Archive for the ‘Cell Phone Repair’ Category

Price Match?

Monday, August 30th, 2010

I received a call this afternoon asking if we matched price.  Prior to answering I asked what the customer needed repaired, then proceeded to explain how we would do the requested repair and why. At that point I asked what he was quoted.  The customer told me the prices quoted and what the quoting shop’s repair would entail.  I wasn’t surprised that our price was higher; turns out that our repair would be more entailed.  Also, the quoted shop’s work described by the customer may have been a solution, but it definitely was not the correct way to perform repair the customer needed!

As the current economic climate drags on, questions about my prices more and more routine.  This is very understandable given the circumstances.  But customers still have to understand that, as the expression goes, ‘they will get what they pay for!’   Customers have become aware of the many cell phone repair shops and individuals offering dirt cheap repairs, often advertising in places like Craig’s List.  These customers then come into my shop (recommended because of my reputation or repeat business) and they are surprised, in many cases, by what I charge.

Once I explain the basis for my prices  –  quality of the parts used, extra diligence to correctly diagnose and repair,  post repair testing to ensure accuracy and completeness of the repair, the warranty I provide to back up my work, etc – most understand the value added beyond what the discount repairers provide.  Unfortunately many do not. And I often see these same doubting customers back several weeks later with the same issue (or even new ones) after their attempt to save a few dollars has failed, ending up costing them more! Sadly, in some cases the low quality, poor and/or incorrect repair has left their phone un-repairable.

There is no doubt about the key role price plays in any purchase decision; it is not new to this economic climate, just more pronounced.  But, as has always been, relying on price as the MAIN, if not the ONLY factor, is not necessarily smart.  Make sure when you spend your money, you are getting your money’s worth.  Take into account WHAT you are getting when comparing prices, not just the price.

And what happened with the customer in the opening paragraph?  After much consideration he chose us to diagnose and complete his phone repair at our quality level.  Did we match the price?  No.

Is there any occasion when I will price match?  If the service offered matches my service in terms of scope, thoroughness, quality of parts used, time frame, testing, and warranty, AND the price to be matched is reasonable for the work to be done, the answer is yes.

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Finding a Quality Cell Phone Repair Center

Monday, June 14th, 2010

Over the past several years there has been a huge growth in the number of cell phone repair centers nationally.  While this is good for all parties involved it does create an area of concern – Who should you chose to repair your cell phone?

  • As we mentioned in an earlier blog (DIY Repair), not all repair solutions are obvious.  Finding a shop that can truly isolate and repair your issue may not be so easy.  For example, in the case of many LG models, speaker and/or microphone issues may occur because of a damaged charger port but can also result from a problem with the display (as it is part of the audio circuit).  Therefore, it is vital that you choose a repair shop that has the ability to be capable of determining the root cause of an issue in order to perform effective repairs.
  • The second critical piece – the shop must have the ability and tools to properly make the necessary repair.  There is a certain amount of technique know-how that comes with experience and not from training classes offered by other repair centers.  The technique we employ for our board level repairs has been developed and perfected over many years of doing repairs.  Additional training should come from one of the manufacturers or formal technical classes. (Our techs, at a minimum have received formal training through Nokia and Motorola) With respect to tools, much of the soldering done now requires specialized equipment.  Simple soldering irons are no longer useful for many repairs.  We use a variety of high end soldering irons, pre-heaters and re-work stations.  The change to lead-free solder has made these tools critical for proper repair.  Also, given the more densely populated and smaller printed circuit boards, electrostatic discharge (ESD) is a major concern, and shops must have, use and maintain protective devices, including mats and wrist straps. Otherwise, damage to board components is likely. (While it the effects may not show up immediately, latent damage is a real concern.)  High end shops will generally use a constant monitoring system and / or frequently test the devices being repaired to ensure they are working as designed and that they are not being affected by any ESD.  So, seek out repair shops with years or practical experience, additional training from OEM manufacturers or technical courses, up-to-date tools and equipment, and ESD safety and monitoring devices.
  • The quality of parts used CAN impact the quality of the repair.  Thanks to high demand, low quality replacement parts have flooded the market.  To keep a competitive edge by charging a lower price for repairs, many shops will use these low end parts.  While the customer saves money, these parts are prone to higher failure rates.  Electrical components like LCDs and flex assemblies are the biggest concern, but many housings and glass lenses (like those for the iPhone) are also not made to manufacturer specifications.  They tend to be thinner and, as a result, break easier.  High end shops will only use OEM or like OEM quality parts.  This generally results in a higher repair cost, but you can be assured the repair will hold as designed. Thus, it would seem like a wise decision to ask the repair shop what parts they use in their repairs so you can have greater assurance of the highest quality repair of your device.
  • The final piece in locating a quality shop – testing and quality control.  Whether customers bring their phones into a local shop or mail them in, they should expect that they won’t discover any unresolved issues when the repaired phone is returned.  While it is not possible to guarantee a 100% defect free rate, every effort must be made by the repair shop to minimize the possibility of errors.  Nothing is worse than receiving a phone back from repair only to find something amiss, especially if that ‘something’ may not have been the original problem!  People who bring their phones into a local shop for repairs have an advantage as they can test their phone upon pickup and have any unresolved or newly discovered issues fixed immediately. Not as easy for those who send their phone in for repair; time and distance complicate the situation and can cause customer frustration.  This makes it essential to know the testing and quality control procedures of any shop you would go to for repairs.  To that end, our testing and QC procedure can be found at http://www.blueridgewireless.com/qc.html.

