Support for ShopBlackBerry purchased devices?

I am on ATT and purchased a BBZ10 STL100-3 from shopblackberry.blackberry.com and am having problems. The support webpage located at: https://store.shopblackberry.com/DRHM/store?Action=DisplayContactFormPage&SiteID=bbrryus&Locale=en_U... says --------- (snip some) Technical Support Get expert phone support for your BlackBerry smartphone purchased through ShopBlackBerry. Call us at 1-866-957-0761* * Telephone numbers and hours of operation are subject to change. Any applicable local and national telephone rates may apply. Toll free support phone numbers may not be accessible by mobile phones in all countries. Please check with your carrier for availability and / or charge rates. --------- Sounds simple enough. However when calling at 5:20pm CST I spoke with a female named "Charlie" so stated: "I'm sorry sir. You must go through your provider for support. They will give us a "Validation" code so that we can help you and you won't be charged..." So which is it? Is the webpage wrong and I have must use ATT support for a Z10 I purchased via the BlackBerry website, or is the CSR incorrect? My problem: I've changed my security question and reset my password on the bbid.blackberry.com website but can't login via my Z10 anymore. The Z10 keeps saying "incorrect password" and the security question it asks is one that I've changed. Thanks. -- James

aracoma481 wrote:
In regards to your comment that I would probably have to get support from my provider, I'm unsure why the service provider would be involved. BBID is a service, but a service provided by BlackBerry. Isn't the carrier (ATT) just be a transportation method for the BBID sign in data? IE if one takes the ATT sim out of the Z10 shouldn't one be able to still sign in one's device to a BBID via the wireless connectivity of the device? (I don't know BlackBerry's relationship or interdependence (or co-dependence) with carriers but I'm willing to learn.)
In which case, please see this "sticky" post, along with the threads to which it links (especially the formal support one), for helpful information to guide you as you proceed:
http://supportforums.blackberry.com/t5/Social-Lounge/How-This-Site-and-Formal-Support-Work/td-p/2540...
Hopefully, this information will be of use to you.
aracoma481 wrote:
1. I have successfully reset my BBID password and security question on the BlackBerry website. (I believe I was required to delete the BBID on BlackBerry's site to accomplish. As a side note I find it strange I have to sign in via a BBID just to back up my device via a USB cable to my Mac but that's another message.)
If the red part is indeed true (you say only that you "believe" you had to do it...I cannot therefore know if indeed it is accurate), then you must WIPE your device. It has been reported here that destruction and recreation of the BBID causes it to not be recognized when re-integrated to the device unless a device WIPE is done, even if it was recreated with the exact same credentials. My guess is that there is some sort of hidden "token" that is changed in the process, and that token no longer matches, and the only way to clear it from the device is a device WIPE.
Also, I didn't know that there is such an option to do that...the method I've known is via a link that came in the original BBID registration email, but it may have changed as I've never actually had to do what you are doing.
Cheers, and Good Luck!
Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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Hello and Welcome to the Forums!
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Occam's Razor nearly always applies when troubleshooting technology issues!
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The Whole Story As Below, Anyone Can Help?
[THREAD ID:1-3T7CFIN]
SR 1-8296203408
Dear Mr. Xh,
Thank you for emailing Nokia Careline.
In response to your email, your concern has been noted. We know that our supplier is doing everything in their power to remedy the situation. We suggest to check with your dealer if they have a policy regarding exchanges. We do apologize for the inconvenience caused.
You may like to visit our website at www.nokia.com.my for more information and support for your Nokia device. If you have further enquiries, please write to us again or contact Nokia Careline at 1300 881600. We operate between the hours of 8.00am and 8.00pm, seven days a week.
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Ana V.
Nokia Careline
Do you know you can now update your phone software at your own convenience? Visit www.nokia.com.my/support to check if your phone model is supported and download the "Nokia Software Updater".
-----Original Message-----
From:
Sent: 03/10/2009 11:02:40 PM
To: [email protected]
Subject: Re: Nokia -Nokia 5800 Xpress Music - Tv- Out Inquiry
Dear Nokia Careline,
The "No Return Policy" already be used here. Seem that I have no choice to go for other alternatives. Maybe I have to file the case to our local authority i.e. Tribunal Court Claim to exercise my consumer right here.
Perhaps, further blogs at Nokia discussion column, facebook, twitter might help to let others understand more about so-called Nokia Careline entertain their loyal customer.
If you insist your stand there, then I am always ready to go for my alternatives.
I won't let go unless you could satisfy me.
--- On Thu, 10/1/09, [email protected] <[email protected]> wrote:
From: [email protected] <[email protected]>
Subject: Nokia - Nokia 5800 Xpress Music - Tv- Out Inquiry
To:
Date: Thursday, October 1, 2009, 3:39 AM
Reference No.: SR# 1-8296203408
Dear Mr. X,
We appreciate your prompt reply.
We will be noting for concern as a feedback. However, please be informed Mr. Tan that Nokia has noted in the box regarding the said case.
The outage experienced by our sub-supplier was quite unexpected. Typically, the lead time for components such as this one is fairly long, and one cannot react to sudden changes at short notice. We value our relationship with our suppliers and sub-suppliers, and know that our sub-supplier is doing everything in their power to remedy the situation and return to regular supply.
