Blackberry help

trog980

My daughter's new blackberry 9790 has lost the K key 6 weeks after her new contract started. I took it to the shop who sent it away and I was informed that it wasn't covered by warranty as it was broken and the shop should have told me. I said the phone was faulty as the key fell out and they then said that because it has some scratches on the screen it is deemed to be damaged and therefore not covered by warranty so they want £112 to give me a new one for her. I think this is unacceptable but they say that is how Blackberry look upon the warranty. If the handset is scratched they say it has been damaged by the owner and not their problem. Has anyone had any experience of this and have they managed to win? Advice please

macman

The warranty does not cover loss or accidental damage-I'm unclear if you somehow think that it does? Scratches are obviously owner-inflicted. It seems that they have taken the view that the scratch impact also damaged the keyboard. Hard to prove either way without an engineer's report, which would be at your expense and then to recover later if it proved in your favour.
Find a replacement keyboard on eBay or via an independent repairer?

peachyprice

Blackberry keyboards are all-in-one, not individual keys so they can't just fall out without being damaged.