shop.nokia.co.uk cancelled my order - UK

[mardibloke]

Just seeing how many people had their shop.nokia.co.uk pre-order canceled suggesting their was a problem with their credit card, but they see no reason why their would have been a credit card issue.

Just increment the total, I will start the ball rolling

+1

[Venomrush]

Also please state if you had multiple discount codes on your order.

We're trying to pin point the exact issue, whether or not Nokia is deliberately failing the order with multiple discount codes.

No issues for:
15% + Quidco
HSBC Credit Card
Card debited

[cgarvie]

Yeah me to, 3 codes. TESCO credit card +1 =2
unless some one beats my post

[hoggerz]

Email confirmation received
3 x 15% discount codes,
10% Topcashback,
Barclays Connect debit
Money taken from account
No probs

Hoggerz

[eikido]

Also please state if you had multiple discount codes on your order.

We're trying to pin point the exact issue, whether or not Nokia is deliberately failing the order with multiple discount codes.

No problem with:
15% + Quidco
HSBC Credit Card

How about if people could also write if they managed to get their cards charged with multiple discounts?

Raptor

[Andre Klapper]

Sigh. Why oh why do people start a new thread?
http://talk.maemo.org/showthread.php?t=34792 not enough?

[Jimus]

Cancelled
no discounts

Natwest Credit Card

[SpeedEvil]

Also please state if you had multiple discount codes on your order.

We're trying to pin point the exact issue, whether or not Nokia is deliberately failing the order with multiple discount codes.

No problem with:
15% + Quidco
HSBC Credit Card

Have had an 'processing your order email' - and card has been charged 321.80 - for the n900 and mobile.
Through topcashback - so all being well - 52.40 more will be refunded to my bank account in a few weeks, for a total of 269.40, for the n900 and a battery.

I used three discount codes, and ordered on the 20th of Oct, with a debit card.

[Venomrush]

Sigh. Why oh why do people start a new thread?
http://talk.maemo.org/showthread.php?t=34792 not enough?

As title said, NOSUK orders only.
The other one is mix with Nokia Retail, Amazon, MPD and all sorts.
Difficult to figure out the exact cause why NOSUK is rejecting the orders.

[RevdKathy]

As title said, NOSUK orders only.
The other one is mix with Nokia Retail, Amazon, MPD and all sorts.
Difficult to figure out the exact cause why NOSUK is rejecting the orders.

Sounds like there were problems: some people have succesfully had the multiple codes approved, so it's by no means blanket. Maybe using the extra codes drew attention to your order when they were processing.

You can't blame them for rejecting the ones where people used a wrong piece of information or an out-of-date card.

[deadmalc]

http://talk.maemo.org/showpost.php?p=387520&postcount=459

(Basically they are being treated as fraud, which isn't surprising)

[ewan]

I've had my order cancelled too. Looks like it was actually Barclaycard that turned it down (probably - haven't actually spoken to a human there, just a machine). I had one 15% discount code, and no cashbacks or anything else.

It looks to me like it is the credit card companies declining the transactions, but there's no excuse for Nokia to not honour the discount codes.

[Fargus]

Checked with bank

3 discount codes used + express delivery

Money charged & authorised. Amount as expected.

[Fargus]

Bank confirmed authorisation for expected amount.
3 discount codes & express delivery.
Now all I have to do is wait for Mr UPS man!! :)

[hoggerz]

Are any of you with cancelled orders using shipping addresses which are different to your billing address? I've had things where my bank calls me after I've ordered something online which is delivered to a different address.

Hoggerz

[L11]

3 discount codes.. received a processing email

[mardibloke]

Cancelled

No discount codes, just quidco

billing and shipping address as the registered credit card details.

[zaheerm]

Tesco, my credit card company called me 60 seconds after declining to ask me if it was a real transaction then told me to call Nokia and tell them to re-put the credit card transaction.

After 45 minutes on hold not getting through to anyone on phone, I see an email saying my order was cancelled due to an error with credit card and told me to place a new order. So I have placed a new order. Hopefully this goes through. Hope it doesn't add too much lag on getting the order in.

[jimcon]

mine cancelled with my bank total should have been £306.

[jimcon]

looks like the shops down now so cant get it anyway

[DaveR53]

Cancelled, 3 discount codes. Natwest Card. I phoned them up and they said that Nokia did try to put an order through but it was held for confirmation. They've now said the payment is authorised but I don't think Nokia are going to try again with my original order.

I've emailed their billing department (replied to the cancellation email) telling them that the order is now authorised, so I guess the ball is in their court now :(

[jjx]

Cancelled. Credit card said for fraud prevention.

2 discount codes: 30%.

Order was recreated a few weeks ago by a telephone call from Nokia, where they recalculated the total 30% discount a different way, so it was definitely legit by then.

Nothing wrong with my credit card details.

Shipping same as billing address.

Got the "your order is ready to be shipped" mail, then 40 minutes later, "your order has been cancelled".

My credit card company could not give me a specific reason for the decline, only that they put a block on the card for fraud prevention. The block persisted to prevent future transactions, until I called the card company: two other transactions were blocked after the Nokia one.

A most intriguing thing is the card company said they have logged a declined authorization, but a short time later logged an accepted authorization for the same amount. They told me acceptances are sometimes lost, though, so not to count on it.

Could it be that shop.nokia.co.uk's order handling has received a declined authorization, sent a "cancelled order" email, and then later received an acceptance and passed through the order anyway? Perhaps there are bugs remaining in the order handling process...

Or perhaps it retried in the normal way, and they have been logged in reverse order by the card company.

Going to shop.nokia.co.uk to view "Order History", the order detail still says "not shipped". But then again, the previous order which has been cancelled (by that call from Nokia replacing it with the new order) is still there and also says "not shipped". It could mean anything.

Trying to view "Order Invoice", however, results in a server error... Only for the newer order. The older one (which has been cancelled) has a working invoice; only the one I care about returns server error :-)

That error may suggest their ordering system is a bit buggered in some way. Who knows, they might acknowledge a fault, tidy it all up and make us all happy in the end. (The call I received to recreate the order a few weeks ago was handled very well).

If it is Nokia's fault that these orders are being declined and cancelled, I think it would be reasonable to let customers have their previous discounted price, perhaps with a different card if there are persistent declinations happening as some are reporting in the USA.

[mardibloke]

List so far:

mardibloke quidco
cgarvie 3 codes
jimus no discounts
ewan 1 code
zaheerm
jimcon 3 codes
daver53 3 codes
jjx 2 codes

+8

[jjx]

List so far:

mardibloke quidco
cgarvie 3 codes
jimus no discounts
ewan 1 code
zaheerm
jimcon 3 codes
daver53 3 codes
jjx 2 codes

+8

Unfortunately it'll suffer from confirmation bias, perhaps even that much. People replying here are the sort of people who read the forums avidly, having been passionately waiting for weeks or months, and knew to use the discount codes when the preordered, or even to cancel their preorder and make a new one when more discount codes became talked about here.

[mklass]

I used 2 codes and it came off my Natwest visa card.. My order has not been cancelled..

[noelsolutions]

Friend just contacted me asking if my order had been cancelled, I said no. He got the first email and then within an hour got the cancelled email. How long did it take for you lot to get the second email. My friend called Nokia and is getting a call back today as it was escalated as new orders loose discount.

[jjx]

40 minutes between the "congratulations" and the "commiserations" mails.

[ewan]

There was almost exactly half an hour between mine. I really don't understand how it's possible for Nokia to be this utterly incompetent, I really don't. Given the number of people from this forum alone that have had orders cancelled this must be something they're used to, so why respond by totally freaking out and cancelling an order entirely?

Honestly, I first ordered this thing on the 16th of October, then ordered it again on the 29th after they stuffed up the first one, and now this. If (and at this point it really is an 'if') I order it again it'll be the third time, which is a piss-poor performance by any standard.

I'm going to give them a call in the morning, but if they won't honour the (perfectly reasonable, good-faith, single) discount code, then I'm not ordering it at full price. I still want it, but there's no way I'm paying an extra seventy five quid for having been messed around.

[Micky]

Email of order processing received, creditcard charged.

No shipping email yet, but I guess this will follow soon.

[RevdKathy]

Don't think it is technically 'incompetence'. Putting aside the people who admit their orders were cancelled because they'd made an entry error or didn't have enough credit, it looks to me like the automated system spat out a lot of the ones with lots of discounts, which then had to be entered manually. And that seems to have caused people's banks to query whether it's legit.

I suppose we ought to be glad the banks are on the ball for catching sudden big expenditure.

It sucks for those losing multiple discount, though I confess I'm mazed how those got through anyway... usually these things say "Not to be used in conjunction with any other offer" so Nokia clearly missed a trick letting them through. They are honouring the ones for people whose banks were less viligant - which is really only partially good news for them. Which is better? A big discount or a vigilant credit company?

BTW, anyone heard anything from quidco yet?

[Caprio]

Just seeing how many people had their shop.nokia.co.uk pre-order canceled suggesting their was a problem with their credit card, but they see no reason why their would have been a credit card issue.

Just increment the total, I will start the ball rolling

+1

I had this happen to me yesterday, I was gutted. My card company phoned me to say for fraud they had not permitted the payment and then I had an email from Nokia to say they had cancelled my order!

Really really annoyed.

[impatient]

Mine seems to be ok and I had all 3 codes, so its not a policy by Nokia to reject all this way.
I am still waiting for an email that actually says it is in the post, I only have the stock available one at the moment.

[open-collar]

Transaction declined ("mobile phones are common targets for fraud"). Had 15% discount and order in place since 19th October.

[Venomrush]

Can you guys state which bank+card you used?

[Caprio]

Can you guys state which bank+card you used?

Hi mine was uk Barclaycard mastercard, I didnt have any discount codes though.

[Venomrush]

Hi mine was uk Barclaycard mastercard, I didnt have any discount codes though.

Barclaycard is bad bad.
It seems a large majority of failed orders used Barclays

I don't like Barclays because of their PINSentry, too secure is never good, losing alot of flexibility.
I don't want to carry that brick around with me whenever I want to check my balance online.

[custard]

And me. 3 discount codes - to stop fraud. Had loads of credit. Think that is 10 now.

I have raised a compliant with my c/c company.

Still believe legally that Nokia should honour the transaction as they have let others through with the discount codes and a simple payment decline should not void the transaction / contract. Any lawyers out there?

Perhaps we should all get together and take them to the small claims court. Surely they would let it go through then as it would cost them more to defend it!:mad:

[Venomrush]

This seems like a good story to feature on BBC Watchdog
We get better chance for Nokia to put things right through Watchdog rather than doing it ourselves.

Problem with taking it to small claim court is it's not Nokia fault, they'll blaim it on the credit card company for denying the transaction.

[pancro]

Don't think it is technically 'incompetence'. Putting aside the people who admit their orders were cancelled because they'd made an entry error or didn't have enough credit, it looks to me like the automated system spat out a lot of the ones with lots of discounts, which then had to be entered manually. And that seems to have caused people's banks to query whether it's legit.

I suppose we ought to be glad the banks are on the ball for catching sudden big expenditure.

It sucks for those losing multiple discount, though I confess I'm mazed how those got through anyway... usually these things say "Not to be used in conjunction with any other offer" so Nokia clearly missed a trick letting them through. They are honouring the ones for people whose banks were less viligant - which is really only partially good news for them. Which is better? A big discount or a vigilant credit company?

BTW, anyone heard anything from quidco yet?

