04-24-14 03:25 PM
73 123
tools
  1. anon(4264471)'s Avatar
    I have an unlocked Blackberry Q10 SQN100-3 v 10.2.1.537

    I've had it since September and now I am experiencing three significant problems with it

    1) The volume up rocker has stopped working EDIT This temporarily started working again when I updated to 10.2.1.537 for a few days, but now once again it has stopped

    2) The keyboard malfunctioned, the letter "a" key, it has the double typing issue, where just the slightest touch will being up 10 letter A's on the screen and its now very difficult to type unless taking a lot of time to fix the message being typed by taking out the dozens of A's that come up EDIT No difference with 10.2.1.537 or playing around with the language settings, this problem has never gone away and has been consistent

    3) Random reboots, they seem to be growing, almost every other day now, I'm just using my phone, and it will shutdown, and it will restart itself with less than 10% battery left, even if there was 90% battery when it shutdown, it just restarts on its own with the battery nearly dead EDIT Are now happening once to twice a day, even after updating to 10.2.1.537


    I have already reloaded the software using Blackberry Link twice with no success for any of the problems, I bought the phone unlocked in the UK, and have brought it to Canada, I'm currently using a Telus sim

    I am unable to find any customer support number or email for blackberry, I went on their website and the only support ticket option and the number listed are for corporate customers on the enterprise server, obviously I'm not a corporate customer, the only thing I saw was to DM them on twitter @BlackberryHelp and after weeks of talking to them since they only reply once a week on twitter, they said to contact the carrier and have them engage Blackberry support, so I contacted Telus, and they said they can not do anything since its an unlocked phone and I did not buy it from telus, telus also doesn't recognize my IMEI either, they said to send it to Blackberry to get it repaired, but how? I have no idea of how to get Blackberry to fix the issues, since they say to contact the carrier, and the carrier says to contact blackberry, Im hoping someone can help me out with what to do next?

    EDIT Blackberry continues to deny to put in an RMA request for my phone, have spoken to the Tech support line at least a dozen times now, with different managers, all are denying my request to put in an RMA request and all still insist to go to the point of purchase, I've grown tired of these games with Blackberry, but I still believe it is their responsibility to repair or replace my device under warranty, I love this phone, but these problems are sidelining my experience and use with it, its been almost 6 months with these problems and I still have no way of getting it repaired, can anyone please give me a solid suggestion on how to get Blackberry to do something, help would be much highly appreciated
    Thank You
    Last edited by Swagg777; 02-22-14 at 09:43 PM. Reason: New details added, updated
    FCSC likes this.
    01-09-14 12:05 PM
  2. Bla1ze's Avatar
    Call 1877BLKBERR, listen to prompt, press 9 and ask them how to go about getting support.
    01-09-14 12:17 PM
  3. anon(4264471)'s Avatar
    Thanks for the number Bla1ze, at least got some contact with Blackberry, I just got off the phone with them, they kept emphasizing the need to deal with it through the carrier or through the point of purchase, I explained how I bought it unlocked in the UK and now I'm in Canada, so I can't go back to the original purchase place, I also explained that I had told Telus that Blackberry said to deal with it through the carrier but they said no since it was unlocked and not bought from Telus, the representative then put me on hold to talk to her supervisor, she came back and said I have to go to any "repair centre" to get it fixed if its a hardware issue, and I asked what repair centre, if any, and she said "well we don't have a list of repair centres in your area, you just have to find one", I was pissed off, so I just said okay thanks bye,
    Now I'm really stuck, any thoughts on how to proceed from here? Am I just supposed to live with the problems?
    Very poor product support
    01-09-14 06:09 PM
  4. robsteve's Avatar
    Perhaps if you say where you are somebody may know where there is a close BlackBerry Authorized repair shop.

    Did BlackBerry suggest if you did that the shop could bill the repair back to BlackBerry?

