Nokia's old and new order systems, and "cancelled" orders
 

I had some issues with Nokia's order system and my order showing up as "cancelled", which I've had good luck getting resolved through Nokia support. I'd like to report my experiences in the hopes that they might help others get their order issues resolved as well.

I pre-ordered my N900 on September 5, and I also ordered the Nokia Care extended warranty. I checked on the status of the order periodically, especially since the news started coming out about phones starting to ship. Recently, I noticed that the extended warranty showed up as "cancelled", while the phone and free Bluetooth adapter still showed up as "in progress". I contacted Nokia support to try to resolve this.

A very helpful Nokia support representative explained that Nokia recently transitioned to a new order system. You can see some evidence of this on http://www.nokiausa.com/get-support-...ack-your-order (or probably on the equivalent page for your country), where it says to use a different page or phone number depending on whether you ordered before or after October 12, 2009.

She stated that they want to make sure customers don't get impacted by this transition, but that the orders from the old order system will not get fulfilled until they get transferred to the new order system. She indicated that if I hadn't contacted them, they'd have re-entered my order in the new system when it came time to fulfill it, and likely contacted me at that time to provide the new order information.

She indicated that she could place the order in the new system, including the Nokia Care extended warranty, while preserving my place in the queue (such that I'll receive my phone with the other people who ordered in the first week of September). She also indicated that they have the orders from the end of August in progress right now, and that mine would get processed in the next batch (first week of September).

In the process, she said she could give me the bundle with the free $90 bluetooth dongle that they had when I'd originally ordered, or that alternatively they now had the option of a 15% discount, which would come to ~$97 off; I opted for the discount, figuring I could always buy a bluetooth dongle for that much later if I wanted one. (She suggested that some of the issues they've had with bluetooth dongles in the current firmware prompted the alternative option.) On top of that, she offered to provide express shipping for $1.

So, in short, Nokia support seems to have a good handle on this order issue. Hope that helps other people trying to get it resolved.

Edit:

While Nokia support has a good handle on the issues with the old and new order systems, they seem to have serious problems actually charging credit cards and making the new orders. They have repeatedly failed to place the order:"authorization failed" on their end, but the credit card company never received the transaction and said they'd approve it if received. Repeated contact with Nokia support has led to no resolution of this issue. Numerous reports by other people, in this thread and elsewhere, confirm this problem. Currently pursuing other avenues to get this resolved; will keep this thread updated with what I discover.

Edit 2:

Got a call from Nokia Support today, claiming the issue should get resolved in the next 24 hours. Expecting a call tomorrow.

Edit 3:

Everything resolved now, expecting my N900 soon. I got contacted by someone from Nokia's priority support system, and the issues got resolved very quickly at that point. They cleared the incorrect "fraud" flag, I placed an order via Nokia's website, I gave them the order number, and they said they'd do the appropriate poking to give it the same priority as my original September pre-order (and see if they could apply any other discounts).

Based on this and the many other threads and reports regarding this problem, I specifically asked what I could suggest to the other people in this situation. The person I spoke with just suggested that the "fraud" flag should get cleared automatically in 3-5 business days, or that in theory it can get explicitly removed (as she ensured in my case). Hope that helps people get this issue resolved.

Edit 4:

Ordered Monday, shipped Tuesday, should arrive Wednesday, tracking via FedEx now. :)

Re: Nokia's old and new order systems, and "cancelled" orders
 

NOSUK doesn't even have the Order support, just one big fat Customer Service button to Nokia Care where they answer everything.

Why is NOSUS customer so good? NOSUK is just terrifying.

Re: Nokia's old and new order systems, and "cancelled" orders
 

I just checked the Nokia UK site, and found this page for order status: https://shop.nokia.co.uk/nokia-uk/lo...&culture=en-GB , which suggests that you can log in to view your order status. I also found the customer service FAQ at http://shop.nokia.co.uk/nokia-uk/ser...?culture=en-GB , which lists the phone number 0800 331 0621 for ordering, and the phone number 0845 0455555 for Nokia Care. Perhaps one of those would help you?

