Nokia Ovi Store – Customer Support Complaint (Another Update)

This is a guest post by @Haydndup. It is a lengthy complaint about my recent bad experience with the Nokia Ovi Store.

I purchased a game from the Nokia Ovi Store on the 16th of October 2009 from my Nokia N97 – the Ovi Store Client failed to actually download the application, giving the very unhelpful error message, “Download failed”. It did, however, manage to successfully charge my credit card.

I filled out a support request form on the Ovi website giving them all the details they would need (as I have had applications resent to me in the past, I knew the drill). Below is the message that was sent to the support team (with personal details removed by me):

From: xxx
Sent: 17/10/2009 03:59:32 AM
To: store.support@nokia.com
Subject: Other – Store

Language:Others
Country:SOUTH AFRICA
First name:xxx
Last name:xxx
Email address:xxx
Mobile:++27xxxxxxxxx
Phone model:Nokia N97
Contact topic:Other – Store
Message:Hi there,

I just purchased Sky Force Reloaded from Ovi Store (username: Haydndup) for my N97, however, when I try to download the application, it says download failed (I have even tried switching from WiFi to 3G).

My order number is XXXXXXXXXXXX
IMEI: XXXXXXXXXXXXXXX

Would it be possible to resend the application, as I don’t want to have to buy the game again?

Regards.

After a few hours, I get this reply:

From: store.support@ovi.com [mailto:store.support@ovi.com]
Sent: 17 October 2009 07:16 AM
To: xxx
Subject: RE:Nokia Careline – General Enquiry

Dear xxx,

Thank you for emailing Nokia Careline.

With regards to your enquiry,kindly be informed that to Emile us back with the following information :

Which phone model(s) is/are in use?
) What is IMEI / Electronic Serial Number / Serial Number?
What is the name of the operator?
Can consumer successfully connect to the Internet e.g. browse the web?
How is the device connected to the Internet (e.g. 3G, GPRS, WLAN)?
How was the content downloaded (e.g. over the air, over the internet, pre-installed) In which country the service is used?
What is the customer’s full name?
What is the licence type of the downloaded/purchased item? (e.g. free, trial, full licence) What is the order code / license code?
What is the software version of the application or service?
What is the software version of the phone?
What is the title of the Game/content type?
What is the transaction ID of the downloaded/purchased content? (e.g. game, song, application) What is the used language of application or service?
What is the username of the consumer?
What was the date of purchase (dd.mm.yyyy)?
What was the error message, if any?

Please help us serve you better by providing your valuable feedback at:

http://digiumenterprise.com/answer/?inv=xxxxxx&chk=xxxxx&anslang=0

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,

xxx xxx
Nokia Careline
Nokia Middle East & Africa

Notice how they didn’t actually bother to read my original message? All of their questions (except for the ones about software versions, which I’ve never needed to provide in the past) were already answered in my message. But instead of a meaningful reply, I got a useless email. So, I replied:

From: xxx
Sent: 17/10/2009 04:34:03 PM
To: <store.support@ovi.com>
Subject: RE: Nokia Careline – General Enquiry

Hi,

I don’t mean to be difficult, but did anyone actually read my message? All of the questions you asked below I had already answered in my initial request. I have had to request items to be resent before, so I know how it works. I was expecting someone to be able to help me immediately, but instead I got a standard canned-response.

I’m not very impressed.

Regards.

It must’ve been my lucky day – I got another useless reply. This time, the reply was from a different support representative. It might be relevant to point out that all of the responses were from different support representatives.

From: store.support@ovi.com [mailto:store.support@ovi.com]
Sent: 18 October 2009 08:53 AM
To: xxx
Subject: RE: Nokia Careline – General Enquiry

Dear xxx,

Thank you for emailing Nokia Careline.

Regarding your query to reinstall the purchased application, we recommend you to follow the steps below:

1- Log on to ovi store:
www.store.ovi.com
2- Click on ‘my stuff’.
3- Select the application.
4- Click on ‘send to friend’.
5- On the page that opens , select ‘send to mobile’ and enter your mobile number.
6- It will be send a link to your mobile phone number.
7- You can download it again from the link received.

If the above did not solve the issue and you did not receive the application again, we recommend you to provide us with more information about the required purchased application so we can resend it to your mobile number.

