10-24-14 05:40 AM
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  1. Banco's Avatar
    Actually, I agree with the OP.
    The Passport is an awesome phone with an awesome OS but it's being sold by a company that's full of as*holes.
    I bought my Passport nearly 2 weeks ago from CPW (529 +20 SIM) and pretty much immediately it had a battery fault. The battery level would suddenly drop from 90% to 5 or 6 % in a few minutes. The phone would get really hot and I was worried that it was going to catch fire. This happened a couple of times so I called CPW and they weren't familiar with the device so their answer was to return it and swap it out as it was obviously defective.
    I thought, "OK, I can do that but why not contact BB support?"
    Guess what, there's no support number in the UK. They suggest that I have to ask in forums like Crackberry and rely on the kindness of other users to sort out my problems!
    I emailed them for help, week later, still no reply.
    I tweeted them, still no reply.
    Reluctantly I took it back to CPW and they laughed and said sarcastically "wow, another faulty Blackberry" and just refunded me.

    As BB are VERY fussy about honouring warranties in the UK, I emailed them and asked EXACTLY who their retailers were in the UK so I could be safe and buy authorised, warrantied product. No reply.
    I called them in Slough (head office) 6 times. On 5 occasions I was put through to voice mail, I left a message and not one of them has had the decency to even call back.
    On the last occasion, I was put through to some chap in 'procurement' who said that the ONLY authorised retailers were Selfridges, CPW, Amazon, Unlocked Mobiles and Expansys, and that if you buy a Passport anywhere else, BB will not warranty it, so you'll have to rely on the company you bought it from to take care of the warranty! (I'm looking at you mobilephonesdirect!)
    So, what if you're brave and actually buy direct from the BB store? Well, if it goes wrong, where do you get help? Their first answer is always "ask your carrier". If you say "I didn't buy from a carrier", they are totally stumped but quickly say, "try the support forums".
    I honestly think that a company that behaves like this needs to fail. They have great product and always have had great product, but are a bunch of arrogant as*holes who have always been arrogant as*holes.
    As for me, I love my Z30. When it fails, I'll throw it in the bin and move on to iOS or Android where they aren't such a bunch of cu*ts.
    I would say perhaps familiarising yourself with basic UK retail law might be an idea. You bought it from CPW, so it is CPW who are responsible if something goes wrong. Not the manufacturer. That's the whole point of it, so you don't have to contact someone in a different country and a retailer can't wash their hands of defective produce.

    Posted via CB10
    Spawn12 likes this.
    10-12-14 04:53 AM
  2. HomeyJay's Avatar
    Actually, I'm very, very familiar with UK retail law. As I stated quite clearly, taking it back to CPW was always an option but there are times when taking it back to a retailer who is not even slightly familiar with the device you've just bought is simply not the best option. You can't just return a device to a dealer every time something happens. You need manufacturer support. Most retailers will simply admit that they don't know enough to offer quality support for all the devices they sell and CPW readily admitted this.
    Not sure what you point is about 'contacting someone in a different country' is. I never contacted anyone in a different country. I was trying to contact BB in the UK, where I live. Hope you can understand that.
    10-12-14 05:04 AM
  3. Banco's Avatar
    No. Because that's not how it works and never has been. The responsibility is with the retailer, and you go and talk to them. You have had a massive whinge because you've called head office in the UK with a random issue. Did you call the support line? It doesn't sound like it, it sounds like you rang the actual office number and then threw your toys out of the pram because no one jumped to attention.

    If you aren't getting support from CPW that's down to them.

    Posted via CB10
    tanzarian and Spawn12 like this.
    10-12-14 05:09 AM
  4. HACandtelecoil's Avatar
    Now take your hands and we sing all the "It's not BB fault!" chorus

    The lack of customer support is also a reason why BB has disappeared almost completely from the market in (especially the non-English speaking) Europe. Internet forums are great but in cases of warranty and support a customer-oriented manufacturer is even better
    HomeyJay likes this.
    10-12-14 05:25 AM
  5. HomeyJay's Avatar
    No. Because that's not how it works and never has been. The responsibility is with the retailer, and you go and talk to them. You have had a massive whinge because you've called head office in the UK with a random issue. Did you call the support line? It doesn't sound like it, it sounds like you rang the actual office number and then threw your toys out of the pram because no one jumped to attention.

    If you aren't getting support from CPW that's down to them.