    I know there are larger independents with repair authorization, but I am not sure if they have that authorization for phones not distributed by the carriers they represent.
    01-09-14 06:19 PM
  5. anon(4264471)'s Avatar
    I did say where I was located, they said we don't have a list of repair centres in your area, and no, they did not mention anything about billing the repair to Blackberry
    01-09-14 11:50 PM
  6. robsteve's Avatar
    I did say where I was located, they said we don't have a list of repair centres in your area, and no, they did not mention anything about billing the repair to Blackberry
    I meant tell the forum where you are. Canada is a big country, if you narrow it down a bit, you may get a suggestion from forum members.

    For example, where I live in Atlantic Canada, there is an independent Rogers store that can repair the phones under warranty on the spot.
    01-10-14 11:19 AM
  7. anon(4264471)'s Avatar
    Ohh, Sorry,
    Im in Toronto
    01-10-14 03:47 PM
  8. anon(4264471)'s Avatar
    Anyone have any ideas?
    01-18-14 10:47 AM
  9. robsteve's Avatar
    Anyone have any ideas?
    Ask at one of the larger stores if they know of any authorized BlackBerry repair centers.

    In my case, I am in Atlantic Canada and the authorized third party stored used to be the Cantel regional office and is now a third party Rogers store.

    I don't know how old you are, but back in the 1990's the bigger cellular dealers had repair facilities on site to do warranty work. I am sure there must be one or two of those in Toronto, with the repair facilities and still authorized to repair BlackBerry phones. They may not want go through the effort to contact BlackBerry so it can be done under warranty, since you did not buy the phone from them.

    A third option would be if you have any contacts in large institutions that may be able to suggest where they get there phones. I was told by an acquaintance that when she had problems with her BlackBerry, she took it to a BlackBerry tech at the hospital she worked at to fix it, even though it was her own phone. She was under the impression he worked directly for BlackBerry.
    01-18-14 10:58 AM
  10. rudyalexc's Avatar
    Scenarios like this make me happy I'm on a contract!

    Now that we got some laughs out of the way, this is truly saddening and I feel your pain throughout.

    Since you have been thrown around from BlackBerry to Telus and back, I recommend calling Telus, telling them to give you the number they have for BlackBerry support or else you will terminate your tenure with their service. You call BlackBerry again telling them that if you do not get a report you are going to go back to the UK (where you got it from), but you will need them to pay for your ticket, if the representative does not agree, tell them that since their customer service is so crappy, and that you have been a long-time BlackBerry user, that you will file small claims court if the situation doesn't get fixed by you going to the UK (hypothetically).

    Remember: Most carriers and corporations record their calls. If you sound unhappy or make threats, the reps get in trouble for being unable to compromise. Remember that!

    Oh, and small claims court is usually always in favor of the one who is suing. (Not saying you will but every corporation is scared of small claims because it's usually for a low amount i.e $10,000 and they aren't guaranteed to win since they won't put their super expensive lawyers on it).

    P.S. also tell Telus that they are required to give you information or patch you through to BlackBerry as per: http://ca.blackberry.com/customer-se...ontact-us.html
    Arjun Sahota likes this.
    01-18-14 01:05 PM
  11. zten's Avatar
    BlackBerry really leaves people hanging in situations like this.

    Most people don't know that warranty repairs are only handled by carriers. So anyone who buys a phone that isn't from their own carrier is pretty much on their own.

    This is why I never buy unlocked phones, if I buy used I buy a used rogers phone that's locked to Rogers. This means that rogers has to fix it if it has warranty since it's their phone and I'm their customer.

    If I were you I wouldn't spend the money it's going to cost to fix that phone, maybe try buying a keyboard if your are handy and replacing it your self (that's just a option - since you don't have warranty).



