03-23-2013 08:26 AM - edited 03-23-2013 09:10 AM
I recently bought two 9310's from Boostmobile.com. I activated the phones and have only phone service and SMS. Pin-to-pin and MMS do not work.
After getting the run around by Boost Mobile customer service (called six times to incapable people that don't have a clue how to diagnose of solve my problem), I eventually talked to someone that discovered that the pin is registered as a Sprint pin not a Boostmobile pin. Because of this, the Boost system will not grant my phone access to BBM.
According to two different tech support people, a Boost pin has letters in the pin and my two new phones from Boostmobile.com do not have any letters in the pin. This is what tipped-off tech support as they thought I was trying to register a Sprint Blackberry.
For the last week, I have not been able to get Boost to activate BBM due to this problem. Since I bought two new phones and they both have this problem, I don't think sending them back to get two more phones will likely solve my problem.
Does anyone know how to get Boost to activate my BBM service? Apparently their system won't let my phones access BBM because the system thinks they are Sprint phones, but Boost has told me they don't know how to solve this problem.
I cannot begin to tell you how frustrated I am with Boost over the many hours of time I have spent on the phone to still not get a resolution.
I talked with Blackberry Support, and they told me they can't help me because this is a Boost problem. But didn't RIM supply Boost with the phone that has the Sprint pin?
Frustrated. Please help.
Solved! Go to Solution.
03-23-2013 10:53 AM
03-23-2013 11:03 AM - edited 03-23-2013 11:05 AM
Thanks for the reply.
I think I should say that Sprint owns Boost and Boost is the "No Contract" part of Sprint.
Therefore, I am starting to think this is a RIM problem because RIM produced the phone this way. Maybe I should get RIM to honor their warranty?
...or, since Boost and Sprint are the same, get Boost to make the phone work?
03-23-2013 11:06 AM
03-25-2013 06:50 PM
I found Boostmobile.com will take the phones back, but I have to pay for shipping.
Awesome customer service!!! I Buy two new phones from Boostmobile.com and they are defective, but they can't even pay my shipping back for the defective product that they sold me.
This intereting part is that when you buy from Boostmobile.com, Boost completes the sale thru a third party company named Brightpoint in Indiana. Now I have to deal with a third party to get my money back. It is this third party that will not pay my return shipping.
Do yourself a favor, buy Boost phones from Amazon.com. Amazon is easy to work with if you have to send something back.
03-28-2013 10:04 PM
A few days ago, Boost Mobile Tech Support called me to let me know that the solution to the problem is that I need new phones. The phones that I have were made with a Spint pin. A Boost Blackberry has a pin that has letters in the pin. Since my Blackberry does not have any letters in the pin, it was made incorrectly and I need to return both phones to Brightpoint then order new phones.
I did not have confidence in this because I assumed my odds were pretty good to get two more of the same thing since I originally got two phones with the same issue. But after 10 calls to Boost, hours on the phone with clueless people, and not getting anywhere, I didn't see any other choice.
Last night, I got a call from Boost Mobile Tech Support to troubleshoot this problem. I told the person that I was told the phones were made with a Sprint pin and I needed to get new phones again. He was suprised to hear this, then told me that this was not correct. He asked if I was OK with him switching my plan to a different plan then return it back to my orignial plan. This was supposed to make their system go thru the BBM activation two more times to get BBM activated.
Here are some things that I learned about Boost Mobile Tech Support:
1) The people that you talk to are not technical. In fact, they quite clueless and do their best to avoid bothering the limited staff of engineers. At best, they are a go-between to the engineers.
2) If you cannot get a resolution after hours on the phone, insist that a "ticket" is written on your problem and write down the ticket number.
3) Make sure you get the ticket number. If you don't, there is a high possibility that they told you they wrote a ticket but did not. For some reason, they really do not want to write a ticket. I had to insist on talking to the supervisor to get a ticket started. This was my 6th time that I called for support and there was no record started yet.
4) Make sure they have written all the information about the problem on the ticket. The supervisor wrote the ticket as my phone did not have cell service. When I called the next day to inquire, I had the person read the ticket to me and I found my BBM problem was not recorded.
5) Make sure the information in the ticket is to the point. The engineers use this information to give tech support more ideas on how to solve the problem. Then tech support will call you to try the engineer's idea. Remember, tech support is a go-between to the engineer. If tech support writes a poor description in the ticket, the engineer will not be able to give good advice.
6) If not ticket is written when you get off the phone and the problem is not solved, then you will have wasted all your time on the phone. Next time that you call, you will start all over again. This took me five calls until I discovered this.
7) the clueless tech support give false information that they beleive is true, but you have no idea if it is true or not. Then you call back another day, then the next person that you talk to will disagree with what the previous person said. Then you call back another day, and you get yet another contradiction. I could not get over how much this occured.