The lack of TV out should not affect any other device functionalities besides that you will not be able to show/transmit pictures or video to external monitor/screen.
As Nokia does not have a replacement policy, we suggest to check with your dealer if they have a policy regarding exchanges.
Apologies for any inconvenience.
You may like to visit our website at www.nokia.com.my for more information and support for your Nokia device. If you have further enquiries, please write to us again or contact Nokia Careline at 1300 881600. We operate between the hours of 8.00am and 8.00pm, seven days a week.
Kind regards,
Nicky E.
Nokia Careline
Do you know you can now update your phone software at your own convenience? Visit www.nokia.com.my/support to check if your phone model is supported and download the "Nokia Software Updater".
[THREAD ID:1-3T7CFIN]
-----Original Message-----
From:
Sent: 30/09/2009 10:32:05 PM
To: [email protected]
Subject: Re: Nokia - Nokia 5800 Xpress Music - Tv- Out Inquiry
Dear NOKIA CARELINE,
Yap, you can tell me leaflet included & a tiny label on the pack box. But who will really check every single area of the pack box & read the whole manual or leaflet when they decided to buy the phone. What normally customer will check is the handphone and the accessories. Now you are telling me that customer have to check everything even they buy something from a reputable company like Nokia. If I going in a shop that sell a China like Nokia 5800 handphone and I bought it then I won't have a say here at all.
I have checked with my retailer they allow me to return the unit but I can't get full refund from them. They are going deduct a couple of hundred cause they said the unit is considered used unit now. According to them instead of asking customer to wait they prefer to refund the customer. So who is going to bear for the cost now.
I certainly frustrated by getting a unit that without TV out function. If you are telling me that once manufactured the feature could not be added in, then I would say if you do have a unit with TV-out feature now you could exchange directly to your customer. Why still ask your loyal customer like me to refer to dealer or retailer. Is that what you mean after sales service or NOKIA CARELINE. You don't even care in the first place.
Your apologies certainly couldn't be accepted with reason of Nokia did include leaflet to inform and tiny sticker at the bottom of the pack box. Sound irresponsible to me at all.
What I wanna your care now, that is pls exchange a unit with TV-out feature with mine in which without such feature. Do I really put the CARELINE into difficulty position. Your reply to me is highly appreciated and also to show that you care or don't care.
Regards,
XX
--- On Wed, 9/30/09, [email protected] <[email protected]> wrote:
From: [email protected] <[email protected]>
Subject: Nokia - Nokia 5800 Xpress Music - Tv- Out Inquiry
To:
Date: Wednesday, September 30, 2009, 5:14 AM
Reference No.: SR# 1-8296203408
Dear Mr. X,
Thank you for emailing Nokia Careline.
Greetings!
In response to your inquiry, please be informed Mr. Tan that due to a component shortage, a limited number of Nokia 5800 Xpress Music has been manufactured without the TV-out functionality. It is possible that you have one of these devices. In that case, the sales package should have a sticker on the package and a leaflet inside the package that inform about the lack of TV-out functionality. Also, the TV-out cable has been removed from the affected sales packages.
Kindly take note Mr. Tan that it is not possible to add the feature after the device has been manufactured. Therefore we have labeled the affected sales packages with a sticker and included a leflet that inform about the lack of TV-out functionality. Those individuals who wish to have the TV-out functionality should wait for a sales package that that has it again.
The new batch of phones should have the feature back. As this matter is clearly stated in the sales package, it is not possible to return to Nokia. However, you may check with your dealer if they have a policy regarding the return of the unit in exchange for a version that has the TV-out feature. Those individuals who wish to have the TV-out functionality should wait for a sales package that that has it again.
Apologies for any inconvenience.
You may like to visit our website at www.nokia.com.my for more information and support for your Nokia device. If you have further enquiries, please write to us again or contact Nokia Careline at 1300 881600. We operate between the hours of 8.00am and 8.00pm, seven days a week.
Kind regards,
Nicky E.
Nokia Careline
Do you know you can now update your phone software at your own convenience? Visit www.nokia.com.my/support to check if your phone model is supported and download the "Nokia Software Updater".
[THREAD ID:1-3T7CFIN]
-----Original Message-----
From:
Sent: 30/09/2009 09:04:38 AM
To: [email protected]
Subject: WebForm Automated Email
[Message:I bought a unit of Nokia 5800 last week for my wife. I discovered that the unit I bought is without TV support because when I tried to connect the TV cable that I bought. I tried to check the manual & pack box then only noticed a small label on the pack box stated no TV out supported. The retailer informed me that they only aware about this when I complained to them. I checked the discussion blogs, some stated because of worldwide component shortage so such function being omitted. I can't accept such explanation because I feel like I was being cheated by Nokia. Am I buying a pirated product now. Oh come on, how could Nokia so irresponsible to deliver the product with imcomplete function since TV out in general or ealier batch was included. Could you imagine if next time the product is delivered without GPS function, camera support, wifi & etc. by giving excuses of worldwide component shortage. What's the different buying a China Imitaion Product
now. I certainly wanna to return my unit if such function was omitted. Please reply your loyal customer ASAP.]

Hello everyone, I have a problem when I sync my apple device. I plug it in and a message comes up saying, this device could not be synced because this computer is not authorized for the purchased items on this phone. I already tried to authorize again.

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