    Oh. So you're some sort of expert are you?
    OK, Let's assume you buy an ipad from Argos or Tesco or one of the thousand box shifters who sell them and you have a problem with.. lets say bluetooth. Who would you call? Would you call Argos and whinge at the 16 year old girl who doesn't know what youre talking about? No, you'd call Apple support because they make the bloody thing and are the best qualified to give you the help. Understand that?

    Lets say you've bought a Nokia from eBay. After 4 months it's not working properly. Who's your first port of call? Care to take a wild guess? That's right, it would be Nokia because, guess what, they made the bloody thing and would know the device best!

    Lets say that you buy a Roland alalog synth from a retailer and one of the VCO's is unstable. Retailer says "we can always refund you but why not call Roland to see if there's an easy fix?"

    Can you see the pattern here?
    It's the manufacturer's duty to provide support to the people who buy their products. As for your "did you call the support line" comment, that's exactly my point. I was not provided wiith a support number. CPW didn't even have one. There was no number on the BB website. They didn't reply to emails, they didn't reply to tweets.

    If you can't help or even try and help, don't make moronic comments without actually reading the post and stop defending ****ty support from companies who should know better. That's how we get into these situations in the first place.
    10-12-14 05:28 AM
  6. Banco's Avatar
    Now take your hands and we sing all the "It's not BB fault!" chorus

    The lack of customer support is also a reason why BB has disappeared almost completely from the market in (especially the non-English speaking) Europe. Internet forums are great but in cases of warranty and support a customer-oriented manufacturer is even better
    Rubbish. If you don't get support from Support then there's a valid complaint. If you don't get support from an office that is staffed by people in different departments then it isn't. If I need help from Volkswagen, ringing up their UK headquarters is a pretty daft way to do it.

    Posted via CB10
    10-12-14 05:28 AM
  7. HomeyJay's Avatar
    LOL, you're talking cra*.
    If I called up VW and said my clutch was broken, I'm pretty sure they'd point me politely in the right direction and not tell me to bugger off and find some forum or other.
    10-12-14 05:31 AM
  8. Banco's Avatar
    That depends where you call. Once again, you don't seem to have actually called Support, you just rang the office.

    Support is there for a reason, why didn't you do it?

    Posted via CB10
    10-12-14 05:35 AM
  9. HomeyJay's Avatar
    Ya still don't get it do you?
    There's no support number. How can you call support when there's no support number. There wasn't one in the box, not one on the website, CPW didn't even have one, so where the hell is anyone actually supposed to get a number from?
    Have you got the number?
    Show me where it is..
    10-12-14 05:40 AM
  10. Banco's Avatar
    Ya still don't get it do you?
    There's no support number. How can you call support when there's no support number. There wasn't one in the box, not one on the website, CPW didn't even have one, so where the hell is anyone actually supposed to get a number from?
    Have you got the number?
    Show me where it is..
    Firstly, CPW Warehouse are supposed to do that for you. That's the whole point of the retailer taking responsibility for it. You are blaming BlackBerry for their failure, it's not meant to be you chasing BlackBerry.

    Secondly, there are support numbers that you can pay for, and that took 10 seconds to find. CPW again should be doing that for you, because they will likely have subscribed to it.

    For someone who claims to understand retail law, you don't seem to get this.

    Posted via CB10
    alpha beta gaga and Jonny-R like this.
    10-12-14 05:48 AM
  11. HomeyJay's Avatar
    < The sound of Banco desparately searching the internet for the BB support number so he can justify his ridiculous comments...>
    10-12-14 05:49 AM
  12. HACandtelecoil's Avatar
    ...Rubbish.....daft way...
    This is my OPINION, The Passport will fail in the UK-vw.jpg

    VW UK seems to have a lot of daft customers

    I do not know your reality. In a small European country living makes no difference to me whether BB has its headquarters in Canada or a light-year distant galaxy
    HomeyJay likes this.
    10-12-14 05:50 AM
  13. Banco's Avatar
    < The sound of Banco desparately searching the internet for the BB support number so he can justify is ridiculous comments...>
    Which quite plainly you didn't bother to do.

    Posted via CB10
    10-12-14 05:50 AM
  14. android defector's Avatar
    I've yet to see it in any CPW, I hope this is because it's proving popular.

    Posted via CB10
    10-12-14 05:51 AM
  15. HomeyJay's Avatar
    I've yet to see it in any CPW, I hope this is because it's proving popular.

