Readers let off steam

Many readers responded to the 3 Mobile article in the June issue despairing about phone problems they experienced – here is a selection of their letters

I read the article in Constabulary and thought I’d let you know
about the mountain of problems I had with 3 Mobile.

In a nutshell, I had the same phone, which was sent back five
times for the same problems you described and, eventually, they gave me the C902 – after a lot of screaming and shouting I might add! However, this phone has been sent back twice now and is just as bad.

Lucky for me, the manager in my local store was extremely
helpful and argued on my side. She informed me that Sony recalled the first batch of K850i phones released due to numerous problems but 3 Mobile customer services denied this.

Hope this assists and let me know if you need more information. Luckily, my contract is up next month – here I come T-Mobile.

JL, Metropolitan

I too have had problems with 3 Mobile. I took out a contract in May 08 and got a Sony Ericsson W890i. The battery needed charging every day and it randomly turned itself off in my pocket.

A 3 Mobile store said its software needed upgrading and did
this three times but it didn’t work and each time it wiped off all my information on the phone. They would not replace the phone.

I then sent it off for repair. It was sent back to me claiming
nothing was wrong with the phone or battery. The next day it turned itself off again.

I rang customer services, was on for halfan-hour and all they suggested was to send it back again.

I sent a letter to head of operations asking for a new phone
under the sale of goods act and await their reply. Three of my
work colleagues have the same model – and the same problems.

LH, Derbyshire

I wouldn’t normally reply to your kind of article but the K850i is
such an awful phone I felt moved to write.

I bought one about 18 months ago. It had a great camera
but, as a phone, it was rubbish. The touch-screen facility
(which isn’t really a touch screen) meant that ringing or texting people by accident was a regular occurrence.

The battery life was rubbish as well, and the set-up and
software was absolutely useless. I have had many mobiles, although this was my first Sony Ericsson so I thought it was just that.

After a few months it was clear that the K850i is simply no
good at all as a phone. I lost patience with mine and sold it –
still within its guarantee period for what that’s worth – on eBay
and bought a Nokia N95 instead.

I would never buy a Sony Ericsson of any description again.
I also know that the guy who bought it from me has had some
problems with it freezing and shutting down unexpectedly.

I don’t know if that helps but it makes me feel better that it
wasn’t just me that suffered with the K850i. As far as I am concerned, the phone is not fit for purpose.

NG, Leicestershire

I went on a twelve-month contract with 3 Mobile as my partner was with them and said they were the cheapest monthly contract. Yes, they were cheaper than most other networks but I never had a phone that worked for 12 months.

I had the Nokia 6500 slide to start with but I could rarely get
a signal, it would cut off halfway through conversations and the buttons constantly froze.

I spoke to customer services many times and they asked me
to send it back for a repair as it was a fault with the manufacturer. So I said I did not want that phone and asked for another model.

They told me I would have to pay or I could just have the 6500 classic, which turned out to be worse than the slide one as it never worked. I spent endless hours on the phone to 3 Mobile with no real help or advice at all.

I was without a phone once again as the 6500 classic had to
go away for repair. The phone was returned to me, apparently
fixed, but it broke again and had to be sent back again.

After a catalogue of other problems with my phone and 3
Mobile, I can honestly say I have never experienced such poor customer service in all my life. I would never recommend anyone to go with 3 Mobile.

I understand exactly how you feel about your mobile-phone
nightmare, it is so frustrating and no one at 3 Mobile ever seems bothered to help you.

I emailed and wrote to them endless times and no one even
acknowledged me.

JS, Derbyshire

I had a similar problem with the same phone, which my wife
bought me as a Christmas present. I had one or two problems whereby the battery suddenly and inexplicably discharged overnight and I, like you, was charging the phone on a daily basis.

When I had owned the phone for just over a year (surprisingly) it just suddenly stopped working. I took the phone to a local repair shop and the very knowledgeable guy informed me that the phone needed a software download but he could not guarantee any downloads would be saved.

On returning to the shop a couple of hours later, he told me
that the download was not available and the phone was effectively goosed. As the phone was out of guarantee I ended up selling it to Mazuma for £18 and buying a £13.95 Nokia to replace it – which is one of my most reliable phones ever.

IC, Cleveland

I read your article and it all rings true. I have had two previous
Sony Ericsson models and they were great, the ultra reliable
W800 has continued its service as my regular stand-in when the 850i is away for repair!

I’m with T-Mobile, who have been good in sending downloads
and updates that I can download straight to the phone.

They also took the phone back on three occasions for software fixes and once for a new keypad. I agree with you though, all this shouldn’t be necessary.

The difference seems to be that T-Mobile admits that it is a
bad phone. The people in the call centres said that these are common faults and the guy in the shop said he had one personally and hated it as it was the first Sony he had trouble with, but again, loads of people were bringing them in with problems.

The main issue I have with my phone is that for no reason it
vibrates and then freezes. Among other problems, it will stay lit up and not let me do anything, not even turn it off, so I have to remove the battery to reset it.

My hubby works with a guy who has a K850i and it also does
all the weird and wonderful things that mine does!

Don’t know if this helps or just makes you realise that it isn’t
just you – it’s just a crappy phone and I’m pleased my contract is up in three weeks so I can get shot of it.

AD, North Yorkshire

Editor’s update
After months of complaining, 3 Mobile agreed to give me a new
phone, not a Sony Ericsson as they first insisted, but I have not had any compensation for the months I had without a phone and the many emails and phone calls I had to endure – so the battle goes on!

For several weeks we asked 3 Mobile for an interview with
the chief executive but had no response. After more chasing
they supplied this statement:

“If a customer experiences a problem with this, or any model, 3 Mobile has a policy in place for faulty handsets. If a fault with a phone causes continuous problems then we offer an exchange for another model”!

If you have any gripes about 3 Mobile, Sony Ericsson phones
or any other matter you would like to get off your chest please email chrislocke@constabulary.org.uk Please note that letters are edited according to space available.

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