How Many Users NOT Experiencing Double Key Input Issue?

**DaveInVan** · 01-10-2011, 04:59 PM

Originally Posted by wolfgaze

Just go up the chain of command until you get a Supervisor or Manager who will work with you... No reason why you should have to settle for a refurbished phone just because RIM can't manufacture this model without any defects.

Thanks, that's exactly what I'm going to try. I shouldn't already have a refurbished unit when I'm barely 1 month in to a 3 year contract!

**Bonka** · 01-10-2011, 07:56 PM

^ ^ ^

I must've bought around the same time as you. I'm definitely past the 30 days exchange and the issue seemed to pop up after the exchange period ran out. I think I'm going to live with it. The issue seems to disappear if you press the keys hard enough or type just a tad slower.

**supra97RX7** · 01-10-2011, 08:07 PM

i guess i have to take back what i said earlier (which was that i have had NO problems).

i have noticed rare instances of double space bar and double enter. and now i play the waiting game and see if it gets any worse.

**wolfgaze** · 01-10-2011, 09:33 PM

Originally Posted by DaveInVan

Thanks, that's exactly what I'm going to try. I shouldn't already have a refurbished unit when I'm barely 1 month in to a 3 year contract!

I think the key when dealing with any Customer Service issues to is be persistent, but most importantly, remain polite and professional. A lot of times the individuals you are interacting with as your first point of contact are ham-stringed by corporate red tape.... Large companies don't extend a lot of discretion to entry level employees.... I'm sure in many instances they want to be reasonable and help people out but don't have the authority to do so. They are usually stuck going "by the book" when dealing with CS issues which often times leaves the Customer with the short end of the stick... I experienced this with my company when I held a position that required some Customer Service and it was extremely frustrating not to be able to help people in the manner that I saw fit. T-Mobile has been pretty good to me the few times I've had to deal with them...

So I paid my $9.99 for the shipping on my replacement phone, but if that one has problems, there's no way I'm going to pay any more money to have a 3rd phone sent out to me.... I'm already out another $20 for the screen protector I purchased (and applied) to my first phone... I'll eat that cost for the peace of mind of having a fully functioning phone, because this particular phone is really sweet (when it works).... I really hope I don't get phone that works fine at first but develops this issue over time, that's a bit alarming.

**wolfgaze** · 01-10-2011, 09:37 PM

Originally Posted by supra97RX7

i guess i have to take back what i said earlier (which was that i have had NO problems).

i have noticed rare instances of double space bar and double enter. and now i play the waiting game and see if it gets any worse.

Sorry to hear... How often would you say it's occurring? My phone, it was 2-3x a day with moderate use... But lately it feels like it's happening more often.... I got really annoyed when it was happening with the Blackberry key because my phone was selecting options I wasn't choosing....

I really don't understand how a hardware problem develops over time... You wouldn't think it would be an issue that could surface over an extended period of time... It should either be present or not at all.... Wish we knew more info... I'm sure RIM is aware of the problem.... As Consumers and avid Blackberry supporters (at least most of us), we deserve to know more info about the nature of the problem. Pretty envious of the users on here with the fully functioning phones.

**shamoo711** · 01-10-2011, 10:59 PM

No issues - Mexico 4!

**shapps000** · 01-11-2011, 12:15 AM

Ok, can we beat this dead horse any longer?

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**Kevbodian** · 01-11-2011, 01:37 AM

I have a white mexico 1. It has the keyboard issue. I traded for it from a 9800. My 9800 was rogers and the 9780 is bell. I cannot get any support because I am not a Bell client. I called RIM but they want $49.99 for tech support.

Annoying problem, but I can live with it if it will cost $50 to fix it.

I may try changing the membrane and see if that will work. I wonder if the 9700 membrane is the same part?!

edit: OP, you should ask people to comment on the state of their water damage indicators. Mine is still white. People seem to always recommend checking for water damage as a possible cause for this issue. I believe it is a defect that RIM is unwilling to acknowledge.

**Bonka** · 01-11-2011, 01:42 AM

Same part. I may do that also, but I don't think you can get an OEM one. Are the aftermarket ones stiff? I find tactile feel of the keys has diminished since new.

**Kevbodian** · 01-11-2011, 01:45 AM

Originally Posted by Bonka

Same part. I may do that also, but I don't think you can get an OEM one. Are the aftermarket ones stiff? I find tactile feel of the keys has diminished since new.

Well, if I find an OEM one or salvage one from a broken phone, I will let you know if it fixes it.

God, I was happy to not get an iPhone but at least Apple f*cking will deal with customers directly instead of bull-sh*tting around with the service provider. Why do they think everyone is still with the same provider? It's appalling, frankly. The phone was released less than 3 months ago. The least they should do is honor repairs free of charge within 1 year of original release. Welcome to the world, RIM.

