Bell/Flextronics issues - need advice please

[weato]

Hey, I was wondering if anyone has had any luck in dealing with Bell via horrible warranty service from Flextronics.

Some background:

I have a horizontal misrepresented LCD line on the screen of my Tour I bout about 8 months ago. Essentially it seems to be taking display information from one part of the screen and displaying it somehwere else.
Anyways, it's a very visable problem. Turn on the phone and there's a line through the screen, goto any menu, there's a line throught the screen, etc...

I went through the hoops - called bell, sent it in to flextronics. About 3 weeks later i get it back, turn it on....nothing has been fixed.

Now, according to the work order, everything was fixed. IE - Problems found: LCD distortion, problems fixed: LCD distortion.

So, I called bell, and all they would do is send it out again. This time they said write a note and put it in the box, and in the note describe the problem (even though it's obvious if you turn on the phone).

Well, rince and repeat, and a month later I get my phone back from Flextronics for the second time.

Once again, nothing is fixed. The line of LCD distortion is still there, clear as day, and of course the work order says everything has been taken care of.

I called Bell, and they wouldn't do much for me. They offered me a small amount of money off my bill (which obviously I've been paying even without a phone). They would not give me a new phone "we don't have any". Anyways, I didn't accept their offer and I'm now waiting for the a higher level of management to contact me.

Does anyone have any advice in dealings with bell/flextronics? I hope my situation is unique. I have been a manager in a large retail chain and I know every place has certain paths customers can follow to get things done for them.

Any help would be much appreciated.

[Shade220]

I'm having much the same problem. The service on my phone was also done by Flextronix. They returned a phone that still would not make phone calls.

On another forum someone suggested calling Bell Mobility and speaking with someone in the "Loyalty" department.

Otherwise your not alone if that helps

Please post the results if you hear anything from the higher up in management.

[weato]

@ Shade220

Just to let you know I gave up. It ended up being a couple weeks of telephone tag. They'd call me when I was at work, I'd call back and be told I'd have to wait for them to call me, etc etc.
I'm just going to deal with the line through my screen and pay someone local to actually fix it at some point, literally spending hours trying to communicate with bell just isn't worth it for me.

I will however write a quick letter to RIM letting them know this is the warranty service their service providers are giving Blackberry products. They should probably know.

Also, if anyone is interested. It turns out my good friend is doing some install work for the Flextronics locations. Not that it's any suprise, but they are apparantly getting over double the workload from Bell that they can handle, and are in the process of doubling their staff in an attempt to compensate.

I hope yours got worked out though.

[Shade220]

I also gave up... Don't know when this repair/replacement issue will resolve, could be days, weeks, months...

Tried the Bell Loyalty/Solutions department, was told they will continue to return the phone for repair 3-4 times until RIM decides to write the phone off. Second solution was to buy another Blackberry.

Will add, I went to another carrier’s store and asked about unlocking the Bell phone, and was directed to a store that does repairs, sells phones and accessories. Your screen problem could be an easy fix, worth checking out the repair shops. Found that phones and accessories were also much less expensive then the at the Bell store.

On the RIM/blackberry forum, they say customer service and repairs on the Blackberry are a carrier issue.