Ovi Store Failure, part deux

On the 28th of July, 2009, I made the mistake of purchasing an application (if you must know, it was the JoikuSpot Premium app) from the Ovi Store. My download of the app got interrupted and they made the dumb decision of not having your purchased apps available for re-download. I contacted them to get access and when I sensed that the process was going to be long and painful, I went ahead to purchase the same item from the Joiku Shop. Satisfied that I had fulfilled my craving for the JoikuSpot app (which sadly turned out to not be for me anyway), I decided to request a refund from Nokia/Ovi Store. You can track my posts on the Ovi Store mess through my “Ovi Store Sucks” or “Ovi Store Fail” tags.

Here is the full history of my contact with the Ovi Store:

  1. I communicated with their representatives via email at first when all I wanted was to re-download my application. See my first Ovi Store related post regarding the specifics of that conversation and how that went.
  2. Next, I contacted the Ovi Store via phone at least 3 times and each of those three times, my request for a refund was “escalated” to the Ovi Store Special Response Team. Each of those times I called, I was promised a callback in 24 – 48 hrs and I never received a callback. Each time, I had to initiate a call whereupon their response each time was to escalate the issue to the Ovi Store Special Response Team which is apparently unreachable by phone. I would like to take this opportunity to issue a $25 bounty (payable to whomever wins via Paypal) for anyone who can provide me with a working number for the Ovi Store Special Response Team. This fee will be payable upon my successful communication with the Ovi Store Special Response Team representatives. Note, I’m half-joking, but half-serious. If this transaction is illegal where you are, then you are out of the running. 😀
  3. My last phone communication with the Ovi Store was last week when I called and in a fury, demanded to speak with a real supervisor this time. This supervisor promised yet again that he would personally ensure that the matter was escalated yet again to the special Ovi Store Special Response Team. They actually gave me a number to fax my purchase details to and I absolutely balked at that because:
    1. I don’t have access to a fax machine.
    2. Is Nokia serious about needing everyone who wants a refund to FAX their purchase to a number? How 1990s is that?
    3. Has Nokia heard of identity theft? There is no way in hell I am going to fax my personal details to a number I have no idea about who it belongs to nor am I particularly inclined to trust that the Nokia folk aren’t blowing smoke up my arse.
  4. Of course and just as I had suspected, I still hadn’t received a call from the Ovi Store Special Response Team (OSSRT) and I decided to dispute the transaction with my bank. I made the mistake of using my VISA Debit card to make the purchase, but all is not lost as I took the following precautions:
    1. Allowed the Ovi Store time to resolve the issue. Again, see my first post for specifics.
    2. Have recordings of my conversations with the Ovi Store representatives on all occasions. If you don’t have a call recording application on your phone, I highly recommend you get one. I am currently using Best CallRecorder which I love because I can create rules as to which calls to not record i.e. conversations with my husband, etc. lol. The downside to Best CallRecorder is an annoying beep which, thankfully, doesn’t transfer to the actual recording.
    3. Followed procedures contained in their terms of service (Ovi Store Terms of Service) and followed the instructions I was given each time I spoke with the Ovi Store representatives. To make sure things haven’t changed suddenly, here is my capture of the Ovi Store Terms of Service document as of August 18, 2009 here.
    4. The particular issue that pertains to me are the sections highlighted. If you purchase an item from the Ovi Store, please memories this section (“Cancellations and Refunds”). To save you time, the relevant sections are: “You agree to the electronic delivery of Content being initiated concurrently with the placement of your order. You will not be able to cancel your order once it has been processed, and acknowledge that the nature of the Content is such that it cannot be returned. In the event that after your purchase you discover and promptly inform Nokia that (a) the Content license you have purchased is faulty; (b) the Content Nokia delivers to you does not match the description of the Content you ordered via the Ovi Store; or (c) technical problems delayed or prevented delivery of your Content, your sole and exclusive remedy with respect to such Content will be either replacement of such Content, or refund of the purchase price paid for such Content, as determined by Nokia. Otherwise, no refunds are available. If you encounter any of the above issues, please contact Nokia Customer Support at http://www.ovi.com/services/support/care. In the event Nokia opts to provide you with a refund, Nokia will attempt to process the refund within thirty (30) days. Please note that Nokia may not be able to process your customer support request if you are unable to provide your Transaction ID, which is provided to you by Nokia following your Content license purchase from the Ovi Store; provided you have supplied Nokia with a valid e-mail address at the time of purchase. Nokia may only process refunds for Content where the total price is above the monetary limit stipulated in applicable local legislation.”
    5. Thank heavens I also twittered about my frustrations because that will serve as further proof of the timeline and such.
  5. To cut this long story short, I contacted my bank today to dispute the transaction. I did this in good faith and maybe my bank will be able to get in touch with a person from the *gasp* Ovi Store Special Response Team or OSSRT. </end sarcasm>

Once again, the Ovi Store is a cautionary tale for all who are ga-ga about Nokia’s web store. It is nothing to write home about so do yourself a favor and purchase directly from the developers. I have since received a refund from the Joiku Shop in less than 2 weeks after letting them know that the application was not working as it should on my device. They didn’t ask for stupid stuff like my IMEI number yet again because guess what? They actually use the receipt numbers they issue as a means of tracking!! Who knew that things like receipt/order numbers served a purpose. Nokia would do well to take a leaf from the Joiku Shop’s playbook or hell, Handango’s!! At least, Handango keeps you in the know about the procedures and I got to know the representative! *sigh*

Installing Nokia Maps 3.0.1 on the Nokia E71x

  1. Update: it appears that using the Ovi Suite software, you do need to go to the trouble of downloading the older version 2.0 Ovi Maps .sis files. Follow the instructions on installing version 2 first and then, installing version 3 per the instructions in my post. When that succeeds, download & install the Ovi Suite (to your computer) . The Ovi Maps application on your Nokia E71x phones should now be detectable and updated by the Ovi Suite software! Let me know in the comments if you aren’t able to install Ovi Maps on your Nokia E71x phone. See the latest comment from SkyWorker that prompted a revision.

