1. Lumute's Avatar
    Hi All,

    Just wanted to share my experience with BlackBerry Customer Support: I got a Passport from Kijiji like about 5 months ago and last week started having problems with the mic and people not hearing me in the middle of a call. I am a nocturnal guy so opened a case with BlackBerry Customer support on Saturday about 2 am and 20 min later had a reply asking me to test the hardware using the BBVE, by 4 am a hardware problem had been confirmed and the case forwarded to the team responsible for handling replacements / repairs.

    I was a little worried as I read here in multiple threads that BlackBerry warranty only applies to the original buyer, but when I got the phone from Kijiji I asked the guy for a copy of the ShopBlackBerry.com invoice so all they asked me was the order number, they did not care the name or address didn't match.

    First thing Monday morning got a call from a really nice guy offering me two options: they would send me a box overnight to ship my Passport back for repairs or I could give them my Credit Card and they put a hold for the price of the device and ship me a replacement right away with a prepaid shipping box to return the bad one. I chose option 2 and next day got my replacement Passport which works beautiful! (mine had a couple of scratches and this one is perfect, not sure if refurbished but does not look like it).

    Shipped the bad unit back, they got it today and already confirmed all is good and the Credit Card hold was removed.

    I am really pleased with this experience, its amazing that after all the lay offs and problems they have managed to maintain an excellent Customer Support with people working in overnight shifts handling cases and replacements, fast shipping both ways and all paid by them...
    nalin909, bakron1, dusdal and 4 others like this.
    07-22-15 11:11 AM
  2. bbmme's Avatar
    Always good to hear things like this

    Beproud
    07-22-15 11:19 AM
  3. nhanken's Avatar
    BlackBerry needs this kind of great customer service going forward!

    To BB or not to BBBBBB...?
    07-22-15 11:44 AM
  4. mad_mdx's Avatar
    BlackBerry never gave me trouble for warranty, I've only ever given them the pin of my device and they knew the rest..
    07-22-15 12:09 PM
  5. gebco's Avatar
    Good to hear a positive experience.

    Posted via CB10
    07-22-15 12:38 PM
  6. Prem WatsApp's Avatar
    BlackBerry never gave me trouble for warranty, I've only ever given them the pin of my device and they knew the rest..
    Arghhhh.... tinfoil hats, yell out... !

    ;-)

    �   "BB Android Armageddon: Chenisys is uploading in 5,4,3..."   �
    07-22-15 05:26 PM
  7. Craigash's Avatar
    Always had great service from BlackBerry Customer Support.

    Posted via CB10
    Madhuchandran likes this.
    07-22-15 10:42 PM
  8. anon(1852343)'s Avatar
    I guess the secret is to email them in the middle of the night thanks for sharing

    Blackberry Passport running 10.3.2.2339
    07-22-15 10:57 PM
  9. Craigash's Avatar
    I guess the secret is to email them in the middle of the night thanks for sharing

    Blackberry Passport running 10.3.2.2339
    There's no secret, the only reason the OP received a response during the night was because of the time difference.

    Canada is 5 hours behind the UK. Not sure what it is for other countries. So you need to take that into account.

    Posted via CB10
    07-23-15 01:15 AM
  10. imcurved's Avatar
    Nothing like word of mouth. BlackBerry customer service please keep up the good work.

    PassportSQW100-1/10.3.1.2576
    Madhuchandran likes this.
    07-23-15 01:19 AM
  11. BerrySoul's Avatar
    Awesome.

      
    07-23-15 12:44 PM
  12. Lumute's Avatar
    There's no secret, the only reason the OP received a response during the night was because of the time difference.

    Canada is 5 hours behind the UK. Not sure what it is for other countries. So you need to take that into account.

    Posted via CB10
    Dude I'm in Canada, Mississauga... or are you saying they have customer support staff in the UK? That seems weird to me...

    Posted via CB10
    07-23-15 08:51 PM
  13. Craigash's Avatar
    I'm not sure if they have CS staff in the UK and No it wouldn't be weird at all, considering BlackBerry have a HQ & NOC in the UK which runs simultaneously with Canada.



    Posted via CB10
    07-24-15 12:47 AM
  14. swap24041989's Avatar
    Hi All,

    Just wanted to share my experience with BlackBerry Customer Support: I got a Passport from Kijiji like about 5 months ago and last week started having problems with the mic and people not hearing me in the middle of a call. I am a nocturnal guy so opened a case with BlackBerry Customer support on Saturday about 2 am and 20 min later had a reply asking me to test the hardware using the BBVE, by 4 am a hardware problem had been confirmed and the case forwarded to the team responsible for handling replacements / repairs.

    I was a little worried as I read here in multiple threads that BlackBerry warranty only applies to the original buyer, but when I got the phone from Kijiji I asked the guy for a copy of the ShopBlackBerry.com invoice so all they asked me was the order number, they did not care the name or address didn't match.

    First thing Monday morning got a call from a really nice guy offering me two options: they would send me a box overnight to ship my Passport back for repairs or I could give them my Credit Card and they put a hold for the price of the device and ship me a replacement right away with a prepaid shipping box to return the bad one. I chose option 2 and next day got my replacement Passport which works beautiful! (mine had a couple of scratches and this one is perfect, not sure if refurbished but does not look like it).

    Shipped the bad unit back, they got it today and already confirmed all is good and the Credit Card hold was removed.

    I am really pleased with this experience, its amazing that after all the lay offs and problems they have managed to maintain an excellent Customer Support with people working in overnight shifts handling cases and replacements, fast shipping both ways and all paid by them...
    or I could give them my Credit Card and they put a hold for the price of the device and ship me a replacement right away with a prepaid shipping box to return the bad one

    Is it safe to provide our credit card details to any one?
    07-24-15 04:43 AM
  15. Craigash's Avatar
    Never needed to. Just got a replacement handset shipped.

    Posted via CB10
    07-24-15 05:33 AM

Similar Threads

  1. Now that's 2 Premier Leaguers on BlackBerry
    By ScoopTheBowler in forum BlackBerry 10 Dev Devices
    Replies: 7
    Last Post: 09-30-15, 02:57 PM
  2. Blackberry Link - Backup complete with errors
    By svjones in forum Desktop Software
    Replies: 2
    Last Post: 08-08-15, 12:24 PM
  3. Share your Music related BlackBerry Passport wallpapers!
    By Jabras in forum More for your BlackBerry 10 Phone!
    Replies: 0
    Last Post: 07-22-15, 11:00 AM
  4. BlackBerry Porsche Design
    By Tamashek in forum Ask a Question
    Replies: 2
    Last Post: 07-22-15, 09:02 AM
  5. Replies: 1
    Last Post: 07-22-15, 07:59 AM
LINK TO POST COPIED TO CLIPBOARD