Problem with White Version in the UK?

[zxon]

Originally Posted by sjdean

Just out of interest, have you got a link for anything official from Nokia saying that we'd have it first?

http://blogs.nokia.com/nseries/index...-members-club/

It says on this official Nokia Nseries blog that "Pre-ordering will guarantee you are one of the first to receive the new N97. It will be shipped direct to your door from the production line so you’ll have it the same day it hits the stores in your country."

[zxon]

I've sent another email to Nokia regarding this (you can read it on my website, I won't bore you with what I wrote if you don't want to see it), where I brought their own blog entry to their attention... and I mean all of us, including those who were let down in the states.

About half an hour ago I received this reply:

Originally Posted by Nokia Customer Services

Dear Mr XXXXXX

Thank you for your email to us regarding feedback of what you expect from Nokia regarding the release of the N97

The N97 is expected to be released as i said previously on 19th July

The blog therefore is suggesting that if you bought it from nokis online shop you would get it directly rather than the phone going from the production line to a shop company warehouse to then be sent to individual shops and then to be bought by the end user.

Therefore you will be one of the first to recieve this phone
It will also be sim free

We cannot offer compensation to you

If you would like to cancel the order whilst it is still in the pre-order stage please contact our toll free sales line on 0800 331 6021

If you would like to make a formal complaint please do so to the following address:
Nokia UK ltd
Nokia House
Summit avenue
Southwood
Farnborough
Hampshire
GU14 0NG

I apologise for any inconvenience caused

Kind regards
Deborah
Nokia Online Shop support
Nokia Care UK/IRELAND

I'm sorry, but they are so trying to twist the meaning of what they said and get out of it.

In light of this, I urge everyone who has pre-ordered to write in and complain about this blatent lie that Nokia have fed us regarding deliveries.

I certainly will be.

[sjdean]

Yes agreed. Have you got an email address?

Here are my thoughts:

"Pre-ordering will guarantee you are one of the first to receive the new N97."

Ok. One of the first, not necessarily the first. Leaves scope for after 19th.

"It will be shipped direct to your door from the production line"

Ok. It will come from the factory, not from a Nokia Warehouse in the UK. Fair enough. Cuts out the middle man.

"so you’ll have it the same day it hits the stores in your country."

I'll have it on the 19th then? This is quite specific (or at least on the same day it arrives in the Nokia shop in the UK).



Now none of this is on the actual Nokia shop page which shows the following in relation to pre-ordering:

Pre-ordering an item means you'll be one of the first to receive it after it's released. As soon as the product is in stock, we'll process your order and take your payment.

and

We'll send your pre-ordered products as soon as they are available.

My main overriding feeling with this, is that Nokia have not been very communicative.

First, there should be an expected release date/expected ship date at point of ordering. I've ordered a White Nokia N97 expecting it to be released/shipped the same day as the Black. Nokia can't give me an answer, but this information should be available at Pre-Order. They must know how many people have ordered, how long it will take to ship, and give dates. It's all plucked out of thin air by the sounds of things.

Second, someone needs a slap on the wrist for saying on a blog that the phone will be shipped to you the same day as release when their own T&C's don't offer/guarantee that.

Cya
Simon

[zxon]

Originally Posted by sjdean

I'll have it on the 19th then? This is quite specific (or at least on the same day it arrives in the Nokia shop in the UK).

Now you can see my frustration over this? It's this particular line that has had me (and I think many other people too) up in arms about it. I wouldn't even be half as bothered if Nokia hadn't said this at all, or if they had said "you will receive it before it is available through your network operators" instead, as this could technically be true, but sadly they didn't.

Here is the postal address that they provided for formal complaints (UK):

Nokia UK ltd
Nokia House
Summit avenue
Southwood
Farnborough
Hampshire
GU14 0NG

They didn't provide an email address I'm afraid.

[EDIT] Does anyone have a chill pill? I think I need one

[zxon]

Originally Posted by Micky!

Im excited too. If you guys could reply here as, and when you hear something new

I just received a random email from Nokia regarding my pre-order (I don't think this was as a direct result of my interrogation with their customer support ). Anyway, it read:

Thanks for ordering your Nokia N97.
Your phone will be with you soon.

