"5/9/16 I ordered from Blackberry Store, PRIV STV100 for 649.00 Leather Flip cases (2) for 59.99 each, In-vehicle charger for 29.99, AC charger for 29.99, and PRIV US-b cable 39.99 with shipping and tax this Order No. 9183820004 for a total of 838.71
With this purchase I paid for the Blackberry Support and the Extended the Warranty on the PRIV, which is under the Blackberry Care Protection; warranty for 1 year; and paying from the time of purchase the Extended Warranty.
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Within 5 months of owning the device, it begin to have problems with volume control, and color prisms being defective (colors bleeding) and I contacted Blackberry to complain, I was told to contact Blackberry and that it was under regular Warranty (1 year). I did and this has been a nightmare ever since. They refuse to fix the phone, all I got was a host of many questions about the problems which I told them, then at the time of finally getting someone to call me; I was also beginning to have problems getting the Internet as well. I told the person that "prisms" were changing/altering colors, the volume control was defective (indented) preventing one from using it to adjust volume, inability to get on Internet and this is happening daily. They attempted to Troubleshoot this problem from Remote, which kept me on the phone for about 45 minutes and I informed them this would not have a repair for prisms, volume key, perhaps they could troubleshoot the Internet issue, but it needed to come in and I needed a phone to use while they repair or replace.
Blackberry would only continue to desire to "troubleshoot" and asked me to take a picture of the Volume Key and send this over. I visited ATT and had the Representative, Vangi Ciszewski assist with calling Blackberry to explain the technical details, she not only did this but stayed on the phone for over an hour with their Support to tell them that she has looked at this Blackberry, even contacted another of their agents and was informed that this was significant with Blackberry PRIVS and the agent had a few of these complaints but no PRIVS to offer them as replacement. ATT representative took the pictures for me and offered all the support to this company to ensure them that this was not a defect caused by me, but that is was a defect of the PRIV, to include the Internet problem and that they should know this and acknowledge their customers instead of giving them the runaround.
Later, I would only get a person from Blackberry by the name of Quintin, with Blackberry Customer Support to not only provide absolutely no support, but to begin to tell me that I would have to answer that I would "pay" an amount of over $200.00 if this was not a Warranty problem. I told him that this was not what most phone companies tell their customers if they are having a problem in 6 months, and bringing this over to ATT and having an assurance that this is not, all he could offer was a box to send it in, and that "it would be wiped clean" losing data and offer of no phone to use while they look at this. I feel this is absolutely unfair and does not follow the guidelines of handling a problem, having insurance on the product and extended warranty, all to show that I had good faith and desired to protect my PRIV, and to have nothing repaired, Prisms, Internet, or anything to show good customer service, that has nothing to do with defect of the Customer handling it, and they should have replaced the PRIV, as I PURCHASED ALL OF THE EXTRA ACCESSORIES TO AGAIN SHOW THAT I PLANNED TO KEEP THIS PHONE.
I have heard from this Representative, and can include all of his emails, they say nothing, they do nothing to resolve the issues. I asked about a local Agent to take the phone to, in order to not lose the data, and have it done locally instead of having to send it in, and risk them lying to me and saying they just want to charge me.
They terminated my Care Protection Plan, that I began paying for at the time of purchase, and sent an email stating I asked for this, I did not, they did this to protect that they took my payments and now was not offering me any service. The Warranty is not over until May 2017, and I do not have a phone, unless I purchase another phone, this is highly thievery and I want Blackberry to repay my funds, or send me a new PRIV. I know that they are changing their business, and it is an awful company, but I am sorry that they are not good business people, they should not get away with stealing from a customer.
I can upload all documents/attach for you to see how I attempted to resolve this, even to the point of asking Quentin about general counsel, and again he acted like he is the only person working for Blackberry. I want them exposed since no one will assist me.
Thank you,
http://www.androidauthority.com/att-admits-blackberry-priv-really-struggling-696858/
This was written up in April 2016, and I bought this in May, had I read these reviews, I would not have purchased this product, your company was already struggling in this Market with the PRIV, and now you will not honor your issues."