02-01-16 02:21 PM
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  1. seemsixty7's Avatar
    I purchased my BlackBerry Passport September 25th, 2014 from Shop BlackBerry. I had no issues getting my device and I have been thrilled with it since. Saturday, March 21, 2015 I noticed the lower right side of my screen was doing the lift separation that I had seen a few posts about. I had been thankful that mine had not done the separation each time I read those posts. I went back to those posts to see what others had done to get theirs fixed. I thought let me see what BB has to say. I contacted ShowBlackberry through the Blackberry Support site using the Request for support page.

    Contact BlackBerry Support - Online Resources - Call BlackBerry - US

    I selected the option that I purchased from ShopBlackBerry

    Filled out the support request and then rec'd a call from BlackBerry within about 10 minutes. The representative informed me I was with in my 6 month Advantage exchange warranty period and that I had two options.
    1. Blackberry will send me a replacement phone and I will send mine back to them. This option requires a CC to be on file in case they don't get your damaged phone back.
    2. They will send me a box for me to send my phone in to be examined and repaired or replaced. This is the only option past 6 months during the 1 year warranty.

    I said I'll take option 1. So they sent me another email to follow up with where to send the phone. I am waiting on the next steps.

    I posted this so others could realize that there is a 1 year warranty on the passport (for USA at least, pretty sure others too)

    You don't have to fix it yourself or think you are simply out of luck if your phone starts separating.

    Hopefully this helps someone.

    I will update this as the process moves forward.
    03-23-15 10:56 AM
  2. nolimits7's Avatar
    I am glad to see BlackBerry standing behind their products. IMO this is the only way for them to keep people coming back for more.
    seemsixty7 likes this.
    03-23-15 11:39 PM
  3. seemsixty7's Avatar
    Just an update: I spoke with BlackBerry Support on the RMA for my passport. Originally I was going to use the Exchange program, They called me a few times to get everything in place, even though I missed their calls they were persistent. I went to give them the CC to secure the Exchange phone, but they stated the billing and ship to address had to be the same. This did not work for me as I am selling my house that I currently have listed as my billing address, so I sad scratch that, just send me the box to send my Passport in for repair/replace. So I am waiting for the box to come in. Should be here tomorrow. Then I will send my Passport in and make use of my White Z30 Backup in the meantime. I will update again when I get some more info from BlackBerry.
    03-30-15 03:31 PM
  4. seemsixty7's Avatar
    Update: Circumstances seem to be making this more difficult than it should be. I chose to send my phone in to Blackberry to be repaired. I planned on using my backup phone a new White Z30, I bought in February from ShopBlackberry. Since it uses a MicroSIM, I have to use a different Sim card, so I went through the effort to contact T-Mobile to convert a MicoroSIM I already had from another line to my actual line, They stated I need to do a release on the SIM and it could take up to 24 hours. I said ok. While waiting I though I may as well power up the Z30. I had left it in the drawer after initially getting my girlfriend to try in using 10.3.1. So after sitting for a few weeks the battery was drained and low an behold the issue with 10.3.1 and a drained battery leads to a screen not waking back up. JOY! So I called BlackBerry after trying several hard resets and using BBLink to update the software a few times. NO LUCK! I BlackBerry is now sending me a second box for a repair of my Z30. So now I will have to fall back to my backup Z10. JOY! Talk about some circumstances all coming together at the same time! LUCKY LOL. I will update once I get my phone back or something else happens. FYI BlackBerry Support has been great and making sure I am on track for each step. They even sent an email to state hey we see you got the return box, do you need any help, let us know you did actually get it please.
    Last edited by seemsixty7; 04-01-15 at 11:14 AM.
    LeeU1911 likes this.
    04-01-15 10:33 AM
  5. newcollector's Avatar
    Seemsixty7, so sorry you are having the issues. However it is gratifying to know that BlackBerry is on the ball and is going to take care of you. I appreciate your posts on this subject and hope you will continue to update us as repairs progress.

    After only a week a d a half with my Passport, I went back to my Z10 to do some browsing. I was surprised how small the screen seems and how normal the Passport seems in comparison. Z10 is a great phone, but it doesn't compare with the Passport. Hope repairs are quick and you can lay aside your backup soon.

