04-09-2013 04:39 PM
Need some help.....
I purchased the 9900 late 2011. In late 2012 I started to to experience some issues with the screen, a thin black line appeared across the screen. Towards Jan 2013 another thin black line appeared. When I went to my carrier they told me the usual, take out my battery and put it back in, restore the settings. I did that with no luck. Now the bottom of my screen completely black and I'm unable to see what I'm texting and access any phone controls that happen to be in that space.
I called Rogers and they told me I would have to pay to get the screen fix and then forwarded me to blackberry, where I was told I got the wrong number, that this was the number for Playbook and that if I wanted support for my phone I would have to pay for it.
Needless to say I'm a little frustrated and more importantly I would like a solution for my phone. Anyone.
04-09-2013 06:17 PM
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. BlackBerry actually 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 BlackBerry at no charge to the end user.
So, your escalation path is not here, in these forums. Rather, it is through Rogers...even if they so far have not been quite helpful enough. Contractually, you have no free path by which to bypass them, and must escalate with them to resolve this.
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: