Ovi Store: 'Comes Without Customer Service'

by Ben Smith on 10th June 2009

  Comment Icon53

One week ago I made my first Ovi Store purchase. I’d played around with it on launch day and voiced my concerns, but to be fair to Nokia the download and install of free apps did work well. So… time to test the much-celebrated operator billing….

I decided to buy Gravity - Jan Ole Suhr’s impressive S60 Twitter client - he more than anyone deserved my Ovi pounds. I clicked, I selected and £8 in premium texts later I was downloading the client… Great! Unfortunately the installation failed…. An error then nothing. I don’t know what caused it - perhaps an incompatibility with the N97 I was testing or perhaps an error on my part - either realistic options.

So I grabbed an alternative SIM from another operator and tried again…. Same result.

Damn. £16 down for two copies of Gravity and not one working. I tweeted my frustration:


…and in minutes @janole responded offering help:


Brilliant, but not the likely experience of a ‘normal’ user, so I thanked @janole (and a few eagle-eyed Nokia twitterers who also offered help unofficially) and headed for the ‘proper’ support route described in the receipts. That ‘proper’ support is a link to http://www.ovi.com/support…

However, at the Ovi Support site, whilst there are FAQs on navigating the store and making purchases there is no information or help for customers having purchasing problems. At all. In fact the support documents end exactly at the point they take your money:

So I hunted some more and when I drew a complete blank I opted for the ‘Contact Us‘ option:

It doesn’t inspire much confidence as it’s support for all of Ovi, but I selected ‘report an error’, wrote a brief description and included the reference numbers on my two receipts and waited… and waited.

7 days have passed so far. I’ve had no acknowledgement of my contact and no refund of the money, which I’ve now paid via my operator’s bill.

So there Gravity sits… in ‘My Stuff’:

…but it’s not. I own it (twice) but can’t use it.

For now a demo version of Gravity and @janole‘s rapid offer of help provide an alternative route for me to get resolution, but why should the developers have to do Nokia’s customer services for them?

The lack of support in the FAQs on what to do if purchases fails shows how much thought Nokia have given to this: none.

Tagged as: customer support, fail, gravity, ovi, ovi store

  • SR

    Do you think this is anything new with this company? How many times did I get the response to rebuy my N-gage and Maps premium content and such after a warranty replaced phone? Nokia has no concept of running a business involving actual customer service.

    They somehow got big and cultivated a fanbase of people who care more about the company and its profits than they do about themselves, whether they got their money’s worth or their own satisfaction with the product or service. In that sense they are more stupid than even Apple customers. At least Apple customers complain and return product when they are not happy.

    In contrast, Nokia customers worry if by returning the product or complaining they might hurt Nokia’s profits and their precious may no longer be around to continue gouging them with overpriced, 3 year old hardware.

  • http://mogotion.com/ Sam Machin

    Go back to the operator,

    Call your operator and report it as a premium text scam, basically that’s what it is.
    They are so sensitive about this that they should refund your money ASAP or give you a PHONE NUMBER of the aggregator handling the premium SMS.

    A few complains like this and the operators will pull their SMS billing connection. That should get nokia’s attention :-)

  • http://ymb.jaiku.com Mike Bradshaw

    i got a rather poor “try deleting cookies and cache” response with 36 hours when i reported that store.ovi.com had a couple of minor bugs in Opera, but at least it was a response.

    One other thing might be to try the “send to friend” and send it to yourself ;)

  • http://www.twitter.com/martyndavies martyndavies

    The Ovi Store is a continuing puzzle. Last night I tried to download two apps (one the Facebook app for Symbian), but when I selected them I got a message that the item was no longer available. In both cases the app then disappeared from the available apps list.

  • Anonymous

    i had an error downloading an app, selected Options and there was something for My Items or something like that where the download was saved, just tapped it and it finished downloading.

    This was about 2 weeks ago and i dont have the phone now so cant remember exactly step by step

  • JT

    You’ve gone further than me still. I got the sign in ‘loop of fail’ when trying to download the ovi client from the browser (it still doesnt show up in my DL folder to this day).

  • http://whatleydude.com James Whatley

    Same thing happened to me regarding that exact same app. I had three initial emails at first requesting some very random details.. but now, one week on, the conversation has gone quiet.

