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8 posts

Wannabe Geek


  Reply # 664808 31-Jul-2012 18:16 Send private message

This Nokia/Microsoft/Telecom update is a great case study of how to communicate poorly.

There are obviously three parties involved in the update - Nokia; Microsoft and Telecom.

When i acquired my Nokia Lumia 800 from the Telecom shop at St. Lukes in Auckland, I wanted to know about tethering and whether the phone could do it.  I had an old HTC Windows Mobile 6.5 device a few years ago and could do this with it.

The salesperson told me that it would be released as an update later in the year - "Nokia had run out of time to make this to the production release and will release support for it" - useful support for my rights under the consumer guarantees act.

So, i was happy to hear about the "update" a few weeks ago.

No information initially that this was "Tango" or that there were two Windows Phone updates that needed to be updated prior to the firmware update from Nokia being applied and it is the firmware update from Nokia which finally "makes available" tethering/internet sharing/using your phone like a hotspot.

So, with a Nokia Product Code of 059N7B6 i could see on the Nokia website that my phone was waiting on Telecom to approve firmware 12220 (mine being on 12070 at the moment).

So, surprised i was that about ten days ago, I was notified that Windows Phone was ready to do an update.....which i eagerly connected up with Zune......and about an hour later when it was "Finished Successfully!"......so, where was the tethering? Not there???

I went back to the Nokia site, and yes, my product code was (and still is) waiting for approval.

So, nine days after i'd applied the two Tango updates, I thought I'd call telecom to see if they had an eta on their approval of 12220.

Yes, I know, foolish of me.

Calling telecom, i naturally was routed to the Phillipines and I had to convince the customer service rep that Nokia did have a Lumia 800.  I spent about 25 minutes going from "Mobile Faults" to "Mobile Data" and eventually got through to the "Complex Mobile Data Team".  I was assured that this issue was Nokia's and that they needed to release the firmware to telecom.  I explained that if they read Nokia's web pages about this, there are a number of Product Codes that show "Update Available" and that it appears that it is Telecom that is dragging the chain....making sure that the "complex hacking" they do to the phone to allow the telecom logo to appear when u turn the phone on and their "juggling" with regard to the radio stack....needs to be checked first to see if the phone will actually work in NZ after the firmware is applied.  The complex mobile data team expert said they would call me back after they had spoken to the telecom product management team - it would be within an hour.

So, i hung up and called the Nokia Care Centre.  The agent confirmed what I had thought and agreed that it wasnt a great experience but there was little they could do until Telecom approved their firmware what was submitted to Telecom some time ago.

Surprisingly, the Telecom complex mobile data team expert did call me back to confirm that yes, the firmware was waiting with Telecom to approve.  Nope, no idea as to when it would be approved.

I had a look over some of the other countries to see if the situation we have here in New Zealand is the same in other countries and it looks as though our experiences are the worst by far.

It seems like we want to have the latest technologies like the rest of the world, but we want to muck around with it when we get it and spend a lot of time and money making the devices more complex.  I know it isn't the network because i used to use Windows Mobile images from xda developers which had superceded radio stacks which would perform far better than the "i-mate JASJAM" (rebadged HTC TYTN) than the Model T radio stacks that we needed to use with the CID and SIMlocked devices we are retailed.

Hopefully, I'll be able to tether/hotspot soon and get rid of my additional prepaid data card.

I like the Nokia Lumia 800 - it is a good device.........just waiting for it to get better.



57 posts

Master Geek

Trusted

  Reply # 664820 31-Jul-2012 18:44 Send private message

I have a Nokia 710 as my work mobile (on the Telecom network), and recently received the update (I'm pretty sure it was last week).

All in all there were three updates - two Microsoft updates followed by a Nokia firmware update, after which tethering was enabled.

So for the 710 at least the process seems to be working as advertised.

Vodafone on the other hand do not appear to have rolled out the Tango update at all, at least not to the Trophy I have as my personal phone (I'm not that fussed about Tango and in any case am planning to replace this phone once WP8 devices appear (or decent ones at least), but it's still a bit annoying).

8 posts

Wannabe Geek


  Reply # 664837 31-Jul-2012 19:03 Send private message

Yes, it appears there is only one product code for the 710 for New Zealand.....and as u discovered, it is available.  And yes, Vodafone only have the 800 and only one product code.....and it is waiting on vodafone.

3 of the 4 product codes for Telecom's 800 are waiting for approval.  I wonder how long it will take from now.

Interestingly, the 3 "country variants" of the 800 (i wonder if this is 2degrees) have their upgrade available.

251 posts

Ultimate Geek
+1 received by user: 12

Subscriber

  Reply # 664904 31-Jul-2012 20:16 Send private message

I have the 800 from Vodafone and have received the 12220 firmware, so I wonder how accurate that info actually is?

8 posts

Wannabe Geek


  Reply # 664917 31-Jul-2012 20:28 Send private message

I'd imagine the product code on your 800 is 059N7D4.

If you have the time to verify it would be useful - the code is on the back of the sim card holder.

This product code has been showing "Update Available" for at least 10 days.

BDFL
49934 posts

Uber Geek
+1 received by user: 4624

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Geekzone
Subscriber

  Reply # 664937 31-Jul-2012 20:46 Send private message

This is from someone at Gen-i:






8 posts

Wannabe Geek


  Reply # 664949 31-Jul-2012 21:11 Send private message

So, Telecom obviously advised Nokia that the update was good to go so that Nokia could update their website for the various Lumia 800 Product Codes status should show "Update Available"?

