Complaint / review text:
My Blackberry Pearl 8130 quit sending text messaging. All other aspects of the phone work. I called Bell to discuss this issue. After going through everything and putting a dummy phone line on my line, it was determined that they cannot help me. And they told me I had a hardware problem and asked if I did have warranty. I said, “No, I did not extend. This unit was not 2 years old. Wasn't it under a regular warranty? ” They said no. So, I said, “Okay, here is what I want done. I want to remove the text feature of $15.00 a month because if I can’t send text, there’s no use of having it.” The person returned to the line and said, “The feature will come off your January billing.” I said, “Well they’re over 15 days. Until then I want you to prorate the remainder of the month.” After much argument and asking to talk to someone who could do this, he said okay, it’s approved. So semi-satisfied, I hung up.
I went to Blackberry forums and they suggested I update the OS system in my pearl from 4.3 to 4.5 and that would perhaps solve this issue. So okay, I did that. Then in my wisdom I called Bell and asked them to do the test dummy line thing to see if I could indeed send text now. Meanwhile, a rep was telling me about a new data plan and I said, “No, I will not change anything if my text won’t work. I will keep what I have.”
He was pressuring me into changing my plan stating this, that the other thing which of course would be so beneficial to me. I said if my text worked perhaps yes we can discuss it. Anyway, the upgrade of the OS system to my phone did not solve the problem. So, I thanked them for their time. I told him I do not want changes to my plan. He assured my plan was the same, that no changes had been made.
The following day Jan. 16, Saturday I received an email stating my plan had been changed according to our discussion. I called them back that Monday and I told them I did not want changes. I was told they would not change it back. My old plan was now obsolete and that was that. I said my letter stated the changes would be done the 21h and that this was the 18th and I did not want it and wanted my old plan back. They proceeded to talk over me and tell me how good this new plan was. I said going from unlimited to 500 data plan and paying more for it was not to my advantage especially when the text did not work. They said, “Oh well, you never use that much. Don't worry about it. You will never go over.” Frustrated, I hung up and called the executive office.
Now today, Feb. 2 I still haven’t got any call back. I called everyday for 2 weeks, sometimes 3 times a day leaving message after message. Anyway, a week later I called again and talked to a manager after being put on hold for 49 minutes. She told me, “Oh well, my new plan is better and that's a done deal.” She proceeded to tell me how it included call display. I said, “I don't need call display. Look in my billing. I have it discounted 100% until the end of this contract, Feb. 2011.
That was given to me when I signed up after a month of issues with trying to return a non-working Blackberry from day 1.” The next day, I got an email telling me that as to our discussion, they removed my call display, and no, the new plan doesn’t have call display. So, I am very frustrated. My bills are paid on time. We are line customers of them. I have been since 79. I never had issues with Bell landline. This caused me unauthorized data changes to 2 areas of my data plan at more cost.