I preordered in September, used no codes whatsoever and wanted to show my full support by committing to buy a product at full price without having even seen it.

Then in October my order was cancelled and I was requested to call Nokia, as opposed to them calling/emaling me to explain what had happened. OK.

The next thing I know is that yesterday my order was CANCELLED (as opposed to be put on hold) because they couldn't take money off my Barclaycard credit card. Now, unless Nokia have been living under a rock for the past 5 years, their e-commerce workflow experts must know that it's become industry practice for credit card companies to decline initially a "suspicious" (whatever it means) transaction, check with the account holder, authorise it afterwards.

That's why for example dabs.com put an order on hold, verified the details with me, and everything went smoothly afterwards.

The fact that the Nokia shop is designed to freak out and CANCEL the order instead of just put it on hold until the appropriate checks are done is just poor, poor poor customer service.

I am not going to place my order again. I may as well wait for Maemo 6 since my Palm Prē has been such an excellent device so far. Bitterly disappointed by Nokia treating enthusiastic early adopters like this.

[open-collar]

Just been told on the phone that my discount code should be reapplied - they will call me back in 2-3 hours.

[chrisp7]

Ordered with x2 discount codes on 20th Oct - Checked with my bank, gone through all fine here. (Barclays)

[shaksta]

Just been told on the phone that my discount code should be reapplied - they will call me back in 2-3 hours.

What did you/they say?

My order got cancelled too. I used 3 codes. My credit card company (Tesco's) rang my home phone and left a message instead of ringing my mobile number!:mad:

If anyone manages to get their codes reinstated please share the info.

[RevdKathy]

Just been told on the phone that my discount code should be reapplied - they will call me back in 2-3 hours.

Now that IS good news. :) What did you do to persuade them? (For others to follow suit.)

[custard]

This seems like a good story to feature on BBC Watchdog
We get better chance for Nokia to put things right through Watchdog rather than doing it ourselves.

Problem with taking it to small claim court is it's not Nokia fault, they'll blaim it on the credit card company for denying the transaction.

Just completed the Watchdog form and await the details. Might be worthwhile for others to do so:

http://www.bbc.co.uk/watchdog/gotastory/

[Fargus]

I can see why people are frustrated but they really should be venting at their credit card companies for declining authorisation rather than checking prior to checking with the end client. Reading the posts it does seem to be the usual candidates for issues (CC companies). There is a mechanism for communicating with etailers that an authorisation is pending but often credit card companies fail to use it and send a declined instead.

[hass]

I used my HSBC card and unfortunately my order with 2 discount codes got cancelled. Seems HSBC thought it may have been a fraudulent transaction.

Checked on twitter and there are a dozen or so people affected there too.

[chrisp7]

Just completed the Watchdog form and await the details. Might be worthwhile for others to do so:

http://www.bbc.co.uk/watchdog/gotastory/

Isnt this slightly pathetic. Call them up and speak to them about reapplying the discount codes.

[custard]

I can see why people are frustrated but they really should be venting at their credit card companies for declining authorisation rather than checking prior to checking with the end client. Reading the posts it does seem to be the usual candidates for issues (CC companies). There is a mechanism for communicating with etailers that an authorisation is pending but often credit card companies fail to use it and send a declined instead.

TBH I think it is both the C/C company and Nokia. How can Nokia cancel an order in good faith just becuase payment has been declined?

The order should still be open and they should ask how I am going to pay for it. It is a form of contract that has been entered into.

[custard]

Isnt this slightly pathetic. Call them up and speak to them about reapplying the discount codes.

Do you not think that was the first port of call? Nokia are refusing to honour the discounted price

[Fargus]

TBH I think it is both the C/C company and Nokia. How can Nokia cancel an order in good faith just becuase payment has been declined?

The order should still be open and they should ask how I am going to pay for it. It is a form of contract that has been entered into.

There are several codes that can be returned including one to indicate fraud. To be honest I know it would help if Nokia picked up the shortfall generated by the CC companies but because customers don't ***** about it to them or let them off the hook they continue with crap service.

I agree it's unsporting of Nokia not to allow you to continue with the order but if they have an indication back from the CC company that it is fraud they aren't likely to be overly helpful.

Regarding contract, technically the contract is that you will pay for something and they will supply. If payment is refused then the contract is broken. Not exactly fair but understandable.

I would suggest asking to talk to a supervisor rather than the first person that answers the call. Explain calmly why you feel you are caught in the middle through no fault of your own. If there is a way to do it most people are reasonable when presented with a rationale arguement.

[Venomrush]

Then in October my order was cancelled and I was requested to call Nokia,

They don't ask you to callback to 'reconfirm' the order unless you used multiple discount codes.

[Netweaver]

+1
I got my N900 ordered with 2 discount codes, also using Topcashback, mid-Oct.

A colleague of mine did the order, his bank is Nationwide. The card wasn't used in a while and because it was an internet transaction, the bank stopped it. He phoned bank and nokia and indeed Nokia says there is a change he gets his 30% off still. He would know by this evening.

Still unhappy on the 10% topcashback. But if I get the 30%, I'm a bit more happy ...

[derrickj]

Order rejected, Lloyds TSB, 1 code, 15% discount REFUSED today.

2009-10-16 Order placed
2009-10-29 Order regenerated manually
2009-11-23 Lloyds TSB refer transaction, reject, phone up to confirm OK
2009-11-24 Phone Shop.Nokia, Chris says can resubmit order BUT REFUSED 15% discount. Asked for management - none available.

So, original 1 code was 15% off. First manual reorder removed 15% from accessories, credit card hold looses 15% completely.

After using Nokia phones since a very early 2110, and tablets since the N800 this experience leaves a VERY bitter taste. It certainly damages Nokia's reputation in my eyes, and drives me towards competitor products.

After the build up of waiting several months in eager anticipation for the N900, it feels like Nokia Shop is using errors in the merchant card systems to rob consumers of £70.

Whatever the legal facts of the situation and merchant system transactions may be, a £500 telephone is an emotional purchase and the excitement has been soured.

I'm waiting for a call from the 'manager' as in my opinion, this is very sharp practice. The call is more in hope than expectation.

How much was the iPhone, again? :-)

[ewan]

They don't ask you to callback to 'reconfirm' the order unless you used multiple discount codes.

That's not true.

[mardibloke]

mardibloke quidco
cgarvie 3 codes
jimus no discounts
ewan 1 code
zaheerm
jimcon 3 codes
daver53 3 codes
jjx 2 codes
Caprio
open-collar 1 code
custard 3 codes
pancro
shaksta 3 codes
hass 2 codes
netweaver 2 codes
derrickj 1 code

+16

[ewan]

Don't think it is technically 'incompetence'. [...] I suppose we ought to be glad the banks are on the ball for catching sudden big expenditure.

The declining the transaction isn't really the problem, and not what I was referring to as 'incompetence'; it's something that happens pretty routinely for online orders for expensive electronics. The problem is that Nokia know that, and should behave as other retailers do and simply hold the order pending authorisation, which usually only takes a few minutes to sort out. What they did was to completely lose the plot and cancel the order outright. That's what I'm calling incompetent, and it is.

[jutl]

Mine hasn't failed yet, but I am fully expecting it to do so. The amount is outside my normal spending pattern. I rang Nokia and my bank this morning to see what could be done. The guy at Nokia said that he was aware that their system cancels an order when a cc company asks for further information, and that this was not normal for online retailers. I mentioned that Amazon attempt to contact the buyer and get them to authorise the transaction over the phone, and he said that the fact that they didn't was 'just part of our ordering system'. He suggested that I ring the fraud department at my bank, as Nokia's system showed the order to be 'pending'.

My bank were very helpful, but could not see the transaction as either having happened or in ear-marked funds. They can't do anything until they actually have the transaction request, and by then (it seems) Nokia will likely have failed and cancelled the order. The woman I spoke to said that 'Nokia are not following the correct procedure' by bailing on orders at the first hurdle, and I got the impression that she was referring to some kind of code of practice (formal or informal) that was established between payment processing agencies and retailers. I guess that - in the usual run of things - retailers are keen to actually get the money, and so will pause the order and deal with it again when the buyer has contacted their payment provider.

So for me the lesson here is that Nokia UK is not that desperate to have me as a customer. It makes sense in a way, as whomever I buy from will have to get the phone from them, so there's no real motivation to compete with the customer-friendly payment practices of other online retailers.

Oh, and the Nokia rep told me that if I did have to reorder because this transaction failed, it would only take 'one or two days' to get my order processed. I asked him if they had enough stock to make that kind of promise and he said that he was sure they did. I would not, however, get my discount, as 'there are no discount codes available at the moment' (whatever that meant). Of course, I would be extremely unlikely to reorder from Nokia simply because the same thing would almost certainly happen again (fail-cancel-grrr etc).

It seems to me that Nokia UK's payment processing system for online orders is fairly untypical, and - according to my bank at least - incorrect. This incorrectness is leading to many customers losing discounts for which they originally qualified. I think that consumer interest organisations and media programmes would probably be fairly interested in this.

[Venomrush]

That's not true.

It is true.
Everyone I know whom have been asked to call back all used 2 codes or more.

[Duffer]

My order was declined yesterday (Mint). I just had total point blank refusal from Chris at Nokia UK to give me (1 code) 15% discount.

I told him this was completely unacceptable he just said "If I could I would"

[Fargus]

Order rejected, Lloyds TSB, 1 code, 15% discount REFUSED today.

2009-10-16 Order placed
2009-10-29 Order regenerated manually
2009-11-23 Lloyds TSB refer transaction, reject, phone up to confirm OK
2009-11-24 Phone Shop.Nokia, Chris says can resubmit order BUT REFUSED 15% discount. Asked for management - none available.

So, original 1 code was 15% off. First manual reorder removed 15% from accessories, credit card hold looses 15% completely.

After using Nokia phones since a very early 2110, and tablets since the N800 this experience leaves a VERY bitter taste. It certainly damages Nokia's reputation in my eyes, and drives me towards competitor products.

After the build up of waiting several months in eager anticipation for the N900, it feels like Nokia Shop is using errors in the merchant card systems to rob consumers of £70.

Whatever the legal facts of the situation and merchant system transactions may be, a £500 telephone is an emotional purchase and the excitement has been soured.

I'm waiting for a call from the 'manager' as in my opinion, this is very sharp practice. The call is more in hope than expectation.

How much was the iPhone, again? :-)

If anyone else gets into the position where a Manager or Supervisor is not available - suggest you will wait. It will jam the call stats up which reflects badly on the call maanger so they will want to deal with the issue.

[Venomrush]

My order was declined yesterday (Mint). I just had total point blank refusal from Chris at Nokia UK to give me (1 code) 15% discount.

I told him this was completely unacceptable he just said and I quote "If I could I would"

Chris, the sale guys won't have the necessary 'override' to reapply the codes.
Ask for their supervisor

[Fargus]

The declining the transaction isn't really the problem, and not what I was referring to as 'incompetence'; it's something that happens pretty routinely for online orders for expensive electronics. The problem is that Nokia know that, and should behave as other retailers do and simply hold the order pending authorisation, which usually only takes a few minutes to sort out. What they did was to completely lose the plot and cancel the order outright. That's what I'm calling incompetent, and it is.

This depends on the reason that the CC company has given for declining. If they indicate a fraud rather than an onhold authorisation it is purely the good will of the vendor to allow you to continue.

An Aside...
From what I hear via more direct routes, there is a problem coping with the sheer volume of processing. Not something that should be used as an excuse by maybe remember that when on the phone?