    Will let you know if I hear anything new later this week.

  • SR

    Do you think this is anything new with this company? How many times did I get the response to rebuy my N-gage and Maps premium content and such after a warranty replaced phone? Nokia has no concept of running a business involving actual customer service. They somehow got big and cultivated a fanbase of people who care more about the company and its profits than they do about themselves, whether they got their money's worth or their own satisfaction with the product or service. In that sense they are more stupid than even Apple customers. At least Apple customers complain and return product when they are not happy.In contrast, Nokia customers worry if by returning the product or complaining they might hurt Nokia's profits and their precious may no longer be around to continue gouging them with overpriced, 3 year old hardware.

  • SR

    Do you think this is anything new with this company? How many times did I get the response to rebuy my N-gage and Maps premium content and such after a warranty replaced phone? Nokia has no concept of running a business involving actual customer service.

    They somehow got big and cultivated a fanbase of people who care more about the company and its profits than they do about themselves, whether they got their money's worth or their own satisfaction with the product or service. In that sense they are more stupid than even Apple customers. At least Apple customers complain and return product when they are not happy.

    In contrast, Nokia customers worry if by returning the product or complaining they might hurt Nokia's profits and their precious may no longer be around to continue gouging them with overpriced, 3 year old hardware.

  • http://mogotion.com/ Sam Machin

    Go back to the operator, Call your operator and report it as a premium text scam, basically that's what it is.They are so sensitive about this that they should refund your money ASAP or give you a PHONE NUMBER of the aggregator handling the premium SMS.A few complains like this and the operators will pull their SMS billing connection. That should get nokia's attention :-)

  • http://mogotion.com/ Sam Machin

    Go back to the operator,

    Call your operator and report it as a premium text scam, basically that's what it is.
    They are so sensitive about this that they should refund your money ASAP or give you a PHONE NUMBER of the aggregator handling the premium SMS.

    A few complains like this and the operators will pull their SMS billing connection. That should get nokia's attention :-)

  • http://ymb.jaiku.com Mike Bradshaw

    i got a rather poor “try deleting cookies and cache” response with 36 hours when i reported that store.ovi.com had a couple of minor bugs in Opera, but at least it was a response.One other thing might be to try the “send to friend” and send it to yourself ;)

  • http://www.twitter.com/martyndavies martyndavies

    The Ovi Store is a continuing puzzle. Last night I tried to download two apps (one the Facebook app for Symbian), but when I selected them I got a message that the item was no longer available. In both cases the app then disappeared from the available apps list.

  • http://ymb.jaiku.com Mike Bradshaw

    i got a rather poor “try deleting cookies and cache” response with 36 hours when i reported that store.ovi.com had a couple of minor bugs in Opera, but at least it was a response.

    One other thing might be to try the “send to friend” and send it to yourself ;)

  • http://www.twitter.com/martyndavies martyndavies

    The Ovi Store is a continuing puzzle. Last night I tried to download two apps (one the Facebook app for Symbian), but when I selected them I got a message that the item was no longer available. In both cases the app then disappeared from the available apps list.

  • worldofnokia

    i had an error downloading an app, selected Options and there was something for My Items or something like that where the download was saved, just tapped it and it finished downloading.This was about 2 weeks ago and i dont have the phone now so cant remember exactly step by step

  • worldofnokia

    i had an error downloading an app, selected Options and there was something for My Items or something like that where the download was saved, just tapped it and it finished downloading.

    This was about 2 weeks ago and i dont have the phone now so cant remember exactly step by step

  • JT

    You've gone further than me still. I got the sign in 'loop of fail' when trying to download the ovi client from the browser (it still doesnt show up in my DL folder to this day).

  • JT

    You've gone further than me still. I got the sign in 'loop of fail' when trying to download the ovi client from the browser (it still doesnt show up in my DL folder to this day).

  • Anonymous

    Hi,
    Jump on the nokia discussion boards- I will make sure you get your issues resolved (real time).

  • http://whatleydude.com James Whatley

    Same thing happened to me regarding that exact same app. I had three initial emails at first requesting some very random details.. but now, one week on, the conversation has gone quiet. Will let you know if I hear anything new later this week.

