Service Options

Exchange Program

The Exchange service program applies to both in warranty and out of warranty BlackBerry smartphones. The program is designed to minimize downtime when you are experiencing technical difficulties with your BlackBerry smartphone.

A replacement, refurbished smartphone will be exchanged for your damaged or failed smartphone. This replacement BlackBerry smartphone will become your permanent smartphone:

• You will receive your replacement smartphone within several business days. Once you receive the replacement, use the same packaging to return your damaged or failed smartphone

• Please do not return your SIM, holster, cradle, or battery

• For return shipment purposes, you will be provided with a courier waybill. The waybill is pre-stamped with our address and shipping information. Please add your information to the waybill and attach it to the package to ship 'COLLECT'

Please hold on to your copy of the courier waybill. RIM does not keep the waybill number on record, so please note this number at time of shipping in case you need to verify proof of delivery.

If the Exchange program is right for you, please review the service program instructions.

Repair and Return Program

If your BlackBerry smartphone is out of warranty, you can return your damaged or failed smartphone to RIM for repair through the Repair and Return service program.

Your smartphone will be returned to you once repaired. RIM reserves the right to swap out a smartphone under the repair program.

• Please do not return your SIM, holster, cradle, or battery

• Ensure the smartphone is packaged in such a way that it will be protected from shipping damage

• Please do not return your SIM, holster, cradle, or battery

• You will need to arrange for a courier and ship the damaged or failed smartphone to RIM
• Please do not return your SIM, holster, cradle, or battery

• You are responsible for the pre-paid, return delivery of the damaged or failed smartphone, so we recommend you retain a copy of the courier waybill to verify proof of delivery if required

If the Repair and Return service program is right for you, please take a look at the service program instructions.

Service Program Instructions

Now that you have chosen the service program that works for you, please follow the instructions below:

1. Contact the BlackBerry® Customer Contact Center at 1-877-255-2377. Please be prepared to provide the ESN of your BlackBerry® smartphone. A Contact Center Representative will work with you to provide a timely solution to your problem. Many technical difficulties can be solved through hard resets and software reloads
2. If your BlackBerry smartphone needs to be repaired or exchanged, the Contact Center Representative will verify your shipping address, provide you with a Support Incident Number and, in the case of out of warranty service, your service options
3. Once your request has been processed, you will be emailed a Return Material Authorization (RMA) form that must be included with your return for customs purposes. Be sure to include a copy of the RMA form in the sleeve of the shipping pouch

A few things to remember:

• You will be billed for repair costs if the problem associated with the BlackBerry smartphone is not covered by the RIM limited warranty

• In the case of an exchange, you must return the damaged or failed BlackBerry smartphone within seven (7) days of receiving your replacement smartphone. Otherwise, the RMA will be cancelled and you will be charged for the replacement. Also, your damaged BlackBerry smartphone will be deactivated three (3) days from the time your RMA request has been processed

• Please wait at least five (5) business days before calling the BlackBerry Customer Contact Center to check the status of your shipment

All services associated with your current BlackBerry smartphone will be transferred to your replacement device.