[custard]

mardibloke quidco
cgarvie 3 codes
jimus no discounts
ewan 1 code
zaheerm
jimcon 3 codes
daver53 3 codes
jjx 2 codes
Caprio
open-collar 1 code
custard 3 codes
pancro
shaksta 3 codes
hass 2 codes
netweaver 2 codes
derrickj 1 code

+16

Watchdog form takes 5 mins to complete. Could even be a TV star from it

[Venomrush]

Has anyone managed to get the supervisor's name who said they'll reapply the discount?

[ewan]

It is true.
Everyone I know whom have been asked to call back all used 2 codes or more.

I had just the one discount code (and no cashback arrangements) and I had that email. It's not true.

[charlie]

mardibloke quidco
cgarvie 3 codes
jimus no discounts
ewan 1 code
zaheerm
jimcon 3 codes
daver53 3 codes
jjx 2 codes
Caprio
open-collar 1 code
custard 3 codes
pancro
shaksta 3 codes
hass 2 codes
netweaver 2 codes
derrickj 1 code
charlie 1 code

+17

Same story for me as everyone else:

Ordered early Oct
Contacted on 28th Oct by Nokia to "authorise" order, cancelling the original one and creating a new order with a manual 15% discount applied
Order cancelled yesterday when the CC transaction was queried


When calling Nokia UK, has anybody spoken to anyone other than Chris? Surely he can't be the only person answering the calls!

[custard]

mardibloke quidco
cgarvie 3 codes
jimus no discounts
ewan 1 code
zaheerm
jimcon 3 codes
daver53 3 codes
jjx 2 codes
Caprio
open-collar 1 code
custard 3 codes
pancro
shaksta 3 codes
hass 2 codes
netweaver 2 codes
derrickj 1 code
charlie 1 code

+17

Same story for me as everyone else:

Ordered early Oct
Contacted on 28th Oct by Nokia to "authorise" order, cancelling the original one and creating a new order with a manual 15% discount applied
Order cancelled yesterday when the CC transaction was queried


When calling Nokia UK, has anybody spoken to anyone other than Chris? Surely he can't be the only person answering the calls!

I talked to the supervisor David - no discounts available

[ewan]

I've just re-ordered with the discount.

[shaksta]

I talked to the supervisor David - no discounts available

Yeh I spoke to David last night too...got told that no discount codes were available to apply onto the new order. But he said he would take it further and call me back today. He told me that others who had called with the same scenario had been told the same thing. But he said he would call me if things change, which I very much doubt.

[shaksta]

I've just re-ordered with the discount.

HOW? Please give more details.

[ewan]

To slightly expand on that post; I've just got off the phone with the Nokia UK shop (who I'm pretty sure aren't actually in the UK judging by the accents). I explained the situation in full, with dates, and that I wanted to re-order, but at the agreed 15% discounted price. The chap I was talking to did so and confirmed the total as £434.14 (inc. express delivery). He went on to say that had I called ten minutes earlier, he wouldn't have been able to help since they didn't have a solution for the discount code problem, but that now they did.

I haven't received a confirmation email yet, but for anyone in a similar situation I'd suggest giving them (another) call.

[mardibloke]

Myself and a few others I contacted (all Barclaycard VISA), had their cards marked as 'Fraud'.

Meaning if you tried to use the card anywhere else it would have been declined.

Quick call to card company to go through recent transactions and say they are all ok, and you are back in business.

[cms]

It is true.
Everyone I know whom have been asked to call back all used 2 codes or more.

Afraid not. I ordered on 1 Oct, no discount or promotion codes. My order was cancelled at the end of month, same time as all the other cancellations due to 'errors'. Eventually I got Nokia to call me back, and they put in a new order for me. That one was cancelled yesterday, about 20 minutes after I'd verified the charge on my credit card using the bank's automated callback.

I don't think there's any overreaching pattern behind it, other than vague incompetence. The Nokia online store and sales implementation is shockingly poor, from the interface, all the way down through the e-commerce stack, to the customer support ( e.g. when I phoned up about my first cancellation, I sat on hold for 15 minutes until a harrassed-sounding operator picked up, cut me off with a curt 'is a mistake', and hung up on me ).

It was a bit of a punt for me at the time, having never used it before, but the promise of an early pre-order sounded fun (back in September), and I felt like it might be showing Nokia a little extra support. Well, I won't be using their online store again after this farrago, and I will make sure I warn off anyone I know from using it in the future.

It looks like the devices will be in mainstream retail in a week or two now, which after all this time doesn't seem too awful a wait. I will probably still get one, but I will use another retailer that I can trust.

[DaveR53]

To slightly expand on that post; I've just got off the phone with the Nokia UK shop (who I'm pretty sure aren't actually in the UK judging by the accents). I explained the situation in full, with dates, and that I wanted to re-order, but at the agreed 15% discounted price. The chap I was talking to did so and confirmed the total as £434.14 (inc. express delivery). He went on to say that had I called ten minutes earlier, he wouldn't have been able to help since they didn't have a solution for the discount code problem, but that now they did.

I haven't received a confirmation email yet, but for anyone in a similar situation I'd suggest giving them (another) call.

Sounds promising! What number did you call?

[hass]

What a bunch of jokers.

Just got off the phone to the charming Chris again, who basically said they can reprocess th order but only with a 15% discount as head office have kindly provided one to affect the people whi have been affected by this unfortunate incident.

You know what screw Nokia. I shall be purchasing an Android device and Nokia will never see a penny from my household again!

[Venomrush]

I used my HSBC card and unfortunately my order with 2 discount codes got cancelled. Seems HSBC thought it may have been a fraudulent transaction.

Checked on twitter and there are a dozen or so people affected there too.

I used HSBC card too, but only with 1 code. Went through fine, card got debitted.

[shaksta]

What a bunch of jokers.

Just got off the phone to the charming Chris again, who basically said they can reprocess th order but only with a 15% discount as head office have kindly provided one to affect the people whi have been affected by this unfortunate incident.


Yep i just called and got the same BS. I had 3 codes on my original order but now they will only accept one. Not sure if I should order it or wait and see if Orange get it soon as I am due an upgrade.

[Venomrush]

To slightly expand on that post; I've just got off the phone with the Nokia UK shop (who I'm pretty sure aren't actually in the UK judging by the accents). I explained the situation in full, with dates, and that I wanted to re-order, but at the agreed 15% discounted price. The chap I was talking to did so and confirmed the total as £434.14 (inc. express delivery). He went on to say that had I called ten minutes earlier, he wouldn't have been able to help since they didn't have a solution for the discount code problem, but that now they did.

I haven't received a confirmation email yet, but for anyone in a similar situation I'd suggest giving them (another) call.

That's good news.
15% or 30%?
Try push it for 30%, might go get myself another N900

[custard]

What a bunch of jokers.

Just got off the phone to the charming Chris again, who basically said they can reprocess th order but only with a 15% discount as head office have kindly provided one to affect the people whi have been affected by this unfortunate incident.

You know what screw Nokia. I shall be purchasing an Android device and Nokia will never see a penny from my household again!

What number did you call?

[open-collar]

Just re-order my phone with 15% discount. Coln/Colin (had what sounded like a Finnish accent) handled my order. Everything was working very slowly because of the number of calls and orders they were receiving. He couldn't give me any confirmation of when it would be dispatched and I couldn't keep my place in the queue (original order was in the middle of October). Apparently they need to "get control of the stock" before than can start dispatching. I have an image of men with butterfly nets in the warehouse.

[hass]

0800 3316021

[jutl]

For those reordering - why do you think that the same problem wont occur when they next come to authorise your payment? Have Nokia UK said they will do it differently, or are you just optimists? :)

[ewan]

Sounds promising! What number did you call?

I thought I'd be a bit creative and tried Customer Services on 0845 045 5555, but they couldn't help (they sound like they're more aftersales 'My phone doesn't work' type support) and put me through to the shop, which I'm pretty sure is where you'd get to if you just ring the usual 0800 331 6021 number.

I have now had the email confirmation and I can see the new order on the shop website, at the original price. I've also called Barclaycard's fraud people and indicated that I was:

a) Not Happy.
b) Going to be even more Not Happy if they declined it again.

They tell me that I should be good to go as long as Nokia put the transaction through today or tomorrow, otherwise I should call them again. Hopefully it'll be third time lucky.

[Duffer]

Just spoken to Chris again, Nokia has accepted my diso**** code now.

Thanks to this thread / Nokia, I feel less p'd off now!

[cgarvie]

For those reordering - why do you think that the same problem wont occur when they next come to authorise your payment? Have Nokia UK said they will do it differently, or are you just optimists? :)

cause you need to phone the card company, and they know to expect that order to appear again.

My card company didnt refuse payment, just put it on hold while they checked authorisation

[charlie]

I've also just been able to re-order with the 15% discount re-applied over the phone on the 0800 331 6021 number.

(I didn't speak to Chris this time so I've answered my own question)

[Netweaver]

same crap here, only willing to give the one 15% code.
:(

We already filed the form at Watchdog, please all do as well. If it wasn't for the phone being so good, I would never do business with them again.

[DaveR53]

Got through to Chris on 0800 331 6021 (option 1), poor guy sounds like he's been bombarded. Said same thing about the discounts being cancelled but they can give me a 15% one. So I replaced the order over the phone and he gave me a new Order Number.

I had originally placed the order with the first 15% discount code but cancelled that when the 3 code trick appeared, so I am not too put out over it. Still a shame though.

[shaksta]

I wonder if they will still give the Quidco cashback even though it's a new order. An extra 10% off would help me seal the deal.

[mardibloke]

Afraid not. I ordered on 1 Oct, no discount or promotion codes. My order was cancelled at the end of month, same time as all the other cancellations due to 'errors'.

says in the shop.nokia FAQ that orders over 30 days old, they will try and contact you to confirm you wish to keep the order.

Were your phone contact details in order on your account for the web site?

[pthimon]

I had my original 3x15%+cashback vouchers order cancelled because my credit card company (smile) declined the transaction because it was 'suspicious'.

Rang up the nokia shop yesterday and they were very unhelpful and couldn't re-order with any discount. Just rang up now and I've re-ordered with 15% discount (£424.15), but the chap couldn't give any delivery date.

[mardibloke]

mardibloke quidco
cgarvie 3 codes
jimus no discounts
ewan 1 code
zaheerm
jimcon 3 codes
daver53 3 codes
jjx 2 codes
Caprio
open-collar 1 code
custard 3 codes
pancro
shaksta 3 codes
hass 2 codes
netweaver 2 codes
derrickj 1 code
duffer
charlie
cms
pthimon


+20

[cms]

says in the shop.nokia FAQ that orders over 30 days old, they will try and contact you to confirm you wish to keep the order.

Were your phone contact details in order on your account for the web site?

Yes, all my contact and bank details were fine. I figured that maybe that first round of cancellations might have had something to do with the 30 day window. However, they made no attempt to contact me before order cancellation. Similarly, after the card check, no attempt to hold the order or contact me, just drops straight to cancelled. Useless, really, from a customer perspective.

[w00t]

They don't ask you to callback to 'reconfirm' the order unless you used multiple discount codes.

That *wasn't* it. Some orders had a wrong part number, others didn't. I had multiple codes, and wasn't asked to call back.

(edit: I know this because I phoned them anyway on unrelated matters and one of the blokes was ready to cancel my order and re-place it.. thankfully he transferred me over to his supervisor who realised that my part number was correct, and so it didn't get cancelled.)

