BlackBerry® Torch™

[ThePinkOne]

Hi, Just wondered if anyone else has a Torch and the panel of buttons on the front (with the answer key etc on) has fallen off?

I took it back to my provider but they say they can't fix it under warranty as they said it's 'physical damage' It just fell off!! The sticky pad holding it onto the phone just isn't that sticky.Under the blackberry warranty terms it states "...that the BlackBerry Hardware will be free from defects in workmanship and materials" sureley this is covered as it's a defect in the materials?

If anyone else could respond that would be great. Or if Blackberry could confirm it's under warranty that would be even better, I've only had it 3 months and I'm in a 18 month contract.

Thanks

[Boomer56]

Hello PinkOne and welcome to the Forums!

I had a key pop out of my 9700 and was told the same thing by AT&T over the phone.  Total BS if you ask me.  I ended up with a great experience with a manager at one of AT&T's corporate store.  He got on the phone with them and was told the same thing, but ended up hanging up on them and giving me a new phone.

I think you are well within your rights to request a new phone, although if you're dealing with the warranty department, you'll likely get a refurbished device, which while not ideal, is better than nothing.

I would definitely get back on the phone with them and (politely) demand a new phone.

[knottyrope]

You can but a new set of keys for 8 bucks if they wont warranty it.

http://cgi.ebay.com/QWERTY-ARABIC-KEYBOARD-KEYPAD-FOR-BLACKBERRY-TORCH-9800_W0QQitemZ280626006967QQc...

[jsberson]

Mine popped of a few days ago. Went to a Bell Aliant store, who told me I had to go to another Bell Aliant store. The other Bell Aliant store told me they don't fix phones here in Newfoundland, they have to send it for repairs. Why on earth I would have to go to another store just to have it shipped is beyond me.

Cost to fix: Roughly $200. No thanks. I'll glue it back on, and my next phone won't be a BlackBerry. If they don't stand behind their product, then they won't get my business. In the years I've had cell phones, including BlackBerrys, I've never damaged a phone. It's 8 months old, but this type of damage is not covered under warranty.

Sorry RIM, I've stuck by you through thick and thin, my business has always been with BlackBerry, but my next phone will not be, unless someone steps up and fixes my phone for a reasonable price. $200 to replace a console when all you have to do is reglue the buttons is unfair business practice IMHO.

[installer69]

I think the reason that the epic failure of this sub-standard device is under reported is that most of us do not know exactly how to refer to these buttons. If you google 9800 buttons fell off you'll get a load of hits but not everyone calls them the buttons since the keypad part may be thought of as the buttons.
Mine fell off at 6 months despite never being dropped and kept in a case. My provider fobbed me off with the same 'damaged' excuse so at renewal I will not be sticking with Blackberry or my provider.
I also look after IT and Comms procurement at my company so you can guess where my advice will lean at the next board meeting!

[knottyrope]

we have 30+ 9800 and 9810 devices at my work. only 2 reports of this issue so far and one was covered under warranty by AT&T.

It is a shame that if the buttons fall all the way off, AT&T calls it abuse and will not warranty it.