RIM does not support its customers

After literally LUSTING after a Blackberry Curve for more than a year, I finally got one for Christmas. I love it, except that mine has some strange problems:

1) Sometimes, when I turn it on, the mobile radio (phone/internet) is off (Icon shows no radio-have to turn it on manually).

2) Sometimes, when I turn it on, the mobile radio appears to be on (icon shows strength), but phone and Internet do not really work. I have to pull the battery to restore operation.

3) #1 and #2 normally occur about once every 2 weeks. But if I try to use auto-on/auto-off, the frequency rises to once every 2-3 days.

So I Don't use auto-on/off, and every morning when I turn my BB on, I have to confirm that it's operating (or just pull the battery).

I contacted VW, who forwarded me to RIM, who opened a case (RQST00006251926), and over a period of TWO MONTHS exchanged frequent Emails (close to 25 in all). They required me to extract and send all sorts of logs. Sometime after turn-on, sometimes a specified interval AFTER turn on, and answer all sorts of usage questions. I peacefully complied happy that they were working on my issue.

The final answer I received last week:

"This issue is currently under investigation by our development team and is scheduled to be resolved in a future release of the BlackBerry device software. At this time I cannot give any details on a specific version or release date as we do not currently have this information"

In other words "we've put enough time into it, tough luck".

No resolution, no relief, no sympathy, no help for my situation.

If you buy a blackberry, and within the first 30 days discover it's not doing things right, forget about support, try to swap for a different one. In fact, try to swap for an iPhone. I'm wishing I had. 8-{

/j

Sucky for you. This is pretty unusual. If have the insurance I'd drop it it down a sewer grate and get a new Curve. I'll bet you $20 your prob goes away.

wish I did, they offered me new HW once and I might be able to get the offer again if I pushed, but it would be refurbished, which makes me think I'm swapping one set of problems for another. 8-{

Try upgrading your os

Well by just keeping it as is, you're going keeping the same problem you already have. It obviously bothers u if you contacted rim and are posting it here. I'd either have the warranty exchange or add the insurance and file a claim after the 31 day period.

Posted from my CrackBerry at wapforums.crackberry.com

Reinstall with the newest os if that doesn't work it's a hardware issue.

Posted from my CrackBerry at wapforums.crackberry.com

"This issue is currently under investigation by our development team and is scheduled to be resolved in a future release of the BlackBerry device software. At this time I cannot give any details on a specific version or release date as we do not currently have this information"
...

That their way of telling you, they have identified a bug that they belive is impacting you.

Research in Motion does not relase software directly to subscribers, but to the carriers. It is up to the carrier to decide which upgrades are suitable and when they become available.

That is telling you, in the clearest terms they can state, you need to upgrade.

If your carrier does not have the latest upgrades, you can find them stuck in the Device threads.

http://forums.crackberry.com/f52/new...evices-208149/

Youre not the only one who feels this way!
But Crackberry Supports You!
We dont have the same phone or Service provider but
I would think that if you re-installed your OS you might
find it fixing those things! I am not sure but my gurly has
the same phone and i let her use it for media but she has
been through some issues with that as well because it has
no service connected on it, i tell her to leave it off! but
most of the time when she turns it on it is already set to off!

if you just got your curve in december it still falls under the 1 yr warranty. try reinstalling or upgrading the os. if that doesn't work, send it back for a replacement. make sure you do a backup though. good luck...

i'll try an upgrade tonight - thanks

Sounds like it just a software issue to me. If rebooting the phone fixes the issues sor any amount of time then its a bug in the software. If the problem can't be fixed with pulling the battery or fresh in stall of another OS version then its a hardware issue. I am about 98% sure upgrading your OS will fix your issue.

Posted from my CrackBerry at wapforums.crackberry.com

I completely understand where the OP is coming from. I am a software engineer for a company that builds embedded systems and we have thousands of customers who feel the same way you do. With the response you received I'd say you received great support. When a company has millions of customers, individual updates is just not doable. And I know it sucks but you may have found a legitimate bug (not a problem with configuration). Having as much back and forth with them as you've received I'd be pretty confident that (unless its extremely hard to fix) that your bug will be fixed in a later release. It sucks that you'll have to wait but it sounds like RIM was actually listening.

At the moment I'm going through our bug database at work, fixing bugs for an update so I know how you and RIM feel.

Posted from my CrackBerry at wapforums.crackberry.com

well, I did the upgrade, but it can take a week or two to fail. we shall see 8-}
/j