My Experience With Nokia Customer Care

Hi Everybody,
I was looking to update my Nokia 6275 phone software, I needed to know "how can i?" after i exhausted every available option such as posts in forum, visited NOkia Web Site, etc finally i contacted Nokia CC two times. Firstly I was told to download updated latest version of PC Suit through which i can update my phone software(firmware). I tried that but it didn't work. Today for the second time i contacted again and upon asking them clearly that if there was any update for my Nokia?? i was put on hold for almost 4 to 5 mins and to my surprise NOkia CC executive told me honestly that they (Nokia CC guys) themselves doesn't know what is current version and they do not know if there was any new update released. How Ridiculous??? I questioned him why is it so? Answer is "Nokia stopped manufacturing this model" with this pathetic situation You will get to hear with iVRS upon connecting -- to take short survey about customer's satisfaction moreover Nokia CC guys will also remind you to take Customer's satifaction survey at the end of the call.
Thanks for taking the time to read

what is your your phone model???
press *#0000# and see your firmware version
then go to http://europe.nokia.com/support/download-software/device-software-update/can-i-update
and go sraight to step 3
open your battery
and write your product code in the step 3 box
if the numbers r bigger than the numbers in your phone firmware version then this means you can update
if they r the same then this means you r in the latest firmware
((send me a msg if you want more help
3310,7210,3650,6600,6630,N70,N73,3250,N95,5800,5530

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adrianhughes wrote:
guys, please just persist with your local Nokia Care outlet and have your phones repaired to your satisfaction, there is no point taking out your frustration here as it does not get anyone anywhere.
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E72 talk with the nokia customer care

i tried to talk to them with all the problems we E72 users are facing, but seems somehow that they either keep avoiding the question, or don't answer the question, but give answers that slightly have something to do with the question. either way their replies don't help whatsoever.
I tried to ask them to send a software engineer to look at our problems, I asked twice and they didn't answer both times.
[Sent: 06/09/2010 03:06:25 PM]
Hi, I read that there is a new release for the E72, v51.018. From current posts in Nokia's discussion page, many of the problems that existed in v22.007 and v31.023 were not resolved in v51.018.
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"Altogether 450+ errors are fixed"
Would you also be able to request an engineer to the Nokia Discussion forum in order to clear up any misunderstandings that current E72 owners have? that would be greatly appreciated.
Thanks
Nokia Reply [Sent: 06/09/2010 03:06:25 PM]
Thank you for emailing the Nokia Care Contact Center.
We apologize for the confusion that we may have caused you. In response to your inquiry about the availability of the latest software update for your Nokia E72, please be informed that update availability is based on many things, including existing Nokia device software version, country, and operator. It may be due to one of these variables that your Nokia device is not eligible for updates.
Please note that your mobile service provider, operator, or carrier may not have approved the latest Nokia device software available.
Nokia produces many different variants of each product (for different countries and languages) and not all variants have the latest Nokia device software. It is our priority to update all variants as quickly as possible, and we apologize for any delay.
New software may become available at a later date and to get a notification when new software is available for your device, register with My Nokia and subscribe to email or SMS notifications.
New Nokia device software is released on a regular basis, but please note that not all countries and operators support the latest version.
Kindly refer to the link below to manually check for the latest available software update for your handset:
http://www.nokiausa.com/get-support-and-software/software/device-software-update/can-i-update
We greatly appreciate your patience.
Should you have questions or concerns please do not hesitate to email us back and we will be more happy to assist you. To ensure proper handling of your case, kindly continue using the current subject line.
[Sent: 09/09/2010]
So, each E72 that has a v51.018 update are all completely different updates depending on the various E72 (singapore, North America, etc)? FOr the E72 that already have the v51.018 update available, many people have said that they are still experiencing problems that have been present since earlier firmwares.
Is there a location where we can see what changes are made on the varient E72 updates? Currently I have an E72-2 (North America) and I saw that the update is not out yet for the North American version.
Nokia Reply [09/09/2010]
Thank you for emailing the Nokia Care Contact Center.
In response to your inquiry, we are sorry to inform you that the specifications of the latest firmware is not available to our website. However you can check the latest firmware of your device on our website. I will be providing you the link for you to visit for more updates regarding our software updates:
http://www.nokiausa.com/get-support-and-software/software/device-software-update/can-i-update
THIS REPLY DIDN'T HELP ME AT ALL
Sent [11/09/2010]
On that website you provided, I did not see any message updates regarding software updates, merely whether my E72 model is eligible for a firmware update. Can you provide me the link with Nokia message updates regarding current firmwares? Also, there hasn't been much support on the nokia discussion forum about the current problems that the new firmware is experiencing. What is the update on that?
Is there any way of downgrading? many people have said that the out-of-the-box firmware version was the most stable and that the v31.022 and v51.018 were very unstable compared to the original.
Thanks.
Nokia Reply [11/09/2010]
Thank you for emailing the Nokia Care Contact Center.
In response to your inquiry, we really do want to help you with your problem because we know how important it is to you that your device will work well. However, we are sorry to inform you that there is no way for us to downgrade a device once it has already updated into a newer updates. We recommend that you send your device to our repair center for us to evaluate your device. We will be providing you our repair instructions below:
1. On your computer, visit the link below:
http://www.nokiausa.com/get-support-and-software/repair-and-recycle/repair/repair-locator
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Sent [11/09/2010]
I just went to the web link you provided, and it said that my warranty is still valid, however it has given me 10 days to mail in my device, otherwise i need to provide proof of purchase. Did i accidentally activate something? I merely input my serial number to see what my options are.
At this time, my phone has no problems, as i have not upgraded the firmware, BUT i am stresing that other owners of E72 are experiencing firmware issues, and I am asking if there is any way for a software engineer to investigate these issues so that future firmwares will have many issues solved that customers have found?
Nokia Reply [11/09/2010]
Thank you for emailing the Nokia Care Contact Center.
We apologize for any inconvenience that we may have caused you. In response to your queries, we would like to inform you that you did not activate anything when you verify the warranty of your Nokia E72. No need to worry about the online warranty verification.
In regard to the firmware update, updating the software of the handset will fix minor and major software issues that is causing and can cause issues. It is not our intention to provide more problem with the update that we are releasing. The main goal of the updates is to improve the device’s general performance.
basically the conversation went in a full circle.. its obvious the firmware is to IMPROVE the performance of the E72, but it would be very helpful if a software engineer can SEE the problems that we are facing. Basically we are the guinea pigs who are testing the software stability, and they are the ones programming.. If they are not going to look at the problems we have exploited, there will be no solutions for this phone.
Questionz, E72

25-Aug-2008 03:39 PM
grschinon wrote:
Romania is a member state of the European Union. As such you have a 24 month guarantee on the phone that any Nokia Care Point is bound to honour. If they refuse to repair your phone under warranty simply because you've had it for more than 48 hours, ask them for that in writing and send it to Nokia headquarters in Finland.
Also note that no Nokia representatives follow these user-to-user forums in a professional capacity. There are forum moderators, but they have no function other than their title.
Do you have a contact of Nokia headquarters in Finland to send e-mail ( it's can help me if i get a troubles with my N95 )?
Nokia! Take a care for me and we real say THANK YOU NOKIA and you can collect a more money

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