HMD Global
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Everything documented – serious defects ignored, consumer warranty rights denied
Everything I state in this review is true and fully documented through official letters and email correspondence, even if it cannot be uploaded on Trustpilot. HMD Global provided me with a Nokia 5.3 device as a replacement for a previous phone. On 7 June 2024, I received a signed letter from HMD’s General Counsel confirming that the device was new (not refurbished) and covered by a full two-year warranty. From the first weeks of use, the phone exhibited major, recurring problems: frequent call drops during conversations; failure to reconnect automatically to the network when traveling; the need to reboot the phone to regain signal; very poor battery life. Despite repeated reports, HMD and CTDI EU (their repair center) claimed the device is “working” and refused to consider a replacement, offering only repair. Their conduct violates: The Italian Consumer Code (Leg. Decree 206/2005), articles 129–132: the product is not conforming, and replacement is due if repair fails; EU Directive 2019/771: requires sellers to provide conforming goods and proportionate remedies, including replacement; EU Directive 2005/29/EC: repeated denial of remedy in case of documented defects constitutes unfair commercial practice; Charter of Fundamental Rights of the EU, Article 38: ensures high-level consumer protection; Article 26 of the Charter: protects vulnerable individuals – in my case, I assist a disabled family member under Italian Law 104/92, art. 3(3), a fact completely ignored by HMD. What I find unacceptable is that despite providing all the required documentation, my requests were dismissed without proper analysis, and real, persistent defects were simply ignored. I have now submitted a formal complaint to the European Commission’s consumer protection office and a petition to the European Parliament. Beware: this is not an isolated issue, but a systemic practice that may affect many HMD customers across Europe. I encourage anyone who experienced similar behavior to document everything and report it to national or EU authorities.