I bought A Blackberry Playbook at the end of January this year. It was the top 64gb model. I bought it online from PC World website. When I received it, it would not boot it just hung on blackberry logo. I contacted blackberry as was going to return it to PC World. But after blackberry told me to connect it to computer and do a update it finally started working. And has been working fine until a week ago when started having problems charging it. Now the Blackberry Playbook won't charge at all, it is completely dead. When you plug charger in to it no lights come on and it won't switch on. I have tried another charger to make sure its not the charger and it makes no difference. I have contacted rim blackberry but so far they have not been very helpful. I have my receipt from purchasing it online. Can I return it to a PC world store. Its still in warranty I have had it under 5 months. Or will PC world just tell me to contact black berry. Or as bought online can I not return it, will I have to send it back to PC world. I paid £250 for this tablet and its useless. Whats the best thing to do and what are my rights. I have read alot online in different forums about people having real problems returning BlackBerry Playbooks to PC World. And PC world not wanting to do any thing or telling them to contact manufacture. Any advice would be much appreciated Thanks in Advance

Hello all I would like some clear advice on how to resolve a problem with T-mobile and a faulty replacement Blackberry if anyone has some suggestions how to proceed. I took back a faulty Blackberry phone under a contract (it was the second time this model had developed a fault) and told them I no longer wanted the phone as it was unreliable. I was told my only options were to accept a repair/replacement under the terms of the contract or to pay off the contract and take a new phone and a new contract. I chose the latter, paying off the contract and taking an iPhone instead. However, I was told I was still entitled to a replacement/repair on the Blackberry and the phone would me mine to do with as I pleased. So I picked up the phone on Tuesday (two days ago) and was pleased to see they had replaced it with (apparently) a new one. I gave it to my girlfriend as a present. Her SIM card wouldn't work in it so she took out a new contract with T-Mobile yesterday. All good so far. Last night she informs me that the Q/A and W/Z keys are transposed. On further investigation this appears to be because the phone is from a French speaking country with an AZERTY keyboard but with a UK QWERTY keyboard on top. Apparently, for this model of Blackberry the key mapping is hard wired and there is no way to change it. Under normal circumstances I would just take it back for another replacement with some eye rolling and muttering but there are some complications here: (1) There is no longer a contract between me and T-mobile for this phone (2) My girlfriend has a contract with T-Mobile but the phone was not part of the contract (3) The phone obviously isn't new if it is a hybrid French/UK one, so it has to be a used phone or parts of several used phones made up as a refurbished model - have T-mobile broken any laws by claiming to have provided me with a new replacement phone? (4) My girlfriend requires the phone for emergency purposes as part of her job so cannot return it and wait weeks for a replacement. So my questions are (1) Where do I stand legally - am I entitled to a new phone? (2) Since the contract is paid off, are T-mobile required to replace it immediately as they would be if I had bought it off the shelf rather than as part of a contract? (3) Is my girlfriend entitled to claim for a new phone instead of me or is it up to me as the original purchaser? (4) What is the law in terms of supplying refurbished phones and claiming they are new (especially if the parts are foreign and do not work properly in the UK) I am grateful for all help and advice on this!

Hi all, I am new to this forum so I hope I have posted in the right place! I have a quick question which I hope someone could help me with. I took out, in July 2011, a contract with Orange (24 months) via Carphone Warehouse, with a Blackberry Bold 9780 mobile. In December the original phone became faulty, developing a problem with the screen. I received a replacement phone within around three weeks of reporting the fault. I used the phone for around a month, and again a similar fault developed. Again the phone was replaced, in around three weeks, only for me to find the phone setup incorrectly, thus not giving me access to any Blackberry services, they replaced the phone (another three week wait) now my replacement (I have had this phone around two weeks) has developed a keyboard fault. I have contacted complaints about this, who simply tell me that they will monitor and speed the replacement of the phone up as soon as possible. However I am becoming sick of not having the phone which came with the contract. From what I understand, a mobile phone contract does not cover the phone itself, just the network coverage. However, my ideal solution would be to change the phone, upgrade early or something similar - is there any way in which I could do this?

