Responsibility for Galaxy Nexus Update Delay?

[Devils8]

I have had similar problems to those many of you have described, the most annoying being the absolutely absurd battery life.  I have spoken with numerous Verizon representatives, one of whom told me (weeks ago) that he could not tell me when the update would go out because it would occur at different times in different areas. OK, I guess that makes sense. Then after a couple more weeks, I was told that Verizon is actually not responsible for the delay, but that it is the "manufacturer" who is causing the hold up. The manufacturer? Would this be Samsung? That doesn't make much sense, as the mythical update is a software update, so one would think it would be Google. Either way, I have been a Verizon customer for years but am seriously considering another service. Just sick of the run-around and dishonesty. Don't sell a phone with an atrocious battery life, but assure customers that it's just a software problem and will be fixed soon, then not only do nothing about it but give evasive, conflicting, and possibly misleading statements to customers. Honesty would go a long way here. If Verizon simply announced they were having trouble getting the update up to quality standards, it would still be annoying, but at least one could have some trust in the company. As it is, after speaking with several Verizon reps and doing some research online, I have absolutely no clue why the update is delayed, when it will be released, and whether it will even fix the battery problem.

[Jbarros237]

Amen!!

[Tidbits]

Devils8 wrote:

I have had similar problems to those many of you have described, the most annoying being the absolutely absurd battery life.  I have spoken with numerous Verizon representatives, one of whom told me (weeks ago) that he could not tell me when the update would go out because it would occur at different times in different areas. OK, I guess that makes sense. Then after a couple more weeks, I was told that Verizon is actually not responsible for the delay, but that it is the "manufacturer" who is causing the hold up. The manufacturer? Would this be Samsung? That doesn't make much sense, as the mythical update is a software update, so one would think it would be Google. Either way, I have been a Verizon customer for years but am seriously considering another service. Just sick of the run-around and dishonesty. Don't sell a phone with an atrocious battery life, but assure customers that it's just a software problem and will be fixed soon, then not only do nothing about it but give evasive, conflicting, and possibly misleading statements to customers. Honesty would go a long way here. If Verizon simply announced they were having trouble getting the update up to quality standards, it would still be annoying, but at least one could have some trust in the company. As it is, after speaking with several Verizon reps and doing some research online, I have absolutely no clue why the update is delayed, when it will be released, and whether it will even fix the battery problem.

I have expressed this would happen BEFORE the device came out in December.  Google is responsible for the software, but Samsung is responsible for the hardware, AND the drivers required for the Kernel.  Google also pushes out the update themselves and does NOT use the typical FOTA system Verizon uses.

You can blame Verizon all you want and move on.  Without knowing exactly what the Nexus Line entails it's an unfair judgement.  Probably one of the reasons Verizon didn't pick up the Nexus One or the Nexus S in the first place.

[Devils8]

Well, first of all, I blame Verizon because they are the who I am paying for the product. At the end of the day, they are responsible to their customers. Second, if I had any idea what the problem was, whether it was being addressed, when it will be addressed, etc., I would put so much "blame" on Verizon. If they have no control over when the update goes out, and no idea when it will happen, then one of the 5 or 6 Verizon representatives I have spoken with should have just been honest and told me. But I was always led to believe that the fix was right around the corner. It wouldn't be such a big deal, but for the fact that this is an expensive piece of technology I am paying for, yet I now own the first cell phone of my life that can't hold a charge past 4 PM. And that drops calls, sometimes 3 or 4 times within a 45 minute conversation. These aren't trivial problems. Some of them may be Google's responsibility, but I have no contract with Google and no real idea how to actually speak with someone from Google.  Meanwhile I'm paying Verizon hundreds of dollars, so it's not unreasonable to expect them to clear up such issues, or if they cannot at least give a full explanation. Had I been told, over two months ago when I got the phone and realized how terrible the battery life was, that they really had no clue when the "fix" would be released, and that it could very well be months, I would have returned the phone. Instead I was told (by Verizon, not Google), that it was a software problem that would be fixed soon with an update. That's a problem, and it's potentially misrepresentation. So I agree, Google doesn't look all that great now either, but since I have no contract with Google, and am paying Verizon a good deal of money, I think it's fair to hold them responsible for a product that is overall of high quality but that has serious flaws. You say that judging Verizon is unfair? Misinforming customers is unfair, and if it is done on as large a scale as it seems, judging by all of the message boards, customer complaints, etc., it could be a serious problem for Verizon. They aren't responsible for what Google does, but they are responsible for the legally enforceable promises they make to their customers.

