- 07-29-2013, 03:05 PM #1
Dear Mr. Elop,
Thank you for building what will be long be considered a groundbreaking and “catch-me-if-you-can” device that blows nearly any Apple or Samsung device out of the water (pun intended, Sammy). The Nokia Lumia 1020 is the device I have been drooling over since it was known as ‘Elvis’ and ‘Eos’. Unfortunately it has proven to be just as elusive.
I anxiously awaited your launch in NYC, and placed my pre-order so that I could be among the first to have the device to discover new stories with friends and family. But unfortunately I am still empty handed. Having watched the launch presentation and subsequent questions by the press, I am thinking back upon on a “question/comment” that mentioned AT&T being a “horrible launch partner”. At the time I thought it was somewhat unfounded. But after having ordered my two new devices on the Microsoft Store, I can see that the problem is actually far greater. Simplexity — which I am told handles the fulfillment of devices for them — has also sadly let you, your dedicated team, Microsoft and countless fans down.
This was to be my first Nokia device since the 3650 on AT&T that I had way back when. For some history, I have been a continuous AT&T customer since 1997… which they “deny” because they went from AT&T to Cingular then back to AT&T during that time and "lost" my loyalty since my history with them was wiped out with each subsequent swap in name. But that doesn’t involve you, my friend. My first Windows Mobile devices were the HP iPaq 6945, the HTC Fuze and Fuze II, and my latest, the HTC Titan I. I am anxious to switch, but why does it have to be so darn hard? I held off on the Lumia 920 even though my heart told me yes, but my wallet told me no since I was under contract. I was even considering just before the launch to switch to T-Mobile for the Lumia 925 or Verizon for the Lumia 928. But you tried to bring me back to AT&T with the exclusive Lumia 1020. Unfortunately I have had buyer’s remorse ever since the money was deducted from my account after my purchase at the Microsoft Store. I now realize it was a ransom.
Here is a link to my latest (of four) conversations today with a representative of MS Store/Simplexity by phone and online chat:
MS Store Lumia 1020 Pre-orders
The two phones I have been trying to purchase have been available in various local AT&T and Microsoft stores, yet I can’t get an answer as to when mine would be in stock…let alone ship. Please help me understand when the term “Pre-Order” switched from “front of the line” to the back. Are we just fulfilling a role of supply vs. demand and scarcity for the sake of the media? If so, it is sadly having the opposite effect on me. As a fan (and not even yet a customer) of yours who wants to sing your praises to countless friends and family, kindly let me know why I should be on the back-burner versus an idle-minded person wandering into an AT&T or Microsoft store? And I doubt that AT&T employees are pushing anything other than Droids or iPhones since there are plenty in stock here on Long Island.
I have never more anticipated a device yet loathed the buying experience more than this launch. And if I do take delivery of the little marvel, I fear that the bitter feeling will remain and taint further decisions and recommendations.
Thank you for this opportunity to vent my frustrations, but I owe you the perspective from the ground up for all that you and your team have done for us. The flowers aren’t always as colorful as your awesome photo samples and color palate when looking from the bottom. And in the end we share the same goal in promoting your efforts!
With Professional Respect,
p.s. Please accept my apologies for posting this online, but I fear it is the only way to garner any attention in light of the fact that I can't even reach a front-line sales representative for answers!
- 07-29-2013, 04:13 PM #3
@gsquared: I don't think anything get accomplished by that... my goal was to bring attention to the logistics of this launch. I would just as soon forget the whole thing and switch carriers. But I do want the platform to be successful... to a certain point. Otherwise, a process left unchecked is a process left unchanged. I don't think anyone is happy in this circumstance.
In the past I have had BIG retailers ship me an order directly from another store that has the same item sitting in stock. Is fragmentation in distribution to blame here?
Why can't any partner (AT&T, MS, etc.) just ship from whatever source is available then reconcile between one another later to make the greatest number of customers happy?
As a marketing professional, I thought that the customer came first...
- 07-29-2013, 11:01 PM #5
Like other people have also reported, I too received a message shortly ago from simplexity about an August 1st shipment. I am going to cancel my order tomorrow in principal based on how we've all been treated.
It is unfortunate that long time advocates like us have had to jump through a ring of fire to get a device on pre-order posthumously. In retrospect, I can't help but feel like this has been a ginormous disappointment over a device that I have never even touched. I will just hold onto my existing phones until they die.
