our experience with BlackBerry Alcatel Keyone device return/ exchange: Great!

First Keyone had a screen separation about 3 weeks ago,(drop on the floor-clearly no adhesive !) we returned the unit to Rogers, waited about 10 days to get a new one..few days in we found the camera was defective; with Dots and spots appearing on every pictures... Rogers told us to deal with BlackBerry support.

Given the stories we heard, we braced ourselves for the bad and terrible support as sometime reported on these Forums.. Well, the experience was excellent!, from the initial contact, to periodic follow-up. got the new Keyone device within a week.

I remember reading a few bad customer service experience following the launch of Keyone, it would seem they have improved. Any other happy customer service experience out there?

Same here in the UK. Sent to Alcatels local repairer and gave me a login for a website with a reference number. I was able to track entire repair process and was returned in 8 working days.

I sent it in around the time the screen issue first came to light and they'd announced a fix, so although I only sent it for a fingerprint led issue, I got a new screen without even asking.

Impressed.

Worst thing was the fact I had to use a windows phone as a temp handset. Can't understand why people raved about them - they're garbage.

Originally Posted by jimmykav

Worst thing was the fact I had to use a windows phone as a temp handset. Can't understand why people raved about them - they're garbage.

windows phone had a nice interface and surprisingly long update support. That's why people liked them. Now though? Their pretty much in the same state as BB10

great improvement on BBMo part. good to hear. start to set up a piggy bank for next BB handset (actually, in slot machine format that large enough to hold twonies and loonies ;-).

In my experience, BB care is horrendous. I'm not going into detail here as my experiences (plural) with them is well documented on the forum in the other threads.

Yes, fully aware of the horrendous experiences (plural) I read about BB support on Keyone devices.. I was surprised how good it was for our return unit.