Complaint Rating:

Company information:
Nokia
2/440 Elizabeth Street, Melbourne, VIC 3000
Melbourne, Victoria
Australia
Phone: (03) 96635933
www.nokia.com.au

Last September, my partner signed up for a plan with 3 network and got a free Nokia E65 with it. About a month later, the phone started to have problems-cannot call from call log or contacts by pressing the green call button or going into options>call>voice call. When this problem comes up, loudspeaker also doesn't work. When you restart the phone, the problems go away but comes back to haunt you after awhile. There's no fixed time of the problem resurfacing it can be weeks or days or just hours. So we brought the phone to a 3 shop to get it fixed. They sent it to the 3 service center and she did not have her phone but a lousy loan phone for 2 weeks. Then she got back the phone and the 3 staff said they reinstalled the software of the phone. After a few days the problem resurfaced! We had to send it to the 3 service center for another 2 weeks! We got back the phone again after that and the problem came back out! We personally brought it to the 3 service center to get it fixed within the day itself and they did the same old boring thing-reinstall software. Then the problem resurfaced! We brought it to the 3 shop and we asked is there anything else we can do. They said that they will try to get a new refurbished phone for us and we can probably try going to the Nokia Service Center. Almost half a year now and no news about the refurbished phone.

In the mean time, we brought it to the Nokia Service Center as advised by the 3 staff because the problem resurfaced. So off we go and was told that the servicing 3 did for us was not counted and they had to do the servicing themselves. They just did the same thing-reinstall software and also wiping out the memory card files! Everything in there was gone and they did not advice us to back it up! My partner did not have her phone for another week and had to use another lousy loan phone. This went on for 2 more times and the service center decided to get us a new refurbished phone. After a week of waiting and and using another loan phone, they sent us an sms saying that the phone is ready for collection. On Friday (11 July 2008), I went to pick up the phone and over the weekend I found a line of probably 'dead pixels' across the screen. I brought the phone back to them on Monday (14 July 2008) and they fixed the problem for me. And then on Tuesday (15 July 2008), THAT SAME OLD PROBLEM CAME TO HAUNT US AGAIN!! I brought it back to the Nokia Service Center the next day stating that I'm very unhappy with their service and wanted them to replace this phone with another new phone. The Nokia staff said that she cannot do anything except send the phone back for repair! This is really frustrating as the refurbished phone has the same problem with the previous phone! The worse part is that when I'm about to book my phone in for repair, she said that they do not have any spare loan phones! What am I going to do without a phone! So I decided to take the phone back with me instead. I went back to the 3 store and give a shot to ask them what they can do about the phone. But I was turned down because they cant see the fault all because the lady at Nokia turned off my phone when she wanted to book my phone in to get my IMEI number. The staff at 3 also said they cant do anything and said I was better off calling their call center instead. What bad service! Now I'm stuck with this faulty Nokia E65 and I am sick of booking the phone in for another repair without getting any positive results! 85% of the time we had the phone went to repairs.

Shame on Nokia for selling faulty phones!