Re: Customer Service Nightmare For Nokia N900
 

There's a business opportunity here for anyone who can do nokia's customer sales and support for them.

Judging from what I've seen on this forum/my own personal experience in trying to give them money/google, Nokia needs to outsource this part of their business ASAP.

Re: Customer Service Nightmare For Nokia N900
 

Although I am really mad with all this Nokia's deal, I feel sorry for those folks who answer the phones on the other end. It's not their fault. They just follow the protocol. Somebody higher in Nokia ladder need a real and hard kick in the ***. ASAP.

Re: Customer Service Nightmare For Nokia N900
 

I'm almost tempted to try my hand at ordering through NokiaUSA and canceling my order at Amazon:

Pros:
- get phone faster

Cons:
- pay more (starting price is higher than Amazon's, even with NokiaUSA's holiday sale, have to pay tax in California w/Nokia, might NOT qualify for rebate if you believe what some CS rep in the Philippines says)
- likely have to spend hours on the phone with Nokia and my bank to get the order to go through (need to ship the phone to my office v. the billing address), likely increasing my stress to an uncomfortably dangerous level
- Amazon has a 30 day return policy and Nokia's is unclear; searching for "return" on NokiaUSA's website brings up a link to a "return policy" on the N-Gage website:

6. Exchange and Refund Policies

6.1. Any Content purchased over the Sales Channels may be returned, exchanged or refunded in accordance with the applicable local legislation, as and where applicable. To the fullest extent permitted by applicable local legislation (including any local legislation in relation to right of withdrawal for distance contracts), there shall be no refunds for Content purchased where by reason of its nature, it can not be returned to Nokia; or where You have already downloaded and installed Content or activation codes.

6.2 Please note that Nokia will only process returns and/or refunds for Content the total amount of which is above the monetary limit stipulated in the applicable local legislation.

6.3 In case of technical problems in downloading or installing the activation codes, please review the self-help section on the Site before contacting us. Contact details and methods by country are listed in the Support section of the Site. When contacting us state the problem and provide the order number noted on the Order Confirmation or Receipt.

WTF?!

Besides, I'm leaving town for a week on Monday 12/7, and even if I received the phone before then, I would not have the time on this trip to "play with" or properly evaluate it.

Guess I'll just stay with Amazon and hope for the best. What an embarrassing launch of a new product; an indefensible way to treat your customers, IMO.

Re: Customer Service Nightmare For Nokia N900
 

I wish I could keep my order with Amazon and NewEggs. When I saw Nokia offering N800 in stock I was stupid enough to cancel those orders and as a result got screwed with Nokia Online Store.
Although few other folks got lucky getting their phones from the same source.
You never know...

Re: Customer Service Nightmare For Nokia N900
 

This company needs to get it's act together, or just get out of the US market.

Re: Customer Service Nightmare For Nokia N900
 

I agree. And I understand that bad things may happen with any company - but the way Nokia is resolving is so horrible.
I can't believe this is Nokia. Not even the worst Seller from EBay would be so bad. Nor they would treat their Customer back in Finland.
Shame on Nokia in USA! Can't sell on US market - get the heck out.

Re: Customer Service Nightmare For Nokia N900
 

NokiaUSA is so ****ed up when you look at the 'where to buy' then click on 'Chicago' it say's 'The store is now closed it is 2:11AM.'

LOL...it's only 9:11PM...how ****ed up is Nokia....

Re: Customer Service Nightmare For Nokia N900
 

I suggest that everyone shoot an e-mail to tips@consumerist.com and refer them back to this thread to make sure this issue would be given proper attention.

Re: Customer Service Nightmare For Nokia N900
 

It is already outsourced. Their online retailing is done via BrightPoint, the bunch off idiots who sold me, and the original poster our phones. Brightpoint is no shining beacon of commerce, and is a reason that i think Nokia SHOULDNT outsource.

Re: Customer Service Nightmare For Nokia N900
 

Hello guys. I just got an update .... mine is shipped will get it tomorrow. For guys who get an in progress update... just wait it will change to shipped the same day or next day at the least.

Re: Customer Service Nightmare For Nokia N900
 

Amazon has the worst Customer Support Representatives ever, I have never seen this bad in my entire life. It is very unacceptable.

Re: Customer Service Nightmare For Nokia N900
 

im glad im not the only person that had cancelation problems. authorization failed everytime i tried online last friday . the bank said the last one went through but my order got canceled right after. so nokia has my money for 3-5 business days . i need gas to get to work and money for other things. i think those of us that have gone through this deserve a free N900 !!!!!!

Re: Customer Service Nightmare For Nokia N900
 

You're posting in the wrong thread. This is for people who are having problems getting the order processed.

