Warranty Issue with 9650 Bold

[JREwing]

The trackpad on my 9650 Bold is cracked. My warranty is supposedly one year. I've had it 10 months.
I went to my Sprint Store to inquire about how to get it fixed under warranty and they just gave me the 877-255-2377 RIM number and told me to call them since the crack was not yet affecting my navigation of the device. So I call the number and I can't figure out how to navigate the maze of instructions.
I did not buy insurance, but this is a warranty problem. I think the service I got from Sprint was pretty rotten to say the least.
Couldn't Sprint have just taken care of my problem at the store?
I want this taken care of before it goes out of warranty.

[Fubaz]

i would call a sprint customer service line and tell them your BB wont turn on and is giving like Error 507.

and then the new one arrive, do device switch and then 507 the 9650 you have with bbsak.

That is what I would do and have done when Bell didnt want to take care of me within my warranty period. And just so you know it isnt the 'honest or truthful' thing to do, and you will probably get a refurbished device.

[MissJennell]

Originally Posted by Fubaz

i would call a sprint customer service line and tell them your BB wont turn on and is giving like Error 507.

and then the new one arrive, do device switch and then 507 the 9650 you have with bbsak.

That is what I would do and have done when Bell didnt want to take care of me within my warranty period. And just so you know it isnt the 'honest or truthful' thing to do, and you will probably get a refurbished device.

The problem with this advice is it won't work with Sprint. Sprint will make you go to the nearest repair store.

[JREwing]

After spending some time with Blackberry, I have these observations:
1. Blackberry customer service was excellent. The lady at RIM stayed on the line with me while she contacted by local Sprint corporate store to try to get my problem resolved.
2. The Sprint store customer service was horrible. I walk into their store and they just shove an 877 number in my face and tell me to resolve it myself. I found out later that they could have offered for $35, a repair or replacement on my phone where I could have had my phone back in 24 hours. They did not tell me that. After Blackberry got done with them, I now have an eticket number and will take my BB in next week and will have my problem resolved. If it wasn't for Blackberry Customer Service, I would be screwed.

[Slammer]

Do you have Insurance? Seems like they would just ordered ya a replacement?

[Snipperdo17]

Sprint for whatever reason hates exchanging phones. They are really cheap

[mustangboy88]

I'm confused about what your angry about. So you don't have insurance, but you wanted Sprint to fix your situation. They did. They gave you a number to contact RIM to repair your phone. You claimed you had a 1 year warranty with BB, and you're absolutely right. Therefore the route you have to take is through RIM. They didn't do anything wrong. This is just the steps you have to pursue with a manufacturer warranty vs. TEP. By the sound of your post you were definitely stern and upfront about your 1 yr warranty. Sprint does not have to honor that, RIM does.

Typed on my CyanoSavaged SuperEvo.

[Snipperdo17]

Originally Posted by mustangboy88

I'm confused about what your angry about. So you don't have insurance, but you wanted Sprint to fix your situation. They did. They gave you a number to contact RIM to repair your phone. You claimed you had a 1 year warranty with BB, and you're absolutely right. Therefore the route you have to take is through RIM. They didn't do anything wrong. This is just the steps you have to pursue with a manufacturer warranty vs. TEP. By the sound of your post you were definitely stern and upfront about your 1 yr warranty. Sprint does not have to honor that, RIM does.

Typed on my CyanoSavaged SuperEvo.

For the most part, in that one year, you take it back to Sprint. They normally do take care of you. They can replace the trackpad and it should only cost the $35. If its not something they can handle they might direct you to RIM but a trackpad issue, they can fix.

[meistro]

with most of the new blackberries that have been released thru sprint they are not allowed to open the phone and replace parts. they want to send them back to RIM so they can see what the issues are. If you really want to fix it. go back to the store with a 507 error on the device and have them order you a replacement or you can go to ebay order the part and fix it yourself.

[akaquietstorm]

Maybe it is the store you went to...I have never (knock on wood) had a problem with Sprint and replacing my phone..But I also always had insurance on all my phones.

[MaxGunner]

Originally Posted by JREwing

The trackpad on my 9650 Bold is cracked. My warranty is supposedly one year. I've had it 10 months.
I went to my Sprint Store to inquire about how to get it fixed under warranty and they just gave me the 877-255-2377 RIM number and told me to call them since the crack was not yet affecting my navigation of the device. So I call the number and I can't figure out how to navigate the maze of instructions.
I did not buy insurance, but this is a warranty problem. I think the service I got from Sprint was pretty rotten to say the least.
Couldn't Sprint have just taken care of my problem at the store?
I want this taken care of before it goes out of warranty.

The EXACT same thing happened to me. Sprint said call RIM. RIM said call Sprint. I called the Corporate rep I originally got my 9650 through last summer and he gave me a new number at Sprint. They "can't" (won't) help me or honor their warrenty, but will be glad to sell me a brand new phone. CSR was shocked when I said I "absolutely would not" give him a thumbs-up if asked about his customer service.

So one day after the warrenty expires (which apparently is worth nothing anyway) and the thing dies, I'll foolishly stumble into Sprint again. They will point to the calendar, smile, and offer to sell me a new phone.

Ridiculous.


MG

[MaxGunner]

Originally Posted by akaquietstorm

Maybe it is the store you went to...I have never (knock on wood) had a problem with Sprint and replacing my phone..But I also always had insurance on all my phones.

They pointed out I didn't have insurance. I pointed out insurance isn't necessary for a warranty replacement. I still have a phone with a cracked trackpad, and they're still in the shadows licking their chops waiting for my phone to die out of warranty and looking forward to selling me a new one. Baloney.


MG

[cheech4]

its definitely the store, and not Sprint in general. I have had problems with my phones and my local store is great with repairs and exchanges, while other stores were nightmares.

[MaxGunner]

Originally Posted by cheech4

its definitely the store, and not Sprint in general. I have had problems with my phones and my local store is great with repairs and exchanges, while other stores were nightmares.

The folks at the store were friendly, but no help. They gave me RIMs number (877-255-2377). My Corp rep then gave me a number at Sprint (877-654-9111). They were no help at all.

I'll try another store, I guess, though where I live, there aren't that many to choose from.


MG

[arcadence]

Originally Posted by meistro

with most of the new blackberries that have been released thru sprint they are not allowed to open the phone and replace parts. they want to send them back to RIM so they can see what the issues are. If you really want to fix it. go back to the store with a 507 error on the device and have them order you a replacement or you can go to ebay order the part and fix it yourself.

Not true at all. I've sat in the Sprint store and watched the techs (thru the glass window they have) open my phone and dissect it. Whether or not they're supposed to (I don't know their protocol), I know that they do it.

Typically, I've had good luck getting my phones replaced via phone and not having to go to the store. Sprint usually ships out next day or 2nd day air.