I have had endless problems with my upgrade to a Nokia N8 cellphone. It has cost me huge amounts of time, frustration, data downloads, fuel and cellphone calls. Yet Nokia is not interested in any form of compansation. Who does one take to court when it comes to large corporations like cellphone companies? I am aware that if you take the wrong person to court it will be thrown out of court.
Please see my correspondence below. Please read from the bottom up...
My email address is
[email protected] and mobile number 082 4888 345.
Marius A. Boaden
Founder & CEO (Prison Broadcasting Network)
CHANGED LIVES... SAVES LIVES!
Int. Mobile: +27 (0)82 4888 345 (Marius)
Skype Me: pbnmab
Email:
[email protected]
Website: www.prisonbroadcast.org.za
Postal: P.O. Box 37711, Valyland, 7978, Fish Hoek, Cape Town, South Africa
***DISCLAIMER***
This message and/or attachments may contain information that is confidential and subject to legal privilege. If you are not the intended recipient you are notified that any use, dissemination, distribution or copying of this message or data is prohibited. If you have received this Email in error please notify us immediately and erase all copies of the message and attachments. P.B.N makes reasonable efforts to ensure that its Email has been scanned and is free of viruses. However, P.B.N can make no warranty that this email or any attachments to it are free from viruses. P.B.N cannot accept liability for statements made which are clearly the sender's own and not made on behalf of P.B.N
-----Original Message-----
From:
[email protected] [mailto:
[email protected]]
Sent: 16 May 2011 01:39 PM
To:
[email protected]
Subject: RE: Nokia Careline - Marius Boaden - Ovi Music
Dear Marius,
Thank you for emailing Nokia Careline.
We regret to hear that you have been facing ongoing issues and we apologize for the inconvenience caused.
We are always pleased to be of assistance to all of our customers. Regarding your enquiry, kindly be informed feedback received from relevant department please refer to the Terms an Conditions for OVI Music, however this not under Refund policy categories
Please note that (warranty, swap or refund) is an internal matter related to the Nokia Authorized Service Center. Nokia provides technical support and training, but Nokia does not interfere with internal polices regarding (warranty, swap or refund), so we strongly recommend that you contact (the Nokia Authorized Service Center in question) for further details regarding this issue,
Should you require any further assistance, please do not hesitate to contact the Nokia Careline on 08611-66-542, between 9am and 6pm (local time), Monday - Saturday. For online assistance, please visit http://www.nokia.com/mea/contactus.
“Keep your phone software up-to-date by using the Nokia Software Updater. For more details visit Nokia Support and software at http://mea.nokia.com/support#. You can also go online to find user guides, troubleshooting support and other services to help you use your Nokia product”
Kind regards,
Gadija Hendricks
Nokia Careline
Nokia Middle East & Africa
[THREAD ID:1-5C8C8G7]
*--*--*--*--*--*--*--*--*--*--*--*--*
-----Original Message-----
From:
[email protected]
Sent: 12/05/2011 07:24:00 PM
To: <
[email protected]>
Subject: RE: Nokia Careline - Marius Boaden - Ovi Music
I cannot use a diffferent network. I am contracted to VODACOM.
In terms of spending more time and money taking my phone in AGAIN and going
without a phone AGAIN for a certain amount of time perhaps you are not
reaading my previous correspondence.
I am generally a pretty chilled guy, work in a prison, and generally don't
get too upset about things. But I am really getting upset now.
Let me reiterate and summarize:
1. THIS IS A BRAND NEW PHONE - not one I have had for 1 or 2 years
2. THIS IS THE 2ND BRAND NEW PHONE that did not work as it was supposed to
3. I SPECIFICALLY CHANGED TO THIS PHONE - TO MAKE MY LIFE EASIER - NOT MORE
DIFFICULT!!
4. I HAVE ALREADY SPENT A HUGE AMOUNT OF TIME AND MONEY on something that
was just supposed to work!!
5. I UNDERSTAND THAT WITH ALL THINGS THAT ARE MADE there are instances where
a dud or a few duds are made, however,
6. I HAVE MADE NUMEROUS REQUESTS FOR COMPENSATION all of which have fallen
on deaf ears and you and your collegues have chosen to ignore.
7. I CANNOT SPENT MORE TIME AND MONEY trying to sort out someone else's ie.
NOKIAs mistake!!
