Nokia.com N900 orders/Pre-orders
 

Please post only if you ordered through the Nokia.com or phone for pre-orders of what you were told, what the changes were, and what the end result was.

this information is going to be going to nokia online management for review to help fix issues they are having.

please keep opinions and cross blogging off to keep the thread on topic with only experiences.

if you have your order numbers, original/new/canceled/replaced and dates of the orders/names of the reps you dealt with, this will help.

Re: Nokia.com N900 orders/Pre-orders
 

Which country?
Different country have different system and management.

Re: Nokia.com N900 orders/Pre-orders
 

Here is my story with NOKIA USA (Brightpoint).

On September 24th 2009 I chatted with a NOKIA USA agent who said the N900 would ship by the end of the month so I placed preorder number 2915174. This preorder was for the N900, the BH-703 and an additional year of Nokia Care Protect for $19.99. I appreciated being able to check the status of my order online. I never received any email communication about this order. The temporary authorization for this order appeared on my credit card from the time I placed the order until late October. It then reappeared in early November and remained until November 20th.

Several times I chatted with NOKIA USA agents who provided misinformation about when the N900 would ship.

On November 16th 2009 after reading about other NOKIA USA customers needing to place new orders to have their phone shipped I called 1 866 59 NOKIA to check the status of my order. I was told that I would need to place a new order but would not lose my place in the preorder line. As we worked through the new order I was told that the Nokia care protect was no longer available for $19.99 and I would have to pay $49.99 if I wanted it. Initially I decided to place my new order without Nokia care protect. I also was told that I could no longer choose overnight shipping for my order. The new order number is 151704. The email documenting the new order said "Anticipated sending date : 16.11.2009 ". NOKIA ONLINE SALES added a $1 authorization to my credit card which is still present.

A day or two later I called 1 866 59 Nokia and spoke to the order status staff again. I asked if there was any way I could get the Nokia care protect as I originally ordered added to my new order. I was told I could not. I then spoke to a supervisor who said it could not be done. I asked several times if I could speak to someone at Brighpoint in the USA and was told I could not and they could not provide a phone number in the USA. I then spoke to a manager who said she would provide the Nokia care protect as I originally ordered. She said she had provided a discount code to an agent who would call me back to create an additional order with the Nokia care protect. I did not receive any call. I called 1 866 59 NOKIA again a few days later and asked about adding Nokia care protect and the discount. I was told that it was best that I not make any changes to my order as it would delay shipping.

I waited a couple of days and called back to ask about adding Nokia care protect to my order with the discount code. The agent told me that doing so would delay shipping of my order.

On November 20th 2009 I received an email with the subject "Your 151704 pre-order is released for shipment". I also received a new preauthorization on my credit card from NOKIA ONLINE SALES for the full amount of the purchase.

I have not ever been able to check the status of my second order online. There is a link to check the status in the initial order email. However that link asks me to login to NOKIAs website but does not have any provision to create an account. I have tried to check status on the order support link but the page for post October 12th orders is broken. I have reported this issue to NOKIA USA four times.

I placed my original order with NOKIA USA to get the additional warranty and receive the phone early. At this point I have a 15% discount which is about the value of the bluetooth headset I am no longer receiving but no longer have the extra warranty and people who ordered recently from Dell at a price over $100 less than I am paying have shipped phones while I do not. I have certainly learned my lesson. I will not overpay Nokia again.

Re: Nokia.com N900 orders/Pre-orders
 

September 3rd Pre-Order from Nokia USA Online Shop.

Spoke with a Rep named "Leane" or so I think. It was an outsourced Rep from India ( I know because I speak with people from there everyday ).

Was told "We will have to cancel your order and re-order it on the new system". I was told they couldn't use the 15% off promotional code because it expired on Friday Nov 20th.

Never received a call or e-mail prior to this from Nokia USA explaining to me that the order system made a mistake and I would have to reorder. The only reason I called and found out was from posts here at maemo.org

Have been on hold with Nokia USA for a combined time of 5 hours and 25 minutes ( Calling again today ).

The end statement that I was given is "We don't know if we can use the promotional code and I will have to give you a call back". I never received a new order number, referrence number, or a live extension which I can call to find out what is happening. This was Friday the 20th of November.

Called today Monday the 23rd and asked to speak directly with a manager from the coporate HQ. I was transfered and placed back in the queue for normal sales calls. Still on hold so I can't give an update at this time about this call. However for as angry as I sounded and to be placed back on hold for going on 27 minutes I have lost all respect for this company. Will update again once I get a hold of this "manager" in HQ sales.