    Posted via CB10
    seemsixty7 likes this.
    04-02-15 08:42 AM
  6. Poi25's Avatar
    Since it uses a MicroSIM, I have to use a different Sim card, so I went through the effort to contact T-Mobile to convert a MicoroSIM I already had from another line to my actual line
    You do realize there's little SIM adapters?

    http://www.amazon.com/MediaDevil-Sim...UvbUpU11527129
    04-02-15 12:01 PM
  7. robsteve's Avatar
    You do realize there's little SIM adapters?

    http://www.amazon.com/MediaDevil-Sim...UvbUpU11527176
    The SIM adapters can get stuck and break the SIM reader. There are lots of posts about that on CrackBerry. I bet it was one of the reasons the Passport has a Nano SIM.
    04-02-15 12:12 PM
  8. seemsixty7's Avatar
    Thank you, and yes I do realize there are Sim Adapters, and I have one I am using in another device. I just didn't have one handy. I did happen to have a microsim available though it should be easy enough to have Tmobile just activate it as needed, and they stated it was not a big deal to do so. Takes two hours. I do believe I will order another SIM adapter or two for future issues.

    Thanks!

    You do realize there's little SIM adapters?

    http://www.amazon.com/MediaDevil-Sim...UvbUpU11537725
    04-06-15 08:41 AM
  9. seemsixty7's Avatar
    I had not heard of the Adapters messing up the reader. Good to know.

    Thanks!

    The SIM adapters can get stuck and break the SIM reader. There are lots of posts about that on CrackBerry. I bet it was one of the reasons the Passport has a Nano SIM.
    04-06-15 08:43 AM
  10. bluetroll's Avatar
    Sim adapters work fine.

    They only fail with user error. If you get a quality adapter like the Noosy, you won't have any problems.

    Posted via CB10
    04-06-15 08:53 AM
  11. seemsixty7's Avatar
    Update:
    I received my Z30 Repair box(for my back up phone) today. I am sending that one in today. I contacted BlackBerry about the status of my Passport and the reply was my phone has been verified and started the repair process yesterday. They rec'd it on Monday so it took essentially 2-3 days to be "verified" This whole process is rather cumbersome so far and shows they need a lot of work on providing customer service. I imagine when they could pass that off to the Carriers it was much easier on them. I am enjoying the use of my old Z10. The phone is considerably smaller, but I do find it nice just to carry around with ease. The phone works great and is still quick to respond. I will send the Z30 off today to start the "Process" on that phone too. JOY!
    04-09-15 01:06 PM
  12. seemsixty7's Avatar
    Update: What seems like forever to get my phones repaired has simply been close to 4 weeks now. Whew! Kinds of sad really. BB does respond quickly when asked what the status is, they just don't have anything to tell me though. My Z30 arrived at BB yesterday. My RMA person stated he would let me know when he actually sees it or gets a status on it. My Passport arrived at BB on the 6th, when I asked a that RMA specialist's status of my phone , he simply replied he has not seen any updates but would notify me as soon as he knew the status of my repair. I have been using my Z10 in the mean time and find it to be a very capable phone. I am actually enjoying the size of it for going in and out of my pocket and easy to handle or carry. Screen size is small in comparison to the Z30 or the Passport. The Bluetooth range seems to be significantly weaker compared to my Z30 or my Passport though. Kind of frustrating. At this point I am not impressed with the BB hardware support effort. I'm just not sure why this process takes so incredibly long.
    04-14-15 08:06 AM
  13. Danny Ocean's Avatar
    Update: What seems like forever to get my phones repaired has simply been close to 4 weeks now. Whew! Kinds of sad really. BB does respond quickly when asked what the status is, they just don't have anything to tell me though. My Z30 arrived at BB yesterday. My RMA person stated he would let me know when he actually sees it or gets a status on it. My Passport arrived at BB on the 6th, when I asked a that RMA specialist's status of my phone , he simply replied he has not seen any updates but would notify me as soon as he knew the status of my repair. I have been using my Z10 in the mean time and find it to be a very capable phone. I am actually enjoying the size of it for going in and out of my pocket and easy to handle or carry. Screen size is small in comparison to the Z30 or the Passport. The Bluetooth range seems to be significantly weaker compared to my Z30 or my Passport though. Kind of frustrating. At this point I am not impressed with the BB hardware support effort. I'm just not sure why this process takes so incredibly long.
    Yeesh. You sound like a problem customer. Based on your narrative, it sounds like BlackBerry has stood by their warranty and made every reasonable effort to accommodate you. They are honoring their warranty in a way to inconvenience you as little as possible, and your synopsis is that you are "not impressed with the BB hardware support effort." I wonder what your reaction will be when you have to deal with a company that truly has poor post sale support?

