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.

Which country?
Different country have different system and management.

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.

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.

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?

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.

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.

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.

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.

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.