Please help us serve you better by providing your valuable feedback at:

http://digiumenterprise.com/answer/?inv=xxx&chk=xxx&anslang=0

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,

xxx xxx
Nokia Careline
Nokia Middle East & Africa

See what he did there? He didn’t read my initial message either! If he did, he would know that applications that have been purchsed cannot be redownloaded via the Ovi Store. I replied again, this time I was a little more irate.

From: xxx
Sent: 18/10/2009 03:29:45 PM
To: <store.support@ovi.com>
Subject: RE: Nokia Careline – General Enquiry

Hi,

The download does not show up under my download history as the original download failed.

I have to admit, I’m very disappointed with Ovi Store. I’ve been a long-time Nokia fan, but having to wait 3 days to get an application I purchased is ridiculous!

Also, do people even read my email? I brought up a few points in my previous email, and yet no one has responded to those points. And once again, I get a standard canned-response.

Why do you need more information to resend that application? I have provided ALL the details you needed in my original email. But instead of getting fast and efficient service, I get messed around.

I would like the application to be resent as soon as possible. All details that you require are in my original email.

Regards.

After that email, I got a phone call from a support representative. He guaranteed me that my request had been escalated and would be dealt with as soon as possible. I vaguely recall that he said I would receive an SMS with the download link “in the next few hours”. He then emailed me shortly after the phone call:

From: store.support@ovi.com [mailto:store.support@ovi.com]
Sent: 18 October 2009 10:57 AM
To: xxx
Subject: RE: Nokia Careline General Enquiry

Dear xxx,

Thank you for emailing Nokia Careline.

As per our telephonic conversation, We would like to bring to your attention that your case was escalated to the relevant department for a closer look in order to send you the download link again of the “Sky Force Reloaded application” and this is your reference number 1-XXXXXXXXX. Moreover, we assure you that our team who is dealing with your case are aware of all the points and the contents of your case, Please be assured that it is our intention to keep these delays to a minimum. As Promised, you will be contacted as soon as we have any updates on your case.

Please help us serve you better by providing your valuable feedback at:

http://digiumenterprise.com/answer/?inv=xxx&chk=xxx&anslang=0

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,

xxx xxx
Nokia Careline
Nokia Middle East & Africa

Great! Things seemed to be moving forward.

I was wrong – no one contacted me. I even tried phoning the Nokia Careline and giving them the reference number. I was told to email support. So, I emailed support. Again.

From: xxx
Sent: 19/10/2009 07:58:31 PM
To: <store.support@ovi.com>
Subject: RE: Nokia Careline – General Enquiry

Hi,

It’s now been over a day and I have yet to hear from anyone regarding my problem.

In future, I think I’ll just pay twice for a failed application – it’s far more effective, and much less painful.

Regards.

Short and to the point. 6 days later, they replied.

From: store.support@ovi.com [mailto:store.support@ovi.com]
Sent: 25 October 2009 09:12 AM
To: xxx
Subject: RE: Nokia Careline – General Enquiry

Dear xxx,

Thank you for emailing Nokia Careline.

With regard to your enquiry, kindly be informed that your case is still under progress; moreover, we assure you that our team who deal with your case are going to inform us about any news regarding your subject, meanwhile we will update you as soon as we get further news.

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,

xxx
Nokia Careline
Nokia Middle East & Africa

Look! Another canned response! After 6 days, the best they could give me was that my case was “still under progress”. I replied, now very frustrated:

From: xxx
Sent: 25/10/2009 06:23:43 PM
To: <store.support@ovi.com>
Subject: RE: Nokia Careline – General Enquiry

Hi,

I really think this is getting ridiculous now. I’ve had applications resent to me in the past and it’s taken at most 2 days for the issue to be resolved. So far, we’re on day number 8.

Regards.

Later that day, I get another meaningless reply (anyone notice a pattern here?):

From: store.support@ovi.com [mailto:store.support@ovi.com]
Sent: 25 October 2009 12:38 PM
To: xxx
Subject: RE: Nokia Careline – General Enquiry

Dear xxx,

Thank you for emailing Nokia Careline.

With regards to your enquiry we regret to hear that one of our valuable customers does experience this issue. On the other hand kindly be informed that your case in under process, we did not receive any feedback from the relevant department even we pushing them hardly. We do apologize for the inconvenience that happened and to accept our apology is more than a pleasure.

Furthermore, kindly note that a new reminder has been sent to them and at the moment we will receive any feedback you will be contacted.

Also, kindly be informed that the reference number for your case in our system is 1-XXXXXXXXX.

