08-11-2012 07:24 AM
I bought a blackberry torch before 8 months but then i got some problems with it.I wasnt hearing the voice of people who calls me and after a while, the screen became totally dark.When i gave it to Guarantee service(KVK Service-İstanbul,Turkey), the service said that the reason of the trouble is the user's mistake. I wanted them to prove this but they couldn't.They said that,Blackberry doesn't want to pay the repair costs, so they can do nothing.After that, i told them i want to contact with Blackberry but they said the manufacturer (RIM) doesn't have a department in Turkey that i can contact. Why i can not contact with Blackberry in Turkey? How kind of support is this? This is not a low-value product, we pay too much for 9800 but despite having guarantee, the service doesn't pay repair cost and says that i'm the one who is responsible of this trouble. If i can't get any support from Blackberry, i will never buy any product of this brand. I'm searching my legal rights right now about this situation.
08-11-2012 10:50 AM
Hi and Welcome to the Community!
As a user-to-user community, no one here can answer your question with any level of authority whatsoever. RIM provides zero front line support to end users, including warranty...all support starts with the carriers, authorized resellers, and authorized service centers, all who can escalate cases into RIM at no charge to the end user.
So, your escalation path is not here, in these forums. Rather, it is through your existing channels. You have no free path by which to bypass them. But, they can escalate your case into RIM...you need to insist that they do so.
There also might be some good reading here:
As for your legal rights, those are controlled by the contract you signed upon purchase/subscription as well as local governmental laws and regulations. Technically, RIM is not a party to your contract...your contract is between you and your place of purchase/mobile service provider/authorized service center. Your documents, which you should have received at time purchase, should detail out exactly what you agreed to.