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TEC question...

llama

Feb 21, 2011, 2:51 PM
Daughter uses a BBY 8330...Trac-ball going bad...store says "file an insurance claim"...I have the extended warranty...shouldn't it be replaced at N/C???
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cellphoneguy

Feb 21, 2011, 3:12 PM
That i think falls under normal wear and tear which warranty would not cover.
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llama

Feb 21, 2011, 4:16 PM
"Normal wear and tear" on an advanced device? It's not tires here...it's an integral part of the device/operating functions. The additional I pay above the insurance should cover this???
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HersSheyz

Feb 21, 2011, 4:25 PM
I agree. trackballs go out. the charger port on the Eris causes its trackball to go out, which mine is doing. My phone is possessed at times. Good thing the entire screen is touch screen though. I couldn't use my phone if it was otherwise.
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OrionsVantage

Feb 21, 2011, 6:03 PM
Wow, i guess that you really don't like your eris do you? especially since this post has nothing to do with the original posters question.


Llama, TEC definately includes extended warranty. I've had tech support reps file warranty claims on trackballs hundreds of times. I don't know if they're supposed to do that, but i've had it happen.

Or you could always get the water damage indicator wet on the batter *cough, cough*
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Azeron

Feb 21, 2011, 6:30 PM
If they prove water damage then he will have to file a claim for sure. If he is going to do something like that then he would be better off shorting the thing on purpose.
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Jayshmay

Feb 22, 2011, 12:20 PM
You work in tech support, right? Do a lot of touchscreens have problems working properly while charging?
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Jayshmay

Feb 22, 2011, 12:04 PM
I had issues with the !!POS!! Motorola Droid, while it was charging the touchscreen would act wacky!
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Azeron

Feb 21, 2011, 6:28 PM
It's not normal wear and tear. It is a design flaw. We used to replace the whole phone in tech until Verizon wised up and started sending replacement track balls to the corporate stores. It sounds like the store is playing hardball with you, likely your device is a year past its original manufacturers warranty. Tech support and supervisor is your best bet.
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llama

Feb 22, 2011, 11:18 AM
Azeron said:
likely your device is a year past its original manufacturers warranty.


Pro1ly correct...but I pay for the extended warranty...so it should be covered. I guess I need to escalate it then, right?
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Azeron

Feb 21, 2011, 6:26 PM
The store is crazy. Call tech support. Before I would waste an insurance claim on that issue I would pay the ten bucks to buy a replacement ball myself. But the TEC SHOULD cover it. If they weren't so busy turning techs into sales people maybe the tech in that store would have replaced that track ball.
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epik

Feb 21, 2011, 10:59 PM
We have tons of replacement trackballs sitting around our local stores. Send me a private message and I'll mail one to you.
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youaremyhero

Feb 22, 2011, 3:53 AM
What's wrong with it? If it's just due to oil, which I believe it is, then go to the store and they will clean it free of charge.

This isn't an unusual problem. I had a trackball problem and the BB 8830, but I won't tell you how I got it fixed. 😛
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llama

Feb 22, 2011, 11:23 AM
Well, she went into store, they did replace the tracball, but she's still having tracball issues...

Now it really sounds like a TEC replacement to me...NOT an insurance claim.
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epik

Feb 22, 2011, 1:58 PM
Just to be sure, I would pop out the trackball and make sure the inside is thoroughly clean. I often find those Blackberry phones with a small drop of junk on the pad underneath the trackball, on the main circuit board. If it seems like you need to roll the ball many times to move the cursor a small distance, or the trackball seems to work fine in one direction and not the other, then it's probably gunk on the component that the trackball interfaces with. I used to see this a lot, when the trackball was more common. I use a pencil eraser to clean them out.

At this point, if you do a warranty exchange or an insurance claim, you're going to end up with a "very refurbished" or outsource manufactured phone - the kind of quality difference...
(continues)
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