Thursday, March 17, 2011

Nokia Support Takes the Biscuit!

The story so far……

I made the fatal mistake of applying a Nokia update to my Nokia phone! 


The social app will not work.

I called Nokia about this last week, and after some messing about was told that I would be called back. 


Yesterday I got annoyed and posted on the Nokia UK FaceBook page and lo and behold I get a call today.  Coincidence?

So what’s the story?….

Well.  After some messing about (using a great tool that allowed him to remote control my phone) I am told that I have to cold reset my phone and reinstall! I pointed out that I did not want to do that as it had taken me a while to get the phone the way I like it and I do not want to lose all my settings etc.

Cutting a long story short…  It appears that applying the phone update tried to upgrade my phone to Social App version 1.3 but this failed.  Now all they can give me is version 1.2, but this will not over write the scripts for version 1.3. 

I cannot understand why they cannot either give me 1.3 to install or just the scripts I need for 1.2 to work so I can manually over write the damaged ones.

Well, would you believe it?…

In the space of 2 minutes I get a call from Nokia UK Complaints department and then at the same time from the Manila support department.  He has found 1.3 for me and she wants' to talk.  Well I have installed 1.3.  No joy so I am about to call her to talk.

The Lady at the UK help desk is going to escalate to a UK based support person.  This is good as Symbian originated in the UK with Psion in Milton Keynes.  Is it beyond the wit of man to manually remove the elements of the social app or fix the defective scripts and reinstall it, without flashing the whole phone?

We will see.  I have promises from The UK and Manila for a call back…

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