Re: Nokia's old and new order systems, and "cancelled" orders
 

I have talked to NOKIA USA about this pre / post October 12th issue 4 times. I have spoken to two supervisors and a manager as well. I was not able to keep the Nokia Care extended warranty at the original price or the overnight shipping from my original order. I was assured that my place in line would not be lost by having to reorder.

I spoke to two supervisors and the manager about the Nokia Care extended warranty. Originally I ordered it for $19.99. In the new order system they wanted $49.99. Both supervisors said it could not be done. The Manager said she had sent a discount code to an agent who would call me back to add the warranty to my order. It has been 3 days I have not received that call. I called back yesterday to ask about adding the warranty and was alternately told that it could not be done because the system would not accept it or that doing so would delay shipment of my phone.

Also the supervisors and manager were very concerned about adding additional authorizations to my credit card. I assume they must be having a lot of problems getting an additional authorization where they already have 2 or more.

Several times NOKIA USA staff referred to a paper or printed list of the preorders and that they would need to find my name on that list to tell me when my phone would be shipped.

I think it is likely that the stock of N900s has been held up for days and likely will be for many more days while Brightpoint manually determines who to ship to then contacts that person to create a new order and then finally ships.

Re: Nokia's old and new order systems, and "cancelled" orders
 

Also the order status page for post October 12th orders does not work. I have informed 5 NOKIA USA staff about this.

Re: Nokia's old and new order systems, and "cancelled" orders
 

The cost of the Nokia Care extended warranty did indeed go up from $19.99 to $49.99; they had a special on it before, and no longer do. However, the 15% discount I received more than offset that difference, such that I still ended up paying ~60 less than before.

As for the shipping, the representative I spoke with had no problem providing express shipping rather than standard shipping, for just $1.

Between that and the issues you've had attempting to get the warranty, it sounds like you might need to talk to a different representative.

Re: Nokia's old and new order systems, and "cancelled" orders
 

i preordered on #
# Order Placed: 09/07/2009 05:20:05 PM

i have yet to receive a call from nokiausa. does that mean my pre order is still intact?

Re: Nokia's old and new order systems, and "cancelled" orders
 

Just wait until they try to process your re-order and your credit card is declined - not by the bank, but by Nokia's fraud prevention system. FYI, they won't attempt to re-order until your old order is cancelled, so you're left with no order when this happens.

I've been trying to get my new order in all week, still no progress. Apparently when this happens there is no override, you wait 3 business days and try again. If you try to order (via phone or online) within the 3 day window, it extends to 10 business days. It's also not just based on your credit card, but your name, shipping address, billing address, phone number, etc. If any one value is flagged as fraud-ish, any order with that info will decline. I'm willing to bet that borrowing someone else's identity and actually committing real fraud would get the fscking order in sooner than Nokia can figure out why I look like a criminal.

Re: Nokia's old and new order systems, and "cancelled" orders
 

Doubtful. Of course, you're likely to end up without an order intact even if they DO call. Someone in upper management really made a bad call when they made the decision to switch ordering systems in the middle of this pre-order, so there are problems left, right, and center.

Re: Nokia's old and new order systems, and "cancelled" orders
 

Josh - What kind of card did you use? I've tried it with an Amex and Visa bank card and they decline both of them (even though both companies say I'm good). My 3 days are up today, so I'm going to try again tomorrow for the 3rd time. I pre-ordered Sept 7th.

Re: Nokia's old and new order systems, and "cancelled" orders
 

thanks for the info..i shall ring nokiausa ttomorrow to see if i can get anything resolve!

Re: Nokia's old and new order systems, and "cancelled" orders
 

i went round and round with this and am trying to work through it as well.


let me know if you were able to get it through.

