Unfortunately my phone was off at the time, but they left a rather long voice message, which I might transcribe later if i can be bothered.
Upshot of it was: -
- Apologising for continued problems
Suggesting that I could send it for repair again.
Assuring me that this issue is being dealt with at a high level
Mentoning that they can't comment on the issue specifically
Left a direct dial number for me to call back on
So, the question is, was it the petition, the constant forum ranting, the email I sent to everybody important (ever) in Nokia or a combination of the above that made Nokia phone me?
Who knows. Not me... Watch this space...
D
davecozens wrote:Unfortunately my phone was off at the time, but they left a rather long voice message, which I might transcribe later if i can be bothered.Upshot of it was: -
- Apologising for continued problems
Suggesting that I could send it for repair again.
Assuring me that this issue is being dealt with at a high level
Mentoning that they can't comment on the issue specifically
Left a direct dial number for me to call back on
So, the question is, was it the petition, the constant forum ranting, the email I sent to everybody important (ever) in Nokia or a combination of the above that made Nokia phone me?
Who knows. Not me... Watch this space...
D
Did they mention what they were calling for? Faulty GPS or self scraching camera lens ?
Consider making a petition for the faulty GPS 😊
I've not been going on about the GPS issue much, so I assumed the lens.
The person on the message seemed to be very carefully avoiding mentioning specific details of "the issue", since I think the Nokia line is currently in "admit nothing" mode...
Hey, thats good to hear!
The most infuriating thing to me is not that there are faults, but the way in which Nokia handles it.
By now they should know full well about the lens and GPS issues and if instead of being given the runaround we were told "We know about the issue, don't have a fix yet, but give use your details and we'll let you know when we do" then I would have no problem with living with a flaky GPS or leaving the lens exposed for a bit in the knowledge that it is being worked on.
The admit nothing route just alienates the early adopters/tech people.
Thanks for all your efforts, Dave! I know that I would be to lazy to do all that you have!
Right, here's the actual transcript... I might take a recording of the voicemail in the morning (leads are in the car). I've removed the name of the lady on the phone since it's not relevant here.
[INDENT]Good afternoon, this is a message for Mr Cozens. My name is [removed], customer services supervisor for the n97 support line at nokia
I believe you've been contacting our care line. if you'd like to talk to me regarding your problem I'm happy to speak to you.
You can contact me on 01480 410697
Obviously you have issues that you believe haven't been dealt with. All I can say is to assure you that your issue has been raised at highest level, it was put with project programe, which is where it is now.
If there is any information from your raised complaint we wll call you straight away. Obviously we're happy to organise another repair for you. I know you've had repairs already and that might not be suitable for you.
I want to make you aware that Nokia are taking your problem very seriously that you've raised, again it's with project programe, as soon as we have any solution or anything further we can tell you info, I can�t comment on that right now.
Once again, you can contact me on 01480 410697
[/INDENT]
davecozens wrote:Unfortunately my phone was off at the time, but they left a rather long voice message, which I might transcribe later if i can be bothered.Upshot of it was: -
- Apologising for continued problems
Suggesting that I could send it for repair again.
Assuring me that this issue is being dealt with at a high level
Mentoning that they can't comment on the issue specifically
Left a direct dial number for me to call back on
So, the question is, was it the petition, the constant forum ranting, the email I sent to everybody important (ever) in Nokia or a combination of the above that made Nokia phone me?
Who knows. Not me... Watch this space...
D
well done mate, you're a legend!
Well done Dave, see, complaining works! Dont forget to mention the GPS when you speak to him!
:icon14: Nice one.
Thanks for helping getting the problems sorted.
Congratulations - maybe persistence does work after all, it did for you and you deserve it.
Cheers!
I'll bet the product code for the new lens cover is DC-1.
Or we'll never hear from you again after your next visit to the Nokia care point and you'll end up in the secret Finnish equivalent of Guantanamo Bay 😉
Don't get your hopes up.
They are just trying to slow down your posting of messages to the 167 different Nokia user forums around the world.
Sure they'll ship you a replacement phone....just have someone else try it out first!
http://en.wikipedia.org/wiki/Yahya_Ayyash
Nice to see that Nokia are taking this "Seriously" in some sort of way.
Let us know how you get on!
bchliu wrote:Yawn!!
Thanks for your helpful comments 😉
Just spoke to another chap at Nokia (person who left message isn't there).
He's now raised it with some escalation team (apparently) and given me a customer reference number...
Word to the wise, forget about customer care, talk to these guys - the N97 support team - on 01480 410697 since they are at least helpful and constructive if a little over cheerful...
Maybe everyone with the lens problem should call this number?
I'd recommend them over Nokia Care.
Funny thing is I've not contacted them directly, so one of my emails must have been passed in their direction...
But if their dedicated n97 you can but try...
Contacted them, gave them all my details.
Low and behold the guy i spoke to didnt know anything about the Lens problem. They advised to go get it repaired. Said i wasnt happy with this, he checked with his supervisor who advised Nokia are "Looking into this".
Typical!
They did advise that its a fault they're looking into and they now have my details but couldnt offer anymore advise.
We'll see what happens.
thats the thing though, isn't it. they're looking into it. they wouldn't admit that much at nokia care...
davecozens wrote:thats the thing though, isn't it. they're looking into it. they wouldn't admit that much at nokia care...
Or perhaps "we're looking into it", is the part of the call centre flowchart that you reach after the question "was the customer easily fobbed off when told to go to a Nokia care point?"...
celios wrote:Or perhaps "we're looking into it", is the part of the call centre flowchart that you reach after the question "was the customer easily fobbed off when told to go to a Nokia care point?"...
