Nokia Support

Positive feedback about the support of nokia (for example, here ) skipped on the hub I want to tell you about this support nokia from my point of view.
I bring the correspondence with those. Nokia's support regarding the inoperability of ovi.com.

I left a statement on the site nokia.ru about the impossibility of logging into the site ovi.com. The next day, a girl called me with a pleasant voice with a noticeable accent and said that everything works for them, in Europe, most likely a problem with Russian IPs. I tried to object that I use several providers, and I normally see the main page, and problems arise after clicking the “Log In” button, but this did not help.



They promised to figure it out but the problems persisted.



After a short digging, I found that I can only log in through IE and again left a request on nokia.ru.

Sent: 01/14/2010 05:33:07 PM

To: ContactCentre.Europe@nokia.com

Cc: Ext-WebAskNokiaSupport.ru@nokia.com

Subject: Other



[Country: Russia] [Language: Russian]

[Phone model: Nokia N900] [IMEI:]

[Contact topic: Other]

[Message: I want to inform you that ovi.com is not accessible after login when using
Google Chrome 3.0.195.38, Opera 10.10, SeaMonkey 2.0, Mozilla Firefox 3.5.7 and a built-in browser
Nokia N900 phone . The site works only on Internet Explorer 8.0.7100.0, and it does not correctly display my username when greeting.
Please let me know when this situation is corrected, there were no these problems three days ago.]

[Operator: On-line]

The second time the girl did not call, but such a letter arrived

From: ContactCentre.Europe@nokia.com

Subject: RE: Other

Date: 15 Jan 2010 11:35:25 +0200

Dear Mr. xxx, Thank you for contacting the Nokia Care help desk.



In continuation of our correspondence, we will send you the following information on your question: we

issue a request to the engineering service of the highest level using the data you specified, but
you must also add your serial number.

Please send it in a reply letter.

A possible reason may be a local problem of Russian IP addresses. We hope to resolve the
issue in the shortest possible time.

If you have any other questions, you can contact us without hesitation.

I will be grateful if you agree to fill out a short questionnaire in connection with my answer to your
question. The questionnaire will be sent to you by a separate letter to the email address.



Regards, CH

I was a little nervous ...

Sent: 01/16/2010 10:31:48 AM

To: ContactCentre.Europe@nokia.com

Subject: Re: RE: Other



Hello.



I get the impression that you take me for an idiot ...

If your site is accessible using one browser (Internet Explorer) and is not accessible using all the
others, then the reason is clearly not in accessibility from my IP. Especially before login, your site is displayed in all browsers.


If your support service is not able to figure it out without it, I inform you that one of the IP addresses that
I constantly use is 89.163.xxx.xxx, when connected through a mobile operator I get a
dynamic IP address from an unknown range, if you need it, contact to my
Beeline mobile service provider.

They apparently got nervous too ...

From: ContactCentre.Europe@nokia.com

Subject: RE: Re: RE: Other

Date: 18 Jan 2010 14:01:39 +0200



Thank you for contacting the Nokia Care help desk.



In continuation of our correspondence, we will send you the following information on your question:

Ovi sites are working, accessible and tested using the browsers you specified:

Google Chrome 3.0.195.38

Opera 10.10

SeaMonkey 2.0

Mozilla Firefox 3.5.7

Internet Explorer 8.0.7100.0



That's it, let 's send this information to developers to indicate a possible reason. Cellular operators do not provide information about IP
to other persons. On the other hand, we will send the request without a serial number (not specified by you in this correspondence) and without verification of
product certification , given that the certification of the device affects all functions.



If you have any other questions, you can contact us without hesitation.



Sincerely, S.N.



and in


pursuit of our correspondence.


A request to the engineering service has been issued, but screenshots are required. Also, you need to add your serial number. Please send this required information so
that we can additionally add it to the request to solve the problem.
If you have any other questions, you can contact us without hesitation.



Regards, CH

I gathered my strength and took screenshots, if I’m curious to post

Sent: 01/19/2010 09:19:24 AM

To: ContactCentre.Europe@nokia.com

Subject: Re: RE: Re: RE: Other



Good afternoon.

At your request, I send the

Serial number: xxxxxxxxxxxxxx



Screenshots in the attachments.

screenshot 1.jpg ovi.com website looks like this in Internet Explorer after login.

I draw your attention to a strange greeting, where "_025" is indicated instead of my name, I think it should not be so.

screenshot 2.jpg ovi.com site looks like this in Internet Explorer after login with my personal information, I pay attention that the nickname
and name are indicated there correctly and no "_025" is not observed

screenshot 3.jpg ovi.com site looks like in Google browser Chrome to login.

screenshot 4.jpg ovi.com looks like this in Google Chrome after login. I should note that on the home computer
this page looks a little different, namely on the blank white page the text “Bad request. Your browser sent a query this server could not understand »



In other browsers, the situation repeats as with the Google Chrome browser, so I see no reason to take
screenshots. If you still need them very much, I will do them in the next couple of days on my home computer.


in the screenshot01.png and screenshot00.png files, screenshots of the screen of my Nokia N900 phone when entering ovi.com Before and
After login, respectively.



And if I already sent you screenshots of how everything is “bad” with me, please send screenshots of how everything is fine with you, namely how you logged
in to ovi.com in Google Chrome 3.0.195.38, Opera 10.10, SeaMonkey 2.0 , Mozilla Firefox 3.5.7. I'm curious too. Thanks in advance.

Answer from there

From: ContactCentre.Europe@nokia.com

Subject: RE: Re: RE: Re: RE: Screenshots

Date: 20 Jan 2010 12:46:49 +0200



Thank you for the data submitted, we hope for a quick resolution of the issue.