    Posted via CB10
    They usually don't display them and only some CPW stores have them. When I called their 0800 number, they told me that they didn't have them at all. I wandered into my local store when I was passing and asked, they said that they actually had a few but 'not on display'. They said I was the only person to even ask about them and that they hadn't sold a single one.
    Hardly surprising if they never displayed them, I guess.
    10-12-14 06:19 AM
  16. TheoRadu's Avatar
    No. Because that's not how it works and never has been. The responsibility is with the retailer, and you go and talk to them. You have had a massive whinge because you've called head office in the UK with a random issue. Did you call the support line? It doesn't sound like it, it sounds like you rang the actual office number and then threw your toys out of the pram because no one jumped to attention.

    If you aren't getting support from CPW that's down to them.


    Oh. So you're some sort of expert are you?
    OK, Let's assume you buy an ipad from Argos or Tesco or one of the thousand box shifters who sell them and you have a problem with.. lets say bluetooth. Who would you call? Would you call Argos and whinge at the 16 year old girl who doesn't know what youre talking about? No, you'd call Apple support because they make the bloody thing and are the best qualified to give you the help. Understand that?

    Lets say you've bought a Nokia from eBay. After 4 months it's not working properly. Who's your first port of call? Care to take a wild guess? That's right, it would be Nokia because, guess what, they made the bloody thing and would know the device best!

    Lets say that you buy a Roland alalog synth from a retailer and one of the VCO's is unstable. Retailer says "we can always refund you but why not call Roland to see if there's an easy fix?"

    Can you see the pattern here?
    It's the manufacturer's duty to provide support to the people who buy their products. As for your "did you call the support line" comment, that's exactly my point. I was not provided wiith a support number. CPW didn't even have one. There was no number on the BB website. They didn't reply to emails, they didn't reply to tweets.

    If you can't help or even try and help, don't make moronic comments without actually reading the post and stop defending ****ty support from companies who should know better. That's how we get into these situations in the first place.
    From all the manufacturers you mentioned, Apple is the only one offering free direct support. They can do it because they make more money per device than any other phone OEM. Microsoft and Roland both charge for support.

    BlackBerry doesn't have a UK support number, and, like many other OEMs, they offer support to the retailers, not the end customer. Of course they didn't return your call, they don't deal with customers directly.

    CPW are responsible for support, and from what I understand they offered to replace the device. I'm not sure I understand what the problem is.

    Posted via CB10
    alpha beta gaga likes this.
    10-12-14 06:41 AM
  17. Jonny-R's Avatar
    I feel like a lot of people who have replied to this thread, and somehow managed to defend the fact that no UK retailers are supporting BlackBerry, are not from the UK.

    Unfortunately the sentiment against BlackBerry here is becoming more and more damaged. People just don't know about BlackBerry 10.

    There's no advertisement, and the UK retailers aren't on board. I'm with O2, and have 7 months left on my contract (unlimited with 5GB 4G data on a Q10). I would upgrade early, but they're not offering the phone. I think they may be, or may have already, dropped BlackBerry. I've enquired if they will be getting the BlackBerry Passport, and they reply saying that 'they currently have no info on this', which says it all (while they try to retain customers).

    So where does that leave me? Unable to upgrade. I'll have to leave O2 when my contract expires and maybe go through CPW.

    Only very few retailers tried to actively push BB10. When the Z10 was released in the UK (first) I went to have a look at it in Phones4U (now a bust company) and the sales guy was extremely positive about the Z10. However BB10 wasn't ready for release then. A lot of returns occurred and BlackBerry blew their shot at launching BB10. Excitement and sentiment towards BlackBerry faded and now they really are getting into a bad situation in the UK.

    Sure, initially the Passport is selling well. There is demand from the BlackBerry faithful. But that isn't sustainable. Most consumers can't afford ~500 pounds for a device when they are already in an expensive contract, and their new phone won't be insured. The good, new phones, with the great new OS (10.3+), need to be in UK retail stores; widely available from the major carriers. It seems that this lack of retailer support says it all. I'm speaking for myself, but I'd pay to upgrade around 5 months early to get my hands on this phone! BlackBerry are therefore undeniably missing sales opportunities, and the longer BlackBerry is not in the forefront of the consumer vision, the more obsolete they begin to feel.


    And for the record, I am a huge BlackBerry fan, but it's impossible to deny that their new phone not available (directly) from any UK network is really bad news.

