Problem with White Version in the UK?

I ordered my black N97 on the 23rd May and I received an email saying exactly what yours said - shipping in approximately 3 - 4 weeks time. This makes sense for when I bought it because the 19th June was one day short of four weeks away. When I check the website, all it says about my order is that it hasn't been shipped yet.

Maybe Nokia have stuck to the same email for everyone who's pre-ordered the phone so they can cover their backs if pre-orders exceed their expectations.

I'm not sure if changing from the white one to the black one now would make a positive difference. Your order could be delayed even further for all we know.

Ordered my White N97 from Nokia.co.uk too. Places order on the 21st of May, and had no such email. As far as I know, Im lead to believe it will be shipped on the 18th of this month to arrive next day, the 19th, the same day it goes on sale in UK Nokia Flagship Stores.

Here is a break down of ther email I got after placing my Pre-Order..

Thank you for shopping at the Nokia UK Online Shop. We have received your new order. Please note that this Email is simply an update on your order status and not an Order Confirmation.

You will receive an Order Confirmation by email for all products once they are shipped.

Please be aware that your order may be subject to an additional security check before being sent.

The details for the order you placed on 21-5-2009 are shown below.

Order number CNL4*******

Order Summary:
Qty/Description: 1 / Nokia N97 (SKU# 00*****)
Sub total: � 499.00
Delivery cost: � 9.99
VAT: � 66.39
Order total: � 508.99

(This order includes � 66.39 VAT)

To check the status of this order, to change your contact details, or to view your order history, go to Your Account page.

If you need to get in touch with us to enquire about your order, please send an email to our Customer Service. You can also contact us by phone on 0845 0455555 from Monday to Friday between 9am and 5pm, except public holidays (local rate number).

If you wish to refer to our Sales Terms again, please click here.

Kind regards,
Nokia Customer Service

I got one of those, but then I got another email very shortly after saying:

Dear Simon,

Thank you for your order at Nokia UK Online Shop.

Once the product is available, we will ship your order per your instructions. If you are paying by credit or debit card, you will not be charged until the item is shipped or confirmed delivered to you.
We will send you another email when the item ships.

If you wish to cancel this item, please visit our Contact Us Section.

Our Customer Service open hours are from Monday to Friday between 9am and 5pm, except public holidays. 0845 045 5555 (local rate)

For further details of those terms which apply to Pre-order, please see our Sales Terms.

Nokia UK Online Shop

Order Information
Order #: CNLXXXXXXXXX

Order Date: 13-6-2009

Anticipated Ship Date: 3 to 4 weeks

Backordered Item: Qty Prod. Description

1 Nokia N97

I've highlighted the relevent bits.

So that's two emails, one as above with the subject "Your Nokia UK Online Shop Order CNLXXXXXXXXX" followed by another with the above content showing "Thank You For Your Purchase at Nokia UK Online Shop".

Mmm. Im a bit nervous. im going to have to give them a call. I would prefer a white Nokia over a black (er) but I just want an N97 as soon as!

Cya
Simon

Yeah, my email was exactly the same (except I ordered a spare battery as well).

@Micky!: Have you noticed that your �9.99 delivery is for 1-3 days delivery, yet when you look on the Nokia shop now the same delivery cost promises 1-2 days delivery instead?

Just checked my "Incoming Saved" items, and yes, I too got that email the same day. 3 to 4 weeks falls into the correct release date, so should be shipped on the 18th, to get to your door on the 19th.

Cheers Micky. Hope that's just a standard "form" email. I'll give them a call tomorrow just to make sure.

Really beginning to love this now. Found Sailing Media Sync yesterday through these forums and really pleased about syncing (at least a fraction of) iTunes with my mobile.

I think the phone also comes with iPlayer doesn't it? Add Google Maps, YouTube, SportsTracker, Mail for Exchange... oh yes.

Really hoping for two things:

1) Brodit release a holder for this phone ASAP
2) Route 66 or TomTom release a compatible version of their software

I don't think it comes with iPlayer out of the box but, yes, it is available for the N97.

Every time my phone tells me I've got mail (Yes, I've set it to say AOL's "You've Got Mail" when I receive email) I jump at my phone to check to see if it's Nokia's shipping confirmation email. I'm having it delivered to my workplace. I just know I won't get much work done the day it arrives 😊

Im excited too. If you guys could reply here as, and when you hear something new, sjdean, let us know what they say when you call Nokia, and I will do the same.

I have to wait a few days longer than you UK peeps though, as, although mine will be delivered the same day, i have to get my old dear to post to me in Finland😞

I phoned Nokia earlier. As hoped, they have confirmed that those emails they send advising on a three to four week "anticipated" shipment are standard form letters and would have had the same wording four weeks ago as they do now.

