This is a huge move on RIM’s part. Until this day RIM does not provide direct support to customers unless they purchase a RIM direct service agreement. Those agreements are usually limited to large enterprises due to prohibitive costs. Most of all support, warranty, and other issues are done through carriers with an escalation channel at carriers to RIM. This had to change for the BlackBerry PlayBook. The PlayBook is RIM’s first foray into direct to consumer selling without carriers. Especially the Wi-Fi model requires that they have some sort of support channel for things like replacing batteries or bricked devices. We asked about this before but until now did not have an answer.
A leaked document that a tipster pointed out leads us to some conclusions on how RIM will handle BlackBerry PlayBook support. Here is how it is broken down:
- RIM will provide complimentary out of the box support for 90 days after a BlackBerry PlayBook has been activated. This covers the device and in-box accessories including how-to and setup inquiries. Customers are told to contact these two numbers:
- US: 1-877-644-8410
- CAN: 1-877-644-8405
- RIM will have a out of the box limited warranty and repair service directly to end users for 12 months after activation of a BlackBerry PlayBook. It will also offer an Advance Exchange or Same Unit Repair service.
- RIM will offer additional technical support and warranty coverage for a period of 2 years following activation of the Tablet to end-users who purchase the BlackBerry Total Care Program. RIM will offer Advance BlackBerry PlayBook Exchange as a repair service solution.
Consumers can purchase the program anytime within the 12-month Limited Warranty period.
Let us know what you think of the program! That non-user replaceable battery kind of scares me but its nice to learn we will finally be able to speak to someone at RIM about our problems!