Hi XXX,

Hope all is well with you.

I regret to hear you are facing an issue with your Nokia 5800 Xpress Music.

As you know the Nokia 5800 Xpress Music was just recently released in the market. Hence, currently there is no available software update for this phone model. We have no updates or reports from Nokia Care Centres (NCC) to justify if the issue you are facing on your phone is a manufacturing issue.

Firstly, I suggest try rebooting your phone by removing the back cover and the battery. Then, leave the battery out for 10 minutes before reassembling the battery and back cover. Kindly note, that rebooting the phones temporarily resets the phone’s software. As such, it is only a temporary solution.

Alternatively, you can Restore Factory Settings. This feature would reset the phone settings to how it was programmed when manufactured. Please be advised you will not loose any data such as contact detail or calendar notes. However, kindly note that you may risk loosing items that were downloaded such as ring tones. Please follow the steps below:

Menu > Settings > Phone > General > Restore Factory Settings > Enter the security code. (The default security code for Nokia mobile phones is 12345).

I would recommend contact or to take the whole sales package of the phone with the proof of purchase back to the retailer where the phone was purchased and check with them if they have a replacement policy. However, if they do not have replacement policy, I recommend booking your phone into a NCC to be assessed by a qualified and trained technician. I am sure you can appreciate that it is quite difficult for me to determine the cause without physically assessing the phone. The NCC Technician will assess and proceed to rectify the issue your phone is experiencing.

Do note that the manufacturer's warranty is valid for 12 months from the date of purchase. The issue will be rectified under warranty should the phone meet all the warranty guidelines. Otherwise, services or repairs carried out will incur a minimal charge.

I am facing problem with the 5800 bought for only 3 days ago. When i call the other party, the volume will be very soft & low on the ear piece (not audible). However when I activate the loudspeaker, the voice is clear.

Apparently this problem is quite famous among the Internet forums, you can refer to this link http://forum.lowyat.net/index.php?showtopic=897979

Almost 50% of the 5800 set out the market is defect, which make us consumer doubt the manufacturing/quality of the phone by Nokia, which is a big brand.

For my case, can I send in for a 1-1 replacement? As it only age 3 days from date of purchase.

Thank You

Nokia :

Good day Alex,

At present, there is no issue with the Malaysian variant of the Nokia 5800 XpressMusic mobile phones' audio level that we are aware of. As such, this issue as advised by the forum posters is one that we are not able to confirm.

In this instance, I would advise you to try changing the volume level of your mobile phone to the maximum level while you are on a call. Kindly note if the issue persists after trying the above.

In the event the issue remains, I would advise you to take your phone to our Nokia Care Centre to be assessed by our technicians. They will be able to assess the issue with the mobile phone and resolve it at their level best as soon as possible.

You may refer to our website at the address below for details of a Nokia Care Centre in your area:

http://www.nokia-asia.com/A4416072

Kindly select your country followed by city/area and click "Find" to view details of Nokia Care Centre in your area. As your phone is within its' 12-month warranty period, please take your warranty card with you to our Nokia Care Centre. If your phone is within the warranty guidelines, there would be no charges incurred. Please backup your phone's data before allowing a Nokia Care Centre to assess your phone as all data in the mobile phone's memory may be deleted.

I understand how this may be an inconvenience to your good self and I apologise for this. However, as this issue is unknown and unconfirmed to us, it is recommended that our technicians assess the phone to verify and determine the cause of the issue. In addition, they would then be able to feedback this to the relevant department to be looked into for future development. I assure you that we do practise quality control and management in the design, manufacturing and testing of our products. However, we understand that electrical and electronic products may experience issues during their life time. For this reason, we provide customers with a warranty coverage allowing customers to visit our Nokia Care Centres to obtain warranty services at no cost.

Unfortunately, we aren't able to advise the availability of a one-for-one replacement option. This option can only be advised by our Nokia Care Centre and is dependant on the assessment of the phone. As such, should you wish to obtain a replacement, I would recommend that you visit and enquire with our Nokia Care Centre. They would be able to advise what can be done to resolve this for you.

I hope that this information assists you. I sincerely apologise for any inconvenience this may cause and wish you a good day, Alex.