Storm2 9520 ongoing screen issues - RIM recall in US

[regardtv]

Hi Guys,

Just a note for all of you struggling with your Storm2 screens - RIM in the US have admitted that there are hardware problems with the devices and are actually FIXING them on Verizon and other networks.

http://www.bbleaks.com/2010/03/carriers-getting-new-screen-improved.html

I bought my S2 (9520) in January at a Vodashop - have had it back there and they upgraded my software and sent me on my way .... never mind that I explained to them it's HARDWARE related.

The problem is intermittent, but essentially, your keypresses are either ignored or interpreted as "return to main menu". Upgraded software does help but doesn't fix the problem that some (like me) are experiencing.

I'll keep trying to get the Vodashop to realise that there IS a problem - but if anyone else has joy in getting theirs swopped/replaced - please post here so we can at least find out what route WORKS.

I'm not quite sure who's to blame for the lack of action in FIXING the issues in SA, be it Vodacom/Vodashop or Blackberry - either way, it makes me damn angry that I went and spent good money on a Blackberry that's NOT working anywhere NEAR to what it should. A very bad showing for the product.

Regards

Regardt

[Sponge Bob Square Pants]

Vodacom is also recalling all storms 2 and clients will only be replace with brandnew units by mid march.If you can't wait then the store has to swop it with the bold 9700

[tRoN]

What issues will this resolve. I hear mtn will also be swapping.
....and I just spent $$$ on a invisible shield full body shield.

[Bumzilla]

damn...are you guys serious?? If they can swap out for the 9700 on MTN it would be great! Am getting sick of the screen problems!!!!

[regardtv]

Vodacom is also recalling all storms 2 and clients will only be replace with brandnew units by mid march.If you can't wait then the store has to swop it with the bold 9700

Heya Sponge, is this officialy Vodashop policy or just something you've heard? Reason I ask is I need to go into the Vodashop with the right ammo or face another day of monkey business trying to convince them of the problem....

[MRoberts]

Got my first Storm2 just before christmas last year, the whole screen was misalligned on the actual phone, so the one side wouldn't press very well- Vodacare replaced it without complaint during January. Ever since I've had my 2nd Storm2, the usual problems have bugged the s&*% out of me:
-Red end key won't end calls, instead asks to return to home screen (nice having to pull out the battery to end a call)
-At least 3 times a day the screen won't click properly, if at all, or it goes back to the main screen..not doing what it's supposed to..
I heard about the so called recalls today when a friend and apparently they were replacing all their customers' Storm2's with Bold2's..
However, Vodacom4u Cavendish have informed me that they had received their "bug-free, Updated" Storm2's as of March 5th which have fixed all faults which were due to manufacturing faults suppose.dly
Unfortunately no option to go the Bold2 route, they say you have to stick it out with a "fixed Storm2", getting my third one tomorrow...so i'll let you all know whether to bother or not..

[mccrack]

will keep an eye on this thread, mine definately has the screen issue. i in fact emailed Vodacom Support last week about the screen issues but they made no mention of this
problem to me.

[mccrack]

I cant get any information out of Vodacom, just the standard take it to Vodacare. So if there is a recall, noone seems to know about @ Vodacom or at least want to admit it

[regardtv]

So, eventually got my phone handed in - they have to still send it in :mad::mad::mad:

I HOPE to have a replacement phone by Wednesday ... well, lets hope I do have it before my demeanour changes :wtf:

Vodacare management DO know about it - but a number of their front-line staff are not aware of it.

If you DO take your phone in to them - tell them this qualifies as an OBF (Out of Box Failure) - that's how the recall is being categorized. Make sure they DON'T send it in for 'repairs' first.

R

[ID_10_T]

And then they replace it with a old unit :wtf:

Better check that it has a green sticker and the correct date and serial numbers when you receive it

[J0hnSm1th]

My storm 2 is perfect. But a family member of mine had issues.
His 1st storm2 had problems with the bottom left corner(send key).We sent it back to vodacare and received a brand new box sealed. This one had the perfect screen (seemed more sensitive than mine), sadly the SD card slot would not work.So he's waiting for the 3rd unit.