As we’ve already blogged extensively, be very skeptical of shops that claim the ability to effectively repair water damaged cell phones.

There are plenty of repair shops out there offering quality work done by experienced, skilled techs with up-to-date tools and equipment using premium parts at a fair price.  These shops return to the customer a fully tested and inspected product and back their work with a guarantee.  There are, unfortunately far too many shops that do not meet these criteria and should be avoided.  So, if you are in need of a cell phone repair center, be careful, do your homework, and ask questions before you decide with whom to trust your repair.

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Before You Buy That Aftermarket Battery…

Friday, April 30th, 2010

We have long advocated against the use of aftermarket chargers and batteries.  Within this blog we have primarily focused on chargers, as there has been far less written about their use elsewhere.  But given the number of issues our customers have experienced with low quality batteries this week alone (and given recent reports on aftermarket batteries), this seems like a good time to post on the subject.

For purpose of this discussion, it is important to note what may be obvious: There is a difference between batteries! Today, most cell phones use Lithium Ion batteries.  While they are lighter, do not display the ‘memory’ issue of Nickel Cadmium and Nickel Metal Hydride batteries, and they have a slow discharge rate when not in use, the Lithium Ion batteries are not as durable and they are more susceptible to internal failure than either of the Nickel-type batteries mentioned.  In addition to the material used, the manufacturing process and any potential lack of properly working internal safety circuits will affect the overall life, capacity and safety of the battery.  Details among these characteristics contribute to differences among battery types and between high quality OEM batteries and those from most aftermarket manufacturers.

Materials:

Most aftermarket manufacturers, in an effort to keep retail pricing low, will generally use lower quality materials or materials that do not conduct current as well.  They tend to have a lower ability to store and dissipate a charge, resulting in a shorter usable life and a greater failure rate.

Build process:

The basic components of a Lithium Ion battery are fairly straightforward – an anode, a cathode and an electrolyte (essentially, ‘positive’ and ‘negative’ sources in an electrically conductive solution).  The overall construction of a Lithium Ion battery consists of a pressurized container that holds metal coils and the electrolyte (highly flammable in this case).  The cells also contain separators designed to keep the anode and cathode from touching.   The production process invariably results in metal fragments being released into the electrolyte.  While elimination of these fragments is not completely possible in the best production situations, poor production processes will result in larger and more fragments.  As a battery heats up during charging and use, these unwanted fragments will move within the electrolyte; should they come into contact with and damage the separators, a short circuit is possible.  Then only bad things are likely to follow!

Short circuits in batteries have been known to cause explosions as a result of increases in pressure due to overheating; battery fires have occurred when short circuit ‘sparking’ has ignited the flammable electrolyte; and if they haven’t exploded or burned, batteries have melted from high temperatures caused by short circuits.

While any Lithium Ion battery is susceptible to these dangers, the more expensive, higher quality OEM batteries are generally manufactured to a higher standard and with better quality control, greatly reducing the risk of these occurrences..

