Useless Smartphone - EE/Carphone Wharehouse/MS

today27

Hi, I've had an ongoing problem with my "smartphone"


it is a Nokia 635, its on contract with EE, which I got via Carphone Wharehouse


The problem is, the phone does not have enough RAM/Memory to run even the apps that came with it, the internet browser crashes constantly, news crashes, skype, almost every app crashes because it doesn't have enough memory


Frequently these crashes leave my phone locked up for 10-20minutes at a time -as a result, i cannot answer calls, I've missed calls from clients, doctors, hospital admins and more




I have spoken to Carphone Wharehouse, EE and MS, each of them tells me that the problem is not theirs, and refuse to change the phone.


The only offer I have had was for £25 credit on my bill and for the phone to be sent to the repair center.


The phone is not broken, it simply cannot perform the functions of a smartphone because it is badly designed


(a quick search on google for "Nokia 635 internet crash" reveals the extent of this problem; ie thousands of users have the same problem)


I've been trying to get a replacement phone (a different model completely) for ~6 months now, everyone is either refusing to take responsibility, or telling me its not possible, or the last offer I had of £25 credit and have it sent to a repair center.


I ask why they could not just send me their cheap £49 smartphone (pointed out that their offer of £25 credit, plus the £11 EE would give me if I sent the phone in for recycling, would mean they would be only out £14 - but, they refused.


Now I have been told the only thing I can do is wait another 8 weeks before they will allow me to progress the case to an independent


obviously another 2 months paying for a 4G contract I cannot use, is unacceptable; I have 2 contracts with EE, and at the end of the contracts they will have had close to £2000 off me...and they refuse to suck up £14 so that I can have a phone that does what it says it should do




Any advice?


:think:


I've run out of ideas, but I refuse to continue paying for a service that I cannot use; and i don't see how they could enforce a contract if I am unable to use said service?

grumbler

What is certain, is that EE have nothing to do with this, have no obligations and don't owe anything to you. So, everything they offer is a goodwill.

If it's 512MB model, then it's hardly a surprise that you are having problems with modern memory-hungry apps, especially if some are running in background. Does Windows not allow moving apps to the SD card to free up some memory?

JJ_Egan

As above why not sell it and buy something with more ram .

>>>but I refuse to continue paying for a service that I cannot use; and i don't see how they could enforce a contract if I am unable to use said service? >>

If you stop paying a valid contract they will simply pass it to a debt collection agency and trash your credit record for the next six years .

today27

grumbler wrote: »

What is certain, is that EE have nothing to do with this, have no obligations and don't owe anything to you. So, everything they offer is a goodwill.

If it's 512MB model, then it's hardly a surprise that you are having problems with modern memory-hungry apps, especially if some are running in background. Does Windows not allow moving apps to the SD card to free up some memory?

can you explain further why EE doesn't "owe me anything"? are you saying this is carphone wharehouses problem? or something else?


I've been going back and forth between all 3 companies involved, all claim it is not their responsibility - this is the question I am actually asking, who really is responsible for sorting this out? they all claim it is the responsibility of the other


If I am sold a phone which is described as a smartphone, along with a 4G data contract, but the phone cannot infact access the internet or do anything much that a smartphone is supposed to be able to do, well then I feel i am actually owed something, ie the thing I am paying for! (its my statutory right to have a product or service which meets the description and purpose it is sold for)

RAM and storage aren't the same thing, SD card wont have any impact on the RAM

christaitfife

The issue here is that the phone you chose does not meet your needs. The RAM in the device is what was advertised and stated. The phone was your choice so if it does not do what you want it to do it was you who made a poor choice. Whether or not you knew what you were doing is not the fault of the store or your network.

Think of it like going to a shop and buying a steak and onion pie. It states on the ingredients that it contains carrot. You get home and start eating it and it is at this point you discover it has carrots in it (because you didn't look at the ingredients before buying). You don't like carrots so you take your partially eaten pie back to the shop and ask for it to be upgraded...

All your fault, I'm afraid. Take the good will offer. Sell your phone on eBay and buy a cheap Chinese import.

grumbler

today27 wrote: »

can you explain further why EE doesn't "owe me anything"? are you saying this is carphone wharehouses problem? or something else?

Yes, CPW's - supplier's under SoGA.
Or Nokia's - under their warranty.