They have pretty much refused to guarantee anything or make any promises or commitment as to the 19th, either in terms of the phone being released or being shipped. They were deliberately vague. Their words were much more along the lines of they suspect and they hope, and that they have no information before they actually get them/they're released.

As far as they are aware there, no, there is no problem with the white version, they do expect the phone to ship on the 19th itself and I should have it within a few days later (I would guess Monday to Wednesday the following week).

Cheers
Simon

PS I keep looking at my Barclaycard to see if there is a pending transaction. Fingers crossed we do get them for Friday

I sent Nokia customer support an email on saturday asking about the delivery of the N97 in the UK. I received this response about an hour ago:

Nokia Customer Services wrote:Dear Mr xxxxxx

Thank you for your recent email to us regarding your N97 pre-order

The estimated date of release for this product is indeed 19th June
They will be made available on Nokia Online shop before any other store.

As soon as your order is available it will be shipped
Therefore, your item should be shipped on 19th or June or just after, depending where you are in the pre-order queue

I apologise for any inconvenience caused

Kind regards
Deborah
Nokia Online Shop support
Nokia Care UK/IRELAND
0845 045 55 55 UK
01890 946 24 54 IRE
Monday - Friday
9 to 5pm (except bank holidays)

zxon wrote:I sent Nokia customer support an email on saturday asking about the delivery of the N97 in the UK. I received this response about an hour ago:

So much for pre-orderers getting theirs first 😡

I don't really care what they mean by first as long as it means:

19th June
At a pinch, I'll accept 19th June to 25th June. No later.

And they should tell me on 19th June when they expect to ship my order or give me a voucher I can go and pick one up myself from the Nokia store.

@sjdean: Yeah, I guess we can't ask for anything better than that.

It's gonna be hard to judge whether the late delivery of pre-orders is going to be as much of a problem in the UK as it is/was in the states. I don't have any figures to hand, but my suspicion is that there are as many (if not more) pre-orders for the phone in the UK compared to those over the pond. However, with the UK being roughly 37 times smaller than the US and having a *much* denser population per square mile, it's likely that shipments can be done in bulk to the UK much easier than in the states - by both Nokia and their couriers.

I can't tell whether this will make things better or worse for us at the receiving end though...

Just out of interest, have you got a link for anything official from Nokia saying that we'd have it first?

With the time to plan and track, I would be surprised if they weren't all shipped out on or very very incredibly soon after the 19th.

The stories I've heard coming out of Nokia US makes them sound like a Shambles.

But things feel like that they could be better for the UK.

Good luck guys!

sjdean wrote:Just out of interest, have you got a link for anything official from Nokia saying that we'd have it first?

It says on this official Nokia Nseries blog that "Pre-ordering will guarantee you are one of the first to receive the new N97. It will be shipped direct to your door from the production line so you�ll have it the same day it hits the stores in your country."

I've sent another email to Nokia regarding this (you can read it on my website, I won't bore you with what I wrote if you don't want to see it), where I brought their own blog entry to their attention... and I mean all of us, including those who were let down in the states.

About half an hour ago I received this reply:

Nokia Customer Services wrote:Dear Mr XXXXXX

Thank you for your email to us regarding feedback of what you expect from Nokia regarding the release of the N97

The N97 is expected to be released as i said previously on 19th July

The blog therefore is suggesting that if you bought it from nokis online shop you would get it directly rather than the phone going from the production line to a shop company warehouse to then be sent to individual shops and then to be bought by the end user.

Therefore you will be one of the first to recieve this phone
It will also be sim free

We cannot offer compensation to you

If you would like to cancel the order whilst it is still in the pre-order stage please contact our toll free sales line on 0800 331 6021

If you would like to make a formal complaint please do so to the following address:
Nokia UK ltd
Nokia House
Summit avenue
Southwood
Farnborough
Hampshire
GU14 0NG

I apologise for any inconvenience caused

Kind regards
Deborah
Nokia Online Shop support
Nokia Care UK/IRELAND

In light of this, I urge everyone who has pre-ordered to write in and complain about this blatent lie that Nokia have fed us regarding deliveries.

I certainly will be.

Yes agreed. Have you got an email address?

Here are my thoughts:

"Pre-ordering will guarantee you are one of the first to receive the new N97."

Ok. One of the first, not necessarily the first. Leaves scope for after 19th.

"It will be shipped direct to your door from the production line"

Ok. It will come from the factory, not from a Nokia Warehouse in the UK. Fair enough. Cuts out the middle man.

"so you�ll have it the same day it hits the stores in your country."

I'll have it on the 19th then? This is quite specific (or at least on the same day it arrives in the Nokia shop in the UK).