Safety protection:

Given the potential hazards associated with Lithium Ion batteries, a number of safety devices designed to prevent damage to the cells during charge / discharge and overheating are built into the circuitry of all Li-Ion batteries. These could include a monitor of cell voltage to prevent over charging or discharging, control switches to cut off the charge or discharge, internal pressure monitors and vents, and thermal fuses/interrupts designed to guard against excess heat.

While these safety features are required the use of lower quality materials in most aftermarket batteries plus the difficultly in determining which aftermarket batteries are manufactured properly and, therefore, are safe, strongly suggests that any cost savings is not worth the risk.  And that risk becomes even greater for the lower-cost end of the aftermarket and especially for any of the counterfeit batteries readily available.

Logically, therefore, it would be best to avoid aftermarket question marks and possible counterfeits when you need to replace your battery, so when a replacement is needed make sure you purchase a new battery from the same manufacturer as your phone and do so from a reputable supplier.

Additional resources:  Battery University

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Why Wet Cell Phones Cannot be Repaired (Part 2)

Wednesday, February 10th, 2010

We have already outlined in a previous blog post that water / liquid damaged cell phones are beyond economic repair, if repairable at all.  In this follow up we have decided to outline WHY.  Quite simply, the proper procedure is tedious, time consuming and requires replacement of a significant number of parts.  Keep in mind, that while you may only be experiencing a minor issue (a few keys not working), there can be significant additional latent damage that will lead to additional failures over time.  And if this potential for further damage is not taken into account then it shouldn’t be difficult to realize that the phone cannot be truly repaired as any ‘fix’ likely will be only temporary, until the unforeseen damage materializes.  So, we find it unacceptable to consider a liquid damaged cell phone repaired unless it is done correctly by making sure we address not only the obvious but the not-so-obvious damage as well.  To simply ‘fix’ the issue at hand will result in your spending money on a non guaranteed ‘repair’ with a high probability of future failures.  And repair shops that offer or claim to be able repair liquid damaged phones very obviously lack the knowledge and/or don’t understand why the repairs are not economically feasible.  So, let’s examine the process in some detail.

The first step is up to the user: The battery should be removed IMMEDIATELY.  This will minimize the chance for further shorts by removing the primary electrical source.  (It will not eliminate the threat of damage since there will be an internal battery and stored electrical capacity within the circuitry of the phone.)  Users are smart to rely on internet advice about removing the phone’s battery.  However, there are way too many pointless suggestions offered on the internet about how to deal with wet phones, such as heating the phone with a hair dryer to dry it or “Old Wives”  tale  remedies like using rice to absorb the moisture.  It is important for the owner of a water/liquid damaged cell phone to realize that no ‘internet remedy’ will address the core issue of electrical damage to the phone.   The best advice to follow when you have a water/liquid damaged phone is to get it to a qualified repair shop as soon as possible.

Once a damaged cell phone arrives at the shop it needs to be completely disassembled.  The main PCB needs to be inspected for any visible, catastrophic damage such as de-lamination of the PCB layers or burnt areas.  Any damage of this sort is deemed un-repairable.  Once the unit passes initial inspection, the cleaning / repair / testing procedure can begin.

  • The internal battery will be removed and capacitors need to be discharged and / or removed
  • Most vibe motors, speakers, cameras, microphones, shields will be removed.
  • The PCB will be ultrasonically cleaned for several hours in a specialized cleaning solution.
  • The PCB will be rinsed, dried and inspected.
  • Any residue remaining will be hand cleaned.
  • Removed components are re-installed (using new parts for electro mechanical parts – batteries, capacitors, microphones, speakers, cameras, etc to avoid latent failure and reduce the time needed to test each component individually)
  • Each path / circuit (charging, audio, display, etc) on the PCB must be tested for electrical continuity.
  • Breaks in continuity will need to be isolated by testing the path at  various points to isolate the damaged component.
  • The affected component is replaced and the circuit re-tested.
  • The procedure is repeated until all paths are verified.

Then the process is repeated for secondary PCBs.  In many cases, those secondary boards will simply be replaced.  For any clam shell or ‘flip’ phone, the flexible PCBs will also need to be replaced.

