Beware of the Nokia 6120c. Faulty product

This is my sad story with the Nokia 6120c.
First of all let me explain that I´m not a Symbian newcomer, 6120c has been my third Symbian s60, so I´m pretty familiar with such toys.
I bought my 6120 classic for christmas, because the feature set and the weight seemed impressive for the price point ( arround 250 euro ).
My first impression was that althoutgh the mobile was fast and nice, the build quality was worse than my previous S60s (N70 and n-gage). This was specially evident in some plastic pieces: The battery cover was like 1mm loose in all directions and the plastic cover for the loudspeaker was a little weak also... But anyway I was pretty satisfied of my purchase.
After a couple of days the phone started to have random problems with the sound. The mobile vibrated but no sound appear from the loudspeaker neither from
the earpiece. The phone was not even able to reproduce sounds even in the music player or in the modes screen. The only way to recover It was to turn on and off the phone. And no! the phone was not in silent mode After searching on google I was able to find that it was not an isolated case, the net is full of such reports, References:
/discussions/board/message?board.id=phones&thread.id=24666&view=by_date_ascending&page=1
/discussions/board/message?board.id=phones&message.id=32238
This is such annoying failure because you loose calls as you can not hear the caller, you need to reboot the phone and call later...
After 4 or 5 incidents in two weeks I started look for a new firmware after noticing that there was no new firmware in NSU. The only thing that I was able to find was that there was a new version 4.21 that appeared on early December but was pulled in a hurry from the NSU servers after 3 or 4 days ( I'm myself a firmware engineer and I know what this means ... ).
Reference:
/discussions/board/message?board.id=swupdate&thread.id=19348&view=by_date_ascending&page=1
Last Monday January 7th tired of problems I returned to the shop and after explaining the story, the shop manager give me a new one. The funny thing was that he asked me if my Sim card was old. He claimed that the phone had problems with old sim cards... After googling a little i was able to find some references to that in Italian forums...
It seems that in Italy they are quite happy with the product...
The new phone had also problems with plastic pieces, again the loose battery cover and now the memory card door was loose and produced a rattling noise on vibration... Again I could accept that, I wanted the mobile.
After a week the phone has done the same than the previous one several times, today... 3 times!
Again I have checked for new firmware but the only thing that I have found is that Nokia has even pulled the support of 6120c from NSU. Hey this guys are having a real problem...
Not knowing what to do I have decided to give Nokia a late chance and call the care line in Spain +34 902404414 to contact an operator and ask if the issue was known and Nokia was doing something. The guy seemed to know nothing, and was absolutely uninterested, the only answer was go to the care point and install new firmware. On my question of if there was a new firmware he answered that he did not know... He was unable to log a case to any escalation team, he said to me to send an email throught the web...
Tomorrow I´m back to the shop to have a refund... I do not want another unit. I´m totally dissapointed. Nokia you have lost a good customer, a fan...
For your info
Both mobiles were 6120c-1 rm-243 Firmware 3.83 B1.04, the sim is a brand new one from the spanish operator Yoigo and I am using a sandisk sd micro of 2GB.
Moderator Note: Removed link to non-English website.
Message Edited by linwood on 15-Jan-2008 03:38 PM

My 6120 doesn't have gaps or anything - I mean, that it's built okay. But, after a month of owning it, my navi key broke in half. That's kinda like...impossible. It didn't fall or anything, just regular using. It was replaced by the warranty, but that's still odd.
Overally I am also quite satisfied with the phone, especially for it's looks.
Anyway, now I have a new problem. Java applications run slow. For example even city blocks doesn't run smoothly. It has the newest (4.21) firmware.
Moderator note: e-mail address removed. It is unwise to publish personal contact information on any web forum open to the general public.
Message Edited by michaels on 06-Apr-2008 08:14 PM

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The Nokia vs Customer Service Challenge