8. THIS IS MY FINAL REQUEST for a new phone THAT WORKS as well as fair
compensation based on the breakdown of what it has cost me below as well as
an additional 4 hours of time, an additional trip to the store I where I
bought it and another 500Mb of data for the updates I had to download again.
9. Should you still choose to ignore my complaint I will take up this issue
with the consumer board. If I still have no joy I then take up this issue
with my attorneys and pursue compensation for the full amount PLUS attorneys
fees. You are hereby advised that you will also be held responsible and be
required to pay for all legal and other fees involved during the litigation
process. You have 5 working days in which to respond.
In conclusion I would just like to say that I am extremely disappointed that
I am now forced to go this route. Surely a company as large as Nokia could
not have more foresight, compassion and regard for their new customers. Then
again, maybe this is just what we as consumers have had to come to terms
with... big companuies just don't care about their customers as individuals!
I could understand the response I have received IF I had only experienced
this situation with one phone and had gone through only half the trouble I
have been through. The fact of the matter though is that the first phone was
just supposed to work as it should. So should have the 2nd one. It shouldn't
have cost me any time at all and certainly should not have cost me any
additional money.
If this was an appliance like a fridge or hi-fi I would have just returned
it and they would have given me a new one and another new one and another
new one until I got what I paid for.
If I had a choice I would hand the phone back, revert my contract back to my
original one which was cheaper, and carry on using my old Sony Ericssen
which I had no problems with. Unfortunately for me, that isn't an option.
-----Original Message-----
From:
[email protected] [mailto:
[email protected]]
Sent: 12 May 2011 09:30 AM
To:
[email protected]
Subject: Nokia Careline - Marius Boaden - Ovi Music
Dear Marius,
Thank you for emailing Nokia Careline.
With regards to your enquiry, please note that phones obtained under
contract may be restricted to use with the original network. As the internet
connection used is the portal to connecting to the store, we strongly
recommend you to try different networks. You can request an upgrade on your
sim card, or simply change the access points used to connect.
Alternatively, you are welcome to bring your device to any Nokia service
center for further assessment. To ensure that our customers are satisfied
with our products and post-purchase services, we strongly recommend you to
deal with our Nokia dealers in the country of purchase. Here is a link for
you to find an updated list of Nokia places near by:
http://mea.nokia.com/find-a-store-en/store-locator/application-container?sto
relocator_content_country=ZA
Should you require any further assistance, please do not hesitate to contact
the Nokia Careline on 08611-66-542, between 9am and 6pm (local time), Monday
- Saturday. For online assistance, please visit
http://www.nokia.com/mea/contactus.
"Keep your phone software up-to-date by using the Nokia Software Updater.
For more details visit Nokia Support and software at
http://mea.nokia.com/support#. You can also go online to find user guides,
troubleshooting support and other services to help you use your Nokia
product"
Kind regards,
Sidy Diallo
Nokia Careline
Nokia Middle East & Africa
[THREAD ID:1-5C8C8G7]
*--*--*--*--*--*--*--*--*--*--*--*--*
-----Original Message-----
From:
[email protected]
Sent: 11/05/2011 09:30:07 PM
To: <
[email protected]>
Subject: RE: Nokia Careline - Marius Boaden - Ovi Music
PLEASE SEE MY REPLY BELOW TO YOUR LATEST RESPONSE IN UPPER CASE
Since doing the actions below didn't work I drove back to the store where I
bought the phone today. I spent another hour at the vodacom shop. The
consultant placed his own NOKIA N8 next to mine and there was a vast
difference between his phones response time and mine. He couldn't connect my
phone to the ovi store either through the link on the home page. He said
that he never had to set up anything and just clicking on the link would go
directly to the store. We then restored the factory settings again and still
it did not work. He said that there was obviously a problem with the
software installation. PLEASE BEAR IN MIND... THIS IS THE SECOND NOKIA N8 I
RECEIVED THAT I HAVE HAD EXACTLY THE SAME PROBLEMS WITH RANGING FROM NOT
BEING ABLE TO RECEIVE THE 6MONTHS FREE UNLIMITED MUSIC DOWNLOADS, NOT BEING
ABLE TO CONNECT WITH THE INTERNET (CONTINUOUSLY BEING REDIRECTED TO THE
VODACOM SITE); NO PROPER WAP SETTINGS; THE PHONE STILL SEEING MY N8 AS MY
PREVIOUS SONY ERICSSEN C902; BAD RECEPTION; AND NOT BEING ABLE TO GET ONTO
THE OVI STORE OR OVI MUSIC!!!
