Am I Satisfied…Not Really, Sprint and Samsung

In November 2012, Google announced the Jelly Bean release of the Android mobile phone operating system. The end of March 2013, the push of Jelly Bean in the United States to Samsung and Sprint phones finally commenced.

The process of updating the phones involves downloading over 500 megabytes in a single file called “Simple Upgrade Tool. It takes hours to download on DSL but promises 15 minutes to install to your phone.

The 15 minutes is about right, but there are a whole series of steps to process as part of that 15 minutes, some of which involve taking the back off the phone and removing the battery and replacing it, unnerving to those who are not tech-savvy, and great warnings that this “flash” of the phone could destroy everything you hold dear, so add an hour or more to your time for backups and syncs of everything, redundant if you are paranoid like me.

Let me backtrack a little to show you how complicated this doesn’t have to be. I got the notice a few weeks ago that an upgrade was waiting for me. Unfortunately, I was sitting by the side of a dying friend and priorities don’t include racing to my desktop computer to download a huge file for hours, play with batteries, and USB cords. When I was ready, there were no buttons, no handy reminders, no one-click options for me to process the update. Instead, I had to do a search all over the web until I finally found a news report that led me to the download instructions, wasting more of my time as I had to find the update rather than have it awaiting me on my phone. The past two updates have been the same. This is really dumb customer service.

All so far has gone well and my phone is running through its final stages of the Android Update. Yet at the bottom of the instructional page I find this request.

Samsung and Spring - Tutorial Feedback - Did we do a good job with this document.

The request is “Did we do a good job with this document.” Well, that’s the real question.

What I read is “Did we make your life easier with this entire process?”

Yes, the document was easy to read, had big pictures, and stepped me through the process, and it matched the process for the most part that I experienced.

No, the process was not easy. Why did I have to download this huge file for hours, tying up the Internet and slowing everything down on my drip of a connection? Why did such a huge file be necessary for what took less than 15 minutes to install as an operating system on my computer? What do I do with this half gig space waster program? Uninstall it? There is no follow-through on this, Samsung. Now what?

Why couldn’t I have just woken up and found a note on my phone that said, “We adore you and want to reward you for your payment of our over-charging fees and control of a monopoly in your nation that restricts a free market for easy-to-use, affordable cell phones, by giving you the chance to push a single button to give your phone a face-lift, making it more user friendly, faster, and not so taxing on the battery or your brain.” Fifteen, or I would have given you thirty minutes, you would have had a customer not just rejoicing but praising you to the world via social media and on every street corner.

I think of those living on their phones, no laptop or desktop computer in sight. How did they handle the update?

American mobile companies be warned. We’ve taken your abuse lying down for a long time. We’ve been apathetic for far too long. One day, folks. One day we will get smarter and let our dollars do the talking for us, and you will appreciate my recommendation that you make us praise you not condemn you.

Am I satisfied? Absolutely not. Do better.

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