Nokia, let's see what your made of?
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Right now having had two posts removed as they are 'disrespectful to Nokia' or involved pm from Nokia, I try again (hopefully this is anodyne enough to get through):
Used to be nokia Fanboy not so any more (too old and see below):
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Compare and contrast friend has problems with HTC Desire (slow to boot/turning itself off occasionally). Replaced within week of first phone call.
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E72 talk with the nokia customer care

i tried to talk to them with all the problems we E72 users are facing, but seems somehow that they either keep avoiding the question, or don't answer the question, but give answers that slightly have something to do with the question. either way their replies don't help whatsoever.
I tried to ask them to send a software engineer to look at our problems, I asked twice and they didn't answer both times.
[Sent: 06/09/2010 03:06:25 PM]
Hi, I read that there is a new release for the E72, v51.018. From current posts in Nokia's discussion page, many of the problems that existed in v22.007 and v31.023 were not resolved in v51.018.
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"Altogether 450+ errors are fixed"
Would you also be able to request an engineer to the Nokia Discussion forum in order to clear up any misunderstandings that current E72 owners have? that would be greatly appreciated.
Thanks
Nokia Reply [Sent: 06/09/2010 03:06:25 PM]
Thank you for emailing the Nokia Care Contact Center.
We apologize for the confusion that we may have caused you. In response to your inquiry about the availability of the latest software update for your Nokia E72, please be informed that update availability is based on many things, including existing Nokia device software version, country, and operator. It may be due to one of these variables that your Nokia device is not eligible for updates.
Please note that your mobile service provider, operator, or carrier may not have approved the latest Nokia device software available.
Nokia produces many different variants of each product (for different countries and languages) and not all variants have the latest Nokia device software. It is our priority to update all variants as quickly as possible, and we apologize for any delay.
New software may become available at a later date and to get a notification when new software is available for your device, register with My Nokia and subscribe to email or SMS notifications.
New Nokia device software is released on a regular basis, but please note that not all countries and operators support the latest version.
Kindly refer to the link below to manually check for the latest available software update for your handset:
http://www.nokiausa.com/get-support-and-software/software/device-software-update/can-i-update
We greatly appreciate your patience.
Should you have questions or concerns please do not hesitate to email us back and we will be more happy to assist you. To ensure proper handling of your case, kindly continue using the current subject line.
[Sent: 09/09/2010]
So, each E72 that has a v51.018 update are all completely different updates depending on the various E72 (singapore, North America, etc)? FOr the E72 that already have the v51.018 update available, many people have said that they are still experiencing problems that have been present since earlier firmwares.
Is there a location where we can see what changes are made on the varient E72 updates? Currently I have an E72-2 (North America) and I saw that the update is not out yet for the North American version.
Nokia Reply [09/09/2010]
Thank you for emailing the Nokia Care Contact Center.
In response to your inquiry, we are sorry to inform you that the specifications of the latest firmware is not available to our website. However you can check the latest firmware of your device on our website. I will be providing you the link for you to visit for more updates regarding our software updates:
http://www.nokiausa.com/get-support-and-software/software/device-software-update/can-i-update
THIS REPLY DIDN'T HELP ME AT ALL
Sent [11/09/2010]
On that website you provided, I did not see any message updates regarding software updates, merely whether my E72 model is eligible for a firmware update. Can you provide me the link with Nokia message updates regarding current firmwares? Also, there hasn't been much support on the nokia discussion forum about the current problems that the new firmware is experiencing. What is the update on that?
Is there any way of downgrading? many people have said that the out-of-the-box firmware version was the most stable and that the v31.022 and v51.018 were very unstable compared to the original.
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Nokia Reply [11/09/2010]
Thank you for emailing the Nokia Care Contact Center.
In response to your inquiry, we really do want to help you with your problem because we know how important it is to you that your device will work well. However, we are sorry to inform you that there is no way for us to downgrade a device once it has already updated into a newer updates. We recommend that you send your device to our repair center for us to evaluate your device. We will be providing you our repair instructions below:
1. On your computer, visit the link below:
http://www.nokiausa.com/get-support-and-software/repair-and-recycle/repair/repair-locator
2. Key in your device's IMEI/serial code or WLAN number and your Zip code.
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Sent [11/09/2010]
I just went to the web link you provided, and it said that my warranty is still valid, however it has given me 10 days to mail in my device, otherwise i need to provide proof of purchase. Did i accidentally activate something? I merely input my serial number to see what my options are.
At this time, my phone has no problems, as i have not upgraded the firmware, BUT i am stresing that other owners of E72 are experiencing firmware issues, and I am asking if there is any way for a software engineer to investigate these issues so that future firmwares will have many issues solved that customers have found?
Nokia Reply [11/09/2010]
Thank you for emailing the Nokia Care Contact Center.
We apologize for any inconvenience that we may have caused you. In response to your queries, we would like to inform you that you did not activate anything when you verify the warranty of your Nokia E72. No need to worry about the online warranty verification.
In regard to the firmware update, updating the software of the handset will fix minor and major software issues that is causing and can cause issues. It is not our intention to provide more problem with the update that we are releasing. The main goal of the updates is to improve the device’s general performance.
basically the conversation went in a full circle.. its obvious the firmware is to IMPROVE the performance of the E72, but it would be very helpful if a software engineer can SEE the problems that we are facing. Basically we are the guinea pigs who are testing the software stability, and they are the ones programming.. If they are not going to look at the problems we have exploited, there will be no solutions for this phone.
Questionz, E72

