一封给Nokia Careline 的信。。。

jhnwoo

进入Nokia website 需要填写资料，有放上我的手机型号（5800），product code（0570197），firmware version（放了version 31.0.101）。。。
我的最终目的是想问看最近发现大马版的Nokia 5800XM product code 不能升级的原因。。。当然我是升级了 40.0.005。。。
（一字不漏的paste 来给大家看了。。。）
[看你们有什么感想。。。]

I'm a user of Nokia 5800 XpressMusic. I found that there is a new firmware V40.0.005 in Nokia Software Updater last couple of weeks. But due to I plan to backup my phone and my broadband line are slow, so I plan continue the update on this 2-3 days. But, what I found is that Nokia Software Updater informing me that my device is up to date, which is version 31.0.101.

And also from this site:
http://europe.nokia.com/support/download-software/device-software-update/can-i-update

checking the product code below:
0570197: APAC1 BLUE MALAYSIA
0570196: APAC1 RED MALAYSIA
0573786: APAC1 Black MALAYSIA

Last couple of weeks return as V 40.0.005 but today it return as V 31.0.101.

Is there anything happen to this new version (V40.0.005)? But I tried out other product code from the site above, it still providing V40.0.005.But why not my product code?
When I can continue my phone upgrade to V40.0.005?
Is there any new firmware upgrade coming soon for my product code?

jhnwoo

他们的第一个回复。。。

Dear （我的名，删除了。。。）,

Thank you for emailing Nokia Careline.

Greetings!

In response to your inquiry, please take note that software versions for a specific Nokia phone may depend on network operator variants as Nokia phones distributed by a network operator's sales channel are commonly pre-installed with software configured to ensure compatibility with the respective network services. It also depends on the Product Code of the phone.

Operator-branded Nokia devices may also be updated with the latest software version that has been approved by the operator and the updates for individual variants may be available at different times.

However Mr. Ab Kadir（这个不是我！！！明显copy/paste!!!）, note that not all operators may have approved the latest software available. (However, we are unable to advise on a release date for the software version ahead of time. We suggest that you check Nokia Software Updater periodically).
  
Nevertheless,we recommend that you take your Nokia 5800 Xpress Music to any Nokia authorized service center where the most up-to-date information on software versions for specific Nokia phones can be obtained. The technicians may be able to help you update the current software on your phone.

You can use this link to locate the nearest Nokia center near your area:  

http://www.nokia.com.my/carecenters

You may like to visit our website at www.nokia.com.my for more information and support for your Nokia device. If you have further enquiries,please write to us again or contact Nokia Careline at 1300 881600. We operate between the hours of 8.00am and 8.00pm, seven days a week.

Kind regards,

Nicky E.
Nokia Careline

Do you know you can now update your phone software at your own convenience? Visit www.nokia.com.my/support to check if your phone model is supported and download the "Nokia Software Updater".

jhnwoo

我回复他。。。

Dear Mr. Nicky E.,

Thanks for your quick response.

Much to my curiosity is why previously available, and now not available?

It's frustrating when all my friends having a new firmware instead of me. Especially the kinetic scrolling function.

I'm kind of prefer to upgrade all by myself instead of having to spend all the time going to Nokia center and waiting that time while upgrading.FYI, previously upgrade is all done by myself.

Thanks & Regards,
（我的名，删除了。。。）

jhnwoo

他的第二封回复。。。

Dear （我的名，删除了。。。）,

We appreciate your prompt reply.

The update of software also depends on the Product Code. Not all versions may be released at the same time. We suggest to call any of our Nokia Care Centres to confirm if the update will be available for your device.

To check the Product Code, kindly refer at the link below:

http://www.nokia.com.my/get-support-and-software/download-software/device-software-update/can-i-update

You may like to visit our website at www.nokia.com.my for more information and support for your Nokia device. If you have further enquiries,please write to us again or contact Nokia Careline at 1300 881600. We operate between the hours of 8.00am and 8.00pm, seven days a week.

Kind regards,

Nicky E.
Nokia Careline

Do you know you can now update your phone software at your own convenience? Visit www.nokia.com.my/support to check if your phone model is supported and download the "Nokia Software Updater".

jhnwoo

我真的有点火了，几乎完全不能接受一直敷衍我的。。。就放一些火药味了。。。

Dear Mr. Nicky E.,

I deeply know that the firmware release are not at the same time. Do you really read my first email??? I said I have found new firmware previously, and all my friends are having the same product code is upgraded the new firmware (40.0.005). But in this 2 days, I can't do any upgrade by having the same product code. Why?

I'm having a lot of further enquiries!!! Because you are giving me a formal/standard answers that not satisfied me!!! If my english are broken, I'm sorry about that. But I think I've tried my best to explain what I need!!!

I deeply not satisfied with these 2 replies from you. And regreted you just have all the formal/standard answers to chasing me away!!! Or by sending me to Nokia Care Centres to get it done!!!

