Re: shop.nokia.co.uk cancelled my order - UK
 

Ordered with x2 discount codes on 20th Oct - Checked with my bank, gone through all fine here. (Barclays)

Re: shop.nokia.co.uk cancelled my order - UK
 

What did you/they say?

My order got cancelled too. I used 3 codes. My credit card company (Tesco's) rang my home phone and left a message instead of ringing my mobile number!:mad:

If anyone manages to get their codes reinstated please share the info.

Re: shop.nokia.co.uk cancelled my order - UK
 

Now that IS good news. :) What did you do to persuade them? (For others to follow suit.)

Re: shop.nokia.co.uk cancelled my order - UK
 

Just completed the Watchdog form and await the details. Might be worthwhile for others to do so:

http://www.bbc.co.uk/watchdog/gotastory/

Re: shop.nokia.co.uk cancelled my order - UK
 

I can see why people are frustrated but they really should be venting at their credit card companies for declining authorisation rather than checking prior to checking with the end client. Reading the posts it does seem to be the usual candidates for issues (CC companies). There is a mechanism for communicating with etailers that an authorisation is pending but often credit card companies fail to use it and send a declined instead.

Re: shop.nokia.co.uk cancelled my order - UK
 

I used my HSBC card and unfortunately my order with 2 discount codes got cancelled. Seems HSBC thought it may have been a fraudulent transaction.

Checked on twitter and there are a dozen or so people affected there too.

Re: shop.nokia.co.uk cancelled my order - UK
 

Isnt this slightly pathetic. Call them up and speak to them about reapplying the discount codes.

Re: shop.nokia.co.uk cancelled my order - UK
 

TBH I think it is both the C/C company and Nokia. How can Nokia cancel an order in good faith just becuase payment has been declined?

The order should still be open and they should ask how I am going to pay for it. It is a form of contract that has been entered into.

Re: shop.nokia.co.uk cancelled my order - UK
 

Do you not think that was the first port of call? Nokia are refusing to honour the discounted price

Re: shop.nokia.co.uk cancelled my order - UK
 

There are several codes that can be returned including one to indicate fraud. To be honest I know it would help if Nokia picked up the shortfall generated by the CC companies but because customers don't ***** about it to them or let them off the hook they continue with crap service.

I agree it's unsporting of Nokia not to allow you to continue with the order but if they have an indication back from the CC company that it is fraud they aren't likely to be overly helpful.

Regarding contract, technically the contract is that you will pay for something and they will supply. If payment is refused then the contract is broken. Not exactly fair but understandable.

I would suggest asking to talk to a supervisor rather than the first person that answers the call. Explain calmly why you feel you are caught in the middle through no fault of your own. If there is a way to do it most people are reasonable when presented with a rationale arguement.

Re: shop.nokia.co.uk cancelled my order - UK
 

They don't ask you to callback to 'reconfirm' the order unless you used multiple discount codes.

Re: shop.nokia.co.uk cancelled my order - UK
 

+1
I got my N900 ordered with 2 discount codes, also using Topcashback, mid-Oct.

A colleague of mine did the order, his bank is Nationwide. The card wasn't used in a while and because it was an internet transaction, the bank stopped it. He phoned bank and nokia and indeed Nokia says there is a change he gets his 30% off still. He would know by this evening.

Still unhappy on the 10% topcashback. But if I get the 30%, I'm a bit more happy ...

Re: shop.nokia.co.uk cancelled my order - UK
 

Order rejected, Lloyds TSB, 1 code, 15% discount REFUSED today.

2009-10-16 Order placed
2009-10-29 Order regenerated manually
2009-11-23 Lloyds TSB refer transaction, reject, phone up to confirm OK
2009-11-24 Phone Shop.Nokia, Chris says can resubmit order BUT REFUSED 15% discount. Asked for management - none available.

So, original 1 code was 15% off. First manual reorder removed 15% from accessories, credit card hold looses 15% completely.

After using Nokia phones since a very early 2110, and tablets since the N800 this experience leaves a VERY bitter taste. It certainly damages Nokia's reputation in my eyes, and drives me towards competitor products.

After the build up of waiting several months in eager anticipation for the N900, it feels like Nokia Shop is using errors in the merchant card systems to rob consumers of £70.

Whatever the legal facts of the situation and merchant system transactions may be, a £500 telephone is an emotional purchase and the excitement has been soured.

I'm waiting for a call from the 'manager' as in my opinion, this is very sharp practice. The call is more in hope than expectation.

How much was the iPhone, again? :-)

Re: shop.nokia.co.uk cancelled my order - UK
 

That's not true.

