Okay Geek Farm
The update blame game strikes Windows Phone 7
Daniel Carey
Microsoft began to roll its first Windows Phone update two days ago, however, what was originally thought to be a trouble-free update has since turned into a major catastrophe for select Samsung Omnia 7 handsets. Owners of affected devices are reporting that after updating to Windows Phone’s latest build, their smartphones were no longer operable — aka total bricking. As a result Microsoft has since pulled the update. But for those few devices, the damage has since been done. Ultimately this prompts the question: Who’s to blame?
And so begins an issue associated with all software updates: the blame game. ‘The blame game’ as it’s called, isn’t a new concept in the world of smartphone updates or software updates on a much grander scale. No, in actuality, for as long as developers have pushed updates to hardware there has been the inevitable glitch. It is overly frustrating, one moment something is working fine, and then the next after updating, compatibility is broken. More than not developers rush to the aid of such instances, pushing another update negating the previous, however by all measures it appears as though little is being done in Microsoft’s case.
I’ve been reading several accounts of frustrated owners around the net, and all point back to one scenario: the dreaded customer support loop. For those that don’t know what I’m talking about, “the dreaded customer support loop” occurs when too many companies are involved with one device. Take this update for instance, there are three companies (Microsoft, Samsung and T-Mobile UK) all claiming little responsibility towards the matter, and in the end only the consumer winds up paying the consequences.
A recent thread on ZDNet as pointed out by Technology Journalist, James Kendrick, highlights the ‘highs and lows’ of one unlucky T-Mobile UK customer. User, ‘Thelondonthing’ on ZDNet, highlights his experiences thus far:
“Microsoft, via its Twitter support feed, is directing users in my position to return phones to carriers for replacement. When I spoke to my carrier, T-Mobile UK, they pointedly refused a replacement, saying it’s “not our software”, and referred me to Microsoft, as it was Microsoft’s update that killed the phone.
The staff I spoke to at Microsoft for the best part of an hour were sympathetic, but claimed they were unable to assist, as there was literally nothing they could do other than sympathise - they don’t have replacement phones to send out, and they don’t have an in-house repair centre for end-user devices, so they referred me again to either my carrier or to the manufacturer, Samsung.
When I spoke to Samsung, they also gave me the “it wasn’t our software update” line, before accepting that the phone could be repaired under warranty - but they refused to guarantee a replacement handset if a repair wasn’t possible, and given that my phone is less than three months old, and that the clusterfvck occurred during ordinary responsible usage of my device, this seems less than satisfactory.”
It is this kind of support that overly frustrates me, and know this, I’m not alone either. As noted above, big companies are all but set to reap the benefits of releasing an illustrious product, but should it go wrong they’re no where to be found. Luckily for ‘Thelondonthing,’ T-Mobile UK gave into his complaints, the outcome however leaves little to be desired. According to his account he was told via T-Mobile that Samsung would send either a repaired handset, or replacement within “4-6 weeks.” Sorry, but that is totally unacceptable. Still, at least they are beginning to help consumers, albeit stubbornly.
In summation, I can’t help but say shame on you Microsoft, T-Mobile and Samsung. Next time you push an update make sure it doesn’t damage someones property.
Header image courtesy of viskas on Flickr.
