E90 - :( Official answer to our complaints... :(

I just had a phone call with our Nookia support !
No possibility to get any information about a "new E90 generation" production or existance !
Neither an aknowledgement of the recurrent problems we discovered ! Seems we do not exist, or we are the few only one having discovered problems with this E90 !
The only solution they propose is :
- Go to a Nokia care center.
- Ask for a technical review
- Get a report
- Contact Nokia back
- Wait and pray for accepting an exchange !
Resulting in :
- Having paid 899 € for a phone (3 to 4 times the cost of another mobile !!!)
- Having to wait between E90 sent back to Nokia and received back from Nokia
- Having to reconfigure and reinstall all the stuff.
- Pray to get THE new "bugfixed" release one if any !
I also asked them if, in the case they discover REAL problems with a specific serie, if they would post a tool like for the bad batteries... based on the IMEI
The answer was typically the one of a politician ...
And I'm still waiting for it, or at least trying to understand what he tried to tell or NOT to tell me !
Bref, I stayed 15 minutes at the phone for NOTHING !
Calling that service has the only one advantage : if you have nothing to do, you will be occupied !

Forgot to post this:
Open up your device
By default, the E90 and other modern Series 60 smartphones come 'locked down' in terms of the applications they'll accept, installing only those that have large companies behind them, able to afford the expensive 'signing' process. But there are hundreds of other great applications, many of them free, that are 'unsigned' ('self-signed') (although under S60 3rd Edition, totally unsigned applications are slightly restricted in what they can do). Don't worry about this (see my malware article to put your mind at rest). Just go to 'Settings | Applications | App manager' and set 'Software installation' to "All". and 'Online certif check' to "Off". You can now install any compatible program without being blocked by spurious security warnings!
Use those shortcuts!
As befits a communicator with a proper keyboard, Nokia have outfitted the E90 with lots of shortcuts, although it still falls a bit short of those in its full (Series 80-driven) 9500 predecessor. Here are a few of my favourites, some obvious (as they're similar to those in non-keyboard S60 devices) and some not so obvious:
In any text-entry application or dialog, Ctrl-C copies highlighted text, Ctrl-X cuts it and Ctrl-V pastes it, just as in any desktop application.
In Web, '8' brings up the mini-Map, '1' gives you bookmarks, '5' switches windows.
At any point in the E90, you can:
cycle between running programs, Windows-style, by holding down 'Chr' and pressing 'Tab' until you get to the app you want
use 'Chr'-'p' to switch Profiles
In Gallery/Images, '3' rotates images, '*' toggles full-screen on/off, while '5' zooms in and '0' zooms out.
In Gallery/Video clips, '2' toggles full-screen playback and navigator-up fast forwards within a clip.
In Calendar, '#' takes you to 'Today, though watch out that the current firmware has a bug that doesn't update the right hand information pane.
There are plenty more shortcuts to find and enjoy (and don't forget the row of dedicated application buttons beneath the screen, they're easy to overlook if you've come from another S60 device!), even in third party applications (see the next item), though it's hard to remember them all - the ones above should save you the most time.
A better Office
The E90 comes with a stable but fairly old and un-optimised-for-the-E90 version of Quickoffice (v3.85). I strongly recommend paying the extra and doing the upgrade to the latest v4.5. It's better in all departments, it's faster, it's more compatible with more files, and, best of all, it has loads of extra keyboard shortcuts for the E90, designed to make old Nokia 9500 users feel at home, mimicking many of the key combinations of the office apps under Series 80 on the 9300 and 9500.
Levelling up
Many E90s have uneven rubber feet fitted, seemingly. If yours 'wobbles', experiment with shaving down or even removing the 'tallest' foot. Worked wonders with my device!
Pump up the brightness (1)
The default themes that ship with the Nokia E90 are mainly dark and boring. Maybe they 'fit' the idea of a business device, but you'd be a lot better served with a simply bright and white theme, such as this one: white_revisited_13.sis (sorry, no idea where it came from now!) More contrast and a much simpler and less distracting display!
Show the KUDOS button some love.... Hit that bad boy.... It don't hurt....
Apple iPhone 5,
Retina MacBook Pro, iPad Mini, Nikon D4

