In January 2011, the number of consultations related to cell phones, including Smart Phones, came to 2,608, accounting for the majority of consultations. The number of complaints related to mobile communication providers were as follows: KT (378 cases), SK Telecom (370 cases), and LG U+(246 cases); and the number of complaints related to manufacturers were as follows: Samsung Electronics (264 cases), LG Electronics (135 cases), Motorola Korea (76 cases), and Apple Korea (65 cases).

Complaints about the quality of cell phones and A/S were the most frequent

The main reasons for the consultations were as follows: Quality and A/S (876 cases); simple inquiries (351 cases); contract cancellation (341 cases); prices, fees, interest, and bills (326 cases); improper conduct (265 cases); non-fulfillment of a contract (incomplete fulfillment)(145 cases); and contract cancellation and termination (125 cases).

During the same period, the number of consultations about high-speed Internet services came to 1,185, while the number of consultations per provider was as follows: LG U+ (518 cases), SK Broad Band (273 cases), and QOOK (156 cases).

The reasons for the consultations were as follows: prices, fees, interest, and bills (222 cases); penalties (193 cases); contract cancellation and termination (138 cases); improper conduct (135 cases); simple inquiries and contract withdrawal (133 cases); quality and A/S (105 cases); and non-fulfillment of a contract (incomplete fulfillment)(75 cases).

□ Consultation cases related to cell phone services.

ㅇ Case 1: Four months ago, I purchased a Smart Phone, but the quality of the connection was so poor that I had to upgrade my phone three times, but I still had disconnections during use.

ㅇ Case 2: While using my cell phone, I found that my battery was weak and that voice quality was weak as well, so I requested the exchange of my cell phone, but my dealer told me I should call their customer center. However, when I called the customer center, they told me that I should contact my dealer. They all shunted me around without doing anything to help me.

□ Cases related to high-speed Internet services.

ㅇ Case 1: I signed a 3-year contract for high-speed Internet services, but my husband's job will involve a move to an overseas office, so I requested the cancellation of the contract, but they told me that I must pay a cancellation charge.

ㅇ Case 2: Due to continuous disconnections of the Internet, I received repair services twice, but I did not see any improvement. My home phone is connected to the Internet, so whenever the Internet was disconnected, I was unable to use my home phone, but they told me that I would have to pay a cancellation charge if I cancelled the contract.

If customers cannot get their devices repaired during the quality warranty, they should be able to get an exchange or refund.

According to the consumer dispute settlement standard related to electric communication devices such as cell phones, in cases where functional defects occur as a result of normal usage during the quality warranty period, consumers should receive free repair work, or a product exchange or refund if repair is not possible. The standard also specifies that consumers should get a refund on the purchase price if exchange is not possible or if the exchanged product needs major repairs within one month. During the quality warranty period, if a customer requires repair work on the same defects, and the defects reoccur; or if several defects occur and the customer requires repair work four times, but the defects occur yet again, the standard defines that the product cannot be repaired.

According to the consumer dispute resolution standard related to high-speed Internet telecommunication network services, if consumers experience service malfunction lasting for more than one hour five times a month, or if the accumulated time of service interruptions and malfunctions exceeds 72 hours in a month, customers may cancel the contract without penality. The standard also specifies that if customers experience more than 3 hours of service interruptions or malfunctions, or if the accumulated time exceeds 12 hours a month, consumers can file for damage compensation. If consumers move to an area where Internet services are not provided, such as moving overseas, consumers can cancel their contract without penality. (However, they will have to pay back a discounted amount to the provider.)

If consumers incur damages caused by or due to cell phone or high-speed Internet services, they can obtain damage compensation in accordance with the consumer dispute resolution standard, but if it they have difficulty obtaining damage compensation, they can request help from the consumer counseling center (tel: +82-1372).