    Posted via CB10
    01-18-14 02:52 PM
  12. anon(4264471)'s Avatar
    hmm.
    Will try this
    Let's see how far I get this time
    01-18-14 07:26 PM
  13. anon(4264471)'s Avatar
    Was just on the phone with Blackberry for over an hour, and definitely the craziest phone call I've ever had with a Technical support person
    So I called, I pretty much asked for the supervisor right away, and after explaining everything to the supervisor, all the hardware issues, how I bought it 6 months ago unlocked in the UK, Telus can't do anything, this was his response, "Well, you have to contact the point of purchase" and this went on for a good half hour at the least, I was yelling, some choice words, trying to explain to the guy that I literally cannot get in contact with them, but I would be happy to fly to the UK and track down the store provided Blackberry book a ticket for me there of course, and this man went on and on AND ON of how I must get in contact with the point of purchase, I then asked for his boss, after 10 minutes of him saying he was the highest level of management at that department, he threatened to disconnect the call before finally transferring my call...... TO THE SAME GUY,
    Same voice, but he changed his name this time, I said "Is this a joke to you, your the same person", he stayed quiet for about 30 seconds before finally saying "well that was another supervisor"
    I immediately asked for someone to talk to at the higher level, because this man said he was going to repeatedly tell me the same thing, that I must get in contact with the point of purchase, I then asked and asked that he simply put in an RMA request for my device, after saying he does not have the resources to do it, I proved to him that he can, as stated on the blackberry website, I gave him the link, and he said okay, yes, but you must contact the carrier, I just about lost it at that moment, I asked him, okay, listen man, what if it is literally impossible to get in contact with the point of purchase, what if that store went out of business, what is a person with an unlocked faulty phone supposed to do then? His response "well thats never happened" and then he stressed again how you must get in contact with the point of purchase, seriously unbelievable, I kept asking to speak to someone at a higher level, but he said he is the head of the support department,
    His name was Allen apparently, but I don't believe that since he came back on the line with a different name, and then after repeatedly trying to get him to put in a simple RMA Request for my device, he said I'll give you the number of the head office in Waterloo, and I said okay but they will just redirect me to you again, so whats the point?
    And then I said listen guy, can't you just take my PIN, my IMEI and serial number, my info, and track down the point of purchase or whatever, he said okay, I can try, he took my info and that was the end of the call
    And so again, I am stuck
    The saga continues.....

    Hate to ask, but anyone have any ideas to next steps?
    01-18-14 08:46 PM
  14. rudyalexc's Avatar
    Was just on the phone with Blackberry for over an hour, and definitely the craziest phone call I've ever had with a Technical support person
    So I called, I pretty much asked for the supervisor right away, and after explaining everything to the supervisor, all the hardware issues, how I bought it 6 months ago unlocked in the UK, Telus can't do anything, this was his response, "Well, you have to contact the point of purchase" and this went on for a good half hour at the least, I was yelling, some choice words, trying to explain to the guy that I literally cannot get in contact with them, but I would be happy to fly to the UK and track down the store provided Blackberry book a ticket for me there of course, and this man went on and on AND ON of how I must get in contact with the point of purchase, I then asked for his boss, after 10 minutes of him saying he was the highest level of management at that department, he threatened to disconnect the call before finally transferring my call...... TO THE SAME GUY,
    Same voice, but he changed his name this time, I said "Is this a joke to you, your the same person", he stayed quiet for about 30 seconds before finally saying "well that was another supervisor"
    I immediately asked for someone to talk to at the higher level, because this man said he was going to repeatedly tell me the same thing, that I must get in contact with the point of purchase, I then asked and asked that he simply put in an RMA request for my device, after saying he does not have the resources to do it, I proved to him that he can, as stated on the blackberry website, I gave him the link, and he said okay, yes, but you must contact the carrier, I just about lost it at that moment, I asked him, okay, listen man, what if it is literally impossible to get in contact with the point of purchase, what if that store went out of business, what is a person with an unlocked faulty phone supposed to do then? His response "well thats never happened" and then he stressed again how you must get in contact with the point of purchase, seriously unbelievable, I kept asking to speak to someone at a higher level, but he said he is the head of the support department,
    His name was Allen apparently, but I don't believe that since he came back on the line with a different name, and then after repeatedly trying to get him to put in a simple RMA Request for my device, he said I'll give you the number of the head office in Waterloo, and I said okay but they will just redirect me to you again, so whats the point?
    And then I said listen guy, can't you just take my PIN, my IMEI and serial number, my info, and track down the point of purchase or whatever, he said okay, I can try, he took my info and that was the end of the call
    And so again, I am stuck
    The saga continues.....

