04-12-2013 02:44 PM
Yesterday I purchased a non-legit version of ewallet for BB10 from the app store (now subsequently removed from the store) and appear to be unable to send a refund request using the Blackberry Commerce refunds form. Each time I attempt to send the form it simples returns "An unknown error occurred processing your refund request. Please try again later."
Is there any solution for this or a direct contact as I have tried to send the form a number of times in the last 24 hours.
Thank you for any advice.
04-12-2013 03:15 PM
04-12-2013 04:05 PM
thanks for the info, seems a strange way to do this as I paid via paypal so my mobile service provider plays no link in the chain. The purchase was also done over wifi at home. It could also be different as my device was purchased SIM free.
I will continue to persist and see what the outcome is. Disappointed over this though.
04-12-2013 04:38 PM
I know that it seems strange. The only thing I can say about that is that, contractually, your carrier is responsible for 100% of the formal front line support for ALL of your service-related issues, regardless of if the problem is rooted at them or at BlackBerry. Only they can escalate cases up to BlackBerry that they cannot handle...end users have no free path to bypass their carrier and seek anything directly from BlackBerry. That is the way the support model works, and all parties are contractually bound to it. I know it seems odd, but it is what it is.
For this situation, it does not matter what your device purchase method was...this issue is service-related, not device-related. As such, your carrier is responsible for supporting your service-related issues, regardless of your procurement method of your BB. If the issue were device-related (e.g., an in-warranty hardware failure), then indeed your carrier would not be the proper place to seek help as they are not your device-level warranty or support provider (since you did not purchase it from them). The original place of purchase or authorized service center is responsible for front line support for all device-related (e.g., warranty) issues. But the carrier holds responsibility (front line) for service-related issues. Each can escalate to BlackBerry those issues that require such.
04-12-2013 05:35 PM
@roguck: Try firstname.lastname@example.org. Make sure you enclose your purchase receipt.
@sdgardne: I don't know about the USA, but that would not stand in a European court of law. Your transaction is with BB, so they are contractually obligated to provide a service. That obligation cannot be delegated. Besides, would you contact your internet service provider if you had an issue with an an order on Amazon? Of course not.
That said, the App World agreement states that RIM is not obliged to provide any refunds. For warranted cases they often do though.
04-12-2013 05:38 PM
04-13-2013 09:12 AM