1. dracolnyte's Avatar
    Just got my phone on Friday and I noticed a spec of dust underneath my screen. I know it's not a dead pixel because I can view it at different angles. Can I get it exchanged under warranty from Telus or BlackBerry?
    Spec of debris underneath my screen-img_20141019_190906.jpg

    Posted via CB10
    10-19-14 06:12 PM
  2. howarmat's Avatar
    you can try to get a telus return. Its would be hard to get a return from BB
    10-19-14 06:16 PM
  3. dracolnyte's Avatar
    better picture
    Spec of debris underneath my screen-img_20141019_190906.jpg
    10-19-14 06:17 PM
  4. DenimAndLeather's Avatar
    I would exchange it at Telus asap.

    The Passport's screen is too beautiful and phone too expensive for you to be distracted by a spec of dust like that. That would drive me nuts. My passports screen is big and bright with not a spec.

    Just exchange and check the next one over well while you are still in the store.

    Good luck and let us know how it goes.

    Posted via CB10
    10-19-14 07:33 PM
  5. D3C0D3R's Avatar
    Definitely bring that to Telus, let them deal with sending the defect back to BlackBerry, trust me, it's a much simpler approach!

    Praise be unto our Lord Squircle | Passport SQW100-1/10.3.0.1418
    10-19-14 08:35 PM
  6. dejanh's Avatar
    You should take it back to Telus. A screen that already has that issue will almost certainly start to collect more dirt as you use it.

    Posted via CB10
    10-19-14 08:38 PM
  7. awindsr's Avatar
    I definitely wouldn't wait. Be potentially prepared for a possible "we will have to send it in for repair and will take 3-4 weeks " crap. Don't back down; demand a replacement. As nicely as possible.

    Posted via CB10
    10-19-14 08:47 PM
  8. Silverfern's Avatar
    I definitely wouldn't wait. Be potentially prepared for a possible "we will have to send it in for repair and will take 3-4 weeks " crap. Don't back down; demand a replacement. As nicely as possible.

    Posted via CB10
    I had one delivered to me with dead pixels, extremely tiny and couldn't be seen at all under normal usage. I called in and after almost two hours on the phone, they agreed to send me an advanced replacement. Unfortunately the replacement device also has dead pixels, they said they will open another rma after I return the original.

    They seem to be having quality issues with their screens

    Posted via CB10 from BlackBerry Passport
    10-19-14 10:05 PM
  9. dracolnyte's Avatar
    yeah its bothering me when i look at it on my giant HD screen. problem im concerned with is I got this through corporate plan and on the invoice it says any returns or exchanges within 7 days will charge a minimum $50 restocking fee. does this count as an exchange or warranty RMA?
    10-19-14 10:07 PM
  10. dejanh's Avatar
    yeah its bothering me when i look at it on my giant HD screen. problem im concerned with is I got this through corporate plan and on the invoice it says any returns or exchanges within 7 days will charge a minimum $50 restocking fee. does this count as an exchange or warranty RMA?
    It's DOA technically. You should not be paying any restocking fees.

    Posted via CB10
    10-19-14 10:37 PM
  11. dracolnyte's Avatar
    Hi all, here is an update. I got my replacement free of charge and shipping the old one back... first thing i did was check the new screen and voila, dust underneath the screen again, but this time it is in a less conspicuous place (top right instead of middle). I guess i'll be keeping this new one since the keyboard seems quieter... sigh i'll open it up after my warranty ends or request a warranty exchange when a new batch comes next year. for now, i'll enjoy my Passport. you guys should look carefully at your screens too

    Spec of debris underneath my screen-1.jpg
    Last edited by dracolnyte; 10-21-14 at 06:57 PM.
    10-21-14 06:43 PM
  12. awindsr's Avatar
    Spooky! Really hope it isn't commonplace. Definitely first I'm hearing it.
    And more than 1 to the same person.
    Eeek.

    Posted via CB10
    10-21-14 06:49 PM
  13. D3C0D3R's Avatar
    Hi all, here is an update. I got my replacement free of charge and shipping the old one back... first thing i did was check the new screen and voila, dust underneath the screen again, but this time it is in a less conspicuous place (top right instead of middle). I guess i'll be keeping this new one since the keyboard seems quieter... sigh i'll open it up after my warranty ends or request a warranty exchange when a new batch comes next year. for now, i'll enjoy my Passport. you guys should look carefully at your screens too

    Click image for larger version. 

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    Man you have literally the worst luck! I have yet to see any like that or hear anything besides from you and I've looked into a bunch!

    Honestly if you didn't mind I'd recommend just getting them to ship you another so you can get the proper BlackBerry Passport experience that I've been loving! And if you did, make sure you tell them that it's two now and if they strike three, they're out hehe
    (thought honestly I'd just keep trying until I got a good one if for some strange reason you happened to get a third one with dust under the screen)

    Praise be unto our Lord Squircle | Passport SQW100-1/10.3.0.1418
    10-21-14 07:02 PM
  14. last_attempt's Avatar
    This seems to happen with phones with keyboards more so than all touch. More potential point of entries I guess.

    Posted via CB10
    10-21-14 07:11 PM
  15. king benny's Avatar
    Well, if it makes you feel better, I also have a spec of dust under my screen. It's off to the right hand side. I've had my PP for awhile now and I never noticed it until the other day. Shortly after, I saw your thread! It doesn't bother me so I won't be exchanging.

    Posted via CB10
    10-21-14 07:17 PM
  16. Silverfern's Avatar
    Hi all, here is an update. I got my replacement free of charge and shipping the old one back... first thing i did was check the new screen and voila, dust underneath the screen again, but this time it is in a less conspicuous place (top right instead of middle). I guess i'll be keeping this new one since the keyboard seems quieter... sigh i'll open it up after my warranty ends or request a warranty exchange when a new batch comes next year. for now, i'll enjoy my Passport. you guys should look carefully at your screens too

    Click image for larger version. 

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ID:	308245
    did you order through blackberry? they sent in a new sealed one? they would only send me the device without the retail box. I have same problem and also dead pixel
    10-21-14 07:23 PM
  17. stooy leown's Avatar
    did you order through blackberry? they sent in a new sealed one? they would only send me the device without the retail box. I have same problem and also dead pixel
    Looks like he just has the 2nd on the cover of box. Don't think two separate boxes


    Posted via CB10
    10-21-14 07:25 PM
  18. dracolnyte's Avatar
    did you order through blackberry? they sent in a new sealed one? they would only send me the device without the retail box. I have same problem and also dead pixel
    ordered through telus, here you go
    Spec of debris underneath my screen-2.jpg
    10-21-14 08:05 PM
  19. Silverfern's Avatar
    ordered through telus, here you go
    Click image for larger version. 

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    oh yeah, if you order through telus they will exchange it. I had one telus one that had a dead pixel/dust issue, got another one that was perfect, but I returned it because of the big blob on the back. good thing I did because now I got from blackberry 25% off, though the RMA is a painful process
    10-21-14 08:39 PM

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