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Going shopping at the Nokia Ovi Store: Dire

The talented Mr Ben Smith over at The Really Mobile Project has used one of those super flash cartoon animation services to script his experience of shopping at the Ovi Store.

Although Ben is a little flippant with some of the dialogue, there’s a very serious message. At the end of the video Ben points out that the Really Mobile team have spent over £40 on applications at the Ovi Store.

But they’ve only managed to download 1 application successfully.

Oh dear.

The team — collectively — submitted 4 support requests asking for help.

They got one response.

ONE.

The other three were apparently ignored.

The one response was rather shocking — they asked for bank details (via email) so they could do a refund (since original payment had been made by operator billing). There has to be a more efficient and safer mechanism, surely?

Deary me.

Meanwhile, I recommend getting a coffee and sitting down and watching Ben’s masterpiece above.

By 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.

33 replies on “Going shopping at the Nokia Ovi Store: Dire”

Yeah, I think the Ovi Store experience is indefensible really isn't it?

But it's no use shouting in the darkness. I sincerely hope “the talented Mr Ben Smith over at The Really Mobile Project” has made Nokia aware of these specific experiences (and I don't mean via the obviously failing support line). Because you guys are all really well connected aren't you so you must have an inside line to the biggest mobile manufacturer on the planet, right? 😉

Great 🙂

Yes we are reading(!) …and yes we have spoken to a number of Nokia people about this. However, it's not them this video is aimed at. It's for regular consumers who need to know that we have never had a customer service issue successfully resolved via the standard route.

Nokia don't need to be told the OVI experience is below-par… they already know.

We could probably do more in chasing someone appropriate down via their PR dept and providing detailed info on these specific problems, but – frankly – why should we? I prefer to give my consulting time to my paying clients.

Yeah, I think the Ovi Store experience is indefensible really isn't it?

But it's no use shouting in the darkness. I sincerely hope “the talented Mr Ben Smith over at The Really Mobile Project” has made Nokia aware of these specific experiences (and I don't mean via the obviously failing support line). Because you guys are all really well connected aren't you so you must have an inside line to the biggest mobile manufacturer on the planet, right? 😉

Great 🙂

Yes we are reading(!) …and yes we have spoken to a number of Nokia people about this. However, it's not them this video is aimed at. It's for regular consumers who need to know that we have never had a customer service issue successfully resolved via the standard route.

Nokia don't need to be told the OVI experience is below-par… they already know.

We could probably do more in chasing someone appropriate down via their PR dept and providing detailed info on these specific problems, but – frankly – why should we? I prefer to give my consulting time to my paying clients.

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