This is just a quick email to let you know that we haven't forgotten you! In fact, now you've pre-ordered, you're right at the top of the list for a new Nokia N97. We'll rush your new mobile out to you as soon as they come into stock - so you should have it within the next few weeks. As you probably remember, it's got a 3.5" screen, superfast web connection and 32GB of memory, so pretty soon you'll be able to watch TV and download up to 7,000 tracks direct to your phone.

The rest of the email goes on about a few of the things the phone can do. The "you should have it within the next few weeks" bit doesn't fill me with confidence. How many people pre-ordered??

[sjdean]

Well count yourself lucky that you got an email.

I sent an email on Saturday and an email today regarding things, and nothing, nada, zip, not one response. Absolutely terrible customer service.

[sjdean]

Expansys are saying order now, and you'll get the N97 shipped on Thursday (presume arrive on Friday):

http://www.expansys.com/pf.aspx?i=176946

Play.com offer a release on 24th June

http://www.play.com/Mobiles/Mobile/4...e/Product.html

The joke of it all as well, is that according to Nokia US, you can now buy the N97 for $699 and get a $69 discount which works out at what, £383?

I just hope for the extra cash we get a much better service or some free goodies. Oh no, wait, apparently we won't even get the stylus!

[zxon]

Originally Posted by sjdean

apparently we won't even get the stylus!

This one is a grey area, as AAS themselves got a stylus in their N97 box.

[sjdean]

Just had this email:

Thank you for your recent email to us regarding the N97

I am sorry that the information we could provide you was not sufficient.

As we are just a care line we do not have access to figures and where people are in the queue
nor can we foresee and delays that may or may not occure with the release of this item

The N97 is due to be released on 19th June
If you bought it from a shop, you would have to wait for it to go from the production line, to a warehouse, then to a subsidiary warehouse before being sent to a shop
Hopefully therefore you will get yours before this

Funnily enough, in the message I sent, I didn't ask for any information, only please keep the customers informed, sort out your internal processes, ensure the shop site has plenty of information (ie release dates, ship dates etc, expected availability) and slap the wrists of someone who is making stupid promises on the blog.

I intend to respond with:

Thank you for your email.

I can understand your position exactly as I work in a customer facing role myself. However I did not ask for any specific information from yourself.

I do not want to make a formal complaint, but I would hope that as a Nokia representative, you would be able to take concerns of Nokia users such as mine and get these through to head office.

While I appreciate I would have to wait for the phone to be shipped from factory, to warehouse, to shop, if I was to buy it from a shop, the information from Nokia suggests that the phone will be released on the 19th June directly in the Nokia shop. Expansys are saying that their customers should expect the phone to be delivered on the 19th, and Play.com are advising that they will receive the phone on the 24th June.

It is disappointing that it appears that the phone direct from Nokia may not even be shipped until the 19th and possibly much much later if the Nokia US experience is anything to go by.

It is even more disappointing that a global organisation such as Nokia can not tell us when they expect our orders will be shipped.

[sjdean]

I suspect spirit44 is telling porkies about their N97 they ordered yesterday being shipped.

I just spoke with Nokia to see if there was any problems with the Nokia N97 White since it appears that several people have had confirmations that their N97's are shipping, even those that ordered yesterday.

Instead it felt like I was fobbed off (or told the truth), that they're processing in order, the only people who will have been processed are those who ordered in May. I think in essence, they're both being processed at the same time.

I asked whether it was worth swapping for a Black N97, they said no and that they had the same batches of both Black and White together. The next bit was a little vague, but it either was that the first shipment will arrive on Friday or the next shipment will be available for sending on Friday.

It would appear that my phone will be shipped by Monday at the latest. Fume fume fume.

In any event, if I did swap from white to black, I would be sent to the bottom of the queue. The guy was quite sure I'll receive next week.

The woman I spoke to earlier was a little less unsure, suggesting I'd receive confirmation of shipping either Friday or Monday of next week. That's a hell of time frame. I asked if she meant this Friday or next Monday, she said no, Friday or Monday of next week. ???????