    Posted via CB10
    Last edited by Danny Ocean; 04-15-15 at 08:39 AM.
    04-15-15 08:22 AM
  14. joshua_sx1's Avatar
    You don't have to fix it yourself or think you are simply out of luck if your phone starts separating.

    Hopefully this helps someone.

    I will update this as the process moves forward.
    So are you still recommending sending it back than doing a quick fix which is somehow effective?



    Posted via CB10
    04-15-15 08:29 AM
  15. seemsixty7's Avatar
    Yeesh. You sound like a problem customer. Based on your narrative, it sounds like BlackBerry has stood by their warranty and made every reasonable effort to accommodate you. They are honoring their warranty in a way to inconvenience you as little as possible, and your synopsis is that you are "not impressed with the BB hardware support effort." I wonder what your reaction will be when you have to deal with a company that truly has poor post sale support?

    Posted via CB10
    I am assuming Sarcasm on that. Just to make sure though. Next week I will have been without my phone for essentially a month. I typically use my phones until the next one I want comes out, average about 1 every year. I pay for my phones outright, and would like to utilize that phone for that length of time. I have owned my Passport for almost 6 months, of which one month of those by then will be at BlackBerry. I have not stated they have poor post sale support. I have stated I am not impressed with their effort. I have been using BlackBerry phones for almost 10 years now and I have been very patient with this effort. This is not a complaint topic, but a documentation of the experience I am having while utilizing the BlackBerry Support to get my phones worked on for Warranty items. Hopefully someone here finds it useful, and if it helps Blackberry themselves see where they can make improvements in their system, even better.
    04-15-15 11:11 AM
  16. seemsixty7's Avatar
    So are you still recommending sending it back than doing a quick fix which is somehow effective?



    Posted via CB10
    Yes Actually I do. I do believe BlackBerry is growing into this new role to support end devices directly rather than the carrier channel. Apple has the benefit of their stores being readily available and iPhone users simply walk in and get their phone fixed. BlackBerry doesn't have that option. I have had a number of BlackBerry phones. I have fixed many of them myself, simply because the repair was needed based on something stupid I did, not the fault of the phone. (i.e. drop in water, crack the screen) I have always felt my BlackBerry phones have been pretty durable though, especially in comparison to iPhones or popular android phones.

    Even though I am not impressed thus far, I do believe they will eventually grow into this support channel.
    04-15-15 11:16 AM
  17. seemsixty7's Avatar
    Update: I just rec'd a reply email from my RMA representative at BlackBerry and my Phone(Passport) has been repaired and has been packaged and ready to ship. They gave me a FEDEX tracking number. I should have it back in the next few days. Although the process has taken a while, the response from BlackBerry has been good. They have been very responsive to Status updates and typically respond with in a few hours.
    04-15-15 12:44 PM
  18. seemsixty7's Avatar
    UPDATE: Woohoo! Both of my phones arrived this morning. I knew the Passport was on the way, but I was not expecting he Z30 to make it back so soon. The Z30 was sent in a week after the passport. So both phones are in my hands and it appears that both issues were repaired. I powered both up and low and behold two new updates, are being applied. One for each phone that is.

    Customer service from RMA representatives(Louis and Peter) was good. They were quick to respond to my inquiries via Email.
    Shipping process was quick. Once they told me they were sending me something it arrived pretty quickly via FEDEX international Priority. One Day to get my phones back once they sent them to me.
    Repair Process was slow for the passport. It took them 9 days from the point the repair department rec'd it.
    Repair Process for the Z30 was quick in comparison. 2 days from the point the repair department rec'd it. MUCH Better!
    I'm not sure of the complexity in the differences of the repairs and if that had an impact on the timing or not.
    I believe BlackBerry Followed through on this well. The process needs work, but I do believe they are working on it. Looking at the two differences in the time for each phone make it seem like they are in the works and have the potential to get things in and back to the user in a reasonable amount of time.

