Problems with a BlackBerry Torch.

Posted Mon November 14, 2011 2:52 pm, by MA B. written to AT&T Mobility (Wireless)

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On Saturday, November 12, 2011, after a particularly trying day with my BlackBerry Torch freezing up and then losing power after just an hour's use, my fiance' urged me to take my phone in and have them look at it yet again. Now, keep in mind, I bought this Torch brand new last November(2010) and it has been subsequently replaced with refurbished units for power and general unit failure, under warranty, FIVE TIMES since then.

This day, I went first to the Strongsville store because that was closest to where my fiance' and I were running errands (normally we go to the North Olmsted store on Lorain Rd. who are always helpful) The CSR told us that rather than calling in to warranty as we had before, he advised going directly to the DSC in Mayfield Hts. to resolve the problem as he felt they would likely give me a newer model Torch in replacement of the phone I was having issues with.

Now, in honesty, I was not happy about having to trek 35 minutes out of my way and was even less happy that once there (after waiting 90 minutes and having to leave my phone there to verify the problem) instead of replacing my phone with a NEW unit as we'd thought, I was handed yet ANOTHER refurbished 9800 Torch.

As I left the DSC, I discovered that I could not recall the password to reset my email to the new device and the agent who "helped" me had taken care of none of this. Additionally, the DSC agent had accidentally duplicated EVERY entry in my contact list and RIM does not easily allow for removal of multiple entries. Frustrated, I went back to the AT&T retail store right next door. The manager greeted us and got us over to an assoicate named Ian in a short amount of time.

At this point, I had a cell phone that all my contacts were messed up, none of my BlackBerry apps were installed (and some were going to require a great deal of hoop jumping on my part with the individual licensers because they are registered by handset and not by personal account) and I had NO email. Basically, I could make calls. That's all.

Ian probably took about an hour between fixing my contacts and calling tech support on my behalf to re-set my password and get my emails moving back to my Torch again. He also at one point went next door to the DSC and retrieved my defective Torch so that he could more accurately set the phone the way it was supposed to be.

While he was not able to do anything about the fact that I received yet ANOTHER refurbished phone, he was incredibly patient and I at least walked out of the store with my phone about 90% back to it's original function.

It's frustrating enough to have issues with my phone, but it is both insulting and annoying that your tech staff and warranty department keep sending inferior products out (esp. on a customer who has been with you since 2002!)and expecting me to waste my time putting my phone back the way I had it. As much personal information as I KNOW you collect off that phone from me, I don't really see how or why you can't manage to send me a phone that is ready to use out of the box. Your customers shouldnt be treated that way!

I don't want anything for my inconvenience - I just want a phone that works the way it's supposed to! But I did want to make sure that you were aware that you have such a dedicated employee as Ian and in spite of having to travel much further than I had wanted to get service, he was extremely helpful and pleasant to work with. Please hire more CSR's like him!