As part of the re-assembly procedure, the Liquid Crystal Displays (LCDs) will be replaced.  Most LCDs are now part of an integrated PCB that does not allow for cleaning and testing.  Since there is a high potential failure rate for LCDs once exposed to moisture, failure to replace them will compromise the repair.

When the foregoing has been completed the unit is re-assembled with a new battery.  This is important because batteries are sealed units, with high probability that they short internally once wet. Since a defective battery can damage the newly repaired cell phone it would be pointless to repair the phone and not replace a potentially damaged battery. With a new battery installed the repaired cell phone is put through a series of final tests to ensure correct operation.

Most phones that we have encountered that were exposed to moisture had NOT been submerged, instead coming in contact with a minimal amount of liquid.   This may lead one to believe that it may be possible to forgo a number of the repair steps previously noted, including replacing flex PCBs, LCDs and batteries.  However, liquid is very pervasive and its affects on electronic circuits is very damaging.  Since any portion / component of a phone that comes into contact with liquid needs to be cleaned or replaced to properly repair the cell phone,  even minimal exposure to liquid will require 2 to 3 hours to evaluate, clean and test the phone.  At shop rates of $50 to $75 per hour, very few phones are even worth repairing, fewer still once the cost for parts is added.

Consequently, based on accepting the work that should be done to properly repair a water/liquid damaged cell phone (assuming it can be repaired), it is not economically logical to perform such repairs, and it would be most prudent to be extremely skeptical of any repair shop that offers or claims to be able to do so because it just can’t be justified.

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Wet cell phones CANNOT be (economically) repaired…

Monday, January 4th, 2010

The number of cell phone ‘repair centers’ that claim they can fix liquid damaged cell phones, then claim a 70% or better success rate is truly incredible.  I say this because, in virtually every case, the proper repair of a wet cell phone will almost certainly cost more than the phone’s replacement value. AND, even if it would be cost-efficient (which is not very likely) it is doubtful there are many (if any!!) places that have the capability to even perform the proper repair.

The typical repair service offered by most shops generally starts with a warning to remove your battery immediately and ship in your phone ASAP.  The actual repair consists of dis-assembly, cleaning the printed circuit board (PCB) by hand scrubbing with a brush, using an ultrasonic cleaning filled with isopropyl alcohol as needed, and possibly replacing parts (like displays), and finishing with reassembly.  These phones are then quickly tested, deemed repaired and returned with no warranty.  At best, this is a quick, temporary fix, but no way does it mean the phone has been truly repaired.  How can this be, you may ask.

Your cell phone is a small computer designed around a densely populated central printed circuit board with an integrated LCD display and keyboard.  There may be secondary PCBs as well as flexible PCBs (the flex cables that connect the two halves).  The PCB is, by definition, designed to mechanically support and electrically connect electronic components (resistors, capacitors, radio chips, etc) using conductive pathways, tracks, or traces, etched from copper sheets laminated onto a non-conductive substrate.  (http://en.wikipedia.org/wiki/Printed_circuit_board).

As expected, liquid creates a significant number of issues with the electrical connections throughout the PCB.  The severity of these issues is higher when the liquid involved contains electrically conductive materials, and the greater the quantity of these materials, the more likely, and more / significant, the damage.  Water, soda pop, milk and most other liquids commonly involved in cell phone damage are electrically conductive to some degree.  The conductive nature of these liquids, combined with the moisture, lowers resistance between the electronic components and the underlying circuit paths.  Lower resistance results in high current within the circuit causing a large amount of energy output within a short time frame leading to damaged components.  Additionally, open or short circuits can occur when deposits left on the board result in bridges or unwanted connections between the leads of board components.  In the most extreme cases, this can lead to arcing and fires. (We have quite a few boards displaying such damage.)

So can water damaged cell phones be repaired?  Depending on the liquid, the amount of time the cell phone was in contact with the liquid, and the actions taken immediately following the liquid damage, it is possible.  Is it likely?  No.  Is it cost effective?  Definitely not.

We will continue this discussion in our next post (http://bit.ly/acsmIN), detailing the proper repair procedure and illustrating what is involved, to better be able to understand why it is not cost effective to repair water damaged phones.

