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Nokia Maps SMS billing issue with Nokia Care[less]

Published by Ewan on Wednesday 15th October 2008, 12:19 | Filed under: Applications

I got this in from a reader today who, whilst happy with Nokia Maps, is deeply unimpressed at the billing system and infrastructure surrounding it:

Hi.

I seem to be having real problem with Nokia Maps - not a software issue - but a fault with the SMS payment service. I am happy to pay by SMS - but I seem to be sent far too many messages and then charged more than I should be. Whilst it’s not £100’s, it is enough to be an issue. I’ve tried to speak to Nokia Care - on multiple occasions - been put through to the ‘technical department’ and not actually spoken to a human, just sat in a queue - the longest I’ve lasted before hanging up is 30 minutes, which is very poor.

There is no information on the website (that I can see), about who to get in touch with these sort of billing enquiries. I just want to talk to someone and try and fathom it! Nokia Maps is a fantastic bit of software, but I’m loathed to use it if I keep being over charged for the licences!

Can you help, Ewan?

Beyond suggesting you download Google Maps…

Nokia is working hard to reposition itself as an ‘internet’ company. Not hard enough, it seems. When you’re giving stuff away for free, it’s all well and good. I don’t expect ‘five nines service’ (99.999%) from Google Maps. It’s a free product. Fair enough.

But when you’re charging for a service, that’s when you really need to sit up and get it right. This kind of ‘Nokia Care’ experience simply isn’t good enough.

Can anyone recommend someone in Nokia that can fix this reader’s billing issue?

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This entry was posted on Wednesday, October 15th, 2008 at 12:19 pm and is filed under Applications. You can follow any responses to this entry through the RSS 2.0 feed. You can skip to the end and leave a response. Pinging is currently not allowed.

  • JOhn
    I'd suggest he phones his operator up, and give them the apporx time that the message hit his phone(billl), and ask them to tell him who the aggregator is that sent them. I recall its Mobile 365. Then start harassing them to get the service fixed.
  • Good feedback John

    2008/10/15 Disqus <>
  • It's a good idea.
  • Ray1
    Hi guys, my name is Ray, I work for Nokia and have read your post with interest. I'm not a Nokia Maps expert so I can't answer this question here, But I would like to try to help if I can. Ewan, it would be great if your reader would contact me directly via email and I'll see what I can do. (At least I can get some questions answered by some of my colleagues.) Nokia Maps is a great service and the Nokia maps team are really enthusiatic. The more feedback we get on the service, the better we can make it. So please contact me and we can take it from there.
    Cheers
    Ray
  • Ray,

    That's awesome - thanks for picking this up. We can't see your e-mail address via the Disqus comments system so if you e-mail ewan@mobileindustryreview.com we'll hook you up with the customer in question.

    Cheers!
  • I forwarded it!

    2008/10/16 Disqus <>
  • Ray1
    Hi Ben, Ewan, thanks for this. The customer has been in touch with me. We are dealing with this as we speak and hope to
    resolve his issues soonest.


    Ray
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