Re: Nokia's old and new order systems, and "cancelled" orders
 

I wrote about my experience with that recently. There has also been another thread about this: http://talk.maemo.org/showthread.php?t=33522

Re: Nokia's old and new order systems, and "cancelled" orders
 

i was in the same boat yesterday. i gave up on nokia usa/brightpoint and went to newegg. it may be slow but problems with nokia was not worth it.

Re: Nokia's old and new order systems, and "cancelled" orders
 

God Damnit!!!! I am dealing with the same thing.

I called and experienced most everything in the OP - but then got the "declined" message. On the phone with AMEX during that call - and AMEX is saying there is nothing wrong - and nothing preventing the charge. I am sick and tired of getting jerked around.

Re: Nokia's old and new order systems, and "cancelled" orders
 

For everyone having problems with the false "decline", is your shipping address different from your billing address? For those who had the same shipping and billing address, have you had better luck?

Probably like a lot of people here, I chose to have the device shipped to work, since nobody would have been around to sign for the package at home. But, having two addresses in the same order flags the order for potential fraud (I know, because I had to make multiple phone calls to get my pre-order through). Fraud detection and protection are of course good things. But the apparent failure of the system to handle your order after your bona fides are established is a frustration I hope to avoid.

Re: Nokia's old and new order systems, and "cancelled" orders
 

My shipping and billing addresses match. My billing address matches the address registered with the bank. My phone number matches the bank. My e-mail address matches the bank. Every-damn-thing matches everything else. I have no clue why they're flagging my order for fraud and declining.. there is no logical reason.

Re: Nokia's old and new order systems, and "cancelled" orders
 

Same exact issues here. Further madness was their telling me that there is so much fraud that Nokia is threatening to close down the company. :eek:

Re: Nokia's old and new order systems, and "cancelled" orders
 

okay here's the follow up.. I just phoned nokiausa sales department regarding my preorder. The sales person said that they had to change to a new e-commerce system and that "ALL old pre orders" would not go thru. yadda yadda yadda, Im sure you guys know about the bluetooth headset that came with the n900 isnt going to work because of firmware problems. She also mentioned that "technical team" are fixing that problem. NokiaUSA is going to call me tomorrow and help me reorder the device without losing my spot in the preorder with a 15% discount on top of that plus the $1 express shipping. She said once the reorder is processed i will get the phone by next week. I hope she isnt BS'ing me, I really want my n900 before thanksgiving :]

Re: Nokia's old and new order systems, and "cancelled" orders
 

I just spent a long time on the phone with "Dennis" at Nokia USA (aka Brightpoint). I had previously called last Friday and been assured that if I called back in 3-5 days, all would be well.

Unfortunately, those reps (one regular customer service person, one "sales support" person) failed to do one crucial thing. They did not actually cancel my Sept. 12 order.

So today when I call back after the necessary 5 days, I'm told that nothing can be done because I still have an outstanding order! And furthermore we can't cancel the order today because that department is closed this late in the day.

So here's the plan. I call on Monday and cancel the order. That starts the infamous 3-5 day clock. Then two things have to happen before it's safe to re-order.

1)The hold on my bank (sometimes visible to me, sometimes apparently there but invisible) must go away. I can check this by calling my bank each day. It's not enough that it does not appear on the on-line banking pages for my account.

2)The cancellation order itself with Nokia/Brightpoint must be completed. I can check this by going to the Track Your Order page.

Once those two things happen, I was _assured_, I can re-order and keep my place in line with my original order date.

Having said all that, I note the possibility of a more timely solution as described in reply #19 just above here. I'll try calling them and asking for that. kin900, please report back if they are able to re-do your order on the spot tomorrow.

Regards to all. KEEP THE FAITH!! This, too will pass.

Re: Nokia's old and new order systems, and "cancelled" orders
 

I'm 100% certain my original order has been cancelled, so that shouldn't be my problem. Within a few minutes of them cancelling the order, when I was contacted back on Monday (16-Nov), the order status reflected that each item on my order was cancelled. I was unable to order at that time with 3 different credit cards. I tried again Thursday night (19-Nov), after the 3 day wait and was still declined.

