Nokia CEO Responds to Angry Email of Lumia 900 Owner

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22 Jun, 2012 11:41 am

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It’s no surprise that someone who just picked up the Nokia Lumia 900 would be upset after yesterday’s announcement that current Windows Phones running  7 or 7.5 will not be getting the up grade to Windows Phone 8.  Angry Lumia owner Luke fired off to Nokia’s Stephen Elop and AT&T’s Ralph de la Vega and asked why he shouldn’t return his phone.

I just watched the Windows Phone 8 announcement and learned that the Lumia will not be upgradeable to WP8, it will more or less get a skin with the new live tiles and a few other features… at the end of the day unless one of you responds and convinces me to stay with Microsoft Windows Phone, Nokia Lumia or Att wireless I will just wash my hands of all three companies and move over to Verizon.

I guess it has to happen every once and a while, but Elop responded to the email:

We have a lot of exciting capabilities coming as part of a pattern of updates for the existing Lumia products. This includes some of the most significant visual elements of WP8 – for example, the new start screen. As we have always been, Nokia is committed to delivering a long term experience to any purchasers of our products.

Classy of him to answer but we’re still not sure if we’d be hanging on to our shiny new Lumia 900 when the cross compatibility of Windows Phone 8 is right around the corner.

Here are the full emails:

Luke’s email

Dear Mr. Ballmer, Mr. Elop, and Mr. De La Vega,

I bought the Samsung Focus the day windows phone was released because I could appreciate the vision behind the OS and I enjoyed the aesthetics after being on android and iOS. The Focus served me well but it did not last the full 2 years of my contract on ATT. It would not charge even after a new factory battery was installed. Needless to say, I reached out for help from Samsung and they wouldn’t even bother helping me and it was more of the same from ATT, they said they wouldn’t help me and I needed to just sign a new contract and get a new phone. I reached out to Microsoft and at least they gave me feedback on the phone not charging even though there was nothing they could do. Since I had no other option I decided I had to sign a new contract and get a new phone which I did three weeks ago. I purchased the Lumia 900. My phone had the purple haze which the recent update addressed but it has also had other quirks, IE crashing randomly, videos stored on the device stuttering, data both LTE and Wifi randomly dropping and a screen flicker that happens periodically when you turn the power on. All of these things I never encountered on the Focus. Needless to say, I have 1 week left to get out of this contract and phone and walk away from all three companies for the low price of a $36.00 restocking fee, thanks Mr. De Le Vega, which I am seriously considering. On top of all of the previous problems I explained I just watched the Windows Phone 8 announcement and learned that the Lumia will not be upgradeable to WP8, it will more or less get a skin with the new live tiles and a few other features. This to me is the worse offense of all, I understand the Lumia doesn’t have the multicore and NFC built in so all three companies will say the hardware doesn’t support it, but at the end of the day unless one of you responds and convinces me to stay with Microsoft Windows Phone, Nokia Lumia or Att wireless I will just wash my hands of all three companies and move over to Verizon. I hear Google makes some nice LTE phones over there.

Luke

Elop’s response

Thanks for your note, Luke.

As we showed today, we have a lot of exciting capabilities coming as part of a pattern of updates for the existing Lumia products. This includes some of the most significant visual elements of WP8 – for example, the new start screen. As we have always been, Nokia is committed to delivering a long term experience to any purchasers of our products.

Regards,

Stephen

Via Engadget


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  • CyberGusa

    Yeah, like getting two defective phones in a row wasn’t enough to anger him?

    Seems more like those were the main stressers and the WP8 announcement just compounded them.

    He actually liked the first one from Samsung but it was defective and the replacement they gave him no other choice but to get is buggy.

    So it’s not like he’s happy with the phone he’s got even without the news of the WP8 update and a lot of that had to do with the lousy support ATT provided him.

    Imagine then how mad he would have been if MS had done what most others do and announced the news just before release and he was already stuck under contract with his probably still buggy phone and would have to pay a lot more to get out of it.

    While such complaints aren’t isolated to just WP OS Phones and there are even worse complaints from people who didn’t get their phones directly from carriers.

    You can check out the complaint List from Mobile Tech Review on youtube gave on the bad experience she had with getting a phone through Radioshack for example.

  • Guest008

    @CyberGusa:
    Good point.
    I find these kind of complaints are stupid anyway.
    Windows is a product. Not a free one.
    MS main source of income is Windows.
    Do people expect, when they buy a computer with W7 for example, to upgrade the OS for free over their life time??
    And get W8, W9… for free??
    Why would they for phones?
    Windows could just close shop tomorrow if it was the case.
    It’s the same for every software, games.
    People just don’t think.
    They want, want, want. That’s it.
    It’s like buying a licensed software once and expect getting each new iteration of that software for free. Ridiculous.
    It could happen only for MS branded hardware. And even so, as for Apple, it would be until the hardware can’t support the upgrades anymore.
    Comparing Android, i/MacOS with Windows OSes is also stupid coz the business models aren’t the same.
    Android is ‘free’ (At least GOOGLE don’t make you pay for it) because Google makes it money on ads and data mining, and iOS/MacOS are coupled with Apple products as a mean for competitive differenciation/advantage.
    But if you wanna get MacOs on your laptop, you gotta pay a license. If you want the newest version, you gotta pay again.
    That’s it.
    Last point, people mix up upgraddes and new products.
    MS will offer Windows 7.8 as un upgrade for free.
    It does the same with the countless (and effective) updates it provides for Windows and other products.
    But don’t expect a company whose income depends on the sell of its softwares to give (for free, then) them to you!

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  • CyberGusa

    There’s also the new hardware they’re pushing with the new phones, which will finally introduce dual core processors, NFC, and will bring back the microSD card slot that was removed from the latest Windows Phones because of the corruption issues they caused if ever removed.

    So the new WP8 phones will also be actual different products that we can’t expect every new feature to work on the older phones.

    While the 7.8 update does bring a feature or two more than just the updated Start Screen, like Flip to answer, to older devices and WP8 will still be able to run older apps. So that means those apps will still be supported for the older phones too, along with new apps as long as they don’t specifically use new features that only WP8 supports. So it’s not like MS is just cutting people off and there will be an actual transition period, which most other companies wouldn’t have bothered to do.

    Nokia is also coming out with newer graphic apps, like updated camera app and have said they will continue to support the older models.

    The new WP8 products are not even going to be released all at once but over months, starting with the low end models first.

    So a lot of these articles are just fear mongering to make people think this will be worse than it actually will be.

    I might as well complain that my old Tegra 2 Smart Phone can’t run all the games that a newer Tegra 3 device can run. So you’re right that this is pretty silly.