The consultant said that my only option now would be to send the phone in
AGAIN to be repaired and that it would take 2 weeks before I GOT IT BACK
AGAIN.
I have now had as much as I can take. I have also had enough of dealing with
various different people at the Nokia careline every time I write back. I
NOW INSIST THAT A MANAGER AT NOKIA ESCULATE THIS ISSUE AND SEND ME A BRAND
NEW PHONE THAT DOES WORK; DOES CONNECT TO THE OVI STORE; DOES HAVE UNLIMITED
MUSIC DOWNLOADS AND THAT I AM COMPENSATED FOR THE TIME, MONEY AND
FRUSTRATION THIS HAS CAUSED ME. Failing which I will escalate this issue and
take it to my attorneys, ombudsman, newspapers and whatever other avenues I
need to follow in order to finally get some resolve.
I specifically upgraded my contract with Vodacom from a TopUp 315 to a TopUp
500s contract so that I could get this phone. I waited for 3 months for the
price to come down. I had to send my first N8 in for OBF as it said it
wasn't an unlimited music downloads phone when it was supposed to be. I had
the same problems with the next one.
I have been exceptionally patient considering the circumstances but now I
demand that something significant be done about this. This has been an
absolute waste of my time and money.
See my previous correspondence below...
-----Original Message-----
From:
[email protected] [mailto:
[email protected]]
Sent: 11 May 2011 12:10 PM
To:
[email protected]
Subject: Nokia Careline - Marius Boaden - Ovi Music
Dear Marius,
Thank you for emailing Nokia Careline.
With regards to your enquiry, kindly note that the Ovi store does not
require a registered computer at all. You can connect to any compatible
machine, launch the store link and access your account and downloads.
When it comes to using the store on the phone, there are chances that the
application fails to connect to the link www.store.ovi.mobi on your device.
There may be a few reasons for this error, but here are some steps for you
to take on the phone:
Run the Web browser, go to Options on the Web > Clear all privacy data >
Clear All
...DONE...
Dial *#7780# to restore the factory settings, enter your security code
(12345 default)
...DONE... BUT IT DIDN'T ASK ME FOR A SECURITY CODE
Go to Menu > Installations > Application manager > Installed applications >
Select the Ovi store > Options > remove
...DONE...
As a reminder, you can always connect to the store from the phone and save
this link as a bookmark. Here is a link for you to re-download the Ovi store
client: http://store.ovi.com/content/5406
...WHEN I TRY TO GO TO THIS LINK IT MERELY REDIRECTS TO THE VODACOM
SITE!!...
Should you require any further assistance, please do not hesitate to contact
the Nokia Careline on 08611-66-542, between 9am and 6pm (local time), Monday
- Saturday. For online assistance, please visit
http://www.nokia.com/mea/contactus.
"Keep your phone software up-to-date by using the Nokia Software Updater.
For more details visit Nokia Support and software at
http://mea.nokia.com/support#. You can also go online to find user guides,
troubleshooting support and other services to help you use your Nokia
product"
Kind regards,
Sidy Diallo
Nokia Careline
Nokia Middle East & Africa
[THREAD ID:1-5C8C8G7]
*--*--*--*--*--*--*--*--*--*--*--*--*
-----Original Message-----
From:
[email protected]
Sent: 10/05/2011 08:02:43 AM
To: <
[email protected]>
Subject: RE: Nokia Careline - case reference is: 1-11616417910 - Marius
Boaden - Ovi Music
After much hassle I was finally able to get my unlimited music downloads but
was unable to connect to the OVI STORE from my PHONE. I finally found out
that I did not have the wap settings on my phone as they had not been setup
when I received the phone from the supplier. Once I had the wap settings I
was then able to get onto the OVI store to download apps from my phone.
HOWEVER, I then updated my phone N8 software to the 014.002.267.04 VERSION
and now I AGAIN can't get into the OVI STORE from my phone and when I try to
get onto it from my computer (the original computer that I have always used)
it says that this is not the registered computer for unlimited downloads. It
tells me to register my 'new' computer and that I can change it every 90
days but there is no link to do this.
I even tried to restore the settings on my phone to a previous version that
I had backed up but this did not roll the software back to the previous
version.