Spoke with a Matthew today after a 36 minutes wait. He was not a manager just a normal sales rep.

I was able to finally get my new order number and phone on it's way with the 15% discount after about 15 minutes of re-ordering process. Still have not heard back from this "Leane" person which I contacted on Friday. If all goes well I will have N900 by Friday or Monday of next week.

So a grand total time spent was approximently 6 hours. I didn't have earlier wait times today. That and I think I scared the pants off Matthew as I was very scron with my voice. I almost feel a little sorry for Matthew but I was done playing games and I made sure they knew it.

Re: Nokia.com N900 orders/Pre-orders
 

I just gave up. I called the other day (posted about it in another like thread) and called back to place the order today (after having been declined Friday) and they said I was declined again.

This time they told me it would be 30 days before I could try again.

I give up.

Is Amazon or NewEgg shipping?

Re: Nokia.com N900 orders/Pre-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.com N900 orders/Pre-orders
 

I think it's safe to say that Nokia USA has no clue what is going on, and their ordering system is completely broken.

I've given up on my order until Monday, which sucks because I wanted to have the holiday to mess with it. I suspect that my attempt on Monday will inexplicably fail regardless of what card I use, and I will be forced to go to Amazon for my N900.

Re: Nokia.com N900 orders/Pre-orders
 

I'm not sure if this thread is interested in shop.nokia.co.uk as well as nokia.com.

Fwiw, a number of us in the UK who ordered from shop.nokia.co.uk are getting the "credit card declined therefore your order has been cancelled" problem.

See thread "Nokia N900 - UK Release Related Information" if you're interested.

There are reports that people have to reorder, and at least one has been told they lose their preorder discount deals, which is upsetting as it can amount to a lot (30% in my case), as well as their place in the queue. However I cannot confirm those reports, as I read the "credit card declined" mail after the shop's telephone support closed for the day, at 5pm, so I will call them tomorrow.

It was so exciting, too, to get the "your order is ready to be shipped" mail, then 40 minutes later, "your order has been cancelled".

My credit card company could not give me a specific reason for the decline, only that they put a block on the card for fraud prevention. The block persisted to prevent future transactions, until I called the card company. Everyone who has had their transaction declined and queried the card company reports the same thing: Fraud prevention.

A most intriguing thing is the card company said they have logged a declined authorization, but a short time later logged an accepted authorization for the same amount. They told me acceptances are sometimes lost, though, so not to count on it.

Could it be that shop.nokia.co.uk's order handling has received a declined authorization, sent a "cancelled order" email, and then later received an acceptance and passed through the order anyway? Perhaps there are bugs remaining in the order handling process...

Or perhaps it retried in the normal way, and they have been logged in reverse order by the card company.

If it is Nokia's fault that these orders are being declined and cancelled, I think it would be reasonable to let customers have their previous discounted price, perhaps with a different card if there are persistent declinations happening as some here report.

Re: Nokia.com N900 orders/Pre-orders
 

thank you. Nokia USA keep them coming.


i will be getting these all over to them next week 11/30 or 12/1 as i will have a call with them.

Re: Nokia.com N900 orders/Pre-orders
 

Hi had an email yestday confirming order.
Then a call from my card company (Barclacyard Mastercard) saying they wanted confirmation I had made the purchase for fraud purposes).
Half an hour later an email from Nokia (yes, Nokia.com) saying transaction not authorised and sorry they had cancelled my order.

I ordered on 5 Nov but had no discount codes. It ruined my dinner party last night!!!!! I hope when I speak to them I won't get put to the back of the queue.

Re: Nokia.com N900 orders/Pre-orders
 

Oh by the way the order no. was CNL9006**680, don't want to give full details here, sorry. Also I've reordered online but will ring up to see status of the whole thing.

Re: Nokia.com N900 orders/Pre-orders
 

thanks. Exactly what is needed. Keep them coming.

Re: Nokia.com N900 orders/Pre-orders
 

Ive spoken to three different people about when my phone might ship since i've gotten the "released to shipping" email and all I get is the same excuses. They have the full amount pre authorization for the money but they cannot provide any shipping information. I keep asking why hasnt it shipped if it has been in shipping since friday and they keep saying that they have to wait until they have enough phones to ship out first and try to quickly get rid of me. I truley beleive that they are doing this to keep people from cancelling thier orders. its a way of locking you in before the phone is actually there to ship. which btw, they wont let you cancel the order at this point so your stuck.