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COMPLAINT 1:
Dear BT
We have been BT customers for a long time, and switched to a triple play deal a couple of years ago, taking phone, broadband and TV from you. I assume this is what you want from all customers, and we were happy with the deal.
I was even more pleased when I learned that BT Sport was coming, and I signed up early so not to miss out on subscription options. However, now I am trying to add BT Sports, being a long term committed customer of BT has placed me at a SIGNIFICANT DISADVANTAGE.
As I write, I am currently on hold to your customer contact team. In total, over the past 2 days, I've been on the phone for 6 HOURS trying to get this resolved. Let me take you through some of the pain of that 6 (yes 6!) hours.
1. Having received no communication via email or through MyBT in advance to enable me to access BT Sport, I waited until the launch. Being a BT customer, having BT Broadband and BT Vision, I was aware that we do not live in an Infinity area but the communications seemed to indicate that I would just be able to start watching online as soon as BT Sports was available. So I logged in through MyBT (having made sure I had access to it a few weeks ago), but when I tried to add BT Sports / access BT Sports, I received an error message asking me to contact BT. So I did.
2. Having used the QueueBuster feature (which is brilliant - why can't all your departments have it?) I received a call back within 10 minutes, in which the advisor informed me that 7.9Mb was not fast enough to receive BT Sport. I asked about the non-BT Infinity option, to which I was advised I could not receive. I was doubtful, but thought this may be possible, and so asked for help to access the app. He said he couldn't help me with this, and so I was transfered.
3. Eventually I got through to the technical help team. It took half an hour for them to figure out I could not access the app as I had not SUBSCRIBED to BT Sport. I asked HOW I was meant to subscribe, as I had received no communication on how to do this and every link in your utterly confusing website ended up in the same message. They passed me to the BT Sales team to organise this.
4. After another long wait I eventually got through to another department. When I explained my situation (all I wanted to do was watch BT Sports on my laptop, and I am a BT Broadband customer) they said I needed to subscribe. I said I know this, that's why I've been put through to them. After another 20 minutes going around in circles I was advised to go through to BT Sport on 0800800801. I asked to be transfered, which they could not do, so I hung up and called BT Sport.
5. I spoke to 2/3 advisors at BT Sport, who were able to identify that the cause of the problem was that I was on an OLD triple-play package, and that they could not process the order. All tried to transfer me through to the Exceptions team. All calls failed - just cutting off after 20 minutes on the call.
6. I gave up after 3 hours of going round in circles and decided to try again in the morning. I called back at 8.30am this morning. Now, at 11.30, it has just been resolved.
7. I called at 8.30 and spoke to Richard, who tried to be helpful but couldn't get any further either, and so transfered me to Exceptions. He tried to hang on but understandably after 5 minutes he had to transfer direct. The call then inexplicably dropped.
8. I called back again, and was put straight into the queue for Exceptions. After 40 minutes, the call was finally answered and the helpful Jeanette took up the cause. She explained that our package was an unusual situation (WHY?) due to it being on the old system. She tried to unpick it and process the order, but after half an hour her system would not let her go any further. So, diligently she asked to call me back after she'd reset her system. This she did, and half an hour later again (at around 10.30) she was finally successful in putting our package back together. For this we needed a new Vision box, a new router and a new viewing card. Great, sorted I thought.
9. I checked online for the order, which showed up fine on the email confirmation. I then double checked by tracking online, and found all the equipment was due to be delivered to our old address! So, I had an email to the right address, all account details in the right address, all details confirmed on calls (at least 9 times) to the right address, and our old address in on the delivery details?
10. I phoned back after again FAILING to change the details online. This time the call took around 40 minutes, and I was transfered to 2 departments just to check and confirm that the wrong delivery address HAD been allocated, and to change this to the account address. Something that I was lucky to catch - and I only caught on double checking online due to the PAINFUL experience I've had with BT over the last 2 days.