- 07-30-2013, 12:13 AM #6
Maybe you should tweet Mr. Elop instead. I sent a tweet to @MicrosoftStore expressing my frustration with Simplexity this past Friday (26th). They answered earlier today saying they were working hard to get the 1020 pre-orders delivered as quickly as possible. Then they tweeted later on that I could call them at 877-696-7786 to get update and apologized for the inconvenience. I replied back it was too late, already cancelled, Simplexity was useless and went to local MS Store to get one. Not sure if I will hear anything further, but was glad for a response and acknowledgement.
07-30-2013, 06:08 AM #7
- 165 Posts
- 07-30-2013, 06:57 PM #11
"... device that blows nearly any Apple or Samsung device out of the water ..."
nearly any? So it blows some, but some not, which means it does not blow the better ones out of the water. So it is not a from-water-ejecting device. It is just a plain "good," or "nice," phone.
Or am I reading too much into this?
- 07-31-2013, 03:04 AM #12
If I was Stephen Elop - who will never read this - I would take offense at being called "my friend" as I was a 5 year old that has stolen a cookie. This after a perplexing rant about AT&T without any context. Calling this man friend also stands in a direct contrast to the "Professional Respect" at the end.
Or just the general message: "I'm no consumer of Nokia, I don't have a Nokia device nor did I have one in the last years, but now I want one and I want it now!"
07-31-2013, 03:36 AM #13
- 258 Posts
Good luck with this.
I have to say that this is reminiscent of my experience getting hold of a RED Lumia 920, soon after the launch and a friend of mine recently had issues getting a WHITE 920 for his upgrade.
In your position I'd have stayed put, given that you at least had a date, which is after all, tomorrow and then gripped and groused. I switched from Expansys to Clove because I could get an answer and save something like £60 to boot.
Don't forget that it won't take long for the delight of using Windows Phone on high-end hardware will soon put your trials into perspective. :)
- 07-31-2013, 11:55 AM #14
Just cancel the pre-order and go into the store? Also Microsoft Stores were doing pre-orders in store. Instead of dealing with online I'd recommend a face to face. Less likely to be given a run around when you are looking the people in the face.
07-31-2013, 12:05 PM #15
- 233 Posts
My letter was longer than this one. I got e response from him after a few hours. He answered all my questions, thanked me for giving him all the info (of course it was nothing new for him) and wrote a few sentences about hte future plans from Nokia (nothing new for me).
So all in all: he DOES read letters like this and actually a lot of CEOs do that... There is no better pr for companies like these than being in direct contact with your customers... Of course he will not respond to every email...but I am pretty sure that he will try...
And no... "Pics or never happened" does not count here... you can believe me, or not... I don't care :)
- 07-31-2013, 12:57 PM #16
- 07-31-2013, 01:14 PM #18
But as I have said, you certainly got answers to your letters for Santa Claus too. :)
- 07-31-2013, 01:21 PM #20
@Chregu, maybe you could offer some constructive advice to the OP on how he can air his concerns/complaints, instead of being negative. I offered my thoughts, ie. Twitter. If you don't agree with his thoughts or method, offer up something better or just stay out of it entirely.
- 07-31-2013, 01:28 PM #21
First, don't believe the CEO of an international multi-billion company that employs 100.000 people will read your mail personally and answer to it. Of course, it still can make sense to write it, as at least the customer service will be aware of your problem, you just have to be conscience about what you are doing.
Second, if you write a mail, decide if you want to do it in a professional or a personal way, don't mix it up.
Third, concentrate on the problem, nobody is interested in reading a long back-story that does have nothing to do with your point.
I don't really see what this mail should accomplish, as Nokia is certainly aware of their problems - they have people doing nothing but analyzing their problems - but you still can send it if it makes you feel better. If you then publish it in a forum, you just have to expect not everybody being amazed by it.
Any other questions or opinions? We are here to discuss things, you are welcome to disagree and make a better point :-)
- 07-31-2013, 02:07 PM #22I mean you got nothing out of it except the pseudo-superior feeling that you were really able to show them their failure.
As to my eluded feelings of being superior, I did in fact get some thing out of it. I got them to realize there was a problem, which they investigated, and they offered a solution (albeit too late).
I for one, believe that a lot of CEO's today are "up" on social media, especially those in the Tech industries and take time to read and respond to these forms of communication, being happy that their customers and users are willing to let them know of issues as well as praise.
- 07-31-2013, 02:17 PM #23
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