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DIY Cell Phone Repair is NOT a good idea.

Tuesday, December 22nd, 2009

The cell phone repair business is no different than other repair businesses in that we find there is no shortage of individuals who attempt to perform their own repairs.  As with most other industries, parts, instructions and discussion forums are readily available.  So why should you leave the repair to the professionals?

  • Resources / Knowledge base – While a wealth of information and help can be found in internet forums and on various internet sites, many repairs require more specific details than are available.  Many repairs are not as simple as they appear.  Audio issues may require replacing the display or charger port, not a speaker or microphone as expected.  There is no substitute for the expert experience and proprietary information available only at qualified repair centers.  Most DIY’ers  likely will not have the ability to isolate the source of an issue without costly trial and error.
  • Complexity – Even when a repair is obvious (like a broken display), it can still be complicated process.  Disassembling the phone can be a challenge due to its design,  and improper disassembly can lead to additional broken parts or permanent damage.  In many handsets there are a number of connections that must be de-soldered and then re-flowed after the repair, especially to replace displays.
  • Parts – Assuming that a repair is obvious and disassembly straightforward, there is the issue of obtaining correct and quality parts.  Finding the needed part is easy.  Getting a quality part is not.  There is a huge difference in quality between parts purchased directly from the manufacturer (OEM) and those produced by aftermarket companies.  The failure rate for aftermarket parts (especially electrical parts, including LCDs and flex cables) is high; many do not work upon receipt or fail shortly thereafter.  Many parts do not fit correctly. Lenses and plastic housings tend to be thinner, are poorly finished and/or damage quite easily as compared with OEM parts.  Add in the uncertainty of purchasing from an unknown source and you could wind up getting the wrong part if it even arrives.
  • Tools – While many of the tools needed for proper cell phone repair are readily available, high quality versions are not.  Lower quality, and/or poorly made tools easily strip or damage screws and other component parts.  More complex repairs, like soldering, require specialized tools.  Use of a simple soldering iron with lead free solder at a high re-flow temp can seriously damage circuit boards and components.  Proper repairs require high end irons, de-soldering tools, and pre-heaters.  Electrostatic discharge is another concern.  Since it takes as little as 400 volts to affect small electronic components, but 2500-3500 volts before you feel the shock, damage done to components may not be obvious. Also, latent issues caused by static discharge are quite likely.  Performing a repair as simple as replacing a display without exercising proper ESD safety (mats, wrist straps, gloves, etc) could result in major issues later.

While DIY repairs might save you some money, the potential risks are high.  Have your cell phone repaired properly by finding a qualified repair center.

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Insurance vs Repair…

Thursday, December 3rd, 2009

People always ask us why they should pay us to repair their cell phone instead of using their service provider’s insurance (especially when it costs them more). Our answer:

  • You know the history of your phone – in all likelihood, you will receive a refurbished replacement and not a new phone.  That means the cell phone you receive will be one that has had previous issues (that could be anything) and this means it has been repaired.  The concern – the ‘insurance’ companies tend to operate on a volume based model and quality can suffer if not correctly monitored.  Additionally, most are returned with non OEM chargers and batteries.
  • You phone has all of your information – while most service providers offer a process to transfer your user data (contacts, pictures), some information like downloaded ringtones, installed apps and text messages may NOT be easily transferred if they can be done at all.  Sometimes spending a few extra dollars eliminates a whole lot of hassles.
  • We can get your phone repaired properly, faster in most cases and warranty that repair with less hassle. – With the ability to perform most repairs within a few hours, the down time is considerably less.  We also warranty our work with a no hassle 90 day warranty AND that warranty repair can be done immediately.  Most ‘insurance’ providers only back the phones for 30 days.  Then you’re very likely to have a hassle to get it replaced (which in itself adds more down time).  As for being ‘repaired properly’…

We routinely see a number of cell phones in for repair that had previously been replaced under ‘insurance’.  In many cases the repair was not done correctly, the quality of the repair was substandard, and/or the quality of the parts used in the repair were substandard / non OEM, or worse.  The last 4 LG handsets that came in to us with issues (shortly after being replaced by the same ‘insurance provider’) illustrate these problems.  One came in with a defective touch screen.  While all looked well, it was obvious that the phone had been repaired.  Small grommets were missing and ground tapes were not seated properly.  Not, in our opinion, a quality repair.  Another 2 had charging issues within a day or two of receipt.  In both cases, the soldering was sloppy and incorrect directly leading to the failure in one.  The other had significant board damage that had circuit paths bypassed by running fine wires from the terminal fittings directly to board components.  This repair is wrong, and not only would the unit not work for long as repaired, it’s totally unsafe.  The last phone had an aftermarket touch screen (identified by the extra long flex cable and other markings) which failed.

