Frequently Asked Questions
» How can I get a free quote for my product? » Who is Market Velocity? » Who can use the BlackBerry® Trade Up Program? » How do I use the BlackBerry Trade Up Program? » Do I have to register to use the BlackBerry Trade Up Program web site? » Can a BlackBerry channel partner or sales representative act on behalf of a customer? » Can I save the information I enter to reference later? » How are the trade-in rebate values determined? » How is the money for the trade disbursed? » Do I have to purchase my new product via Market Velocity? » What products will Market Velocity accept in trade? » What if the condition of my product is different from what I represented when initiating my trade in? » Is there a minimum amount of product that must be traded? » Does my trade-in product have to be in the same category as what I want to purchase? » Who pays for shipping? » What if my products are in multiple locations? » What if I cannot print my shipping label or placard? » What if I lose my BlackBerry Trade Up Program shipping instructions email? » How do I ship my product? » Are you experiencing issues with navigating through or exiting an area of the BlackBerry Trade Up Program's Web site? » How do I remove data and applications from a BlackBerry device before switching to a new one? » What is the transaction date?» What is the expiration date?» What is an acceptable Proof of Purchase (POP)?» Does the new BlackBerry device(s) need to be active on a BlackBerry service? How can I get a free quote for my product?From the BlackBerry Trade Up Program home page, click on the "Begin Your Free Quote" link in the top navigation bar. This leads directly to the quote engine. Follow the instructions on this page to get your free quote.» Back to top
Who is Market Velocity?Market Velocity provides a complete trade-in solution for BlackBerry customers. They have developed a customized BlackBerry Trade Up web site that is always available via the Internet. Market Velocity specializes in remarketing, refurbishing, and dispositioning used equipment and can provide the maximum values for customers interested in updating to new BlackBerry devices.» Back to top
Who can use the BlackBerry Trade Up Program?Anyone with old eligible device(s) to trade in can access and use the BlackBerry Trade Up Program directly at http://blackberry.tradeups.com/. It is also a sales tool for channel partners who then direct their customers to the BlackBerry Trade Up Program to execute a trade. More information and tools for sales representatives of channel partners are available - contact your RIM marketing representative for details.» Back to top
How do I use the BlackBerry Trade Up Program?You may either register to establish a logon ID, or use guest access to skip the registration process. (Note that you will need to register in order to complete a trade on the website.) A key advantage of registering is the ability to save multiple quote lists for later access. Your saved quote list will automatically be updated with the current trade-in values. Customers and BlackBerry channel partners will be able to access the BlackBerry Trade Up Program web site, enter the equipment to be traded, and receive a quote for the value of the equipment. From that point, the user can decide whether or not to continue working through the process to ship used product to Market Velocity. If a customer accepts the quote and chooses to trade in their used equipment, they will need to show proof of their eligible new BlackBerry device(s) purchased in order to receive their redemption check.» Back to top
Do I have to register to use the BlackBerry Trade Up Program web site?No, you may enter as a guest by selecting "Get a Free Quote" to receive an instant quote. The advantage of becoming a registered member on the web site is that you will have the ability to save multiple quote lists that will automatically be updated as the system is updated with the most current values. » Back to top
Can a BlackBerry channel partner act on behalf of a customer?We encourage BlackBerry channel partners and their sales representatives to use the program as a sales tool to communicate additional savings to their customers. However, if the customer decides to engage in the trade-in process, the customer must conduct the transaction themselves. The relationship is between Market Velocity and the user of the BlackBerry Trade Up Program.» Back to top
Can I save the information I enter to reference later?As a registered user of the BlackBerry Trade Up Program, you have the ability to save multiple quote lists and reference or update them as needed. To access a saved quote, you must sign in and then choose "View Quotes" from the left navigational bar.» Back to top
How are the trade-in values determined?The values stated in the BlackBerry Trade Up Program are based on their value in the used or secondary marketplace also known as Fair Market Value (FMV). Market Velocity maintains relationships with dozens of re-marketers throughout North America and also maintains a proprietary pricing database which feeds the BlackBerry Trade Up Program web site. We pass along whatever the re-marketers will pay for the used equipment to the customer. It is best to think of the trade-in value as the used wholesale value. » Back to top
How is the money for the trade disbursed?All redemption checks are mailed via the U.S. Postal Service to the address designated in your transaction. Market Velocity, Inc. will issue your redemption check approximately 6-8 weeks after receipt and inspection of your trade-in product and validation of your proof of purchase, whichever is later. If you need assistance, please contact blackberrycustomerservice@marketvelocity.com.» Back to top
