How Nokia Lost Me as a Customer

Dear Nokia,
I am not sure if this is the right place to post this message, but I am tired of not being heard by any of the other means of communication with the company.
I bought a Nokia Lumia 900 around April 2012 (right after release) for full price and off-contract. The phone works great and looks even better. In terms of functionality, wp7.5 is great and in my honest opinion way better than iOS and Android. In fact, I was thrilled to hear Nokia had gone with Windows Phone, which definitely factored into my desicion to buy the Lumia originally.
However, what I did not know, was the extent of neglect that Nokia would put me through after that. I am a student, and about 3 months after I bought the phone, I left the US to begin a study abroad program in Spain. When I tried to unlock my Lumia 900 for international use, I hit a brick wall. As it turned out, the Lumia 900 is an AT&T exclusive, so while Rogers users (in Canada) and in other networks around the world could unlock theirs without an issue, AT&T users were STUCK until the magical date of October 8th (the date at which the phone would become eligible for unlock).
We are now at October 17th, and despite my numerous attempts to obtain an unlock code, my phone is still locked. This is what my experience has been: AT&T asks for my IMEI #, then claims that the phone is indeed eligible for unlock, but they cannot for whatever reason find the code. After HOURS on the phone, they "opened a case" for it, for which I never received an answer. AT&T also recommended calling Nokia. Off to call Nokia. Nokia says that they do not have the unlock codes, and that I should call Microsoft. Off to call Microsoft. Microsoft says that they do not have the codes, and that I should call AT&T. Needless to say how much time has been wasted on this and how stressful, frustrating and futile the effort has been.
This entire issue is not even to mention the fact that my phone will not be able to support Windows Phone 8. Which essentially means that I am stuck, overseas, with an obsolete phone that I can't use and can't sell.
Thank you Nokia for at least venting my frustration. Unfortunately though, you have lost a previously passionate customer.
Best,
Max S

Hi maxisultan,
Thanks for your post and welcome!
Sorry to hear about your experience obtaining an unlock code. Providing unlock codes is the responsibility of the carrier and Nokia Care will not be able to assist you with this. Besides that Nokia Support Discussions is a user to user support platform and not a 'direct to Nokia' support channel.
I understand that being in Europe will make it more difficult to communicate with AT&T but unfortunately there is no other option. I will however forward your post internally and ask for this to be looked into. You are obviously free to contact Nokia Care USA directly to voice your opinion on this to them as well. You could ask them to also forward this. You can reach them through voice, mail or chat using the 'Contact us' link on this page.
Press the 'Accept As Solution' icon if I have solved your problem, click on the Star Icon below if my advice has helped you!

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How Apple Lost Me As A Customer

I have been a strong supporter of Apple products since I switched from a PC four years ago. I've told everyone how great the products are and how well they work. I've gotten my friends and family on board with various devices and computers.
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- He asks me what OS I am running. I say "Snow Leopard, the latest version. Here's my installation disk." He says "We don't need it, we have a copy."
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- Wednesday I get a call my computer is ready for pick up.
- I drive an hour to the Apple Store.
- I pick up my computer and bring it home.
- I turn it on, and they've installed regular leopard, not snow leopard.
- I find out Lion is released. I get excited. "I'll just get Lion right now!!"
- I cannot get Lion running regular leopard. I need snow leopard to get Lion.
- I try to install snow leopard myself. I get an error 10 min in. And then my computer won't boot up again.
- I call Apple Support and reopen my case. The technician, Robert, calls the Apple Store for me. He says he is sorry for the confusion, but he has set up a appointment for me the next day and I need to take my computer back to the Apple Store, and have them install Snow Leopard.
- I ask "Can't they just install Lion?" He says "No, you have to download and install that yourself."
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Your whole story ***** and I am sorry for you. However, this is what I do when that sort of thing happens. Apparently your MacBook is old if it has a Core Duo (not a Core2Duo for Lion).
The easiest solution would have been to just buy a new one, and have the old one repaired at leisure. That's what a professional would do. Then, once your old one is repaired, it is a back up machine for future fiascos. Also, buy APPLECARE. It's worth it's wieght in gold. Once, I brought an iMac in for repair for the same issue a second time and their solution was to just hand me a brand new iMac, two models newer than the broken one.
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