Nokia complaints department anyone?

[djstevie]

Right heres my story. I've always owned a Nokia phone and never had any problems with them till i bought my current 6310 in Nov 2004 from Orange. Phone has always worked ok until May this year , while i was working abroad. The phone started to lose the date and time, people would call and i couldnt hear them, other times i could hear them and they couldnt hear me, then the memory stick inside the phone wouldnt detect until finally it wouldnt accept any simcard. I e-mailed Orange seeing as i was abroad who sent me an unbelievable reply insisting i phone them from my mobile on whatever number. Great advice considering the phone wasnt working. Anyway seeing as the phone was under guarantee i took the phone to the official Nokia Centre in Greece (where i was working) who kept the phone for 2 days then gave it back to me saying they had updated the phone software and everything was working. Yep it was working, for a whole 2 days before the previous faults returned. Took it back to the Nokia centre in Greece who kept it for a further 2 weeks and again they called me and said it was fixed and ready for pick up. Picked it up and guess what it wasnt working again. Was mega pee'd off. Seeing as i had an old Samsung with me as backup i decided to use that and wait till i got home and get the phone repaired. Basically i was paying my orange bill for 4 months for a phone that i couldnt use. I got back to the Uk end of August and phoned Orange who told me they only guaranteed the the phone for 6 months and seeing as i'd had it for 9 months then i would have to contact Nokia who give the 12month guarantee. Phoned the Nokia number i was given. Was the wrong number the orange lady had given me. Called Orange again who gave me a different number. This time i got through to a switchboard who put me from pillar to post and in the end up a voice came on saying it was transferring me to a number that would cost 75p a minute
Decided i wasnt going to amass a huge phone bill (god knows how long i would have been on hold!). Looked on the net at Nokia repair centres and found one near me (5 miles away). It was a company who repair phones on behalf of Nokia and if they cant fix it they send it directly to Nokia. Anyway they'd had my phone for 4 days...they couldnt fix it so sent it directly to Nokia. Got a call this morning to say Nokia had fixed my phone and it was ready for pickup. Picked it up along with a nice sheet which listed all the "work" that had been done to it. Got in my car and decided to check it out. Guess what? The EXACT same faults were present. Took me 3 go's in turning it off and then back on before it would even recognise my simcard (which was working perfectly in my other phone). Now i've had to book it in again to the original company who sent the phone to Nokia.

Still reading this? lol (apologies for it being sooo long)

As u can imagine im well and truly livid at the cowboys that are Nokia. Does anyone have an e-mail address for the complaints department or even someone higher up who i could mail to explain my story?
Any ideas appreciated!

[djstevie]

Anyone?

[Derek]

Dunno,

To be fair it is probably an external company doing the work on Nokias behalf. There was a place in Clydebank a few years back that done most of the Nokia and Ericsson repairs for the UK IIRC.

If it is any use I know the last time I had any bother with a Nokia I took it into the Carphone Warehouse in the Buchanan Galleries.

They checked the IMEI number to get the warranty and as long as its covered take it away and fix it. I haven't heard any problems with them.

[tick]

http://www.nokia.com/nokia/0,,1209,00.html?productId=32
any help

[Minbu]

This is a good old 'Sale of Goods Act' issue again. Take the phone back to where you bought it (your contract is with the retailer, not the manufacturer) and demand a replacement. Any fault which developes within six months of purchase is assumed, in law, to be inherent.

[ikthius]

Originally Posted by dezzo

Dunno,

To be fair it is probably an external company doing the work on Nokias behalf. There was a place in Clydebank a few years back that done most of the Nokia and Ericsson repairs for the UK IIRC.

If it is any use I know the last time I had any bother with a Nokia I took it into the Carphone Warehouse in the Buchanan Galleries.

They checked the IMEI number to get the warranty and as long as its covered take it away and fix it. I haven't heard any problems with them.

yip in the buisness park Kilbowie road, turn right at first roundabout then first right again, the plot is on the right hand side, as if below the singer station/bus stop.

but I think they have to have the order form nokia, as My old 7110e got updated with new software there.

ik

[djstevie]

Thanx for the replys guys....It was a place in Inchiinan that i took the phone to. It was listed on the nokia site a s a repair centre. Anyway it was more of an e-mail address for someone high up in Nokia i was looking for but thanx anyway.
__________________

Originally Posted by Minbu

This is a good old 'Sale of Goods Act' issue again. Take the phone back to where you bought it (your contract is with the retailer, not the manufacturer) and demand a replacement. Any fault which developes within six months of purchase is assumed, in law, to be inherent.