Wow! The visits to my posts on tweaking the Nokia E71x, some apps for the Nokia E71x and my recommended gear and more applications for the E71x are insane by my very modest standards. This blog is a labor of love and at most, I get ~ 15 visits daily (5 of which are from Bots). So, seeing something in the neighborhood of 60 visits/day is pretty huge and no Bots there! 😀 It tells me that this is a market that can be tapped into and by Jove, I aim to please! I’m on Twitter as @janetalkstech and make sure you subscribe to my blog here and keep track of my Nokia E71x related postings.

So, what else have I discovered about my new Nokia E71x since I’ve had it? Well, here goes:

  1. The question  is not if your phone will get scuffed up, it’s when. Get a Otterbox case for E71x now or see the black beauty get scarred.
  2. Google Maps will not work without a data connection. If you obtained a Nokia E71x without signing up for a data connection AND you are able to use Google Maps, guess what? You are making a data counter at AT & T very happy. I’m dreading my phone bill because I didn’t realize that Google Maps didn’t work with Wifi and I had been playing rather heavily with tracking myself via Google Maps. Oy vey. Painful and expensive lesson learned.
  3. Nokia Maps 3.0 (now Ovi Maps) works on your Nokia E71x device. The road to getting it installed is painful, but it can be done. The best part about it? Nokia Maps 3.0 will work on your device without needing a data connection. For driving directions to work, you will need to purchase a license from Nokia. You don’t need Wifi connection for the turn-by-turn directions to work. Here’s I went through to get it working on my device:
    1. Download Nokia Maps 2.0 and 3.0 onto your computer using the files (Nokia_Maps_2.0_0701_3.2_u.sis> and Nokia_Maps_3.0_0302_3.2_u.sis which are actually for 6650 device, but apparently works on the E71x) from this website (here originally at http://tamale.pwnij.com/e71x/). FIRST, make sure your microSD card is in your phone. We will be dealing with a lot of data so check yourself. SECOND, install Nokia Maps 2.0 on your device via the Nokia PC Suite software and run Nokia Maps 2.0 once. Reboot your device after the install successfully completes. Ensure you are doing the installation using your USB cord. THEN, install Nokia Maps 3.0 onto your device through PC Suite and run it once as well. At this point, you may run into the “low memory” message and all that is needed is for you to go to your C:/ or E:/ drive and delete the Cities/ folder and a ‘qf’ file.
    2. If you don’t know what C:/ or E:/ drive means, I strongly recommend you get an AT & T data plan. If you do, thumbs up. Keep reading.
    3. After deleting the Cities/ folder (if you had a problem starting up Nokia Maps 3.0 in the first place), then start up Nokia Maps 3.0 again. Success! Restart your device to ‘clear its head’.
    4. Visit Nokia’s website and download two files: (i)Nokia Map loader for downloading the maps (ii) Nokia Map Updater for updating the Nokia Maps software. Hint: your device selection is the E71 in order to access the Nokia Maps Updater software.
    5. Connect your Nokia E71x phone to the computer in Mass Storage PC Suite mode and start up Nokia Maps Updater software. It should detect your device and prompt you to update your Nokia Maps 3.0 software to Nokia Maps 3.0.1. If you get this far, you’re looking mighty fine. 😀
    6. Then, fire up the Nokia Maps Uploader software (Hint: do the actual map downloading at a time when your network is least congested. I did the download at ~ 2am so that about 1.4GB didn’t take 2 years to download).I opted to download the entire US maps to my device. I’m hoping you realize that you must already have your microSD card (8GB or more) in your device because the US maps are ~ 1.4GB in size.
    7. When the download is done, exit and you are free to fire up the Nokia Maps software. In my experience, it takes a couple of minutes to get a GPS fix, but I’m not complaining because it’s free, right? You get what you pay for. In this case, I hear AT & T’s Navigator software is quite good, but again, I am averse to paying for convenience. lol.
    8. PS: Based on comments, I’m putting up a link to this site that points directly to the maps files for Ovi Maps 3.0 that reside on Nokia’s servers (in case the Map Loader software is not working as it should).
  4. Games:- Handango is pretty pathetic in its selection of games for the Nokia E71x device. However, I discovered that Gameloft has a mobile site and as I write, I’ve got Prince of Persia on my device!  However, their online payment system has hiccups. Something I’ve also discovered is that Handango is like an aggregator which makes resolving issues more complicated than it needs to if you need a refund issued. So, I’m trying to hunt down the actual game developers for the applications I purchase and get them from their website directly if they have an option to purchase online from them!.
  5. Thus far, all my paid downloads have been for useful applications like the Handy Converter and the Handy Expense tracker, Merriam Webster 3rd International Unabridged Dictionary with a Sound module, a paid KJV bible (along with 2 free readers from Olive Tree Bible Software and Mobipocket E-Book Reader), Call Recorder, Mobiola Screen Capture software, Twittix, X-plore, Quickoffice Premier 6, Adobe Reader LE 2.5 and Emoze Pro.
  6. Lastly, my entire series of Nokia E71x posts will not be complete without mentioning the guys at Nokia Experts who have been a key factor in getting me started on my way to emancipating myself from AT & T’s shackles. Go visit them and encourage them to keep posting more Nokia E71x tips and tricks!!

PS: Check my series of posts on Tweaking the Nokia E71x phone, more apps for the Nokia phone, recommended accessories and yet more applications for the Nokia E71x phone. Cheers!