Hi,

I have entered an 18 months mobile contract with 3 network on 04-Mar-08 (by calling their Customer Service) and got Nokia 6120 handset. I have a problem with the handset. The handset heats up so quickly that I could not speak for more than 3 minutes and also can’t keep the mobile near my ears.

I called customer service on 10-Mar-08 to complain about it. They told me that its a known issue with Nokia 6120 and 3 is talking with Nokia to solve this. I asked them that If the already know about the problem they could have advised me not to take this phone. They told that they will REPLACE my Nokia 6120 with Nokia N73 and will be a door-step exchange. He then checked for availability and told me that 3 do not have N73 stock right now and told me that I am in 14 day cooling period until 18-Mar-08 and asked me to call next day if stock has arrived so that they could exchange the handset.

I called 3 customer services today (11-Mar-08) to enquire about the availability of N73. One of the CS staff from exchange team was rude and told me that they cant replace Nokia 6120 with N73. I told her that I was infomed yesterday that I will be given N73 as there is a known fault with 6120 handset. So asked sorry for what they told yesterday about the exchange and now they can only give me another 6120 (which again will have the same heating issue as its a known issue). I asked then what happens if the new handsets that was given also has the same heating issue. They replied that they will repair the handset.;

My concern is

1. Since am in the initial 14 days period, can I cancel the contract?

2. If not can I demand for N73 which they offered yesterday and then denied today? I don’t want to use 6120 which as know heating up issue and also affects my ears.

Advise me on this.

Thanks

Hi there,

If your contract says you can cancel within 14 days then im guessing you can. Check the small print.

I had a problem with a handset from O2. It was their policy to give me up to 3 replacements/repair of the same handset before they would give me a different make/model.

hi there mate!

now don't you give up,i had the same problem and i blasted them the 3 network with calls/regarding this 6120 handset was damaging my hearing ohhhhh so much heat!

this was about 5 months into the contract....so i used the speakerphone.....could not stand the heat!

in the end they said we will exchange it for a nokia n73 black ......which they did after 1 week.....said next day...

good luck

any problems let me know

Hi there,

If you're still in the 14 day cooling off period you're well within your rights to cancel. As long as the phone is in good condition and you pay any charges you may have incurred.

Also, the one thing you should make sure you do when you're offered a deal like the N73 in exchange for the 6120 is ask the customer service rep to make a note of this on your account and that you will be phoning the next day and to note that as well. Also ask for their agent number and last name, and take a note of this, then you can refer to them when you're calling back.

usually when you phone back you don't get challenged about it because the rep can see that you've already been offered it. You have to understand it from the rep's position. They get calls all day from people who claim (and im quite sure your claim is genuine) that they've been offered this and that with no proof to back it up. So the best thing to do is make sure you can back up your claim and then there's not much they can say to that! :oP

Anyway good luck hope you get it sorted.