maemo.org - Talk - A chat with Nokia USA

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A chat with Nokia USA

I will withhold comment.

Chat InformationThank you for choosing NokiaUSA. A sales representative will be with you shortly.

Chat InformationYou are now chatting with Davis.

Davis: Hello, welcome to Nokia. I am a Nokia Sales Representative, may I assist you finding a device today?

You: Hi Davis

You: I ordered a N900 in September and was told it would ship by the end of the month

You: I understand that it is delayed again

Davis: Yes it is, sorry about that.

You: so I am thinking about switching to something else

Davis: It will ship Mid November, we got an e-mail from Nokia.

You: Peter, the Maemo PR guy just says November

Davis: We are just making sure that this device is "perfect" when it comes out, thanks for your patience.

Davis: Nokia said mid November to us in the E-mail.

You: I suspect that it may take a long time to make it Perfect

You: were there previous emails saying mid October and end of October?

Davis: Well the actual date was End of October, and this is the first delay we've had.

Davis: No, the previous e-mail said End of October.

You: I am a software developer so I understand delays

Davis: Yes, it's already out in Europe and we are just making sure that it's completely compatible with US

You: I thought that prerelease versions were all that were out there

You: the 300 handed out at the Maemo summit and other developer versions

You: Do you have any info on the N97 mini?

Davis: No sorry, that device won't be coming out until the N900 is released for a few months.

You: There is a rumor that it will have quad band WCDMA

Davis: Really? I actually don't know about that at all, that would be pretty awesome though

You: yes it would

You: the biggest negative about the N900 is lack of AT&T WCDMA support

Davis: Yes, I'm sure it will come out with AT&T 3G support soon.

You: Here is the FCC app for the N97 Mini https://fjallfoss.fcc.gov/oetcf/eas/...27QVVRM-553%27

You: So you believe there will be a N900 with AT&T frequencies ?

Davis: Yes there will be.

You: Is there a release month for the AT&T N900 ?

Davis: I have no information on that sorry.

You: is it officially confirmed by Nokia?

Davis: I've heard it's already on the market by other vendors, but I am not sure.

You: So you believe an AT&T compatible N900 may be available from other vendors?

Davis: Well that's what a customer told me, but I am not sure.

You: I am amazed at how little info you get from Nokia

Davis: It's just those things I don't know much about

Davis: Everything on our website I know though.

Davis: Unless they e-mail us the information, other than that I wouldn't know, sorryt.

You: Here are the specs for the N97 Mini from Nokia.co.uk

You: http://shop.nokia.co.uk/nokia-uk/pro...&culture=en-GB

You: they list 4 WCDMA frequencies

Davis: Thank you for waiting. I'll be with you in just a moment.

Davis: That is the UK version, I guess those will work around the world for 3G

Davis: I don't have much information on UK's devices

You: Ill let you get back to work

Davis: No problem, you have yourself a great day!

Davis: Thank you for visiting NokiaUSA and chatting with us today. We value your feedback. Please click the “Close” button at the top right to answer a few questions about your experience with us.

Re: A chat with Nokia USA

Haha mid conversation the whole flow changed... Davis became the "customer" asking stuff and Bruce the expert answering questions.

Can't blame Davis, though. People in his position are usually at the end of the food chain, so they are not always updated on the latest things (and if they are, sometimes they have to deny they know).

Re: A chat with Nokia USA

N900 for ATT? as it looks he doesn't know what he's talking about, but I'm still waiting a couple of months after shipment before I order a N900

Re: A chat with Nokia USA

what was the point of this?

Re: A chat with Nokia USA

Poor guy, working in customer service... Most people there are given no information and expected to answer customer questions.

Favorite Line: Really? I actually don't know about that at all, that would be pretty awesome though

Re: A chat with Nokia USA

at least he tried to be helpful. it's not his fault he doesn't get any information.

in all my contacts with nokia support, the people threw meaningless boilerplate texts at me and made it obvious they'd never even tried to read and understand my mails. this "davis" is fantastic in comparison. i would consider myself happy would he answer my next mail.

Re: A chat with Nokia USA

Quote:

Originally Posted by mrojas (Post 355859)

and they have full responsibility for what they write, unlike Bruce. he can write rumours after rumours and claim those are facts without any real consequences.

Re: A chat with Nokia USA

Once I was working as a customer representative and I can clearly see that guy just tried (not professionally but sincerely) to be helpful to the customer while his company (we don't know whether he's working for Nokia natively or outsourced) didn't provide enough information.

I agree with benny1967 about being "fantastic in comparison" since the guy wasn't (at least, as it seems to me) ignorantly doing his job just to pay the bills. Quoting "Stefan Constantinescu":

Quote:

There are four types of Nokia employees. You have the majority of employees, who do their job just so they can pay the bills. They’ve established a mind numbing routine and are indifferent about their role, but they know that working for Nokia allows them a gracious amount of time off, flexible working hours, and a healthy severance package should they become fired. Then you have the people who are actually into the mobile industry and really do care about where Nokia is heading, but unfortunately they’re in roles that have little to no impact towards the future device or service portfolio. There are a healthy number of these individuals, I used to be one of them. Next you have the people who actually work on the future devices and services Nokia will be releasing, the people who get their hands dirty, the people who use an IDE more than they use PowerPoint. These people care about what they’re doing, developers love solving problems and seeing a project rise from concept to product, but they may not exactly care about Nokia or the wireless industry as a whole. Finally you have the people who are in the right place, at the right time, and doing the right thing. These people may or may not have technical savvy, but are in a position to change things and are really excited about the things they’re working on, what their work will mean for Nokia, and the mobile telecommunications as a whole.

Re: A chat with Nokia USA

Quote:

Davis: Yes, it's already out in Europe and we are just making sure that it's completely compatible with US

What is out in europe? the n900 isnt.

Re: A chat with Nokia USA

Is there a similar Nokia chat on the nokia.co.uk site?

Re: A chat with Nokia USA

I appreciate Davis's interest and attempt to help. I think he is doing the best he can in the environment he is in. Although I am surprised at how little info Nokia or Brightpoint passes on to these front line representatives.

Re: A chat with Nokia USA

Is it just me, or did some one else find it funny too that he said "the mail we got from nokia"? Sure feels like outsourced to me...

Re: A chat with Nokia USA

Its more their job to just say something everybody know just to make us sure rather than delivering actual relevant information from Nokia. I doubt they know more about this than we do.

PS: Why would he say that its already in Europe?

Re: A chat with Nokia USA

*shrugs* maybe brightpoint and other distributors do, in fact, have it in stock already ...?

Re: A chat with Nokia USA

Then they better not tell us where...

Re: A chat with Nokia USA

Quote:

Originally Posted by Suurorca (Post 356738)

Is it just me, or did some one else find it funny too that he said "the mail we got from nokia"? Sure feels like outsourced to me...

If you look at the URL of the chat window it belongs to http://www.liveperson.net/

This is a company that supplies human bots to take care of such chats, just like there are telephone centrals out there that take calls for 10-15 different companies all in a days work.

All they know is what is in their FAQ´s.