BlackBerry PlayBook Warranty Support and Repair Directly from RIM!

 BlackBerry PlayBook Warranty2

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!

7 total comments on this postSubmit your comment!
  1. Sounds good, but it depends on the pricing. Squaretrade tends to have better warranty pricing.

  2. Hmmmm… If the service is as good as Apple’s… Then it should work out okay. I dislike Apple, but a pal of mine uses an iPhone and has had it replaced it 2 times without argument between the rep and him. Of course on the other hand, RIM has no direct brick and mortar stores like Apple does.

    Sorry to compare Apples to Berries, but they are the biggest “you can’t change you battery” company that I know of.

  3. The next step RIM should take is build a brick and mortar store (the Berry Store).

  4. Well with any cellular carrier you receive a one year warranty to “C.Y.A” past the initial RIM warranty of 30 days. So, it is nice to see RIM stepping up with something that will cover us, especially with users that are getting the WiFi only versions. However, I am curious to see how they will do with water damage. For example: ATT has a water mark on the battery and on the equipment that changes color when exposed to moisture. Great article!

  5. its almost here

  6. Good to have this.

  7. The 30 day warranty is nice for lemon playbooks, but the 12 month warranty is a great bonus. I also agree with mkconnors2008: I wonder how they’ll deal with water damage.

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