Now none of this is on the actual Nokia shop page which shows the following in relation to pre-ordering:

Pre-ordering an item means you'll be one of the first to receive it after it's released. As soon as the product is in stock, we'll process your order and take your payment.

and

We'll send your pre-ordered products as soon as they are available.

My main overriding feeling with this, is that Nokia have not been very communicative.

First, there should be an expected release date/expected ship date at point of ordering. I've ordered a White Nokia N97 expecting it to be released/shipped the same day as the Black. Nokia can't give me an answer, but this information should be available at Pre-Order. They must know how many people have ordered, how long it will take to ship, and give dates. It's all plucked out of thin air by the sounds of things.

Second, someone needs a slap on the wrist for saying on a blog that the phone will be shipped to you the same day as release when their own T&C's don't offer/guarantee that.

Cya
Simon

sjdean wrote:

"so you�ll have it the same day it hits the stores in your country."

I'll have it on the 19th then? This is quite specific (or at least on the same day it arrives in the Nokia shop in the UK).

Now you can see my frustration over this? It's this particular line that has had me (and I think many other people too) up in arms about it. I wouldn't even be half as bothered if Nokia hadn't said this at all, or if they had said "you will receive it before it is available through your network operators" instead, as this could technically be true, but sadly they didn't.

Here is the postal address that they provided for formal complaints (UK):

Nokia UK ltd
Nokia House
Summit avenue
Southwood
Farnborough
Hampshire
GU14 0NG

They didn't provide an email address I'm afraid.

[EDIT] Does anyone have a chill pill? I think I need one 😱

Micky! wrote:Im excited too. If you guys could reply here as, and when you hear something new

Thanks for ordering your Nokia N97.
Your phone will be with you soon.

This is just a quick email to let you know that we haven't forgotten you! In fact, now you've pre-ordered, you're right at the top of the list for a new Nokia N97. We'll rush your new mobile out to you as soon as they come into stock - so you should have it within the next few weeks. As you probably remember, it's got a 3.5" screen, superfast web connection and 32GB of memory, so pretty soon you'll be able to watch TV and download up to 7,000 tracks direct to your phone.

Well count yourself lucky that you got an email.

I sent an email on Saturday and an email today regarding things, and nothing, nada, zip, not one response. Absolutely terrible customer service.

Expansys are saying order now, and you'll get the N97 shipped on Thursday (presume arrive on Friday):

http://www.expansys.com/pf.aspx?i=176946

Play.com offer a release on 24th June

http://www.play.com/Mobiles/Mobile/4-/8267051/Nokia-N97-Sim-Free-Unlocked-5-0-Megapixel-32GB-Mobile-Phone/Product.html

The joke of it all as well, is that according to Nokia US, you can now buy the N97 for $699 and get a $69 discount which works out at what, �383?

I just hope for the extra cash we get a much better service or some free goodies. Oh no, wait, apparently we won't even get the stylus!

sjdean wrote:apparently we won't even get the stylus!

Just had this email:

Thank you for your recent email to us regarding the N97

I am sorry that the information we could provide you was not sufficient.

As we are just a care line we do not have access to figures and where people are in the queue
nor can we foresee and delays that may or may not occure with the release of this item

The N97 is due to be released on 19th June
If you bought it from a shop, you would have to wait for it to go from the production line, to a warehouse, then to a subsidiary warehouse before being sent to a shop
Hopefully therefore you will get yours before this

Funnily enough, in the message I sent, I didn't ask for any information, only please keep the customers informed, sort out your internal processes, ensure the shop site has plenty of information (ie release dates, ship dates etc, expected availability) and slap the wrists of someone who is making stupid promises on the blog.

I intend to respond with:

Thank you for your email.

I can understand your position exactly as I work in a customer facing role myself. However I did not ask for any specific information from yourself.

I do not want to make a formal complaint, but I would hope that as a Nokia representative, you would be able to take concerns of Nokia users such as mine and get these through to head office.

While I appreciate I would have to wait for the phone to be shipped from factory, to warehouse, to shop, if I was to buy it from a shop, the information from Nokia suggests that the phone will be released on the 19th June directly in the Nokia shop. Expansys are saying that their customers should expect the phone to be delivered on the 19th, and Play.com are advising that they will receive the phone on the 24th June.

It is disappointing that it appears that the phone direct from Nokia may not even be shipped until the 19th and possibly much much later if the Nokia US experience is anything to go by.

It is even more disappointing that a global organisation such as Nokia can not tell us when they expect our orders will be shipped.

I suspect spirit44 is telling porkies about their N97 they ordered yesterday being shipped.

