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So, as most saw, I had an issue with RIM's repair center saying my playbook had excessive liquid damage.
After much hassle, I told them to send it back to me. (July 27th) On July 29th, I tried to login to RIM's support site to get the tracking number. I wasn't able to login because my 90 day support had ended. I called them up, the first guy I talked to asked for my serial number, he put me on hold and came back and said he couldn't find it and asked for my case number. He put me on hold again and when he came back he said that he had to transfer me.... on hold again. I guess the first guy had talked to the second guy while I was on hold and gave him all my info. The second guy comes on the line and says my playbook has left the facility, I asked for the serial (duh tracking number not serial number..typo) number and he said "I don't have it, I MIGHT email it to you in 2 hours" (This is about 9:30am)
I got the email at 4:23 pm and it said to login to RIM's support site, enter my SN and my tracking info will be there. (Remember, the reason I was calling was because I couldn't login to the site in the first place) I replied to the message with a screenshot telling them I couldn't login.... no reply.
Monday Aug 1. I was getting extremely annoyed by this time and sent them a nasty email.
Here's my email:
"Is somebody going to respond to me or do I just assume my playbook is going to be dumped at my house to be baked in the heat while I'm at work?
This is a rediculous process and I'm extremely unhappy that you claim my playbook is "water damaged" in the first place and now I have to deal with this and you guys not giving me a tracking number."
etc. etc. etc. you get the point.
No reply
Tuesday I get home from work to see my playbook hanging out of my mailbox... wtf?? I didn't even need to sign for my device AND it's sitting in the heat??? Not cool!!! Not cool RIM!!!
Anyways, a more positive note...
I started up my playbook, and rebooted it several times to see how it was running. I must say it APPEARS to be flawless and I waited over 24 hours to post this. As I'm sure most of you recall, I was not able to turn it on unless it was plugged into a wall charger and I was not able to do a software update as it wouldn't reboot and abort the update process. Charged it last night, took it off this morning, NO random shut downs. It's running the current OS as well, so they were obviously able to update it. I have no idea if they fixed anything, but from what they told me, they were sending it back unfixed. Maybe I'm just lucky?
So ultimately, I'm happy I have my beloved playbook back and working great for now anyways, there's a trust level that has been broken with my particular playbook.
I still say there was NO water damage from my doing, that I can swear on and I'm very unhappy about this whole process and the stress I have endured throughout it along with the fact that my warranty is void due to the so called "excessive liquid damage" if I DO encounter another issue I'm basically screwed.
I would still like to have someone from RIM to call me so I can go into full detail from beginning to end and let them know that this is unacceptable.
I know it's going to be asked... and yes, the SN is the same as the one I sent out.
Thanks for everyone that supported me on my last thread, it truly felt good to have the support.
To those that thought this was a hoax or a lie ,,l,,Last edited by SmakBerry; 08-03-11 at 11:06 PM. Reason: I meant asked for the TRACKING number not serial number when talking on the phone to RIM supprot my bad.
08-03-11 10:17 PM - Really makes me feel great about the prospect of having to deal with RIM Support. Not.
So, as most saw, I had an issue with RIM's repair center saying my playbook had excessive liquid damage.
After much hassle, I told them to send it back to me. (July 27th) On July 29th, I tried to login to RIM's support site to get the tracking number. I wasn't able to login because my 90 day support had ended. I called them up, the first guy I talked to asked for my serial number, he put me on hold and came back and said he couldn't find it and asked for my case number. He put me on hold again and when he came back he said that he had to transfer me.... on hold again. I guess the first guy had talked to the second guy while I was on hold and gave him all my info. The second guy comes on the line and says my playbook has left the facility, I asked for the serial (duh tracking number not serial number..typo) number and he said "I don't have it, I MIGHT email it to you in 2 hours" (This is about 9:30am)
I got the email at 4:23 pm and it said to login to RIM's support site, enter my SN and my tracking info will be there. (Remember, the reason I was calling was because I couldn't login to the site in the first place) I replied to the message with a screenshot telling them I couldn't login.... no reply.
Monday Aug 1. I was getting extremely annoyed by this time and sent them a nasty email.
Here's my email:
"Is somebody going to respond to me or do I just assume my playbook is going to be dumped at my house to be baked in the heat while I'm at work?
This is a rediculous process and I'm extremely unhappy that you claim my playbook is "water damaged" in the first place and now I have to deal with this and you guys not giving me a tracking number."
etc. etc. etc. you get the point.
No reply
Tuesday I get home from work to see my playbook hanging out of my mailbox... wtf?? I didn't even need to sign for my device AND it's sitting in the heat??? Not cool!!! Not cool RIM!!!
Anyways, a more positive note...
I started up my playbook, and rebooted it several times to see how it was running. I must say it APPEARS to be flawless and I waited over 24 hours to post this. As I'm sure most of you recall, I was not able to turn it on unless it was plugged into a wall charger and I was not able to do a software update as it wouldn't reboot and abort the update process. Charged it last night, took it off this morning, NO random shut downs. It's running the current OS as well, so they were obviously able to update it. I have no idea if they fixed anything, but from what they told me, they were sending it back unfixed. Maybe I'm just lucky?
So ultimately, I'm happy I have my beloved playbook back and working great for now anyways, there's a trust level that has been broken with my particular playbook.
I still say there was NO water damage from my doing, that I can swear on and I'm very unhappy about this whole process and the stress I have endured throughout it along with the fact that my warranty is void due to the so called "excessive liquid damage" if I DO encounter another issue I'm basically screwed.
I would still like to have someone from RIM to call me so I can go into full detail from beginning to end and let them know that this is unacceptable.
I know it's going to be asked... and yes, the SN is the same as the one I sent out.
Thanks for everyone that supported me on my last thread, it truly felt good to have the support.
To those that thought this was a hoax or a lie ,,l,,08-03-11 11:09 PM - I got some numbers PM'ed to me by others users, but I don't think customer loyalty were any of them. There was one number that I couldn't call because I couldn't connect from my calling area.Doesn't RIM have some sort of customer satisfaction or loyalty dept? Can't you call and give them an earful? Glad it worked out and hopefully they didn't "blacklist" your BB ID
Oh geez, don't say that my BBID is blacklisted... it's not, but dayum, what a scary thought. It's working fine on my torch. :P08-03-11 11:35 PM - Geeez what a pain! I'm glad it all worked out in the end, but that's unfortunate you had to go through all that.
It's a bizarre story, too bad you will probably never really know what happened, like what was actually wrong with it in the first place, why they thought it was water damaged in the first place, etc etc.
Here's hoping you never have to deal with any of that again!
08-04-11 01:24 AM
