My day job is spent getting technology products and services made, shipped and into consumer hands as quickly and efficiently as possible. With such a job comes pressures to release things that aren’t quite ready or have known issues in order to secure time-to-market or competitive advantages. I sometimes have to put a companies best interests ahead of the consumer, even if I worry about the outcome. I state all of this up front so that people will have a clearer view into my thoughts on the process of software updates and the need to just ship something.
However, given everything I just said I am here to say that the latest Gingerbread release of Android (2.3.3 for those keeping score at home) on the Motorola Droid X is an unconditional and complete failure. Very few software updates in recent memory have done so much harm to a well respected product, to so many people in such a short period of time. Don’t just take my word for it, go look at the US forums for the Droid X and see just how many people are having issues. It isn’t just a few upset customers, it is thousands of them.
What makes this entire process all the more terrible is that Motorola had an early access program for select users to allow them to “soak test” the release before the general public got it. Instead, it seems that the early access folks had only 48 hours or so with the update before Motorola and Verizon pushed this mess out into the world. Worse still, many of these folks were reporting issues and asking to slow the roll out until at least some of the problems were fixed. That didn’t happen, and now the Motorola employees on the forum have gone silent or suggested that the customers are simply not understanding the new update.
I am now left with a previously fantastic phone that reboots at least once a day, a battery that runs down in 7 hours, no working phone service if I dare turn on WiFi, a confused GPS sensor and an uglier user interface than I thought was possible to have. Worse, because this new update is “better” than the previous Froyo release, there is no root access and thus no way to copy off the system log files or take screenshots to prove that all of this bad behavior is happening. Bravo Motorola, you’ve turned my once useful phone into an expensive, defective paperweight.
I have certainly learned my lesson from this exercise. The next time I buy a phone I will make sure that it is fully unlocked, fully modifiable by the user and completely supported by the manufacturer rather than hoping that support folks will step in and do “the right thing” to help customers out. Shame on me, indeed.