Help with a letter I want to send to Nokia's CEO

top_drawer_2

As per the title really, I've had loads of trouble with my Nokia phone. Not sure if I am onto a loser really but I cant afford to just drop it as I am finding money to be quite tight at the moment.


Dear Sir,
I have had a Nokia X6 sat in the drawer now for some months and happened to mention why this is to a friend who kindly passed your details on.
Earlier this year I contacted the Nokia technical team at the suggestion of my network provider 02 as my device continually misbehaved stating “connection error” and cut off calls. I originally purchased the phone on a contract with Three who had been hopeless at resolving the issue – something I feel angry about as had I not been messed about for such a long time I would have been within the warranty. I explained that I was outside the warranty period by approx one month.
Nokia technical support guided me through performing both soft and hard resets which for a short while seemed to resolve the issue. However, an hour later the screen displayed a message stating “sim card registration failed” although I had been able to have a phone conversation beforehand. Later the screen stated “connection error” and terminated a call. Your technical advisor stated that these were “normal”; the network being too busy as this had only begun recently.
I was advised to visit the contact centre in Preston in order to receive additional support. I explained all the above and he was willing to help, however due to me being unable to prove that I was the first purchaser he was unable to help. After much ado I managed to get Three to provide this proof. I then returned to the contact centre who now said that he was unable to help me unless I paid him £50 as the phone could only be sent away as a chargeable repair it being outside the warranty period.
I spoke again with technical support who sent me round in circles once more insisting that I should send the item away but not being able to due to the website stating that due to being outside the warranty period.
Finally I telephoned the Nokia Contact Centre where after being sent around in circles I was finally referred to speaking to the Out of Warranty team who recommended that I send the device to your service centre where they would evaluate the cost of repair. However, the cost of this would be around £20 with no guarantee that you would be able to successfully repair my phone.
The lady requested that I provide the dates at which I had contacted Three which I could do, however then she wanted this on headed paper – something which would cost me around £10 and take 40 days as Three view it as a data request. I object to paying this particularly as she was unwilling to offer any guarantees as to whether they would make an exception.

Not a clue how to end.

Ta

hcb42

I think you need to be less wordy and include more facts - date of purchase etc, as it is too easy to get lost in that tale..

verityboo

I think as well as the above advice you need to state clearly what you want

System

The CEO of Nokia will have absolutely no interest in this problem.

SuperHan

Are you aware that you have no contract with Nokia and that they have no obligation to repair your phone free of charge or otherwise?

Your letter would be better directed to the CEO of the 3 network, who are the ones who are contractually obliged to resolve your issue.

Hintza

Looks like a love letter to me.

wimblewomble_2

the CEO of Nokia is a director. his skills are more macro-management and strategic thinking.
he probably owns an iPhone anyway, and wouldn't know one end of an X6 from t'other, as hes probably managing roll-out of next generation of phones!
all hes going to do is pass it on the relevant department, ie, a technical one.
apart from which, as has been suggested, its not Nokias problem, but Threes.

good luck anyway.
the out of warranty bit is the thing that is most frustrating, as legally and contractually they are not obliged really.
how long on your remaining contract?
can you upgrade/move, change your deal?
if you are a good customer, and you play the game well, you can get better phones/packages when renewal time comes along.

somethingcorporate

That will get filed right in the bin.

You need to complain to 3 as has already been mentioned. It is also far too waffly / emotional. Make it short, sharp and to the point. Keep it professional and it should get some attention.

top_drawer_2

SuperHan wrote: »

Are you aware that you have no contract with Nokia and that they have no obligation to repair your phone free of charge or otherwise?

Your letter would be better directed to the CEO of the 3 network, who are the ones who are contractually obliged to resolve your issue.

I understand that but since when I started the process I was only out of the warranty period by around a month I hoped they would take pity on me so to speak and at least have a look to evaluate how much a repair will be.

wimblewomble wrote: »

the CEO of Nokia is a director. his skills are more macro-management and strategic thinking.
he probably owns an iPhone anyway, and wouldn't know one end of an X6 from t'other, as hes probably managing roll-out of next generation of phones!
all hes going to do is pass it on the relevant department, ie, a technical one.
apart from which, as has been suggested, its not Nokias problem, but Threes.

good luck anyway.
the out of warranty bit is the thing that is most frustrating, as legally and contractually they are not obliged really.
how long on your remaining contract?
can you upgrade/move, change your deal?
if you are a good customer, and you play the game well, you can get better phones/packages when renewal time comes along.

I completed my contract with Three in April and went onto 02 PAYG, I cant upgrade as I cant afford to commit at the moment to another contract. I'm not very good at this game.

Do you think I have any chance?

Jenny

SuperHan

It is still 3 who are required to act.

You did the right thing to approach the manufacturer because they may have done something as a goodwill gesture, but complaining to them is futile, as they have no obligation to fix your phone at all.

The best thing to do is pursue 3 under the Sales of Goods Act as you have 6 years from the date of the original purchase to claim for a purchase that is inherently faulty. Read up on the sticky on this forum. Hope this helps.

top_drawer_2

So something more along these lines:

Dear Sir/Madam,

I am writing to you to complain about a mobile handset that I received under a contract agreement on DATE.

As per the Sale of Goods Act I understand I have 6 years from the above date under the premise that the device is inherently faulty.

The issue is that the handset cuts off during calls - each time stating "connection error" the device also regularly states "Sim card registration failed."

I have spoke with the manufacturer at length without success.

I eagerly await your reply.

Yours sincerely,