1. deadcowboy's Avatar
    I just contacted BlackBerry about a defective Passport that I purchased from Amazon directly (not another vendor). The phone has a defect and I would like it replaced.

    The BlackBerry guy said that warranties would need to be carried out through the vendor of the phone. Is this true? How would I go about replacing a defective device in 6 months once I can't return my phone? Does Amazon have an RMA department that will honor manufacturer warranty? What if this were an Ebay purchase?

    So I guess I'll ask Amazon for a replacement. But honestly, this is getting tiring. Third Passport with a defect. A loose and jingling volume button is small, but it's still a defect. (I bought one through ShopBB at launch, but ended up returning both the original purchase and the RMA as both had hardware defects--the RMA had a defective keyboard).

    Posted via CB10
    11-04-14 02:08 PM
  2. anon1727506's Avatar
    Amazon RMA process is pretty painless....

    Of course I haven't tried to return anything after six months... pretty sure at that point it a manufacture issue as I think Amazon only has a 30 day policy.

    I bought a PlayBook on eBay, and had a USB connection issue after just short of a year.... called BlackBerry and it wasn't too much of an issue (they did make me reinstall the OS, which was a waste of time).

    Might want to check out the definition of Insanity....
    11-04-14 02:33 PM
  3. Spawn12's Avatar
    Amazon are great with returns, I had a kindle that went belly up a few yrs back, they told me to send it back. Within a week I had a brand new kindle in my hands.

    Just call them and tell them of the issue and see what they say??

    Posted via CB10
    11-04-14 02:45 PM
  4. dejanh's Avatar
    Hey! Welcome to the limbo! *high five*

    Sorry to hear about your issues. Unfortunately I have no advice to give you. You are absolutely correct that you, and I, and everyone else is basically SOL beyond the standard return policy of the retailer where you purchased your device. Apparently BlackBerry's warranty is honored at BlackBerry's discretion, depending on how the rep who you are talking to feels on the day when you call and whether it's a full moon.

    Posted via CB10
    11-04-14 02:49 PM
  5. deadcowboy's Avatar
    Hey! Welcome to the limbo! *high five*

    Sorry to hear about your issues. Unfortunately I have no advice to give you. You are absolutely correct that you, and I, and everyone else is basically SOL beyond the standard return policy of the retailer where you purchased your device. Apparently BlackBerry's warranty is honored at BlackBerry's discretion, depending on how the rep who you are talking to feels on the day when you call and whether it's a full moon.

    Posted via CB10
    This is why Apple is so successful.

    Posted via CB10
    anon1727506 likes this.
    11-04-14 08:16 PM
  6. Suraj Jadhav's Avatar
    Well I have always got prompt, professional and courteous support in last 8 years...from BlackBerry Expert Centres...


    BlackBerry Passport SQW100-1/10.3.0.1418
    11-04-14 08:28 PM
  7. deadcowboy's Avatar
    Well I have always got prompt, professional and courteous support in last 8 years...from BlackBerry Expert Centres...


    BlackBerry Passport SQW100-1/10.3.0.1418
    I called BlackBerry support about the issue and was told that in the hypothetical situation--if in 6 months I discover a manufacturing defect--I would need to have Amazon handle the interfacing with BlackBerry in order to secure a replacement (as I would be within the manufacturer's one year warranty).

    It's all very confusing. So I guess if you purchase through Ebay, you have no warranty.

    Posted via CB10
    11-04-14 09:12 PM
  8. Suraj Jadhav's Avatar
    I called BlackBerry support about the issue and was told that in the hypothetical situation--if in 6 months I discover a manufacturing defect--I would need to have Amazon handle the interfacing with BlackBerry in order to secure a replacement (as I would be within the manufacturer's one year warranty).

    It's all very confusing. So I guess if you purchase through Ebay, you have no warranty.

    Posted via CB10
    I think it's a issue with the way business is done in that part of world it seems. Here we are just told to bring proof of purchase along to ensure our purchase was from authorised outlet - online or physical store. That's all about it. Even when devices are bought from carriers; which is the case in my office, carrier sends us to BlackBerry Expert Centre only for support and they promptly support as well...

    Also when I do online purchase I do confirm warranty terms to check is it sellers warranty or OEM warranty. I never ever buy anything that says sellers warranty.


    BlackBerry Passport SQW100-1/10.3.0.1418
    11-04-14 09:38 PM
  9. deadcowboy's Avatar
    I think it's a issue with the way business is done in that part of world it seems. Here we are just told to bring proof of purchase along to ensure our purchase was from authorised outlet - online or physical store. That's all about it. Even when devices are bought from carriers; which is the case in my office, carrier sends us to BlackBerry Expert Centre only for support and they promptly support as well...

    Also when I do online purchase I do confirm warranty terms to check is it sellers warranty or OEM warranty. I never ever buy anything that says sellers warranty.


    BlackBerry Passport SQW100-1/10.3.0.1418
    So is Amazon LLC an OEM warranty? I am assuming they have a pretty good deal with BlackBerry. I ended up getting a replacement through an Amazon Mobile Phone specialist of some sort. But it was a standard return and replacement, not a replacement device.

    Posted via CB10
    11-04-14 09:51 PM
  10. deltact's Avatar
    RMA on Amazon, at least within the first 30 days so far, is just amazing. They will cross ship a replacement, no problem.

    Posted via CB10 on Z10
    11-05-14 02:17 AM
  11. deadcowboy's Avatar
    RMA on Amazon, at least within the first 30 days so far, is just amazing. They will cross ship a replacement, no problem.

    Posted via CB10 on Z10
    Yes, but what about the manufacturer's warranty after 30 days? I know I used my Q10's for double-typing bkeyboards.

    Posted via CB10
    11-05-14 06:48 AM
  12. deltact's Avatar
    Yes, but what about the manufacturer's warranty after 30 days? I know I used my Q10's for double-typing bkeyboards.

    Posted via CB10
    We're all hoping that 1) we never need future warranty service; and 2) BlackBerry figures out from feedback and these forums that there is a gap in the way warranty service is handled.

    Posted via CB10 on Z10
    11-05-14 08:12 AM
  13. Suraj Jadhav's Avatar
    So is Amazon LLC an OEM warranty? I am assuming they have a pretty good deal with BlackBerry. I ended up getting a replacement through an Amazon Mobile Phone specialist of some sort. But it was a standard return and replacement, not a replacement device.

    Posted via CB10
    Amazon isn't OEM warranty. It is sellers warranty as OEM is original equipment manufacturer which is BlackBerry in case of Passport or any BlackBerry per say. I am leaving the actual manufacturer out of it which could be foxcon of BlackBerry it self.

    You could always go back to Amazon and BlackBerry both and just calmly and simply ask who is responsible for warranty of your device. Also attach the receipt of purchase to the email.

    In case of Amazon India BlackBerry Passport was sold by Cloudtail on Amazon site so I might have to speak to Cloudtail and BlackBerry and not to Amazon for warranty issues etc. Which will occur post Amazon 15 or 30 day return policy.

    Attachment 312336
    Last edited by Suraj Jadhav; 11-05-14 at 12:28 PM.
    11-05-14 09:45 AM

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