Ben
8th April 2005, 11:40 AM
http://www.mobiletoday.co.uk/artman-test/publish/article_268.shtml
Dealers are no longer recommending 3s top-selling handset as reports persist of problems with reliability and repairs.
The LG U8110 and U8120 were recently featured on the BBCs Watchdog following 300 complaints about the handset since Christmas. LG admits that software design errors were identified at the end of last year causing screen freezes, display and messaging errors, but insists that an overhaul of the operating system has put the matter right.
LG and 3 are investigating the efficiency of TRS, which handles all returns, amid reports that handsets are bouncing backwards and forwards without being repaired.
When a phone goes for repair, its supposed to be completely reset and re-flashed. 3s phones can just come back absolutely identical questions need to be asked about quality control, one volume connector told Mobile.
Another mail order seller, who asked not to be named, added: Ive stopped stocking the LGs completely. I was having huge problems with them, they were coming back left, right and centre.
Andrew Mullen, general manager of LG, told Mobile: We have been aware that there have been phones that have bounced back, and its something we feel we need to look at again.
He added: We are reviewing the quality of TRSs work. We are confident theyre doing a good job, but it doesnt hurt to have a look. 3 and ourselves are also talking about what we should be doing if a customer has a repair that fails [again].
He strongly denied that handsets were frequently returning several times: The handset is such a big seller that even a low failure rate means you can be talking about large numbers of returns.
In a recent survey of 120 dealers by Mobile, the LG U8110 and U8120 were cited more than any other handset as susceptible to technical problems. Several dealers claimed to have ongoing difficulties with returns, and a number said they were avoiding the phone as a result.
3 have a good turnaround service, but I estimate 50% come back unrepaired. Its embarrassing, said one East London dealer.
Not all retailers agree about the rate of failure. Carphone Warehouse boss Andrew Harrison told Mobile: We have had no more problems with LG than any other model. It can be hard to guess if its the network or the phone.
TRS told Mobile: Clearly, there is an issue with one of the LG handsets. But this is often the case with new technology.
TRS is working closely with 3 and LG to bring a resolution to this problem. We take customer service extremely seriously and are anxious to maintain the very high levels of satisfaction for which we are known.
3 said it was confident that all glitches with LG handsets had been fixed.
TRS! Ack! Why are repair companies so dire?! I've had personal experience of TRS and they really are 99% useless, IMHO.
Dealers are no longer recommending 3s top-selling handset as reports persist of problems with reliability and repairs.
The LG U8110 and U8120 were recently featured on the BBCs Watchdog following 300 complaints about the handset since Christmas. LG admits that software design errors were identified at the end of last year causing screen freezes, display and messaging errors, but insists that an overhaul of the operating system has put the matter right.
LG and 3 are investigating the efficiency of TRS, which handles all returns, amid reports that handsets are bouncing backwards and forwards without being repaired.
When a phone goes for repair, its supposed to be completely reset and re-flashed. 3s phones can just come back absolutely identical questions need to be asked about quality control, one volume connector told Mobile.
Another mail order seller, who asked not to be named, added: Ive stopped stocking the LGs completely. I was having huge problems with them, they were coming back left, right and centre.
Andrew Mullen, general manager of LG, told Mobile: We have been aware that there have been phones that have bounced back, and its something we feel we need to look at again.
He added: We are reviewing the quality of TRSs work. We are confident theyre doing a good job, but it doesnt hurt to have a look. 3 and ourselves are also talking about what we should be doing if a customer has a repair that fails [again].
He strongly denied that handsets were frequently returning several times: The handset is such a big seller that even a low failure rate means you can be talking about large numbers of returns.
In a recent survey of 120 dealers by Mobile, the LG U8110 and U8120 were cited more than any other handset as susceptible to technical problems. Several dealers claimed to have ongoing difficulties with returns, and a number said they were avoiding the phone as a result.
3 have a good turnaround service, but I estimate 50% come back unrepaired. Its embarrassing, said one East London dealer.
Not all retailers agree about the rate of failure. Carphone Warehouse boss Andrew Harrison told Mobile: We have had no more problems with LG than any other model. It can be hard to guess if its the network or the phone.
TRS told Mobile: Clearly, there is an issue with one of the LG handsets. But this is often the case with new technology.
TRS is working closely with 3 and LG to bring a resolution to this problem. We take customer service extremely seriously and are anxious to maintain the very high levels of satisfaction for which we are known.
3 said it was confident that all glitches with LG handsets had been fixed.
TRS! Ack! Why are repair companies so dire?! I've had personal experience of TRS and they really are 99% useless, IMHO.