[Netweaver]

[QUOTE=custard;388362]Just completed the Watchdog form and await the details. Might be worthwhile for others to do so:
et

All affected should fill it out it, it only takes a few minutes. And it wont hurt anything. Just get the flawed business process Nokia Shop (ab)uses open in the air !!!

Edit: now WITH the link : http://www.bbc.co.uk/watchdog/gotastory/

[manic]

Mine was cancelled and no joy speaking to Nokia. Can I ask those that re-ordered with a 15% discount -

Has anyone reordered over the internet (to enable Quidco tracking?) or has it all been processed over the telephone?
Thanks

[custard]

Mine was cancelled and no joy speaking to Nokia. Can I ask those that re-ordered with a 15% discount -

Has anyone reordered over the internet (to enable Quidco tracking?) or has it all been processed over the telephone?
Thanks

They will only do over the phone so no topcashback

[pancro]

I preordered in September, used no codes whatsoever and wanted to show my full support by committing to buy a product at full price without having even seen it.

Then in October my order was cancelled and I was requested to call Nokia, as opposed to them calling/emaling me to explain what had happened. OK.

The next thing I know is that yesterday my order was CANCELLED (as opposed to be put on hold) because they couldn't take money off my Barclaycard credit card. Now, unless Nokia have been living under a rock for the past 5 years, their e-commerce workflow experts must know that it's become industry practice for credit card companies to decline initially a "suspicious" (whatever it means) transaction, check with the account holder, authorise it afterwards.

That's why for example dabs.com put an order on hold, verified the details with me, and everything went smoothly afterwards.

The fact that the Nokia shop is designed to freak out and CANCEL the order instead of just put it on hold until the appropriate checks are done is just poor, poor poor customer service.

I am not going to place my order again. I may as well wait for Maemo 6 since my Palm Prē has been such an excellent device so far. Bitterly disappointed by Nokia treating enthusiastic early adopters like this.

After seeing so many people being able to apply their original 15% discount, I decided to call, explained the situation, explained that I was not willing to reorder an N900 at £499 knowing that many other people were getting a 15% discount. Given the inconvenience this caused, I asked what Nokia could do for me. After speaking with his manager, the person I spoke with told me that they were only giving discounts to the people who originally preordered with a code. I explained that I felt rather stupid to place an order at £499 knowing that the next person could have done it for £424 and I was very quickly dismissed with "OK, bye".

Really bad customer experience. The more I think about it the more it saddens me. Back in September, I was so enthusiastic that I was basically willing to pay £499 to be a beta tester...

[custard]

After seeing so many people being able to apply their original 15% discount, I decided to call, explained the situation, explained that I was not willing to reorder an N900 at £499 knowing that many other people were getting a 15% discount. Given the inconvenience this caused, I asked what Nokia could do for me. After speaking with his manager, the person I spoke with told me that they were only giving discounts to the people who originally preordered with a code. I explained that I felt rather stupid to place an order at £499 knowing that the next person could have done it for £424 and I was very quickly dismissed with "OK, bye".

Really bad customer experience. The more I think about it the more it saddens me. Back in September, I was so enthusiastic that I was basically willing to pay £499 to be a beta tester...

Use topcashback and get 12% cashback

[cgarvie]

Use topcashback and get 12% cashback

ive never used these sort of site, can anyone explain how they work, are there hidden catches

[jjx]

After seeing so many people being able to apply their original 15% discount, I decided to call, explained the situation, explained that I was not willing to reorder an N900 at £499 knowing that many other people were getting a 15% discount. Given the inconvenience this caused, I asked what Nokia could do for me. After speaking with his manager, the person I spoke with told me that they were only giving discounts to the people who originally preordered with a code. I explained that I felt rather stupid to place an order at £499 knowing that the next person could have done it for £424 and I was very quickly dismissed with "OK, bye".

I think that's fair enough.

The people getting 15% aren't really placing new orders, you know. That's just a technicality to workaround a fault in the system processing an old order. Those people ordered when there was a special offer on.

It's understandable that you're sad to have missed out a special offer, but that's just the normal roller coaster of commerce.

Really bad customer experience. The more I think about it the more it saddens me. Back in September, I was so enthusiastic that I was basically willing to pay £499 to be a beta tester...

It's been an awful customer experience for a lot of people. But given your story, I think you're asking too much. If you call most stores and just ask for a discount which they're not offering, on the grounds that you know some people who ordered more than a month ago and got a lower price which was offered back then, sometimes you get lucky but you should not be surprised if the answer is "no we're not offering that now".

[jjx]

ive never used these sort of site, can anyone explain how they work, are there hidden catches

Topcashback has a good reputation, but they can't guarantee the selling company will honour their agreement to pay cashback.

Nokia has weaseled out of paying cashback to a few people who used it with other discount codes, by telling people their order will be cancelled and they'll have to recreate their order by telephone if they want to keep the discount codes, and that loses the cashback - they don't carry the cashback to the new order.

I think that's a fault in Nokia's system rather than a systematic attempt to avoid honouring deals, but it does mean they don't pay in some cases.

There's no harm in trying, though. I used Topcashback to place my order, and they were quite easy to register with and then use. Just make sure you start at the Topcashback site, register, make sure you're logged in, then go to the Nokia page on Topcashback and follow the link to Nokia sales.

The worst that can happen is you don't get the cashback, but if there's no funny business with the order it should be ok. From what people have told me, Topcashback have a good reputation, so they're not likely to be faking the referral.

That said, nobody's been able to confirm getting the cashback yet - because that takes time (could be a few months), and it's not like anyone's confirmed a delivery of the N900 yet in the UK either :-)

[Widget23]

Email confirmation received
3 x 15% discount codes,
10% Topcashback,
Barclays Connect debit
Money taken from account
No probs

Hoggerz

Where can I get these discount codes from? Are you allowed to share them with me? :rolleyes:

[ewan]

The codes in question all expired a while ago, there are no current ones.

[jjx]

Where can I get these discount codes from? Are you allowed to share them with me? :rolleyes:

They expired a month ago. That's why new orders can't use them.

[custard]

I had my original 3x15%+cashback vouchers order cancelled because my credit card company (smile) declined the transaction because it was 'suspicious'.

Rang up the nokia shop yesterday and they were very unhelpful and couldn't re-order with any discount. Just rang up now and I've re-ordered with 15% discount (£424.15), but the chap couldn't give any delivery date.

The European Sales Manager David called me back earlier today and they are only going to give 15% even though I had heard that it could be 30%.

Has anyone been offerred more than 15%

[shaksta]

The European Sales Manager David called me back earlier today and they are only going to give 15% even though I had heard that it could be 30%.

Has anyone been offerred more than 15%

I tried to speak to David but they said he wasn't available, so I just gave up and went for the 15% discount. Let us know if you hear anything about the 30%.

[jjx]

Short version:

I lost my 30% discount due to the card handling problem, and reluctantly agreed to a new order with 15% discount. I'm fed up with the roller coaster experience; it's worth £70 just to stop having to deal with it.

Customer services gave me a mixed message, at one point telling me I'd keep the original price (yay :D), then later a different representative saying I could not (boo-hoo :(). It's like a microcosmic version of the same emotional roller coaster, packing the same highs and lows of the past month into a single call...

I checked if that would affect delivery timing and was told they have enough stock now, so that queuing position isn't an issue.

Update:

Oh, wtf! I've just checked the new order they just made for me, and they messed that up too. The new one has standard (slow) delivery, which I did not agree to.

Therefore I'm going to call tomorrow morning to cancel the new order.

I'll probably go ahead and make a fourth(!) order tomorrow morning. But there is no guarantee they'll honour even the last price if I do that - others have posted to say amending the delivery type on an existing order isn't possible.

Sigh, Nokia, your sales service is really screwing up.

I'm a big fan of open devices, and there's no competition yet.

But this surprisingly large number of glitches and disappointments are giving me plenty of time to decide if I really need a very expensive phone right now. After all it comes with a fair number of bugs and despite the excitement, it's just a little computer-phone, not the ultimate fantasy device. I might be better off waiting for a cheaper, better, faster, smaller alternative to come out - from anyone - which surely will happen within a year.

In a nutshell, all these sales problems are giving me reason to wonder if the hype and excitement over the device itself will turn out to be disappointing too.

Longer story:

My order was cancelled due to "card declined", like everyone else getting this unpleasant surprise.

I just spoke with Customer Services (0845 0455555), explained the situation and that many people are in the same boat.

I spoke to a very nice lady who told me they cannot revive the "cancelled" order, but they can create a new one and will keep my 30% discount because I had placed the original order by phone. All I had to do was be transferred to Sales, and create a new order.

At this point I'm a happy customer again :D

So then I was transferred to Sales, and spoke to Chris. (I'm wondering if that's his real name, because everyone seems to be speaking to Chris ;-)

He told me that I cannot keep the 30% discount.

:( :( :mad: :(

He said that it is not Nokia's fault that my card with many others were declined. He said he can offer a 15% discount, that's been agreed with their supervisors due to this issue, and if I'd called this morning I would not even be offered that.

He agreed it's unusual that so many people are affected, but still said it's Mastercard's fault not Nokia's fault, so tough. I can't have it at the price originally agreed.

I'm thinking if they had to have a special meeting with supervisers to establish a discount just because of the number of card problems with this specific issue, it clearly has something to do with Nokia's card handling or submission processes, and frankly the company can afford to honour their originally agreed prices - after all they did agree to them, by telephone in some cases (mine included)!

I'm also thinking this is like going to a market where you haggle for a bit, agree a price and shake hands, hand over your card, they bag up the goods, you're all excited at the shiny new thing you've bought and glad the negotiating is over. Then just as they hand you the machine to enter your card PIN, and they know you're emotionally invested in the purchase, they say "Changed mind. You can have it for £70 higher, take it or leave it". That's a serious merchanting faux pas. When a price is agreed, that's what you stick to unless you have a real problem with it - which Nokia does not.

I think the fault in customer service at this point is they should have agreed to keep the customer's original discount price, or something close to it, whatever it was for each customer.

The theory that 30% discounts were an unintended glitch doesn't make sense after they have already gone to the effort to phone customers before (3 weeks ago) and create phone orders with a 30% discount, their operators knowing full well what they were doing at the time.

Anyways, I decided that I'm fed up with this emotional roller coaster, and agreed to pay £70 more than previously agreed for my phone. That is, I accepted the 15% offer, which I'm sure they think is a generous concession but doesn't feel like one under the circumstances.

Before saying yes I asked about place in the queue, as I'm not interested in waiting another month, or indeed another few weeks. Chris told me that's not an issue now, as they have enough stock, so then I said yes.

Btw, I asked if he's able to confirm the transaction going through this time. He said no, it still takes time, but he does not expect a problem as I've called the card company and told them the last one (which was declined) should not have been declined.

After ending the call, I looked online to find my new order has the slow delivery option, while the original (which I thought was being duplicated) had express delivery.

If Chris had told me the new price I was paying on my card, I would have known and immediately pointed it out. (I thought that it was mandatory for the seller to quote the price before placing a card transaction? That didn't happen...)

Ordinarily that wouldn't be the end of the world, but you know, after waiting >1 month for delivery and people talking about delivery dates in December and January at this point, unexpectedly getting converted to the slow delivery option is worrying.

So I'm going to call them again tomorrow morning, to find out if the delivery option can be changed (fixed), and if it cannot, if they recreate the order what will happen to the price this time...

[pr0xyfl00d3r]

Just make me so god dam mad that they can't just hold the orders and wait for the customer to sort the card out!!! its crazy

[pr0xyfl00d3r]

ps anyone know when we should see any movement for our reorders?

