06-22-2013 11:59 AM
The lock/unlock button stopped working last week (the one next to the headphone socket on the top edge of the phone).
It worked fine for 3 months, then became intermittent, then stopped working all together!
I can still lock the phone by holding down the A(*) button, but then cannot unlock it again without powering off & on again.
I bought the phone through Amazon UK who are telling me that Blackberry do not offer UK warranty, is this correct?
I have tried a factory reset & also reinstalled the software, but with no success.
Is anyone experiencing the same problems with this phone?
06-22-2013 12:59 PM
Hi and Welcome to the Community!
Is there any chance that your BB got wet? If so, then:
REMOVE YOUR BB BATTERY NOW!!!
Run, don't walk, to this FAQ:
Do everything it says, including waiting the maximum recommended time (perhaps longer...perhaps 5 days). Applying power to your BB between it getting wet and doing this process reduces the chances of success. Further, the only thing predictable about moisture intrusion into a BB (indeed, any electronic device) is that the results will be unpredictable. I've seen some come back up right away and be fine. I've seen others never work at all. I've seen still others run for a bit, and then die later. And every thing in between.
Otherwise, anytime random strange behavior or sluggishness shows up, the first thing to try is a proper reboot:
See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.
Otherwise, I recommend that you attempt to boot into Safe Mode:
It may take you multiple attempts to get the ESC key sequence (press/release/hold) correct, so be patient. When successfully into Safe Mode, see what happens.
If the behavior ceases, then think carefully...what happened just before this behavior started? A new app? An update? A Theme? Something else? Think carefully as the smallest change could be causal...and attempt to undo whatever that was.
But if the behavior continues in Safe Mode, then you may need to consider more drastic actions -- WIPE, OS Reload, BBSAK Wipe/Reload, and the "Bare Bones" OS Reload Process. To prepare, you should be sure that you have a full backup to your PC...please review the Backup link in my auto-sig on this post for instructions.
You may also need the use of these tricks:
Concerning your warranty question, what you were told is actually not correct. Rather, BB extends a 1-year manufacturer warranty to the original purchaser of a device via the authorized resale channels. But, each reseller can adjust that warranty as they see fit...some extend 2 years, some as little as a few days, others provide no warranty at all. But, all warranty provisions are a contractual matter between the buyer and the seller...BlackBerry is technically not involved in that contract. So whatever your purchase agreement stated (for warranty) is what will govern your available remedies.
In any event, even if you do have some warranty coverage, do note that BlackBerry 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 your place of purchase...even if they may have so far been of little help to you. 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:
Good luck and let us know!