My complaint centres around the purchase of 2 new Blackberry Curve 8520 which were ordered on 24th May 2011. These were purchased from Orange's website – although at the last minute I had to call the telesales team to buy the offer on the website. I took screenshots of the website offer as you scroll through the pages. In short the offer was to buy the phones for £129.99 with the Dolphin Pay as you go package. I would receive free BBM and if you topped up £10 per month you would also receive free internet and free unlimited texts. After receiving the phones (and activating them) it became apparent immediately, that the internet was not working. I called Orange on the evening of 26th May. I was informed that I must pay £5 per month to Blackberry to activate the Blackberry Internet Service. If I did not do this, BBM would not work. I informed the agent that I purchased the phones on the basis of the advert and in my mind FREE means FREE. The first agent told me that Orange don’t charge any extra - its Blackberry. I refused to accept that argument – my contract is with Orange - Orange made the offer and I accepted it. I was then told that I should know that Blackberry charge £5 per month and its not Orange’s responsibility. I refused to accept that position especially considering I had not owned a Blackberry before. Eventually I was put through to the supervisor Victor on extension 63742. He listened to my complaint and asked for 30 minutes before calling back. At 8.02pm on 26th May 2011, Victor called back. He accepted the basic premise that if Orange had advertised the offer, then I should get it. He asked if he could discuss with the other departments in Orange and come back to me the following day. He was back on shift at 1.30 when he would expect to have received replies from the other 9 departments. At 3.30 pm on 27th May I spoke to Mayur who told me that Victor was not signed in. He tried to handle the complaint but it was like going back to the beginning all over again. He clearly did not understand the issue and was of no help at all and I could not get to speak to a supervisor. At 4.10pm on 27th May I called again because I had not been called back, I spoke to Avhi. He was also of no help at all and in fact he told me that the website clearly did refer to the BIS service and cost and he tried to show me where it was. When we came to the page he told me the bit he was referring to was on his screen and implied it must be my computer’s problem. I told him it was the same on 3 of my computers at home. I said I wanted this sorted right now. Still of no help at all and I could not get to speak to a supervisor. At 4.40pm on 27th May Victor called me. He had looked at the website and agreed with me that Orange had indeed advertised the phone as free BBM and free internet and texts when you top up with £10 per month. He explained that the matter had caused a great deal of discussion at Orange. Apparently he had also discussed the matter with his boss Tauseef ext 66924. Due to the abnormality of the issue, he needed more time but did not want me to suffer as a result of Orange’s mistake. He offered for Orange to pay £5 for both of the mobile phones to be activated on the blackberry internet service for the first month whilst Orange found a way to find an amicable resolution for me. He said he would need a couple of days only. I explained that I was on holiday the following week. I would call on my return if I had not heard from him. I heard nothing. On Saturday 4th June, I called and was told that Victor was not signed in. I asked for Victor to be emailed to call me. On Monday 6th June, I called and was told that Victor was not signed in. I asked for Victor to be emailed to call me. On Wednesday 8th June, I called and was told that Victor was not signed in. I asked for Victor to be emailed to call me. On Saturday 11th June at 10.33am I lost patience waiting for Victor. I called and spoke to Nir. Victor was still not signed in. I made a formal complaint about the lack of response and a complete failure to deal with the issue. I demanded specific performance of what was advertised. I wanted to speak to Victor’s boss and was refused. I asked for an email address so I could send the screenshots of the adverts for your records. She told me that she would keep trying Victor and I would receive lots of texts telling me that she was still trying. We received 1 text in the afternoon and that was all. No one called. On Sunday 12th June at 5.19pm I called again. After a protracted discussion with an agent I was finally put through to a supervisor Rashid Ext 67506. He agreed that if that was what was advertised, I should get it. He needed 30 minutes to read through all the paperwork. I was going out so I asked him to call back at 8.30pm.He agreed. No phone call at 8.30pm. I therefore called again at 21.55 on Sunday June 12th. I was told that Rashid was not signed in. I was told that Victor was not signed in. I asked to speak to the supervisor. I was told the supervisor would call back in 10 minutes. There was no call back. On Monday 13th June at 5.10pm I called again and spoke to James Ext 62543. James was very pleasant but I had to go through the whole matter all over again. I asked to speak to the supervisor. James told me that his supervisor was on a call and would call me back. I said respectfully that I did not believe he would based on past performance. I asked for his name – Chandan ext 62342. I asked when I would receive a call and he said within 24 hours. I said that was not good enough and I wanted to write in and make a formal complaint – I asked for an email address. James told me that only Chandan could give me the complaints email address. I was not happy. Again I said respectfully that I did not believe I would receive a call back. James said that he came back on shift at 1.30pm the following day and would see to it personally that I was called back. I said I would call back at 5.40pm if I had not heard anything. No Phone call. I called again at 8pm on Tuesday 14th June. I spoke to the agent and reminded him that this was now the 15th call I had made. James was not signed in, Changdan was not signed in, Victor was not signed in, Rashid was not signed in. This was ridiculous. I asked to speak to another supervisor. I was told I was being put through. The line went dead. I called back again straight away (time 8.15pm). This time the agent put me straight through to a supervisor called Tauseef 66924. Tauseef told me that Victor had come to him for help on 27th May and he had put notes on the account then. He informed me that there had been a mistake on the UK website and this had affected 20,000 customers. Orange UK were looking into the matter but the size of the issue had made it more difficult to come up with a proper solution. He told me that the account notes clearly shows my complaint and also shows that both Victor and Tauseef had looked through the website and agreed that I was correct in my interpretation of what was advertised. £5 had been credited to each phone as a goodwill gesture to pay for the blackberry internet service whilst the matter was resolved. It was unfortunate that a solution had not yet been found. I explained to Tauseef that I was very cross with the dreadful response I had received since speaking to Victor and all the broken promises about calling back, He took the details of the agents and supervisors I had spoken to and said he would ask them to explain themselves. Broken promises to call back was an unacceptable lack of integrity. Tauseef has put a note on the account relating to my complaint and also stated that if I have not received a satisfactory response by 26th June, that a further gesture to pay the next month’s blackberry internet service for each phone will be required. However at this time he could do nothing until Orange UK had decided what they were going to do. My Complaint ·I wanted specific performance of what was advertised or something that achieves the same effect at the advertised cost for my children’s phones. ·I wanted an apology for the dreadful service I have received. I have been a loyal customer to Orange for many years (in fact I was forced to move my account to Vodaphone for about 18 months by my main customer) but moved back to Orange as soon as I could. If it was not for this loyalty, I would have told you to take the phones back for a full credit and moved the whole lot to O2 whilst reporting Orange to Ofcom. ·I want recognition for the time I have had to spend handling this matter. I estimate that I have spent over 10 hours on the phone to your company on this issue alone. For the record I am a freelance Finance director and I charge £850 per day for my time. I emailed the executive office and Tom Alexander personally. After lots of warm words Orange flately refused to honour what was advertised and explained that it was MY RESPONSIBILITY to research the phones and work out that FREE did not mean FREE. I now have to send the mobiles back for a full refund. I will now take out a 24 month contract with someone else for free phones (and cashblack) and £10 per month contract for 30 minutes talk time, unlimited texts and 100mb of data (I assume this will be plus the £5 BIS). I am now also seriously considering moving my business accounts as well. Orange are both dishonourable and their customer service is disgraceful!!!