Warning: Mobile Phone Firmware Problem

thetargetarcher

I have a Nokia N73 mobile on a contract with 3. There is a known Bluetooth problem with the phone and Nokia have released a generic firmware upgrade to fix it, along with some other problems with the phone. However, Nokia have said that the Network providers have to approve it before making it available. Trouble is my network provider have said that they will not approve it as it does not fix any issues with their network.

I also had 3 memory cards that were supposed to be compatible with my phone. The shop has said that they will give me a full refund but thinks that it sounds like a firmware issue with the phone.

Below are copies of communication I have had with 3:

"I am sending you this email further to your queries about the software version on the Nokia N73 handset.

In response to your query, the manufacturers often release new software for their handsets and make the generic version of this software available on their websites. However, this software is not necessarily agreed to by the networks and they do not release this onto the handsets locked to our network as the upgrade does not assist with any issues with our network.

Nokia have indeed released newer software for the N73. We have not approved any later variants for 3UK N73s because these later software versions do not fix any real issues for us. As such, a 3UK N73 cannot currently be upgraded past 2.0628.0.0.1, so this current version will remain on the handset. There is soon going to be another version of 3UK software for the N73, but this is related to the new X-Series and we cannot guaranty that this will fix the Bluetooth issue.

With this in mind, I am willing to cancel your account under the 14 day money back guaranty, but would need the handset sent out to me directly. Should you wish to take this route, please email me directly and I will advise you further.

Thank you once again for your correspondence and I look forward to hearing from you soon,

Kind regards."

My new email response to 3:

"Thank you for your email.

I am rather surprised with your response as the new
Nokia firmware upgrades fix the Bluetooth problem with
the original Nokia firmware V20.628.0.0.1. including
some other bugs, and yet 3 are unwilling to approve
them for its customers. Surely 3 customers not being
able to use their Bluetooth devices properly would be
a good enough cause for approving a manufacturer
firmware fix? If the new firmware does not assist
with any issues on the 3 network, it most certainly
would help its customers by allowing them to use the
phone and its capabilities as they are supposed to.

When is the new X series firmware upgrade for the N73
going to be released? Why can it not be guaranteed
that this new firmware will incorporate the Nokia bug
fixes that they have released in newer firmware
versions?

I find it totally outrageous that a product can be
sold with known problems and when a fix is available,
a network provider can refuse to allow it even though
it has no effect with them. Also that no warnings
were given on the 3 and Nokia websites regarding this
issue.

I have bought numerous accessories for my phone.
Returning it would see me out of pocket, not to
mention all the time I have wasted investigating why
my phone is not working properly and from going round
in circles with Nokia and 3 customer services.

Why can't 3 just approve the new Nokia firmware
release for the N73? It would make a large amount of
consumers happy instead of feeling extremely
frustrated."

"Thank you for your email and further queries.

Further to your queries about the firmware for the Nokia N73 handset, I can advise you that 3 are not obliged to release any software / firmware upgrades for handset which are locked to our network. As I have previously stated, the updates available on the Nokia website do not correct any issues for our network, they only assist with the manufacturer's facilities available on the handset.

The X Series updates will be available in December and the reason why this may not fix the Bluetooth issue is that this is a broadband connection upgrade and it may not entail any upgrade to the Bluetooth settings.

You have also reported an issue with the Memory cards, please could you advise me if these are genuine Nokia products as there is no need for any firmware upgrades on your handset when using these products.

Finally, I will reiterate my offer to you and advise that your account is still new and I am prepared to cancel this as a 14 day money back return as we are not able to correct the issues you have reported at this stage.

Thank you once again for your email and I look forward to hearing from you shortly."

My response to the above:

"Which governing body sets the rule that Network Providers are not obliged to release any software/firmware upgrades? I would like to be provided with their full contact details as there is obviously a big problem with the current regulation.

The memory card that I was trying to use, is compliant with the SD Card Association specification and was compatible with the N73. Do not take me for a fool by stating that a Nokia mobile phone has to have a Nokia
branded memory card. That would be the same as telling me that a Sony VHS machine can only work with Sony videotapes. This is not the case as I very much doubt that Sony produce all the VHS videotapes that are available to purchase or rent. I very much doubt that Nokia produce their own memory cards. More likely they are a rebranded card produced by Sandisk
or Kingston.

So what you are really telling me is that the firmware issue is the manufacturer's problem, which in this instance is Nokia. They should therefore make a firmware fix available to me so that my phone can function as it is supposed to?"

I feel that if I return my phone they have the easy way out, when I have spent time and money investigating which contract, purchasing accessories etc.

It will be interesting to see if they reply and say that it is for Nokia to give us the firmware upgrade. Otherwise there must be some sort of law against not allowing us to receive the firmware fix for the Nokia N73?

I have added this here as I believe that it is a problem for other phone models and those on other Networks and even those that have SIM free phones as Nokia has not yet allowed them to download the latest firmware.

There is a way to get round the problem and get the firmware but this invalidates the Network and Manufacturer's warranties.

I have contacted OFCOM and Watchdog.

If anyone has any useful advice please add to this thread.

thetargetarcher

zaccy wrote:

Well you could change your phone to a generic Euro1 product code and then flash to the latest unbranded firmware, most people are using the Music Edition flash.
Note: This does not unlock the phone from 3 network and probably best to change back to the original product code after the flash.

Try this link for relevant info.

http://www.allaboutsymbian.com/forum/forumdisplay.php?f=85

Yep I am aware of this method but like I stated it invalidates your Nokia and Network warranties. Therefore if you have any problems with the phone a Nokia Service Centre will be aware that your phone has firmware on it that it shouldn't.

thetargetarcher

Latest reply from 3:

"Thank you for your email and further queries.

I have been in discussion with our handset team and they have advised me that the firmware that you are talking about has not been made available to us from Nokia. The meeting for this has been set for Monday, as Nokia have made us aware that they are trying to correct the issue. We then have to verify this fix and assure that it will correct the issue on the handsets which they have built for 3.

Please note that I at no time implied anything by asking you if the memory cards were Nokia branded, the question was only to assist further investigation into your query.

In summary, I am awaiting further details from the Handset team and will advise you further once I know if the firmware is going to be released.

Kind regards, "