Thats what i though so how come Orange can get away with this?

[Minbu]

Originally Posted by djstevie

Thats what i though so how come Orange can get away with this?

They can't! Ask to see the manager of the store and quote the Sale of Goods Act.

SALE OF GOODS ACT:
Sale of Goods Act 1979, Supply of Goods and Services Act 1982, Sale and Supply of Goods Act 1994 and Sale and Supply of Goods to Consumers Regulations Act 2002
The updated Sale of Goods Act, states that if a customer finds a defect with their product within six months of its purchase, it will be down to the retailer to prove that the item was in good condition when sold.

The regulations, which bring UK laws in line with other EU countries, also give the consumer the right to a refund or exchange if they are not happy with their goods. Although this is common practice in most UK stores it has, until now, never been enshrined in law.

A further stipulation of the new rules states that any guarantees offered by the retailer will be contractually binding and must be written in plain English.

If you get no joy, write to the MD at Orange head office and ask for an explanation as to why they are contravening the SOGA and threaten to take legal action. That should do the trick.

[djstevie]

Originally Posted by Minbu

They can't! Ask to see the manager of the store and quote the Sale of Goods Act.

SALE OF GOODS ACT:
Sale of Goods Act 1979, Supply of Goods and Services Act 1982, Sale and Supply of Goods Act 1994 and Sale and Supply of Goods to Consumers Regulations Act 2002
The updated Sale of Goods Act, states that if a customer finds a defect with their product within six months of its purchase, it will be down to the retailer to prove that the item was in good condition when sold.

The regulations, which bring UK laws in line with other EU countries, also give the consumer the right to a refund or exchange if they are not happy with their goods. Although this is common practice in most UK stores it has, until now, never been enshrined in law.

A further stipulation of the new rules states that any guarantees offered by the retailer will be contractually binding and must be written in plain English.

If you get no joy, write to the MD at Orange head office and ask for an explanation as to why they are contravening the SOGA and threaten to take legal action. That should do the trick.

Thats the problem though...im outside the 6 months. Orange are claiming i must contact the manufacturer as they offer a 12 month guarantee.

[Minbu]

Originally Posted by djstevie

Thats the problem though...im outside the 6 months. Orange are claiming i must contact the manufacturer as they offer a 12 month guarantee.

But you discovered the problem within six months, and that's what counts. You have details of contacting the Nokia Centre in Greece and of contacting Orange, which they can't really deny. Even within twelve months your guarantee must be honoured - by Orange, where you bought the phone. Your phone obviously fails to perform as it should, is not fit for the purpose for which it was purchased and, as such, does not conform to contract at the time of sale.

Recently, The Link tried to claim they couldn't give a refund on a phone after 28 days as this was their "company policy". After contacting their Customer Services and MD at The Link and the MD of Dixons threatening legal action, they agreed to a refund! The place you bought the item (not the manufacturer/importer/wholesaler) is solely responsible in replacing the item or giving a refund. Suggest to Orange that they get their legal department to brush-up on the Sale of Goods Act in readiness for their appearance in court!

[bojangles0669]

why do we get the same old "sales of goods act" chucked about by people who only understand the bits they want to? Fact: The retailer is responsible and the item is deemed to be inherently faulty if less than 6 months old unless you can prove that the item was not faulty at time of purchase. Fact. You've been using your phone without problem for 5 months! This is proof that it has developed a fault and not had one since purchase. Fact. If less than 6 months old the retailler is responsible for any costs incured such as postage, telephone calls etc and must try all in their power to minimize inconvenience to the customer, eg loan them a phone while theirs is away, but they are not obliged to replace or refund. I had this very problem and took a retailer to the small claims court. The judge explained the facts and i had to pay the costs for the privellege. Get the facts right or keep your opinions to yourself. It only gets peoples backs up.

[ikthius]

Originally Posted by bojangles0669

snip

do you know this thread is 2 years old????