N95 keeps crashing and T-mobile aren't giving a replacement

rummy

I have an N95 which I purchased via phone from T-mobile on 29th Sept 07 but I've had constant problems with it. I can barely be on the phone without it always crashing and hardly use the functions without it crashing to the point that the only way it works is by removing the battery.

I've called T-mobile and they said they can only repair it but as I've had it for more than 28 days then I cannot have a replacement. He told me to take it to a T-mobile repair centre who sent me to a Nokia retailer to repair it. They told me it was a software issue and updated the software. This was last Tuesday. I've had the phone back and have used it for three days and on the second day it was crashing again.

I really just want a replacement or another phone altogether but they are not allowing me and are constantly just saying I can have repairs. It now seems to be with the repairs then with me and it's almost approaching the 6th month of the sales of good contracts and I'm worried after that I will have to prove it's faulty as they aren't replacing it. They also told me that it will take them upto 28 days to hand my phone back to me but by then I will be in the fifth month of the 12 months warranty so will only have a month to test it. T-mobile are saying if they cannot repair it, I will have to pay for the repair even if it's under warranty.

Is there anything I can do to get a replacement? I just want a different phone altogether, I hate the N95 soooo much.

I'd appreciate if anyone could give me some advice or help me.

chuckley

if repair takes x amount of time, their supposed to give u another fone and number for the meantime, if they cant and ur on a contract they will need to pay a portion of ur bill.

i dont c y their sayin u need to pay for repair, espesh as uve only had it for 5 months...

are u on a contract?

Ephemera

Rummy, have a chat with your local Trading Standards office, they will let you know exactly where you stand. Then you can call T-Mobile armed with the facts of your rights, and can avoid being fobbed off.
All the best and good luck!!

Eph.

bringmeshoes

unfortunatley if you have hadnset for over 28 days they do not have to offer a replacement the can insist on repair as the warranty is with the manufacturer not t-mobile, it may be worth trying to contact nokia direct as if the handset is faulty within the first 6 months it is up to the provider to prove that it was fit for purpose when it was purchased, however if it goes faulty after 28 days the onus is on the customer to prove that they handset wasnt fir for the purpose.

lawbunny

Hi there, I hope I can help you.

I don't know exactly who you've been speaking to, but someone's been telling you incorrectly. Whilst it is true that T-Mobile will only exchange the handset straight away within the first 28 days, outwith this period they will send the phone for repair 3 times: after the third repair, if the problem persists, T-Mobile will exchange the handset for you.

Relax regarding the six month issue: they never ever actually ask anyone to prove that the handset was already broke: they will just repair/exchange it anyway.

You will NOT have to pay for a repair if it is a fault which is covered by the warranty. It is only if the fault is not covered by warranty (ie water damage, misuse, accidental damage eg cracked screen) that you would have to actually pay. And trust me when I say with the N95 it is highly likely to be just a faulty handset.

As for your line rental: if you have another handset in which you can use the sim card then they will not refund you the money (and they can check if you've been using the sim). If, however, you do not have another handset and so have been completely unable to use your sim then call customer services and politely explain this to them and they will probably give you the line rental back. Failing that, e-mail [EMAIL="cust.rel@t-mobile.co.uk"]cust.rel@t-mobile.co.uk[/EMAIL] (comments and complaints team) who are more likely to be accommodating.

alnsv1000s

This problem is a software issue but the problem is that the latest software for a TMobile branded N95 is v12.

I have debranded my N95 and use Nokia Software Updater to update to Version 20, which gives approx 6mb of extra RAM available and 30% better battery life.

Taking pictures is a lot quicker and my N95 has not rebooted itself since doing this.

Do a search on this forum for Nokia Debranding and there is a thread advising how to do it yourself by changing the product code in Nemesis Service Suite using your original cable and then updating using Nokia Update Service.

Unfortunately the problems you are getting are common and very rarely a hardware problem.

If you get stuck PM me and I can do this for you for the cost of the return postage.

I now do it to all the N95 I sell.

nickmack

alnsv1000s wrote: »

This problem is a software issue but the problem is that the latest software for a TMobile branded N95 is v12.

Unfortunately the problems you are getting are common and very rarely a hardware problem.

This is spot on. The Nokia N95 still has rebooting issues in v12 and has done in all previous firmware I have tried.

I'd find it unlikely it's a hardware problem, and as the latest version for T-Mobile is currently v12, it's not going to go away by sending it away to upgraded.

You may want to follow what lawbunny suggests, but even getting a new phone is unlikely to solve the issue. I live with the occassional reboots on my phone because it's otherwise excellent.

You could put it to T-Mobile the rebooting issues have been present in all including the latest firmware and as they currently don't have a fix, you want out of the contract with no penalty.

diamonds

or change your product code & get Nokia's N95 firmware

rummy

ooh I'm really sorry I never came back to thank you all for your advice on that so I just wanted to say a big thanks to you all (a good 7 months on but I didn't forget that I owed you guys that "thanks")

Thanks again!:j:rotfl: