E71 - software upgrade
Software upgrade causing problems

Elow is the text of an email i sent to the Nokia Service Centre in Chatswood, NSW. i have had no response.

i would like one.

Please forward to the appropriate department dealing with complaints.

Dear Sir or Madam,

I am very annoyed to put it mildly.

On Saturday 7th November I upgraded my Nokia E71 phone exactly according to instructions from the internet via my PC. I then went through the process of restarting the E71 through the setting of the clock and the date. It then came to the "enter the lock-code". I had previously not set the lock-code or PIN and used the default instead. However, the phone refused to accept any entry whatsoever. I tried entering some other PINs that I may have used in the past from my selection and none would work. Via your customer care line I was directed to the customer care centre in Chatswood, NSW, which proceeded to charge me for the service of resetting the lock-code. Note, this was after the Nokia program update had corrupted the code, because I had not done so. YOUR software using YOUR update process caused a problem and I had to pay for it. I can understand it if someone puts in a PIN or lock-code and forgets it. I did not do that. I made a program update some 2-3 months ago without any problem and there was no lock-code asked for, from memory, or if there was it took the default. I certainly had no problem then. I am convinced this problem was caused by you, not by me. Not only was I charged a fee when I should not have been, but I was even charged what I consider an excessive amount for this reset, which is a function that should be capable of being done by someone on the care centre front desk for free or for a nominal charge. It is only like setting/bypassing the access password on a PC which any technician can do in a couple of minutes. All that is needed is the knowledge of how to do it.

The job number for this was CHA070666.

I had no option but to pay for this in order that I might keep my business going as all my work and social appointments were in my backup on the PC and I needed the E71 to working again to access this data. However, I feel totally justified in asking for a refund for what is YOUR fault, not mine.

Please tell me the process that I should follow in order to make this reclaim.

The phone by the way is still under warranty. And yes I know that a problem with getting the lock-code wrong is not covered by warranty, but this problem was caused either by your program update, the process that was followed or a combination of the 2 with maybe some glitch in the transmission of the code from the internet or to the E71 from my PC. Whatever the reason it was NOT my fault.

I feel so angry about this because of the time wasting that it has caused me that I want a resolution to this problem ASAP.

Yours truly,

Bruce Grime, Director

Aforethought Systems Australasia P/L

61-2-80062535 {O} 0402-990534 {M}

Company: E71 - software upgrade
Country: India

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