Issue with Mobile Phone purchase Nokia (HMD) - 2023

superleeds27

I'll try to keep this as short as I can.

We bought a Nokia G60 5G phone direct from Nokia (HMD) back in July 2023.

The problem
Fast forward to May 2024, we had an issue with the device not installing a monthly security update. We spoke to the support team and they said that this is normal (First I've heard) and that a future update would be pushed eventually that would fix the issue.

October 2024 arrive and the May update still won't apply (This means that the device was missing May/June/July/September patches). Then one night early October the phone basically dies, won't boot, just keeps boot looping.

We start an RMA for repair with Nokia and the device heads off to Romania to be repaired and is returned back a week later, no notes to state what was wrong or what had been fixed. We believed this would fix the boot loop and also fix the issue with updates not installing.

November comes around and the monthly update refuses to install again. So we got in touch and were told the same thing, future update will resolve this etc.

An update arrives in December that does seem to install. (This looked more like a full system update rather than a patch. 2gb vs 60mb)

February 2025 - We're now back to having issues with the phone updating. Installation failed. Every time we try to resume we just get the same error message. The other device in the house has installed this update fine

Complaining to Nokia (HMD)
At the end of November 2024, i sent an email to Nokia (HMD) basically complaining about this issue and asked them, why this was happening to this device. (We have another one, same make and model and that's been fine) I asked why this wasn't sorted when the phone was in for repair. I kept getting generic emails back about it needing to be sent in for repair again. Basically copy and paste answers.

On the 2nd December I received an email saying that my case had been escalated to the relevant department and that I'd hear from someone soon.

4th March. Still haven't heard anything back from them.

I suppose the questions I have are:

• What should I be looking to do next. Emails seem to be getting ignored via the generic support email address
• Where do we stand with the phone? We believed it would be repaired once and that would be that sorted. We're still having the same issues
• This doesn't seem to be a generic issue with that particular make and model, we have another device that has no issues with installing updates.

Any advice here would be appreciated

Aylesbury_Duck

In all honesty, given the likely value of a two year old phone that you can buy brand new today for £150, I'd just buy a new handset.

Then I'd go about chasing Nokia for what you can.  The onus is on you to prove an inherent problem with the handset, which means getting a local phone repair shop to confirm in writing that it's faulty.  With that, you go back to Nokia and exercise your consumer rights.  They should then repair it (which doesn't sound hopeful, given they've failed to do so already), replace it (you could then sell one of the handsets) or partially refund you its present value.

Alderbank

I think they are unlikely to give you a new one because Nokia say G60 has now been discontinued and is no longer available. They also said it would only receive 3 years OS upgrades and monthly security updates from the 2021 launch date which might be related to your problem although I note that your second phone is still receiving updates.

Nokia say the G60 5g has a 3 year manufacturer's warranty so I assume your claims so far have all been under that warranty?

superleeds27

Alderbank said:

I think they are unlikely to give you a new one because Nokia say G60 has now been discontinued and is no longer available. They also said it would only receive 3 years OS upgrades and monthly security updates from the 2021 launch date which might be related to your problem although I note that your second phone is still receiving updates.

Nokia say the G60 5g has a 3 year manufacturer's warranty so I assume your claims so far have all been under that warranty?

The updates arrive fine, they just don't install. Guaranteed updates until December 2025

This was an issue that was supposed to have been resolved when it was previously repaired

.Aylesbury_Duck said:

In all honesty, given the likely value of a two year old phone that you can buy brand new today for £150, I'd just buy a new handset.

Then I'd go about chasing Nokia for what you can.  The onus is on you to prove an inherent problem with the handset, which means getting a local phone repair shop to confirm in writing that it's faulty.  With that, you go back to Nokia and exercise your consumer rights.  They should then repair it (which doesn't sound hopeful, given they've failed to do so already), replace it (you could then sell one of the handsets) or partially refund you its present value.

Think this is probably the way