[n95unhappy]

Dear Nokia friends,

I am in Lisbon, Portugal, and since last week I am a new Nokia customer, when my son and daughter offered me a beautiful NOKIA N95.
I have used it for 2 days, with great satisfaction!
But, on Saturday, following the Nokia recommendation to do the firmware update, I decided to do it, before adding new personal data to the phone. So I would avoid backups and restores, eventually lost of data. Four years ago I did a firmware update with my brand new Palm T3 PDA and till today everything is ok.

The battery was fully charged and everything done just like Nokia says in the site and manual. It took about one hour downloading the 113 MB software, then about five minutes updating (the phone with white screen and the Nokia logo) and then I got the PC screen stating: "PC connection to Phone was lost".
The phone screen turned black and I tried to follow the screen instructions, but without success.

I am a business man and senior consultant with important responsibilities in the Marketing, Education and Project Management areas in Portugal, and you can imagine the difficulties and frustration I have had, as I planned this week a very important presentation which includes the benefits for students, teachers and parents in using such a device as a Nokia N95 in many of their current activities in school and/or in family.

On 12.06.2007 I was at Lisbon's Nokia Care Center. Talking with the manager, Mr Carlos Martins, he told me that they would keep the phone for diagnostics (no matter the time) and that the service should be paid.
I explained that it was not my fault – I only accepted Nokia’s recommendation and followed strictly the procedures that Nokia advises in its support site and manual.
Then, to my surprise, I got such answer: “You have another way to resolve your problem: you can go the ‘Centro de Arbitragem de Consumo’, a kind of a small Consumer Court, to issue a claim against Nokia”.

With such a great opportunity to win a very satisfied Customer, your services, in Portugal, can only show the negative attitude mentioned above! Is your Care Centre, in Lisbon, really caring for your Clients?

If you were the Client would you be satisfied?
I think that the Lisbon Care Center is showing some lack of kindness and respect for Clients.

These are the reasons by which I send you this letter, asking for your help. For example, telling (or forwarding this message to) someone important in NOKIA GROUP. I have already sent the log of the update process to NOKIA Finland.

Please, help me, with suggestions too. I thank you in advance.

Best regards,
Fernando de Freitas

[petrib]

The phone has a two-year warranty from the date of purchase.

Also, the Nokia Frequently Asked Questions (FAQ) for the Nokia Software Updater (NSU) says the following:

40. My phone "died" during an update, what should I do?

Take the phone to your nearest Nokia Care point. If the phone is within its warranty period, Nokia will repair the phone under the usual warranty terms and conditions. If the phone is not within its warranty period, Nokia is not liable for any loss as defined within the End-User Software Agreement.

This is from the page http://europe.nokia.com/A4176094#40

So, the service center should not charge you anything for fixing it due to a failed NSU attempt.

[n95unhappy]

Thank you for your help.
Unfortunately, NOKIA Portugal is far away from resolving this issue.
They talk about not recovering the phone and, in this case, I can get no substitute and must stay with the dead phone!

Could you imagine having a BMW car, doing a SW update to your motor software and your motor runs no more! Should BMW offices tell you that your car is dead, there is no repair or substitute???

I initiated now the contact with NOKIA GROUP in Finland.

Thank you,
Fernando

[petrib]

I hope it gets resolved. Maybe you need to point Nokia Portugal to EU warranty and also the NSU FAQ and ask them to contact their supervisors/managers, for clarification.

[marlboro35]

Hi Fernando,

I´m having exactly the same problem as you have (had ?) I´m in Argentina and the 2 NSCs here are a shame for Nokia. One of them even tried to charge me with near USD200 for repairing the phone.

Can anybody confirm that Nokia should repair for free phones dead in the process of firmware updating ?

It is enough hassle for users having to wait several days and wasting several hours on phone calls and emails trying to solve a problem caused by Nokia Software over Nokia cellphones, isn´it ?

At this time I´m waiting for a response from the toll-free Nokia Care Center that promised to call me back in 48hs to tell me how to proceed.

Being the N95 a near USD1000.- cellphone one would expect a better and faster treatment. We, the class of customer of this level of gadgets are very exigent and deserve a litle more for what we paid for. Don´t you think ?

Regards,
Alberto Lopez

PS: BTW Fernando, how did your problem end ?

Message Edited by marlboro35 on 27-Nov-200703:42 PM

[stop_gap]

This may or may not help revive a dead phone...

Turn your phone off.

Hold down (all at the same time) * and 3 and Green (call button)

Whilst doing so, switch your phone on until you see the Nokia logo.

My N95 died in a very similar way when updating to v12 firmware and this revived it. This procedure is a full reset/format/flush of the phone, so it may clear things to a state you can try to reinstall the firmware from.

I really hope this helps

[marlboro35]

Hi stop_gap,

Thanks but already tried this. After a couple of minutes of handling the phone and figuring out how to press that 4 keys at once !!!