Re: Nokia.com N900 orders/Pre-orders
 

My order was cancelled due to "card declined", like everyone else getting this unpleasant surprise.

I just spoke with Customer Services (0845 0455555), explained the situation and that many people are in the same boat.

I spoke to a very nice lady who told me they cannot revive the "cancelled" order, but they can create a new one and will keep my 30% discount because I had placed the original order by phone. All I had to do was be transferred to Sales, and create a new order.

At this point I'm a happy customer again :D

So then I was transferred to Sales, and spoke to Chris. (I'm wondering if that's his real name, because everyone seems to be speaking to Chris ;-)

He told me that I cannot keep the 30% discount.

:( :( :mad: :(

He said that it is not Nokia's fault that my card with many others were declined. He said he can offer a 15% discount, that's been agreed with their supervisors due to this issue, and if I'd called this morning I would not even be offered that.

He agreed it's unusual that so many people are affected, but still said it's Mastercard's fault not Nokia's fault, so tough. I can't have it at the price originally agreed.

I'm thinking if they had to have a special meeting with supervisers to establish a discount just because of the number of card problems with this specific issue, it clearly has something to do with Nokia's card handling or submission processes, and frankly the company can afford to honour their originally agreed prices - after all they did agree to them, by telephone in some cases (mine included)!

I'm also thinking this is like going to a market where you haggle for a bit, agree a price and shake hands, hand over your card, they bag up the goods, you're all excited at the shiny new thing you've bought and glad the negotiating is over. Then just as they hand you the machine to enter your card PIN, and they know you're emotionally invested in the purchase, they say "Changed mind. You can have it for £70 higher, take it or leave it". That's a serious merchanting faux pas. When a price is agreed, that's what you stick to unless you have a real problem with it - which Nokia does not.

I think the fault in customer service at this point is they should have agreed to keep the customer's original discount price, or something close to it, whatever it was for each customer.

The theory that 30% discounts were an unintended glitch doesn't make sense after they have already gone to the effort to phone customers before (3 weeks ago) and create phone orders with a 30% discount, their operators knowing full well what they were doing at the time.

Anyways, I decided that I'm fed up with this emotional roller coaster, and agreed to pay £70 more than previously agreed for my phone. That is, I accepted the 15% offer, which I'm sure they think is a generous concession but doesn't feel like one under the circumstances.

Before saying yes I asked about place in the queue, as I'm not interested in waiting another month, or indeed another few weeks. Chris told me that's not an issue now, as they have enough stock, so then I said yes.

Btw, I asked if he's able to confirm the transaction going through this time. He said no, it still takes time, but he does not expect a problem as I've called the card company and told them the last one (which was declined) should not have been declined.

After ending the call, I looked online to find my new order has the slow delivery option, while the original (which I thought was being duplicated) had express delivery.

If Chris had told me the new price I was paying on my card, I would have known and immediately pointed it out. (I thought that it was mandatory for the seller to quote the price before placing a card transaction? That didn't happen...)

Ordinarily that wouldn't be the end of the world, but you know, after waiting >1 month for delivery and people talking about delivery dates in December and January at this point, unexpectedly getting converted to the slow delivery option is worrying.

So I'm going to call them again tomorrow morning, to find out if the delivery option can be changed (fixed), and if it cannot, if they recreate the order what will happen to the price this time...

Now that some threads are starting to appear expressing some disappointment with the device, which is understandable (it's just a computer-phone, not magic), I'm feeling more realistic and the shiny-impulse-I-always-wanted-an-open-source-phone aspect is mostly gone for me. That is really due to screwing up on the sales and delivery side, and because it's very expensive so I can't buy things like this casually. They'd have got me for sure if not for that. I'm experienced enough to know what I'm getting, but still the excitement makes a difference to numbers sold and whether I (as a developer) would get on board. I'm using myself as example here, presuming that my feelings and behaviour extrapolates to a number of people.

Btw, my order numbers are:

CNL900719414 (latest)
CNL900600135 (middle)
CNL500198400 (original)

Thanks for collecting the data for Nokia management.
Reminder: My experience has been with shop.nokia.co.uk; I'm not sure if your request for nokia.com experiences includes that.