Finally, I'm hoping all is resolved. The package I believe we now have includes:
1. Line rental paid upfront for 1 year
2. BT calls package (weekends and evenings) at £2 per month
3. BT Unlimited Broadband at £16 per month
4. BT Vision Essentials pack at £5 per month (including BT Sports)
5. A new router
6. A new BT Vision box
7. A viewing card
This has been a hard slog. And surely it should not be like this for a customer who has been with you for a long time and has taken all services from you for a long time.
In fact, I'm sure it would have been much easier for Sky customers to switch to BT or add BT to their existing Sky package than it was for this BT customer to get an additional BT package!
I hope you can understand my EXTREME frustration with this process, and the time it has cost me to do this. Indeed, it would have been quicker for me to switch everything to another provider I think.
So, I would certainly like to be recompensed for this SEVERE INCONVENIENCE. I am happy to pay the £23 per month agreed, but I would like all upfront fees (line rental / BT Hub / Vision Box / Viewing Card / Delivery fees) reimburded as a gesture of goodwill and recognition that it really should not have been that hard.
I look forward to your positive response to this matter.
COMPLAINT 2 (After the equipment was delivered to the wrong address)
Now I don't have complaint 2, but it was something along the lines of why did I bother when you ended up sending my package 300 miles away from where I now live after confirming everything with you. TWICE.
COMPLAINT 3: (after getting the equipment, minus a remote control, and finding out it's useless anyway)
Dear BT
I've written so often that I almost feel like an old friend. Or a jilted lover, given that all of my messages fall on deaf ears, my calls aren't returned and there's never anyone to answer my call.
You've really outdone yourself this time.
You'll recall on my last love letter that I complained about the delivery of our new equipment going to the wrong address after I had confirmed with you that it would go to the right address? And this after 6 hours of trying to unpick our LEGACY package so I could adorn you with more money and you could tie me in for another 12 months of loveless partnership?
Well we eventually got our equipment (delivered from 300 miles away - no thanks to you), and had the joy of installing our new YouView box, only to find no remote control. The irony of it was that a new box was ordered as I had requested a new control for our broken one on our old Vision Plus box. So, back on the phone I go to try to get a control sent to us PDQ, and guess what...
1. You don't need a viewing card for a YouView box (oh, yes you charged me £10 for a Viewing Card too)
2. I can't get BT Sport (which was the whole purpose of this utterly fruitless exercise) on a YouView box with copper wires?
So why oh why have you sent me a new YouView box AND CHARGED ME FOR IT when I can't use it to get what I want? AND WHERE'S THE REMOTE CONTROL!
So apparently the magical, mysterious Exceptions team have the power to put everything right and make it all work. Except they're the ones who messed up in the first time. And your oh so lovely customer assistant assured me they aren't as busy as they were a couple of weeks ago. Well I've been on the phone 50 minutes now and still got a ring tone, and I know the lines will cut off in 30 minutes as the department closes at 8pm.
So, to sum up:
1. You've charged me god knows how much and tied me in for 12 months
2. You've removed our ability to record live TV on our Vision + box, and deleted ALL of our precious recordings
3. Sent me a Viewing card that doesn't work (it's a 118 card and my box asks my to enter a 119 number) AND charged me for it
4. Sent me a new box for which I don't NEED a viewing card.
5. Sent me a new box WITHOUT a remote control
6. Sent me a new box with which I can't get BT Sport
7. You are charging me £5 a month for LESS TV functionality
8. I have wasted 7 hours jumping through your hoops
9. I have sent you 2 previous letters of complaint - this is my third. ALL so far are unanswered.
10. Delivered the wrong order to the wrong address AND CHARGED ME FOR IT. AND I got the redelivery done myself as it was quicker than getting through to you!
Unbelievable. Shameful. Embarrassing.
It's actually worth spending £100 a month with Sky just so I don't have to deal with you.
In fact, I think I might just do that unless I get a pretty speedy response and an incredible gesture of love from you soon.
Much love