I HAVE TO BE ABLE TO DOWNLOAD APPS FROM THE OVI STORE DIRECTLY FROM MY PHONE
AS THERE IS NO OTHER WAY OF GETTING THE APPS - ie you do not permit
downloads directly to ones computer.
PLEASE, THIS HAS GONE ON FOR OVER A MONTH NOW. I am now sufficiently
frustrated and I have still not received any form of compensation
whatsoever.
Please reset all my settings for my phone and computer or whatever else you
need to do to make this work. I cannot afford to spend more time on this and
one of the main reasons I made the move from Ericsson to Nokia was
specifically for the apps.
All my previous correspondence is below.
Dear Kevin,
Thank you. I am now able to utilize my free unlimited music download option,
which is what I was supposed to have been able to do weeks ago.
However, no mention has been made with reference to any compensation for the
tremendous amount of frustration, time and financial costs I have incurred
throughout this process.
I trust this is something that will be dealt with in the very near future
and that Nokia will make me an amicable offer.
I accept that mistakes can be made and this is unfortunate but if someone
crashes into my vehicle it's unreasonable to think that they can just say
sorry and leave me to pay for my vehicle. The same applies to this case. I
accept one of your previous colleagues apology but there are financial
implications to what has occurred.
I estimate it has cost me:
In time - at least 6hrs @ R200/hr - R1200
In finances - downloads or rejected downloads - R200
In finances - fuel 5 trips to the store - R100
In finances - cellphone calls to store - R100
Frustration - a huge amount of frustration - R? (be fair)
I don't particularly wish to take this up with my attorney, ombudsman or
consumer council as this will take up even more of my time and cost a lot
more financially. However I DO feel that an amicable and fair offer should
be made by Nokia.
Should I accept a FAIR offer I will accept it, brining closure to this
unfortunate yet unpleasant experience and I will not pursue this any
further. Hopefully then I can then start to enjoy being a Nokia customer.
In case you are not up-to-date with my previous correspondence with Nokia I
have included it below...
Awaiting your response.
Regards,
Marius Boaden
Founder & CEO
Prison Broadcasting Network
"I upgraded to an N8 about a week ago. It was a "comes with 6month music
subscription" phone and comes with activation code. But when I clicked on
activate through OVI MUSIC it said "this phone is not an unlimited music
download phone" When I click on Ovi Store, Ovi Music and Top Apps icons it
doesn't go through on my ohone and when I connect my phone to my computer
and then try to connect to the ovi store it says that my phone is not
compatible with ovi store. When I go to CHECK PHONE OVI COMPATABILITY on the
Ovi website and have to enter my country there is no link for Africa. I am
in Cape Town, South Africa and if I choose UK or USA it says the N8 IS NOT
compatible with OVi music, ovi sync but is compatible with ovi store, ovi
contacts... I took my phone back to the store where i bought it. They then
sent it in for OBF (out of box failure). This left me without a phone for 4
days and I eventually insisted that they give me another one which they did.
The problem is.. I HAVE EXACTLY THE SAME PROBLEM WITH THIS ONE. This
situation has cost me a tremendous amount of time, frustration and MONEY -
in downloads (as each time I try to it cost me money and I have tried at
least 40 times with the 2 phones) - in updates (I had to download all the
software updates, games, etc TWICE) - in transportation (as I have had to
travel back and forth from the shop) and huge amounts of my own time which
costs me money. Please please sort this out now. My phone - Nokia N8 -
should be compatible with ovi store, ovi music and it comes with 6 months
free music. I can't even open the links that I sent to it from the OVI store
from my computer. It just doesn't open the links and 'cleverly', one can't
download the ovi apps to your computer, they can only be done on the phone!
My IMEI - 356988044451629 - My phone number is +27824888345. I'd also like
to know why the highest software version my phone can have is 011.012 and
yet I see on your site that the latest software version for N8 is 014.. but
my phone cannot get that version as it says it has the latest version.
Please sort this out URGENTLY and I feel strongly that some form of
compensation is offered for all my time, frustration and money spent on this
as well. Thank you very much.