[spirit44]

[STOVE=sjdean;423428]I suspect spirit44 is telling porkies about their N97 they ordered yesterday being shipped.

I just spoke with Nokia to see if there was any problems with the Nokia N97 White since it appears that several people have had confirmations that their N97's are shipping, even those that ordered yesterday.

Instead it felt like I was fobbed off (or told the truth), that they're processing in order, the only people who will have been processed are those who ordered in May. I think in essence, they're both being processed at the same time.

I asked whether it was worth swapping for a Black N97, they said no and that they had the same batches of both Black and White together. The next bit was a little vague, but it either was that the first shipment will arrive on Friday or the next shipment will be available for sending on Friday.

It would appear that my phone will be shipped by Monday at the latest. Fume fume fume.

In any event, if I did swap from white to black, I would be sent to the bottom of the queue. The guy was quite sure I'll receive next week.

The woman I spoke to earlier was a little less unsure, suggesting I'd receive confirmation of shipping either Friday or Monday of next week. That's a hell of time frame. I asked if she meant this Friday or next Monday, she said no, Friday or Monday of next week. ???????[/quote]

Listen mate, i have no reason to lie, i ordered a black one yesterday and i got email today and call from credit card company. I think the sad reality is combo of recession, some bad reviews and high price mean that actually not that many people have bought it. Simple truth is i'm not some attention starved chav that needs to lie about stuff like this

[zxon]

OK I've just had a chance to check my statement online. My current balance is significantly different to my overnight balance. After subtracting one from the other, I found that the difference was £527.99... the exact cost of my phone, spare battery, and delivery! This means Nokia have now received full payment from me, which means the next step for them to take is to ship it out to me! Woo!

Originally Posted by sjdean

I suspect spirit44 is telling porkies about their N97 they ordered yesterday being shipped.

To be fair, spirit44 never said that the phone had been shipped yet. He/she only said that they ordered it yesterday, got an email saying it was being processed, and a phone call from their credit card company asking about the recent £500 transaction. However, Shwaa has posted just a moment ago in another thread saying that his/hers has now been shipped.

No such email for me yet, but I hope it will happen soon.

[sjdean]

Originally Posted by spirit44

Listen mate, i have no reason to lie, i ordered a black one yesterday and i got email today and call from credit card company. I think the sad reality is combo of recession, some bad reviews and high price mean that actually not that many people have bought it. Simple truth is i'm not some attention starved chav that needs to lie about stuff like this

Think about it from my point of view.

I don't know you. I don't know if you are lying or not. You may be trying to wind people. Who knows! It's pretty easy to invent a story. But apart from you, there's no one else on here who have said that the Nokia they ordered in June has been shipped, allocated, charged, or told that the phone is in stock for them.

In fact, everything that has happened, points more towards Nokias version of events, that the May orders were shipping first. It's even on their T&C's of sale.

I ordered way in advance and no such call from the credit card company for me, or email to say the white version is in stock (at least for me).

This means one of three things. Nokia have way more Black N97s available than White N97s and have lied to me and prevented me from swapping my order. Nokia have messed up and processed spirit44s order before mine. Or spirit is being a bit of a wind up.

I hope it is a wind up to be honest, because Nokia will get a really snotty complaint off me.

Cya
Simon

[munkiii]

Originally Posted by sjdean

But apart from you, there's no one else on here who have said that the Nokia they ordered in June has been shipped, allocated, charged, or told that the phone is in stock for them.

I ordered mine (black n97) about the 8/9th of June, and i've received my "in stock" email and my bank is in process of being charged.

[mcpezza]

Why is everyone getting a little wound up about the delivery? It seems that the time between leaving production and arriving at the point of sale is only a couple of days so any problem in transit could upset the schedules which is why, as a responsible supplier, Nokia are a little vague.
I collect mine from Regent Street in the morning, in white guaranteed and they had a sample from the launch party to play with. They are not concerned about any shortage of availability.
Incidentally. The white version is not as I expected, the back of the device is pearl white and slightly matt finish. Screen is gorgeous.
The stylus is included.
If your delivery is delayed by a day or two your satisfaction long term will easily compensate.