Re: shop.nokia.co.uk cancelled my order - UK
 

mardibloke quidco
cgarvie 3 codes
jimus no discounts
ewan 1 code
zaheerm
jimcon 3 codes
daver53 3 codes
jjx 2 codes
Caprio
open-collar 1 code
custard 3 codes
pancro
shaksta 3 codes
hass 2 codes
netweaver 2 codes
derrickj 1 code

+16

Re: shop.nokia.co.uk cancelled my order - UK
 

The declining the transaction isn't really the problem, and not what I was referring to as 'incompetence'; it's something that happens pretty routinely for online orders for expensive electronics. The problem is that Nokia know that, and should behave as other retailers do and simply hold the order pending authorisation, which usually only takes a few minutes to sort out. What they did was to completely lose the plot and cancel the order outright. That's what I'm calling incompetent, and it is.

Re: shop.nokia.co.uk cancelled my order - UK
 

Mine hasn't failed yet, but I am fully expecting it to do so. The amount is outside my normal spending pattern. I rang Nokia and my bank this morning to see what could be done. The guy at Nokia said that he was aware that their system cancels an order when a cc company asks for further information, and that this was not normal for online retailers. I mentioned that Amazon attempt to contact the buyer and get them to authorise the transaction over the phone, and he said that the fact that they didn't was 'just part of our ordering system'. He suggested that I ring the fraud department at my bank, as Nokia's system showed the order to be 'pending'.

My bank were very helpful, but could not see the transaction as either having happened or in ear-marked funds. They can't do anything until they actually have the transaction request, and by then (it seems) Nokia will likely have failed and cancelled the order. The woman I spoke to said that 'Nokia are not following the correct procedure' by bailing on orders at the first hurdle, and I got the impression that she was referring to some kind of code of practice (formal or informal) that was established between payment processing agencies and retailers. I guess that - in the usual run of things - retailers are keen to actually get the money, and so will pause the order and deal with it again when the buyer has contacted their payment provider.

So for me the lesson here is that Nokia UK is not that desperate to have me as a customer. It makes sense in a way, as whomever I buy from will have to get the phone from them, so there's no real motivation to compete with the customer-friendly payment practices of other online retailers.

Oh, and the Nokia rep told me that if I did have to reorder because this transaction failed, it would only take 'one or two days' to get my order processed. I asked him if they had enough stock to make that kind of promise and he said that he was sure they did. I would not, however, get my discount, as 'there are no discount codes available at the moment' (whatever that meant). Of course, I would be extremely unlikely to reorder from Nokia simply because the same thing would almost certainly happen again (fail-cancel-grrr etc).

It seems to me that Nokia UK's payment processing system for online orders is fairly untypical, and - according to my bank at least - incorrect. This incorrectness is leading to many customers losing discounts for which they originally qualified. I think that consumer interest organisations and media programmes would probably be fairly interested in this.

Re: shop.nokia.co.uk cancelled my order - UK
 

It is true.
Everyone I know whom have been asked to call back all used 2 codes or more.

Re: shop.nokia.co.uk cancelled my order - UK
 

My order was declined yesterday (Mint). I just had total point blank refusal from Chris at Nokia UK to give me (1 code) 15% discount.

I told him this was completely unacceptable he just said "If I could I would"

Re: shop.nokia.co.uk cancelled my order - UK
 

If anyone else gets into the position where a Manager or Supervisor is not available - suggest you will wait. It will jam the call stats up which reflects badly on the call maanger so they will want to deal with the issue.

Re: shop.nokia.co.uk cancelled my order - UK
 

Chris, the sale guys won't have the necessary 'override' to reapply the codes.
Ask for their supervisor

Re: shop.nokia.co.uk cancelled my order - UK
 

This depends on the reason that the CC company has given for declining. If they indicate a fraud rather than an onhold authorisation it is purely the good will of the vendor to allow you to continue.

An Aside...
From what I hear via more direct routes, there is a problem coping with the sheer volume of processing. Not something that should be used as an excuse by maybe remember that when on the phone?

Re: shop.nokia.co.uk cancelled my order - UK
 

Watchdog form takes 5 mins to complete. Could even be a TV star from it

Re: shop.nokia.co.uk cancelled my order - UK
 

Has anyone managed to get the supervisor's name who said they'll reapply the discount?

Re: shop.nokia.co.uk cancelled my order - UK
 

I had just the one discount code (and no cashback arrangements) and I had that email. It's not true.