Hit the nail on the head! Although at least Dave has had a response and they called him directly!!
davecozens wrote:Thanks for your helpful comments 😉
Mate.. as I said before.. the whole BOARD is becoming your wailing wall.
Do you have to start up a NEW THREAD every time nokia does something? You have the following all regarding the same issue:
1) Blimey Nokia phoned me
2) Petition to Nokia re: Lens
3) Wailing wall thread
4) Does anyone know the Head office address for Nokia?
5) 3 days ago my lens was replaced and now its scratched again
6) Lens self scratching Issue - Nokia actually responded to something
This does not include the various contribution to other threads to complain about the same thing.
Can I recommend you use Twitter and write up every time you hate Nokia for producing crap like N97? If people want to hear you moan and cry, then they can visit it and contribute there as well?
You do a good job with your freeware site - being an ambassador for the device. Yet - on a complete contradiction, you moan and cry about it at the same time. Why not stick it all in the same thread rather than bore everyone with more wailing?
As I said before.. I feel for ya.. but its NOT HELPING with all this.. I think a lot of other readers can agree with various comments floating around about the same thing..
bchliu wrote:Mate.. as I said before.. the whole BOARD is becoming
your wailing wall...snip..
As I said before.. I feel for ya.. but its NOT HELPING with all this.. I think a lot of other readers can agree with various comments floating around about the same thing..
If there are threads you don't like... you can choose not to click on them 🙄
I for one am glad that there are people like Dave moaning about the N97, because the thing has problems, and lots of them.
The forums are only outlet for this dissatisfaction, as contacting Nokia only rarely bears fruit. Ironically, when a thread - this one - about a possible response from Nokia is started, you whinge and moan about that too!
This seems to be some kind of ego-boosting exercise for you? Otherwise, why not stay silent, because surely if nobody was interested, there would be no replies to the threads that Dave (and others) start?
celios wrote:If there are threads you don't like... you can choose not to click on them 🙄I for one am glad that there are people like Dave moaning about the N97, because the thing has problems, and lots of them.
The forums are only outlet for this dissatisfaction, as contacting Nokia only rarely bears fruit. Ironically, when a thread - this one - about a possible response from Nokia is started, you whinge and moan about that too!
This seems to be some kind of ego-boosting exercise for you? Otherwise, why not stay silent, because surely if nobody was interested, there would be no replies to the threads that Dave (and others) start?
I completely agree. Dave is doing a great job, in showing the good side of the device (his site) and its shortfalls (various threads)
if he didn't start so many threads on this issue then i think its unlikely Nokia would be active in contacting him, he is pushing this issue and making as much noise as possible, and as i do not have the time or the energy, I appreciate someone is doing it to help us all.
you don't like it, simple. new thread by DC - don't click on it, problem solved.
I am inclined to agree that Dave's doing a great job.
I just wish that they had made him an alpha or beta tester--oh wait...we're ALL beta testers on the N97. ;-v
I'm very disappointed at all of the pre-release reviews by so many bloggers that ignored some of the problems that we have uncovered here. Either they don't really do a very good review or they are paid-off by Nokia to ignore the "warts".
About the level of complaining here...the positive effect is that it has garnered Nokia's attention and could very well affect their decision to continue the N97 line or not (i.e. worst-case scenario is that due to all of the complaining they just drop manufacture and support for the N97!).
If you go back a ways, I've tried to make some posting about "positive" items that could help other users--especially software reviews, new or overlooked "features", uses, etc. to keep the forum more upbeat.
The only thing worse than the complaining about the N97's shortcomings/flaws is the complaining about the complaining.
Dave's multiple threads don't bother me. They're all on slightly different variations of the topic anyway so warrent a new thread IMO :icon14:
Great news..
Lets just all hug each other and have a good cry alright?
Hugs all around!! come on.. group hug..
"The only thing worse than the complaining about the N97's shortcomings/flaws is the complaining about the complaining."
well.. you complain once.. you complain twice.. you complain very likely a hundred posts on the same topic, on the same forum with the same audience. How does this change the situation?
It is not that I do not agree with Dave's points - but if you keep persisting on the same issues over and over again it becomes nothing more than a mute point. In fact, I have signed my name in his petition, go to his websites and appreciates what he has done for this little social group.
By reiterating over and over and starting new threads is spam. It is the same principals as you receiving hundreds of emails of penal enlargements coming from the same source. It is not the fact that if you "dont like it then dont read it" - its the annoyances of seeing this pile up on a what use to be a perfectly good forum. JUST like when you open up your hotmail or gmail inboxes to find spam.
For what it's worth unless it's the "nokia just replaced my n97 and it has a completely different lens cover" thread I'll be reusing the ones I made already on the whole...
I'll get me coat 😉
Just keep moaning i say cos they wont do anything if you dont kick up a fuss
- i also have the lens and gps problem and have been invited to visit the nokia care point to 'let them have a look!'
- it must cost them for every visit so the more cost the more likely they are to 'fix' it
i would ikmagine most bugs can be sorted out with software updates and work arounds as with the N95 (obviously not the lens cover!!!).
I've just phoned the phone number in this thread to report my GPS and Camera Lens problems.
It seems that nobody has ever heard of any of these problems, obviously denying anything is wrong with N97's.
Why would there be any need to setup a special Support Line for N97's if there wasn't any problems? I don't remember there being any specific N95 or N96 Support Lines.
As usual, i was advised to go to a Nokia Care Point for them to take a look at it. What for? To replace it with exactly the same faulty part?