- Unfortunately, I am not on any type of Social Media (FB or Twitter etc). So its only phones and emails for me.
UPDATE:
Finally got through to BB UK on the Freephone number given to me by official BB. Sounded like it was a global call centre. If the call was recorded it will show the following events:
1. Logged the case. Name, email IMEI etc
2. They offered a repair only
3. I insisted on a refund
4. After speaking to someone the chap said, replacement only and refund has to be done via CPW.
5. I informed them that the PM from BB on this forum said they will try to help me with a refund.
Call ended with the guy saying he will raise this with his senior management and send me a confirmation email in 15 min which he did.
Even though BB is offering a replacement I will try and work with them to get a refund. Right now I am too upset with this whole experience to stay with this device, and before I get slated by the people who believe I am a fake or don't exist or have time and money to waste on making BB look bad, I ask you to see things if you were in my shoes. There is only so much "die hard" fans can take and unfortunately I have reached the end of my tether.
I had a good chat with someone from TCL/Blackberry UK, the chap was very sympathetic and keen to get a replacement out to me, but I informed him that if I took BB up on their replacement I could not get the refund I am owed. TCL/Blackberry UK then said they would not be able to help me obtain a refund as they can not interfere with CPW policy. He suggested I take it back up with them. We agreed, I would not be accepting the BB replacement as I had to exhaust my options with CPW.
For @BlackBerry Mobile and anyone in the UK dealing with CPW please take a look at their website:
I called customer complaints and was totally lied to by the two agents I spoke to. They did not or would not comprehend the word "RETURN" clearly stated on their website. I explained what happened in store:
1. They could not fix it there and then
2. They did not have a replacement in stock
3. The store lied about the replacement and said this is only possible within 28 days
4. They offered to repair it only. With no estimates on repair times.
The agent agreed I was misinformed by my local store today, (the local store quoted a 28 day refund policy) where as the complaints agent said its a 30 policy but would not commit to a refund, only a repair. She then said, if I don't get back to the store today (within the 30 days) I will have no choice but to wait for the repair, as they will not replace automatically, they have to attempt a repair first.
After trying to help her understand the word RETURN we then decided to talk about UK consumer law, I tried to explain to her what my rights were and what her duty was, but it all fell on deaf ears.
For UK Consumer Law please read:
How to reject a faulty mobile phone and get your money back
During the 1 hour and 5mins on the phone with CPW, I even drove back to my local store to try and get the refund within the 30 day period but they had closed early due to the Bank Holiday.
@BlackBerry Mobile , you need to know one of your main resellers is totally and wilfully misleading me and maybe others when it comes to returning or repairing your products.
The CPW complaint ended with me being given an complaints number and being told the next level of escalation is to the Selfridges store??? I asked why, and was told only they will be able to resolve the issue. I have been given a window of 24-72 hours in order to get a response from the Selfridges store manager. I know @BlackBerry Mobile are itching to get their hands on this device, but you'll have to wait until05-29-17 02:05 PMLike 0 -
Posted via CB10stlabrat likes this.05-29-17 02:17 PMLike 1 - @BlackBerry Mobile Further UPDATE:
I had a good chat with someone from TCL/Blackberry UK, the chap was very sympathetic and keen to get a replacement out to me, but I informed him that if I took BB up on their replacement I could not get the refund I am owed. TCL/Blackberry UK then said they would not be able to help me obtain a refund as they can not interfere with CPW policy. He suggested I take it back up with them. We agreed, I would not be accepting the BB replacement as I had to exhaust my options with CPW.
