01-07-2013 09:14 PM
In the middle of November I saw an ad stating that if I update my software for my bold that there would be some free apps to go with it. I thought to myself that this is great. I connected my bold to my laptop and began the process. A short time later I got an error message and to retry. I didn't retry right away but when I did have a moment to do so nothing happened. My bold sat idle with a black screen and a red light that would flash from time to time. I tried charging it (though I know the power level was fine) but that did nothing. I then decided to do a little research online, low and behold I am not the only person to have this happen to their bold. I went through several trouble shooting steps, still nothing. At that point I called RIM, RIM refered me to my signal provider as is their odd policy being that they made my phone and Bell simply carries my signal. I called Bell and they then transfered my to.... you guessed it RIM. Once I had RIM back on the line I was put in contact with this most undertrained (long stretches of dead air, talking to her manager for advice, etc) person I have ever dealt with. She simply took me through the same steps I had already found online. I tried to explain this to her but she stuck to her script and wasted 2 plus hours of my day. At the end of the call she refered me to the nearest Bell World were they would certainly replace my phone I was assured. I drove to the nearest Bell store (half hour drive) There I was told within 30 seconds that the phone was broken and needed to be sent for repairs. A week later I received a call from Bell World telling me that my phone was broken and that it was due to physical damage. Odd I thought as it was working perfectly until the attempted software update. As I was down with the flu at the time I asked the Rep from Bell to call me back later. Within 5 minutes I received a call from RIM regarding a customer satisfaction survey that I filled out following my 2 hour call with RIM customer support. Now I will admit that I was very upset and angry and did lose my temper and swear a lot, but by the end of the call I was assured that this Rep I was talking to was going to contact Bell World and that he would have them ship the phone to RIM for repairs and that without a doubt I would have a working phone once again. It is now Jan 7 and I thought enough time had passed. I contacted Bell World as it is the only contact info I had and was told that my phone had been sitting there since the day the called me in November.
I now have no idea who to contact to follow up with the promises made to me. Anybody have any idea of how I can follow up on this or Plan B how to fix my phone.
01-07-2013 09:22 PM