Re: Nokia.com N900 orders/Pre-orders
 

I just got off the phone from another call to 1 866 59 NOKIA. They said once again that my September preorder is waiting for Fedex to pick it up. They told me the same thing yesterday. With the exception that the honest agent yesterday told me that it would not ship for several days since they did not have a tracking number yet.

Re: Nokia.com N900 orders/Pre-orders
 

Many Nokia USA pre-orders were done by linux community members i know, looking to get a head start..
All i've spoken with have been given some nonsense excuse for non-delivery of this device (tho most of the "excuses" seem listed in this thread).
For a company seeking support from the linux community, they have certainly stuck it to a good majority of those in that community, as surely it would be them most likely to pre-order this device..
Sadly, as a result, it would certainly not surpise me to see malicious applications come out in the future for Nokia maemo devices as the overall linux community, in my experience, has not been very forgiving to those who dont live up to their commitments...
If Nokia cannot/willnot be honest/forthright to its customers regarding something as simple as product delivery, how can they be counted on to be faithful toward 'open source' commitments?

Re: Nokia.com N900 orders/Pre-orders
 

Yea, its the same story over again. I keep reiterating about it doesnt take this long for fedex to pick up a package they will ignore it and keep pushing that they are waiting for fedex to get it. which doesnt really make a whole lot of sense to me because im sure the labels are on it and already have the tracking number. Im not sure any way around this because they have us hostage at this point, can't do anything. I really do think they are locking people in. how long ago did you get yur email saying its in shipment?

Re: Nokia.com N900 orders/Pre-orders
 

i understand, please post order numbers and order expierence directly.

thank you.

Re: Nokia.com N900 orders/Pre-orders
 

nokia usa shows availibility in stock

Re: Nokia.com N900 orders/Pre-orders
 

Here is the latest from my chat with them.

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

You are now chatting with Paul.

You: Hi Paul, my name is Dan

Paul: Hi Dan, what brings you to Nokia today?

You: I need help finding out why my order hasnt been shipped yet

You: its been in hsipping since friday

You: I keep getting different answers as to when I can expect to get some kind of tracking.

Paul: You will have to call customer care for that, since only they have access to your records, not us

Paul: Our Care Contact Center team are available by calling 1-888-665-4228. Our Center is open from Monday through Friday from 9:00 AM to 9:00 PM EST and Saturdays 10:00 AM to 7:00 PM. EST.

You: ok I will do that. How often does fedex pick up poackages?

You: And can you verfiy that the n900 is in stock?

Paul: Everyday

Paul: It is in stock

You: ok because someone told me they have to wait until they have enought phones before fedex will pick them up

You: how long does it take from in shipping to shipped?

Paul: A few days depending to which part of the country the device is being shipped

You: im in the usa

You: i got an email saying my item has been released to shipping on friday

You: but still n otracking

You: and no one is giving me a straight answer

Paul: You will have to cal the number i gave you as only they have access to your records and can give you the correct answer. I can't access your records

You: I plan on it

You: thanks

Re: Nokia.com N900 orders/Pre-orders
 

I placed my order on September 3. (My order number: 2894491). I received an e-mail confirmation for the order; but nothing after that. I now see that my order under the above number is cancelled. So far, I haven't called Nokia nor chatted online and I don't intend to. I am just gonna wait it out and see what (if at all anything) is going to happen.

Re: Nokia.com N900 orders/Pre-orders
 

shop.nokia.it, since the N900 was marked AVAILABLE I placed the order on 11/21. It was a saturday and I knew that no order will be processed before monday.

Monday, storm of F5 on order details page, at 17:30 no news so I picked up the phone, obtaining this lousy response from nokia customer service:

"everything seems fine, your credit card checked against the amout required, the bill is locked until we send out the package and you will be billed for real. You'll see, tomorrow the package will be out for shipping."

Tuesday (today), storm of F5 on order details page, at 17:30 no news so I picked up the phone... response from nokia customer service:

"everything seems fine, your credit card checked, the amount is locked until we send out the package but looks like we still cannot fulfill the backlog of preorders. Check back with us in a pair of days".

So, thank you again dear intarweb. You make me crazy for stuff, you make me spend buckets of money for stuff (and for express shipping...) and another time again I CANNOT GET STUFF BY TIME for silly "there're too much maaaaany!" issues.

Re: Nokia.com N900 orders/Pre-orders
 

I should clarify, it wasn't as simple as being declined.

