[ivor00]

I have for the last 4 yrs been a Nokia user from an early n80 to the buggy useless n97 here is the none response of the biggest mistake in my life/....N97 RIP.....

an email i sent and got noe replys ....

 This will be the second email now I have asked you to respond to, regarding
the situation I find myself in and I'm certainly not expecting you to reply
to this either, it absolutely beggars belief that a massive multinational
company such as Nokia has taken it upon themselves to ignore my plight.

I have a recorded now eight phone calls I have made to Nokia care UK I have
been on hold five times for up to 22 minutes at a time and then just hung
up, I was promised by Nokia care UK you would immediately ring me back with
the utmost urgency within 24 hours this is not the case I have subsequently
called you three times today 25th of August 2009, I have been placed on hold
by your operatives so they can get a second opinion as regards my complaint
and yet agin 25 mins later and music ..nothing again?

You gave me a reference number 1-7891938666 , what on earth are you playing
at do you realise your software has destroyed my computer in as using your
OVI software has resorted in me having several viruses downloaded from your
website onto my machine.

Several days ago I purchased an N97 Nokia phone on Orange, together with
this phone was the OVI software that I installed on my windows XP machine,
after the install the OVI software started to collect my photographic an AVI
data, this seemed normal to me until I tried to view my photographs in Nokia
photo.

In Nokia photo I tried viewing some maybe I is that the software had
collected but click in to an AVI Nokia photo requested I download Windows
media 10 player and had a click okay to presume, after clicking okay nothing
happened so I did it again nothing happened again so I carried on using the
software to view my photographs which allowed me to do.

About 30 seconds later my virus software Avast professional alerted me to a
virus I subsequently deleted the virus but it came back again and again and
avast reported that the virus was in fact win 32:Vitro.exe, try as I may I
could not stop the virus spreading in fact the virus was so powerful it
stopped my anti-malware and Spy Bot software from running.

The consequences of this virus which came from your website on request from
Nokia photo and speaking to your colleagues at Nokia care UK all they wanted
to do was to blame Microsoft because in fact the file that Nokia photo was
requesting to download was Microsoft windows media player 10 and so
according to you it was their fault.

When I spoke to Microsoft I spoke to somebody in their technical support
section and they said and I quote because Nokia is affiliated with Microsoft
they have access to the Windows media files through their website, when I
mentioned this to Nokia care UK they also confirmed that in fact they to
were affiliated with Microsoft.

The consequences of this virus has rendered my operating system inoperative
and further information gathered from websites that deal specifically with
viruses and malware suggest that in fact the Win32: vitro.exe virus is a
very aggressive virus and that the only true course of action to get rid of
it is to format my hard drives.

further my external hard drives have also been affected by the win32:
vitro.exe virus I have over 3 TB of information that has been destroyed as a
result of these viruses from your website, I have repeatedly sought help
from both you Nokia and Microsoft, Microsoft has said it is your fault you
say it is Microsoft's fault I am left with 10 years of collated information
treasured photographs treasured videos, treasured letters, and lots more in
ruins because of this virus, at present I am sitting here absolutely
devastated and distraught at my loss I am spending money contacting you for
advice and you are systematically ignoring me, you promised you would
contact me with the utmost urgency don't you care about your customers does
it not matter to you that you have viruses that destroy people's lives and
computers on your website.

What am I to do now I tell you what I will do if you don't do what you say
you can do about it help me recover my last files and tell me whether it is
safe for me to use my Nokia N97 phone or not, I'd also want to be reassured
that the Nokia software is safe to use, if you do not reply to me and gave
me assurances you will help I will contact the BBC, ITV, Channel 4, sky
News, the newspapers including the Times, the Telegraph, the Observer, the
New York Times, Jay Leno anyone that will listen to my plight.

I have given you enough opportunities to help me sort this out please don't
ignore me any longer because in the current climate the way the situation is
right now words will speak louder than actions, I have already prepared a
video for release on youTube detailing the plight I am in, I'm sure if Nokia
UK will ignore me and people out there saying my plight won't.

Don't keep ignoring me Nokia care UK

sincerely yours 

[radical24]

ok really, this is a user to user support, problem solving, trouble shooting forum. what do you excpect is going to happen here with this letter. do you have a problem or an issue that you would like us to assist you with ? and i mean a concrete thing like how do you do this? or how do you find that ? 

[recall]

The virus would NOT have been from Nokia, but rather some illegal software you have downloaded via torrents.

