In six years I have never had a hardware issue. Took my 9860 to Telus store on the 24th (a saturday) and today my device was back and fixed!! Nice to have a menu and return button again, and wont miss the 9360 loaner :-)
Dont know what service agreements are like ouside of the UK but one of the biggest things we sell on is that RiM, in 2012, are still THE only handset manufacturer that provides a 24-month, 24-hour on site swap-out warranty. Period.
I have some great conversations with IT Managers who say they want this latest handset or that and I ask them what their swap-out strategy will be if the device fails....what will they say to the CEO if his handset fails and they have to send it away for 10 days...? The look on their face is priceless.