My card company said they initially sent a "declined" response to the transaction, but Nokia tried the transaction again and the second was "approved". There were no further requests from Nokia.

Nonetheless, Nokia cancelled the order.

So there may be a fault in processing.

Re: Nokia.com N900 orders/Pre-orders
 

NokiaUSA.com (Brightpoint)

I placed my pre-order for the Nokia N900 on 09/13/2009at the nokiausa.com website. My original order number was 2905395. The order included the free BH-703 Bluetooth headset. I did not purchase the additional insurance.

I paid with AMEX and did not have any issues with the card being declined. However, I did ask for the order to be shipped to another address (Billing and shipping addresses are different).

I received a phone call a few days later verifying if I had placed the order and if Nokia had my permission to send out the order. I was later sent an order confirmation email from NokiaUSA on 9/15/09.

I checked out various blogs, message boards (hofo), and lurked at maemo.org for a few months until I saw the thread where someone stated that NokiaUSA was migrating from an old ordering system to a new one. I also read that the N900 was being released on 11/18/09.

I tried to patiently wait, but my anxiety and curiosity took over and I called NokiaUSA (1-866-596-6542) on 11/20/09. I chose the "track order" option and spoke to a CSR.

After I gave the CSR my order number, she immediately explained that there was a problem with my order being on the old order system and I will need to cancel it and create a new order on the new system. I was asked to be put on hold to be transferred to another CSR, Kim.

She told me that NokiaUSA had already assigned my case to her and that I was on a list that she was going to call the next day (11/21). However, she can help me expedite the ordering process if she can place me on a brief hold. After holding for a few minutes, we were able to create a new order before we cancel the old one.

She also explained that the BH-703 Bluetooth headset is not compatible with the current firmware of the N900, so NokiaUSA is willing offer a 15% discount on the order and charge $1 for overnight shipping as a discount for those who pre-ordered. However, if I still want the original deal with the BH-703, they will still honor it, but it will delay shipping.

I went ahead and took the discount and proceeded to give her my payment info. She suggested that I change my shipping address to match my billing address, so there would be no hold up on the order. I paid with AMEX and had no problems with the authorization.

After she gave me my new order number 175687, she asked my permission to cancel my old order. I was then given a 10-digit cancelation number.

I thanked Kim for taking care of my order and she said, "I wished every customer I deal with can be as wonderful as you." :confused:

A few hours after my conversation with Kim, I received a pre-order confirmation from NokiaUSA and then a "pre-order is released for shipment" email.

On 11/24, I received an email from NokiaUSA saying the order is shipped with a FedEx tracking number.

As I'm typing this reply, I'm trying to patiently wait for the FedEx truck to arrive.

Moral to the story:

Make sure your billing and shipping address match.

Use a credit card that does not have to check with you everytime you make a big purchase.

Golden Rule applies even if you're dealing with a company that may have botched a PR goldmine into a PR nightmare. I was surprised when my CSR said she would want every customer to be nice to her as I was. That just tells me everyone who pre-ordered a phone from NokiaUSA are a bunch of whiny little *****es.

[rant]If you treat the CSR with respect and have a great outlook going into the phone call, they will appreciate it. It's not the CSR's fault that the N900 did not ship out on the expected date. They're just being told what to do by the higher ups. If you give them a chance, they will do their jobs and get every one of those pre-orders out. Put a little faith in people to do their jobs, unless you whiny people want to do everything yourselves.[/rant]

I hope this post helps dispells the myth that NokiaUSA has bad customer service.

Re: Nokia.com N900 orders/Pre-orders
 

Ive had about the same experience. After canceling my order due to the "bluetooth headset not working with the phone" (********?) i had to pester nokiausa to release the funds that they were withholding for three days. Finally today they gave me my money back, and i re-ordered with the assumption that i would maintain my pre-order from Sept 21st. Hopefully this is the case. Received order confirmation, CSR said my phone should ship today or friday. Im not holding my breath. Anyone had success with the whole cancel/re-order thing?

Re: Nokia.com N900 orders/Pre-orders
 

A bit more feedback on the process of having to recreate orders:

When I had to recreate my order for the 2nd time (due to the card declined problem - see my earlier post if interested), making it the 3rd order, I was told I would lose my place in the pre-order queue, but it didn't matter because they had enough stock for me, and I could expect delivery in the same time as if I kept my place in the queue.

