08-06-2013 10:59 AM
08-06-2013 04:59 PM
Hi and Welcome to the Community!
You may have done these already...but please bear with me...
Please try this sequence...note that, throughout the entire 4h15m process, your BB must remain connected to a known-good wall charger (not PC USB):
This has been known to "kick start" some BBs.
It is also possible that your battery or BB has experienced a problem...to test, this sequence is needed:
The results of this will indicate if it's your BB or your battery that has the problem.
If it turns out to be your BB, then one of these tricks might be useful:
Now, as to your support challenge. No one here can tell you what your warranty is...that's a contractual matter between you and the seller to you. Whatever that contract states dictates what contractually can be done. If you want to get some help that is beyond what the contract states, then you have to try really hard and be very willing to accept defeat.
As to the runaround you've gotten...I do hate that. But here's the deal. All of your service-related support starts with your carrier -- Orange. But, support for all of your device-related issues starts with the seller to you of the device. Contractually, this is how it works. When those are two different entities (e.g., you bought it at a shop, and separately subscribed to services from a carrier), then they very often wind up blaming each other, leaving the end user in a bit of a lurch. In some regions, front line support is outsourced from those entities to another party -- service centers and such. I don't know how it works for you, but your actual original purchase contract should state exactly what your warranty terms are as well as how to use it.
If you find that you indeed are out of warranty, then you would be seeking something special. Given your description, it sounds device-related...which means that Orange is NOT in the mix for support. Rather, your device seller and/or an entity to which they have contracted for your support is how to get it escalated to BlackBerry. If they are willing to do so (and that's a pretty big IF if you do happen to be out of warranty), then they have access to a formal escalation (to BlackBerry) channel that they can use. But they must do so before you try to talk to BlackBerry alone...without the proper reference numbers, BlackBerry must (contractually) deny you right at the start.
There is something called incident support, but it costs to just ask the initial question, since you are bypassing the contract you signed upon purchase. If you wish to investigate that, you can review it here:
There also might be some good reading here:
Good luck and let us know!