I am writing to express my disgust and disappointment in the way I have been treated by your company.
In Feb 2012 I took out a contract so my daughter could have a phone for safety now that she had started senior school. The phone was a blackberry 9360.
In Oct 2012 the scroller button on the phone stopped working although the phone still worked, so we took it back to car phone warehouse to have it repaired. We were told that due to the cosmetic damage on the handset Blackberry would not repair it but replace it and I would have to pay for a new handset. I explained I did not want a new handset but a repair under my manufactures guarantee.
The phone was sent off on the 3/10/12. On 15/10/12 I was contacted to say that my phone was back and repaired. I went to the store only to find that the phone did not work at all. When I complained I was met with attitude stating that Blackberry would only replace and not repair and it would be at my cost due to the cosmetic damage. I accept that there were a few scratches on the face but the phone was working when I sent it in.
The manager put me on the phone to repairs and I spoke to a man called Alistair. He explained that they had taken the phone apart but due to the damage it could not be repaired. He explained that because they took it apart it was now not compatible and would not work. When I challenged the damage he stated that someone must have dropped the phone. I can assure you it was not us.
Alistair ended the call by stating I could have the phone repaired for 169.99. When I stated he had said it was unrepairable he said yes it would be replaced….so it is not being repaired…Play on words.
I now find myself in the position where I have no phone for my daughter as I am told that Blackberry do not repair phones only replace!!
I have sought Legal advice and ask that you provide the following
1) the manufactures guarantee where it states you will only replace and not repair
2) A full report on the examination that was done ( I have the repair form I was given which states that no fault was found)
3) A report showing that the cosmetic damage had caused the problems as Alistair had suggested.
I understand that I am entitled to this information Under the Freedom of Information Act.
I have forwarded a copy of this E-Mail to the Ombudsman who has suggested I await your response before taking this matter forward.
I look forward to your response.
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