So I called today, and was told "to be honest we don't have stock and we don't know when it will arrive". Whereas the preorders who didn't get cancelled are receiving devices, or they have been shipped.

Despite waiting over a month since preordering, I now don't know if I'll be waiting another month.

I accept that in a complicated system with a fault my queue place gets lost, and there may be no way to keep it - and really, despite the emotion it is only a few days or weeks - but:

- The person who took my 3rd order could have told the truth, surely? I don't mean to imply any deception, only that surely when placing the new order, why couldn't their order system show my order being assigned stock or shown as pending stock at the time of order?

To be honest, I was going to not bother with the 3rd order if it wasn't ready to ship at that point. So I do feel deceived and wonder if it's policy to say those things. There is room for improvement in getting the right information there.

- When they recreated the 2nd order, back in early November due to them changing model numbers and thus being unable to process the original order, not only did they give me the same discounts as my 1st order, they were also able to preserve may place in the queue - I was told that explicitly.

Why couldn't they do both of those things (keep the price, keep the queue position) the second time, recently? Surely the ordering system hasn't changed so much that the mechanism is no longer available; it seems like a (poor) change of customer service policy?

Re: Nokia.com N900 orders/Pre-orders
 

OK, so ive received and email with an invoice, and another saying my N900 shipped. No tracking info though, is this the norm?

Re: Nokia.com N900 orders/Pre-orders
 

I agree with you that the CSR reps should be treated with respect. With me, they have been very professional and generally have been as helpful as they could have been. Also, it should be kept in mind that they are held hostage to Nokia's ordering system even more than we are: part of their job is to help fix problems, and Nokia's system clearly is not allowing them to do their jobs.


I also agree that it is whiny to complain about release delays, since this is a common issue with consumer product releases. However, I wholly disagree with you when you paint the brush of "whiner" on the folks who are experiencing problems with even placing an order. This is a significant issue where we should not be giving Nokia a free pass. Nokia should not be giving themselves a free pass: because of the hoops some folks are having to go through just to get an order accepted by Nokia's system, Nokia is not only leaving short-term revenue on the table, they could be losing long-term sales as well from the potential customers they failed to convert (and in some cases, customers they frustrated and chased away). Additionally, they are throwing money away (both from a consumer revenue and an operations standpoint) when their CSR reps are wasting man-hours dealing with all of these pre-orders that they know are doomed to failure, while other potential customers are left on hold.


As for me, this has been how my ordering adventure on NokiaUSA transpired:

September 3 - Original on-line pre-order, order confirmation e-mail generated

September 4 - Bank flagged the charge, I called the bank to authorize, and then called Nokia to ask them to try the charge again. Looks like it worked, as the hold showed up on my card

September-November - Saw the regular holds on my card, so I assume that things are okay with my order

Early-mid November - I started reading on this site how Nokia CS was calling pre-order customers, offering a 15% discount on the order due to the BT headset issue (necessitating a cancellation of the original order). I expect a call any day

November 20 (Friday) - I still did not receive a call, so I called Nokia CS. The representative explained the aforementioned BT situation and ordering solution. My order was canceled successfully, but there were problems with the system at the time so they could not place an order for me. The CSR advised me to try again on Monday, and assured me that I would not lose my place on the queue even though I would not have an active order for a couple of days.

November 23 (Monday) - I place the order successfully. I assume it was placed successfully since a confirmation e-mail was generated and a hold was placed on my card

November 25 (Wednesday) - I notice that the hold disappears from my card without replacement or conversion to an actual charge. I call CS, where the rep informs me that the order had been canceled due to authorization failure. I ask how that is possible, since my bank authorized the charge. He explains that the fraud flagging system is very sensitive, and it's possible that my card had been flagged. He suggests that I try the order again with a different card. This time the order fails immediately, again with an "authorization error". At this point, the CSR tells me that there isn't much more they can do for me, other than to try a card with a different person's name. I note the irony that a possible solution to beating the fraud flag is to commit fraud

November 27 (Friday) - Undeterred, I give it another go with speaking with Nokia CS. The CSR rep offered to try the order again, explaining that if the bank actually authorized the charge on an account that was incorrectly flagged by Nokia, it might work the second time. She then prepared the order, and I notice that the total is for a higher amount than my original order. She explained that she could not apply the 15% discount because of the other promotion going on at the time. She did go above and beyond by offering to talk to her supervisor to see what could be done

She calls me back in about an hour, managing to get the 15% discount added to the order. I place the order, only to get the "authorization error" flag again. I offer to call my bank again to see what happened, and the CS rep offers to call me back in about an hour.