I just spoke with Nokia to see if there was any problems with the Nokia N97 White since it appears that several people have had confirmations that their N97's are shipping, even those that ordered yesterday.

Instead it felt like I was fobbed off (or told the truth), that they're processing in order, the only people who will have been processed are those who ordered in May. I think in essence, they're both being processed at the same time.

I asked whether it was worth swapping for a Black N97, they said no and that they had the same batches of both Black and White together. The next bit was a little vague, but it either was that the first shipment will arrive on Friday or the next shipment will be available for sending on Friday.

It would appear that my phone will be shipped by Monday at the latest. Fume fume fume.

In any event, if I did swap from white to black, I would be sent to the bottom of the queue. The guy was quite sure I'll receive next week.

The woman I spoke to earlier was a little less unsure, suggesting I'd receive confirmation of shipping either Friday or Monday of next week. That's a hell of time frame. I asked if she meant this Friday or next Monday, she said no, Friday or Monday of next week. ???????

[STOVE=sjdean;423428]I suspect spirit44 is telling porkies about their N97 they ordered yesterday being shipped.

I just spoke with Nokia to see if there was any problems with the Nokia N97 White since it appears that several people have had confirmations that their N97's are shipping, even those that ordered yesterday.

Instead it felt like I was fobbed off (or told the truth), that they're processing in order, the only people who will have been processed are those who ordered in May. I think in essence, they're both being processed at the same time.

I asked whether it was worth swapping for a Black N97, they said no and that they had the same batches of both Black and White together. The next bit was a little vague, but it either was that the first shipment will arrive on Friday or the next shipment will be available for sending on Friday.

It would appear that my phone will be shipped by Monday at the latest. Fume fume fume.

In any event, if I did swap from white to black, I would be sent to the bottom of the queue. The guy was quite sure I'll receive next week.

The woman I spoke to earlier was a little less unsure, suggesting I'd receive confirmation of shipping either Friday or Monday of next week. That's a hell of time frame. I asked if she meant this Friday or next Monday, she said no, Friday or Monday of next week. ???????[/QUOTE]

Listen mate, i have no reason to lie, i ordered a black one yesterday and i got email today and call from credit card company. I think the sad reality is combo of recession, some bad reviews and high price mean that actually not that many people have bought it. Simple truth is i'm not some attention starved chav that needs to lie about stuff like this

OK I've just had a chance to check my statement online. My current balance is significantly different to my overnight balance. After subtracting one from the other, I found that the difference was �527.99... the exact cost of my phone, spare battery, and delivery! This means Nokia have now received full payment from me, which means the next step for them to take is to ship it out to me! Woo!

sjdean wrote:I suspect spirit44 is telling porkies about their N97 they ordered yesterday being shipped.

No such email for me yet, but I hope it will happen soon.

spirit44 wrote:
Listen mate, i have no reason to lie, i ordered a black one yesterday and i got email today and call from credit card company. I think the sad reality is combo of recession, some bad reviews and high price mean that actually not that many people have bought it. Simple truth is i'm not some attention starved chav that needs to lie about stuff like this

Think about it from my point of view.

I don't know you. I don't know if you are lying or not. You may be trying to wind people. Who knows! It's pretty easy to invent a story. But apart from you, there's no one else on here who have said that the Nokia they ordered in June has been shipped, allocated, charged, or told that the phone is in stock for them.

In fact, everything that has happened, points more towards Nokias version of events, that the May orders were shipping first. It's even on their T&C's of sale.

I ordered way in advance and no such call from the credit card company for me, or email to say the white version is in stock (at least for me).

This means one of three things. Nokia have way more Black N97s available than White N97s and have lied to me and prevented me from swapping my order. Nokia have messed up and processed spirit44s order before mine. Or spirit is being a bit of a wind up.

I hope it is a wind up to be honest, because Nokia will get a really snotty complaint off me.

Cya
Simon

sjdean wrote:But apart from you, there's no one else on here who have said that the Nokia they ordered in June has been shipped, allocated, charged, or told that the phone is in stock for them.

I ordered mine (black n97) about the 8/9th of June, and i've received my "in stock" email and my bank is in process of being charged.

Why is everyone getting a little wound up about the delivery? It seems that the time between leaving production and arriving at the point of sale is only a couple of days so any problem in transit could upset the schedules which is why, as a responsible supplier, Nokia are a little vague.
I collect mine from Regent Street in the morning, in white guaranteed and they had a sample from the launch party to play with. They are not concerned about any shortage of availability.
Incidentally. The white version is not as I expected, the back of the device is pearl white and slightly matt finish. Screen is gorgeous.
The stylus is included.
If your delivery is delayed by a day or two your satisfaction long term will easily compensate.