25-Aug-2008 03:39 PM
grschinon wrote:
Romania is a member state of the European Union. As such you have a 24 month guarantee on the phone that any Nokia Care Point is bound to honour. If they refuse to repair your phone under warranty simply because you've had it for more than 48 hours, ask them for that in writing and send it to Nokia headquarters in Finland.
Also note that no Nokia representatives follow these user-to-user forums in a professional capacity. There are forum moderators, but they have no function other than their title.
Do you have a contact of Nokia headquarters in Finland to send e-mail ( it's can help me if i get a troubles with my N95 )?
Nokia! Take a care for me and we real say THANK YOU NOKIA and you can collect a more money

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Hi HP representatives,
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WHY ARE YOU SELLING ME FAULTY PRODUCT AGAIN AND AGAIN? (Any bad karma of mine that you know about??)
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Should i only spend my weekend running to your store for replacement, now that i have bought a product from you?
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But, I thank you for helping me improve my health (by running across the town) and increase my nation's GDP by spending my cash on useless travel (After all my cash is not important)
I had been a fan of HP and thank you for making me realize, the hard way, that it is also about undergoing an awesome product and service experience
I thank you for the valuable lessons in chicanery.
I FEEL ENLIGHTENED NOW!!
I am probably planning to go and visit the store again and roar again under the blazing summer heat with fewer dimes in my pocket and less time to spend for myself!!
Thank you & <3

Greetings!!!
I went to the store and to my delight I was handed the third defective product. A HATRICK!!
I like Lana Del Rey have managed to find my "SUMMER TIME SADNESS"
After I called up the customer service once again (from the store itself), I was informed that
This is a rare scenario!! (BUT NOT FOR ME). In my life's sample space I obtained 100% defective product from you
Guarantee of providing a well working product can never be given
Reimbursement of money, i paid for the product, is in oblivion
I will never know if any actions will be taken for the 3X glitches i faced ( Some new protocols have been initiated which are confidential)
The vendor said me that he would take care of the new complaint and get a DOA certificate. Also, with the vendor's support I got the HP Pavillion X2 (Since, i did not want to lose out on the money i paid before and did not know if HP would pay me back so that i could walk back home with the money i spent).
A good friend of mine now says me "I run more than my computer"
I am praying to God that this time the new computer works ceaselessly...

Beware of the Nokia 6120c. Faulty product

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