Whilst surfing I came across this snippet of an interview with Nokia from almost 10 years ago in which they acknowledge that the customer experience for the N97 was "a tremendous disappointment".
Now, I know that many people would say the same about their experience with HMD's Nokia phones - not everyone, and probably not most, but a significant number of people would say the same. India, in particular, seems to have some terrible stories when it comes to customer support.
The N97 was Nokia's new flagship at the time and required many updates to fix bugs and get the software working as was expected. Despite a large number of sales it was a bit of a PR disaster for Nokia due to the high profile flagship status of the N97, contributing to their demise.
We can draw parallels between this and perhaps the Nokia 8 (in my experience the initial software was fine, but the upgrades to the Pro camera and to Pie were not well executed) and more recently the 9 PureView, which as we know suffered from issues with the fingerprint scanner and also rather imperfect performance from the camera app at some times.
Do HMD take note of these lessons from the past? What do they think about them? What importance to they put on customer experience? And who has taken over responsibility for this now that Pia Kantola has left (former VP of customer experience)?