Recently I was in contact with the HMD Global/Nokia support team and I had two very different experiences. The first support person I was in contact with I explained my situation and wanted to know why my Nokia 8 had not received the Android Oreo 8.1 update and the April 2018 security patch. They were extremely friendly and happy to assist. They tried a number of different methods to force the update and were not sure why some Nokia 8 devices received the update and others did not. I was told to contact the support team again later on in the week if the update had not arrived. My second support contact was no where near as friendly or helpful however.
Unlike the first support person I was in contact with, the second support person was hostile, rude and did not seem interested in helping me at all. As the first support person instructed me I let the second support person know what was happening and that I was told to ask for further assistance if the update had not arrived. This second support engineer did nothing or try to find answers to my problem. Instead all they kept responding with was to “just wait and the updates may come”. This right here is not really reassuring to a customer who just wants a little explanation as to why this is happening and to be so rude and completely unwilling to assist helps no one.
Yesterday I got a little notification on my phone that allowed me to update to Android Oreo 8.1 and also update to the March 2018 security patch (not the April 2018 security patch unfortunately). I will be closely monitoring the situation and if HMD Global/Nokia continue to delay patches to their Android smartphones then I may have to bite the bullet and buy a Pixel phone in 3 years time.
I was really hoping that I would not have to write this post.
When I was looking for a brand new Android mobile phone, one of the requirements that I had was that the mobile phone would be supported by Google and the manufacturer for at least three years (two for the major Android OS and three for the Android security updates). The only manufacturer that I could find that met this requirement was HMD Global/Nokia (not including Google) and why I chose to pick up the Nokia 8. On the Nokia Android home page it clearly states:
Regular security updates and two years of OS upgrades…
If you navigate to the Nokia Smartphone Security Maintenance Release Summary page you can see that HMD Global/Nokia are pushing updates to various Nokia mobile phones (including the Nokia 8). However, not all models are receiving the updates. The security patch release information is done on a Device – Build_number basis it appears. My Nokia 8 has a Build_number ’00WW_4_390_SP02′, which unfortunately does not appear in both the March and April security patches.
When contacting the HMD Global/Nokia support team about this, they could not provide a valid reason why my Nokia 8 was not getting the security patches even though my device (not the build number though) was listed in the security patch release. Looking through the forums shows the same confusion and frustration from other customers. Some sort of answer would be greatly appreciated by HMD Global/Nokia.
Has HMD Global/Nokia gone back on their promise of regular security updates? I would say partially yes. They are updating some devices but leaving other devices based on build numbers it would seem. In saying that however how regular is regular? Is a monthly security patch regular? Is a two month or three month interval regular? Right now I wished that HMD Global/Nokia would have been more specific about the regular security updates. To their credit though, compared to Samsung, LG, HTC, etc. they are trying to ensure their devices are up to date.
Recently I came across an article on The Verge discussion manufacturers lying to customers about the security level on their Android devices. That is even more concerning. I would not want to “update” my mobile phone only to not be properly protected even though it appears that it is protected. Hopefully HMD Global/Nokia is not one of these companies.
Right now I am sitting and waiting for the latest security update for my Nokia 8. But if it never arrives then when it comes to buying a brand new mobile phone it may be time to switch to another manufacturer. Perhaps going back to the Google products (RIP Nexus line) and buy a Pixel mobile phone is the only option. Are Android security patches and OS updates worth the premium price of those Pixel phones? For me the answer is yes. I would happily pay more for a device that is supported and updated timely.
I will update this post if my Nokia 8 receives the April security patch, but will not be updating it after April as a two month gap between security patches is not regular IMO. Am I making too much of a fuss? Or should HMD Global/Nokia and other manufacturers take more responsibility and ensure that customers are protected while using their devices?