01-22-2013 08:25 AM - edited 01-22-2013 08:41 AM
Hello my BlackBerry Bold 9900 ( i bought it on 10 / 25 / 2012 ) suddenly won't charge and power on ( 1 / 20 / 2013 ), i've tried to replace the battery but no luck, so i went to Selular Shop - Blackberry Expert Center. ( I bought it from Selular Shop Indonesia ).
The technician said that it might be IC Power issues, and what really dissapoint me are :
1. When i went to Blackberry Expert Center, the technician wasn't there, so i wait about 3 HOURS until he came back.
2. After waiting for about 3 HOURS, he said that it need 3 WEEKS to process the claim.
3. He also said that the FULL REPLACEMENT is just a PROBABILITY, so they only give full replacement if they can't fix my blackberry. Before i bought my BlackBerry they promised me an immidiate replacement. ( 2-YEARS FULL REPLACEMENT WARRANTY ).
4. They said they have no Bold 9900 White in stock, but before i tell them about my broken Bold 9900 i pretend to bought a Bold 9900 white they said they had it in stock.
I really dissapointed in Selular Shop and BlackBerry RIM, since i've persuaded my clients to contact me with BBM and now i can't contact my clients and my clients can't contact me either for 3 WEEKS and if it broken again i must lost contact in 3 WEEKS again ?
Oh ya and i also have a Playbook 64GB ( Distributor : TAM Indonesia ) and have a serious issue, when charging the playbook the touch screen become crazy, it become so inaccurate and unusable ( i've upgrade the os to the latest one but the error still there - i haven't claim my warranty for this one ).
BlackBerry 10 launch is really near, and i was very enthusiastic to connect my game center softwares to BlackBerry devices, but this incident is really dissapointing.
I need your help to resolve this quickly so i can keep in touch with my clients as soon as possible.
01-22-2013 10:45 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. Further, this forum is not a channel for any formal communications with, support from, nor escalation to RIM for anything whatsoever.
So, your escalation path is not here, in these forums. Rather, it is through your current service center...even if you are unhappy with their support so far...you must escalte with them, to their management/ownership. Contractually, you have no free path by which to bypass them.
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:
01-22-2013 11:26 AM
01-22-2013 11:35 AM - edited 01-22-2013 11:36 AM
as for the contract, i didn't sign anything when i bought it. they didn't give me a contract and when i asked about full replacement warranty, they said something like this : "if your blackberry is broken, bring it here and we'll give full replacement."
Well that is a shame...verbal contracts may or may not be binding, but it will vary by the jurisdiction. Further, some jurisdictions will have different consumer protection laws than others...and those will likewise be binding. Further, you may not have had to "sign" anything in order to enter into a contract...you should check over all of the documentation you received at your time of purchase. In any event, your device-level service and support will start at your place of purchase...for no one else was involved in that transaction.
i'll try to find rim email now.
Why? As I said, RIM provides no front-line support or service, so your first step is, as you indicated, your place of purchase.
01-22-2013 12:04 PM
01-22-2013 12:10 PM