I was waiting for the train with the wife this morning and could hear her mutter a few curse words under her breathe. I stop reading my twitter stream, look over to her and am immediately greeted with a look of “Your to be blamed” for this.
I stupidly incite the upcoming verbal beating with a simple question “What seems to be the problem now?”
Wife: “Your stupid Microsoft friends have made a stupid phone!!!”
Me: “Oh? How so, like what is your beef missy?”
I soon realize that the time for joking with her and ending the sarcastic response with “missy” was not my brightest moment and definitely isn’t my great starting to a new day.
Here response is in the video below, but she has reached a point where she is over the HTC Mozart Windows Phone 7 phone. That is to say, she has made up her mind based on small bits of information around who is to blame and why.
I tweeted the saga live and saw a lot of responses with “That doesn’t happen to me” and “it must be hardware related” which is fine, I guess, yet you have to remember this is an average consumer who buys phones based on “pretty” and “angry birds” decisions only.
To her, this phone is broken and its Microsoft’s fault, end of story.
As an informed person of the whole Windows Phone 7 meets HTC hardware issues, I could easily sway her to the righteous side of things and explain how Microsoft relies on hardware vendors meeting quality bands and so on.
I did that.
Her response was simple and it was brilliantly executed in my opinion.
“Well when your iPhone smashed it screen, I didn’t see you finding the place in China or wherever it was made to figure out the solution. You took it into Apple store and you got it fixed.”
She has a point and to be fair, it is true. If iPhone has issues no matter what the case, I look at Apple and growl.
If a Windows Phone or Google Android has issues, we have three brands to look at and give a menacing growl at – Google, Hardware Vendor, and Carrier.
At some point, you have to figure out which of the three caused you the pain and then try to reconcile the problem with them and so on.
In the case of the Windows Phone 7, sure let us say it is hardware to be blamed? What do I do? Do I attempt to spend my entire lunch hour negotiating with Telstra drones who often hide behind the “look we just sell phones, we don’t do tech support, you need to contact this number…” and wait it out hoping and praying someone gets what you’re saying and either replaces the hardware or gives you some crap excuse about warranty.
In the iPhone land, I walk up to an Apple reseller like NextByte or Apple Stores direct, meet with their “Genius” (which is definitely an overloaded term in Apple Store setting) watch them attempt to figure out the issue followed by an immediate “we’ll have to send this way to get fixed for you” response.
You wait 3-5 business days and then you get an email saying your phone is ready but on closer inspection you soon realise it is not your old phone after all but a new or refurbished phone instead.
The point overall is this. The game has changed, Apple have reset a lot of the rules around not just the shape and operating system(s) of these devices and their features, they’ve also introduced us to a support workflow that despite it still having a lot of flaws and negativity attached after you meet with them, is still the one-stop shop.
My wife has seen me return iPhones due to cracked glass, she has seen me get them back brand new and has only noticed me getting angry at having to be without a phone for n-days.
To her, this is the way it should be to now encourage her to sit down at a Telstra store and figure a way around this issue is simply to hard basket thinking. She’d rather just withdrawal $799 from our back account, drive over to the Apple Store on the weekend, buy the new iPhone 4s and re-join the herd with all her other friends that own one.
You cannot argue with that either, its fair and reasonable thinking given the market conditions and aspirations being made around phones.
Thankfully though I still have an iPhone 4 without the “s” so I was able to convince her to not spend $799 but take my old iPhone4 given I now have an iPhone4s.
Now to buy an XBOX 360 Kinect with the money I saved…