[Tidbits]

so you blame BestBuy for a faulty TV that blips out in 6 months? You blame GameStop for selling an Xbox360 that has bugs? Verizon subsidizes the phone you chose and want to recoup what they subsidize. If you bought the device outright it would be no different. Do you blame a bank if something happens to your car or house?

[shagg]

Well said Tidbits. Verizon provides the service. They make sure you can send and receive calls and can access the data network. Devils8, If you want to update the firmware prior to official release, you can dude. ___-Developers has plenty of leaked software. You'll void your warranty, but then you can stop yer whining and crying.

[Devils8]

shagg, do you work for Verizon? When someone buys a product, and is told as part of that purchase that an update to fix a crucial flaw will be out very soon, and it's not, the customer should not have to void his warranty by downloading leaked software. So I buy a Mercedes, and the fuel pump is broken, but Mercedes has no replacement pumps and can't tell me when they will be available. According to your logic I should just take the car to some shady mechanic and void my warranty, and suck it up? That makes sense to you? And like someone else pointed out, when you advertise a phone as top of the line and the battery lasts 7 hours, that's a serious problem. I don't understand how anyone can not see that. And while mistakes happen, a company should at least keep its customers informed as to what is going on. Verizon, and Google as well, are seriously damaging their brand names with the way they rolled out the Nexus and Ice Cream Sandwich.

[fastearle]

Verizon sold me the phone.. They ARE responsible for its functions. This just happens to be a phone that doesnt have all that verizon crap you cant get rid of, which makes it cool but, All the other brands dont have issues? they do and they get resolved timely. Whats the diff here? Is isnt because its a Samsung..... So what gives? I paid for this "Flagship" phone, they need to take care of the issues, whomever THEY need to talk to to get it done. The only blame is the seller as far as im concerned.

Now, I know its a new phone design and all that and I can live with some bugs because of it. (Software or Hardware)  But this is taking far too long to fix the critical issues and I know most would agree. I travel a lot and cannot afford to keep dropping calls.

I agree with most of the customer service issues listed here, they suck at it and simply do not care about anything but the commission they get when they sell... Hence why they wont take the time to help an existing customer....

[Tidbits]

Really?  So you blame your bank for selling you a car that was defective or had some problems?  You blame the manufacturer.  You blame the dealership(which didn't produce the device), but are CONTRACTED to sell and REPAIR your car, but still don't blame your bank.  Verizon isn't contracted to repair your device, but are obligated by the manufacturers warranty agreement to send you a replacement on behalf of the manufacturer instead of having to send your device to the manufacturer.  I know you don't blame BestBuy for your Xbox 360 getting RROD, but you'd take it to MS for repair or replacement during the warranty period.

So all I see is a double standard going on all the time with threads like this.

The Galaxy Nexus was NEVER advertised to be "flagship" consumers dubbed it a flagship device. Also you claim other devices don't have this problem?  Want me to link the complaints about other devices and connectivity that are also 4G devices?

[kabull]

I am sorry, but this is a bit different than products carried at Best buy etc.  A universal product with no reliance upon a service provided by Best Buy thereafter.  You can buy the same TV at many retailers and whether they perform up to their standards has no bearing on the store.  This phone does have to work with Verizon to provide the service.  It behooves Verizon to make sure the products that they are selling work with their service correctly.  I think most consumers assume that is a given.  I would also assume that Verizon, Samsung and Google would all be on the same page and be working in alliance to satisfy their consumers.  That isn't the case here.   I realize that the cellphone market is competitive with each carrier trying to get an edge.  Yes, we took a chance buying a new product.  However, I believe we thought it had been well tested.  I am not put off by a few bugs along as they are dealt with swiftly and honestly. I think I have been patient.  However, when  phone doesn't work for the very purpose it was intended it is a bit aggravating.  And then to be told a different thing on a different day from each company is a bit ridiculous.  OH, and if Best Buy sold a TV that numerous consumers found faulty and "had bugs" they would stop carrying it.  

[Tidbits]

I already pointed it out. You chose the device and chose to get it subsidized. In return that subsidization has to be paid back much like acar loan.

[headonbackwards]

So, if I were to purchase a car from, say, Toyota, and as part of the sale, Toyota provided a financing option for the vehicle as opposed to demanding full payment up-front. I should be appreciative of their generosity and not worry about a sticking accelerator pedal? I get the gist of what you're saying, but I don't think Verizon or any other company could ever be found guilty of rampant altruism. The phones are subsidized, but the two-year contract is the price we pay for the subsidy.

