How Can I Fix My Phone Doeas Not Ring, Vibration Does Work

My Blackberry tour 9360 doe not ring,it does vibrate when I get a call, also the voice activation responds to my voice commands but does not respond back vocally it does in written format, I brought this to Verizon,my carrier and without even testing anything they said i need a new phone they also said my track ball does not work right however i went home and adjusted the sensitivity of the ball and it works fine so I do not trust their diagnosis how can i fix my sound?

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