10-26-2011 09:46 PM
I HAD a Bold 9930 and decided to re-activate my Bold 9650. I did so online via VerizonWireless.com. I can make phone calls and send text messages, but that is it. No web-browsing, email set up or BBM.
I just spent 2 hours on tech support with Verizon and I went from the first guy, to the second guy, to a third guy.
The best I could get from Verizon was that the information has not been pushed to my 9930 to my 9650 and they said that was BlackBerry's issue. The last guy on tech support was very nice and helpful, he said he did everything he could do, but it would not register my device.
He suggested that I will have to call BlackBerry. My question is I went through the prompts, but I do not have any "codes or tickets" to give them and eventually just hung up (I am tired of being on the phone right now). Also it is my understanding that there is a $49 charge to use BlackBerry Technical Support, am I correct in this assumption?
Will the information eventually push and update? Any suggestions? I have battery pulled, did the host routing/register thing, I'm pretty much wiped out right now.
Any help would be great. The OS is 184.108.40.2064.
10-26-2011 10:22 PM
Hi and Welcome to the Community!!
Well, the steps they should have walked you through are these. Steps 1 and 2 each should result in a message coming to your BB...please wait for that before proceeding to the next step):
1) Register HRT
2) Delete and Resend Service Books
3) Batt Pull Reboot
If that didn't work, then escalation is indeed necessary. But that's where they fell apart. As you discovered, there is no free method for you to contact RIM directly...that just does not exist. But what does exist is free escalation from the carrier into RIM...and they really should have done that for you. To fob you off like they did is really sad. Even more sad is the fact that you need to ring them up again, but this time insist that they live up to the terms of your contract with them and escalate you. Think of it this way...you don't pay RIM for anything. You pay everything to VZW...and they are not delivering on the things you pay them for...so they need to deal with that.
10-26-2011 10:33 PM
They transferred me to BlackBerry, but like I said, I had not "code."
I've done the Host Routing Table method more times than I can remember.
As far as the service books, I am afraid to delete them because I do not know any information to login into BIS via https://bis.na.blackberry.com/html?brand=vzw
The representative from Verizon tried to manually push them to my device, but he said "everything he did just kept getting kicked back."
I'm kind of hoping that it just "fixes itself in the night" and it works in the morning. I checked my Verizon account and it still shows the 29.99/month email/data plan being active on the line.
Thanks for the welcome...I guess I'll call Verizon tomorrow, again, but I'm not even sure what to ask them. Should I ask for some ticket code to use on RIM Technical Support?
10-26-2011 10:40 PM
You are on the right track. VZW blew it. They should have given you the proper code or whatever to escalate you. RIM did exactly as they have to...the carrier has to give that code so that the proper charges and such can flow between RIM and the carrier (I know it's irrelevant to you, but they have a contract with each other for this and need to handle it properly).
Tomorrow, insist that the VZW rep do this correctly -- go so far as to insist that they stay on the line, as a conference call, so that you can be sure you get handled properly this time. Since they mishandled it already, let them know that you now deserve special attention. Don't be aggressive...but be firm and insistent. Know your rights. Know the process. If it comes to it, ask for the VZW reps managers name and number before you let them off the line.
10-26-2011 10:53 PM
Thanks for the information. My main fear is that the person that is to get my 9930 will not be able to activate properly, because it just seems like the data plan stuck with that phone.
I'll give them a call tomorrow...again.
10-27-2011 11:00 PM
A total time spent on the phone tonight of 3 hours and 16 minutes...add that to last night of 1 hour and 40 minutes and we are at almost 5 hours.
I talk to Verizon, they cannot do anything. They transferred me directly to BlackBerry and I got a Case #. After talking to a BlackBerry rep, they said it is my carriers issue. So they transferred me directly back to Verizon. They do everything that they can do and say it HAS to be a BlackBerry issue. I am transferred directly back to BlackBerry and given a second Case #. This BlackBerry Rep maintains that it is a carrier issue. I am transferred back to Verizon and they say that it has to be escalated to their "Network Team" or some **bleep**.
I am so frustrated right now and lost so much time over this...jeez you have no idea.
Anyone have any upper level customer service managers that I can contact, because this is hogwash.