    Posted via CB10
    10-12-14 07:37 AM
  18. HomeyJay's Avatar
    Microsoft do NOT charge for hardware support. I bought my daughter a Surface Pro last year and she frequently calls them about various issues and they are pleased to help. It doesn't cost anything and it makes her feel good that she can get help if the need arises.
    As for Roland, I've been buying their keyboards for decades now and you have no f'ing idea what you're talking about. They don't charge a cent for support and never have.
    No one wants to read your pathetic attempts to defend BlackBerry's behaviour to us, their customers in the UK.
    Hell, I love BB too - I just (10 mins ago) returned from the store after having bought a Q10! That's a Z30 and a Q10 that I now own.
    "BlackBerry doesn't have a UK support number, and, like many other OEMs, they offer support to the retailers, not the end customer."
    Really? Name ONE other hardware manufacturer in the UK that doesn't support their hardware and insists that end users don't bother them. Go on, I dare you...

    Jonny-R is right. The UK situation for BB is dire. No stores sell it and if you ask about it, all you get are sniggers from everyone within earshot. Christ, you'd think I was asking for porn!
    Last edited by HomeyJay; 10-12-14 at 08:50 AM.
    10-12-14 08:01 AM
  19. guygardner73's Avatar
    My opinion is that the passport has already succeeded. Sales have exceeded BlackBerry's expectations, demand is higher than what was forecast and the reviews on the whole are favourable.

    PassportSQW100-1/10.3.0.1052 O2 UK
    10-12-14 09:25 AM
  20. Craig Abernethy's Avatar
    My opinion is that the passport has already succeeded. Sales have exceeded BlackBerry's expectations, demand is higher than what was forecast and the reviews on the whole are favourable.

    PassportSQW100-1/10.3.0.1052 O2 UK
    Worldwide yes, in the UK though? I mean seriously the majority of people who buy phones, don't read forums like Crackberry they don't even research. They walk into a phone store O2, Vodafone, EE, Orange none of which are displaying any Blackberry's anymore, they ask the phone rep what's hot at the moment and they get that.

    Your all acting like I said I want BlackBerry to fail, I really don't, I'm saying from where I'm sitting, living in the UK seeing how BlackBerry is being treated by Carriers and the way whenever I pull my Z30 out everyone's like 'What the Hell do you still have a BlackBerry for' if they don't do something they are going to lose the UK market completely.

    Also I'm sorry but I don't go for the BlackBerry is aiming for the Enterprise Market, I agree with some of the posts above, the line between consumer phones and enterprise phones barely exists anymore.

    Posted via CB10
    10-12-14 10:13 AM
  21. scrannel's Avatar
    from where I'm sitting, living in the UK seeing how BlackBerry is being treated by Carriers and the way whenever I pull my Z30 out everyone's like 'What the Hell do you still have a BlackBerry for' if they don't do something they are going to lose the UK market completely.
    Posted via CB10
    Well, from where I'm sitting in the USA, looks like one carrier may offer it, but being ignored by three others -- and with the usual sheep bleating "Buy Apple -- Buy Apple!"... and it immediately sold out on Amazon and Shop BBerry.
    10-12-14 12:18 PM
  22. Craig Abernethy's Avatar
    Well, from where I'm sitting in the USA, looks like one carrier may offer it, but being ignored by three others -- and with the usual sheep bleating "Buy Apple -- Buy Apple!"... and it immediately sold out on Amazon and Shop BBerry.
    Remember the Z10 being sold out on Amazon and the number one buy for a while?

    Posted via CB10
    10-12-14 03:16 PM
  23. Jonny-R's Avatar
    Just heard news that O2 in the UK are dropping all BlackBerry phones.. dire times for BlackBerry in the UK with all carrier support pretty much falling away.

    I literally can't get a Passport. I'm in contract with O2 (paying an extortionate amount on a Q10) until May 2015.

    Sad indeed.

    Posted via CB10
    10-19-14 08:48 AM
  24. Ralphbh's Avatar
    Amazon UK is offering new contracts and upgrades on O2
    10-19-14 09:00 AM
  25. scrannel's Avatar
    Remember the Z10 being sold out on Amazon and the number one buy for a while?

    Posted via CB10
    Well, as I'm sure you know, there is a difference (of course you do...). The Passport, unlike the Z10, has vastly surpassed BBerry (and of course the press's) expectations. That did not happen with Z10. Nor did the Z10 sell out on Shop BBerry. Passport did. Also, press reception for Passport is decent, unlike that for Z10.
    10-19-14 10:34 AM
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