I call my bank, and once again, they show that the charge did go through without any problems. I ask them to pre-authorize Nokia On-Line sales, in hopes that might help. I do this for a couple of other cards as well.

November 28 (Saturday) - The CSR I dealt with on Friday was unable to call me back, so I called Nokia CS again. I think I might have reached a supervisor, since he seemed very polished and was very knowledgeable about what was going on. He said that it was not a good idea to try the order again at this point and that it would be best escalate my issue. I ask if I can try to use a card that I preauthorized for Nokia on-line sales and had never been used yet in placing an order with Nokia. He agrees that I could try it, and that he would escalate my issue regardless.

So, another rep called me back in about 20 minutes and prepares the order. Again, we run into the issue of being unable to apply the 15% discount (which still results in a lower price than the current promotion). Additionally, they could no longer guarantee my place on the pre-order queue. I decide not to go through with the order, pending the results of my escalation

Also, interestingly enough. The order that I placed on Monday, November 20 went from being "canceled" to being "in progress". The CSR said to not take that seriously, since they didn't think that the order would actually go through.


So, by my count, I think I'm on my 8th order attempt, still without resolution. I've been using my n800 for a few years now, and I am enthusiastic about maemo and the future of the platform. So, I am not going away. However, I do see how someone new to the platform could get discouraged and walk away after a couple of attempts to order.

Re: Nokia.com N900 orders/Pre-orders
 

I ordered from Nokiausa.com on 11/27 and paid the $569 + taxes and shipping and got an email on Saturday that it ias been shipped. Plus I got a valid FEDEX Tracking URL.

I am in the Dallas, TX area.

If you want this phone, hop over to Nokiausa.com and just order it now. I didn't call as to confuse anybody. I just ordered and the next day boom it was shipped.

Re: Nokia.com N900 orders/Pre-orders
 

Unfortunately you will get put to the back of the queue, like you had never bothered ordering in the first place.

This is nokia's pathetic attempt at an online shop.

Re: Nokia.com N900 orders/Pre-orders
 

I placed order with Nokia USA Online Store on November 27th. Order did not go through due to authorization issue. My PayPal Debit Master card was charged $613.13.
NExt day, November 28th I got lucky to get in touch with Nokia Sales person CJ who could not find my order, but he did confirm that they had problem with online ordering. Few minutes later I got e-mail from Nokia stating order has been canceled as per customer request. I never canceled my order.
What was most horrible that following days I was trying to get with Nokia USA sales reps over the phone and wait time would be up to 2-3 hours with no success. Most of the time I would get a message that number does not exist.
I was lucky to get one sales person in the morning her name is Inna. She could not take my order stating someone will call me in 20 minutes. I got two e-mail from Nokia again saying two orders were canceled as per customer request.
Two things are unacceptable - wait time when you call Nokia and the way they are handling online orders.
I understand that bad things may happen with software, hardware but this is not the way to resolve the issue.
Here is the list of the orders were canceled by Nokia, not by customer as Nokia stated.
order 200772
order 204454
order 199580
I hope that will help.
One more thing - Nokia's motto is "Connecting People" - very bad connection, I must say, specially here in US.
Bad job, Nokia, very bad.

Re: Nokia.com N900 orders/Pre-orders
 

Canceled my order for good today and will not buy another Nokia product ever.

Nokia canceled my order a total of 5 times each time with a different payment methods.

I have pretty much had it with this company and it's piss poor customer service.

"Your bank has declined the charge"
Your account has $52,091.85 with automatic approval for $3,000

. . . yeah right declined my ***.

Re: Nokia.com N900 orders/Pre-orders
 

k just placed my THIRD order of N900 (first two were at Dell and Buy) at NokiaUsa in hope that I'll get the phone soon :mad::mad:

Those who ordered from Nokia Usa, how long did it take for yours to ship ?

Re: Nokia.com N900 orders/Pre-orders
 

I've written about my Nokia store experience here: http://thereallymobileproject.com/20...ls-to-impress/

As a result I was contacted by the chap taking over the role of VP for online sales in January who noted and promised action on the points I raised (and I see from here I'm not the only one). I'm going to try and meet him in the new year, so watch this space for reports on how he plans to improve things...

