OS Updates and the Customer Repercussions

OS Updates and the Customer Repercussions
In the world of marketing, to stay silent is as wrong as creating propaganda. Once products and services enter the market, it is as if the concerned companies have left for a long vacation. What all organizations should realize is that it is a customer right to know why a product failed to live up to the promise. Very few stand and acknowledge feedback. Apple Inc recently braved the storms, and now it is time for Google to do the same.
Starting this month, Android Jelly Bean 4.1 is expected to enter various devices as the latest upgrade. However, hopes are not as high among customers. So far, the OS that has been most successful has been Gingerbread 2.3. It is still unfortunately running on most devices because of failure in upgrades. Already, it is viewed as a means to trick customers into buying yet another device because the devices reject the upgrade.
Presently, Microsoft and Google Inc are facing a similar crisis. Carriers, in the past, apparently blocked bug fixes and updates for Microsoft’s Windows 8 OS and Android JellyBean 4.1. Manufacturers are being accused by analysts for intentionally blocking OS upgrades to encourage sales by having customers buy new devices.
Since Google has not offered an explanation, many assume their attitude is now one of indifference. Despite tremendous success in smartphone sales, a long history of unpleasant experiences with Android OS updates has tarnished the company’s reputation. With eight versions in four years, their updates are considered as generally very slow in gaining entry on devices and when they do, are recurrently fragmented. Whatever the reasons may be for the lack of improvement, Android will not be the only affected party, but so will the manufacturers as they will see their sales affected.
However, most recall when Google did in fact respond to complaints a year ago, regarding update problems, which they referred to as “Android Update Alliance.” This was presumably an attempt by Google to have manufacturers and carriers comply with Android OS upgrades on a timely basis. No mention of the alliance has been made since.
Innovation is admirable, but more than that, it is when companies bring the human aspect to the forefront that marks the overall success of the company. That is why customer service has now become priority in business practices. Technology events are famous, or rather infamous for creating hype. Their launches of new devices and operating systems are convincingly presented, with an expertise to tempt even the most technologically ignorant. The more the excitement, the greater the disappointment, as was seen with regard to the recent Maps app on the iOS6. The company was certainly not used to the backlash it received. The formal apology given to users, however, seemed to have softened the tone of complaints. The apology was followed by offering their competitor to install the application that was formerly in use, and also asked app developers to work on improving it.
Mobile applications are one of the main reasons why users choose a specific OS. When the upgrade does not happen on time, both users and app developers are equally disappointed, the latter especially, because they have worked hard at creating and upgrading apps for the store, Google Play. They look forward to using mobile apps on newer OS versions which always promise a better experience than the former versions. If users do not get the opportunity, mobile developers will soon switch to other platforms.


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