[pr0xyfl00d3r]

and how many known peeps has this prob now?

[cgarvie]

well it looks like im out of the Game. I did some hard maths last night, and reconded i could afford, it with a 25% discount , ok not the 45% i could have been lucky to get if mastercard hadnt refused. but i could affort it.

After speaking to them today, its looking like the 15% is all were gonna see and i can even take that to a cash back site to make it up to the 25%.

So so long, its almost been fun hanging round the forums waiting and i had looked like it would have been fun to dig deeper into the phone with all the peeps here.

maybe i'll manage it when other contract deals appear. but there all to steep for me just now.

[ae0n]

Wow jjx, that certainly is appalling service on Nokia's part. It really does take a toll on you, when realising in retrospect, the weeks/months we've been drooling and hyping up over the phone (in addition to being fortunate enough to obtain it, legitimately for a significantly lower price - for some of us) - only to have this BS happen to us unfortunate few.

I decided not to immediately re-order it yesterday with hopes of a better turn of events with this crappy issue today, and yup, low-and-behold, we can at least get the 15%. So I guess I can take solace in that.

[jimcon]

First time ive bought from nokia , what a complete balls up ,bad enough the lack of info as release date thought id done well with 30% off booking on 20/11 then the waiting. then finally the email saying its been rejected.and the back of the queue again could be another 3 to 4 weeks according to the new email so why have i paid for express delivery.

[cgarvie]

First time ive bought from nokia , what a complete balls up ,bad enough the lack of info as release date thought id done well with 30% off booking on 20/11 then the waiting. then finally the email saying its been rejected.and the back of the queue again could be another 3 to 4 weeks according to the new email so why have i paid for express delivery.

another 3-4 weeks. SO that means that if card hadnt been bounced they didnt have enough phones to fufill the pre-orders?

[shaksta]

I reordered using the 15% discount code. But I was told to ignore the 3-4 weeks bit cos they had them in stock and should process them tomorrow.

[Venomrush]

You won't have to wait for 3-4 weeks.
That's the standard email they sent out to all N900 orders.

They confirmed they have plenty in stock.
If you order now, you'll get it next week.

You can't go through cashback because it has to be done over the phone for the 15% discount

[jjx]

When making my new new order (via Nokia Customer Services), Chris told me that delivery queue position is no longer an issue as they have sufficient stock.

I don't believe him, of course with all the other nonsense, but that's the official line at the moment.

Update 2009-11-25: Yup, he wasn't telling the truth.

[mardibloke]

and how many known peeps has this prob now?

mardibloke quidco
cgarvie 3 codes
jimus no discounts
ewan 1 code
zaheerm
jimcon 3 codes
daver53 3 codes
jjx 2 codes
Caprio
open-collar 1 code
custard 3 codes
pancro
shaksta 3 codes
hass 2 codes
netweaver 2 codes
derrickj 1 code
duffer
charlie
cms
pthimon
manic
w00t
pr0xyfl00d3r

+23

[jimcon]

I reordered using the 15% discount code. But I was told to ignore the 3-4 weeks bit cos they had them in stock and should process them tomorrow.

Hope your right , just dont know what to believe:mad:

[w00t]

Just updating my info, I actually used two codes.

mardibloke quidco
cgarvie 3 codes
jimus no discounts
ewan 1 code
zaheerm
jimcon 3 codes
daver53 3 codes
jjx 2 codes
Caprio
open-collar 1 code
custard 3 codes
pancro
shaksta 3 codes
hass 2 codes
netweaver 2 codes
derrickj 1 code
duffer
charlie
cms
pthimon
manic
w00t 2 codes
pr0xyfl00d3r

Also curious is that I didn't know mine was cancelled until *this morning*. Nokia mailed me at 8:35AM, and the bank rang at 10:30AM to ask for authorisation to pay. How in the bloody hell am I supposed to give authorisation *WHEN THEY CANCEL THE ORDER BEFORE I EVEN KNOW IT IS HAPPENING* :|

Equally amusing, the bank didn't decline the transfer at all, and from what I remember of my discussion with them, they *approved* it and it is still pending payment - yet Nokia says they declined.

Amusing, in an "oh, my god, can this be any more ****ed up" kind of way...

[cgarvie]

Equally amusing, the bank didn't decline the transfer at all, and from what I remember of my discussion with them, they *approved* it and it is still pending payment - yet Nokia says they declined.

Amusing, in an "oh, my god, can this be any more ****ed up" kind of way...

yeah i get 2 stories there. Bank was it was just on hold till the confirmed it was legit. Nokia that bank refused it.


no win im afriad. You can get your 15% if you had that before , but i dont think there anything else you can do.

[jjx]

Good point. My card company said they initially sent a "declined" response, but Nokia sent another request and the second was "approved".

Nonetheless, Nokia cancelled the order.

[Jimus]

So has anyone had an update on the status of their new order?

My card was declined at about 4:30 on Monday and I'd re-ordered by 4:50. No news yet....

[jjx]

So has anyone had an update on the status of their new order?

I've just been on the phone, to convert from standard delivery (their mistake when recreating the order) back to express delivery.

The operator checked what stage my order has reached, and then told me "To be honest, we don't have any in stock right now. There's not much point changing it to express delivery; it won't make that much difference. I can do it if you want to, but it won't start shipping until we've got more stock".

So I left it unchanged.

I asked "when will there be stock?", and she said "to be honest we don't know, but it should only be a few days".

That probably means everyone who's order is in the "has not yet shipped" state is going to be waiting a few more days before shipping starts.

*gulp* we won't even know if the card transactions will go through until then!

It appears the person who recreated my order yesterday (at the raised price) did not tell the truth when he told me there was stock ready to ship to me and my loss of queue position wouldn't matter... I wouldn't have gone ahead with the order if he'd told me the truth. Cheeky buggers.

[ae0n]

That's what I was told earlier too. I'm also a bit peed off because I asked her if I'd still be able to retain my place in the queue, or take higher priority (hoping that she was fibbing on the "no stock" front) seeing as though I pre-ordered last month (!!), but apparently not due to my original order being cancelled. :(

[deadmalc]

That's what I was told earlier too. I'm also a bit peed off because I asked her if I'd still be able to retain my place in the queue, or take higher priority (hoping that she was fibbing on the "no stock" front) seeing as though I pre-ordered last month (!!), but apparently not due to my original order being cancelled. :(

What really annoys me is that the answer is plainly yes you could retain your place in the queue, they just don't care enough about customer relations to do anything about it.
Also be glad you placed your pre-order only last month, I placed it within a few hours of it being available: 02/09/2009 14:52

Even more annoying is Nokia Poland has stock and is shipping, and I would assume they all come from the same place as well (Amsterdam) - another gem from Nokia.

[garyjoe_2001]

+1

My order was also cancelled because my card wanted to approve the transaction first. I replaced my order yesterday morning and was told that it will only delay things by 1 day as they have a lot of stock. I called them back today as still no new email and they are saying that my card should now get charged tomorrow.

I hate it when you call places and they assume what you are going to say before you have had a chance to say it. Yes they have had a lot of calls from people but you can still hear what the customer has to say. We r all spending £500 on a product I think they should find the time to hear 1 question.

[nuknuk]

Its ok i got mine 1hr ago and you cant taklk to anyone coz the mic is f^^5ced no work at all.

[ae0n]

I re-ordered mine over the phone about an hour ago, and it seems to me that anyone who ordered/re-ordered from Monday onwards will likely be getting theirs sometime next week.

They told me that they don't have any more in stock, and that they're waiting on their next batch due in next week, despite telling me with certainty on Monday, that they had PLENTY of stock for everyone (which I now realise was a lie).

So much for a "pre-order".

[spanner]

I re-ordered mine over the phone about an hour ago, and it seems to me that anyone who ordered/re-ordered from Monday onwards will likely be getting theirs sometime next week.

That's me I guess. Sucks minor balls - but put it this way:

different batch = mic will probably work on your £500 gadget

[ae0n]

Yeah lol, I was about to say!

I suppose it was a blessing in disguise right?

[w00t]

If this is true, then I've just about ****ing had it.

I think I've managed to stay (relatively) calm and collected during the past few months, but this is just sheer ****ing LUNACY.

Delay upon delay to "fix problems" (boy, what a success that turned out to be.)
Repeated false information from CSRs from *nokia.co.uk*, not even a third party ****ing retailer (the 9th, the 19th, etc)
Cancelled "pre-order" due to "denied payment" which was also a ****ing lie
MULTIPLE lies from CSRs and "David" or whatever his name was about their being plenty of stock, and how it'd all go through without a hitch
And now, the icing on the ****ing cake, despite the delays - the ****ing microphone doesn't work on a number of delivered units.

I'm seriously at my wits ****ing end here.

(edit: sorry for my language, but I've had *enough*)

[deadmalc]

I'm seriously at my wits ****ing end here.

(edit: sorry for my language, but I've had *enough*)

I feel for you, but as my wife pointed out I should just buy a phone from another company...
If there was an alternative I would have bought it, so patience is the only option ;-)

I particularly liked the line about order failed because of "incorrect payment details", I had to avoid laughing at them when they cracked that line.
I suppose they couldn't say order failed because of inane repeated auth's for 500 quid for no reason eventually triggering fraud rules...

Hang in there

[w00t]

*snip*

Hang in there

I'm very tempted to just not bother. That's the conclusion I've reached after spending half a day on the phone trying to sort my *new* order out.

Let me explain my payment issues.

It's slightly worse in my case. They didn't auth multiple times, they just tried to take £1k (multiple phones - the missus wants one), and they say it failed. My bank say it succeeded, and have still got a hold on the ****ing £1k so the new order will probably bounce when Nokia try charge it.

I ring the bank to cancel this, they tell me to ring Nokia. I ring Nokia, they tell me to ring the bank. I do this, they give me an auth code and tell Nokia to use this. Nokia effectively tells me they'll ring me when the order fails, and hangs up on me.

HOW ****ING HELPFUL.

It's not helping my anger issues that I've now been effectively without a phone (except from a braindead Ericsson) since late October, and, despite news of the shipping, I'm now back in an indefinite state of not knowing when my phone will ship - troublesome, as I'm travelling out of the country quite soon.

[shaksta]

How many people that had to reorder have had an email saying the new order has been shipped?

I was told that my new order would be processed today but I have had no email to confirm this. If it is not shipped tomorrow I am going to cancel my order.

[Caprio]

How many people that had to reorder have had an email saying the new order has been shipped?

I was told that my new order would be processed today but I have had no email to confirm this. If it is not shipped tomorrow I am going to cancel my order.

Hi, I had to reorder on Monday coz of cancelled original order re card etc, I did it online monday at 6.30pm (UK). Was told would get a shipping email soon. Heard absolutely nothing. I have phoned Phones4U and they say they hope to get it on the 3rd or 4th Dec on various networks but to call them on 1st December for more news. So I think it will be quicker in the end to go to the store on those days, I have a funny feeling our Nokia orders won't come through by then anyway, not based on any facts just past experience with them.

[garyjoe_2001]

How many people that had to reorder have had an email saying the new order has been shipped?

I was told that my new order would be processed today but I have had no email to confirm this. If it is not shipped tomorrow I am going to cancel my order.


I was told yesterday when I reordered that it would only delay by one day. still no email saying the proces has started

[mardibloke]

Re-ordered the day it was canceled, new order have only had confirmation of order. No sign of it being processed.

