1. paksolo's Avatar
    So I love my playbook and I bought it when it first came out. It was good to me until January when one of the touch bezels (thing you use to swipe up) stopped working. I contacted RIM and it was a hassle getting it fixed, but they were able to send me a device that was WORSE than my original device and I haven't been able to get rim to replace the defective device that I from them on the 30th or 31st of January. I spoken to multiple supervisors and they keep blaming it on some RMA team. Is there an escalated support team?. If any of you know please email me at paksolo@yahoo.com. Thanks

    Proud owner of 9900 and 9780 (playbook too)
    Last edited by paksolo; 02-11-12 at 04:37 AM.
    02-10-12 01:18 AM
  2. FF22's Avatar
    Can you restate what stopped working?

    The only contacts are:

    Rim Support
    Canada Toll Free: 1-877-644-8405
    United States Toll Free: 1-877-644-8410
    Puerto Rico Toll Free: 1-855-651-4936
    Email: playbooksupport@blackberry.com
    (UK Support) 0800 096 2805
    02-10-12 08:47 AM
  3. BBplaybookJS's Avatar
    Yes I'd like to know what a brawl is, and what it does.
    02-10-12 09:49 AM
  4. Bluemoonjules's Avatar
    it depends what country you are in, in the UK the retailer is responsible.
    02-10-12 10:36 AM
  5. BBplaybookJS's Avatar
    Now I'm starting to worry because I have no idea if my brawls are working
    02-10-12 02:57 PM
  6. zektor666's Avatar
    I have two brawls and they both work.
    02-10-12 03:17 PM
  7. paksolo's Avatar
    lol sorry I was typing it on my GF's IPad (hate it) and it replaced the word Bezel with Brawl. I couldn't swipe up anymore cuz the bottom touch part (bezel) stopped working.
    02-11-12 04:36 AM
  8. BBplaybookJS's Avatar
    You are forgiven my son, and you have my sympathy, reduced to typing on an inferior product like iPad, it must have been traumatic for you.

    Over on this side of the pond This would be something you would deal with Blackberry about, I gather its different in the UK and you have to deal with your carrier also?
    02-11-12 06:24 AM
  9. Bluemoonjules's Avatar
    Retailer always first point of contact here....they are the ones with whom you have a contract.
    02-11-12 03:21 PM
  10. PatrickMJS's Avatar
    Given RIM already provided you with one replacement (without, from the sound of your story, going thru your retailer), it seems reasonable to me that they would replace the second one as well. If it were my unit at issue, I'd keep working thru the RIM RMA procedure.

    It is true that you have a contract of sale with the retailer... and they may keep you whole as well. But, given you no longer have the unit they sold you, they may be within their rights to say you have to deal with the person who provided you the replacement unit, namely RIM.
    02-11-12 03:47 PM