Flat BB Playbook

jocktog

Hi,

Bought a 16 gb Blackberry Playbook from Pc world in the sales after Christmas, on the 30th Dec to be precise so its 8 months old.

The problem is that now the battery won't charge. I have just returned from a visit to PC World and they have given me an 0800 number to contact Blackberry as they say they now direct items, out of the return period but within warranty to them.

The chap at the Knowhow stand mentioned that this is a common problem with the Playbook and even said the word "Fault".

I asked that if something is supposed to be a mobile device and I can only use it attached to its wall plug then its not fulfilling its intended use so is not fit for purpose. Nothing... I have to take it up with Blackberry.

I have followed all the directions for resetting the playbook and now its just showing a battery icon at 0% on screen and a message saying it can't install software until battery is a 20%....which will never happen. So at the moment I have a very slim black brick.

Any help or advice on this would be appreciated:)

John

Fosterdog

Have a good look at the charging port, I've had a lot of these in for repair for not charging and all but two have been because the thin metal plate inside the port has either been bent or snapped off by the charger being forced in upside down.

If there is no sign of damage I would just go call Blackberry, PC World are using the manufacturer as repair agents which they are allowed to do, you could ask them to arrange the repair for you but it would probably take longer than sorting it yourself.

It may also be worth going back to PC world and asking them if you can do a swap test with their display model. See if your charger charges theirs and if theirs charges yours. It will narrow down whether it is the charger or the tablet itself at fault. If it's the charger Blackberry may just send one out instead of the whole thing going for repair.

jocktog

Thanks Fosterdog..... I guess I never titled my post correctly. It should have been 'can pc world do this'.

I have done everything possible from other fixes on tech sites to try and sort the prob. I have been religious in using the port as I knew this was an area of concern. I have even used a friends chargers and vice versa and they are fine.

My concern is more with the fact that pc world can just fob you off so easily, especially if this is a fault and from what I gather in other forums this is quite a wide spread worlwide issue.

Cheers anyway.

J

Darksun

If you can prove it was an inherent fault from purchase then you would have remedy under the SOGA. However, do you have a warranty with Blackberry? If so it may be quicker and easier to take that option rather than going through PC World.

Fosterdog

I understand where you are coming from but really they are not fobbing you off, they are just using the manufacturer as the repair agent. The company I work for does the same, we can do some diagnostics in house but any actual repairs go back to Blackberry as they carry the parts for repair. It's not like a PC where one part could fix multiple makes and models the parts are pretty specific.

If PC world were to do the repair themselves they would have it a few days for diagnostics, then have to order parts from Blackberry, then do the repair and fully test it before getting it back to you. Also if it needs more than one part replaced they may not know until one part has been done they discover a second fault and have to wait again for the part. You would be adding at least a few days onto repair times maybe a week plus, all this already added to the times to transport it back and forth.

Blackberry would have all parts available at the repair centre so just diagnose and fix, if it needs a second part it's there for them to do without the need to order anything. It really is the easiest way for everyone involved to get it repaired. They would also have engineers that know the device better than a retailer would so are likely to diagnose it quicker and be more competent at the repair.

Wherever it goes it will be away for at least a few days, you just have to decide whether you'd rather it takes longer and ask PC world to arrange it all or whether a quick call to a freephone number and arranging it yourself with a quicker turnaround is better for you.

jocktog

Thanks Darksun.

Have just called the 0800 number and as Its still within warranty they have ran through the fixes with me. I have already done this repeated times myself. So wasn't surprised when they all failed.

They are now going to call me back with a decision on whether its going to be picked up for repair, why can't they tell me right there and then that it needs repaired. Its obvious that it not working.

On the subject of a fault... the operator repeatly refused to accept that there is a fault, even when pushed on the issue that forums are full of people complaining about the same thing and that the shop staff recognise it as a fault.

So how to prove its a fault? and if they don't decide to repair, how do I go about getting a fix without paying as its within warranty or a refund.

I did buy it with my credit card so I guess I could take it up with them depending on the outcome.

The thing that grates me is how flippant staff/companies can be on subjects like this, especially electronic suppliers. By far the best I have came across is John Lewis, if within warranty they just change the goods or give you an equivalent product.

Well only time will tell if I continue to be a BB user.

j

jocktog

Thanks Fosterdog,

Totally understand what you are saying. I hope to go through BB if they will repair it.

Just a bit annoyed I guess as I've become more aware of the issue with the battery, which isn't unusual for electronic gear.

J

Fosterdog

If Blackberry won't fix it then you can take it up with the retailer, they may be considering it to decide whether to fix yours, send a replacement or swap it for a reconditioned one. If they offer option one or two then great, if they want to swap for a reconditioned one then you have to decide if that's something you're happy with.

If you are happy with what they come back with then there is no problem, if you don't like what they offer that is when you get back to the retailer and push for a repair, replacement (new) or refund directly from them.

Jakg

PC World will send the item back to Blackberry, in the exact same way you are doing. Legally you can force them to deal with it on your behalf (and they should at least offer!) but the manufacturer will be slightly quicker.

Having said that - most Playbook charging issues (if not all?) I've seen have been people putting the charger in the wrong way up and mullering the charging socket (not that I'm saying it is in this case).

visidigi

BlackBerry should do a swap out with you, its only usually a couple of days as they tend to send you another PB out as soon as your faulty one arrives in their EU repair unit rather than repair yours.

Should be a no cost repair to you.

CoolHotCold

Fosterdog wrote: »

If Blackberry won't fix it then you can take it up with the retailer, they may be considering it to decide whether to fix yours, send a replacement or swap it for a reconditioned one. If they offer option one or two then great, if they want to swap for a reconditioned one then you have to decide if that's something you're happy with.

If you are happy with what they come back with then there is no problem, if you don't like what they offer that is when you get back to the retailer and push for a repair, replacement (new) or refund directly from them.

You can certainly ask for a repair, replacement or refund, but the retailer has the final say. With BlackBerrys, unless you've already had a failed repair recently, it will go back to RIM's repair agent.

Taking it into PcWorld just adds more time, they do exactly the same as you do, but I suppose less hassle for you if you're too busy.