12-07-2009 01:21 PM
Hi guys, I hope you can help me with this. I'm living in Istanbul,Turkey. A friend of mine gave me Verizon 9530 as a gift about 6 months ago. Now i'm having problems with its touchscreen not working properly %50 of the day.
I called Turkcell which is my mobile operator and wanted to send my phone to technical service. 6 days later they told me that they cant support it because its from Verizon. I would like to pay for it but i can't have it fixed. I called every company with Blackberry technical support and they said "NO WE CAN NOT". (loudly)
So what can i do now? Isn't it strange? When you have problem with Iphone you can get techinal support from Apple and it doesnt depend on your carriers will. Now i have a problem with my BB and i can't get help from RIM?
12-07-2009 03:45 PM
Hello and Welcome to the Forums!
Front line support for BB's is, by contract, not provided by RIM. The carriers and authorized resellers are responsible for front line formal support to end users. I suspect this is why you have had difficulty finding a way to get support direct from RIM. It is possible to bypass your carrier and seek assistance direct from RIM, but such involves fees since you are bypassing your support agreement with your carrier. The "Support and Services" tab toward the top of these forum pages provide information about that. But, if you do go through your carrier for support, they can escalate into RIM at no fee to you if they so choose to. (Yes, I understand that so far, they are refusing to do so.)
But, the carriers are indeed in control. And it is not strange at all -- it is the business arrangement that the carriers and RIM have come up with. It may not be the same as others -- hence, comparisons to others is basically moot.