Nokia Australia defends new defect claims

Dozens of consumers have contacted ZDNet Australia recently after their Nokia 8850 handsets' displays have failed, reminding many of screen fault in Nokia's 8210 model that the manufacturer admits was the result of a faulty component produced last year.

The customers have added their voices to many owners of Nokia handsets who insist that the display fault affects a broader range of the Finnish manufacturer's handset series than the company claims. While ZDNet Australia received a slew of complaints regarding the 8210 last year, dozens of Nokia customers have since made identical allegations regarding the displays of its contemporaries, chief among them the 8850 and 6210 series handsets.

A Nokia Australia spokesperson said that some customers have returned Nokia 8850s but said that the number is not significant.

"We have had some returned but as with most electronics products it would not be unusual for [the company] to have some returns," said a Nokia Australia spokesperson.

"Based on the information we have at the moment we don't consider this to be an issue".

However, consumers may have reason to doubt the accuracy of the Nokia spokesperson's claims regarding the breadth of the range of phones affected by the display problem.

While Nokia insists that the display problem is confined to a batch of Nokia 8210s manufactured between October 2001 and January 2002, the company has had difficulty explaining why the display problem appeared earlier. The NSW Department of Fair Trading began its investigation into the 8210 in September 2001 and ZDNet Australia was receiving a large volume of complaints about the phones in August.

Nokia is standing by its claim that the display problem is unique to the batch carrying faulty components manufactured last year. According to Nokia, display problems experienced in other instances are simply coincidences.

"Other reported display problems are isolated cases and are not linked in any way to [the 8210] case," said the spokesperson.

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I have the same problem with m ...Anonymous -- 04/10/02

I have the same problem with my 8850, as does every single owner of an 8850 that I have spoken to.

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It is well known within the in ...Anonymous -- 04/10/02

It is well known within the industry that Nokia handsets have had a problem with screen fade and failure since the launch of the 5110 many years ago. Failure rates on the 5110 and 8210 were always very high, and not restricted to a certain batch. The phones with changeable covers tended to have more issues as the covers would move around and place pressure on the screen.

From personal experience, the 8850 also suffered quite heavily from screen faults. The 3310 family seems to suffer from some problems but not nearly as many as the earlier models.

However, it is important to keep in mind that Nokia does have 70% of the market in Australia. Any problem that effects a Nokia model will seem a lot larger because there are millions in the market. All phones and brands have their problems. I would not say Nokia has a much higher failure rate than any one else in the market.

To finalise this issue I would suggest ZDNet speak to retailers and repair centres. They see the repairs on a daily basis and can clarify in more detail an accurate picture of the situation.

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I moved away from Nokia when i ...Paul Snedden -- 04/10/02

I moved away from Nokia when it came time for me to buy a new phone. I had an 8210 but was lucky and didn't have the screen problem so many others had experienced. Although it's sheer lunacy for Nokia to suggest that the 8210 case was only in one batch. I had a 5110 that had the very same problem. I mentioned it to a guy in my local Vodafone store, his response was "Oh yes, that's a known issue with that model" This was 3 yrs ago...and the fix was to cut up a business card and slide the pieces down the sides of the screen to hold it firmly in place. However, with the 8210 I felt that it was too flimsy and wasn't held together very well. It squeaked whenever I was pressing buttons...so I bought myself a luverly Siemens S45. So many more (useful) features than either of the Nokia's or the Motorola OR the Ericsson that I have also had over the years.

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My 8850 started to "play ...Anonymous -- 04/10/02

My 8850 started to "play up" in the final month of a 24 month contract. I contacted Nokia but they denied there was any problem and stated that the phone was out of warranty.

Thats my last Nokia mobile.

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My 8850 started to "play ...Anonymous -- 04/10/02

My 8850 started to "play up" in the final month of a 24 month contract. I contacted Nokia but they denied there was any problem and stated that the phone was out of warranty.

Thats my last Nokia mobile.

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nokia know about it, the 8850 ...Anonymous -- 04/10/02

nokia know about it, the 8850 uses the same rubber piece that causes the failure in all the 8xxx series,i had mine replaced when the 8810 issue was raised no questions asked

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The high-end products from Nok ...Johnny -- 05/10/02

The high-end products from Nokia?
I bought Nokia 8850 when it first came out in the Market because I have the perception that high quality product always has the association with design, quality and price.

However, After using it for 3 months, the screen problem started bugging me. I managed to have it fixed, again it appears after 2 months.

Since then, I left it in my wardrobe, sitting there for display purpose only and use my Siemens ME45. Considering my time to fix the screen and back and forth to make the phone call. Forget it.

Thanks Nokia for your high-end phone.

Your Happy Customer,

Johnny

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I returned mine to because of ...Chris Banhidy -- 05/10/02

I returned mine to because of screen issues and whomever they broke it further.

My 8850 started playing up, I asked for a repair and they said - water damage.
But it's a simple alignment and connector problem.

Basically the LCD assembly is secured by two plastic lungs that clip in. The silicon block that connect the LCD to the handset is "too small", it moves and is easy compressed - bang ! the screen disappears.

Yes the techo's broke off a LED and broke one of the LCD assembly clips, then returned it.

I am not happy.

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I have recently (Oct 1)had my ...Geoff Wallace -- 05/10/02

I have recently (Oct 1)had my Nokia 8850 repaired by replacement of LCD module assembly due to faulty display for a total cost of $98.60 and guess what? It was just outside the warranty period. As a director of an international mining company we will be considering scrapping all our Nokia's for a more reliable phone.

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My 8850 has the dreaded 'scree ...Anonymous -- 06/10/02

My 8850 has the dreaded 'screen fade' too. I've had the screen replaced once but it too, had died too.

When will Nokia realise this is a major design fault?

Pity, it's a great phone, except for the dodgy screen...

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2 weeks ago, I bought an ex-de ...Anonymous -- 08/10/02

2 weeks ago, I bought an ex-demo Nokia 8850 and was given a one month warranty. Last week, I've noticed the LCD failure. I rang the dealer & he told me that this is a known problem of Nokia phone and the 'plastic bit' needs to be replaced. I'm very disappointed. I wish I've read this article beforehand and i will never buy this nokia phone.

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Even the repairs are faulty on ...Anonymous -- 25/10/02

Even the repairs are faulty on my Nokia 8210. I have had problems almost since I bought it in February 2001 (long before the so called "faulty batch" claimed by Nokia. I have since had it back for repair three times, most recently about a week ago. But wait, this week my phone is once again having screen fade, plus another variant where the screen kind of scrolls characters around randomly all by itself. Come to think of it, I have owned 4 Nokias and I have had problems with every one! I may be a slow learner, but Nokia will not be getting any more of my business

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