my open letter to RIM

Dear RIM CEO’s

I have always fancied using a Blackberry device. All my friends I connect with use one. Finding it as a very viable option to communicate (for both work and connecting socially) on a stable and secure platform and mobile device, I decided to take the plunge with owning my 1st Blackberry device – the Bold 9700, with tying up with my Telco with a 2 years contract period. I was happy and amazed with the little tool and device I call mine. But ever since then, things gone down hill from there.

During my 1st 3 days of owning the Bold 9700, it went dead just like that after one fine morning as I woke up from my sleep. There was nothing can be done from my end as I cant power on, cant reset or even restoring my backup was an issue, thus I went to to my Telco to rectify it. It was after 2 hours of troubleshooting, they did a ROM re-flash and countless setting for me, finally the device came back to life.

That didn’t stop there as well, less then 1 month later, the device died on me again.  This time not only it auto reboots every morning and evening, it also freezes every time a notification came in. I called up my Telco Helpline, they have actually promised that if my device is not repairable, no questions asked, I will receive a replacement. Again, I sent back the device to the Telco Service Center to rectify. True enough, after 2 hours of trying, they finally gave up and replaced me a new Bold 9700.

Soon after the replacement Bold 9700 worked fine, laggy at times, even before the OS6 update (done at my Telco Service Center), I didn’t complaint. But now, after 7 months on the replacement Bold 9700, the same symptoms appear; it auto reboots on occasional days, but a few times in 1 day, it also freezes on occasional notifications or at certain applications, unable to detect my memory card (causing me to always repair the card – even though the is no issues with the card), and worst still – drop calls.

I called and explained my issues to my Telco Customer Helpline & enquired and I walked to their Telco Service Center and explained what steps that i have done to troubleshoot. So hoping for a 1 to 1 exchange unit to not have down time (which I got information off RIM website), I was declined as there was a policy from my Telco saying I need to deal with my local distributor directly (Brightstar) with the promise of a replacement! Imagine me, a customer who took up a 2 years contract, needing to deal with the distributor directly? 
After wasting ½ of my day, I requested Telco Service Center there to inform Brightstar personnel about my case, thus I went over to Brightstar Distributions, explained my situation all over again and appealed that I would like to have a replacement unit. But I was again declined, saying that I need to leave my device with them for few days to test what’s wrong, and if I were to need a unit to use, it would be on a loan basis, where I need to pay a few hundred $$ cash in deposit!

I’m the person who doesn’t have the liberty of free time in my busy work schedule as my industry doesn’t allow much off days in 1 month, and down time is totally unacceptable. The even most disappointing thing here I know RIM offers 1 to 1 exchange for its Blackberry devices, but here I was declined, due to either hardware or software failure that cant be solved at Telco and also Distributor (Brightstar) level, and I need to wait for another few more days and pay for a loan unit! Its not my fault that I’m unlucky to be blessed with 2 faulty Blackberry devices that has a life span of less then 1 year.

My question is how can a less the 3 days, and now less then 1 year Blackberry device has so many issues until its needed to be sent back to my Telco for rectification and hoping for a replacement. I actually learnt how to troubleshoot a buggy Blackberry device from this experience.

Why I’m writing to you today is because I have already lost faith in the Blackberry brand, its services provided by local distributors and also the Telco providing me the services that is. For a company that serves multi-million corporations and worldwide Government bodies, reliability has definitely gone down even for a normal user as myself. How can I continue to use my Blackberry with the lousy service rendered by my local distributor and with knowing that my Blackberry might just die on me again?


P/S: I had to draft this email using my laptop as my Blackberry is auto rebooting again.
And since my emails always gets rejected back>>
i have to revert to twitter blackberryhelp>>
but until today also reply!!! what is wrong with RIM?
and brightstar, im not getting any gadgets from you and i shall advise my friends the same as well
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5 thoughts on “my open letter to RIM

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