Broken PlayBook - Bad Support - Running out of time :( THIS is how you treat your loyal customers?!?

Question

Hello,
I'm wondering if I can get some real help around here.
I've repeated my story too many times, and I'm just exhausted over trying to get my PlayBook replaced.
Here's a brief summary;
My PlayBook started to show very strange issues a few months after purchase.  It would all of a sudden shut off even though the battery would have a good charge on it.
After this random shutdown, the PB wouldn't turn on and it took a lot of different tricks to make it power back up.  Once I could get it powered back on, the charging was messed up.  I would charge all day long and as soon as I unplugged it, it would turn off.
Another effect was that my AppWorld could no longer login.  I would be told there was an issue logging in over and over again.
The ONLY fix was to run the "de-brick" through the Desktop Manager.
Once the "de-brick" done, and after setting up my PB all over again it would work.
Sadly, this has happened over a dozen times.
I finally called support up and I spoke with an agent who was in all honesty, useless.  It took over 45 minutes (7 times I was put on hold!) to explain my problem and to finally get an RMA number.  It was the worst phone support I've had since I dealt with View Sonic back in 2005.
The line was full of static, there was a language barrier between myself and the support agent, and the amount of times I was on hold because the agent was incompetent killed me, but I got the RMA.
I specifically inserted a letter explaining all of the issues I have had (the one really but the occasions, how it happened, what I tried to do to resolve it) because I truly believe it needs replaced.
I got the PB back and it was the same one.  Initially it worked fine (they just did a "de-brick" as I'd done many times) but then the problem of shutting off out of nowhere, not turning back on initially, "charging" and AppWorld login problem came back.
I've tried to use "playbooksupport[at]blackberry.com with my original incident number as the subject line....
I get an autoreply saying "thanks for e-mailing, but you can't get support from here, e-mail us at [email protected] with your incident number as the subject.
.... REALLY!  You have e-mail support that automatically dumps back to the customer that they can't get support through the address, so use this same address to contact us.
I tried calling once again, but was waiting 40 minutes before I could get an agent, and once I did their line was such poor audio quality I told them "sorry I can't even hear you I'm hanging up"
Research in Motion.  I've been an avid BB user through 7 models now.  I purchased a PlayBook right when it came out.
WHY won't you replace my broken device, WHY is your support system to screwed up?
I try to believe there's a turn-around happening but my support for you after this experience has gone down quite a bit.
Please, help me REPLACE this device!  I don't know where else to turn as your suggested methods for support are not working at all for me.

Answer 1

MCoop wrote:
I tried calling once again, but was waiting 40 minutes before I could get an agent, and once I did their line was such poor audio quality I told them "sorry I can't even hear you I'm hanging up"
I'd encourage you to try again, when you can, as soon as you can.
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