If you have any other questions, you can contact us without hesitation.



Regards, CH

Then I missed them

Sent: 02/09/2010 08:18:28 AM

To: ContactCentre.Europe@nokia.com

Subject: Re: RE: Re: RE: Re: RE: Screenshots



Good afternoon, I would like to clarify the terms for resolving the issue. More than 2 weeks have passed since the first call.

Oh, this support, I send them letters from ovi.com and they answer me by email ...

We sent you the support offered, but if you did not receive this letter, we will
send it again in the course of our correspondence. To solve your request
you need to:

- clear the cache memory of the phone’s built-in browser

- check if the browser settings on the computer are correct - if the problem still persists, reinstall the browsers on the PC
If you have any other questions, you can contact us without hesitation.



Regards, CH

IMHO, for such an answer you need to put to the wall and shoot.

Sent: 02/10/2010 05:54:51 PM

To: ContactCentre.Europe@nokia.com

Subject: Re: Re-solution



The proposed methods did not help.

The problem is not in the computer or browsers. Server side problem. Unpleasantly surprised by such a formal answer on your part.

And in continuation of the correspondence, I want to ask again to send me login screenshots to ovi.com on your part.

And I want to remind you that at least one other person living in Moscow has this problem.

Mwah Mwah Mwah

From: ContactCentre.Europe@nokia.com

Subject: RE: Re: Ovi account

Date: 10 Feb 2010 16:18:01 +0200



Thank you for contacting the Nokia Care help desk.



In continuation of our correspondence, we will send you the following information on
your question:

We are very sorry that you can’t log in correctly to Ovi.com Nokia

programs and sites work correctly, it’s very strange that you can’t log into your account in any way even after reloading browsers, but usually you need to use Internet Explorer. Attach screenshots.

As you might have guessed, the screenshots were IE. I just had no words.

Sent: 02/10/2010 06:06:42 PM

To: ContactCentre.Europe@nokia.com

Subject: Re: RE: Re: Ovi account



Sorry, you apparently read my request poorly. In the Internet explorer and I can log in to ovi.com.

Try logging in from the latest version of Google Chrome, Mozilla Firefox or Opera and send me a screenshot of how you got it.



I’m surprised that you didn’t even bother to read the entire ticket and message history, although it is included in the text of the letter, it is unpleasantly surprised.



And once again I remind you that your recipes did not help me, therefore, I expect other recommendations for solving the problem, or confirmation that the problem is on your part and you are working on it.

After that, the Young Man called me, also with a pleasant voice but with absolutely no accent, once again clarified the problem, the history of occurrence and everything was all there was a feeling that they understand me, but the solution was still old, to clear the cache of my browsers. I agreed, but where to go? Asked for instructions ...

From: ContactCentre.Europe@nokia.com

Subject: RE: Re: RE: Re: Ovi account

Date: 12 Feb 2010 16:17:30 +0200



In the course of our conversation, we will send you the following information on your issue:



Go to the website www .ccleaner.com and download CCleaner. She is free.



After installing this program, check off the files that you want to delete. We recommend that you remove items from Internet Explorer, as well as from other browsers that you use and that have a problem opening the Ovi.com service.



I will be grateful if you agree to fill out a short questionnaire in connection with my answer to your question. The questionnaire will be sent to you by a separate letter to the
email address.



If you have any other questions, you can do not hesitate to contact us at the numbers listed below.

Sincerely, D.A.

I'm an executive person, so nowhere to go

Sent: 02/15/2010 05:49:56 PM

To: ContactCentre.Europe@nokia.com

Subject: Re: RE: Re: RE: Re: Ovi account



Good afternoon.

The following actions were performed:

1. The latest version of CCleaner was downloaded and installed.

2. The temporary files of all browsers were cleaned.



The problem IS REMAINING, which, in my opinion, is OBVIOUS. The problem is not on the client side, but on the server side!

Perhaps a problem with specific accounts? Can I send you a username and password from my account ???



I do not consider IE browser safe and do not want to use it. In addition, ovi.com is not accessible from my nokia
n900 mobile phone with the same symptoms as on a computer.



Anticipating your question, there I also cleaned the cache.


I am waiting for adequate suggestions on your part.

And lo and behold, today it turned out a solution!

From: ContactCentre.Europe@nokia.com

Subject: RE: Re: RE: Re: RE: Re: Ovi account

Date: 16 Feb 2010 12:44:07 +0200



Thank you for contacting the Nokia Care help desk.



In continuation of our correspondence, we will send you the following information on your question:

to resolve the issue, be so kind as to replace the data in your account in order to be successfully updated. Name and surname
should be written in English (there should not be any Cyrillic characters). After that, the site will display your username
correctly (now: _ 025!)



Regarding the home Internet access point, the proxy server is clearly used and this is the reason for the inaccessibility of any browser.

If the phone is also used at this Wi-Fi access point, then try with the phone to exit through another WLAN point, or through the 3G \ GPRS network, but after
correcting the account.



If you have any other questions, you can contact us without hesitation.


Regards, CH

You probably guessed that changing the Name and Surname to Latin letters, I successfully logged in to ovi.com from all browsers, including a mobile phone.
A month of bullying over my brain. I do not consider this support worthy, because For their part, they did not recognize the problem. It can be seen that the proxy was to blame in the last letter, although I have a static external IP without anything.

ps On the other hand, I want to note that when there was a problem with the headset from my phone (one ear became noticeably quieter than the other), I just changed it in the company’s salon within 15 minutes, checking only the defect and purchase documents