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Motorola's Crappy Response On Why Devices Aren't Being Updated To ICS

Eric McBride
6

 

It really baffles me sometimes how often big companies treat their customers like absolute CRAP, and if I were a Motorola customer who owned the Droid X2 or the Droid 3, I would take my phone, jump in my car, drive down to Motorola HQ, find the employee who issued this unbelievably crappy official statement, grab his wallet, take the price I paid for the device out of his wallet, leave the phone on his desk, "persuade“ him to get in my car, drive to Google HQ (as they now own Motorola), walk in with the Motorola employee, find the customer relations department manager, make the Motorola employee tell the Google manager exactly what he said to consumers without changing a word of his statement, and then watch his reaction to see what Motorola's new owner thought about how he relays information.

What am I on about? The extremely craptastic response that Motorola gave to consumers in regards to why multiple devices aren't being updated to ICS. 

Owners of the Droid X2 and Droid 3 have probably noticed that they haven't seen an update to ICS, and now it appears that it won't ever happen, as Motorola's update schedule did not list these devices (and others) as being scheduled for the udpate. Fair enough. Maybe they are a bit too old (dual core isn't too old in my book) or have minimum hardware requirements that aren't met for the update (ah common..even low end devices can run ICS). But I do understand that it certainly can happen. But lets have a look at what Motorola had to say when asked about it:

“You may be wondering why all devices aren’t being upgraded to Android 4.0 (Ice Cream Sandwich). Here’s the deal. We work very closely with Google and cell phone carriers for every software update. And, obviously we want the new release to improve our devices. If we determine that can’t be done—well then, we’re not able to upgrade that particular device.”

That's it? Really Motorola? Well, to quote you're language, "here's the deal“: If the update can't take place, why not word it a bit like this:

"Dear customers. We have received many questions in regards to specific Motorola devices not receiving the update to Android 4.0, and wanted to touch base with users of our products to provide an explanation. Motorola works very closely with Google and phone carriers, and we work very hard to make sure that all compatible devices can receive Android updates. Unfortuantely, sometimes we are restricted by factors such as memory, processors, additional hardware, and carrier integration that can at times cause compatibility issues with certain devices and the newest version of Android. We obviously want to do our very best to improve our devices and to bring our consumers the newest software when it arrives, but unfortunately in the case of the Droid X2 and Droid 3, multiple incompatibility issues have led us to determine that these 2 devices will unfortunately not be able to receive the update to Android 4.0.

We deeply apologize for the inconvenience to owners of these devices, and encourage you to check our update schedual for devices that are planned to receive the Ice Cream Sandwich update. If you happen to own one of  the devices not scheduled for the update, we encourage you to have a look at the option of unlocking your bootloader and rooting your device, as there are multiple developers who have worked very hard to bring fully functional versions of Ice Cream Sandwich to these particular phones. We do naturally understand that this may not be the most practical solution, and will do our very best to ensure that we can update as many devices as possible in the future. Motorola is commited to the satisfaction of our customers, so please feel free to contact our customer support line if you have additional questions“.

Seriously Motorola, the last thing I expected to hear from the company Google just bought is that "if that can't be done, well then, we can't do it“. It's not always WHAT you're saying, but HOW you say it, and if you're the company that's supposedly going to help bring Android to the next level, you should do some major work on your people skills.

Picture credits: www.toonpool.com (edited by myself)

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Comments

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  • jesus corona May 21, 2012 Link

    i hope he get fired lol

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  • Eric McBride May 21, 2012 Link

    LOL :-D

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  • Jay chew May 21, 2012 Link

    well..not only Motorola...Sony Ericsson( now Sony) did the same thing...my xperia x10 isn't gonna receive any further updates..it got stuck at 2.3.3..Hell it has lots of bugs in it..sad to see these companies focusing in making money..its not the device can't support...its they wanting consumer to buy their new products

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  • Cam charles May 22, 2012 Link

    its bad and not the way things should be but its also not surprising in the least

    ive said it before but why not again, google needs to start laying down some law about phone updates and how fast they should be rolled out, google are in such a position now they feel comfortable directly selling a stable of nexus phones (albeit made by other manufacturers) but those phones will be governed by google and almost certainly get timely updates, why not just extend that to AT LEAST all top level phones.

    but anyway this actually brings up a good point, who the hell decides the "lifespan" of a phone, atm it seems like the manufacturers but thats rubbish because they want you too buy the new model, a logical time scale is the 24month average length of a contract with carriers but again carriers want you to buy the new model and renew said contract, there really needs to be a higher consumer affairs style body that sets a requirement for manufacturers/carriers to keep a device updated and what not but as if thats ever gonna happen, so we are stuck with companies chopping and changing an randomly deciding, without letting the public know when phones are "alive" or not

    @jay chew - your example is interesting, the x10 is a bit over 2 years old, which id say is a right around the end of it life, it would be out of contract the techs old etc (not some random lifespan ala manufacturers), id say its a good example of "upto the manufacturer" to decide if the phone has sold well enough, brought them enough customers to keep it alive with ics but id also its old enough for it to be a bit rich for consumers to demand it - jus sayin

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  • Eric McBride May 22, 2012 Link

    Good points Cam. I agree that Google needs to step in and get directly involved in this process if it ever wants to improve. Lifespan of a phone is also tricky, but I think you hit it on the head with 24 months. That sounds about right. Not completely fair, but I guess at some point support will need to stop. Only way around it would be to develop "lite" versions of android updates for older devices, but as fragmented as Android already is, that surely wouldn't help anything.

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  • CJ Brown May 24, 2012 Link

    This is indeed very poor Customer Service Relations (now that Google owns Motorola they had better work - RAPIDLY - on solving this problem by guaranteeing ICS updates OR buy backs on their older model DROIDS so that Consumers can get ICS immediately) ..

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