[slashd0t]

Hi All,

After a long conversation with Nokia Care this morning I got the answer to what happens when your Ovi purchase FAILS and you are prompted to re-buy.

"We do not have any ability to refund your money or re-issue you a download.  It is Nokia's policy that you go directly to the manufacturer over the application to get a refund or help in re-downloading.  Nokia has no way of actually looking at individual purchases from Ovi.  We clearly list this in our terms and conditions, and you must contact the developer directly for support with this"

Thanks Ovi.. If anyone here thinks this is NOT Nokia's policy and you work Nokia, please contact me and I will give you my case number.

It is my opinion that the Ovi store will FAIL based on this policy.  If you are charging customer for applications via your store (like any store), you have to hold responsibility  for the actual transaction.  Also, as a publicly traded company under SOX compliancy, you must have record of each individual purchase.

[dsrainmaker]

Hi,

This is absolutely not the case, and Nokia Care is able to help with purchase and downloading issues.

Rest assured- Ovi Store is fully supported!

[slashd0t]

that's great news.. Who do I call????? I'm NOT calling Nokia Care again.. Can I give you my case number so you can call this rep and explain to him how to deal with this?

[liberal_hippie]

That's just crazy.  I could also never get a straight answer about transferring purchases to a new device.  I'm afraid to buy anything from Ovi Store until these issues get resolved.

[ralx]

Well I don't think it's fully supported, I sent them a question through Support link days ago and this was the message I received:

The original message was received at Wed, 3 Jun 2009 19:06:25 +0300
from vaebh102.europe.nokia.com [10.160.244.23]

—– The following addresses had permanent fatal errors —–

(reason: 554 5.4.6 Too many hops)

—– Transcript of session follows —–
554 5.4.6 Too many hops 27 (25 max): from via localhost, to

Final-Recipient: RFC822; contactcenter.europe@nokia.com
Action: failed
Status: 5.4.6
Diagnostic-Code: SMTP; 554 5.4.6 Too many hops
Last-Attempt-Date: Wed, 3 Jun 2009 20:54:51 +0300

It's hilarious to receive this kind of error when you use an official contact form (https://www.ovi.com/services/support/care?id=services_support_care_d0e71)

[slashd0t]

If all of these people on here supposedly "work" for Nokia, why arn't they raising this issue internally and responding here with a method on how to fix it beside "call customer care"

Why not work something out with ONE rep who can fix this, have them have us call them directly and resolve this issue or something?

I'm tired of the Nokia staff coming in here and stating that it works and we can fix it, but, never offer any idea as to how we go about getting it fixed besides offloading the problem to a call center. 

[dsrainmaker]

Hi, I realize there were a few issues last week with Email routing, however we are now receiving emails regarding Ovi Store. The Nokia Call/Contact Centers are prepared to support Ovi Store.

We apologize for any inconvinience or confusion regarding customer support.

The Rainmaker has spoken again

[dsrainmaker]

Slashd0t-

I did respond again to you PM- please check it.

[ralx]

Nice, thanks for the notification, my question was related to slashd0t problem, I'd like to know why it's impossible to automatically redownload a purchased application in the same phone? Right now I'm afraid to buy an application because I don't know how could I get again my applications if I have a problem downloading or if I have to reset my phone for some reason, I don't even know if I can transfer my licenses to a new phone if mine dies and I want to replace it with a new one (nobody wants to pay again for the same applications every time needs to reinstall)

All of this are important aspects that are unknow right now for OVI store customers. Can you guide us with these questions?

Thanks.

Message Edited by ralx on 09-Jun-2009 10:21 PM

Message Edited by ralx on 09-Jun-2009 10:22 PM

[dsrainmaker]

Hi,

For now, the only way to get support with those items is to contact Nokia Care- hopefully there will be a more automated solution in the near future- but for now, you will have to send us an email.

Thanks,

Rainmaker

[slashd0t]

Thanks rainmaker for all of your help!!

[mikeindc]

I also had problems, but at least it was with a free app.  I tried to contact customer support and the message bounced back.  I will NEVER buy from stores when information submitted on their contact forms bounce back.  Nokia had totally messed up the introduction of their new store.  There is limited selection, items shown as free are actually trial, its hard to search.  There is no reason to use the OVI store.

[dsrainmaker]

Hi,

Your concern about the bounced back email is valid- I would feel the same way.

However, as I mentioned on a previous thread (and started a new one for support issues)- there was a temporary technical issue with the email system- is has been fixed...

we are here to provide support and hope you are confident in our efforts!

Thanks for your comments-

Rainmaker

[tambourineman]

I am sure glad I found out about this policy before I bought anything from OVI.  This policy is just crazy.

[dsrainmaker]

Hi,

What policy are you referring to?

There are solutions for all technical issues- and if you have problems downloading or installing- we can help...

[aronpresley]

So what Nokia want's is that we call them each and every time an app fails to install or if the app gets removed somehow ??? That's not fair ?? It's S60 and there are lots of bugs, I have reset my phone probably 5 times now, and after I lose my app I would wanna have it back because I have PAID for it. I wouldn't wanna pay for it again or call Nokia everytime just for an app problem, Why can't I get a simple " Download to Computer " link in the ovi store. Doesn't that make sense ??? That way I can always have a backup with me and calling Nokia all the time for small problems would be avoided !! I haven't got a chance to download any app from the Ovi Store, simply because I don't use a wifi connection and have a Internet Pack ! Where am I suppose to go and download apps from. ? I have to Google "5800 apps" and do a scavenger hunt all the time. Why can't we get better after all we've bought your product and have trusted you....

[tambourineman]

The policy (ies) to which I am referring is that if the download fails midway through, you have to re-buy.  Or if it installs, but then the phone is lost or completely damages and replaced, you have to re-buy.  Ido not yet know if I can do a complete backup of my phone and can restore everyting to a new one yet since my 5800 is my first Nokia since the 6230 as I have been using other manufacturer's phones and i have just had it for one week and am just learning about it.  With my other phones I could do (and did) a complete backup except whent the firmware was upgraded, the backup could not be restored - each program had to be re-installed.  Fortunately with the purchase came with a key, or the online store I bought it from maintained my account and I could re-download it ( or updates to my programs) for free.  But if you are not going to do any firmware updages to the NAM versions I guess that is not going to be a problem for us.

[tutster]

on my n97 uk, it has always said 'downloading 0%' then 'downloading failed'

ive never been able to download anything from ovi store and nokia have ignored 3 emails regarding this

also nokia music app is in a foreign language (the app not the content) yet the rest of the phone is english,

got no help whatsoever with this

bought a song from nokia music and it says 404 error, yet i can buy and download other tracks from nokia music,

yes youve guessed it.... i got no help what so ever again and still no refund, on tracks with drm when i could buy them cheaper from the record companys website without drm

bbc iplayer has also never worked, says 'need a wlan connection' but i have wlan set as priority 1

and i paid 500 pounds for this?

im sorry but if you work for nokia then you'd better start job hunting cause i want a refund,

(or doing your job properly in the first place would have been the better option)

[Dougreeler]

I have lost all software i paid for from Ovi when I upgraded to the new OS.  So I went to re-download it.  Firstly I could not find it in My Stuff - only my very recent downloads are there.  Next I went to Support and was directed to https://www.ovi.com/services/support/care which just took me back to http://support.ovi.com - so i am going around in circles...

I wish to buy more software but am losing faith.  Please help.

[xDesertDragonx]

Hello Dougreeler,

I would suggest trying to go here and enter your location:

http://support.ovi.com/index.php?id=contact&lang=en_GB

xDesertDragonx