My original pre-order was placed on 23-Sept, and it appears that orders in that week and the two following are being processed already (based on the shipping thread). I'm not happy in the slightest that my shipping is delayed because I still don't have an order.

Re: Nokia's old and new order systems, and "cancelled" orders
 

Well called Nokia today and sure enough my Order was cancelled.

I never received a call, e-mail nothing from Nokia. So you can only image my rage once I finally got a hold of someone today after being on hold for approximately 2 hours. Once I finally did get a hold of someone I was told " I am sorry I cannot help you with this issue, I will transfer you to a sale rep who can help".

On hold again for 30 minutes.

Once I spoke to the sales rep, apparently Nokia has escalated this issue but cannot use the promotional code which expired yesterday.

So by the end of the call here is the response I got.

"I will have to call you Monday to see if we can use promotional code, you will not have an order number, reference number until Monday which I can contact you back (Yeah freaking right)". I asked for a supervisor only to get the "We don't currently have a supervisor on duty".

So looks like I either will get my N900 sometime next week if not longer as they also don't offer the next day shipping either to boot.

Needless to say, if I don't get a call on Monday I will go postal on Nokia USA. This entire thing has been handled in the worst possible way and they can't even give me a discount for their screw up.

Re: Nokia's old and new order systems, and "cancelled" orders
 

@Bijiont: What promo code? The 15% discount, or something else?

Re: Nokia's old and new order systems, and "cancelled" orders
 

i also got the "call back monday" because the sales person that i talked isnt working today. meh!! i dont like being d!cked around.

Re: Nokia's old and new order systems, and "cancelled" orders
 

Call Back monday as well. I just got off the phone with a "Patrick" at nokia support(who sounded outsourced, no offense). I doubt I will get the call back on monday, but yea I have the 3-5 days to cancel my order and then requeue it. :(

Re: Nokia's old and new order systems, and "cancelled" orders
 

I, too, have been put in the same situation. Last Monday I called get information about the BT Headset / 15% off issue. Like everyone else I took the 15% discount, had my Sept 7 pre order canceled and the sales rep tried to place the new order 3 times and had my account flagged for fraud. Talked to a supervisor (Eena), she said that we would have to wait 3 days and that she would call me back on Thursday. Waited, no call back; I called them, but she wasn't in on Thursday and was told that she would call me back on Friday. No call on Friday, so I called in again, but she had already left. Sales rep said that they would leave a note for her to call me today. Waited, no call back so I called in and finally got a hold of her only for her to tell me that the discount had expired and that she couldn't over-ride this fact because her superior wasn't in on the weekends. She said that we had to wait until Monday.

Now, I am pissed off. It's not the fact that I didn't get a BT headset (who can pass up a 15% discount); it's not the fact that Eena had to go to the hospital (or so she says); it's the lack of communication throughout this entire process and it seems that no one seems to have a consistent answer. I never got an email about any problems with my order, I had to call them. Never got an email about Eena not going to make our appointment, I had to call them.

Nokia Headquarters, dump Brightpoint and get someone who knows how to handle a business.

Re: Nokia's old and new order systems, and "cancelled" orders
 

I suggest you call the order status line and speak to them. They were able to help me convert from my original order to the 15% order in the new system. I am not happy with the situation but I did not have the reordering problems you are having.

Re: Nokia's old and new order systems, and "cancelled" orders
 

15% promo is no good anymore? Ugh. This has gone too far past acceptable now. I think tomorrow stands a good chance of being the day Nokia gets told to go f#%@ themselves.

Re: Nokia's old and new order systems, and "cancelled" orders
 

Just got off the phone with nokiausa again. The sales rep told me the new system is not accepting the 15%promo discount. Although i was able to cancel the old preorder, she wasnt able to put in a reorder because they are having some problems with the new system. Once the system is working, i shall receive a call from her. Hopefully she'll work something out with her supervisor and get me that 15% promo that already expired. I will update again once i get that call.

