I got my first Blackberry 9360 handset on 5 Oct 2012 from Cell-C on contract ([protected]). Within the first week the handset was returned due to software errors, it was replaced with a new one under the OTB (out of the box failure) policy. During the next couple of months it was returned to Cell-C, twice, for repairs with the exact same error. Such repairs take from 3 to 4 weeks as the handset is forwarded to Johannesburg for repairs. On receipt after the last repair, the handset was returned again for the same problem within 4 days. This time it was replaced again (handset no 3). On 14 June 2013 the handset was returned again with software problems and soon after that again with audio problems due to software (according to the repair center report) problems. This time it was replaced again (handset no 4). On the morning of 5 July the head of the repair center phone me and said that they are going to send me a new handset again.
I tried to get this matter resolved via e-mails to Cell-C customer care without any success. My last e-mail have not been resolved as the reply received said that it was forwarded to the relevant department. No answer was received from them. I take it that it is because the repair centre replaced the problem handset with the same model handset, which is also giving problems. I searched the Blackberry website for contact details so that I can take the matter up with them, without any success. I even tried several cell shops to get a hold of a Blackberry representative, without success.
On opening the box on Tuesday 9 July it was found that the box contained a black handset. My initial contract was for a white handset which cost more than the normal black one on the same contract. I refused to accept it and asked it be returned and a white one issued. Vivan, from the repair centre, phoned me and said that a white 9360 will be send to me which should arrive around Thursday, I requested that the phone be replaced with a different model or make as I was not happy with this model due to it being unserviceable all the time. Vivan told me that the repair centre can only replace the phone with the same model. He also said that he would contact the couriers and request that the delivery be prioritised as urgent and phone me on Wednesday morning with feedback on the delivery.
When I left the shop I went to the regional office where I requested to speak to the operations manager, Almero. He was not in the office and I was assisted to speak to him via phone. I explained my situation to him and expressed my dissatisfaction with the service and the model of Blackberry handset. He told me that he would take this matter up with Blackberry on Wednesday 10 July during the morning and give me feedback.
The handset was returned to the Cell-C repair centre 7 times in 10 moths resulting in it being away for approximately 20 - 28 weeks (almost 7 of the 10 months that I have this handset). I feel that I pay for a specific handset (price of handset included in the contract price) and yet I do not have the handset that I am paying for. Cell-C cannot even provide me with and equal type of handset while mine is away. Every time I have to go to a Cell-C shop to hand the handset in for repairs I have to take time off from work and travel into town at my expense. Everything ads up to a lot of lost time and money spend on travelling up and down.
I would like to know what Cell-C and Blackberry is going to do to resolve this matter to my satisfaction once and for all. I complained to Cell-C customer services via e-mail on Saturday 6 July, with no feedback what-so-ever.
On Wednesday Almero ([protected])phoned me and said that Blackberry would not assist in this matter and also confirmed that a new (white) 9360 was send to the couriers yesterday at 15h00 for dispatch to Bloemfontein. On Friday 19 July I was told that it wasn’t a new handset but a refurbished one.
On Wednesday 10 July I posted this letter via e-mail on your website for attention customer care.
On receipt of the new handset on Wednesday 10 July 11h20, I tried to switch the data between the handset I used while mine was away and the new handset with the aid of the Blackberry desktop manager. The process started normally until the program requested the new handset be connected. At his stage the program indicated that the memory on the new handset was not enough and that I had to de-select some of the applications. As the applications was dismissed it came down to the fact that none would be able to be transferred to the new handset as there was only enough memory on the new handset when all the applications was dismissed. In other words, the switch between the devices could not take place. All applications had to be installed manually and the phone set up as a new one. On installing BB protect the handset froze and had to be rebooted. After re-boot the installation completed but the authentication could not take place. On installing WhatsApp the installation completed but a message appeared stating that there are no cellular connection, full 3 G signal indicated on face, and the handset had to be connected to a Wi-Fi network. The email setting function was inoperative and could not be set up as it could not connect to the BB server. All applications making use of internet connections had difficulty connecting to the relevant servers and around 17h15 this problem suddenly disappeared. During the whole process I would remove my sim card from the 9360 and put it in an 8520 and repeat the actions on the 8520. All processes ran smoothly on the 8520.
After work, 16h50, I took the handset back to Cell-C Mimosa Mall and showed it to the manager, there was nobody available to assist me as the Blackberry consultant in the shop already left for home. On trying to synchronize the handset with my computer the action could not be completed and error code 0x80040fb3 was displayed.