**tyff says WHOA** · 01-11-2011, 03:07 AM

I don't have a BB9780 yet but I really want to get one. Reading all the responses in this thread is a bit discouraging but I still want one. haha I love Blackberry & their phones seem to be made perfectly for me with what they offer.

It's quite sad that RIM hasn't addressed this issue yet. It seems to happen quite frequently—though the concentration seems to be in Mexico builds, it's not entirely consistent yet. I hope this is an issue that gets fixed.

To address something that wolfgaze posted re: customer service: I used to work for AT&T Customer Service (yes, the one you call haha) & as a representative, I had very few abilities. It sucks because it's frustrating for both the customer and the representative; they can only do so much & they're not going to risk their jobs. The best way to get things worked out is by being calm & professional, politely working your way up the chain of command. The further up you go, the better chances you have with someone who can actually help.

Originally Posted by DaveInVan

Thanks, that's exactly what I'm going to try. I shouldn't already have a refurbished unit when I'm barely 1 month in to a 3 year contract!

A 3-year contract?? Holy cow!

Originally Posted by shapps000

Ok, can we beat this dead horse any longer?

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I'm not sure how to interpret this post.

I think it's good to keep hashing this out. Getting enough responses will help the members with their service providers & maybe RIM will take it to consideration.

**DaveInVan** · 01-11-2011, 03:20 AM

^^^^^^
It's a Canadian thing. I hear in the US the maximum contracts are 2 years and you can upgrade your phone each year? No such luck here; I usually get an offer to upgrade every 2.5 years, which is why I was hoping to get this key repeater issue solved before my 30 day return time.

**BLu** · 01-11-2011, 04:01 AM

No such issue for me.
Been using unbranded/generic device made in Hungary2 since UK release 3months ago. Currently running .359.

Hope you guys get a fix soon.

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**wolfgaze** · 01-11-2011, 11:59 AM

Originally Posted by tyff says WHOA

I don't have a BB9780 yet but I really want to get one. Reading all the responses in this thread is a bit discouraging but I still want one. haha I love Blackberry & their phones seem to be made perfectly for me with what they offer.

Aside from this issue, it really is a terrific phone, both in terms of features and the feel of it in your hands... Very solid construction, just this damn keypad issue.

It's quite sad that RIM hasn't addressed this issue yet. It seems to happen quite frequently—though the concentration seems to be in Mexico builds, it's not entirely consistent yet. I hope this is an issue that gets fixed.

Yup, feels like less people overseas dealing with this issue... But more of us here in the U.S. with phones constructed in the MEXICO plant...

To address something that wolfgaze posted re: customer service: I used to work for AT&T Customer Service (yes, the one you call haha) & as a representative, I had very few abilities. It sucks because it's frustrating for both the customer and the representative; they can only do so much & they're not going to risk their jobs. The best way to get things worked out is by being calm & professional, politely working your way up the chain of command. The further up you go, the better chances you have with someone who can actually help.

Agreed. I used to want to offer concessions to Customers I dealt with so maintain their loyalty to my company and our brand but my Manager was a tight-*** penny pincher who didn't want to do anything for anybody because he wasn't the one having to deal with their complaints/******** on the phone.... Put me in a bad spot trying to help the Customers.

**ubizmo** · 01-11-2011, 01:51 PM

Update: I just got my 2nd replacement 9780 (therefore the 3rd one) and it, too, has the stuttering keypad problem. This time it's less apparent on the space bar (although it did it a couple of times during testing) and more apparent on certain letters. 'M' was terrible and 'A' was also prone to doubles. 'S' and 'T' did it a few times. I was going to test every letter but gave up when it became clear that I wouldn't be keeping this phone. It's from Mexico-1.

When I called, I asked if it would be possible to get one from one of the other manufacturing sites. I was told it's not possible.

So, another 9780 is on its way. If this one doesn't work, I guess I'll have to speak to someone about swapping it for some other phone. My patience is wearing thin.

**Phill_UK** · 01-11-2011, 02:02 PM

RIM should seriously consider shutting down their shoddy Mexican manufacturing plants

...or at least hire some competent Quality Control staff there!

**wolfgaze** · 01-11-2011, 02:36 PM

Originally Posted by ubizmo

Update: I just got my 2nd replacement 9780 (therefore the 3rd one) and it, too, has the stuttering keypad problem. This time it's less apparent on the space bar (although it did it a couple of times during testing) and more apparent on certain letters. 'M' was terrible and 'A' was also prone to doubles. 'S' and 'T' did it a few times. I was going to test every letter but gave up when it became clear that I wouldn't be keeping this phone. It's from Mexico-1.

When I called, I asked if it would be possible to get one from one of the other manufacturing sites. I was told it's not possible.