From:
[email protected]
Sent: 20/04/2011 01:57:19 AM
To: <
[email protected]>
Subject: RE: Nokia Careline - Marius Boaden - Nokia N8
Dear Manaf, Seriously, are you kidding me?? I just went to get an upgrade
phone for my contract. I have used Sony Ericsson for at least the past
decade and recently decided that I wanted a change to Nokia. Since that
decision I have spent literally HOURS trying to sort out the issues with
internet connections on this phone and the free unlimited music download
issue. I have had to re-programme and re-personalise TWO phones. I had to
move my 800 contacts individually from my Ericsson to Nokia as Nokia only
provides the ability to transfer between Nokia phones and no import from
spreadsheets. I have had...
Dear Marius,
Thank you for emailing Nokia Careline.
It is unfortunate to hear of the difficulties that you have been experiencing with your Nokia music voucher, and kindly we recommend you to provide us with the following information:
- Scan copy of voucher
- Scan copy of box
- Scan copy of proof of purchase
- User name:
- The registered email address:
- Error message:
If the phone with the Nokia authorised service center, kindly provide us with the following information:
- Date Of Purchased
- IMEI/Serial Number (In Standby Mode Press: *#06#) 356988044451629
- Warranty Card Number
- Job Repair Number
- Authorized Service Center/Dealer You Have Been Dealing With
- Name of the Employee at the Front Desk
Should you require any further assistance, please do not hesitate to contact the Nokia Careline on 08611-66-542, between 9am and 6pm (local time), Monday - Saturday. For online assistance, please visit http://www.nokia.com/mea/contactus.
“Keep your phone software up-to-date by using the Nokia Software Updater. For more details visit Nokia Support and software at http://mea.nokia.com/support#. You can also go online to find user guides, troubleshooting support and other services to help you use your Nokia product”
Kind regards,
Manaf Kosai
Nokia Careline
Nokia Middle East & Africa
[THREAD ID:1-5C1DN1R]
*--*--*--*--*--*--*--*--*--*--*--*--*
-----Original Message-----
From:
[email protected]
Sent: 18/04/2011 06:30:16 AM
To:
[email protected]
Subject: WebForm Automated Email
[Email address:
[email protected]]
[Salutations:Mr.]
[First name:marius]
[Last name:boaden]
[Country:SOUTH AFRICA]
[Language:English]
[Gender:M]
[Contact topic:Nokia services and software] [Contact subtopic:OVI] [Message:I upgraded to an N8 about a week ago. It was a "comes with 6month music subscription" phone and comes with activation code. But when I clicked on activate through OVI MUSIC it said "this phone is not an unlimited musicdownload phone" When I click on Ovi Store, Ovi Music and Top Apps icons it doesn;t go throughon my ohone and when I connect my phone to my computer and then try toconnect to the ovi store it says that my phone is not compatible with ovi store. When I go to CHECK PHONE OVI COMPATABILITY on the Ovi website and have to enter my country there is no link for Africa. I amin Cape Town, South Africa and if I choose UK or USA it says the N8 IS NOT compatible with OVi music, ovi sync but is compatible with ovi store, ovi contacts... I took my phone back to the store where i bought it. They then sent it in for OBF (out of box failure). This left me without a phone for 4 days and i eventually insited that the give me another one which they did. The problem is.. I HAVE EXACTLY THE SAME PROBLEM WITH THIS ONE. This situation has cost me a tremendous amount of time, frustration and MONEY - in downloads (as each time I try to it cost me money and I have tried at least 40 times with the 2 phones) - in updates (i had to download all the software updates, games, etc TWICE) - in transportation (as I have had to travel back and forth from the shop) and huge amounts of my own time which costs me money. Please please sort this out now. My phone - Nokia N8 - should be compatible with ovi store, ovi music and it comes with 6 months free music. I can't even open the links that I sent toit fromthe OVI store frommy computer. It just doesn;t open the links and 'cleverly', one can;t download the ovi apps to your computer, they can only be done on the phone! My IMEI - 356988044451629 - My phone number is +27824888345. I'salso like to know why the highest software version my phone can have is 011.012 and yet I see on your site that the latest spftware version for N8 is 014.. but my ph] [Phone model:N8] [Mobile:+27824888345] [Second Phone Number:] [CPF Or CNJP identifier:] [Province:] [City:] [IMEI:] [Product code:] [Operator:] [Operating system:] [Web browser:] [Online shop order number:] [Product software version:] [Maps application version:] [Navigation licenses purchased:] [Map data installed:] [User ID/user name:] [Service name:] [Application name:] [Application version:] [Connection type:] [PC Suite/Ovi Suite software version:] [MS Communicator Mobile version number:] [Social Networks version number:]
