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New Member
Posts: 2
Registered: ‎01-23-2013
My Device: blackberry bold 9700
My Carrier: bmobile

needs help..

hello i am from trinidad and tobago.however i bought a blackberry bold 9700 from a company in the united states.after about 2 months of use the phone has been giving trouble.shutting off on its own.sticking alot and other issues.

i contacted the store that i cought the phone from and they told me that they have a one month return policy.anything after that i have to deal with the company.

so what can i do because my phone was not bought in my country.

some help would be greatly appreciated

Forums Advisor III
Posts: 1,077
Registered: ‎04-23-2012
My Device: 9900
My Carrier: Bharti-Airtel

Re: needs help..

Hi,

 

Did the store guy shared any observation, why you are facing the trouble? Please share, if any.

 

 

New Member
Posts: 2
Registered: ‎01-23-2013
My Device: blackberry bold 9700
My Carrier: bmobile

Re: needs help..

nope he didnt..he jus sent me the link to the blackberry website and said there is nothin he can do

Hall of Famer III
Posts: 57,244
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAF518), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: needs help..

Hello!

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.

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 no help. You have no free path by which to bypass them. Since they have told you to contact RIM, you should insist that they further tell you exactly how you are supposed to do that...this site is not a method for any support from, escalation to, or communications with RIM.

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:

But, all in all, from your description, I might not hold out much hope...warranty is between the buyer and the seller, and your seller convinced you to agree, at your time of purchase, to a very short return policy...and that contract overrides everything else. As such, I suspect you indeed are no longer within your warranty period, and would be best off seeking in-hand support from a local (to you) qualified hardware technician.

 

But, before you do that, perhaps you should try some things on your own to help your situation.

 



I recommend that you attempt to boot into Safe Mode:

  • KB17877 How to start a BlackBerry smartphone in 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, if the behavior does not continue, 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.


If the behavior continues in Safe Mode, then an on-device WIPE would be your next remedy attempt...but, before you proceed with that, I recommend you review/conduct the things in this thread:

Once you have a good backup of your device, you can then proceed:

  • KB14058 How to delete all data and applications from the BlackBerry smartphone using the Security Wipe option

If the behavior again continues, then an OS reload would be your next remedy attempt.


At the top of each device forum, there should be some "sticky" threads that discuss the OS levels available for many models. If they include your model, then please use those as reference as you proceed. Otherwise, you will have to dig through the official download portal for OS packages for your model:

From a PC, you can install any compatible (e.g., for your exact BB Model Number) OS package to a BB via this procedure:

Note that while written for "reload" and the Storm, it can be used to upgrade, downgrade, or reload any BB device model -- it all depends on the OS package you download and install to your PC. If that OS package is from a carrier other than the carrier for which your BB was originally manufactured, then delete, on your PC, all copies of VENDOR.XML...there will be at least one, and perhaps 2, and they will be located in or similarly to (it changes based on your Windows version) these folders:

  • C:\Program Files (x86)\Common Files\Research In Motion\AppLoader
  • C:\Users\(your Windows UserName)\AppData\Roaming\Research In Motion\BlackBerry\Loader XML

Be sure that you remove, from your PC, any other BB device OS packages as having more than one installed to the PC can cause conflicts with this procedure.


You may also want to investigate the use of BBSAK (bbsak.org) to perform the wipe it is capable of.


You may also want to try this procedure to perhaps narrow down the precise causal item:

  1. Load your OS "bare bones"...if anything is optional, do not install it.
  2. If the behavior presents immediately, then try a different OS with step 1
  3. If the behavior does not immediately present, then run for as long as it takes for you to be sure that the behavior will not present.
  4. Add one thing -- no matter how tempting, just one.
  5. If the behavior does not present immediately, then again run for long enough to be sure it will not have the same problem
  6. Repeat steps 4 and 5 until all things are loaded or the behavior presents

When the behavior presents, you know the culprit...the last thing you loaded.

If the behavior does not re-present, then you know that either step 1 or 2 cured it.

If the behavior presents no matter what, then you likely have a hardware level issue for which no amount of OS or software can cure.

 

Good luck and let us know!



Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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