"I purchased a Blackberry Passport direct from ShopBlackberry.com after a sales rep confirmed I can use any android app on the updated BB OS 10. After 2 days of use and tech support frustration I was unable to use 3 of 5 Android Apps critical to my work. I initiated a return after 2 days (30 day return policy), and was told to wait 24 hours for instructions. 24 hrs later I received incomplete return instructions. I called again and was told to wait another 24 hours for corrected return instructions. 24 hrs later, second return instructions incorrect. Another phone call and told to wait an additional 24 hrs. Now, the third email simply stated please wait another 24 hrs (4 days now) for additional instructions. On day 5, I received an email that stated my case was closed and thank you for shopping Blackberry. Another follow up phone call and told to wait another 24 hrs. I have called every day now for 8 straight days and am told to wait another 24 hrs each time. I have now received a second email stating that my case is resolved (it is not!). It appears there may be a problem with their database because no one on their end can produce return instructions. I am always connected to overseas phone center. The reps are always polite but call clarity/strong accents vary greatly sometimes adding difficulty to explaining situation. They simply hand me off by telling me to wait an additional 24 hours. On top of that I paid additional for expedited shipping and it still took 5 days to deliver (same as regular shipping). Blackberry does not reimburse shipping (understandable) but they sit on your reimbursement for 10 days after they receive the returned item. The longer they delay my return, the longer they sit on my reimbursement. I do not mind paying a premium for a premium product but I am very disappointed in the below standard customer service. I cannot recommend buying direct from Blackberry if you must have a BB device."