Re: Nokia's old and new order systems, and "cancelled" orders
 

Nokia just screwed my preorder from September. When I re-ordered it back on Nov. 16th I switched to my credit card, and on Friday it was denied. Apparently security authorizations where your bank or CC go and try to confirm your order result in immediate denial. Anything other than immediate acceptance of the charge results in failure. No one on the phones seems capable of explaining what's going on.

So it looks like I wasted my time and money for four months, trying to be one of the early people getting these devices. Good job, Nokia, you've soured me on ever ordering directly from you again.

Re: Nokia's old and new order systems, and "cancelled" orders
 

Using the same credit seems to have yielded the same denial results. I specified a different credit card on my reorder. I did receive a call back today and a new order has been placed. Let's see if I have better luck.

Re: Nokia's old and new order systems, and "cancelled" orders
 

for those who got the reorders in..were you able to get the 15% discount?

Re: Nokia's old and new order systems, and "cancelled" orders
 

so the same thing happened to me this morning, did a check on my pre order with nokia USA and found it canceled. my original pre order date was sept.3.
after reading this posting, call nokia and confirmed the cancellation.

decided that it wasn't worth my time/effort and went to amazon.com and placed my order with them

sucks, but saved some $.and headaches.

patience is key - i know it will come.

Re: Nokia's old and new order systems, and "cancelled" orders
 

Just got off the phone from a 30 minute call from 1 866 59 NOKIA agent who claimed to be a supervisor. I asked to speak to a supervisor, she said she was a supervisor and my call could not be escalated higher. She said that since that there was no tracking number associated with my order it was not likely to ship before Wednesday. She later admitted that NOKIA USA was not shipping preorder N900s.

Re: Nokia's old and new order systems, and "cancelled" orders
 

When I called this afternoon around 1:30pm EST to straighten out the cancel old order/issue new order mishap, I was offered and accepted the 15% discount and free overnight shipping.

I also asked that if by opening a new order through no fault of my own would I still keep my place in line so to speak? I was told that because I had a pre-existing order number [dating back to mid September] I was guaranteed to get an N900 from the first batch. The customer rep took my CC info, went over the total, verified my mailing address and then asked for my permission to SUBMIT the order. By his calculations my N900 should arrive by the 30th [because of the upcoming holiday]. If I'm lucky perhaps this Friday.

Right around 3PM this afternoon I checked to see if the funds were pulled - THEY WERE!!!! Looking forward to getting the shipping/tracking/invoice email later this evening or tomorrow.

Re: Nokia's old and new order systems, and "cancelled" orders
 

blackout, thats great news.

i, too, just got off the phone with nokiaUSA. with the help of "dennis." i was able to reorder the n900 with 15% discount. How were you able to get free overnight shipping? i still had to pay for the express shipping which was 9.99 WTF!? my total came out to be [Order total :$605.56] my original pre order date was dated in sept. 7th. hopefully i will get the n900 this week or early next week. im now wondering if i should call back and waste my time to ask for free overnight shipping.

Re: Nokia's old and new order systems, and "cancelled" orders
 

Got the free shipping BUT I still got cracked with the sales tax though. The final total came to $584 and some change.

Re: Nokia's old and new order systems, and "cancelled" orders
 

Fwiw, many of us in the UK are having problems with orders getting cancelled due to credit card declinations too, with reports of people losing their preorder discounts.

Re: Nokia's old and new order systems, and "cancelled" orders
 

I just spent another 45 minutes on the phone with Nokia USA Customer care who are located in the Philippines. They were not able to provide the Nokia Care Protect as I originally ordered, the over night shipping I originally ordered or a date when my September 23rd preorder would ship. The agent did say that his current understanding was that the N900 was released but not shipping. This confirms the order status supervisors statement that the N900 is not shipping.

Re: Nokia's old and new order systems, and "cancelled" orders
 

i like your total better than mine!