As soon as anywhere else has stock, will cancel it.

[pr0xyfl00d3r]

So no 1 is any of the wiser??

[shaksta]

Like I said earlier...I am going to wait until tomorrow. If it is not dispatched tomorrow I will be cancelling my order. So annoyed at the whole process!

[ewan]

I haven't head anything beyond the basic order acknowledgement either, so I'll be calling Nokia again in the morning.

I am seriously running out of patience with this; if there are any other problems I think I'm just going to forget about it, maybe wait for it to turn up at Amazon or the like in a few weeks.

[Jimus]

Re-ordered the day it was canceled, new order have only had confirmation of order. No sign of it being processed.

As soon as anywhere else has stock, will cancel it.

Same here, I originaly ordered mine in September. If I don't hear anything by the weekend then I think I'll give up and start looking for an alternative phone. Lets hope the launch of the next Maemo phone is less problematic. I'm not feeling particularly charitable towards Nokia at the moment.

Ahh well maybe something good will happen tomorrow

[pr0xyfl00d3r]

Ahh well maybe something good will happen tomorrow

we all are in hope!!!

[Venomrush]

FYI

Nokia 01480 434343 Customer Support services
Nokia 01480 410655 Club Nokia Careline options Also: 01480 410686 & 01480 410687 operated by Regenersis

Ask to talk to complaint department, explain the problem, hopefully things will be resolved.

[garyjoe_2001]

did you do this. any more joy then phoning the other number or do you just get told the same things?

[w00t]

FYI

Nokia 01480 434343 Customer Support services
Nokia 01480 410655 Club Nokia Careline options Also: 01480 410686 & 01480 410687 operated by Regenersis

Ask to talk to complaint department, explain the problem, hopefully things will be resolved.

Thanks. I'll check them out tomorrow. Not that I suspect my story is all that exotic, it seems to be fairly pedestrian of late.

[pr0xyfl00d3r]

what sorta times should we expect any emails 2moz if any to start from?

[w00t]

what sorta times should we expect any emails 2moz if any to start from?

My advice: grab a dart, and a piece of paper with the numbers 1 to 24 written on it. Throw the dart at the paper, and pray.

[pr0xyfl00d3r]

well i've just tipped engadget the probs we having hope they can get us some info! fingers crossed

[hazel]

Hi

I ordered my Nokia n900 way back in September and have yet to hear anything at all as regards a desptch date :(

In Oct I received an email from shopmanagerUK@nokia asking me to phone a number. I cannot do this due to hearing difficulties so i replied by email, no response so I emailed them via 'contact us' (tediously slow system as replies take up to 48 hours) all was well they said.

A few weeks later I lost my purse which contained credit cards so I had to cancel the cards and get new ones. On receipt of a new card I updated my payment details on my shop nokia UK account. Again I emailed them via 'contact us' and again they said the account was updated and all was ok.

Only a few short days ago I learnt that those who phoned the number from the shopmanager UK email were requested to REORDER the device! No mention of this was made to me.Yesterday I had someone phone Nokia for me and they said my account was ok and that the device would ship 'this week'..... I have heard nothing more despite emailing them again yesterday. I have an awful feeling that there IS something wrong with my order.

Tomorrow they will receive another call!

[w00t]

Tomorrow they will receive another call!

Don't panic too much. There are a lot of people ordering, and not all of them have gone out (for example, my now reordered devices).

I'm not defending them at all, because this is a total and utter ****fest of a launch, but things may indeed be okay with your order. I'd advise waiting until next week and seeing how things pan out unless you really do feel like bugging them (go for it :))

[hazel]

We wont be shouting or anything like that! I am more wanting to know if perhaps I should have had to reorder.

I am not sure what method they are using to despatch these phones as some who ordered after me have received their delivery emails. I don't begrudge them their devices at all but it puzzles me.

I am currently on a blackberry and am used to waiting for OS's etc so I am quite patient lol

Thanks :)

[jimcon]

Thats the worst thing about the whole business lack of info, I preordered mine last month got the email monday then credit card rejected. had to reorder , then back of queue. wtf am i doing reordering:mad:

[garyjoe_2001]

anyone got any news today? I still have not recived an email. I was told I will be charged today yesterday. Do you think if I called back I will get told I will get charged tomorrow lol.

[hazel]

Well, we phoned nokia this morning and I have to say I'm glad we did as disappointingly there WAS something wrong with my order! They didn't specify what this was.

My original order has now been cancelled and a new one made. I will get it next week they say.

Here's hoping ....

[w00t]

Well, we phoned nokia this morning and I have to say I'm glad we did as disappointingly there WAS something wrong with my order! They didn't specify what this was.

My original order has now been cancelled and a new one made. I will get it next week they say.

Here's hoping ....

Sorry to hear that, glad it got sorted.

I'd take 'next week' with a bit of a pinch of salt. I'm hearing all sorts of dates.

Personally, my order is still ****ed. There's still a £1k hold on my account which refuses to go away, and Nokia thinks that the £800 transfer went through fine, but my bank can't even find any trace it exists.

I'm thinking of flagging the £1k transaction fradulent, cancelling my order, and just buying off Amazon or something.

[ewan]

I gave them a ring this morning, and got told on a fairly positive sounding manner (but, yes, we know how well that's worked out before) that they were out of stock, but should have more in 'early next week'.

However, interesting note for fellow Barclaycard users - I've also spoken to the Barclaycard fraud dept. who tell me that the flag they apply to the account to pre-emptively OK the transaction when it comes round again only lasts for two days, so even if you've called them and told them to pay Nokia next time they try the charge, you might be back to square one by the time they actually do it again. I'll be ringing Barclaycard on Monday morning to flag Nokia as OK again, otherwise I think the exact same thing could happen this time round.

[shaksta]

Right...think I have had enough now.

Re-ordered on Tuesday and was told it would be processed and shipped by Wednesday. Didn't happen. So I just called them and have been told there is no stock, don't know when they will get more stock and that there is no chance of it shipping this week.

So now I am going to call them back and cancel my order.

[Duffer]

What a system, what is the point of having a CC if you can't spend on it?!

[ewan]

You can use the cards, the usual way this goes is that the merchant tries the transaction, the card company don't pay immediately, check that it's genuine, flag it as OK, the merchant tries again, it all goes through. This is normally a quick and mostly automated process (when this first happened on Monday I had an automated call to my mobile to verify the charge).

The problem here is that while everyone else responds to a delayed authorisation by waiting and trying again, Nokia respond with "ZOMG!! AWOOGA! AWOOGA! CANCEL! PANIC! ARGHH!"

Figuratively speaking, of course.

[zaheerm]

What sucks is they say on the phone that they have run out of stock so the re-order after a cancelled pre-order due to card decline now has to wait for stock which is expected in a week's time before it gets processed and shipped. It does seem Nokia's retail has been very underprepared for this release.

[Techtertainment]

any chance of sharing the discount codes please.. £500 is a bit steep.

[Techtertainment]

anychance of sharing the discount codes?

[Netweaver]

there are no discount codes valid now, only people who had lost 1, 2 (like me) or 3 discount codes due to their CreditCard handling fiasco, they got offered a single 15% (ONLY over the phone) discount, after big complaints.

This was only done to soften the financial blow caused by their mid 17th century ordering system.

So basically, if you didn't have an order with a discount on it, you'll have to wait till a new discount code comes around. Or buy a different, cheaper phone.

[shaksta]

anychance of sharing the discount codes?

No discount codes available now. They were released last month for a limited period only.

[mardibloke]

From Nokia 'Care' today

we would like to apologize for the inconvinience. Some of the preordered products were disabled by our system due to the large number of orders filed for our Nokia N900, however, rest assured that your last order is being processed at the moment and the only thing that we are waiting for is the shipment confirmation. Thank you very much for understanding Rod, and may you have a very pleasant evening!

Aside from knowing how to spell inconvenience, I suppose its a spark of hope.

Anyone else had contact with shop.nokia and can share what they have been told?

[jlpils]

They told me by the end of next week. The N900 goes on general sale next Friday.....(UK)

[jjx]

However, interesting note for fellow Barclaycard users - I've also spoken to the Barclaycard fraud dept. who tell me that the flag they apply to the account to pre-emptively OK the transaction when it comes round again only lasts for two days, so even if you've called them and told them to pay Nokia next time they try the charge, you might be back to square one by the time they actually do it again. I'll be ringing Barclaycard on Monday morning to flag Nokia as OK again, otherwise I think the exact same thing could happen this time round.

Yes, it'd be a good idea to pre-emptively auth the transaction.

Trouble is, you don't know which day Nokia will be ready to ship and try the transaction! If you've only got 2 days grace, that's a lot of regular phone calls to the card company.

Info: My card is a Lloyds TSB "Airmiles Duo" Mastercard/American Express combo. Don't ask, I didn't ask to be "upgraded" to it :rolleyes:

When I called and was put through to the anti-fraud dept to remove the block, I was told they don't block transactions again for 1 month after the call.

[jjx]

They told me by the end of next week. The N900 goes on general sale next Friday.....(UK)

If it's going to be in shops next Friday, to be honest it's probably quicker to go to a shop than wait for standard delivery if your phone isn't already "shipping" by now.

[pr0xyfl00d3r]

so no body heard anything again??

[zaheerm]

yesterday when i called, they said a week before they get new stock

[garyjoe_2001]

I recived this email. It made me more angry as they did not answer my question to why I was told they had stock and this will only delay things by one day. Its almost as if they did not read my messgae saying my order was cancelled.

Thank you for contacting Nokia Care. We appreciate you choosing Nokia as your preferred device.

I hope everything is well. With regards to your email about the status of your order. We have checked this and we do apologize for the delay for the shipment of this product. We are doing our best to have this order delivered in a timely manner but due to large volume of order which was made way back September we tend to prioritized this customers. We will send you an email confirmation regarding the shipment.

Please don't hesitate to contact us again if you have any further questions.

Thank you for contacting us.

[SpeedEvil]

Merely as a datapoint - ordered the 20th Oct, order was not cancelled, and UPS says my n900 has just left barking, and is scheduled for delivery on the 30th.
(total of 271 quid for n900 and battery when discounts come throug)

[shadow12]

Same here SpeedEvil.

[mchu6am4]

Any discount codes anymore?

[shadow12]

Topcashback are offering 12% plus a discount code, but the discount code that they offer excludes the N900, soz.

[pr0xyfl00d3r]

yh but peeps who ordered the saturday just gone got theres weds and yesterday... WTF

[pr0xyfl00d3r]

just got this!

"Thank you for contacting Nokia Care. We appreciate you choosing Nokia as your preferred device.

I hope everything is well. Regarding your concern your order is still in pending status for order verification.
You will receive an email confirmation once the order has been shipped.


Please don't hesitate to contact us again if you have any further questions.

Thank you for contacting us."

Tell me sumat i don't know....

[shadow12]

yh but peeps who ordered the saturday just gone got theres weds and yesterday... WTF

Tell me about it. I called up/emailed and asked them why the delay. I had a pretty good idea that it was the battery I ordered, which was out of stock. They assured me that it wasn't the reason. Funny thing is, as soon as I got the shipping email I checked the battery stock and suprise suprise it was now in stock. Others on here also came to a similar conclusion. Emailed again to express my disatisfaction so will see if further up the chain of command things improve comms wise. Meantime got a weekend to obsess over whether the N900 I resieve will be faulty or not.

Dont get me wrong the CS reps are courteous enough they just dont provide accurate info. Which in the end may not be completely their fault.

