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.
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HMD Global Oy, branded as HMD, is a Finnish mobile phone company, made up of the mobile phone business that Nokia had sold to Microsoft in 2014, then bought back in 2016.