Do I have to purchase my new product via Market Velocity?No. Market Velocity does not sell new BlackBerry devices. Market Velocity only needs to have proof that an eligible new BlackBerry device(s) was purchased. The program user can purchase an eligible new BlackBerry device(s) direct from one of Research in Motion's carrier or channel partners. The program is not valid on refurbished products, reseller demo units or products purchased/leased through internet auctions, or from any other unauthorized reseller of BlackBerry products. » Back to top
What products will Market Velocity accept in trade?The list of eligible old device trade ins is posted on the Get a Free Quote page. All trade-in products must be in working condition. » Back to top
What if the condition of my product is different from what I represented when initiating my trade in?To receive your redemption check, you must accurately state your current product's condition. Market Velocity will perform an inspection upon receipt of your product. If the product's condition differs materially from that which you described, Market Velocity reserves the right to re-price your transaction quote using the same condition parameters originally available to you. You agree to state product conditions accurately and to the best of your ability based on the guidelines posted on this site. Packing and shipping recommendations should be followed in order to avoid possible damage or loss. If you follow the above packing guidelines and instructions, the product should arrive in the same condition as when it left your site. If the product is damaged during shipping and there is visible damage to the packing materials (box is dented, ripped, smashed, etc.), Market Velocity will take responsibility for resolving any claims with the courier. If the packaging is intact, but the product is not in the condition stated by you in the quote process, Market Velocity will contact you to advise you of the adjusted quote value. Upon receipt and inspection of your trade-in product(s), if it is determined that the product's condition was misrepresented by you and ends up having no trade value (see Determining Values), Market Velocity reserves the right to charge you a recycling fee for the disposition of that product. If the product can be returned to you, you will be responsible for any and all associated shipping costs.» Back to top
Is there a minimum amount of product that must be traded?No. » Back to top
Does my trade-in product have to be in the same category as what I want to purchase?Yes, you must trade-in an old eligible device and purchase a BlackBerry device. » Back to top
Who pays for shipping?Shipping and handling fees for sending your old device(s) to Market Velocity, Inc. are free of charge.» Back to top
What if my products are in multiple locations?On the "BlackBerry Trade up Program shipping instructions page" there is a box that you will check if you have multiple locations. Upon checking the box, a trade-in representative will contact you via email within one business day to make shipping arrangements.» Back to top
What if I cannot print my shipping label or placard?If you experience difficulty in printing your shipping label or placard, simply contact customer service via email at blackberrycustomerservice@marketvelocity.com or call 800-230-5877 and a customer service representative will assist you.» Back to top
What if I lose my BlackBerry Trade Up Program shipping instructions email?Simply contact customer service via email at blackberrycustomerservice@marketvelocity.com or call 800-230-5877 and a customer service representative will assist you.» Back to top
How do I ship my product?During the trade-in process, you will be asked for the email address where you would like your shipping instructions emailed. Within one business day of completing your trade, an email with the subject line "BlackBerry Trade Up Program shipping instructions" will be emailed to the address you provided while registering and will provide the steps for retrieving your shipping label or shipping placard. This email will contain embedded links for each product you are trading. To view, simply click on the link and your prepaid, pre-addressed shipping label or shipping placard will appear. A Microsoft window will direct you on how to print out your label or placard. Print two copies, and attach one to the shipment of your trade-in product and retain the second copy for tracking purposes.
If you are shipping multiple items, please package each item individually and use the appropriate shipping label for each item. It is important to use the correct shipping label/placard for each individual item, as the label/placard is used to expedite tracking, identification and increase the speed of processing.
You have 30 days from the day you completed your on-line trade to return the product. The expiration date will appear on the shipping label in the "Reference # field" and as "Expiration date of the trade-in" on the shipping placard.
If you experience technical difficulty in printing these items or you lose your shipping instructions email, please contact customer service via email at blackberrycustomerservice@marketvelocity.com or call 800-230-5877.» Back to top
Are you experiencing issues with navigating through or exiting an area of the BlackBerry Trade Up Program's Web site?If you are experiencing problems navigating through or exiting an area of the BlackBerry Trade Up Program site, this may be related to bad/corrupt cookies on your PC. A quick and easy way to correct a bad or corrupt cookie is to delete your cookies and restart your browser session. Below is a quick "delete your cookies" tutorial based on browser type.