Re: shop.nokia.co.uk cancelled my order - UK
 

mardibloke quidco
cgarvie 3 codes
jimus no discounts
ewan 1 code
zaheerm
jimcon 3 codes
daver53 3 codes
jjx 2 codes
Caprio
open-collar 1 code
custard 3 codes
pancro
shaksta 3 codes
hass 2 codes
netweaver 2 codes
derrickj 1 code
charlie 1 code

+17

Same story for me as everyone else:

• Ordered early Oct
• Contacted on 28th Oct by Nokia to "authorise" order, cancelling the original one and creating a new order with a manual 15% discount applied
• Order cancelled yesterday when the CC transaction was queried

When calling Nokia UK, has anybody spoken to anyone other than Chris? Surely he can't be the only person answering the calls!

Re: shop.nokia.co.uk cancelled my order - UK
 

I talked to the supervisor David - no discounts available

Re: shop.nokia.co.uk cancelled my order - UK
 

I've just re-ordered with the discount.

Re: shop.nokia.co.uk cancelled my order - UK
 

Yeh I spoke to David last night too...got told that no discount codes were available to apply onto the new order. But he said he would take it further and call me back today. He told me that others who had called with the same scenario had been told the same thing. But he said he would call me if things change, which I very much doubt.

Re: shop.nokia.co.uk cancelled my order - UK
 

HOW? Please give more details.

Re: shop.nokia.co.uk cancelled my order - UK
 

To slightly expand on that post; I've just got off the phone with the Nokia UK shop (who I'm pretty sure aren't actually in the UK judging by the accents). I explained the situation in full, with dates, and that I wanted to re-order, but at the agreed 15% discounted price. The chap I was talking to did so and confirmed the total as £434.14 (inc. express delivery). He went on to say that had I called ten minutes earlier, he wouldn't have been able to help since they didn't have a solution for the discount code problem, but that now they did.

I haven't received a confirmation email yet, but for anyone in a similar situation I'd suggest giving them (another) call.

Re: shop.nokia.co.uk cancelled my order - UK
 

Myself and a few others I contacted (all Barclaycard VISA), had their cards marked as 'Fraud'.

Meaning if you tried to use the card anywhere else it would have been declined.

Quick call to card company to go through recent transactions and say they are all ok, and you are back in business.

Re: shop.nokia.co.uk cancelled my order - UK
 

Afraid not. I ordered on 1 Oct, no discount or promotion codes. My order was cancelled at the end of month, same time as all the other cancellations due to 'errors'. Eventually I got Nokia to call me back, and they put in a new order for me. That one was cancelled yesterday, about 20 minutes after I'd verified the charge on my credit card using the bank's automated callback.

I don't think there's any overreaching pattern behind it, other than vague incompetence. The Nokia online store and sales implementation is shockingly poor, from the interface, all the way down through the e-commerce stack, to the customer support ( e.g. when I phoned up about my first cancellation, I sat on hold for 15 minutes until a harrassed-sounding operator picked up, cut me off with a curt 'is a mistake', and hung up on me ).

It was a bit of a punt for me at the time, having never used it before, but the promise of an early pre-order sounded fun (back in September), and I felt like it might be showing Nokia a little extra support. Well, I won't be using their online store again after this farrago, and I will make sure I warn off anyone I know from using it in the future.

It looks like the devices will be in mainstream retail in a week or two now, which after all this time doesn't seem too awful a wait. I will probably still get one, but I will use another retailer that I can trust.

Re: shop.nokia.co.uk cancelled my order - UK
 

Sounds promising! What number did you call?

Re: shop.nokia.co.uk cancelled my order - UK
 

What a bunch of jokers.

Just got off the phone to the charming Chris again, who basically said they can reprocess th order but only with a 15% discount as head office have kindly provided one to affect the people whi have been affected by this unfortunate incident.

You know what screw Nokia. I shall be purchasing an Android device and Nokia will never see a penny from my household again!

Re: shop.nokia.co.uk cancelled my order - UK
 

I used HSBC card too, but only with 1 code. Went through fine, card got debitted.

Re: shop.nokia.co.uk cancelled my order - UK
 

Yep i just called and got the same BS. I had 3 codes on my original order but now they will only accept one. Not sure if I should order it or wait and see if Orange get it soon as I am due an upgrade.

Re: shop.nokia.co.uk cancelled my order - UK
 

That's good news.
15% or 30%?
Try push it for 30%, might go get myself another N900

Re: shop.nokia.co.uk cancelled my order - UK
 

What number did you call?

Re: shop.nokia.co.uk cancelled my order - UK
 

Just re-order my phone with 15% discount. Coln/Colin (had what sounded like a Finnish accent) handled my order. Everything was working very slowly because of the number of calls and orders they were receiving. He couldn't give me any confirmation of when it would be dispatched and I couldn't keep my place in the queue (original order was in the middle of October). Apparently they need to "get control of the stock" before than can start dispatching. I have an image of men with butterfly nets in the warehouse.