General problems with Nokia
Posted by Christian Titze in 3rd Party Application, 5320, 5630 XpressMusic, 5700, 5800 XpressMusic, 6110 Navigator, 6120, 6124 Classic, 6210 Navigator, 6220 Classic, 6650, 6680, Apple, E-Series, E51, E61i, E63, E65, E66, E70, E71, E72, E75, E90, Firmware, MOSH, N-Series, N70, N73, N76, N77, N78, N79, N80, N800, N81, N810, N82, N85, N91, N92, N93, N93i, N95, N95 8GB, N96, N97, Nokia, S60, Symbian, Tube, iPhone, iPod
I am a user of Nokia mobile-phones for several years by now. Actually I had many problems with the build-quality and other issues of all the phones by Nokia I have used. Unfortunately the time has gone by and not much except the features has changed. So I decided to write a post about all the issues I am „enjoying” with the company Nokia.
1.) The build quality
We all know that many Nokia mobile phones have issues with the build quality. Some very significant issues are the wobbly slider of the N95, the internal keyboard of the E90 that touches the huge internal screen and the chrome of the N76 which is peeling off.
2.) Bugs & Firmware updates
Some of the newer models, e.g. the N96, are having many problems with the software. Thus Nokia is releasing firmware updates to improve the general stability of a device but also to fix those bugs. If you don’t want to use a phone full of bugs you need to update your firmware. With a fast internet connection this shouldn’t take more than 15 minutes. The update itself isn’t the problem as you can see, but if you’re updating your phones’ firmware all the userdata and applications on the internal memory will be deleted, which means that you have to reinstall all the applications, setup the device as if it was taken out of the box for the first time, and finally all your messages and so on will be deleted for ever.
3.) Nokia’s service
Since most of the users don’t want buggy, ugly or wobbly phones they’re bringing them to a Nokia Service Center or back where they’ve bought them. There are reports that users have been waiting on their fixed phones to come back for over two months. I also experienced this long waiting-time with my N95-1, I waited three weeks for it to come back.
4.) User experience
Doing everything manually (update your applications, sync your contacts with your memorycard, etc.) can be very annoying after some time. There’s not much eye-candy and so the whole device seems to be made without any „love”.
Suggestions for Nokia on how to make all the things better:
1.) The build quality
The only thing I can say on this topic is: Make better tests with your phones, not only if they can stand crashes, but also if the slider is shaking, if light shines through the gaps or if the chrome peels off after some time.
2.) Bugs & Firmware updates
Look at Apple’s iPhone and you know how firmware updates should be. Installing the update without losing any personal data is the point. The users don’t want to install everything again when they’re updating the firmware.
What about a programme like iTunes? It synchronizes everything with the phone by just one click. All the data is back-uped by just connecting your phone to the computer, loss of important data is almost impossible with this method.
3.) Nokia’s service
Service shouldn’t take much time. This is the service I would like to see at Nokia (this is no dream, other companies can do it. So why should Nokia can’t do it?): 1. Report your problem on a website > 2. Wait until a Nokia employee has checked your problem and decided what to do > 3. get packaging material from Nokia > 4. send the device back to Nokia > 5. Get a new device within 3 workdays.
This is possible! Apple’s support showed it to me when I had problems with my iPod. So come on Nokia, you also can do it!
4.) User experience
As I said in point 2.) before, look at the iPhone. If there are updates available for applications there should be a little information window which says: „New versions of AB and XY are available. Do you want to update?”.As also said before, develop an application like iTunes which does everything you want to do with just one click. Last but not least, build more eye-candy into your Symbian S60 OS.
As you maybe noticed there are many suggestions to copy the simplicity of Apple’s products, but this is not because I’m a Apple-fanboy, I just think that the user experience that comes with their products is the best of all manufacturers.
Related posts:
You keep mentioning Apple, and comparing their phone, and services to that of Nokia. This is completely irrelevant, and you cannot compare the two brands. Apple has one phone, one firmware, simple. Nokia have thousands of of phones, all with different firmwares, and OS.
On a Global scale such as Nokia, and the sheer amount of devices they have in the market place, you simply cannot compare them to Apple, too many people are doing this, and its not as simple as one would wish.
I do however agree with you Chris on the build quality issue, this is one key area Nokia appear to be slipping.
Hi Micky,
Of course Apple has just two phones, but remember that they also have other products like computers, iPod’s and other devices. And the service is very good, it doesn’t matter if it is your iPhone or your Macbook which you have problems with, they will mostly send you a swap-device or fix the problem within a few days.
Nokia has much phones, but that’s no point to say “we need to repair so many devices, let’s wait a month or two for your device to get repaired”.
I agree that Nokia has many firmwares, but if they would just think of how to make a firmware update without losing data all the upcoming devices will feature this possibility.
Let’s forget the point with the user experience, since I haven’t thought of the amount of devices Nokia has, when I wrote this article. But one thing I want to mention is that they could make S60 even more userfriendly – let’s wait for the MWC and the rumoured upcoming AppStore by Nokia, maybe they will make it as perfect as Apple’s AppStore which recognizes if an installed application needs an update.
Thanks for your comments,
Chris
I have a Nokia E90 and had the keyboard problem attended to under warranty. Nokia supplied a complete new phone with a modified keyboard, which doesn’t hit the screen. However, it did take them 3 weeks to do this!
I have to agree re the firmware. It’s ridiculous that you must backup and restore every time. Plus, even using their own software, the backup/restore method is not 100% and you must manually re-install many apps. That’s hopeless.
Whilst I’m also not a fan of Apple’s smug attitude, you have to admit that they have blown a hole in Nokia’s fortunes in a very short time. Quite frankly, unless Nokia start to produce some serious improvements, I can only see them going in one direction. And it ain’t up
.
I totally agree with Chris.
The build quality
I have a Nokia 6120c and its housing is already scratched and peeled off – looking very ugly.(It’s a genuine housing which originally came with Hungarian made phone which I bought from Saudi Arabia) (I live in Sri Lanka) I used my phone safely, never drop it down etc.
Nokia’s service
“Softlogic” is the Nokia’s sole official agent in Sri Lanka. They sell new 6120c for apprx 182 USD. I intended to buy a new housing and a battery for my devise. Their prices are as follows
Housing – 62 USD approx
Battery – 42 USD approx
Just the housing cost about 35% of the phone!
Housing and battery together cost about 57% of the phone!
I don’t know whether this prices are fair. I even complained this to Nokia. They said that the agent can sell any product at the price that they want. Is this a fair reply? How can we consider Nokia any more as a durable brand name?
I’m really fed up with the brand now and considering of shifting to another one.
I bought a Nokia 2600c around 4 months ago. But I manage to used it only for one and half months. After that it started giving problem. Fequently it gives me a msg like “Sim car Rejected” or “Sim Card Registration failed”.
I went to nokia care center they advised me to replace my sim. I have done it. But the same problems happen with the other operators also. Then I went to nokia care again. After two months(approx) they give me a swap set today.
But few hours later I identified that those problems ar happening with the swapl set also. I dont understand what type of service is nokia giving. I’m really frustrated about nokia’s service.
Quality of Nokia is probably one reason they pulled out of the Japanese mobile market a while back – their products were simply not up to the level of quality, that japanese customers have come to expect and deman from their mobiles. I guess the rest of us schmucks just eat up whatever Nokia feeds us, thus poor craftmanship and shody service.