1. bobbybtnr11's Avatar
    Mr John Chen Blackberry 31st August 2015

    Dear Mr Chen

    I have been a long standing Blackberry customer, faithful for many years, using my Blackberry handsets with pride.

    On 24th August 2015 I installed your latest software update on my 9900 and shortly after I realised my emails were not working. I called 1&1 Business who are my internet service providers, they have been serving me with the Microsoft Exchange package for my emails on my Blackberry 9900 over the last few years. I explained to 1&1 the situation regarding the new update and they told me that the update I had just installed would not support the Microsoft Exchange package and I would now not be able to receive my emails as I had done previously.

    I was confused and disappointed and contacted Blackberry's UK Customer Services on 27th August 2015 on 01753 558410 a UK phone number, however this patched me thought to a call centre in Asia. The service operator informed me that I have two choice's, the first was to contact my carrier EE and ask them to call Blackberry directly with their endorsement code, the second choice was to pay Blackberry $49 for technical support, this was out of the question, why should I pay Blackberry for messing up my emails, that would be quite ridiculous.

    As advised I contacted EE, who informed me they had no idea what a Blackberry endorsement code was and as they no longer supplied Blackberry products to their customers they were unable to help me further and told me this problem was created by Blackberry, therefore Blackberry should rectify it.

    I again called Blackberry Customer Services, this time speaking to Carrin a Customer Service
    Manager. I explained the situation and told her that 1&1, my service provider for my Microsoft Exchange package and EE my carrier have both told me this problem has been created by Blackberry so they should own it and resolve it. Carrin sympathised with me regarding the software update issue, she also informed me that other Blackberry customers had the same problem when they updated their Blackberry 9900s. Carrin told me that even if I had paid the $49 to Blackberry they could not guarantee they could fix the problem. This has now left me with nowhere to go, being in business you must appreciate how important having an efficient smartphone is.

    I'm so disappointed with Blackberry's attitude and it has left me no choice but to publicly criticise and destroy my Blackberry 9900 on YouTube as it is now redundant and this will show how disgusted I am with your company.

    Why do you reward customer loyalty with disrespect and contempt? You only seem to be interested in new customers and selling them new product. Just remember that these new customers may one day become old customers who may want to keep their older model phones. Will you then make a software update that will make those phones obsolete too? The public is not stupid and will vote with their feet.

    I look forward to you taking the time to reply with a grown up solution.
    09-06-15 06:09 AM
  2. Q10Bold's Avatar
    Mr John Chen – Blackberry 31st August 2015

    Dear Mr Chen

    I have been a long standing Blackberry customer, faithful for many years, using my Blackberry handsets with pride.

    On 24th August 2015 I installed your latest software update on my 9900 and shortly after I realised my emails were not working. I called 1&1 Business who are my internet service providers, they have been serving me with the Microsoft Exchange package for my emails on my Blackberry 9900 over the last few years. I explained to 1&1 the situation regarding the new update and they told me that the update I had just installed would not support the Microsoft Exchange package and I would now not be able to receive my emails as I had done previously.

    I was confused and disappointed and contacted Blackberry's UK Customer Services on 27th August 2015 on 01753 558410 a UK phone number, however this patched me thought to a call centre in Asia. The service operator informed me that I have two choice's, the first was to contact my carrier EE and ask them to call Blackberry directly with their endorsement code, the second choice was to pay Blackberry $49 for technical support, this was out of the question, why should I pay Blackberry for messing up my emails, that would be quite ridiculous.

    As advised I contacted EE, who informed me they had no idea what a Blackberry endorsement code was and as they no longer supplied Blackberry products to their customers they were unable to help me further and told me this problem was created by Blackberry, therefore Blackberry should rectify it.

    I again called Blackberry Customer Services, this time speaking to Carrin a Customer Service
    Manager. I explained the situation and told her that 1&1, my service provider for my Microsoft Exchange package and EE my carrier have both told me this problem has been created by Blackberry so they should own it and resolve it. Carrin sympathised with me regarding the software update issue, she also informed me that other Blackberry customers had the same problem when they updated their Blackberry 9900s. Carrin told me that even if I had paid the $49 to Blackberry they could not guarantee they could fix the problem. This has now left me with nowhere to go, being in business you must appreciate how important having an efficient smartphone is.

    I'm so disappointed with Blackberry's attitude and it has left me no choice but to publicly criticise and destroy my Blackberry 9900 on YouTube as it is now redundant and this will show how disgusted I am with your company.

    Why do you reward customer loyalty with disrespect and contempt? You only seem to be interested in new customers and selling them new product. Just remember that these new customers may one day become old customers who may want to keep their older model phones. Will you then make a software update that will make those phones obsolete too? The public is not stupid and will vote with their feet.

    I look forward to you taking the time to reply with a grown up solution.
    Share the YT link please
    my 9900 is still ok I hope for a long time.
    09-06-15 06:18 AM
  3. serbanescu's Avatar
    I'm so disappointed with Blackberry's attitude and it has left me no choice but to publicly criticise and destroy my Blackberry 9900 on YouTube as it is now redundant and this will show how disgusted I am with your company.[...]
    I look forward to you taking the time to reply with a grown up solution.
    What do you know about mature solutions? You seem to be at puberty ...
    rthonpm likes this.
    09-06-15 06:23 AM

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