Exchange program

The Exchange service program minimizes downtime when you are experiencing technical difficulties with your BlackBerry smartphone. The program reduces delays that can normally be associated with repairs so that you can stay connected to your important information and communications with little, or no, interruption.

For the In Warranty and Out of Warranty Exchange service program, a replacement, refurbished smartphone will be exchanged for your damaged or failed smartphone. This replacement BlackBerry smartphone will become your permanent smartphone. Here are a few details:

• 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 the holster/belt clip (For the RIM® 950, ensure that you insert a new AA battery in the return smartphone prior to packaging).
• 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 our service program instructions.

Repair and Return program

The Repair and Return service program provides you with the most economical option to repair your Out of Warranty smartphone.

For the Out of Warranty Repair service program, return your damaged or failed smartphone to RIM for repair. Your smartphone will be returned to you once repaired. RIM reserves the right to swap out a smartphone under the repair program. Here are a few details:

• Please do not return the holster/belt clip (For the RIM 950, ensure that you insert a new AA battery in the return smartphone prior to packaging).
• Ensure the smartphone is packaged in such a way that it will be protected from shipping damage.
• You will need to arrange for a courier and ship the damaged or failed smartphone to RIM.
• 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 above 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 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. In the case of paging, you keep the same paging PIN and, for enhanced paging subscribers, you maintain your toll-free 1-800 number.