Windows Internet Explorer 5 and higher:*Make sure you close (exit) your browser and open a new browser before you begin.1. Open Internet Explorer, click the Tools menu and choose Internet Options. 2. Click the Delete Cookies button. 3. Click OK.
Windows Internet Explorer 4:1. Open Internet Explorer. 2. On the view menu, click Internet Options, and click the Settings button. 3. Click the View Files button. 4. Click the View menu and Select Details. 5. Highlight the cookies you wish to delete, and then press the Delete key.
Windows Netscape 4.x:1. Locate the Netscape folder on your hard drive (usually located in c:/Program Files/Netscape/). 2. Double click the Users folder within the Netscape folder. 3. Double click your Profile Name folder (this will usually be your username). 4. Click the cookies.txt file once to highlight it, then click the File menu and choose delete.
Netscape 5 and higher:1. Click the Tools menu and choose Cookie Manager. 2. Choose Manage Stored Cookies from the submenu. The Cookie Manager window opens with a list of all the cookies stored on your computer. 3. Select one or more cookies and click Remove Cookie, or click Remove All Cookies.
How do I remove data and applications from a BlackBerry device before switching to a new one?
1. Unsubscribe from any browser push information services, for example weather, sports, and so on to which you have subscribed.
2. If you use the BlackBerry Internet Service™, perform the following actions:
· Verify that the forwarding of email messages from the BlackBerry Internet Service™ has been turned off for the BlackBerry® device.
· Change the PIN that is associated with the BlackBerry Internet Service account to the new BlackBerry device, or contact your wireless service provider to set reset the PIN to 0.
3. If you use the BlackBerry Enterprise Server™, perform the following actions:
· Turn off the forwarding of email messages from the BlackBerry Enterprise Server.
· Reset any custom IT policy settings that are applied to the BlackBerry device.
4. On the BlackBerry device, turn of the radio.
5. Using the BlackBerry Desktop Software, back up the data on the BlackBerry device.
6. Remove all data, except for applications from the BlackBerry device by performing one of the following actions:
· If the BlackBerry device is running BlackBerry Device Software Version 3.8 or later, erase all data from the BlackBerry device using the Wipe Handheld option. Visit www.blackberry.com/technicalknowledgecenterpublic to read article KB-02318 for more information.
· If the BlackBerry device is running a BlackBerry Device Software version earlier than 3.8, type an incorrect password ten times to erase all data from the BlackBerry device. Visit www.blackberry.com/technicalknowledgecenterpublic to read article KB-02318 for more information.
7. Remove any third-party applications from the BlackBerry device by performing one of the following actions:
· If the BlackBerry device is running BlackBerry Device Software Version 4.0 or earlier, in the BlackBerry device options, click Applications. Click an application. Click the trackwheel. Click Delete.
· If the BlackBerry device is running BlackBerry Device Software version 4.1 or later, in the BlackBerry device options, click Advanced Options. Click Applications. Click an application. Click the trackwheel. Click Delete.
8. Remove the SIM card from the BlackBerry device, if applicable.
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What is the transaction date?The transaction date refers to when the customer has agreed to move forward with the trade-in process and is assigned a quote number. Under the standard program it would be recognized by accepting the terms and conditions on the web pages, and selecting the "Confirm and Submit" button. This date is recorded on the Confirmation Screen and in the Confirmation Email you will receive after selecting the "Confirm and Submit" button.» Back to top
What is the expiration date?You will have 30 days from the day you completed your on-line trade (transaction date) to ship the product or the transaction will expire. The expiration date will appear on the shipping label in the “Reference # field” and as “Expiration date of the trade-in” on the shipping placard. This date is also recorded on the Confirmation Screen and in the Confirmation Email you will receive after selecting the "Confirm and Submit" button.» Back to top
What is an acceptable Proof of Purchase (POP)?Acceptable forms of proof of purchase are a sales invoice (preferred) or a packing slip (must provide your name, purchase date, purchase amount, model and serial numbers) from one of Research In Motion’s carrier or channel partners. You may fax or mail the original or a photocopy of the original proof of purchase to The BlackBerry Trade Up Program. What is NOT an acceptable form of a proof of purchase: Purchase Orders, Order Confirmations, and Order Acknowledgements.» Back to top
Does the new BlackBerry device(s) need to be active on a BlackBerry service?Yes.