    Hate to ask, but anyone have any ideas to next steps?
    Sounds like a true headache! Do try calling Telus and maybe they will be more responsive about it, try the same attitude. Call the Waterloo office and speak, write down EVERY name of EVERYONE you talk to. FIRST and LAST if possible, also, tell them that you are recording the call on your end for your own records

    Posted from my Q10 via CB10
    01-18-14 11:16 PM
  15. Arsyadi Pajri's Avatar
    oh no

    Posted via CB10
    01-18-14 11:49 PM
  16. anon(4264471)'s Avatar
    Got off the phone with Telus tech support, told the guy what had happened with blackberry, he understood, but he told me, that the way Telus puts in repairs for blackberry's is that they first put in the IMEI of the device, and since my phone wasn't bought from Telus, they wouldn't even be able to go to the next step, since if the Telus system does not recognize my IMEI, the support agent would not even be able to put in a repair request, he gave me a couple numbers for some repair shops, I called, but none of them do warranty repair
    And, I'm stuck again, now for the head office...
    01-19-14 10:48 AM
  17. anon(4264471)'s Avatar
    Aaaand never mind, head office is closed today, said to call tomorrow
    so the saga continues...
    01-19-14 10:52 AM
  18. Actn_Jksn's Avatar
    I agree with zten. Basically if you didn't buy from a carrier or Blackberry directly then you didn't pay for any warranty. The supervisor that you spoke to at BB was giving the best advice that he possibly can, in that you have to go back to the point of purchase.

    I've purchased a few phones myself not from the carrier and if there were any problems I know that I'm SOL.

    The keyboard isn't difficult to replace. I've opened my Q10 to check on connections when there was a minor issue.

    Q10 & 9900 on Bell Mobility
    01-19-14 11:07 AM
  19. anon(4264471)'s Avatar
    Right, so all of a sudden this is all my fault and I am completely responsible for a faulty device and I did not pay for a warranty?
    Is that what you are saying?
    I payed $700 plus tax for this device, when I bought it, Blackberry was not selling it unlocked directly, so basically what you are saying is, if you want an unlocked blackberry, then you have to pay full price and you will have no warranty, thats exactly what you are saying,
    If you want you can book a ticket for me to London, and I'll happily go back to where I bought it from since clearly this is all my fault.
    01-19-14 11:58 AM
  20. zten's Avatar
    Right, so all of a sudden this is all my fault and I am completely responsible for a faulty device and I did not pay for a warranty?
    Is that what you are saying?
    I payed $700 plus tax for this device, when I bought it, Blackberry was not selling it unlocked directly, so basically what you are saying is, if you want an unlocked blackberry, then you have to pay full price and you will have no warranty, thats exactly what you are saying,
    If you want you can book a ticket for me to London, and I'll happily go back to where I bought it from since clearly this is all my fault.
    It's not anyone's fault, it's a poor warranty handling policy.

    See, there is no such thing as a 'unlocked' blackberry. All blackberries belong to some carrier, while you can unlock them and use them on any carrier it still property of the carrier that it was originally locked to. So while you may have purchased a 'unlocked' blackberry it's still technically owned by whatever carrier it was originally delivered to, for example if you are a bell customer, and I sell you my rogers q10 which I unlocked my self Bell has nothing to do with that phone even though you may be able to use it on their network.

    It's a weird policy, apple does it best just bring it to a Apple store and they will try to solve the issue.

    BlackBerry doesn't solve issues for customers since you can't directly buy a phone from blackberry. Instead it relies on carriers, the people who sell phones to offer the warranty replacement. This doesn't really work well if people start unlocking and selling phones because now you can't get warranty unless the phone was from your carrier.