    Thank you BlackBerry keep up the good work.
    04-16-15 11:09 AM
  19. seemsixty7's Avatar
    Hello all. I'm back to report on the Screen lift issue once again with my passport. After about 10 months the issue has returned. I noticed the screen lifting up last night. It seems worse this time. I have contacted Blackberry again to see what my options are for getting it repaired again.
    01-22-16 08:31 AM
  20. Dlanod's Avatar
    Hello all. I'm back to report on the Screen lift issue once again with my passport. After about 10 months the issue has returned. I noticed the screen lifting up last night. It seems worse this time. I have contacted Blackberry again to see what my options are for getting it repaired again.
    There are many reports of this issue and it seems it's more of a design flaw than a manufacturing one. So I'd imagine that it will be a common issue as models get older and the tape used to secure the screen dries out.
    seemsixty7 likes this.
    01-22-16 09:04 AM
  21. Cameron Mitchell5's Avatar
    I have a simple self repair which worked for me and does not void the warranty.

    Take a length of clear wide packing tape and carefully place it across the entire screen in line with where the screen lift is located. Very firmly pull the ends of the tape across the sides and around the back of the device so the screen is pulled back in place. Smooth any bubbles out with a credit card or something like that.

    Use the device as normal. You can leave it like that indefinitely but you will find you can remove the tape after a few weeks and the screen will stay in place. Good as new with no super glue.

    Posted via CB10
    seemsixty7 likes this.
    01-22-16 04:08 PM
  22. seemsixty7's Avatar
    I sent Blackberry an email asking if it would still be repaired under warranty, since it had only been 10 months since they last repaired it but actually around 16 months since I bought the phone. They responded within an hour or so and set up and RMA to get my phone to BlackBerry to be repaired. I was pretty pleased with how quickly they responded. I'm even more please they are covering it under warranty. I will be without my phone for about a week I assume though. I have a Backup Z10 that will get me through the repair period though.
    01-25-16 07:06 AM
  23. eveguy's Avatar
    This is good to hear 'cause I have not had a Passport last more than 3 months without having the screen lift. I have had to send in 4 Passports on warranty and I am concerned because I will be receiving one back as my warranty expires. I am really concerned about getting a "new" Passport and having the same issues, but now I don't have warranty to fall back on, and don't feel that I should be on the hook for repairs on what should be a new phone.
    02-01-16 10:40 AM
  24. SalMan50's Avatar
    This is good to hear 'cause I have not had a Passport last more than 3 months without having the screen lift. I have had to send in 4 Passports on warranty and I am concerned because I will be receiving one back as my warranty expires. I am really concerned about getting a "new" Passport and having the same issues, but now I don't have warranty to fall back on, and don't feel that I should be on the hook for repairs on what should be a new phone.
    I'm genuinely curious, how did you end up with 4 defective Passports, and did they all have the exact same problem of screen lifts? I'm still I'm my first and only passport, and after having it for about 13 months, I noticed a bit of screen lift on the right hand side. But I haven't even tried contacting BlackBerry about since I reckon they'll easily point out that I'm beyond the warranty coverage period.

    Posted via CB10
    02-01-16 01:19 PM
  25. seemsixty7's Avatar
    I would go ahead and contact them. I expected mine to be out of warranty as it was 15 months since purchase and they said they would take car of it. It is apparently a problem with the phones. I believe the frame get bent over time based on how you pocket the device. It is very wide and subject to pressure from farthest corners so I think it eventually warps. The last fix I got from them lasted for about 10 months.

    I'm genuinely curious, how did you end up with 4 defective Passports, and did they all have the exact same problem of screen lifts? I'm still I'm my first and only passport, and after having it for about 13 months, I noticed a bit of screen lift on the right hand side. But I haven't even tried contacting BlackBerry about since I reckon they'll easily point out that I'm beyond the warranty coverage period.

    Posted via CB10
    02-01-16 02:08 PM
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