Re: Nokia.com N900 orders/Pre-orders
 

I don't know about other countrys but the Nokie US Office needs a whole new restructure and a understanding of what customer service and commitments to the customer means. Their dialect needs alot of help maybe quit outsourcing per country needs?? I am thinking Class Action Lawsuit if Nokia don't change, most will take on consignment that might help.......don't know.

Re: Nokia.com N900 orders/Pre-orders
 

So I just looked at my account on Nokias website and boom under your orders it says you have no orders (it said in progress this morning - ordered last night).

Checked my email and I just received in invoice about an hour ago. Should I be receiving shipping info or something?

Re: Nokia.com N900 orders/Pre-orders
 

I pre-ordered the N900 from Nokia USA's online store on the 20th of September. I did not mind all the delays as I am a huge fan of Nokia, and was sure that the delays were necessary to improve on the device. When November 18th rolled around, I got pretty excited. I woke up on November 23rd and checked my e-mail for any shipping confirmation. Nada. I figured they would ship it by now because I noticed that my account was charged for a pre-authorization by Nokia on the 19th of November. So I called Nokia and I was told that my pre-order was canceled. I was not notified of this at all, until I called them to check on my order status. The order apparently was canceled due to the incompatibility issues between the bluetooth headset and the N900. They told me I would need to place a new order, at a 15% discount, and assured me that I would not lose my spot on the list. I agreed and placed a new order. However, they could not process my new order and told me that they charges were still pending on my credit card, and until my bank reverses those charges they could not place a new order. Why would they charge my card (pre-authorization or not) if my order was canceled? They told me to call back when the charges were cleared, because they couldn't do anything until my bank clears them.

So I called my bank, and my bank cleared the charges with no problems whatsoever. Now I call Nokia again the next day on November 24th to place the order again. Again I was on hold for 20+ minutes before finally getting to speak to someone. I went through explaining everything and giving all my information again, only to be told the same thing. My order could not be processed due to pending charges on my card. I asked to speak to a supervisor, and they transfered me. The supervisor then told me it was not a problem with my bank, but rather a problem with their system, which flagged my card as being fraudulent because you couldn't place multiple orders with Nokia within the span of 3 business days. So she told me to call back on Saturday, November 28th.

Today, I called them again. The previous charges were already reversed by my bank, and I went through the entire process again, and again, their system declined to process my order, even though my bank said there was no problem. They would not let me talk to anyone higher up, or even anyone the U.S. The call center is based in the Philippines. All they would tell me is that they would escalate my issue. When asked if anyone would call me back to fix this problem, they said probably not. I asked them what I should do now, and they told me there's nothing I can do, and they can't override the system.

I have gone from being extremely excited to buy the N900, to almost not even wanting it anymore due to the frustration brought on by the customer service at Nokia. I want to speak to someone who is actually in charge, but my e-mails only get the same reply telling me to call the same number, which is the same number I've been calling dealing with the customer service in the Philippines.

My order number is: 2910725

Any help on this would be appreciated. I have still yet to be able to place an order.

Re: Nokia.com N900 orders/Pre-orders
 

I honestly feel bad for those who pre-ordered so far in advance and are getting screwed by Nokia.

I purchased on the Sunday after Thanksgiving. My order was shipped overnight Monday and will be here any minute now.

Re: Nokia.com N900 orders/Pre-orders
 

I felt bad at one point but honestly now I could care less. Nokia isn't getting my $500 now simply on the principal of them screwing me over countless times and spending well over 7 hours on the phone trying to fix only to still not have an order number or N900.

I really hope Nokia lost a ton of profit on this.

Re: Nokia.com N900 orders/Pre-orders
 

I presonally placed 3 orders using Nokia Online Store and Sales Department over the phone, different time, different credit cards and all of them were denied, although all 3 credit cards were charged. If you want to call Nokia Sales - wait time is up to 3-4 hours. Sometimes phone does not go through at all. Sales people are polite, but useless. I can not imagine that I live in US and I want to place an order and item is in stock, but I am not able due to issues in Nokia Online billing. And that is Nokia company and their logo is Connecting People - what a joke. Please, check www.maemo.org about Nokia Customer Service experience here in US - it's worst than nightmare. I would never think that might happen with such big company.
I gave up on buying from Nokia Online Store and I am afraid I will never try that again. I rather wait and get it from other resellers. But I will not give up telling this and other people bad experience with Nokia Online Sales. Bad job, Nokia.