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08-06-19 07:54 AM
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  1. Dunt Dunt Dunt's Avatar
    After weeks, I have been told by BlackBerry that since my KeyOne was out of warranty and that I physically abused my phone, that they will not fix it. And they want me to pay $63 to them for their time on a phone that THEIR screen separated from.

    I "nicely" informed them that dropping the phone twice in two years (because of its slippery outside) does not constitute abuse. So this is how they treat a BB customer of 10 years standing. I have a Key 2, and this will be my last BB. I didn't pay $600 for a phone that could stay together 21 months.
    Dropping it once is what they (industry) calls abuse.

    Might make a difference - when your KEYone was manufactured. Really only those made before the change in the manufacturing process would qualify. But then I've never heard of any official extension of coverage beyond the standard warranty.
    05-17-19 02:39 PM
  2. lawrev's Avatar
    Mine was an early build. Still, BB will not cover any more Key Ones according to this tech. Well, let me rephrase that - if you pay them to fix their shoddy manufacturing, they will order the part and fix it, and send back to you.
    05-17-19 08:21 PM
  3. Crusader03's Avatar
    Mine was an early build. Still, BB will not cover any more Key Ones according to this tech. Well, let me rephrase that - if you pay them to fix their shoddy manufacturing, they will order the part and fix it, and send back to you.
    Personally, if you want to keep it, take it to a cell phone repair shop, many YouTube video's show just how easy it is to change and the screen cost is negligible, if you want to spend the money on the unit that is.
    05-17-19 08:44 PM
  4. dxvigne's Avatar
    Repair shop? I was quoted $120 to replace/fix the back cover. seems reasonable right?! TCL / BlackBerry support told me to send it in the mail and they "will see whether we can repair it or not" ....I saw the YouTube tutorial to repair it on your own...I dunno...
    05-17-19 09:47 PM
  5. cbvinh's Avatar
    This is a follow-up...

    I was pressed for time with fixing the KEYone prior to a trip and I had already ordered a tube of B-7000 15ml (about $1.50 USD via eBay). I cleaned off any residue that I found from the original factory gluing. I applied the B-7000 all around the screen edges and pressed the screen to the body. I used two clamps to keep pressure between the screen and the body during drying.

    In the instructional videos found on YouTube, with other phones, they say that B-7000 is a good screen adhesive as it takes a few minutes before it sets (allowing for adjustments), easy to clean before it sets (is rubbery like rubber cement and easy to rub off), sets fully in 24 hrs, and can be /removed/ with a heat gun if the screen one day needs replacing.

    I took the phone to Thailand, where it got as hot as 40 C and no issues.

    Since I did the gluing myself and only on the edges, I feel that I applied the adhesive to be just enough to hold the screen and still allow it to be replaceable. The fixed KEYone's are no doubt bettered glued, but the screen is probably hard to replace. 15ml was way more than I needed too.
    Last edited by cbvinh; 05-29-19 at 07:53 AM.
    Tim-ANC likes this.
    05-29-19 07:43 AM
  6. zephyr613's Avatar
    Well, it finally happened. After 2+ years of daily abuse, my beloved Black BBB100-3 CDMA K1 screen came loose yesterday. I currently have it taped with scotch tape along the edges, waiting for my tube of B-7000 to show up. I was lucky enough to see it before it tore the ribbon of, so the phone is still working fine, just having tape on the screen/body does make it look a little "homeless"...

    Not that there is anything wrong with that, just to confirm, I am not knocking on the homeless at all in this "PC" world we live in
    BigBadWulf likes this.
    05-31-19 02:44 PM
  7. Prahas's Avatar
    I got this issue in the last week of May 2019. I sent my device to repair center, they asked me to pay $63, when I called customer service they said your device should be covered under warranty as it is a manufacturing defect. All this happened June 6th. But after that I received no response or update regarding my device.

    Dont know if they are fixing it or should I pay. Nothing. The worst service I have experienced. Can any one suggest something genuine.
    06-17-19 02:58 AM
  8. cbvinh's Avatar
    I got this issue in the last week of May 2019. I sent my device to repair center, they asked me to pay $63, when I called customer service they said your device should be covered under warranty as it is a manufacturing defect. All this happened June 6th. But after that I received no response or update regarding my device.