  • http://whatleydude.com James Whatley

    Same thing happened to me regarding that exact same app. I had three initial emails at first requesting some very random details.. but now, one week on, the conversation has gone quiet.

    Will let you know if I hear anything new later this week.

  • Jamie

    I had the exact same issue with RoadSync from the Ovi Store.. Paid twice, had nothing. I eventually caused enough hell in the Ovi support forums and Howard Forums and had a Nokia employee go way over and above to help me get my app.

    That said, this is the regular process, so, I imagine there are going to be a lot of unhappy customers out there… Nokia needs to solve this ASAP.

  • http://benjam.in Ben Smith

    Sadly that just seems to send a link…

  • http://benjam.in Ben Smith

    Good idea… wonder what T-Mobile would make of that?

  • http://benjam.in Ben Smith

    Thanks - I might take you up on that to get my problem sorted, but I really want to discover what Nokia thinks is the correct way to get help with this!

  • dsrainmaker

    Hi,Jump on the nokia discussion boards- I will make sure you get your issues resolved (real time).

  • dsrainmaker

    Hi,
    Jump on the nokia discussion boards- I will make sure you get your issues resolved (real time).

  • Jamie

    I had the exact same issue with RoadSync from the Ovi Store.. Paid twice, had nothing. I eventually caused enough hell in the Ovi support forums and Howard Forums and had a Nokia employee go way over and above to help me get my app.That said, this is the regular process, so, I imagine there are going to be a lot of unhappy customers out there… Nokia needs to solve this ASAP.

  • Jamie

    I had the exact same issue with RoadSync from the Ovi Store.. Paid twice, had nothing. I eventually caused enough hell in the Ovi support forums and Howard Forums and had a Nokia employee go way over and above to help me get my app.

    That said, this is the regular process, so, I imagine there are going to be a lot of unhappy customers out there… Nokia needs to solve this ASAP.

  • http://benjam.in Ben Smith

    Good idea… wonder what T-Mobile would make of that?

  • http://benjam.in Ben Smith

    Sadly that just seems to send a link…

  • http://benjam.in Ben Smith

    Good idea… wonder what T-Mobile would make of that?

  • http://benjam.in Ben Smith

    Sadly that just seems to send a link…

  • http://benjam.in Ben Smith

    Thanks - I might take you up on that to get my problem sorted, but I really want to discover what Nokia thinks is the correct way to get help with this!

  • http://benjam.in Ben Smith

    Thanks - I might take you up on that to get my problem sorted, but I really want to discover what Nokia thinks is the correct way to get help with this!

  • Anonymous

    Hey Ben,
    Wanted to let you know…I am using my private email to communicate this- I am dsrainmaker from Nokia discussions- and other forums as well.
    I am doing this because I want to ensure that our customers know we are here to help- I am not a customer support rep, nor do I play one on TV- but I am able to help get your issue sorted. I did re-send the content to your mobile-
    If you get a chance, please login to the nokia discussions and communicate via private message.

    We realize that we got off to a rough start with the support situation, and I’m doing everything in my power to fix it (from website through technical issues with content).
    Thanks for your patience.

    ________________________________

  • http://thereallymobileproject.com/ Really Mobile

    Thanks very much. I got the text and it’s working well now. I’m offline
    for most of today but will jump onto the discussions forum ASAP.
    I don’t think anyone could criticise Nokia if the occasional download fails
    - it’s inevitable - but if you can please encourage the Ovi Store team to
    get some words in the support section about what to do when your purchase
    fails… Not having that is the real problem here.

    Despite appearances I really want the Ovi Store to succeed - it’s in
    everyone’s interest… I’m just disappointed that Nokia have overlooked some
    important non-technical bits.

    Ben.

  • dsrainmaker

    Hey Ben,Wanted to let you know…I am using my private email to communicate this- I am dsrainmaker from Nokia discussions- and other forums as well.I am doing this because I want to ensure that our customers know we are here to help- I am not a customer support rep, nor do I play one on TV- but I am able to help get your issue sorted. I did re-send the content to your mobile-If you get a chance, please login to the nokia discussions and communicate via private message.We realize that we got off to a rough start with the support situation, and I'm doing everything in my power to fix it (from website through technical issues with content).Thanks for your patience. ________________________________

  • dsrainmaker

    Hey Ben,
    Wanted to let you know…I am using my private email to communicate this- I am dsrainmaker from Nokia discussions- and other forums as well.
    I am doing this because I want to ensure that our customers know we are here to help- I am not a customer support rep, nor do I play one on TV- but I am able to help get your issue sorted. I did re-send the content to your mobile-
    If you get a chance, please login to the nokia discussions and communicate via private message.

