Does removing the trackball from an 8320 really void the warranty?

[KasiCatastrophe]

I'm hoping that one of you T-Mobile employees that frequent the forum can answer this question about something I was told by a BlackBerry/PDA representative tonight when I called about an issue with my 8320. (Yes, I know not to believe everything carrier reps say, but this one was so ridiculous I wanted to hear other's thoughts on it also.)

Last week the trackball "click" started acting up and I had to press the trackball in with more pressure than usual 4 or 5 times before it would respond. Then later in the week it stopped responding completely. I popped out the trackball, to see if maybe it needed cleaning, to discover that the dome switch was gone.

I called in to Customer Care and asked for the BlackBerry/PDA department. The rep asked if the phone had water damage, which as far as I know it doesn't. He then asked if the trackball has ever been removed from the phone. I was honest and said yes because I had just taken it out a few days ago, as well as replaced it a couple months ago.

After I answered he offered to transfer me to my insurance company to file a claim. I was confused when he said this because my phone is only 8 months old, meaning it is still covered by the warranty, so I asked about a warranty exchange. What the rep said next shocked me. He came out saying that if the trackball has ever been removed from the phone they can tell and will charge me an out-of-warranty fee for it.

Is this true or did I just get a rep that didn't know what he was talking about?

I am thinking the latter because I don't see why RIM would design the phone with a removable trackball for easy replacement if removing it voids the manufacturer's warranty.

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[NorrisCell]

If you have removed it and put it back in, I doubt they can tell the difference. The only time I have seen out of warranty fees is if the ball is missing and the phone is sent in that way. I don't think you have anything to worry about.

Call back, and if by some weird chance the previous rep actually documented your response, claim you didn't understand the question.

The only thing they could possibly look for is the flat metal bit being bent, but even that is debatable.

Taking the trackball out and putting it back in properly should be no more evident than doing the same thing with the battery.

[xTemptati0n]

I would fear that they would charge you the out of warranty fee because if they take the trackball out and see that the button inside is gone, they may say that it was 'negligence' on your part. They could very well say that it was your taking out the trackball that the button is faulty. I believe exactly what you're saying because I've seen similar stuff happen, but there are so many ways that this can go.

Anything you do to mod the body of your phone, while under warranty, voids the warranty. There are ways for them to tell.

[KasiCatastrophe]

Originally Posted by NorrisCell

If you have removed it and put it back in, I doubt they can tell the difference. The only time I have seen out of warranty fees is if the ball is missing and the phone is sent in that way. I don't think you have anything to worry about.

Call back, and if by some weird chance the previous rep actually documented your response, claim you didn't understand the question.

The only thing they could possibly look for is the flat metal bit being bent, but even that is debatable.

Taking the trackball out and putting it back in properly should be no more evident than doing the same thing with the battery.

That's what I thought. I don't see how they can tell that it has been taken out of the phone. I didn't actually tell him that I physically took it out of the phone. His exact words were "Has the trackball ever come out of the phone?".

Originally Posted by xTemptati0n

I would fear that they would charge you the out of warranty fee because if they take the trackball out and see that the button inside is gone, they may say that it was 'negligence' on your part. They could very well say that it was your taking out the trackball that the button is faulty. I believe exactly what you're saying because I've seen similar stuff happen, but there are so many ways that this can go.

That came to mind too. But, from what I saw a friend experience, the out-of-warranty fee is just as much as the deductible through Asurion.

That part is now available through a few parts sites so I may just go that route and fix it myself instead.

Originally Posted by Ami.

Anything you do to mod the body of your phone, while under warranty, voids the warranty. There are ways for them to tell.

Even before I replaced it the trackball had come out of the phone though. A friend knocked my phone off of a table, on to carpeted floor, when I first got it and both the silver ring & trackball fell out. That was not me modding my BlackBerry, yet it too would void the warranty because the trackball came out of the phone? That is the part that doesn't make sense. I didn't tell the rep that I physically took it out; he only asked if it had ever come out of the phone.

I'm not too worried about it because I have my Flip to use until the 9700 comes out and I can get it. I was just wondering if this sounded right.

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