Deeply Unsatisfy,
（我的名，删除了。。。）

----------------------------------------------------------------------------------------------------------------

这个send 出是大概是4pm 吧。。。结果是。。。没有回复了。。。
真的超级失望的。。。
这里
http://europe.nokia.com/support/download-software/device-software-update/can-i-update
检查到的firmware 还是31.0.101 的。。。
无奈无奈。。。
我觉得他敷衍我说可能server 出了问题，我可能还少许能接受。。。
或则说帮我问什么部门管理的。。。几天后回复我。。。那样还好。。。
但是他就一直推。。。没力！

这个太standard answer 了！！！
几乎看得出全部回复都差不多的。。。
两个回复都是一样没有诚意都透顶。。。

以前我问新加玻Creative 的technical support。。。
他们真的有自己type letter 的。。。不是这些standard answer...copy/paste 的！！！

jeff_9590

看来nokia的诚意受到了极度的质疑。。。对我们这种消费者是莫大的打击。。。
老实说。。。我是nokia的fans。。。。
也对他们极度失望。。。。。

jeff_9590

看来nokia的诚意受到了极度的质疑。。。对我们这种消费者是莫大的打击。。。
老实说。。。我是nokia的fans。。。。
也对他们极度失望。。。。。

jhnwoo

顺便分享gradient 大哥的信。。。他应该不会介意。。。

I bought my 5800 Feb 2009, from Jan 2010 I found out my phone always display something like scratches screen, mean the LCD showing lines onscreen, I check from online & forum, found out that many cases like mine, means that this is Nokia product issue, mean not our fault to spoil the LCD， I sent it back to NCC Malaysia, they told me that mu unit was over warranty, cannot be claim, but as I think this is problem by Nokia production, not by consumers, I think Nokia should replace for users. Actually I was feel upset about this to Nokia since I use Nokia phone more than 10 years. I'm disappointed to Nokia service &support.


Nokia 回复的email:
Dear Mr. Lok,

Thank you for emailing Nokia Careline.

In response to your inquiry, the LCD of the Nokia 5800 XpressMusic is considered as a spare part for the phone, which can only be replaced at a Nokia Care Center. However, replacing parts is not within warranty guidelines. Thus, there will be a minimal charge for the replacement and services.

We wish to assure you that all Nokia products undergo a very thorough quality assurance program with extensive research and development. Nokia maintains the most stringent quality controls available so that we can confidently provide one of the most reliable products in the industry. Hence, there are no generic faults with this or any other Nokia mobile phones.

Hence, we sincerely regret that Nokia does not have a replacement policy.

You may like to visit our website at www.nokia.com.my for more information and support for your Nokia device. If you have further enquiries,please write to us again or contact Nokia Careline at 1300 881600. We operate between the hours of 8.00am and 8.00pm, seven days a week.

Kind regards,

Kay Cee B.
Nokia Careline

jhnwoo

他们的第三封回复。。。竟然换人回复！！！然后。。。竟然copy/paste 一样的东西给我。。。这次我笑了。。。
>>>>>>Nokia Careline 是废的<<<<<<



Dear （我的名，删除了。。。）,
Thank you for emailing Nokia Careline.
In response to your inquiry, please note that not all countries and operators support the latest version. To find out which software version is available for your device, please refer to the link below and follow the steps: http://www.nokia.com.my/support/download-software/device-software-update/can-i-update
OR
You may directly check with our authorized Nokia Care Center for the availability of software update as usually it will be available with them first.
You may use this link to locate the nearest Authorized Nokia Care Center near your area: http://www.nokia.com.my/carecenters
We apologize for any inconvenience caused.
You may like to visit our website at www.nokia.com.my for more information and support for your Nokia device. If you have further enquiries, please write to us again or contact Nokia Careline at 1300 881600. We operate between the hours of 8.00am and 8.00pm,seven days a week.
Kind regards,
Michelle N.
Nokia Careline
Do you know you can now update your phone software at your own convenience? Visit www.nokia.com.my/support to check if your phone model is supported and download the "Nokia Software Updater".

jeff_9590

回复 9# jhnwoo


    我无话可说==

monster5105

惨了～我的问题跟楼主一样呐～上个星期三才刚入手一架黑银的，试了很多方法到现在还是update不到firmware.....难道要等到官方开放吗？唉～

jhnwoo

NSU 是不是说我的V40 firmware 不valid 呢？

hanny562

是说你的电话的firmware已经是v40了

eddom

其实也不能怪他们的，毕竟用户真的太多了，如果说平均一个员工每天会收到三四百个用户要 Support。。。换成你，你会怎么做呢？增加员工就等于增加开销，减少收入，开发手机的费用又不低。。。

gatih

说真的如果nokia真的任为它的customer 太多而给如此formal的答案的话....它很快就会很空闲。。。。 因为没人要买了。。。 我也是对它失望的人。。。。

jhnwoo

其实也不能怪他们的，毕竟用户真的太多了，如果说平均一个员工每天会收到三四百个用户要 Support。。。换成 ...
eddom 发表于 22-7-2010 12:38 AM

不是醬的，很多公司也是有很多用戶，但是他們都比較有誠意的用自己的語句回答。不必長篇大論，但是重要是有正視你的問題，猶如論壇這裡的朋友回答。就簡單的回復，有幫到你就比這些formal 到連名字也沒有改的回復好上很多很多倍咯。
（帖沉了那麽久突然有人回復，感動下。）

deagle-lim

我来帮Nokia Careline弄个Auto Reply System

Dear %username%,

Thank you for emailing Nokia Careline.

For any problems ( I mean "ANY" ) arise from you, please refer it to the nearest Nokia center.

You can use this link to locate the nearest Nokia center near your area:  
http://www.nokia.com.my/carecenters

You may like to visit our website at www.nokia.com.my for more information and support for your Nokia device. If you have further enquiries, please DO NOT write to us again BUT only contact Nokia Careline at 1300 881600. We operate between the hours of 8.00am and 8.00pm, seven days a week, just like pizza-hut.

Thank you.

This email is generated by system. Do not reply. No Signature required.

jhnwoo

回复 17# deagle-lim

你去nokia careline 那兒建議給他們咯。。
他們開心死。。

deagle-lim

回复  deagle-lim

你去nokia careline 那兒建議給他們咯。。
他們開心死。。
jhnwoo 发表于 22/7/2010 03:07 PM

我特别highlight一些术语 XD

小小滴商人

最后他们有没有帮你解决问题呢？