[ivor00]

I did'nt expect anything just wanted to put into reality how **bleep** Nokia Care UK are that was what the letter was about,

Also got a very expensive piece of **bleep** called an N97 sat in the corner switched off because the Nokia Tech idiots dont know if it is carrying virus's and cant tell me what to do next with it.

Also the fact that they are blaming microsoft just goes to show how chaotic Nokia really are because instead of helping allthey are doing is blameing someone else..Great advert for nokia products and suggests all te comments ...

"Nah would'nt touch nokia with a 10 foot bargepole"

So if you can or anyone enlighten me into what to do next with my main pc riddled with nokia virus's an N97 with an attitude, OVI software that just wants to download virus's  in the disguise of Microsoft media player then i would be grateful, WIN32:Vitro.exe has destroyed the op on my xp pc took out Avast pro antivirus,killed Spy Bot, and murdered Malware anti malware...annoyed rather?

[ivor00]

Thats a great assumption you are making their you idiot first of all my software is legitamate more so han your stupid comments...?

[radical24]

i get that you are beyond upset and frustrated but there is no reason to insult anyone. another user just asked a question. all questions are legit just like the answers that one gives. 

[mccbleue]

In your mail to Nokia, you raise a number of points, but here are a few comments:

I, along with millions of other users around the world, have Ovi Suite and other Ovi software installed on my PC and laptop with no problem - how on Earth can you be so sure that Nokia is the source of the virus that you have came from Nokia? If nothing happend when you clicked 'OK' to proceed with the download of WMP, then -erm- nothing happened. The fact that you noticed the virus shortly afterwards is most likely pure coincidence. What other software do you have installed on your PC that has internet access? Most things that you install nowadays run permanently from the system tray, so they're active even if you down double-click their desktop icons.

What does Nokia having a business agreement with Mircsoft and having access to Windows Media files have to do with your virus? Nothing at all.

The chances of Nokia, Microsoft or any other big company being the source of your virus are as near to nothing as makes no difference, if your AV software is unable to remove your virus then I suggest that you update or replace it, and be more careful about what sites you visit and what software you install in the future.

As for your N97 sat in a corner because you are scared it might have viruses, this fear is completely unfounded. Your N97 does NOT have a Windows operating system, so firstly any viruses that it might have could not infect your PC any more than a Windows virus could infect an Apple Mac, and secondly the Symbian S60 5th Edition operating system in the N97 has no viruses whatsoever. A very small number of viruses existed for much older version of the Symbian OS, but they could only infect a phone if activated by the user running (things can't self-install without your knowledge in Symbian as they can in Windows), and these viruses were so inaffective that they were never developed beyond 2nd Edition - 3rd and 5th Edition phones on sale to day are currently safe from viruses.

Feel free to take your story to the press and media, because the outcome will be that any number of experts will step forward to point out that Nokia is not the cause of your PC problems.

Message Edited by mccbleue on 26-Aug-2009 11:24 AM

[ivor00]

Insult someone i came on here looking for advise and i have one of your own advisers accusing me off piracy, Its a bit rich to assume that when i mentioned i have recieved in my opinion a virus from the nokia website your adviser was quich to mention that was impossible and it could'nt be possible for nokia to do such a thing  ow no, But it could only be done as a result of torrents i have downloaded,

Speaks for itself  the complete lack of response from Nokia care uk and the advise give on this website leaves me to believe  one thing dont ask ????? unless you want to be accused of piracy......wait tio be accused of some crime first.

[mccbleue]

My advisers? You misunderstand where you are. This is a user-to-user forum, I am not employed by Nokia and neither is anybody else here unless their username has the blue Nokia logo under it, which is mainly the moderators who are not themselves support advisers.

Nokia does not give support via this forum, you have to either e-mail or call.

[ivor00]

Reading your comments Guru with all due respect do you think im an idiot i don't make assumptions on a wim i mean I came on here to have a rant or question Nokia's integrity, Not to be accused of software piracy or it can't possible be nokia's fault ...Herres a question of probability say i use a PC everyday for 5 yrs or so with no serious problems doing the usual updating downloading installing replacing and no real problems arise, Also considering i run legitimate software although your advisers think otherwise.

