BlackBerry® Torch™

[digitaldivadeb]

Torch 9800

OS 6.0 Bundle 2647

Carrier: Rogers

I'm an IT professional and handling this on behalf of a customer. 

The original Torch was purchased in April of last year.  Within 4 months, the device began to randomly scroll up and down in any window - BBM, Text, internet.  Customer took it back to place of purchase in September, it was sent out, gone for 2 weeks, returned, and seemed fine.  In December, it lost it's ability to connect to the 3G network, could not send or receive texts or BBM's.  Called Rogers, they were to send a replacement Torch immediately, which took over a week, and she returned hers.  Now in February, her Torch is randomly acting as if she's hit the Lock button - screen goes blank, and upon hitting the back button, she gets the locked message,  then she has to slide it shut and hit the unlock button.  It is also dropping calls, or not allowing the caller to hear her.  These are all new symptoms in the last 5 days.  She has not added any apps to the phone.

This happens randomly, and when she is holding it with no possibility of hitting the lock button (While actually typing on the keybd in many instances)

We have contacted Rogers and they have requested that we wipe and reload the OS on the Torch, wait 2 days before restoring Data and see if the problem persists. 

HOWEVER...When is enough enough?  Is there any process to elevate this to a different level of call support?  Can anyone suggest channels through Rogers ( I will be posting this on the Rogers Forum too) or Rim to gain some customer satisfaction?  Any advice, direction or guidance is appreciated.  I am a Blackberry supporter, and was responsible for recommending RIM devices to this customer initially (I didn't recommend the Torch...that was her choice) so am hoping that we can get a different device for the customer to replace the obviously flawed Torch. 

[BillJ]

I assume you're recommending regular battery pulls to her?  I recommend atleast one each week to keep the device running smoothly.  Everything I've heard so far sounds software related and could maybe be rectified with battery pulls.

As for other support channels, the carrier is always the first in line for supporting BlackBerry devices (you might actually be part of a carrier network, I couldn't make it out from your post).  If that avenue fails, which in these cases I'd have to say it didn't each time, then the customer can have his/her issue escalated directly to RIM free of charge.

I don't know if I'm telling you anything you don't know already, but I hope I've helped you. 

[digitaldivadeb]

BillJ...Thank you for your reply.

We have indeed tried Battery pulls, and that has not rectified the problem. 

I am not part of the Carrier network, but do resell Rogers 3G sticks and hubs, but not BBerry products. 

Rogers has responded in each incident with their basic support and followed through with what support they can offer...however it is no longer adequate to continue to inconvenience the customer by repeatedly providing her with a device that cannot be relied on and is continually out of service. 

Would you happen to know how do we get the issue escalated to Rim free of charge?  It would go a long way towards Rim's reputation if they showed a little love - the customer is not as disgruntled with Rogers as she is with what she perceives as poor product quality of the Blackberry Torch.

[BillJ]

I'm so sorry to hear of the customer's woes.  I've owned BlackBerry phones for years without major incident but I guess I might be lucky (and knowing a thing or three about them doesn't hurt, either). 

An issue can be escalated to RIM if the carrier is unable to resolve it.  In order for this to occur, the customer will call Rogers and ask for support.  Rogers will then attempt to fix the problem right there and then.  If, after the attempt, the problem persists, it's up to the customer to ask for the escalation.  Keep in mind that if Rogers considers the problem fixed (i.e. the phone is not exhibiting the problem anymore), then they will not give out the contact information for escalation because it's not required, in their opinion.  The problem would have to still be present during the support call in order for the request for escalation to be granted.

I hope that helps you. 

[digitaldivadeb]

We'll go ahead with the OS reload and proceed from there...will post with end result.  Thanks for your quick and courtesy replies, BillJ.  I love my Blackberry Bold, both current and past, so it pains me that Rim has failed this customer so spectacularly.

[BillJ]

The OS reload should do some good.  I find between battery pulls (about 2-3 per week) and the odd OS reload (perhaps once every 3-4 months or so, more frequently if problems pop up), BlackBerry devices tend to be quite reliable.  If persistent problems occur, I always tell people it's because BlackBerry phones are very complicated devices and they have so much more that can go wrong with them.  Of course, that really only applies to RIM's infrastructure which other manufacturers don't have, but hey....it sounds good.

I notice you've also posted in the Rogers Support Forum, which you stated you would be doing.  There's certainly nothing wrong with that but I've found people get much quicker responses here than there.  Just a thought, of course.