Like to share my recent experience with you on my encounter with Nokia Careline (customer service).
My N95 died (RIP).... and I bought a 5800XM. I tried to install my backup data from the N95 SD card to the 5800XM but it cannot read the backup.arc inside the backup folder. Wrote to Nokia ask about updating from the N95 SD card and was told that the 5800XM is capable of reading the data from the N95 SD card. They even suggest that in the event the 5800XM cannot read the data I may have a defective card. I reload the Card into another N95 and it restore without any problem.
I wrote back to Nokia and this time 'after consulting with their Technical team' the N95 backup data is not compatible with the 5800XM due to the difference in O/S version. There is no suggestion on how to resolve my problem. I wrote back again asking them 'How can I transfer my data from the N95 to the 5800XM' only then they told me to upload the data from the N95 to PC Suite and using the backup data from PC Suite to update the 5800XM. The level professionalism shown by this company..... is truly disappointing.
My biggest surprise is their newer model phone does not have backward compatibility.... This really Sucks! Time to look at Blackberries...