Re: Customer Service Nightmare For Nokia N900
 

A greedy attoney would call this a Class Action Lawsuit and maybe allow for change in some of there practices........

Re: Customer Service Nightmare For Nokia N900
 

I think NOKIAUSA still better and more promising than Amazon the bastard.

By far alot of people confirmed their success with NokiaUSA after switched to it. The only real problem people complaining about is the CC issues. somewhat NokiaUSA have this insane problem for everyone. But yet once you got through, Lord, You will be loved by Santa and he'll deliver it to your door in 2 to 3days lol.

Fuking amazon..

Re: Customer Service Nightmare For Nokia N900
 

Its amazing that nokia does not handle out of country issue directly from their home office such as customer service and etc....

Re: Customer Service Nightmare For Nokia N900
 

Yes, but how are we supposed to get ours delivered when Nokia won't even accept our cards? It's a simple problem that should be easily fixed, if only Nokia would address the issue.

Re: Customer Service Nightmare For Nokia N900
 

Yeah i understand. I went through the horrible customer service myself as i ordered from nokia usa. My post was to re assure the other guys that it will ship soon once you order. Just dont expect anything from the customer service..

Re: Customer Service Nightmare For Nokia N900
 

I tried to call Nokia earlier today but instead I was given a hold message for forever. Luckily, I received an email from Nokia tonight saying my n900 will arrive tomorrow!

Re: Customer Service Nightmare For Nokia N900
 

Same here! I cant sleep!

Re: Customer Service Nightmare For Nokia N900
 

when did you guys order for nokia usa? I ordered on 29th november and still have not got anything but there is a hold of two n900; but i just bought one, and i am getting furious now.

Re: Customer Service Nightmare For Nokia N900
 

We should bring this thread to the attention of Jose-Luis Martinez Merino, VP, Marketing at Nokia. He was at the Summit talking about "them" being responsible to bring the Maemo devices to market.
Even if probably tens of thousands of preorder went through ok, stories like heard in this thread just can't be :-)

Re: Customer Service Nightmare For Nokia N900
 

Had similar problems when ordering a completely different item from a completely different store but I feel like sharing my frustration :)

kept getting random error messages telling me to choose another form of payment and that he order could not be processed, so I tried my two cards a few times and started wondering wtf was going on. Checked my statements and the money has been reserved 5 times for an order that could not even go through. I now have NO accessible money and no christmas gift for my gf on the way because they kept reserving the money even though the order never got processed and the site kept telling me to try again!!!

PS: this was macys so I'm assuming they're not actually going to rob me but still.

Re: Customer Service Nightmare For Nokia N900
 

This is actually the whole point I started this thread, hoping to get the attention of someone higher up in Nokia. Problem is, how do we go about doing that?

Re: Customer Service Nightmare For Nokia N900
 

Did you order online? Or through phone service?
Thanks!

Re: Customer Service Nightmare For Nokia N900
 

There is another thread that was started expressly for that purpose. I believe that the OP in that thread was going to contact nokia on-line sales management:

http://talk.maemo.org/showthread.php?t=34956

Re: Customer Service Nightmare For Nokia N900
 

Hi,

Unfortunately, the online store problems have not yet been resolved. I have tried on THREE seperate occasions to get others to purchase the N900 online. I have personally tried 4 times in vain.

I asked a colleage to place the order
I asked my sister-in-law to place the order
I asked my brother to do the same

on ALL THREE OCCASIONS I got the "authorization failed"

When I tried to order on phone the Nokia sales staff on the telephone, she told me that "..there is NO gaurantee that the credit card processing would go through" !!!! And of course just like in the web online order, my credit card failed again.

I have NEVER heard that from a sales person. Almost as if there is some knowledge of a disfunctional ordering system.

Nokia sales guys, please fix this online problem asap!!!

Re: Customer Service Nightmare For Nokia N900
 

Same story - I placed order few times with different card and all cards got charged and authorization failed and Nokia sales people say that the reason why it failed is confidential.
I gave up and I rather pay little bit more on EBay rather than dealing with those idiots from Nokia.
I will not give up sending them nasty e-mails which they deservce 200%

Re: Customer Service Nightmare For Nokia N900
 

Thanks for directing my attention to that thread, I have posted my problems there as well. Again, I suggest everyone with problems to also shoot an e-mail to tips@consumerist.com, and refer them back to either one of these threads. Thanks!

