Dear Verizon Wireless
So I'm writing this post, somewhat of a tirade, on behalf of USA's #1 carrier! #1 in coverage, #1 in everything....Except customer service to non-iPhone users. In a way, this makes me admire Apple's way of dealing with US carriers. Not only are Apple's phones updated right away, they are updated without any intervention by the carriers, including everyone's favorite, Verizon. Now while I may admire Apple, this raises my blood pressure considerably with Verizon.
If a software manufacturer releases a phone on numerous carriers, I understand that it takes a bit of time developing that particular update to work with all five phones, as they run off different networks, frequencies, etc. Obviously, the phone I am going to refer to is the shiny Moto X. Now for a quick review of why I'm talking about this phone, I have made a previous post yesterday in a short rant why I'm dissatisfied with Verizon's abysmal OTA update cycle. In a short, concise way of dealing with people's rhetoric as to why I decided I would go with a phone I knew had an average camera: Stock Android with voice commands that actually work. I loved how accurately these features worked and decided I would go with this phone and attempt to deal with the camera issues. As the issues persisted, and I found the camera worse than previous 5MP camera phones I have owned, I realized my mistake was coming back to haunt me. Alas, Motorola responded to consumer feedback quickly, and an update was released almost immediately on TMobile. But my past experiences on Verizon quickly squashed any hopes of that, and now it's as if I'm a little hungry monkey in a pit while bananas are being dangled just out of reach.
I decided I would go to Verizon Wireless's community area on their site to see if maybe I could get some answers on there. Not to my surprise, there were numerous threads of disgruntled Motorola X owners wondering when they were going to get the update as well. The answers I saw? Generic, cover up responses worded to blame Motorola, claiming they "had not yet been sent the update."
First off, why would Motorola send the update to numerous carriers including US Cellular, but not to the biggest carrier in the United States? Why would Motorola not provide the carrier that got the Droid name on the map with an update to their phone? TMobile, a carrier that refers to itself as the "uncarrier" gets the update and releases it almost immediately to its consumers. Granted, there is a considerable amount less of consumers on its arsenal than Verizon, but that's besides the point.
One might think that Verizon is vigorously testing the software, making sure that all of the "kinks" are worked out with the phone before it is released to the consumer. But how long is this excuse going to be used before people such as myself get fed up with Verizon? I, quite simply, do not believe that there is enough people willing to stand up for this garbage that Verizon feeds its consumers when it comes to explaining why they're last in releasing updates for their phone.
I have suffered with the Droid Bionic, arguably tied with the Galaxy Nexus for the biggest shaft of any smartphone when it comes to carrier updates. I have also suffered with the Droid Razr and now my Motorola X. Why should a consumer have to root their phone for something they should already be getting? Why do I have to pay a ludicrous price for a phone that gets updates regularly on another carrier?
Okay, so you got the network down (except if you're anywhere in the city of Pittsburgh. You'll get five bars but you won't be able to send and receive any data whatsoever.) Could Verizon's consumer rating be inflated by full feature phone users giving them generous reviews over reception/call quality because data and software updates do not mean anything to them?
The truth is, there isn't enough of us out there standing up and doing something about Verizon's disaster of software support. No, the manufacturer isn't taking a while to send you updates, unless they're HTC. No, you're not doing the best to provide the best consumer experience for your phones. You're finding ways to put more of your crapware that I end up disabling anyways on my device. You don't care about your consumers, despite the fact that your generic, halfway passive-aggressive responses from your community forum moderators might want you to believe. You only care about finding more ways to extract money from your consumers, even the ones that have been with you for over 7 years now. Until someone does something about this, there will be more people like Lasinah: https://community.verizonwireless.com/message/1006112#1006112 giving generic answers that provide no definitive answer why Verizon's software support is absolute rubbish.
Hopefully people take the time to read this or spread the message to Verizon that people are starting to get pissed off with their Android support. You can only blame the manufacturer to an extent for so long. You can only lie to your customers for so long. Eventually, you can only keep your long term customers you have been lying to for so long. We are evolving past a reliable network. These devices do more than make phone calls now, and when we buy the device, we want the support with it. Provide the support, or don't bother selling the phone. Stop lying to your consumers, and do something about your problem. Invest the billions of dollars you make off your consumers into more people who can get the updates out faster to us.