Hi aaronjaffery,
Welcome and thanks for posting. This certainly doesn't sound good at all. I'll be happy to look into this for you if you wish. Drop me an email with the details. You'll find the "contact us" form in the about me section of my profile. Once I have the details we'll take it from there.
Cheers
David
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

A long list of complaints that no one at BT will a...

I was a customer of BT for about 2 years and before that had always had a BT landline in properties I lived within and never found any problems with their service until I came to moving house and then some very serious customer service problems started and my relationship quickly deteriorated. I would gratefully accept any advice or tips on how to resolve my problems of which a brief outline of them are below. At the end of October 2010 I moved house. At that time I cotacted BT to see if they could transfer my previous phone line to my new address. At this point in time the person that I contacted at BT told me that there had never been a bT line at my new address and I would have to pay the full price for a new installation – or if I took out BT’s broadband then the price would be half of the 127.99 original price. Being the best of a bad set of choices I went for the taking BT broadband and installation. We booked the appointment for the engineer to come out on a Tuesday afternoon 6/11/10 however on the Monday an email was received to let us know that the phone line has been fixed and there was no need for an engineer to call out. This we found very odd indeed, as we were told that there was no line ever going into this property. Concerned about this we rang BT to try and find out what was happening and how they possibly managed to install a phone line without gaining access to the property.. The person on the other end of the line insisted that the engineers fixed the line at the exchange, this at the time I disagreed strongly and kept the arrangement in place for the engineer to call out on the Tuesday. Tuesday morning came and another email came through and it stated that the issues had been resolved. This again was followed by a telephone call to argue with the call centre that the line can not have been fixed, they still insisted that it had, and to be honest by now I was starting to doubt myself. I got home and spoke to my partner who had taken the day off to wait for the engineer and we looked for a phone line that we were lead to believe by BT that was never in at this address. After a bit of searching we discovered that there was indeed a BT phone line going into the property however this wire was not connected. By now my patience was starting to wear thin, I’d be lied to consistently, first that I’d need to pay for an expensive installation, that an engineer would call out, that the line had been fixed (twice) and any time I rang I was being told a different story of what was happening or what had happened. I rang to let the engineering people know that the hadn’t been fixed, and they assured me that an engineer will call out and sort my problems on Wednesday. Wednesday came and no sign of an engineer came. As it got close to lunch time there still was no sign of an engineer, I gave BT a ring to see what was happening, the person on the other end of the phone then provided to tell me that the engineers wouldn’t be calling with us today as the system that is used to allocate the work to engineers was not updated properly and they could not call out with us today. That afternoon we contacted BT to speak to the cancellation department, we informed them of the situation and they were very helpful after they transferred us through to a member of staff in an English call centre that understood our complaints and frustration. The member of staff then informed us that we would not be charged for the installation of the phone line or any of the broadband. However a bill had already just gone out to us, but we should ignore this and the correct bill with the installation and cancellation charges taken off and as in lieu of the poor customer service received the cancellation charge from my previous address would also be removed, leaving us with just the calls we made at the previous address. We were told that this would be sent out 14 days after the date of cancellation. The bill arrived full of charges for installations and cancellations so we did as instructed and ignored this. Then a week or 2 later a reminder came which paniced us a bit, so we gave bt a call and again this was just a standard reminder and they are generated automatically so I should just ignore this as well and the new bill was going to posted out in a few days. On the Thursday after we had cancelled every service we had with BT a engineer called at our house just was we were preparing to go to work. As we had we had cancelled BT the day before and none could afford to take another day off to allow them access to the property we informed him that we did not require their services and they left. So we sat waiting for this amended bill for BT to come and a few days ago a bill came, however no amendments were made, in fact there was the entire previous bill with a late charge added in for good measure. Very confused and annoyed we tried to speak to someone form bt however the call centre worker either, couldn’t understand what we were saying, why we were not happy, or the systems bt use to check customer accounts is completely different from one call centre to another. He said that the matter is being transferred to the investigations department but to be honest I’m not a 100% confident that this will be done. I’m really not sure what to do any advice would be most welcome, I don’t really want to be paying 127.99 for an installation that never happened and then another 30.00 cancellation fee for a service I never received in the first place. I’m also not best pleased that they have also added in late fees for a bill that on 2 occasions I was advised to ignore.
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Hi alx845208,
Welcome to the BTCare Forum.
Sounds like a right mess, sorry you've had to go through this. If you can email in your forum username and BT account details (this will be in the bills you received) I'll look into this and see what we can do to sort this out.
Thanks,
Stephanie
Stephanie
BTCare Community Manager
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E90 - :( Official answer to our complaints... :(

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