Re: Customer Service Nightmare For Nokia N900
 

Hey Guys!
Got some good news and a REALLY BAD costumer service experience at nokia sales line. Order my n900 on sat 28th, everything went smooth, no credit card rejection nothing! So good so far. On the nokia online account next to my order said "in progress" the same moment I purchased the phone and kept until today! No STATUS UPDATE AT ALL!! I was getting really worried that something went bad. The big surprise came when I got home a few moments ago, saw a door tag from Fedex hanging on my door's knob!!! I couldn't stopping jumping! I called fedex and that package came from Indiana soooo it is the n900!!! In about an hour I'm driving to the fedex facility to pick it up!! so happy!! Now! Nokia NEVER SENT AN STATUS EMAIL!! NOTHING!! This is amazing. Really bad computer system. Even I tried to call them up to get no response, I would keep holding and holding. The only ones who answered where the nokia2u phone number, but they dont know anything related to sales. But the good new is that my N900 has arrived to my city!! Oxnard, CA!

Re: Customer Service Nightmare For Nokia N900
 

I already sent e-mail to that address and I sent fax to Nokia head office and I will keep sending to any place I can.
Hopefully, someone will initiate Class Lawsuit and I

Re: Customer Service Nightmare For Nokia N900
 

Heh,
if they delivered some phones, their phones wouldn't be so busy!

Re: Customer Service Nightmare For Nokia N900
 

You wouldn't expect Nokia to know anything about computers ...

Re: Customer Service Nightmare For Nokia N900
 

Now I know who to send my hitman after for deciding to ignore Asia when launching the N900.

Re: Customer Service Nightmare For Nokia N900
 

So, I guess this would be the right place for me to share my ongoing nightmare with Nokia's N900 ordering:

It all started on a nice Saturday afternoon (12/05/09), when I finally made the decision to place a purchase order on Amazon, because they were offering it for $499 (after mail-in rebate).
At first their estimated delivery was set to 12/23/09, so I modified the shipping method and added the $10 for 3 day shipping, which brought the ETA down to 12/9/09 - which was pretty cool, until they changed the date on me the next day - modifying it to 12/17.

I got frustrated and thought I would have better luck going to the source; Nokia.com - even if it was about $100 more expensive (I just wanted to have that damn thing in my hands already :-)). Boy was I wrong about having better luck with nokia.com. I placed the order on 12/12 and called sales on the following Monday (12/14) to verify my order. It only took 30 minutes wait time until I finally got to talk to a rep. who told me that the order was OK and that the phone is being prepped for shipping and that I should expect to see a tracking number within the next 24 hours.

Yippy - I thought. Well, turned out I was happy for no reason, as the next day came and went and another call to them gave me the exact same answer. On Wednesday, 12/16, I called again and demanded to know what's going on. So this pseudo supervisor told me that she'll put in an inquiry with management, which could take 24 - 48 hours.
OK, so I called after about 30 hours and was told that I would have to wait the full 48 hours before getting a response. So I called back on Friday, 12/18, only to hear some snot-nose rep tell me he'd run another inquiry, cause the first one didn't seem to have gotten a response (YA"THINK!!!?). That's where I lost it and demanded to talk to a real supervisor. After a bit of arguing and yelling, I finally got to talk to one and she actually was very nice and intelligent and gave me a real explanation of what happened - which was they had trouble keeping up with the pre-orders and that caused the delays. But she assured me that they now had over 500 units in stock and that if I would be just a little bit more patient, I would still get it before X-Mas. I told her that if it's not on a truck heading towards my house by 12/23 at the very latest, I would cancel the order. She agreed and promised me that everything would be fine.
Well, the 22nd rolled around and still no change in status of my order. Finally, on 12/23 that supervisor called me and admitted defeat in a very apologetic manner. She credited my card back and we parted as 'friends'.

As soon as I got back to my desk that day I went to newegg.com and ordered it from there, with a 3-day shipping condition.
They, as always, were very proficient and got the thing on a plane from CA to the east -cost the very next day. So, by 12/24 it was already in KY and I had every reason to believe that I would get it to my home in OH on 12/28 or 12/29 (today). Well, somebody must have given me the stank-eye, cause now it's lost somewhere in freakin Louisville, KY and UPS just updated their shipping status to "Rescheduled" and now my new ETA is 1/4/2010. Maybe I'll have better luck in the new year...

Anyway, Happy New Year to ya'll!

Re: Customer Service Nightmare For Nokia N900
 

Dear all,

I bought a N900 Nokia today and I want to use messenger on it.
Unfortunately it doesn’t work!
I’ve found a youtube video about how to install messenger called a pidgin’ ( that’s how I actually understood it)
I insert the information which the guy insert as well but it doesn’t work at all ==> MAEMO-Extras..
Is it possible that this program doesnt work for switzerland because that’s where I live..
it’s really dissapointin’ at this point that I spent 800fr. for this handy and msn messenger wont work on it.
Can you guys help me out? that would be really kind of you…
Have a nice day greeets Julia

Re: Customer Service Nightmare For Nokia N900
 

I know your pain. NokiaUSA is populated by idiots.
Why would you buy from th anyways? Go with amazon.com