[oronte]

RIM do make great phones but I wonder what passes for quality testing there. I'm on my 4th Bold unit in 15 months.

[MRoberts]

Hmm, after numerous fight with Vodacom customer care about having to book the phone in with the box and all its accessories (some of which i conveniently misplaced), they booked the phone in as an OBF (without the box...).
Staff are seemingly oblivious to the problems with the phone and the recall... Still can't believe how useless Vodacom has been about implementing the recall, there has been absolutely no communication of this to customers who have the phone, they seem to be waiting for people to actually bring in the phone and complain before doing anything...great customer service.
Blackberry execs would hate to know how uselessly their devices are backed up by Vodacom..quite a joke!
Supposed to be receiving a replacement Bold 9700 - but I guess I'll have to wait and see..
Anyone having any success convincing vodacom to swop it for a different model?

[Sponge Bob Square Pants]

All vodacom outlets were sent communication regarding the swop on the storm 2 on the 27 Feb 2010 @ 11:30 am.Its Bulletin number 0110.Just ask the sales consultant too look for this bulletin

[Diabolik]

Anyone hear anything from MTN's side?

[cmj001]

I'd also like to know what MTN's position is about this. Will give head office a call tomorrow....

[Bumzilla]

I'd also like to know what MTN's position is about this. Will give head office a call tomorrow....

Please let us know the result of your call!!! How come we can't get fixed roaming charge for BIS? My boss from US pays for a fixed fee on his BB and he was roaming in Uganda happily. He's got his tetherberry working as well so he get free internet access where ever he goes. Can't get my tetherberry working so no luck for me.

[Lucasg]

This is how it stands with Vodacom. If you got your 9520 from the first batch (pre- Mid March) you can take it to any Vodashop for an exchange. Please take as many of the accessories possible with. You have some options here.
You can either take a completely different make and model handset of equal or lesser cost or alternatively you can take one of the new 9520 handsets.

[Lucasg]

by the way provided the shop has stock, they will swop it out for you immediatly.

[Bumzilla]

just called MTN SP and they said you have book in for the faulty phone. Takes 2-3 weeks to get a response for them to get you a "new" phone or they repair the phone. They will give you a loaner phone but probably not a BB. They will not replace the phone for another model. As long as I get a working S2, I'll be happy.

[oronte]

Be aware that MTN usually takes 6 weeks to replace a Blackberry but they always give you a new one. The loaner phones are the bottom end Nokias and the like.

[craig_fza]

I have been having problems with my Storm 2 as well. The screen issues are progressively getting worse. I have seen the official trade partner notice about the recall and so know what they are supposed to do, but now the rules have changed slightly saying that you have to go back to the shop you got the phone from. My Vodashop (Eastgate) dont appear to be very helpful in this regard - claiming that they don't have stock yet of the "fixed" Storm 2. Has anyone else out there had the same response? My experience with Vodashops is that the less work/paperwork/admin they have to do the better!!! Any advice from others on this will be helpful.

Some of the items in the trade partner notice include:

Software/Firmware upgrades – Please DO NOT perform software/firmware upgrades on the BlackBerry Storm 2, as it will not resolve all issues and will result in the customer returning to the store for further assistance.

If the customer does not want to wait for the new stock to arrive, please offer them an alternative BlackBerry smartphone, e.g. the BlackBerry 9700 Bold 2.

The customer returns the BlackBerry Storm 2 device, preferably in its original packaging; however, due to the circumstances it is not compulsory for the customer to return the device and charger in the box and original packaging before receiving a replacement/alternative device.

[Lucasg]

I have been having problems with my Storm 2 as well. The screen issues are progressively getting worse. I have seen the official trade partner notice about the recall and so know what they are supposed to do, but now the rules have changed slightly saying that you have to go back to the shop you got the phone from. My Vodashop (Eastgate) dont appear to be very helpful in this regard - claiming that they don't have stock yet of the "fixed" Storm 2. Has anyone else out there had the same response? My experience with Vodashops is that the less work/paperwork/admin they have to do the better!!! Any advice from others on this will be helpful.

Some of the items in the trade partner notice include:

Software/Firmware upgrades – Please DO NOT perform software/firmware upgrades on the BlackBerry Storm 2, as it will not resolve all issues and will result in the customer returning to the store for further assistance.

