Blackberry KeyOne Replacement

[Anonymous]

Hi

I had a new Blackberry Keyone in May. On July 14th the screen fell out of the phone - an issue that seems to be  a problem for many Keyone users. There was no dropping of the phone or anything to cause it. The screen literally fell out into my hand.

I spoke to 02 who advised I could either send the device to Blackberry or go through the repair team at 02 who would send the phone to Blackerry for me as 02 are unable to repair Blackberry phones. I spoke to Blackberry who advised me they would send me a new phone within two days of receiving the old one. I sent it the same day.

A month later and I still have not received a replacement phone. I've phoned Blcakberry every other day and get told that there are 'no further updates at this time' - what does that mean?! I've emailed them every single day and not received a single response.

I've spoken to 02 via chat who tell me to get the broken phone back from Blackberry and go through the repairs team. I've tried to speak to Blackberry to do that but they tell me thats not possible now i've sent the phone to them.

I'm new to 02 and haven't got an old phone lying around to use in the meantime. I am desparate to have my phone or even any phone back. Any ideas?

[Cleoriff]

Hi @Anonymous As I understand it you sent it direct to Blackberry yourself? Were you given a tracking number or receipt when you posted it back?

It sounds a real mess if honest. You can persevere with phoning or emailing or put a complaint in to O2

https://www.o2.co.uk/how-to-complain

Or Blackberry https://uk.blackberry.com/support/contact

[Anonymous]

Hi, yes I have a Blackberry tracking number. Thanks for that information, I will put a complaint into 02 today.

[pgn]

@Anonymous Is this any use to you?  Blackberry are replacing these under warranty:

https://www.forbes.com/sites/ewanspence/2017/07/10/blackberry-keyone-bending-screen-problem/

[MI5]

Your phone is with Blackberry so they need to tell you what's happening.
It's a known issue with that phone so they need to pull their finger out !

[Cleoriff]

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@Anonymous wrote:

Hi, yes I have a Blackberry tracking number. Thanks for that information, I will put a complaint into 02 today.

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No if you have a tracking number for Blackberry then it's them you need to complain to @Anonymous

They appear to be stalling. My worry is they may have 'mislaid' your device....If so they need to get you a replacement asap...

[Anonymous]

Thanks for the help. I know its a long shot, but do you think theres a chance that O2 or carphone warehouse would let me borrow a phone in the meantime?

[pgn]

@Anonymous It has been a while since getting a loaner phone was possible as you describe. 

I think you have to lean on Blackberry, any user forum you can find... Failing that, borrowing an older unlocked phone from a friend or relative is possibly your only way forwards until your replacement BB arrives from the manufacturer. 

[Cleoriff]

Very little chance at all sadly. O2 may have loaned you a very basic phone had yours gone off to their repair centre....

Is here any chance you could buy a very cheap basic phone until yours is sorted out?

CEX sell second hand ones which come guaranteed...althoughTesco has some really cheap new phones...

[Martin-O2]

Hi @Anonymous How are you getting on with this? Has your phone being returned from Blackberry yet?