    Dont know if they are fixing it or should I pay. Nothing. The worst service I have experienced. Can any one suggest something genuine.
    Don't you have to wait for it to come back first?
    06-17-19 06:03 AM
  9. Prahas's Avatar
    Why should it come back? The device is still with them.
    06-17-19 08:03 AM
  10. the_boon's Avatar
    Why should it come back? The device is still with them.
    If they demand payment to release the device back to you then I guess you don't have much of a choice unless you escalate the situation and show the messages to someone higher up at BBMo for them to contact the service center and tell them not to charge you.

    Me personally, if my screen lifted by now I would just purchase the LCD on eBay and do it myself.

    I worked on the KEYone before, it's pretty easy.
    06-17-19 08:40 AM
  11. Prahas's Avatar
    If they demand payment to release the device back to you then I guess you don't have much of a choice unless you escalate the situation and show the messages to someone higher up at BBMo for them to contact the service center and tell them not to charge you.

    Me personally, if my screen lifted by now I would just purchase the LCD on eBay and do it myself.

    I worked on the KEYone before, it's pretty easy.
    Yeah I did escalate, thats when they asked me to pay. I wouldnt mind paying if they say thats the only option.

    I didnt pay because the customer service asked me not to as this should be covered under warranty.
    06-17-19 09:03 AM
  12. NightFire's Avatar
    My KEYone slipped onto the floor. It had a case on it but the screen came loose. I carefully put it back in place but nothing came onto the screen even though the phone itself was still working. I was devastated. It happened Monday evening. I called BlackBerry Mobile support and it was early enough that someone was still there to take calls. They set me up to send it in for repair and said it would not cost me anything. They were very considerate when they spoke to me. I just hope they can fix it and get it back to me as soon as possible. I was NOT expecting this after having it for 21 months. You see, it is one that I won here at CrackBerry. Right when it was first released. I am hoping for the best. FEDEX said it would arrive at the facility address on Friday which means it will not show up here till next week at the earliest. It was sent to a facility in Florida (I am in Oregon) via FEDEX (probably expedited ground). FORTUNATELY I still have my PRIV which was in semi retirement. It has stepped up to serve me again full time, just like a true veteran. I took some photos of the sunset with it yesterday and it reminded me of how great its camera is for sunset photos. I will probably post a few in the PRIV photo thread!
    PS I was going to photograph it lying forlornly on the floor with the screen askew but I just wanted to see if the screen would work when I carefully put it into place. But alas....
    You give me hope, as I am still rocking a launch day device from Amazon and figured I would be SOL.

    Hope I am not jinxing myself!

    Posted via CB10
    06-24-19 11:46 PM
  13. Sigewif's Avatar
    Did your screen come loose on yours? Does it still turn on?
    06-25-19 02:12 AM
  14. Sigewif's Avatar
    I got this issue in the last week of May 2019. I sent my device to repair center, they asked me to pay $63, when I called customer service they said your device should be covered under warranty as it is a manufacturing defect. All this happened June 6th. But after that I received no response or update regarding my device.

    Dont know if they are fixing it or should I pay. Nothing. The worst service I have experienced. Can any one suggest something genuine.
    Have you tried phoning them? I called them a couple of times while my KEYone was in the shop. Be sure to have the original code they gave you the first time you contacted them by email. Their response over email did not seem to function as well as contacting them directly.
    06-25-19 02:38 AM
  15. thinkdan's Avatar
    Does anyone know if the KeyONE AT&T Black Edition was also affected by the screen separation issue?
    Thanks!
    08-02-19 11:09 PM
  16. Sigewif's Avatar
    Does anyone know if the KeyONE AT&T Black Edition was also affected by the screen separation issue?
    Thanks!
    I am pretty sure that it was only the early edition Silver KEYones that had the screen separation problem.
    08-02-19 11:22 PM
  17. RLeeSimon's Avatar
    passports also had screen lift... I think they use the same glue... But I tried to buy some of that glue but if they're sold out at the dollar store up the street from the maquiladora in Mexico where the things were made...
    08-03-19 11:38 AM
  18. Tim-ANC's Avatar
    Does anyone know if the KeyONE AT&T Black Edition was also affected by the screen separation issue?
    Thanks!
    I have had one almost 2 years. No problems with the screen.
    08-06-19 07:54 AM
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