For @BlackBerry Mobile and anyone in the UK dealing with CPW please take a look at their website:
I called customer complaints and was totally lied to by the two agents I spoke to. They did not or would not comprehend the word "RETURN" clearly stated on their website. I explained what happened in store:
1. They could not fix it there and then
2. They did not have a replacement in stock
3. The store lied about the replacement and said this is only possible within 28 days
4. They offered to repair it only. With no estimates on repair times.
The agent agreed I was misinformed by my local store today, (the local store quoted a 28 day refund policy) where as the complaints agent said its a 30 policy but would not commit to a refund, only a repair. She then said, if I don't get back to the store today (within the 30 days) I will have no choice but to wait for the repair, as they will not replace automatically, they have to attempt a repair first.
After trying to help her understand the word RETURN we then decided to talk about UK consumer law, I tried to explain to her what my rights were and what her duty was, but it all fell on deaf ears.
For UK Consumer Law please read:
How to reject a faulty mobile phone and get your money back
During the 1 hour and 5mins on the phone with CPW, I even drove back to my local store to try and get the refund within the 30 day period but they had closed early due to the Bank Holiday.
@BlackBerry Mobile , you need to know one of your main resellers is totally and wilfully misleading me and maybe others when it comes to returning or repairing your products.
The CPW complaint ended with me being given an complaints number and being told the next level of escalation is to the Selfridges store??? I asked why, and was told only they will be able to resolve the issue. I have been given a window of 24-72 hours in order to get a response from the Selfridges store manager. I know @BlackBerry Mobile are itching to get their hands on this device, but you'll have to wait until
Posted via CB1005-29-17 02:30 PMLike 0 - Such a nightmare. I'll wait patiently for amazon to have them in stock for easy return. I wonder if TCL has US warranty department. Amazon does not repair.05-29-17 02:44 PMLike 0
- @BlackBerry Mobile Further UPDATE:
I had a good chat with someone from TCL/Blackberry UK, the chap was very sympathetic and keen to get a replacement out to me, but I informed him that if I took BB up on their replacement I could not get the refund I am owed. TCL/Blackberry UK then said they would not be able to help me obtain a refund as they can not interfere with CPW policy. He suggested I take it back up with them. We agreed, I would not be accepting the BB replacement as I had to exhaust my options with CPW.
For @BlackBerry Mobile and anyone in the UK dealing with CPW please take a look at their website:
I called customer complaints and was totally lied to by the two agents I spoke to. They did not or would not comprehend the word "RETURN" clearly stated on their website. I explained what happened in store:
1. They could not fix it there and then
2. They did not have a replacement in stock
3. The store lied about the replacement and said this is only possible within 28 days
4. They offered to repair it only. With no estimates on repair times.
The agent agreed I was misinformed by my local store today, (the local store quoted a 28 day refund policy) where as the complaints agent said its a 30 policy but would not commit to a refund, only a repair. She then said, if I don't get back to the store today (within the 30 days) I will have no choice but to wait for the repair, as they will not replace automatically, they have to attempt a repair first.
After trying to help her understand the word RETURN we then decided to talk about UK consumer law, I tried to explain to her what my rights were and what her duty was, but it all fell on deaf ears.
For UK Consumer Law please read:
How to reject a faulty mobile phone and get your money back
During the 1 hour and 5mins on the phone with CPW, I even drove back to my local store to try and get the refund within the 30 day period but they had closed early due to the Bank Holiday.
@BlackBerry Mobile , you need to know one of your main resellers is totally and wilfully misleading me and maybe others when it comes to returning or repairing your products.
The CPW complaint ended with me being given an complaints number and being told the next level of escalation is to the Selfridges store??? I asked why, and was told only they will be able to resolve the issue. I have been given a window of 24-72 hours in order to get a response from the Selfridges store manager. I know @BlackBerry Mobile are itching to get their hands on this device, but you'll have to wait until05-29-17 04:55 PMLike 0 - No they're not 'taking it too far now', their holiday long weekend has been spent trying to sort this out, in a time frame set by the phone seller. An incorrect time frame period, now corrected through the diligence of the OP.
