Nokia Maps SMS billing issue with Nokia Care[less]

By on October 15, 2008 in 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?

About Ewan

Ewan is Founder and Editor of Mobile Industry Review. He writes about a wide variety of industry issues and is usually active on Twitter most days. You can read more about him or reach him with these details.
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  • 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.

  • http://www.mobileindustryreview.com smstextnews

    Good feedback John

    2008/10/15 Disqus <>

  • 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

  • http://www.smstextnews.com/author/Ben.Smith Ben Smith

    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!

  • http://www.mobileindustryreview.com smstextnews

    I forwarded it!

    2008/10/16 Disqus <>

  • Ray1

    Hi Ben, thanks for this. The customer has been in touch with me, his
    name is Kip Hakes. We are dealing with this as we speak and hope to
    resolve his issues soonest.

    Ray Haddow
    Snr Manager
    ray.haddow@nokia.com

    Nokia UK Limited registered in England & Wales
    Registered Number: 02212202
    Registered Office: Nokia House, Summit Avenue, Southwood, Farnborough,
    Hampshire, GU14 0NG
    The contents of this email are intended for the named addressee only. It
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  • 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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