download problems

[spol]

Hi,
We're getting support emails from customers telling us that they failed to download an application. We're also seeing posts from irate customers who have paid for the app. I have sent a couple emails to Ovi support over the past couple of days and no-one has replied. Is anyone else experiencing the same difficulties?
This problem started after the recent update to the system.
Thanks,
Spol

[freysbag]

Hi Spol

We are experiencing the same problem with our products. Users are telling us that they can get through the whole process of purchasing and then at the end they cannot download the application. We've gotten both e-mails and very negative reviews from people demanding their money back because they say that they receive a receipt by e-mail from Ovi that they have been charged for an item they never received. This all happened after the big update last Friday.

Also, we have another big problem with our products in Ovi. When the search function began to show results when our keywords were submitted, there is a big change that the user ends up with content files that are not designed for the device that the user is registered with.
For example, when a 5800 XpressMusic user submits some of our keywords, the search function suggests products designed for 3rd ed. devices, and the worst thing is the user is never stopped in the process of purchasing the wrong app-version and end up with an application that doesn't even run on their devices. The distribution parameters are for those produces all correct with no overlap and the wrong content-items are only shown when searched. I've sent Nokia support a few e-mails regarding those issues but unfortunately haven't receive any replies.

[spol]

the user ends up with content files that are not designed for the device that the user is registered with.

Thanks for the reply Freysbag,
We also have releases targeted to certain devices. That would explain the install errors some customers are complaining about. Is it possible to explain to customers how to obtain the correct version?

We've gotten both e-mails and very negative reviews

The reviews are very, very bad. This can only have a very negative effect sales.
Up until last Friday, customers who downloaded our trial versions couldn't find the full version. Now that they can find the full version, they're not getting the correct release for their phone.

Man, Ovi is such a mess.

[jmagic]

Maybe there's something wrong with mobile device detection or session handling.

I have an application which is only available for N97. Still, this month I see 5800 and N96 in the report - and of course the good old "unresolved". Last month there was a purchase with E66?!

[OviStewey]

Hi

Please send the issue to publishtoovi@support@nokia.com with subject: download problems and indicate in body

name of publisher
name of content item
issue

Thank you