Motorola’s Empty Words Leave Consumers Irked

October 8, 2012, By Sanjeev Ramachandran

If there is one thing that consumers don’t like, it’s companies that don’t keep their promises. Motorola is currently under heavy fire for not keeping theirs.

The company, after being inducted into Google’s net, had joined the Android Upgrade Alliance, and had given word that it would be airing out operating systems update to each of its phones for 18 months after release.

Phones like the Photon 4g was supposed to receive the update (an update to the Ice Cream Sandwich) as per the company’s new promise.

But the company silently killed off its pledge in a Motorola forum last Friday, leaving the Photon 4G without an update ever; other phones who got the cut were the Electrify and the Atrix 4G.

Motorola’s decision to go back on its word has resulted in many people, who are in the middle of their two-year contracts, to use their handsets with Android 2.3 Gingerbread.

The company had announced, first during the third quarter of this year and then in the fourth quarter, that they would be rolling out upgrades.

But despite these announcements, no reason was given on why they didn’t keep their word, nor for what purpose they had joined the Android Upgrade Alliance.

If it couldn’t meet the requirements of consumers, why would they give false promises?

Every now and then we hear about a smartphone-maker’s decision to upgrade their handsets to the latest Android version, and when that doesn’t happen the resulting hue and cry of consumers arise, and the whole old story continues. But his time, with Motorola, it is a different story.

Primarily because, Motorola had joined the Alliance and had promised an upgrade for 18 months following release, and this announcement had rocketed the sales of their devices.

Secondly because, Google now owns the company and people wonder why both the companies find it difficult to work in tandem and fulfill their words, and handsets.

For some consumers, this laid-back attitude of Motorola is the last straw. Many owners have reportedly registered complaints with the Better Business Bureau, while others have said that this would be the last time they would be buying a Motorola.

In spite of the company offering a $100 credit to anyone who wishes to purchase a new one from the company, consumers are labeling Motorola’s business practice as ‘appalling’. “There are very few companies that I have felt I needed to boycott,” said Danny Brewer, who owns an Atrix. “But Motorola has just earned that honor.”

The Ice Cream Sandwich upgrade was released to manufacturers a year ago, and many phones have got their upgrades, while new devices are released with that Android version. While it is true that the Gingerbread version is perfectly usable on a smartphone, consumers want to keep up with the times and be updated.

Moreover, the upgrade brings in a lot of security fixes and enhancements that could improve a user’s smartphone experience. When a company promises and invests in it’s consumers under contract, and keeps their word, then consumers form a bond of trust with that company.

More than the just getting an upgrade, it’s the brand of loyalty that matters here. And Motorola has just shaken that pillar.

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