05-24-2013 06:57 PM
PIN: C0001B7B4 Display/Scan Bar Code
PIN: C0005A9AA Display/Scan Bar Code
05-25-2013 04:51 AM
Anyway. RIM BlackBerry is commenting on the issue, if you ask them. I have.
You lucky one.
I think most users here are upset because they feel left alone. I had some emails with Telekom, pointed out to escalate me to BB and in the end only got a "send it back". So I didnt get a comment, I dont have a chance to ask BB.
I understand, that putting carriers in the first line of support frees manpower to work on the problem. But if you dont fix the problem fast it makes things worse...
btw: 2 days without Z10 and I miss it :-)
05-25-2013 11:59 AM
I spoke with BB directly when I first got my phone, and had 2 free weeks of BB support. I called about the rebooting and the tech did not seem familiar with the issue (this was just a few weeks ago). I pointed out it was a known issue, and posted on BlackBerry's own web site as such. I was put on hold while this was verified. That's when I was told it will be fixed in a future update (estimated time frame unknown). I inquired further as to the cause of the problem, was put on hold again, then never got an answer. They offered to reset my phone, that maybe that would help.
Regarding what JSanders wrote about it being associated with BB messaging and emails, I've just recieved my new Z10. I've set up one email account. No app downloads. So, if this one starts rebooting, I will remove the email account and see what happens from there. I don't use any BBM services.
05-25-2013 06:17 PM
Amen! I have been a diehard BlackBerry fan for years, and I eagerly awaited the introduction of the Z10. But BB seems to be doing everything it can--by its failure to address the random reboot issue--to turn us diehards into iPhone users. Once the press picks up on this issue, maybe BB will start taking it seriously. By the way, I too was sent a "like-new" phone to replace the one I purchased only a few weeks ago, and I promptly sent it back to Verizon and told that them if the hardware is the problem, I expected a new phone and not one that someone returned (maybe because of random reboots!).
05-26-2013 10:49 AM
PIN: C0001B7B4 Display/Scan Bar Code
PIN: C0005A9AA Display/Scan Bar Code
05-26-2013 11:08 AM
Guys, got a question: since mine basically doesn't do this (T-Mo usa) I haven't been following the issue. But I hear leaving the phone in "developer mode" stops the reboots for some. Is this true? Thanks
05-26-2013 03:24 PM - edited 05-26-2013 04:12 PM
In case I wasn't clear enough in my previous posts:
1) In *MY* case, the majority of the resets, are somehow related to the charging. I have no idea what it is, but it isn't just coincidence that the vast majority of the time it resets a) when the charger is plugged in, and b) when the charge has become full. It does not reset when the charger is plugged in and the charge is less than full. The reason I know this is because I'll plug the charger in at night, e.g. battery around 50%, place the phone next to me on my desk and continue working. Then out of the corner of my eye I'll catch it when it resets. Battery is always at full. Happens too often for it to be just coincidence. Thus, I think it's safe to say that something is happening when it reaches a full charge. What? I don't know.
I have also had resets aside from this specific situation, when the charger was NOT plugged in, but they have happened infrequently and I can live with those. Those are probably the resets that you are referring to in your post. It freezes and then resets. Check.
On Friday night and Saturday night I strayed from my usual routine and did NOT plug the charger in - just to see what would happen. I put the phone into nighttime mode and went to bed. Guess what? No reboots! However, during the day when I plugged in the charger, just as expected, it reached full charge and had a reset. Is it my charger? The cable? The port? The phone? The power bar the charger is plugged into? Electricity in my apartment? I wish I knew. I will begin testing it further to see if I can isolate the problem. One of my kids who has a Z10 has never had a reset. I am going to swap chargers with her and see if she then gets them or I don't when the charger is plugged in. Let's say it IS the charger, how would I go about getting a replacement from Blackberry? The way I see it now, I'd have to send in my phone and wait for them to see that it is the charger and then return the phone to me with a new charger? That's crazy.