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,

xxx xxx
Nokia Careline
Nokia Middle East & Africa

I decided to give them some time – maybe they’d surprise me and actually resend the application. After 3 days, I still had not heard from them. I replied, this time my frustration was even more evident:

From: xxx
Sent: 28 October 2009 03:36 PM
To: store.support@ovi.com
Subject: RE: Nokia Careline – Haydn Du Plessis -General Enquiry

Hi,

11 days and still nothing? I’d like someone from management to give me a call tomorrow. I’ve tried calling the help centre to no avail.

” On the other hand kindly be informed that your case in under process ” – I can almost guarantee you that nothing has done anything about my case since I last emailed.

It’s obvious that you guys don’t care about your customers – 11 days to resolve a simple issue like this?

Ovi has so much potential, but it will fail and become insignificant if this is the way you treat your customers.

Oh, and I am serious about wanting a phone call tomorrow. From someone who will be able to resolve this issue over the phone. I’m tired of waiting.

Regards.

After an email like that, you’d think someone would at least call or email, right? Nope – 5 days later and I’ve yet to hear from them.

On a side note, I think it’s great that companies are getting involed in social media – Nokia has accounts for many of its services. But what’s the point in having these accounts if you couldn’t be bothered to engage with your customers? I tried sending @OviStore a request for help, but they never replied. I’ve complained multiple times. I also tried giving them an ultimatum. They never responded to my ultimatum, so that’s how this post was born.

Update: 2nd November 2009 – 22h00
After posting this, I decided to email it to Ovi Support, and tweet it a few times. The inevitable retweets followed. Below is the email I sent (at this point, I was kind of enjoying the whole saga):

From:  haydndup@gmail.com
Sent:  03/11/2009 03:23:22 AM
To:  <store.support@ovi.com>
Subject:  RE: Nokia Careline – Haydn Du Plessis – General Enquiry

Hi,

Remember me? I’m the guy who’s been waiting for over 18 days to have a simple issue resolved.

Polite emails don’t work. Irate emails don’t work. Phone calls don’t even work.

I have now elevated the problem myself – for the whole world to see.

http://imod.co.za/2009/11/02/nokia-ovi-store-customer-support-complaint/

Enjoy

Update: 3rd November 2009 – 09h00
I just received the SMS with the download link. See Ovi Store? It’s really not that hard to log in to your little control panel, click Send Application and type in my phone number. It’s not higher grade stuff. I also got this email:

From: store.support@ovi.com [mailto:store.support@ovi.com]
Sent: 03 November 2009 08:51 AM
To: xxx
Subject: RE: Nokia Careline – General Enquiry

Dear xxx,

With regard to your enquiry about the Ovi Store Application “Sky Force Reloaded”, please note that we have sent the application to your phone and you should be able to receive it as an SMS. Please activate the application and download it in your phone within 2 hours from receiving the SMS.

We sincerely apologize for any inconvenience caused by our previous emails and any disappointment caused to you.

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,
xxx xxx
Nokia Careline
Nokia Middle East & Africa

Kick up a bit of dust and the issue is resolved within 12 hours. Great!

I would love it if someone from Nokia/Ovi could give me an official response (in the comments). Quite frankly, I don’t buy these half-assed apologies anymore. I want to know why it took nearly 3 weeks to resolve my query. The irony is that it would have been quicker for me to code the game myself than wait for Ovi Store to resend it.

Don’t get me wrong, I’m happy that I finally got the application, but I don’t see why I had to wait 3 weeks and then post it for the world to see before anything was done about it. That’s not Customer Service, that’s oh-s**t-now-the-world-can-see-how-much-we-suck.

Update: 9th November 2009 – 09h00

I was contacted on Friday the 11th by the Senior Care Manager of Nokia SA (via email) – she had asked for all the email reference numbers (which I had removed from this post). I happily sent her all the relevant details. I’ve yet to receive a response.

That was just a quick little update – the real reason I decided to update this post was because of the email I just received (2009/11/09 08:17AM):

Dear xxx,

Thank you for emailing Nokia Careline.

With regard to your enquiry, we regret and afraid to add to your frustration that there is no feedback for the solution yet, we hope a solution will be communicated to us soon and we will call and provide it accordingly.

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,
xxx xxx
Nokia Careline
Nokia Middle East & Africa

The funny thing is, the issue has been resolved. The solution was found. That email was sent as a reply to the one I sent them on the 28th of October. Seriously, I’m confused.