So, another 9780 is on its way. If this one doesn't work, I guess I'll have to speak to someone about swapping it for some other phone. My patience is wearing thin.

Sorry to hear... That stinks... I will get my first replacement in 5-7 days....

Let us know what happens with the 3rd replacement... I wonder how many they would be willing to send you....

Originally Posted by Phill_UK

RIM should seriously consider shutting down their shoddy Mexican manufacturing plants

...or at least hire some competent Quality Control staff there!

Seriously.... Kind of a disgrace to let this happen to one of their upper-tier models too...

Does anyone know if it's possible to contact RIM directly for support on their devices? I'd be interested in knowing if it's possible to get hold of somebody who knows about the issue and could communicate if they have taken any steps to address it.

**Garry-m** · 01-11-2011, 03:05 PM

my Hungary2 on .285 seems ok so far. No rattles ,track pad's good etc

**ubizmo** · 01-11-2011, 05:02 PM

A semi-related note: Both of my replacement 9780s had screens that were not quite flush with the body along the left edge. It was slight but I could feel the difference between them and my original 9780, which I'm still using. I don't mean to divert the thread; it's just another Quality Control issue.

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**jot** · 01-11-2011, 07:13 PM

Originally Posted by ubizmo

A semi-related note: Both of my replacement 9780s had screens that were not quite flush with the body along the left edge. It was slight but I could feel the difference between them and my original 9780, which I'm still using. I don't mean to divert the thread; it's just another Quality Control issue.

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I went through six different 9780s (three for the double keypress issue, two had busted optical sensors where the trackpad would go crazy and start scrolling all over the place itself, and one had a sticking trackpad) and I really have to wonder what is wrong with RIM's QC. My last BB was a 9000 and built rock solid, and now it seems that every 2nd 9780 is defective. The main selling point for a BB, at least for me, is the fact that they are supposed to be solid and reliable communication devices. At least with this model, that does not appear to be true.

**Euranus** · 01-11-2011, 10:31 PM

Honestly, this is the 1st time I'm beginning to be disappointed in BB. I don't care for bigger screen, memory, or stupid apps, but I expect solid build quality to go with the features it does offer. Just got my replacement phone (another crap Mexico build).... no double letters so far (it didn't start until a few weeks of use with my 1st phone), but i'm already disliking the keyboard... there's far too little feedback (no click) with each key press, even less than on my last one. Wish I could transplant my old 8900 keypad on this thing....

**tedzone** · 01-12-2011, 06:04 AM

I never knew this was an issue until I read this post. I had that prob with one of my 9700s in the past.
Nothing like that on my 9780. Purchased in Canada on Rogers. Made in Mexico.

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**brewkelyn** · 01-12-2011, 06:51 AM

I'm so anxious to know if the next leak or any future OS build will resolve this issue. This problem has gotten worse on my white berry (MEX 4) and it's absolutely the only thing that's starting to ruin my experience with the 9780.

I'm willing to weather this issue out because I don't wanna give up this particular phone that has very good build quality and a much better keyboard feel than the black 9780 that I exchanged it for. However, if it truly is a hardware thing, well I just don't know what I would do.

On a more positive note, my wife gets to enjoy my old (and flawless) 8900...man I loved that phone. As long as she's happy, right...

**ubizmo** · 01-12-2011, 08:36 AM

Originally Posted by Brewkelyn

I'm so anxious to know if the next leak or any future OS build will resolve this issue. This problem has gotten worse on my white berry (MEX 4) and it's absolutely the only thing that's starting to ruin my experience with the 9780.

I'm willing to weather this issue out because I don't wanna give up this particular phone that has very good build quality and a much better keyboard feel than the black 9780 that I exchanged it for. However, if it truly is a hardware thing, well I just don't know what I would do.

I still have the first 9780 that I got on release day in November. When I got it, the keypad stuttering was present but infrequent enough not to be a dealbreaker. It's now much worse. I can seldom get through a couple of sentences without getting some doubles, especially space bar doubles.

This is why, when I got the replacement units, I took a zero-tolerance stance. I know from experience that if I see doubles at all, they're likely to get worse. With both replacement units, I saw doubles within five minutes of experimenting. They were not as frequent as what I'm experiencing now, but they were definitely there. On the second replacement, stuttering on 'M' was as frequent as every 4th time, I estimate. Space bar stuttering was much less frequent than what I now have.

I'd be very surprised if this is anything but a hardware issue.

**brewkelyn** · 01-12-2011, 08:58 AM

Unfortunately I. Think you're right. I'm purposely not correcting these few lines that I'm typinng to show you this stupid problem **** I don't think I need to convince anyone in this thread.

Keep us posted Ubizmo on your experience. I guess I need to decide if I want to go down that route or not.

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