If the customer does not want to wait for the new stock to arrive, please offer them an alternative BlackBerry smartphone, e.g. the BlackBerry 9700 Bold 2.

The customer returns the BlackBerry Storm 2 device, preferably in its original packaging; however, due to the circumstances it is not compulsory for the customer to return the device and charger in the box and original packaging before receiving a replacement/alternative device.

According to the stock update dated 19.03.10, the 9520 is available to order from Vodacom. The 9700 however is not as there is a back order untill end March. Also note that they need to offer you an alternative make as well as model of an equal or lesser cost. This means (and it would be silly to do so imo) that you could at least have the option of looking at other handsets they might have in stock.

Also note that you can do an OBF (out of box failure) swop out at any branch of your choosing. It does NOT have to be the store you got your handset from. The OBF warantee is a NOT given to you by the store but rather by Vodacom/Manufacturer.

All the normal OBF rules apply with the 9520 except for that it doesnt have to be within the normal 7 days, nor do you have to return all accessories, packaging etc in its original condition.


Good luck!

[plumber]

Hi Guys,

I have just swopped my Storm 2 at Vodaworld, no hassle!

[Rendier]

Any news on MTN in this regard?

[plumber]

I think / hoped the problem is solved. Played the whole night with the phone and all seems fine. You can "feel" the difference in the screen.

[Astound]

I'd also like to know what MTN's position is about this. Will give head office a call tomorrow....


Any news on MTN in this regard?

Not seen any update on this yet.

Got mine from MTN Direct though, which may complicate things.

Would it have to go back to MTN Direct or can I take it to a MTN branch?

[Rendier]

Wow... after my mate told me about this recall my phone started packing up... it worked fine yesterday but now that I know it's not suppose to hang for 3 seconds etc it's annoying me... Also something that just started tnt... I will go to dial mode... then none of the numbers except 0 works... WTF... also when I press end call it sometimes doesn't work...

MTN will get a mouth full tom if they don't treat this with the urgency than international providers are...

[oronte]

They'll replace it but will take up to six weeks to do so (unless they have stock) no amount of screaming or crying will help - I've already tried that twice.

[ID_10_T]

So go to the shop and tell them you are looking at the Storm 2 and ask if they have stock. If they say yes then replace

[Rendier]

Went to MTN yesterday and they said they knew nothing... I then went on to show that Vodacom are replacing them for their clients and I also even went as far as to show them that RIM is recalling them internationally... their respnse...

"We don't know anything about the recall sir... unfortunately your phone cannot be replaced as it is longer than the 30 day grace period we offer... we can fix your phone but it will have to be booked in and a waiting period of 6 weeks is the norm"

So I basically laughed at them and walked out the shop...

WHAT CAN I DO???

[oronte]

Nothing. To get it replaced you have to send it in (they always replace units when you do, so you will get a new one) but I doubt they'll give you one from store stock. Unfortunately it usually does take a full 6 weeks, but you might have better luck at a service centre (I assume you went to a store).

[Diabolik]

Would issuing complaints on Hello Peter help anything?

[oronte]

No it wouldn't. MTN no longer answer queries on hellopeter.

[GTi]

MTN service levels and product delivery are really going down the drain.

[Pooky]

If I purchase a Storm 2 off bidorbuy secondhand but it still has a warranty can I use it?

[oronte]

Don't see why not. You always get the first year warranty, as long as you're on the same network the phone was bought on you can claim the second year warranty.

[Pooky]

If I'm not on the same network can I pop in another networks sim and take it in?

How can I tell with the Storm 2 whether it is the decent stock or the bad one if I'm buying secondhand?

[oronte]

No. They can track the phone's imei number so they will know if it was purchased on their network and how long it was used for (using another network's sim in the phone can invalidate the second year warranty). However Storm 2 only came out November last year so whatever you buy should be covered by the warranty. Any phone purchased before April could be the bad stock, perhaps a Storm owner can tell you what to look out for.

[Pooky]

Damn most of the Storms on sale are Vodacom stock and I have an MTN SIM. Maybe I should just go for the Bold2