On Thursday 11 July at 08h04 I phoned Almero stating that I was not happy with all the problems this handset was giving me. He asked whether the staff in Mimosa did not assist me in setting up the new device. I stated that I did not now that the BB representative was supposed to assist me and that the staff did not mention it to me. He said that he would get back to me before 13h00 today after he has taken my queries up with the relevant people. At 09h30 people from Cell-C came and picked up the handset. When they returned the phone said that they loaded the software again and tested the handset with no problems. I immediately tried to sync the handset with my computer but could not; the same error code was displayed as mentioned above. I phoned Mimosa branch. I deleted the desktop manager from my computer and installed the 6.1 version again. The same error code still appears. I did phone Cell-C at 11h22 to request that the members who did the software on the handset contact me; at 12h18 nobody contacted me. I phoned Mimosa branch and explained the problem and was told that they could not assist me over the phone and had to come into the branch. At around 13h00 I went to the branch and the BB buddy could not assist me in simulating the problem as he did not have Microsoft Outlook on his computer. He the phoned BB help line and they could not assist either as they told us to do some settings on the handset and the menus they spoke of is not available on the handset. I went home and deleted all my data from Microsoft Outlook. The synchronisation then went thru without a hitch. The moment you make any change on the computer no synchronization can take place as the following error message appears in the screen; “Synchronization Error: An error has occurred during an attempt to update a device database record.” On the morning of 12 July I upgraded my work computer desktop manager to version 7.1 and tried to synchronize my handset with the computer without any success. After deleting all my data from Outlook the sync process went threw without a glitch but when any changes are made on Outlook the process fails with the same error message as above. The same happens when making a change on the handset and trying to carry it over to the computer. The following error message is displayed. (An error has occurred during an attempt to update a device database record.)
On Friday, telephone conversations sometimes did not succeed as the line just faded away and the person on the other side cannot hear me. This happened several times during my conversation with Abrie Ackerman from Blackberry. Sometimes the BBM indicated that the message was being sent but then failed to send.
On Friday at 14h04 Almero phoned to say that Abrie Ackerman would contact me regarding my problem. At 14h33 I contacted Abrie at [protected].
After speaking to Abrie I decided to try and sync my data again. This time the computer did not recognize my handset and the organizer had to be set up again for synchronization. The handset the sync’d perfectly the first time. After making changes on Microsoft outlook, the same problem was experienced as previously.
Two days ago the synchronization completed without a problem. I tried it several times that day and very time there was no problem. On Wednesday 17 July I phoned Abrie and told him that everything went without a hitch. He then told me to try BB link witch I did try. The software recognized the handset and started the 4 step set-up process. During stage two the program tells me that this software does not work with the older handsets (handset software 7 applicable to the 9360).
On arrival at the office on Thursday morning 18 July, I tried to sync my handset with my computer. The same problem was experienced as on 12 July. I sent an e-mail to Abrie stating this problem and phoned him. He told me that he would take it up with his manager and provide me with feedback today. I insisted on having this problem resolved before the weekend.
Abrie forwarded me an e-mail from Nirvan ( Nirvan.[protected]@nopglobal.com) from Blackberry suggesting I try the following links to the web to assist in resolving my issue. This resolution is from BTSC, should there still be problems kindly visit www.blackberry.com/btsc for more help.
I tried the items suggested on the website mentioned and could find no problems on mi Outlook contacts. Abrie was informed about this and he picked up the handset on Thursday after 12h00. He later informed me that he could not solve my problem and that he dropped the handset at Abrie from Cell-C. Later the afternoon Abrie contacted me and said that the handset sync’d perfectly with his computer on several occasions. He also said that when he wanted to sync his BB with his computer that he experienced the same problem. He speculated that the desktop manger did not sync with different handsets on the same computer and that it is a problem between BB and Microsoft which Cell-C could not resolve. I told him that I never experienced this specific problem with the previous four 9360’s and that on all the occasions the handsets was sent away to the repair center I had to swap data between an old 8520 and the 9360 and my computer without any problems. This specific handset is the only one that gives this specific handset. Abrie phoned me on Friday morning stating that they could not find any problem with the handset and that I had to take the matter up with BB as Cell-C only provides the network and they do not have the expertise to solve this problem. He is going to send the handset back to the repair center.
I contacted Abrie from BB and requested contact details for somebody at BB who could assist in resolving this whole issue of the 9360 and all the software problems experienced from day one.
At this stage I feel that nobody is taking this matter seriously and that Cell-C and Blackberry personnel feels that I only complain to make life difficult for them. I sometimes get the feeling that there is not after sale service.