I have Avast Pro antivirus running as part of my start up routine, also Spy Bot anti-malware.And Malware..anti malware..yes overkill i know but cautious yes, ans again daily frequents visits to the internet and yes lots of software is connected and various ports are open and routines running...I plug in a new phone called a N97  and install the software Ovo nokia with it and this is the time my usual mundanr tranquility is broken by all that i have already explained..

Now guru do you think if we polled 1000 people and asked on the balance of probability before or after installing Ovi and a Nokia n97 was the problem cause ....what do you think they would say???

I am going to take a chance here and assume you think differently.....

I went to Nokia care uk for help and got nothing ,zilch ,blame ,squidly dot? came on here and got accused of software piracy!    nuff said

I will close my account on here because here is not what is professes to be..

[mccbleue]

999 would probably consider that many thousands of N97s have been sold without infecting PCs, and hundreds of thousands of people use Ovi software without viruses. 1, I expect, would stick to his belief.

You can't base probablility on a single case. How many other users do you know whose XP PC caught a virus after they bought a Nokia phone and installed its accompanying software?

Thanks for taking the time to visit us, I'm sorry we couldn't help you, have you tried Avast customer care?

[psychomania]

Great points made mccbleue.

This to me looks like a classic case of a "false positive" where an AV/Spyware/malware program incorrectly identifies something as a threat.  Sometime these programs can incorrectly interact with each other and cause all kinds of warnings to be generated.

About a year ago I removed avast from my system due to the amount of false positives I was getting.  I've since been using AVG free without any issues or misleading warnings.

[vandelay]

Ivor00,

Nokia Support Discussions is a global user-to-user forum with millions of monthly visitors all over the world, and it's accessible from several Nokia websites, including USA, UK, Africa, Middle East, Asia and Australia.

Whilst our community may be able to help you with your virus problems, this forum is really not the place to complain about the service received from Nokia Care in the UK or in any other country.

If you are unhappy with the responses you are getting (or not getting any at all), I would advise you to call Nokia Care in the UK once more and ask to make a formal complaint about their service.

Thank you.

edit: I do hope you get your issue resolved!

Message Edited by vandelay on 26-Aug-2009 02:41 PM

[snowi]

p.s. you sooo got your virus from installing dodgy stuff! Wont be from Nokia or Microsoft, but nice try blaming it on them

[lutin]

Ivor00, 

The people on here want to help you, so here is my advice: Help them to help you.

[roz_n97]

methinks he protesteth too much...

...but I can understand the frustration.

[mitchr]

Ivor, I understand and sympathise with you. I also agree with you that Nokia Customer Care UK is non existent and they should be exposed at every opportunity. This is a public forum, public domain, so anybody who think Nokia CS UK is as useful as a cat flap in an elephant house please feel free to say so.

Nokia, this is for you. All those working in Nokia CS should hang their heads in shame. You get a salary, please explain what you do for this salary. You certainly aren't helping your customers.

Message Edited by mitchr on 26-Aug-2009 06:54 PM

[metalfan]

Computer illiteracy can not be blamed on Nokia, ivor. You don't have to be doing anything illegal for virus' to be downloaded.

Have you actually got any problems with your N97?

Now, besides the complete lack of response from Nokia (which is definitely unacceptable), I can not for the life of me see what Nokia has done wrong?
You should back up any valuable information on your harddrives. If your harddrive failed, what would happen after that?

[hejhoppsan]

No-one who thinks its weird he has 10 years of photos/videos without making a backup of it?

[Hysteria74]

Hi there,

Ive got to say your discussion has me quite concerned. I have been experiencing some really frustrating problem with my pc being virus infected. In most cases, the viruses were messing up Windows but I could still just about use my computer. However I recently changed my Virus protector from Norton to Avira and have Spyware Doctor plus a bot cleaner on the computer.

Today my phone ran out of battery (the age old issue with Nokia where the battery can go dead in one hit) No problem I bring it home plug it into my laptop and wait for it to charge. Then I got a huge shock. Avira warned me of ***9*** virus all originating from the phone (the H drive) 9 Viruses!!!??!!! They were not there this morning when the phone was Not connected. 

I called Orange (the service provider) and they expressed concern. They did advice me that they have now stopped selling the N97 and Mini because they feel the phone isn't worth it. I am now really worried that my phone has been infected (despite the fact that it does for the most part work perfectly fine. The FB widget is a pain in the proverbial) and in turn it has infected my pc.

So I fully understand where your coming from buddy. I shall begin the fun with Nokia tomorrow and fingers crossed, for a happy outcome.