For SoGA see: Consumer Rights

However, if it's not a fault, your chances are slim.
FF crashes sometimes on my PC too, but this doesn't mean that the PC is faulty.

If I am sold a phone which is described as a smartphone, along with a 4G data contract, but the phone cannot infact access the internet or do anything much that a smartphone is supposed to be able to do, well then I feel i am actually owed something, ie the thing I am paying for! (its my statutory right to have a product or service which meets the description and purpose it is sold for)

If it were that simple there wouldn't be so wide variety in smartphones' specifications, similarly to PCs.

RAM and storage aren't the same thing, SD card wont have any impact on the RAM

I am no expert, but moving apps to the card is a common advice to improve phone's performance. So is uninstalling unneeded apps. I think 'storage' is used by the OS and apps too, and they struggle if it gets full.

JJ_Egan

(its my statutory right to have a product or service which meets the description and purpose it is sold for)


Can we see this description that you are claiming ??

No place have i seen a standard that a Smartphone must be and must do this that and the other .

My first Smartphone was also 512 meg and required use of one app at a time .
Factory reset actually improved it every so often .

d123

today27 wrote: »

it is a Nokia 635, its on contract with EE, which I got via Carphone Wharehouse

The problem is, the phone does not have enough RAM/Memory to run even the apps that came with it, the internet browser crashes constantly, news crashes, skype, almost every app crashes because it doesn't have enough memory

I have spoken to Carphone Wharehouse, EE and MS, each of them tells me that the problem is not theirs, and refuse to change the phone.

The only offer I have had was for £25 credit on my bill and for the phone to be sent to the repair center.

I've been trying to get a replacement phone (a different model completely) for ~6 months now, everyone is either refusing to take responsibility, or telling me its not possible, or the last offer I had of £25 credit and have it sent to a repair center.

I ask why they could not just send me their cheap £49 smartphone (pointed out that their offer of £25 credit, plus the £11 EE would give me if I sent the phone in for recycling, would mean they would be only out £14 - but, they refused.

Now I have been told the only thing I can do is wait another 8 weeks before they will allow me to progress the case to an independent

obviously another 2 months paying for a 4G contract I cannot use, is unacceptable; I have 2 contracts with EE, and at the end of the contracts they will have had close to £2000 off me...and they refuse to suck up £14 so that I can have a phone that does what it says it should do

Any advice?

I've run out of ideas, but I refuse to continue paying for a service that I cannot use; and i don't see how they could enforce a contract if I am unable to use said service?

The network has nothing to do with your phone problems that a retailer completely independent of them sold you.

Your solution of least resistance, sell the 635 on Gumtree, a forum or eBay and put the money towards a newer model.

The Lumia 550 has 1GB ram if you want to stay with WinPhone and is about £60 from CPW on PAYG.

DCFC79

Why have you let this drag on for so long, you could have got another phone at an earlier stage.

Have you tried doing a factory reset ?

today27

a smartphone at the very least must be able to give the user access to the internet, this phone is incapable of doing that - it is also incapable of loading many other apps that came with it




the phone was not sold to me "independent" of the network provider, it is being paid for VIA my network provider on a contract.


why has it dragged on so long? because as I said, no company accepts any responsibility for it




fact is, I am paying for a 4G connection and a 4G phone, the phone is incable of giving me access to internet services (both using the web browser, and the built in apps)




have I tried a factory rest? Several times - as I said, this problem is one that thousands of users of the Nokia 635 are facing, because the phone does not have enough RAM to run the apps it came with, including the internet browser.






this is not "occasional" crashing, this is CONSTANT crashing, ie unusable.








tbh I was hoping someone would have some actual information for me on who is responsible for dealing with this, tbh seems like lots of guess work? I'll try CPW again though...

mije1983

today27 wrote: »

tbh I was hoping someone would have some actual information for me on who is responsible for dealing with this, tbh seems like lots of guess work? I'll try CPW again though...

grumbler told you exactly who is responsible earlier on in the thread.

grumbler wrote: »

Yes, CPW's - supplier's under SoGA.
Or Nokia's - under their warranty.

For SoGA see: Consumer Rights

However, if it's not a fault, your chances are slim.

It has nothing to do with EE if you say the 'fault' is with the phone.