Thread: GOODBYE BLACKBERRY -- You can thanks TELUS for pissing me off after 5 years with blackberry

I have been a proud member of blackberry and have held various blackberry devices. I started with a curve 8330, moved to 8520 curve to a Storm 9530 to a bold 9000 to torch 9800 to now my current device 9900. What I went through over the last year not only affected my involvement in forums, but also has completely blown apart my faith in RIM and we can thank it all to RIM warranty policy and Telus.
The whole trouble started back in April of 2011. My phone (9800 had came back from repairs and was still giving me a white screen 15 minutes after the boot. INC000022900816 was opened on May 6, 2011.

On May 29, 2011, this was the response from blackberry

ello Sachin, Thank you for contacting BlackBerry Customer Support. I Spoke to Telus about the Issues your having with your device and advised them of all the information based on this issue, Telus did advised me that you would have to repair the device one more time and if that does not resolve the issue then they will move forward on the Exchange. The Representative advised me that they he would not that i called him on your account, From he i would have to advise you to Speak to telus and move forward with the process in case it corrects the issue. If you require further assistance, please feel free to contact us. Thank you again for contacting us Sachin. Sincerely, BlackBerry Customer Support Research In Motion Limited Tel: NA Toll Free: 1-877-255-2377 UK Toll Free: 0808 100 7466 Europe: +44 1753 558400 Worldwide: +1-519-888-6181 Email: help@blackberry.com Web: www.blackberry.com

Upon contacting Telus, Telus denyed the fact that rim ever contacted Telus regarding my account and that especially no notes existed on my account advising of a swap or replacement.

After that my phone went in repairs twice and on June 28, this was my reply to the RIM loyalty

It was a pleasure working with you. I just got my torch 9800 back from repairs today around 8:55 pm and its working great, so great that it has frozen 4 times since 8:55 pm till 12:00 pm. I clicked on browser and it opened app world.
So given the above state I have decided that I will be going back to Telus store on Wednesday, being my day off, and buying a device from another manufacturer and also will be taking in my playbook to return, if they dont take it, then I would rather trash it than selling it to some poor soul.

I was very satisfied with your poor service but I cant and wont be supporting blackberry in my future endeavours.

Thanks
Sachin Malhotra

P. S. please request the tech support team to update systems so that the customer service reps are atleast able to pull up a file.
Thanks


A new ticket was open BlackBerry INC000023228354 | bb-device freezes on June 28


On July 18, 2011



Hello Sachin, Thank you for taking the time to complete our Customer Satisfaction Survey regarding your recent interaction with BlackBerry Customer Support on 6/5/2011. If you would like to provide me with the best telephone number and time I can contact you, I will be happy to arrange a callback at your convenience. I understand that you have experienced an issue with your BlackBerry device. I would like to know if this issue has since been resolved, or if you require further technical assistance to resolve it. If you continue to experience this issue, I would like to offer you additional troubleshooting from a highly-trained technical support representative. Our customers' feedback and advice helps us provide the best in customer support. I encourage you to share any additional feedback that you may have regarding your recent interaction with BlackBerry Technical Support. I will ensure that your comments are escalated to the appropriate management team. If you would prefer to provide feedback over the phone I am available to speak with you at your convenience. If you would prefer to call us to receive technical assistance at no charge, please dial 1-877-255-2377, select option 1, and enter the last eight digits of your Incident Number, 23321242. This incident will be open for the next 2 business days.
INC000023321242 On July 19, my device was finally replaced after 3 repair attempts.


On Aug 30, I was again calling blackberry support INC000023570235

Blackberry 9800evice will not register with the network and experiencing other problems
The replacement device was going in for repairs again at which time I was just close to cancel my service with Telus so I was offered an upgrade to 9900 this was back in October 2011. That device has been swapped once already and I continue to get a run around between the telus store and 611.




At This point I am so disguted by the way in which I have been treated by Telus, that I am seriously going over to Rogers or Bell. I do not know what I was thinking when you convinced me to stay with Telus.

611 Support does not troubleshoot and when I go to the store, they refer me to 611 for troubleshooting. My 9900 that I got back in october has been replaced already due to several manufacturng defects. My new device is giving me further issues.

When I call the 611 support, the agent on the call today August 1, 2012 was not only rude but I had to mention my pin 3 times.

Now I have to pay $396 for cancellation since I am beyond troubleshooting and sending my phone in for repairs multiple times.

The loyalty team rep that I talked to, did not even bother to ask the details as to how the previous rep was rude. He was awfully rushed to have me cancel my services, without any attempt to listen to why I want to cancel.

RIM will not accept responsibility of their faulty devices and refers me to Telus for repairs.


AT this point am not so sure what to do but ... i know i cant .. i just cant stay with blackberry and especially Telus after this mistreatment.

Thanks for venting here. Sounds like you really had an awful time with support from both companies. I would suggest that before you leave, compile your thoughts here in to one big email and send it to both companies allowing them some time to respond and who knows maybe they will do something for you.

I've had some bad times with carriers. Seems like it's getting worse and they continue to rip us off by jacking up prices all the time.

Don't give up on BB just yet because of bad support.

Hello sachmalh,

I have read your complaint, and before I continue on, I would like to personally thank you for accepting me via BBM, so I may assist you further with your issue(s).

Currently, you own a BlackBerry Bold 9900, even though your profile says 7.0.0.400, I know it's really OS7.1.0.267.

There has been an Official OS release 7.1.0.569 for the Bold 9900, which I will provide for you below;

Discuss Official: OS 7.1.0.569 For BlackBerry Bold 9900 Via Claro Republica Dominicana

Keep us posted so we can find the best solution.

Thank you Sachin Malhotra

Sincerely,


grimreaper

Hi grimreaper. i have tried the 7.1.0.569 os. It was causing some issues with slow data and delayed bbm messages. So i did a downgrade back to 7.1.0.267. Over the t/s i did a factory reset and when that didnt resolve the issue, i contacted telus agqin and was given a massive run around between store and 611. After about a month with no go and response from telus as if they dont want me anymore, I am here.

Originally Posted by sachmalh

Hi grimreaper. i have tried the 7.1.0.569 os. It was causing some issues with slow data and delayed bbm messages. So i did a downgrade back to 7.1.0.267. Over the t/s i did a factory reset and when that didnt resolve the issue, i contacted telus agqin and was given a massive run around between store and 611. After about a month with no go and response from telus as if they dont want me anymore, I am here.

Hello, sachmalh,

Assuming you removed the vendor.xml files, how did you update your BlackBerry Bold 9900?

Did you use the latest Desktop Software For PC (Latest Official)

Keep me posted, and good to hear from you.

Thank you

telus = thiefs

I've learned how to get what I want from Telus. It's an artform

Wow no wonder your miffed some seriously poor service from Telus there does anyone know why RIM don't deal with repairs themselves?

Originally Posted by jameshawk1983

Wow no wonder your miffed some seriously poor service from Telus there does anyone know why RIM don't deal with repairs themselves?

I believe it is because your contract is with the carrier and they are the contact for phones in warranty. out of warranty, I believe you can contact RIM directly (I may be wrong, as I have never had any issues with any of my BB's) or take it to a phone service on your own dime. Not the most satisfactory chain of contact, but, probably the most efficient. I would probably go into my local carrier store and make it a more personal interaction. Face to face is always better than an anonymous exchange.