The OP is frustrated and upset, and been given a hard time by some in this thread re the 'reality' of the event etc
OP, I'm thankful you started this thread, kept us informed and alerted us to this issue, thank you 😀Last edited by Heavens1; 05-29-17 at 06:31 PM.
jmr1015 likes this.05-29-17 05:25 PMLike 1 - Am I the first person in the world this has happened too? @BlackBerry Mobile very disappointing. I feel so let down
The phone was dropped during a call onto the centre console in my car. Didn't even fall that far.
Luckily I was able to continue to call.
BUT VERY angry at build quality.05-29-17 05:31 PMLike 0 -
BlackBerry doesn't warranty anything not purchased directly from them and some retailers such as amazon direct you back to the manufacturer. Pretty stupid but said company doesn't sell phones anymore so we see where that went.
I hope TCL isn't the same way.krazyatom likes this.05-29-17 05:39 PMLike 1 - Nope they don't. They're amazing though. No hassle 30 day return period but they do not process warranties. During the DR period you would get stuck in loophole hell with both parties redirecting you back and forth lolll.
BlackBerry doesn't warranty anything not purchased directly from them and some retailers such as amazon direct you back to the manufacturer. Pretty stupid but said company doesn't sell phones anymore so we see where that went.05-29-17 05:43 PMLike 0 -
This was when BlackBerry and DR ran the show.
Most people get their phones from a carrier so I guess that worked out for most because you just file a warranty claim through the carrier.
A lot of 3rd party resellers however, amazon included, send you back to the manufacturer. And BlackBerry send you back to the retailers. Hence you're SOL.
That was then, not sure how TCL will be.05-29-17 05:52 PMLike 0 - Look it up on google and see what you find loll
This was when BlackBerry and DR ran the show.
Most people get their phones from a carrier so I guess that worked out for most because you just file a warranty claim through the carrier.
A lot of 3rd party resellers however, amazon included, send you back to the manufacturer. And BlackBerry send you back to the retailers. Hence you're SOL.
That was then, not sure how TCL will be.
Anyway it is a gamble to buy from Amazon.
What about Bestbuy?
Do they do repaired?05-29-17 05:55 PMLike 0 - No they're not 'taking it too far now', their holiday long weekend has been spent trying to sort this out, in a time frame set by the phone seller. An incorrect time frame period, now corrected through the diligence of the OP.
The OP is frustrated and upset, and been given a hard time by some in this thread re the 'reality' of the event etc
OP, I'm thankful you started this thread, keep us informed and alerted us to this issue, thank you ������05-29-17 06:03 PMLike 3 - Look it up on google and see what you find loll
This was when BlackBerry and DR ran the show.
Most people get their phones from a carrier so I guess that worked out for most because you just file a warranty claim through the carrier.
A lot of 3rd party resellers however, amazon included, send you back to the manufacturer. And BlackBerry send you back to the retailers. Hence you're SOL.
That was then, not sure how TCL will be.05-29-17 06:11 PMLike 0 -
- Definitely a flaw with that particular unit perhaps. No other reports from anyone experiencing such the same occurrence. OP needs to explore warranty options first, we can't help here... not yet anyway! I highly doubt that this is a systemic issue.
Buy a Harley Davidson and the rear view mirrors will probably fall off before getting off the lot LOL.
Passport. SQW100-1 OS 10.3.3.216305-29-17 07:09 PMLike 0 -
- @BB_PP UK Consumer law is there to protect consumers like me. BB/TCL sold a faulty product. I am well within my rights to obtain a refund. Why should I settle?
You're not required to have a pos product repaired if it was clearly a manufacturering defect, return it and be done with it.
The odds are high you'll be entering into a world of headache if you try and repair it. You already have this much trouble just trying to get a refund on a phone under 30 days old....05-29-17 08:24 PMLike 0 - Time to get a replacement from BlackBerry Mobile as offered since you didn't try to return to CPW prior to 30 days. A poster actually posted that here 4-5 days ago.
Would your credit card cover the purchase?05-29-17 08:28 PMLike 0
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