2) As I have said, I believe we are seeing multiple situations resulting in resets. Could be different situations that cause the reset due to the same underlying problem. That's why I thought POWER is an obvious thing to investigate. There aren't that many reasons why an electronic device resets. Usually a hardware problem.
3) I have no idea why OTHER people are having their reset problems. I can only speak to my experience. In *MY* case, I believe it has SOMETHING to do with "power", as I've explained above. I'm not sure how unique my situation is. I've read quite a few posts stating that the reset happens when the charger is plugged in - so there might be somethign there? Is it just coincidence? It's interesting because it is at that time (overnight) that the phone normally would have the least amount of activity, i.e. the processor and components should not be stressed/hot. I have not read any other posts referring to the reset occurring when the battery reaches 100%.
4) Blackberry commenting on the issue isn't my main concern. Blackberry DOING SOMETHING ABOUT IT is! I call it like I see it. In this case, I am very disappointed with their mishandling of this situation. It's all over Crackberry. it's not like a few clueless users dotn' know what they are doing. Sure, it's a small number of phones relative to the total number produced, but it's still a significant number of users. Very bad from a public relations point of view. I don't have a reasonable option available to me - and that is what is so annoying. I am not going to just hand in my phone to a kid at the mall kiosk, wait for it for who-knows-how-long to be "fixed" (how can they fix it if they don't know what is wrong with it?), return it to me - and have to use a BB7 phone in the meantime?!? Not going to happen! If I have to, I will buy a new android phone, send in the Z10 for repair, and sell teh Z10 when I get it back. Not exactly the soltution I am looking for.
I was surprised that there was not an extended warranty or replacement warranty offered at the time of purchase. I definitely would have paid for it to avoid this exact situation. Forget the reset problem, what if there was a different problem with my phone? Users cannot be without their phones for two weeks or longer! When we were just using "dumb phones", any phone would do for the loaner. But to go from a Z10 to a BB7? No good. They need to have Z10's as loaners for defective Z10's so that you can backup one and restore it to the other. (Yes, I realize that in that respect, it's the carrier not Blackberry who is responsible. I wonder if any of the carriers are using Z10's for loaners?). As I said, this is my first smartphone, and I now rely on it quite heavily for business. Isn't Blackberry supposed to be a serious phone for business? Well, business people cannot be without their phones. When it's a new platform like BB10/Z10, people cannot use the previous gerneration's technology for a loaner. We need a replacement if something goes wrong. Backup the current one, get the new one, restore. That's it. Minimal downtime. Not this snail pace, vague "send it in, and we'll check it out, and get it back to you eventually". Ridiculous. That might be ok for a 12 year old girl who - but not for business users who rely heavily on their phones.
Ultimately, I don't care what is wrong with my phone, that's not my responsibility. I paid for the phone. It doesn't work. Blackberry should just give me a "new" one and let them figure out what the problem is on THEIR time - not mine!
05-26-2013 03:44 PM
05-26-2013 04:00 PM
Exactly. That's the problem with "pre-owned" replacements. You have to trust that the manufacturer has the people, resources, etc., to properly test the ones that are returned and then sort them from there (triage). I have zero faith in them doing that competently.
For example, if the Z10 you received from Verizon had been returned because it was an iphone user who couldn't get used to the Hub after a day or two, that's one thing. But if it was returned because of a reported defect - then who knows? If I send in my phone because of these resets, and they can't get it to reset after the few hours some tech kid is looking into it, then they just clean it up, re-box it, and put it out? Send it back to me? Or, what if they DO verify the problem but do not know the cause (which si the case now w/ the resets), does Blackberry just throw it out? Doubtful. Use it for spare parts? Does it get properly segregated from the other phones?
The manufacturers are playing musical chairs (or is it Russian roulette?) with the returned and/or defective phones!
They need to sell replacement warranties. Something wrong with your phone? You get a NEW one. Period.