[msmorley]

Tell me about it. I called up/emailed and asked them why the delay. I had a pretty good idea that it was the battery I ordered, which was out of stock.

I was in the same situation so yesterday lunchtime I gave them a call and pointed out that their terms state:

We'll send your pre-ordered products as soon as they are available. If your order includes both products in stock and pre-order products, we'll split your order into two deliveries so you don't have to wait for everything to be in stock.

And argued that they shouldn't be making me wait for the battery and... amazingly... within a couple of hours it was shipped (including the battery). Having fun playing with it now - just need to work out what to do about the stuck pixel :(

[hazel]

Sorry to hear that, glad it got sorted.

I'd take 'next week' with a bit of a pinch of salt. I'm hearing all sorts of dates.

Personally, my order is still ****ed. There's still a £1k hold on my account which refuses to go away, and Nokia thinks that the £800 transfer went through fine, but my bank can't even find any trace it exists.

I'm thinking of flagging the £1k transaction fradulent, cancelling my order, and just buying off Amazon or something.

It is all a bit messy. After ordering again yesterday I today received an email from Nokia care (almost 56 hrs after I emailed them and had reorderd) again confirming that all was ok. I emailed them back stating that it was not and informed them that I had to reorder and gave him the new order number. I then received this response.

"With regards to your email we have checked this and we do apologise for the delay. We are going to monitor this order and call the attention of the proper department to have this order checked"

Let's see what happens now.

[shadow12]

I was in the same situation so yesterday lunchtime I gave them a call and pointed out that their terms state:



And argued that they shouldn't be making me wait for the battery and... amazingly... within a couple of hours it was shipped (including the battery). Having fun playing with it now - just need to work out what to do about the stuck pixel :(


They wouldn't admit it was the battery, they kept saying I was later in the que. I said how is that even possible when people who had ordered a week ago were already recieving their devices. Anyhow sent an email similar to your statement and a few hours later the battery came in-stock and the shippment was sent, battery included. I should have got express shipping and maybe I would have it for the weekend. I can wait until Monday, I have sooo many things to sort out. Including the maemo dev environment. if you chose to do so, hope you get yours repaired or replaced swiftly. If I have to get mine repaired I think I will lose it with Nokia.

[w00t]

So, my latest news.

I still have a £1k hold on my account from the cancelled order
shop.nokia.co.uk have no idea about how to fix this, I was directed to Nokia Care who totally and *utterly* failed to actually engage brain into gear and listen, and instead, repeatedly insisted that the order number was cancelled and that if I wanted to place a new order (which at no point did I mention), that I should ring NOS.

AAAAAAAAAAAARGH.

In addition to this never ending nightmare, they have no idea when my order "which will ship on the 25th, no worries mate, we've got plenty in stock!" will ship.

I've written up my complete story and will be giving it to the highest point on the phone tree that I can reach on Monday. This is just a total farce.

[pr0xyfl00d3r]

Just thought i would check with the CC peeps about authorization... they only hold the authorization for 7days. so make sure u do it again by monday just in case!!!

[w00t]

Just thought i would check with the CC peeps about authorization... they only hold the authorization for 7days. so make sure u do it again by monday just in case!!!

Here's hoping that the incompetents can actually take my money this time instead of just pretending it failed...

[pr0xyfl00d3r]

Here's hoping that the incompetents can actually take my money this time instead of just pretending it failed...

i 2nd that!! but heres hoping batch 2 has no faults

[msmorley]

if you chose to do so, hope you get yours repaired or replaced swiftly. If I have to get mine repaired I think I will lose it with Nokia.

Thanks. Hope yours is ok. I'm not sure whether to return it or not - especially not until the channel is flooded with the things and Nokia can manage a sensible turn-around time for a replacement. The pixel is sticky rather than stuck so for much of the time it's invisible. I notice that other people have the same problem (http://forums.internettablettalk.com/showthread.php?t=35319) :eek:

[w00t]

Thanks. Hope yours is ok. I'm not sure whether to return it or not - especially not until the channel is flooded with the things and Nokia can manage a sensible turn-around time for a replacement. The pixel is sticky rather than stuck so for much of the time it's invisible. I notice that other people have the same problem (http://forums.internettablettalk.com/showthread.php?t=35319) :eek:

I'd think sooner rather than later, so you don't get a refurbished device

[Duffer]

Update for those on the 2nd Pre-order as Nokia UK just called it. Just spoke to Karl at Nokia UK. regarding the progress of my order. At first he just said "I don't know" then he said "maybe next week" :-(

[mardibloke]

Thanks for the update Duffer.

Anyone else heard anything?

[ewan]

I've just spoken to Chris (I think) and was told very definitely that it would be shipping this week. He wouldn't be any more precise than that, but I pressed him gently and he was adamant that they were getting stock in and it would be shipped this week.

Take that as you will :-)

[zaheerm]

ewan, thanks. I will take that with a pinch of salt. They seem to have shown their weak points in this whole pre-order cancel, reorder debacle. I am worried they will mess up again with credit card auth.

[ewan]

I'm sure they'll respond the same way if it doesn't go through first time. I've been attempting to head that off by ringing Barclaycard periodically and warning them that this might be about to happen, and that they should just pay it.

[jjx]

I've just spoken to Chris (I think) and was told very definitely that it would be shipping this week. He wouldn't be any more precise than that, but I pressed him gently and he was adamant that they were getting stock in and it would be shipped this week.

Then again, someone called Chris told me my (3rd) order with them would definitely ship last Tuesday at the time I placed it, and the next day someone else told me that was false and they didn't know when it would be ready.

They can tell you an order is ready to ship immediately when you place an order, and it turns out to be untrue...

[jimcon]

Got told this morning should ship this week.

[zaheerm]

I wonder how many chris's there are. When i called up, I spoke to a Chris too and he said in a pretty irate tone that it will be shipped this week and could not provide any more precise information. I asked if that means I can assume that it will arrive by Monday, he said don't put words in my mouth.

[ewan]

If he's getting that upset it's probably just the one Chris. You've got to wonder how few people they have on the phones if we're all getting the same guy though.

[w00t]

If he's getting that upset it's probably just the one Chris. You've got to wonder how few people they have on the phones if we're all getting the same guy though.

Not many.

I've spoken (many times) with Chris, a few times with Karl. I think I've spoken with two other people too, one of whom was a woman.

Back on topic, "we don't know when it will ship"...

That HD2 is looking more and more alluring.

[w00t]

Got told this morning should ship this week.

Sure, that's what they said last week too. And let's not bring up the saga of the 9th, 19th, and 23rd (it was the 24th, for those of us who were lucky to actually have it ship..)

[garyjoe_2001]

This the same chris that says that it will only delay things by one day because they have the stock and its now over a week. I think that we all can guess its this week just as I think he is guessing and has not been told anything.Every time I have talk to them is been a few days or tomorrow I have never been told over a week like it has been.
Am gona keep my hopes up for this week and not bother calling them anymore as I think am just wasting mine and Nokias time as they have been giving no answers.

[w00t]

Am gona keep my hopes up for this week and not bother calling them anymore as I think am just wasting mine and Nokias time as they have been giving no answers.

Wasting your time? Possibly.

But you're also "wasting" your money paying *their* salary to give you a goddamn phone.

The least they should be able to do in return is to provide some semblance of customer service.

You're not wasting their time, and hopefully if they keep getting pestered, the message will start to sink through, especially as more people get more and more irate.

[bigdom58]

Hi guys,this is my first post, i too have had my order cancelled and re-ordered. This is extremly annoying as i first ordered on 6/10 i called nokia again today and they assured me that it would be delivered this week. Weather it is true or not i dont know but we can only hope

[w00t]

Hi guys,this is my first post, i too have had my order cancelled and re-ordered. This is extremly annoying as i first ordered on 6/10 i called nokia again today and they assured me that it would be delivered this week. Weather it is true or not i dont know but we can only hope

The problem is "this week" is evaporating fast, kind of like every other week they've said it will ship "this week".

I wonder when they'll change back to "next week, sir". My bet is tomorrow.

[zaheerm]

The problem is "this week" is evaporating fast, kind of like every other week they've said it will ship "this week".

I wonder when they'll change back to "next week, sir". My bet is tomorrow.

it'll be funny if they still say this week on friday late afternoon!

[w00t]

it'll be funny if they still say this week on friday late afternoon!

I heard it on Thursday afternoon, once.. I just hung up and rang back to get someone with a brain :p

[DaveR53]

Just received an email saying they are processing my (re)order!

The item below is now in stock and this portion of your order has been
released for processing. If the quantity below isn't the total quantity
ordered then the remaining quantity will be released when additional
stock is available.

PLEASE don't fail :(

[w00t]

Holy ****.

Me too!

[hazel]

Hi

I'm pleased to say that I also got my processing email a short while ago :)

Should this fail I may just get an iphone .. As I don't want to be going through the process of having to reordering and waiting all over again!

[w00t]

Should this fail I may just get an iphone .. As I don't want to be going through the process of having to reordering and waiting all over againb

Amen to that! I've been eyeing off the HD2 while I've been waiting.

Here's hoping it works out for us, hazel!

[ewan]

Just received an email saying they are processing my (re)order!

And me. Barclaycard are forewarned, and my account is showing about the right amount of money as a 'Pending Transaction', which they define as "transactions that we have authorised, and will appear on your account in the next few days". It's looking good.

I am therefore expecting a freak weather event over the North Sea this evening - something's got to go wrong :)

[mardibloke]

and me, email from shop.nokia saying order released for processing, so just checked with Barclaycard to warn them, and they say payment already taken and went though ok.

[DaveR53]

Woo! just spoke to my credit card company and they said the payment was approved and went through at 11am today! :D

[open-collar]

Just got this from shop.nokia.co.uk:
The item below is now in stock and this portion of your order has been released for processing.

[Duffer]

Same as mardibloke, just phoned already approved :) This time please work!

[mardibloke]

mardibloke quidco
cgarvie 3 codes
jimus no discounts
ewan 1 code
zaheerm
jimcon 3 codes
daver53 3 codes
jjx 2 codes
Caprio
open-collar 1 code
custard 3 codes
pancro
shaksta 3 codes
hass 2 codes
netweaver 2 codes
derrickj 1 code
duffer
charlie
cms
pthimon
manic
w00t 2 codes
pr0xyfl00d3r
garyjoe_2001
ae0n
deadmalc
bigdom58


+27

[hazel]

I am therefore expecting a freak weather event over the North Sea this evening - something's got to go wrong :)

LOL. Don't say that.... Mine ALSO has to cross the Irish sea!

[Gk@Pgqr*]

Mine got cancelled again! AAHHHHHHHHH.....

[Duffer]

6:00 V Light 9 kts Force 3 [Wind from SSE (169°)] 1.9 m [Swell from SSW (197.06°)] 19919 m [Cloudy]
9:00 V Light 8 kts Force 3 [Wind from SSE (159°)] 2.0 m [Swell from SSW (197.32°)] 20000 m [Partly Cloudy]
12:00 6 kts Force 2 [Wind from ESE (122°)] 2.1 m [Swell from WSW (247.84°)] 18147 m [Fair]
15:00 4 kts Force 2 [Wind from ESE (107°)] 2.1 m [Swell from WSW (250.55°)] 14607 m [Partly Cloudy]
18:00 V Light 3 kts Force 1 [Wind from ENE (79°)] 2.1 m [Swell from WSW (247.43°)] 9477 m [Cloudy]
21:00 V Light 2 kts Force 1 [Wind from NNE (18°)] 2.1 m [Swell from WSW (250.59°)] 11797 m

Looking Good!!

