Analyst: 50% return rate for Blackberry Tour

The trackball on many Tour phones doesn't work properly, according to complaints on support forums and an analyst report

Problems with the trackball on BlackBerry Tour phones have led to return rates near 50 percent, an analyst at TownHall Investment Research said.

Users are complaining about the issue in a number of online support forums.

They say that they must roll the trackball repeatedly for it to move the cursor on the screen only minimally.

One user said he was on his fourth Tour, after returning the previous three due to problems with the trackball.

Another has posted instructions for how to take apart the phone to try to fix the problem.

Nearly 50 percent of Tours that Sprint sells are being returned, analyst David Eller at TownHall Investment Research wrote in the report.

While the trackball problem is the primary reason for the returns, some customers are complaining about the sensitivity of the touch screen, he said.

High return rates of the Tour for Verizon are an even bigger problem because that operator relies on BlackBerry for the bulk of its smartphones, Eller wrote.

But new phones from Motorola and Palm might change the mix at Verizon.

"Verizon is angry about this recurring trackball problem and is telling its retailers to expect strong support for the new Motorola phone," Eller wrote.

Around Aug. 10, people began reporting in the forums that Research In Motion and Verizon said a firmware fix would be issued in 30 days and would resolve the problem.

Eller expects the issue to put "additional pressure" on RIM's financial results because the high return rates will hurt margins.

"These issues amplify our concerns about RIM's ability to sustain margins while entering the consumer market," he wrote.

Research In Motion did not reply to a request for comment in time for publication. Neither Verizon nor Sprint replied to a request for comment.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags RIM BlackBerryblackberry tourreturn

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Nancy Gohring

IDG News Service
Show Comments

Brand Post

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Luke Hill

MSI GT75 TITAN

I need power and lots of it. As a Front End Web developer anything less just won’t cut it which is why the MSI GT75 is an outstanding laptop for me. It’s a sleek and futuristic looking, high quality, beast that has a touch of sci-fi flare about it.

Emily Tyson

MSI GE63 Raider

If you’re looking to invest in your next work horse laptop for work or home use, you can’t go wrong with the MSI GE63.

Laura Johnston

MSI GS65 Stealth Thin

If you can afford the price tag, it is well worth the money. It out performs any other laptop I have tried for gaming, and the transportable design and incredible display also make it ideal for work.

Andrew Teoh

Brother MFC-L9570CDW Multifunction Printer

Touch screen visibility and operation was great and easy to navigate. Each menu and sub-menu was in an understandable order and category

Louise Coady

Brother MFC-L9570CDW Multifunction Printer

The printer was convenient, produced clear and vibrant images and was very easy to use

Edwina Hargreaves

WD My Cloud Home

I would recommend this device for families and small businesses who want one safe place to store all their important digital content and a way to easily share it with friends, family, business partners, or customers.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?