Need some advice! Faulty blackberry, O2 fobbing me off with excuses.

Clarabella1_2

Hi guys – wondering if anyone help me with this problem.
I woke up one morning two weeks ago to find that my BB had stopped working, I’ve had this phone for 6 months, as an upgrade, from O2. I did not take out insurance!

The trackball, keypad and buttons on the top of the phone are all completely unresponsive. I removed the battery, rebooted the phone – it took ages to load and then the problem was exactly the same.

I called O2 and spoke to two different people who walked me through some checks via the BB desktop and I also made a back-up of the data on my BB.

Neither of them could tell me what was wrong and referred me to my nearest O2 store. I went in the following day, senior member of staff checked it over, checked the battery – no water damage, red line intact, also the small white sticker under the camera lens was in perfect condition. He confirmed it was in good condition and it was a software fault and sent it off to be repaired.

I had my phone returned to me – unfixed and with a very patronising letter from ‘Anovo – UK repairs’ saying that they could not fix the phone as, on inspection they had found some water damage to the circuits that had caused them to slightly rust, hence the phone not working – and then suggested i BUY a new one as this type of damage is not covered by my warranty or indeed, by most insurance policies. (Ha!)

I have NEVER exposed the phone to water or excessive humidity, the man in the shop confirmed this. I have never mistreated the phone as it is central to my working life. Is this a reoccurring fault with the curve 9800? Is there any way I can fix it? I fail to understand how the circuit boards could have gotten wet and if they are that sensitive to the British climate then are they actually fit for purpose??

I am absolutely furious at how O2 and Anovo have handled this – any ideas on how I should proceed? Right now I do not want to give them another penny let alone pay for another phone! Any suggestions or advice please!

Thanks

ukbill69

I think they have to prove that it has been water damaged, so ask them for evidence, then say to o2, you want another company to repair this as your not happy with there findings. Condensation can form in the phone (cold days) then dry when heated in a warm place. I suggest you send o2 a letter in the post and say this.

in_the_Cotswolds

Nearly every thread relating to Blackberry repairs comes back saying it's "water damaged". I can't remember the companies name but it's O2's authorised repairer.

To me it seems they can't be bothered to repair the phone. It's still under warranty, either send it back and say you want it repaired or go to O2 and say you want a replacement. I have the 8900 Curve for over a year and haven't had a problem with it.

Try looking here https://www.crackberry.com for all help and information relating to Blackberries, including updating software and changing trackballs and casings.

hieveryone

I know that when I worked there we sent all repairs of BlackBerry to BlackBerry themselves, not Anovo - could you try contacting BlackBerry and seeing what they say?

iwanttosave_2

hieveryone wrote: »

I know that when I worked there we sent all repairs of BlackBerry to BlackBerry themselves, not Anovo - could you try contacting BlackBerry and seeing what they say?

I don't deal with R&R but I'm sure they changed it now so it goes to Anovo so the customers aren't having to email Blackberry and wait for one back to arrange a repair.

If you have insurance with o2 then water damage is covered. But phone up and ask to speak to the returns and repairs team, or go to store find the chap who checked it and get him to phone retail support and he can confirm that the water indicators were intact, if you get no-where ask to escalate it to a lead advisor.

Did Anovo provide photo's of the damage?

simon_says_3

I suggest you take it to the CPW. they offer a repair service as long as it's under the manufacturers warranty. Just have your reciept as prooof of purchase. If you visit a store that has an express repair centre in store, they COULD fix it for next day collection.

What if I didn't buy my handset from Carphone Warehouse?


It doesn't matter – we'll still repair it and we'll even repair manufacturer faults covered by the warranty for free. All you need to do is bring your handset into a Carphone Warehouse store and show us proof of purchase.

Source: http://www.carphonewarehouse.com/support/repairs-insurance-lost-and-stolen/faults-repairs


Good luck

Littlemiss27

simon_says wrote: »

If you visit a store that has an express repair centre in store, they COULD fix it for next day collection.

Unfortunately this isn't the case with a Blackberry, CPW can still send for repair but they all get sent back to RIM (manufacturers) even if it is booked in at an express repair centre.

simon_says_3

Littlemiss27 wrote: »

Unfortunately this isn't the case with a Blackberry, CPW can still send for repair but they all get sent back to RIM (manufacturers) even if it is booked in at an express repair centre.

they would only send it to thier main workshop/manufacturer if they cannot repair it themselves.

I suggest handing the phone to CPW would be an alternative.

Littlemiss27

simon_says wrote: »

they would only send it to thier main workshop/manufacturer if they cannot repair it themselves.

I suggest handing the phone to CPW would be an alternative.

Nope CPW send all blackberry repairs to RIM.

simon_says_3

Littlemiss27 wrote: »

Nope CPW send all blackberry repairs to RIM.

ok, if that is the case, then let them send it? I'm pointing out that he could hand it in to the CPW instead of o2, meaning an alternative! I don't see anything wrong with sending the phone to the manufacturer anyway. It's going for repair and that is what the OP wants. Phone not working >> repair >> phone fixed :beer:

Littlemiss27

Sorry I didn't mean to come across like I was advising against sending away for repair, just didn't want OP going in with the expectation of a short turn around time for repair and finding out It could take about 2 or 3 weeks.