[zaheerm]

Dear Customer,


The item below is now in stock and this portion of your order has been released for processing. If the quantity below isn't the total quantity ordered then the remaining quantity will be released when additional stock is available.

Quantity Description 1 Nokia N900
We provide online order tracking at: http://shop.nokia.co.uk/nokia-uk/ordersummary.aspx. Tracking information is posted to the site the following business day (Monday-Friday) after the product has shipped.

Sincerely,

Nokia UK Online Shop
http://shop.nokia.co.uk/nokia-uk

Called credit card company and it has gone through, excellent news!

[w00t]

Thumbs up mate. Good to hear they sorted you out too :)

[mardibloke]

So last time it was ~45 mins from first email to second one saying canceled. My first email today was 11:05am, who has the earliest first email?

[stobbsc]

mine is being processed and it looks like the money is already in a transaction as it's no longer available for me to use :-)

[w00t]

So last time it was ~45 mins from first email to second one saying canceled. My first email today was 11:05am, who has the earliest first email?

A few people already have cancellation mails.

For me, it took a full day before I got a cancellation mail...

[OranAgra]

Here is my sad story.

I'm from israel, and i started by contacting the Nokia Customer Care asking if i can order from shop.nokia.co.uk and have it ship to Israel, and they said no.

So i ordered it to be shipped to my fried in the UK and have him bring the device to Israel no his next flight here.

after placing the preorder i send numerous emails to Nokia Customer Care to try and make sure nothing is wrong with my order, and that it will ship on time.

i had about 5 questions in my original email to them, and each time i got a reply it seemed like a robot have wrote it and it didn't contain any answer to the questions i asked.

each time i replied informing them that i'm disappointed and that they didn't answer my questions.

one of my question was very simple (is the device they send an operator unlocked one), and after about two weeks and 10 emails back and forth this is the only question they eventually managed to answer (answer is yes).

that just proves that it's not that my questions where complicated (or impossible) to answer, it's that the person (or robot) that answered me didn't bother to read my questions.

my other main question to them was to try and make sure nothing is broken with my order and that all the details i entered are correct, so that when the device is ready to ship they process the order successfully.

some of the times i sent an email i simply waited several days for a reply, which didn't arrive and i had to resend it (demanding an answer), but most of the time they sent a reply within about a day, but the reply didn't contain an answer for any of my questions.

today (after about 3 weeks) i got a letter from the online shop saying:
"The item below is now in stock and this portion of your order has been released for processing"

and immediately after that i got a letter saying:
"Your order (No. 400317330) has been cancelled as we were unable to process your payment with the card and personal details provided"

I immediately called their UK customer support and asked why, and they said that the billing address i gave is not a UK one, and that its impossible to place an order using an Israeli credit card.

couldn't they tell me that earlier (when i submitted the order)?
couldn't they tell me that when i asked exactly that in my emails (again and again)?

i'm deeply disappointed from their customer service.
but the N900 is the best device ever to walk the earth.
i asked my friend or order it for me (using his credit card).
i sure hope it will be delivered to him before his flight (a month from now).

[deadmalc]

FYI - if you get a DECLINED from the bank when ordering, make sure you ring them up and tell them it's not a fraudulent transaction.
They should be able to update the fraud rules and next time it should go through.

(That's they should be able to, if they have a reasonable system)

[custard]

So last time it was ~45 mins from first email to second one saying canceled. My first email today was 11:05am, who has the earliest first email?

After having my original order cancelled with 3 discount codes and topcashback I decided to reorder this morning. Imagine my delight to hear that my card has already been accepted and the n900 is shipping! Something has to go wrong

[garyjoe_2001]

3 times in the last 10 days I have called my bank and they have said it will be ok. Today I get a new Cancekked message. How mad am I. I am trying to give them over £500 abd they keep doing this without even a call. They r saying maby next week. So they must want me to call my bank every day to say I may be charged from Nokia today I dont know If I will though. How hard would it be just to send an email or give a call when canceled and keep the order on hold. What good value they hae for their customers.

If you were to get a diffrent phone what would it be?

[deadmalc]

If you were to get a diffrent phone what would it be?

Whilst I'm happy to rant about the Nokia web shop.
I'd be more inclined to ask, "If you were to get a different bank who would it be?"

[w00t]

Whilst I'm happy to rant about the Nokia web shop.
I'd be more inclined to ask, "If you were to get a different bank who would it be?"

It isn't just the shop.

They cancelled my order claiming it wasn't paid, despite the bank stating clearly and unequivocally that it *was*, and proceeding to keep the payment held for the next week..

I'd be quite happy to have a bank watching over my account to be honest. I'm much less happy to have to run around in circles to try to pay for a £500 device, when every other retailer seems to have no issues in taking my money.

Moving on from that, most banks don't outright reject transactions. They mark it as pending authentication and tell customers to contact them - Nokia however seem to interpret this as a decline, and cancel t he order as a result.

[deadmalc]

It isn't just the shop.

They cancelled my order claiming it wasn't paid, despite the bank stating clearly and unequivocally that it *was*, and proceeding to keep the payment held for the next week..

I'd be quite happy to have a bank watching over my account to be honest. I'm much less happy to have to run around in circles to try to pay for a £500 device, when every other retailer seems to have no issues in taking my money.


That's pretty dreadful, but I'm not sure who I'd trust Nokia or the bank. Quite a lot of banks would appear to have a corporate policy of lying to their customers, wouldn't you agree?
[guess I'm just cynical of everything]

Moving on from that, most banks don't outright reject transactions. They mark it as pending authentication and tell customers to contact them - Nokia however seem to interpret this as a decline, and cancel t he order as a result.

Yeah, it means Nokia has to ring up the bank to get an AUTH code and insert it in their system manually, quite a few places don't bother with this and treat it as a decline due to the added overhead.

[ae0n]

3 times in the last 10 days I have called my bank and they have said it will be ok. Today I get a new Cancekked message. How mad am I. I am trying to give them over £500 abd they keep doing this without even a call. They r saying maby next week. So they must want me to call my bank every day to say I may be charged from Nokia today I dont know If I will though. How hard would it be just to send an email or give a call when canceled and keep the order on hold. What good value they hae for their customers.

If you were to get a diffrent phone what would it be?

Can I ask what bank/card company you used? With my second (cancelled this morning :() order, I again, used Abbey. And prior to it, I made it an absolute mission of mine to ring up Abbey pretty much everyday since my re-order last week, in order to avoid the darn security check decline. Which still happened.

Here's to hoping I'm third-time lucky with my third order (second re-order) today with a Barclaycard Visa.

[ewan]

quite a few places don't bother with this and treat it as a decline due to the added overhead.

Most places don't bother with that because it is hassle. However, what they do instead is simply put the order on hold, let you sort your card company out, then retry the charge in the same essentially automated way as before. That works very smoothly, is pretty hassle-free, and fits in well with the bank's systems.

Nokia simply cancel your order outright - that is entirely their fault, and it's crap.

[w00t]

ewan's response is more what I meant, yes. I understand that they may not want to deal with it, but as I want my goods, I most certainly *do* want to deal with it, so I don't mind playing ping pong between my bank and the retailer to sort things out.

And, well, I'd trust my bank, given that multiple people there all told me the same thing, whereas whenever I rang Nokia about it, I got a different story.

[zaheerm]

I now have a tracking link and shipped date of today's date

[deadmalc]

Most places don't bother with that because it is hassle. However, what they do instead is simply put the order on hold, let you sort your card company out, then retry the charge in the same essentially automated way as before. That works very smoothly, is pretty hassle-free, and fits in well with the bank's systems.

Nokia simply cancel your order outright - that is entirely their fault, and it's crap.

Yup not being able to re-auth an order I think is the main thing that makes this whole process a mess.

[w00t]

Yup not being able to re-auth an order I think is the main thing that makes this whole process a mess.

I wonder what we can do about this, really.

I mean, I'd like them to *fix* their retail process even if it doesn't directly benefit me, but Nokia Care (seemingly their only route for feedback) is complete and utter **** - they're seemingly only able to robotically parrot lines from a script and not actually listen to anything you say.

It'd be nice if we could come up with some sort of a plan to bring this to their attention. Anyone got any better contacts than Nokia Care? Perhaps via some light media attention?

[Gk@Pgqr*]

Can I ask what bank/card company you used? With my second (cancelled this morning :() order, I again, used Abbey. And prior to it, I made it an absolute mission of mine to ring up Abbey pretty much everyday since my re-order last week, in order to avoid the darn security check decline. Which still happened.

Here's to hoping I'm third-time lucky with my third order (second re-order) today with a Barclaycard Visa.

I use Cahoot who were owned by Abbey, I think they are all Santander now. I'd also called them a couple of days ago to check it was still there. It didn't make any difference. If you use the same card again ask them to put you on a positive list, it should allow all transactions for the next 30days. (This is what they told me anyway)

[Gk@Pgqr*]

I wonder what we can do about this, really.

I mean, I'd like them to *fix* their retail process even if it doesn't directly benefit me, but Nokia Care (seemingly their only route for feedback) is complete and utter **** - they're seemingly only able to robotically parrot lines from a script and not actually listen to anything you say.

It'd be nice if we could come up with some sort of a plan to bring this to their attention. Anyone got any better contacts than Nokia Care? Perhaps via some light media attention?

I was trying to find the name of the head of sales for the UK, no luck yet.

[zaheerm]

Email from nokia:

Thank you for shopping at Nokia UK Online Shop.

The following item/s that you ordered was shipped on 2-12-2009 from our warehouse.

[ae0n]

I use Cahoot who were owned by Abbey, I think they are all Santander now. I'd also called them a couple of days ago to check it was still there. It didn't make any difference. If you use the same card again ask them to put you on a positive list, it should allow all transactions for the next 30days. (This is what they told me anyway)

I spoke to a number of different people/departments over at Abbey this morning. But one of them gave me a pretty definitive explanation (which I'm inclined to believe) that pre-emptively flagging a particular future transaction (even if I defined the exact amount) would not be possible, as it's the "system" that deals with it, not them.

And said it would be fairly probable that the third attempt from Nokia (probably next friggin' week again), should go through fine, due to my having accepted the security checks of my two previous Nokia cancelled orders/charges.

[zaheerm]

UPS parcel tracking now working for order from ups's website

[w00t]

UPS parcel tracking now working for order from ups's website

Lucky devil :-)

[custard]

UPS parcel tracking now working for order from ups's website

Did you pay the £9.99 express delivery?

[crail]

my order was canceled today and i cant re order as nokias server has gone down :-(

[zaheerm]

Did you pay the £9.99 express delivery?

yes i did go for express

[cbao.rambo]

my order was canceled today and i cant re order as nokias server has gone down :-(

Hi mate,

It's not a problem with Nokia sever. I had the same problem this morning and I solved it deleting my account and creating it again.

I recommend you to do the same.

****ing NOKIA UK ONLINE!!!!

GL.

[Queb]

Mines trackable also ! I'll need a new F5 key later I think !

[Flanbix]

Do you think that if I order now, there will be a good chance that the N900 will be ship on Friday?

Does this bank problem is for everyone or it is just a matter of bank company?

[bigdom58]

Thank you for shopping at Nokia UK Online Shop.

The following item/s that you ordered was shipped on 2-12-2009 from our warehouse. I used barclaycard and the payment only went through because i rang them up to authorise it again, they say the authorisation only lasts 2 days