It made me remembering that old-days guitar lessons

But, nothing happened. All I get is a blank (black) screen. Only the backlight looks like turning on.

Anyway, thanks for your suggestion.

Alberto

[n100nxx]

Hi :

Im having the same prob. with my N95 after updating to ver:20.0.015

the phone gone dead all a have is a backlight.

has any one found a solution for this prob.?


from UK thanks in advance: Jorge fernandes

Message Edited by n100nxx on 24-Feb-2008 04:03 PM

[naheelja]

i also got the same problem. but i solved it. i turned off the 4n and removed the battery and charger. then reconnect them including the usb cable then clicked the retry button on update program. then it updated my 4n as normal.

[amit_rajderkar]

same prob with me also.

all I have is a backlight.

Given to nokia care, the technician told me for 20-25 days to recover from it.

I am from India, Mumbai.

Amit Rajderkar.

[n100nxx]

notting works for my 4n , just send it to nokia care should be ready in 2 days.

[n100nxx]

4n finaly working but after nokia care play with it I cant update to V12.0.013 and can't update to V20.

[yoseipt]

i'm also from lisbon and i left my n95 in nokia care center...althogh my question is: my phone was buyed in another coutry and i dont have sure if its on warranty, so nokia cover the repair if its on warranty or does it not?

[miguel420]

Hey mates!! just FYI i do not recomend you to update your mobile software i did it and for some reason in the midle of downloading i got my connection lost and my N95 died! Not only with me but heart lots of people complaining about that. Thank you NOKIA for kill my N95 no problem just 1,3k in my country very cheap! LOL

[tobbykhan]

under warranty, the careline must put right your phone... good luck

[synth_fg]

Ok

Upgrading the firmware for your phone is not a simple procedure, it is the equivalent of installing an OS upgrade onto a laptop

However it is something that you are better off doing as FW upgrades tend to remove bugs in the phone and sometimes introduce new features.

Now occasionaly it can go wrong, especialy if there are problems with your internet connection or PC.

A couple of rules of thumb,

1) Do not try unless you have a reliable broardband connection, If using a wireless router consider plugging your PC/Laptop in via an ethernet port, If your computer regularly looses and needs to re-establish connection with the internet then don't use it to update the phone.

2) When updating your phone do not have anything else running on your PC, start from a fresh boot and just use the NSU

If you are unsure or unable to do this then take the phone to a Nokia care point and let them do the upgrade for you

If you do attempt yourself and have problems and the phone is unrecoverable take it to your nearest Nokia Care Point, Provided the Warentee is still valid they will fix it for free.

[prince2k]

Hi,

There is a method to re-flashing a dead phone at home using USB. I have never ever done it by myself.  So I can’t guaranty any thing about, but to try as a last resort before it taking in to a Nokia Care.

I don't know whether it against the forum rules it is publishing in here.

if  any one interest to know about more, please let me know by sending a privet massage.

[mccbleue]

There is no approved means of flashing a dead phone yourself. Nokia Software Updater only works on phones that are switched on. The only other way would be to look for unofficial software to hack the phone, and in doing so risk causing further damage and turning a seemingly dead phone in to an absolutely dead phone.

If it won't start, do yourself a favour and get it professionally reflashed. 

[miguel420]

Hey mate!

I´ve tried everything ...even hard reset (pressing * + 3 + green botton) but it doesnt worked... i ve sent my phone to Nokia care already for lucky I still have guarantee but anyway thank you for your help =D

[Count_Juggula]

Hi All,

The reason that the official software update crashes and screws your world up is because Nokia want you to spend your hard earned monies on a "shiny new product".

This problem has happened to me a few months ago now but hopefully i can shed some light upon this gloomy subject.

Basically there is no easy fix and the phone needs to be re-flashed...

When the update was running and abruptly stopped it was updating files in the phones (for lack of a better word) BIOS

thus without these files being present the phone is how it was when it first rolled off the production line.... ready for flashing by an operative.... its dead, useless, unsightly and who would want a very expensive paperweight thats meant to have functions but doesn't??

The only way to fix is to contact a care centre (which are quite frustrating to talk to via email due to it being like a game of chinese whispers whilst you are bounced back and forth through different departments and line managers) or by spending a pretty penny on a peice of kit (for FLASHING mobile phones) called JAFBOX (with additional extras) and re-flashing the phone yourself.... but i recommend visiting local shops that specialise in unlocking as its the same kind of principal and they would have the necessary software / hardware for the cause... or they would in a perfect, non capitalistic world! 

im in the market for a new phone now either way =( and for once it might not be a NOKIA after the current fiasco!!!!

NOTE:-

THE MANUAL RESET(s) WILL ONLY WORK IF IT IS NOT A PROBLEM WITH THE PHONES "BIOS"

you can tell if the phone needs flashing by one simple test,

turn the phone on,

if there is a nokia logo and no backlight and the phone progresses no further (i.e. you don't ever get to the "handshake" logo) then it most likely needs re-flashing