Im starting to lose my loyalty for BlackBerry
I've been a loyal blackberry user for many years, I value rim and it's products the most but recently im starting to doubt if they care about their customers at all, I've sent my bold 9900 for RMA service which arrived at their repair facility on the 4th of December 2012, I've been sending a follow-up email lately due to the fact that it's taken longer that it should, I've been told that that maximum repair duration is 10days, apparently until now (4th of Jan) I haven't got any response as to whats really happening and why it's taking this long. The blackberry support team has no idea either and the only answer they keep giving me is that "we have send a follow up report to out RMA team and we will let you know asap" same line over and over and I wonder whats wrong with their RMA team why they can't give me an answer, I just want to know whats happening. Im starting to doubt RIM and their support for customers. Have no idea what else to do.
Has anybody experienced the same situation like I do, perhaps your RMA experience, I'd like to hear.
Im starting to lose my loyalty for BlackBerry
Originally Posted by
Acumenight Not me. I sent mine in for repair mid Dec. And got it back before Xmas...they even kept calling me to pick it up from FedEx on a daily basis until I picked it up. Better service than with any other product I've ever bought!
That exactly my point, I previously sent a device for RMA before and it only took just 2 weeks, but this one I don't understand. It's way behind schedule and I need the device for work purposes so it's really inconvenient I'm so frustrated with RIM.
Im starting to lose my loyalty for BlackBerry
Originally Posted by
andut RIM is too busy with the launch of BB10 I guess..
They can't just put aside other customers though, I mean they need to manage it without other people suffering, even if it's the case the customer has the right to know whats happening. They can't leave a customer hanging just because they're preparing for something else they should have enough people to look after them
Re: Im starting to lose my loyalty for BlackBerry
Originally Posted by
belfastdispatcher Why not just take a refurb? My carrier, Vodafone UK sends me a refurb next day, we swap and I'm good to go.
Yeah if only I knew but I have my phone sent already to their repair facility so I can't do anything but wait now
Re: Im starting to lose my loyalty for BlackBerry
Originally Posted by
magutwit Me too (I mean starting to lose loyalty although I'll probably stay on board), but for other reasons.
Anyways, no offense, but I think that consumers shouldn't be loyal, in a normal world it's the enterprise that should be loyal to its customers.
Thats actually a good point, I hope they do know that...
Re: Im starting to lose my loyalty for BlackBerry
Ive done an RMA service before it went absolutely quick thats why ive decided to do an RMA on my this phone as well, but I didn't know it'll take this long, I'm not blaming rim I guess I'm just dissappointed of the time its taking but it already happened so I'll just wait.
Im starting to lose my loyalty for BlackBerry
One of the reasons I stay with BlackBerry product is because of its excellent reliability, at least in my experience. The only real issue I've had was with serious over heating and battery drain issues with my 9790. RIM couldn't have helped me anymore than they did, they worked in concert with my carrier to successfully diagnose and fix the problem over the course of 3 days without sending the phone in, all over the phone. They "bought" my loyalty with helpful, friendly, accurate and timely help. Shame your experience hasn't been the same, hopefully your issue will be resolved soon.
Sent from my BlackBerry 9790 using Tapatalk
Re: Im starting to lose my loyalty for BlackBerry
Originally Posted by
Jonesy1966 One of the reasons I stay with BlackBerry product is because of its excellent reliability, at least in my experience. The only real issue I've had was with serious over heating and battery drain issues with my 9790. RIM couldn't have helped me anymore than they did, they worked in concert with my carrier to successfully diagnose and fix the problem over the course of 3 days without sending the phone in, all over the phone. They "bought" my loyalty with helpful, friendly, accurate and timely help. Shame your experience hasn't been the same, hopefully your issue will be resolved soon.
Sent from my BlackBerry 9790 using Tapatalk
Thats exactly why I chose blackberry too, I use my blackberry alot at work, it's by far the most convenient device I ever used. My first RMA was with my blackberry porsche, I had a good experience, quick and prompted. It just happened that its a different situation on my bold 9900. I use it for work and tend to use my porsche for personal use so not having it for over a month is kind of inconvenient so hopefully I could get it back soon