Top critical review
1.0 out of 5 stars"space bar" malfunction in 2 months, then repair process is frustrating
Reviewed in the United States on July 16, 2019
For over 15 years, have always purchased blackberries. Prior to the Key2, i had a BB Passport and a Priv too. The Key2 is made by and supported by TCL Communications (AKA Blackberry Mobile). This review is in relation to the terrible experience i had with the TCL Comm. (BBMo) who manufactures/supports Key2.
I regret my Key2 purchase and i further regret having listened and trusted customer care (TCL/BBMo) to pursue their warranty process. In only 2 months, "space bar" stopped working. Since the device is still under warranty, i contacted their support and got processed for an advance replacement, but refurbished Key2 (only possible with a $600 hold on my credit card). They assured me that it would ship in 2-3 days and i could just transfer my files over and send the defective device back. Well, it didn't ship as they said, and it realized major delay in shipping it to me. Because i had international travel upcoming, i kept calling and asking for the status and they kept assuring me that it would be delivered before i leave. That never happened. They finally shipped it after i left the country... Then, i had to scramble from overseas to reject the package by phone calls to FEDEX, because BBMo told me that they couldn't do anything and they didn't have any control over the package. Upon returning home, i tried to reopen the case/replacement and was given all kinds of excuses and delays for a week. As i'm waiting for the case to be reopened, i dropped the phone from a chair onto wood floors and screen cracked. Now, i finally managed to get a repair ticket open and sent the phone back for both issues (defective space bar and cracked screen). It has been 30 days, and i have been calling daily for the last 2 weeks and they keep telling me " no status updates, please wait".
I'm further frustrated that they won't provide a repair estimate on the cracked screen (almost any other brand has fixed prices for screen repairs). Then, there is the 30+ day wait/no-information period just to get an estimate (which i still don't have). If you're serious about buying one of these, I recommend you check Crackberry Forums for similar situations in dealing with simple repairs with the TCL phones.
In summary, the phone quality is poor, customer service is terrible. There is only one repair facility, and they take unreasonably long times. I'm never purchasing any of their phones again or any other TCL branded product.