And of course Telecom followed up with Nokia when they saw that Nokia hadn't updated their website - pointing to the date that they'd advised Nokia that their approval of the various product codes was now authorised.

And of course Telecom followed up with Microsoft after they'd reset their test Nokia Lumia phones back to the 12070 firmware and pre Tango (Mango) OS..........to verify that the Zune process was successful with their test phones.

Telecom also advised their call centre staff that they actually had Nokia Lumia 800 phones, and they provided them with a Technical Article about the Nokia Lumia 800 and its update process for those customers who might be enquiring about tethering because they'd heard that it would be released sometime in June or July as it appears to have been done for the rest of the world.


With three parties in the process (Nokia; Microsoft and Telecom) you would think that the party who is closest to the customer (ie, Telecom) might take proactive responsibility for ownership of the process.  I guess there are just too many meetings to go to and somebody else to point the finger at when something gets stuck.

91 posts

Master Geek


  Reply # 665033 31-Jul-2012 22:58

seetee: This Nokia/Microsoft/Telecom update is a great case study of how to communicate poorly. 
 


No you got your maths wrong.....
its Nokia+Microsoft+Telecom=fail
:D


16486 posts

Uber Geek
+1 received by user: 1398

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Vodafone NZ

  Reply # 665045 31-Jul-2012 23:14 Send private message

MackinNZ: I have the 800 from Vodafone and have received the 12220 firmware, so I wonder how accurate that info actually is?


Not accurate at all as Vodafone NZ approved this update quite a while back

John




8 posts

Wannabe Geek


  Reply # 665113 1-Aug-2012 07:43 Send private message

johnr:
MackinNZ: I have the 800 from Vodafone and have received the 12220 firmware, so I wonder how accurate that info actually is?


Not accurate at all as Vodafone NZ approved this update quite a while back

John



Sorry, i got my wires crossed on this one.  MackinNZ the product code i quoted was a Telecom 800.  Pretty sure that Vodafone only had one of their two Lumia 800 product codes showing "Update Available"....this morning both Vodafone Lumia 800 Product Codes are showing "Update Available".

Johnr, couldn't find much on the Vodafone website from a proactive communication perspective about the update process.....except for your forum - http://forum.vodafone.co.nz/topic/10487-nokia-lumina-800-updates/

Based on the timeframes discussed it looks as though it might be about three weeks until the remaining two 800 Telecom product codes get the firmware update?

8 posts

Wannabe Geek


  Reply # 665154 1-Aug-2012 08:50 Send private message

Johnr, have just spent a few minutes going through the thread you locked on your forum and clicking through to the threads on the nokia site.

There are obviously quite a few people around the world suffering and venting through the forums.  I note that Nokia have not pulled these threads.

With regard to the "fooling zune trick", it would appear that nokia aren't particularly upset about punters doing this.  It looks as though the "fooling zune trick" only works for the Nokia Lumia 800 12220 firmware if your Nokia Lumia 800 product code is showing "Update Available".

So, if you have a Telecom Lumia 800 059N7B6 or 059N7D3, I'd keep an eye on

http://www.nokia.com/global/support/software-update/lumia/apac/availability/

and when it shows "Update Available", try the "fooling zune trick" if you don't want to wait until Zune throttles you - looks like it takes up to three weeks, although this should now be on the downhill - assuming that Nokia Lumia users have ticked "notifiy me for updates" and have bothered to actually do this.

The other option is to do the Nokia Care Suite thing like monkeyhammer did - the (very helpful) Nokia guy i spoke to on their helpline recommended against it.


Now, i wonder if anyone in product management at Telecom is capable of cutting and pasting a few of the ideas from this thread and updating their support website....and providing the various support teams in the Phillipines with a marketing/tech advisory?  It might reduce call wait times for support......and it might raise customers perception of Telecom's technical knowledge and competence.

Johnr, it probably is worthwhile either unlocking your thread and updating.....I'm sure your call centre is still receiving calls on this.......or maybe walking over to the marketing dudes and explaining that you have a nifty idea to help your Nokia Lumia 800 customers.

Who's going to be first?  Vodafone or Telecom?

1218 posts

Uber Geek
+1 received by user: 33

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  Reply # 667075 3-Aug-2012 16:30 Send private message

Hi All,

Sorry for the lack of reply up until now.

Official word is below.

A few people are yet to receive the full Nokia Lumia update, which Nokia is working to resolve. The full suite of features will be available to all via Zune in the coming weeks.

Brent

31 posts

Geek
+1 received by user: 1


  Reply # 671712 13-Aug-2012 11:06 Send private message

It's been weeks now and still no tethering on my phone Cry  Product codes 059N7B6 and 059N7D3 are still waiting for approval.  What's going on Nokia?!?

2 posts

Wannabe Geek


Reply # 671763 13-Aug-2012 12:07 Send private message

Yeah, I'm likewise waiting as are my users and a number of clients. This is without doubt the worst 'upgrade' experience I have ever had. I love the WP7 platform and the Lumia 800 as a device - however I'll be thinking twice before I recommend the pair to either my board or clients in future.

851 posts

Ultimate Geek
+1 received by user: 305


  Reply # 672911 15-Aug-2012 15:59 Send private message

because the alternatives are......android - yeah. good luck there - and iphone, where apple managed to tell the carriers where to go.

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