Are you sure it's not all those large numbers of people who USED to own a Nokia product and felt the frustrating burn from incredibly bad support (phone, repairs, parts, communications, etc.) and a company that tried to tell consumers what products they wanted instead of listening to customers to build the products they wanted. Just in my circle of influence, I know that I convinced a lot of people to buy Nokia for a time and now they and I have been burned so badly that we can't, in good consciousness, tell anyone to buy Nokia--and in fact, I'm quite intent to make it known what they should expect for communication and support to dissuade purchasing.

Word of mouth is a much harder thing to fix. Nokia would be wise to come out and apologize to customers and make it their mission to listen, for once, and provide customers with what they want--even if there's a cost to it, people would LIKE to have support and options so that they don't feel abandoned with their purchase.