    We realize that we got off to a rough start with the support situation, and I'm doing everything in my power to fix it (from website through technical issues with content).
    Thanks for your patience.

    ________________________________

  • http://thereallymobileproject.com/ Really Mobile

    Thanks very much. I got the text and it's working well now. I'm offlinefor most of today but will jump onto the discussions forum ASAP.I don't think anyone could criticise Nokia if the occasional download fails- it's inevitable - but if you can please encourage the Ovi Store team toget some words in the support section about what to do when your purchasefails… Not having that is the real problem here.Despite appearances I really want the Ovi Store to succeed - it's ineveryone's interest… I'm just disappointed that Nokia have overlooked someimportant non-technical bits.Ben.

  • http://thereallymobileproject.com/ Really Mobile

    Thanks very much. I got the text and it's working well now. I'm offline
    for most of today but will jump onto the discussions forum ASAP.
    I don't think anyone could criticise Nokia if the occasional download fails
    - it's inevitable - but if you can please encourage the Ovi Store team to
    get some words in the support section about what to do when your purchase
    fails… Not having that is the real problem here.

    Despite appearances I really want the Ovi Store to succeed - it's in
    everyone's interest… I'm just disappointed that Nokia have overlooked some
    important non-technical bits.

    Ben.

  • blogger

    the ovi store is a complete and utter failure. its something they have tossed up, due to
    pressure from apple.com and due to cut backs in staffing levels lack the customer faceing sales droids
    to help us. ovi for email and backup of contacts seems to work sort of. but from nokia i expected better.
    no wonder the carriers in North America wont look at nokia with a barge pole. too bad. i like nokia stuff. but even for free ovi is a pain in the ass.

  • Anonymous

    Hey! I know you! you are admin in the N-Gage forums :) Cheers!

  • Anonymous

    If you have any ovi support issues- please visit our discussion boards (nokia or N-gage :)

    ________________________________

  • blogger

    the ovi store is a complete and utter failure. its something they have tossed up, due to pressure from apple.com and due to cut backs in staffing levels lack the customer faceing sales droidsto help us. ovi for email and backup of contacts seems to work sort of. but from nokia i expected better. no wonder the carriers in North America wont look at nokia with a barge pole. too bad. i like nokia stuff. but even for free ovi is a pain in the ass.

  • blogger

    the ovi store is a complete and utter failure. its something they have tossed up, due to
    pressure from apple.com and due to cut backs in staffing levels lack the customer faceing sales droids
    to help us. ovi for email and backup of contacts seems to work sort of. but from nokia i expected better.
    no wonder the carriers in North America wont look at nokia with a barge pole. too bad. i like nokia stuff. but even for free ovi is a pain in the ass.

  • JCRivas

    Hey! I know you! you are admin in the N-Gage forums :) Cheers!

  • JCRivas

    Hey! I know you! you are admin in the N-Gage forums :) Cheers!

  • dsrainmaker

    If you have any ovi support issues- please visit our discussion boards (nokia or N-gage :) ________________________________

  • dsrainmaker

    If you have any ovi support issues- please visit our discussion boards (nokia or N-gage :)

    ________________________________

  • http://thereallymobileproject.com/2009/08/blackberrycurve8520/ The Really Mobile Project » Blog Archive » I’m getting a BlackBerry Curve 8520…

    [...] the Apple Store’s ease of purchase, though the staged launch may have prevented some of the problems seen by Ovi [...]

  • http://janetalkstech.com/2009/08/10/the-dark-side-of-the-ovi-store/ The dark side of the Ovi Store « Jane Talks Tech!

    [...] to initiate a call to check on the status of things. So, in a brief and ugly summary, STAY. AWAY. FROM. THE. OVI. STORE if you anticipate that there might be issues once money has exchanged hands because as you can see, [...]

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