I am trying to get Nokia to acknowledge there is a "expired certificate" problem with installing SW on my 5800XM. And to report the fact the clock is losing time daily!
But I t seems that Nokia doi not want to even allow 5800XM users to report any problems!
If you live in the UK you have to go to the following site to report faults the 5800XM is NOT listed so you cannot report faults by email.
http://www.nokia.co.uk/A4222231
So I tried reporting the fault by phone, they go through all the first line checks then put you in a queue and you wait and wait then they get you to answer a customer satisfaction questionnaire (there is no way out of it I tried three times) which once you have finished it........... ends your call!
I finaly let rip and I am now awaiting a call back from their 2nd line tech support team.
IF you are listening Nokia this is NOT good customer service you only just tempted me from Sony Ericsson after 6 years
I wrote a strong and slightly sarcastic letter of complaint last week to the unnamed "Head of Customer Care". I do not expect much back expect the standard patronising reply, cut'n'pasted paragraphs.
My feeling is that they will not get very bothered until the press start picking up the failures and faults. Anyone have some good journo contacts that like a tech story ?
Peter Galbavy wrote:I wrote a strong and slightly sarcastic letter of complaint last week to the unnamed "Head of Customer Care". I do not expect much back expect the standard patronising reply, cut'n'pasted paragraphs.My feeling is that they will not get very bothered until the press start picking up the failures and faults. Anyone have some good journo contacts that like a tech story ?
I am STILL waiting for a call back, I do have some Jouno contacts but none who write tech articles unfortunately but maybe one will have a contact who does, I will check.
This is not very good is it.
I t will come as no surprise that No one from Nokia called me back!
So I called them again (I am on hold as I write this!) but the first agent I spoke to had such poor English she put me through to the Sync Suite team not the team that deals with the handset its self
So when you speak to them be careful they will ask you "is it if you connect your phone to the PC?" if you answer yes they will put you through to the PC Suite team.
I am now through to the 5800 team the first guy is as much use as a chocolate fire guard, he cannot understand the problem let alone solve it he has gone off (leaving me on hold!) to find a "Mentor" So it is clear they have one trained person to every twenty cretins.
He has come back and this is the conversation as it happened I promise you!
Nokia Guy"Go to Application Manager"
Me "OK" silence
Me again "well?"
Nokia Guy "Installation settings"
Me "OK do you want me to go to Installation settings?" long silence
Me again "Hello ........ what now"
Nokia Guy "er wait I need to get the Mentor again"
Me "Why"
Nokia Guy "about the clock"
Me "whoa I want the software problem solved first"
Nokia Guy SILENCE
Me "Why did he not tell you what to do just now whilst I was on hold?"
Nokia Guy "No he said the handsets are all faulty take it back to the shop"
Me "So you cannot help me"
Nokia Guy "No"
Me "Why are you working in a help desk when you cant help anyone?"
Nokia Guy "er" then silence......... I hung up at that point.
FF sake what chance do we have? I will have to try and get to speak to a mentor
Nokia, just like Apple, are full of luvved up marketing pillocks - in the UK at least - with very few knowledgebale and honest technologists. They will never ever admit to faults, since that is against Sales & Marketing Guidelines 101, and instead will try real hard to make you believe you have it wrong.
No reply to my complaint letter yet.
Peter Galbavy wrote:Nokia, just like Apple, are full of luvved up marketing pillocks - in the UK at least - with very few knowledgebale and honest technologists. They will never ever admit to faults, since that is against Sales & Marketing Guidelines 101, and instead will try real hard to make you believe you have it wrong.No reply to my complaint letter yet.
I lost patience with Nokia, so I called up a Nokia Service centre and it seems all I have to do is pop along, to get my phone product code changed and V20.0.00 installed!!!!
and all without invalidating my warranty ..............allegedly