| Dear Complaints
Department of 3,
Before I take my complaint to the telecommunications
ombudsman I will try one last time to resolve
the problems I am having with my Nokia
6120 classic handset.
1. Phone overheats and becomes too hot to keep
to your ear.
2. Bubbles started to appear on the screen due
to the over-heating. These bubbles began to break
with the film on the screen was peeling away.
3. Phone goes into deep sleep mode. The only way
out is to take out the battery. Sometimes deep
sleep mode can last for over an hour.
My phone was purchased in January of this year
and in February I went to four different 3 stores
complaining about the problems with the phone.
Not one staff member was interested in helping
me. I was told that I had to expect heat due to
the processor in the phone. My husband has a Nokia
N73 and it does not get hot. My daughter has
the exact same phone as me and it does not get
hot.
I made a complaint direct to Nokia
via their website to report the problems and
they told me to take the phone back to you at
3.
In May of this year, the software upgrade was
finally made available for download which I did
and installed; this did not fix the problems.
As it has not been convenient to be without the
phone I waited until last week, where I dropped
the phone into 3 Helensvale Gold Coast where the
customer service was dismal and I actually new
more about the phone than the staff member serving
me did.
The phone was sent away to Milton and I collected
it seven days later from the dealer. I was told
over the phone that software was upgraded which
did anger me as I had already done that myself.
They said no parts were replaced.
Two parts were replaced and the screen was not
repaired. The software was upgraded to the software
that was already on the phone so who knows how
you can 'upgrade' to the same version.
I tested the phone and the problems still existed.
Two days later, after finding out that Nokia
Care was in Southport, I took the phone myself
to them at 12 noon; by 2.30pm the phone was ready
to collect. Much better customer service may I
say!
The heating tape and the screen were replaced,
and an alteration to the software specific to
the phone was made, however the problems still
remain. I have included all repair documentation
in this fax.
With so much of my time being wasted trying to
get these issues resolved, the fact that I do
have two of the same phone and one has no problems
and with two repairs and a phone that still has
not been fixed, I do believe it is time for me
to receive a replacement phone as it is evident
that my phone cannot be repaired.
I wish to bring to your attention the article
in today's Australian newspaper page 29 in the
IT section and the same article online is here:
http://www.australianit.news.com.au/story/0,24897,24019526-15306,00.html.
I am referred to in this article.
I am also a regular contributor to the Whirlpool
forum regarding this phone and have an online
petition here:
http://www.gopetition.com/petitions/nokia-6120c-6121-problems.html.
I also have a Facebook group.
Here is my Nokia ID plus list of contributions:
http://discussions.europe.nokia.com/discussions/profile?user.id=77546.
As you will see, I signed up to the Nokia forum
on Feb 7 2008. I received my handset on January
18 2008.
I will now wait to receive a prompt reply from
you regarding the replacement of my handset.
Gayle Wilson
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