[megirgin]

Dear friends,

I've been a Nokia user since 1993. To date, I've used more than 70 different phones from different makers.

When it comes to after-sales customer support, in my opinion, Nokia is no better than any other company.

The questions I am asking your opinion are below:

1. Shouldn't Nokia have some Nokia Company Employee(s) to monitor all the complaints and bugs mentioned in these forums to report to relevant departments?

For example: This forum divided to sub-forums like "N series Devices", "E series Devices" etc. What I suggest is: one person monitoring "N Series Devices" forum and report back to HQ or software development dept. or whatever the department is, and another person do the same thing for "E Series devices" so on so forth.

If they can't spare a person for each forum, they can chose one of the prominent members of the forum to report such complaints and to this member, in return, they can offer some test units of upcoming products to field-test and report back, so that this user, in some way, can be honerd for his/her contributions to help better the company image.

Of course, if Nokia has such a thing, than this suggestion is invalid.

2. Shouldn't Nokia have a direct "Bug Report HotLine" or "Bug Report Link/HotSite"?

There are no companies with such a service. This could be a great way for Nokia to strengthen the Corporate image and increase the trust of the customers towards the company and its products.

Aren't you all sick of self-servicing your phones and firmware.

What really bothers me is, just like any of you out there, none of us know whether our complaints are being heard, and we don't even know how many of those bugs we mentioned are also discovered by Nokia and will be fixed.

I would have felt great if Nokia had released a statement after the buggy 200 firmware for E71 saying that there are some bugs in the firmware which they are working on. But there is nothing. And this silence on behalf of Nokia is really irritating me. However, I am too much hooked on phones with Operating Systems. Otherwise, I would have gone back to my Ericsson 688 a long time ago. (Btw: I still have it and it is still working)

Message Edited by megirgin on 15-Mar-2009 02:54 PM

[cjlim]

Nokia always meant this to be a user to user forum. Having Nokia technical people here would detract from that original intention. To contact Nokia directly with an issue, you are supposed to use the "Contact us" tab at the top right of the screen. 

Bugs can be reported using the "Contact us" tab as well. Please bear in mind that most bugs are actually the result of of modifications by networks when branding the firmware. One good example would be the N96. Whereas Nokia would have ironed out most of the bugs from their generic firmware, network branded handsets continue to suffer from serious bugs. My non branded N96 which I get when it was launched had a few minor bugs on V10 but the update to V12 released within 2 months sorted out most things. 

[wocius]

I am sorry; I don't mean to be rude, but the statement:

"Nokia always meant this to be a user to user forum. Having Nokia technical people here would detract from that original intention. To contact Nokia directly with an issue, you are supposed to use the "Contact us" tab at the top right of the screen."

is ludicrous. (I added the emphasis.)  It might change that intention, but it would enhance it, rather than detract from it. Does the poster think users wouldn't ask questions, post issues, seek help, etc. if Nokia were involved here? Would they be too shy?  Embarrassed?  Fearful of revenge from Nokia?

There is absolutely no sensible business reason, other than saving the cost, for Nokia not to monitor and participate in this forum.  Requiring users to send private e-mails that won't be seen by the thousands of concerned owners who follow this forum makes no sense -- unless, that is, Nokia doesn't want users to know of the problems other users are having.

[archie_]

Well, I suppose you have to look at it from Nokia's point of view - which happens to be one of incredible success. There's quite a few Nokia users out there with their own set of what they each believe to be unique problems. Because of the number of people using Nokia products, the likelihood that more than one person will have the same problem(s) is quite high - it should at least be in the thousands (I hope). So the likelihood that they'll find concurrence here is also high - provided they can search the database accurately.

If users where to send complaints directly to Nokia, it would either be to much for them to get through, or they (Nokia) could find common threads and act on those. Alternatively, Nokia could set their systems to search for common threads here and similarly act on those troubles - which eliminates the need for people complaining directly to them about common problems.

I hope the problems I have are common enough, and that I'll also be able to mend them..

[archie_]

Well, as it turns out, the problem I had with Windows Live, someone else also had - on a different phone and through different circumstances. The common solution was provided by mbamg at this link: http://symbianv3.com/new-windows-live-messenger-perfect/