The bottom line:  Even if you have a cell phone protection plan, repairing your phone when possible is the smart choice;  it is cost effective and can save you unnecessary hassles down the road.

Does this mean you should skip the option for cell phone protection altogether – not necessarily…  (We will visit this topic in another post.)

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Is your charger failing you?

Monday, November 16th, 2009

One of the biggest issues we see on a daily basis is charging related problems. Normally a cell phone that does not charge or a battery that will not hold a charge.   While a broken charger port is very likely to blame, far too often the port is fine and the issue lies with the charger.  It is important to understand that just because the charger ‘fits’, that does not mean it should be used.

Your cell phone charger is a transformer designed to convert household current to safe levels for charging your cell phone.  On your charger, there is a label containing two sets of figures, one for input and one for output values.  The input values are pretty standard at 100-240v~50/60 Hz. (what the charger can accept from AC current).  The output values, the voltage and amperage, will vary to some degree.  For optimum charging, as well as phone, charger, and battery life, it is important that these numbers match your phone’s charging requirements.

Output voltage – Most cell phones use 3.6 volt to 3.7 volt batteries (fully charged at 4.2 volts).  The charger used must have a voltage output value greater than 4.2 but not significantly higher to avoid damage.  The vast majority of cell phone chargers on the market are generally rated at 5.0 or 5.1 volts.

Output amperage – This indicates the maximum amount of current available from the charger.  Using a charger with an amp output rating lower than required by WILL create a number of issues ranging from very slow charge rates to complete device failure.  The greater the difference between the charger’s output and the cell phone’s need, the greater the risk for catastrophic damage.

Using a charger with a higher amp output is normally safe.  The amp rating indicates, as mentioned, the amount of current available – not the amount of current that WILL be supplied.  If your phone requires 700mA to charge and you use a charger with a 1A output, the phone will draw only up to the 700mA.  The charger simply operates below its maximum limit.  However, failure can still occur.  While cell phones and batteries have internal regulators to protect against overcharging, this protection may be compromised.  Defective or damaged batteries, damage from prior use of low amp chargers, etc. can result in the cell phone drawing excess current if the supply allows it.  The end result can be a burnt main board.

One additional consideration must be given to the charger used – the design of the charge circuit in the phone.  While it would seem acceptable to use a Motorola charger with your Blackberry (interestingly, a vast majority of the Blackberry models we see with charging issues come in with Motorola chargers), as the Blackberry requires 500 to 700mA and Motorola chargers are rated to 850mA, there is an issue as illustrated by a recent repair.  After replacing the charger port on a Blackberry 8320, the phone was reassembled and tested (inadvertently) with a Motorola charger. When the charger was connected, the phone charged successfully.  However, when I went back and connected the 8320 to the Blackberry charger, it failed to charge!  After re-examining the port, I found an open short at one of the soldered connections.  After re-repair, and further testing, the Blackberry worked as expected.

So, while the Motorola charger was safe to use based on its rating, it provided current through a different path than designed.  Depending on the charge path utilized by the Motorola charger and circuit protection through that path, significant damage can occur.

What does all of this mean to you?  Using a low quality, universal, or the wrong high quality charger can lead to poor charging performance, damaged batteries, or permanent damage to your cell phone.  It is the equivalent to replacing the tires on your high performance sports car with ones that have a lower speed rating than recommended just to save a few bucks.  The tires will not last and when they fail, the results could be catastrophic.

Our recommendation – ONLY use the charger designed for your phone by its manufacturer!  Have a Blackberry, use a Blackberry charger.

Not sure if you have the correct charger, give us a shout.  Even if you choose to buy the charger elsewhere, we will happily provide you with the correct part number for the charger you need.

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