Hello. I have received a brand new BB 9930 from Verizon and I have had nothing but issues. I don't know what to do because I want to return my phone but it's getting closer to the date where I can not return my phone then I'll be screwed. What my phone has been doing is always having a roaming signal up at the top even when I am in the best reach of the towers and when I use the device analyzer in the tools menu, it always fails and says connectivity is in a low area with low coverage. Wtf?! How is this possible when I am all around Verizon stores and towers and the store reps just tell me to return it but I have to pay the restocking fee? Will that only have to be paid if I get another phone different than my BB? I just don't know if it's worth it considering this is either a Verizon issue or a Blackberry issue. OK on to what my phone does, when I try to make calls, my phone can call in and out but I can not hear anything nor can the caller. I've tested this several times and I am tired of app world closing etc. I love BB but I can not give it any more tries. Please help.
I'd love to help you with your frustrating Blackberry problems. Have you already tried dialing *228 and choosing option 1? It sounds like you've contacted us in regards to the problem, and I'm not sure if this step has been taken, but you can try to wipe your Blackberry. This will reset your device back to the way it was when you pulled it out of the box. If you don't see any improvement, we know a return or exchange will be necessary. Please keep in mind if you return the device, there is a $35 restocking fee, but if you exchange the device for the same model because it's not working properly, this fee is not charged.
I hope this information helps you make an informed decision. Please let us know if you have any other questions about this situation.
Follow us on Twitter @VZWSupport
Thanks for the reply; however, I have already tried wiping my device and it still does the same thing. Randomly, it will act like there is no sound when receiving or making calls. It doesn't do this all the time and I don't know the cause. The fix is usually a battery pull (which becomes tedious after while). Blackberry's usually tend to have software or hardware issues from past experiences and I just don't want to send the phone in and wait 4+ days for another replacement phone. I ordered my PREOWNED BLACKBERRY 9930 ONLINE. Can I take it to the store for an exchange or do I really have to ship it back? And I am past my 14 days so will it still be able to replace for same phone?
Good Afternoon Lharris,
I understand the inconvenience of having an unreliable device. Your Certified Pre-Owned device includes a one-year manufacture warranty. If the device needs to be replaced, it would be shipped via our warehouse with a delivery time of 2-5 business days. You would not be without a phone, as you would be able to use the current device until the replacement arrives.
You could take the device to a store location; however, they do not stock replacement devices. They would utilize the same shipping process for the replacement. The replacement would be the same make and model, being that you are past your 14 day exchange period.
We are happy to send you the replacement or you can also contact customer service by phone at 800-922-0204(landline) or *611 from your wireless phone. Please advise us which option would be most convenient. We will need your account information and a number to reach you via a DM.
Follow Us on Twitter@VZWSupport