    Posted via CB10
    01-19-14 12:13 PM
  21. anon(4264471)'s Avatar
    The Q10 I bought was factory unlocked, whats the policy for that?
    I didn't buy second hand, it was in the original packaging from a cell store, factory unlocked, it was never locked to an original carrier
    01-19-14 12:32 PM
  22. anon(4264471)'s Avatar
    Also, it is possible to buy unlocked devices direct from blackberry, this option wasnt available when I first bought my Q10
    BlackBerry Unlocked Smartphones - ShopBlackBerry.com
    01-19-14 12:37 PM
  23. rudyalexc's Avatar
    It's not anyone's fault, it's a poor warranty handling policy.

    See, there is no such thing as a 'unlocked' blackberry. All blackberries belong to some carrier, while you can unlock them and use them on any carrier it still property of the carrier that it was originally locked to. So while you may have purchased a 'unlocked' blackberry it's still technically owned by whatever carrier it was originally delivered to, for example if you are a bell customer, and I sell you my rogers q10 which I unlocked my self Bell has nothing to do with that phone even though you may be able to use it on their network.

    It's a weird policy, apple does it best just bring it to a Apple store and they will try to solve the issue.

    BlackBerry doesn't solve issues for customers since you can't directly buy a phone from blackberry. Instead it relies on carriers, the people who sell phones to offer the warranty replacement. This doesn't really work well if people start unlocking and selling phones because now you can't get warranty unless the phone was from your carrier.



    Posted via CB10
    But aren't there different SQN's for different carrier receptions? Ultimately, unlocked ones are either naturally globally receptive or forced for another carrier? You see, if this is the case then that is truly, truly messed up on BlackBerry's part.

    OP: try looking up the IMEI and see what carrier it falls under and then try calling that carrier.... maybe that is another option..?

    Posted from my Q10 via CB10
    01-19-14 12:41 PM
  24. zten's Avatar
    The Q10 I bought was factory unlocked, whats the policy for that?
    I didn't buy second hand, it was in the original packaging from a cell store, factory unlocked, it was never locked to an original carrier
    I'm not sure where you bought it, or the name of the store etc. I know in the GTA we have a lot of 'cell shops' which aren't authorized resellers of most of the phones they sell. So instead they buy them used, mostly on kijiji, unlock then and resell them. Obviously if they succeed there is some profit to be made

    http://www.numberingplans.com/?page=analysis&sub=imeinr

    You can use that to see if it will give you information about your phone such as who it was locked to.

    It's a trust worthy site, it's worth a shot.

    If it does tell you a carrier that it was locked to for example 'orange' and yet you bought it unlocked then the guy who sold you it unlocked it.


    Posted via CB10
    01-19-14 12:43 PM
  25. zten's Avatar
    Also, it is possible to buy unlocked devices direct from blackberry, this option wasnt available when I first bought my Q10
    BlackBerry Unlocked Smartphones - ShopBlackBerry.com
    If you click support on that website and click contact us, they have information about purchases made there. Basically it says purchases made through the website can contact a number for warranty repairs.

    But your didn't buy it there so it doesn't apply to you.


    Q10 hardware issues - how to get support?-img_00001431.png

    Posted via CB10
    01-19-14 12:51 PM
73 123

Similar Threads

  1. How to get paid apps?
    By buu511 in forum More for your BlackBerry 10 Phone!
    Replies: 23
    Last Post: 01-16-14, 10:31 AM
  2. Apps on Z10 vs Q10
    By DeliaC in forum BlackBerry Q10
    Replies: 7
    Last Post: 01-14-14, 03:26 AM
  3. Constant request to update password for computer
    By orgonebox in forum BlackBerry 10 OS
    Replies: 2
    Last Post: 01-10-14, 09:10 AM
  4. IMEI - Cannot find it on my Q10
    By garm in forum BlackBerry Q10
    Replies: 2
    Last Post: 01-09-14, 02:45 PM
  5. #CESlive Day 3: CrackBerry Kevin cohosts the show, first guest is BBM. Be sure to watch!
    By CrackBerry News in forum CrackBerry.com News Discussion & Contests
    Replies: 0
    Last Post: 01-09-14, 12:00 PM
LINK TO POST COPIED TO CLIPBOARD