Atrocious Customer Service

[Blade_27]

At the end of December 2010 I purchased a Blackberry Pearl 3G 9100 over the phone though Bell Wireless with no contract, service or plan {bought the phone outright}. Seeing is how BW isn't available where I live {Manitoba} I asked if unlocking the phone would be an issue and was told by the sales person that it wouldn't effect my one year warranty.

Monday I was struck with an "JVM Error Code 102" {according to google, a corrupt file that prevents boot-up}. I called BW line the same day as I was positive I was gonna end up doing a uninstall/reinstall of the os. I've done this numerous times with other devices with Rogers. Now with Rogers I just called and asked for tech support they sent me an email with a link to download the original software. I was under the delusion BW would provide the same assistance.

The first women I spoke with informed me that because I don't carry an active account with BW I wasn't "entitled" to tech support. I asked to speak with a supervisor and she refused on the grounds that I don't have an account with them, they don't do anything for me. She went on to direct me to a list of BW locations {actual addresses} within Winnipeg that maybe able to help. I repeated to her that BW isn't available here. I'll have to add that when I got my phone that they were not available here but had plans to come here within the year. She insisted that yes they have in fact set up shop in Winnipeg. I go to the first location, doesn't exist. I call the second, just as I said no BW in Winnipeg.

I call back 2 hours later just for some simple answers {why was I sent to locations that don't exist} and/or a link to receive the BW software for my phone. The guy I get is telling me that my issue is because my phone's unlocked and couldn't help. Unlocking voids warranty and causes instability with software which is why I'm having problems now. I tell him the phones been problem free the entire time I've had it up untill this day, all I need is a direction to retrieve the original os. He tells me again that unlocking my phone has permanently screwed it, voided my warranty and I'll need another one. At this point it's clear I'm not getting any help if I want any os to reload I'll have to go though Blackberry to get it and all os's are the same provided by Blackberry and not the service provider.

Rogers os 5.0.0.629
Bell os 5.0.0.748

Not only that I said I didn't want the most recent os, os6 is it possible to still get os5. He tells me os6 isn't available for my device.

Bells own official os6
os 6.0.0.534

Now I was able to track down BW's own software though Blackberry.com {which is what I was looking for all along} reloaded my device and it is now running perfectly fine once again. Just as I was about to start my reload I was asked whether I wanted to upgrade to 6, go with current 5 or downgrade. This was the question I was asking earlier, "You'll get a selection of which os you want" would have been an appropriate response.

How is BW allowed to stay open, their customer service is just atrocious. I've asked twice about unlocking/warranty and gotten two different answers. I was also directed to BW locations that DO NOT EXIST! I was told of a universal os's for my device when clearly their separate. I had an easily fixable problem yet was given the run around and had to spend an hour on hold just to get it.

This isn't even my first issue with them
2 Hours On Hold

[crackb3ri]

Bell customer service is simply ridiculous. Over my last 15 years being with them I have so many stories how they treat their clients I could write books about it. I have been lied to by Bell reps (straight into my eyes and ears), ii have been yelled at, hanged up on by rude employees, etc. Recent example I was on hold 2 hours yesterday trying to resolve billing issue (their fault). I called around 6pm. The reason I was on hold because the rep was trying to reach someone internally who had knowledge how to resolve the issue and he was on hold to that department so he put me on hold. After 2 hours he came back and he said the other person told him to resolve my issue I need to call that department directly (!) and talk to them. I asked why he didn't ask them to resolve it for me since he already had them on the line and he responded that he was not authorized to do that on my behalf and i need to do that myself. (!!!). So i hanged up and called the number he gave me. It was 8:02pm. I was on hold being told every 45 seconds how important my call is to them all the way until 9:20pm at which time message simply informed me that their customer care centre is now closed (their customer service is open daily until 9pm only which is another insult) and I need to call back during regular business hours and hanged up the call!! (CAN YOU IMAGINE THIS?). I have cancelled my home phone with Bell couple years back, cancelled my last line yesterday and will NEVER ever want to have anything to do with this company. I hope they go bankrupt very soon because they deserve it. (this feedback is not directed as much to people who work there because there are few good people i interacted with who were helpful courteous and knowledgeable - its more directed to the management of the company as they are the ones who steer and have real impact on the quality of the customer service)...

Posted from my CrackBerry at wapforums.crackberry.com

[Fubaz]

first off OP, you bought the phone, unlocked it and changed networks, at this time you have washed yourself clean of any business with Bell. You are silly to call them and expect tech support when you dont have an active account. Also a fast google will show you that unlocking it will 100% void the warranty unless the carrier provides the unlock code.

I live in Southern Ontario and get connected to their Mississauga call centers all the time, and have nothing but polite things to say, I have been a Bell Mobility customer for 10+ years now. They have always done as I have asked and worked with me.

Again, you are a goof for calling them and expecting tech support for a device you have on another network, you should have called your provider for help, Bell doesnt care that you bought the device off of them (warranties are through RIM and not Bell). The tech support is part of your monthly bill, and you arent paying for it, so you wont get it.

and for crackb3ri, please learn how to use proper writing structure. Your wall of text is horrid!