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Nokia Conversations Blog

Nokia’s Conversation Blog has launched an extended discussion on its myriad US service problems.

I’m happy to report that there has been some progress (small, but real) from Nokia in terms of addressing it US service problems, which I’ve written about extensively.

First, here’s their most concrete step forward so far: Today, Nokia announced that the long-awaited firmware update for the US N95-3 should be available by early June.

Note that this does not mean Nokia has improved its firmware update process — which (as Beth Kanter, Robert Day, and I noted) is PC-only and very cumbersome, confusing, and annoying. And, in my experience, Nokia’s firmware update process is also risky — it’s what bricked my N95 in April.

…But still, a lot of US N95-3 users have been waiting (and waiting) for this firmware update. News that it’s coming soon appears quite welcome in that community, judging by the initial comments to the announcement.

Also, I’m encouraged to see that Nokia’s Conversations Blog yesterday launched a series of posts on its myriad US service problems. So far, there’s been:

• May 15: Introductory post, in which Nokia promises to specifically respond to my six suggestions for their US operations.
• May 15: A post on US repair turnaround time.
• May 16: A post about the forthcoming N95-3 firmware update.

I think the fact that Nokia has made this discussion so public, and is respecting and addressing concerns raised by users, is a very positive step. Frankly, this is far more than most major companies are willing to do. Nokia is willing to publicly acknowledge its significant problems, and doesn’t seem to consider this inherently risky or bad for business. Many, many companies and organizations could take a lesson from Nokia on this front.

That said, Nokia’s blog does try (understandably) to put as positive a spin as possible on its US service problems. As far as I can tell, they’re not painting a specifically inaccurate rosy picture — but so far they haven’t directly tackled the hardest issues.

Therefore, it’s still up to current and would-be US users of Nokia N-Series phones to keep pushing for clear answers to our most pressing questions and concerns. This is going to take time, folks.

Here’s what I mean…

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