The company presented the phone in a way that suggested it would be a premier product. Having identified issues with the phone, they further set expectations by stating an update would be released within a month. After a three month wait, it'd be nice to get some additional information about the status of the update even if it doesn't reflect favorably on Google, Samsung, or Verizon.

Personally, I'll wait and hope they're taking their time to get it right and make me happy. Verizon, for their part, could suck it up and help set realistic expectations for everyone.

[Tidbits]

You made one error. Toyota is the manufacturer not the company that gave you money to buy the Toyota. When that pedal got stuck for some people they blamed the manufacturer and not their banks.

[Davidoo]

Not sure why a couple of you on here keep making excuses for Verizon and feel they have no responsibility.  They continue to sell and make money off of these devices that don't work correctly out of the box.  Please don't act like they are doing us a favor by subsidizing the device cost.  Verizon is making money off the contracts, don't think they are not doing well.  I have no problem with that and applaud them for being profitable.

The issue is the continuous release of technology that doesn't work, while we pay full price.  What else can you buy brand new out of the box, knowing it won't work right, not knowing when they can fix it, but still requiring you to pay full price?  How ridiculous to say "just flash a new rom" or root the device to get it to work.  Devils8's new car example is spot on. 

Their advertising says nothing about "if you want to be able to use your phone to all its capabilities you will have to go to untrusted websites and download unproven software, hack into your device's operating system and hope it works.  If you do this and it goes wrong, don't come back to us because you voided your warranty."  I wanted the Nexus because I hate the bloat on other phones and this was a chance to get rid of it and use the programs I want.  I live on the edge of a 4G area so I can't use the Nexus because it doesn't work at my house.  I actually have a full-time job and can't just sit in my basement all day searching the internet for software to make my phone work.  I pay Verizon almost $200 per month and I expect something I buy from them to work perfectly out of the box.  Why is that unreasonable?

I still have my Charge that I got last May.  Same thing here. Got my Charge home and no 4G although according to the maps and Verizon reps I am in a solid 4G area.  It took them 7 LONG MONTHS (from May to December) to get the software update out for the Charge to make it work.  Now the Charge is a pretty darn good device and I get solid 4G at my house in the same spot it would not work before the update.  Folks, we're all being scammed.  For those of you who have the Nexus and think you are getting an update anytime soon, I wouldn't hold my breath waiting on it.  

[Tidbits]

One could say "Why blame Verizon for devices not made by them."

Keep giving manufacturers a free pass. I have said this on multiple forums not just this one. Manufacturers are in charge of the software and hardware.

[headonbackwards]

And yet a Verizon representative was able to promise a update within a month. Curious. Have you considered sharing this with them as well?

Oh, you might want to call Toyota while you're at it. Apparently, they're confused.

http://www.toyotafinancial.com/consumer/tfs.portal

Then again, a Toyota is merely an assembled vehicle composed of parts made by any number of vendors, so Toyota is infallible too. 

[Tidbits]

headonbackwards wrote:

And yet a Verizon representative was able to promise a update within a month. Curious. Have you considered sharing this with them as well?

No one in Verizon will ever know of an update for ANY device.  Verizon Customer Reps will not know of any update for any device unless they had formal training BEFORE the update comes out.  With a Nexus Device tech support starts and ends with Google.  One of the reasons why the Nexus One was never sold on Verizon or Sprint.  Nexus S was sold by Sprint, and tech support was still handled by Google(check their forums and people like me will say go to Google tech pages).  Why would the Galaxy Nexus be different? Because you want it to be?

[headonbackwards]

For a company held hostage by the whims of Google, they sure took some liberties with the Nexus build. I don't recall seeing Google Wallet, but that's insecure when Isis, a competing payment system Verizon has a vested interest in, is on the way.

Again, it's all about setting expectations. If Verizon has no control whatsoever, perhaps they should be more specific when addressing their customers. They should also refrain from BRANDING PHONES if they're completely helpless.

[Tidbits]

Google Wallet was never installed on one device officially other than the Nexus S.

When the hacking community figured out bugs and other ways to get them onto other devices this is when problems were found.  It was brought to Google attention, and Google shut it down to find some fixes to correct the issues, and still today it's officially able to be used on one device.

As I said before with Isis.  Google Wallet can be made to work, and IS NOT competing with Isis.  Paypass is MasterCards product which Google came to an agreement to work with.  Isis can do the same when it is ready for them to push it out.  If there was a 3rd type of NFC payment out there and Google can work with that as well.  Google is NOT competing with Isis, Paypass, and the like.  They are just a distribution tool.

You guys are setting the wrong expectations.  Giving a free pass to manufacturers gives them the power to slack off and not actually fix their products.  Without them doing the source work then nothing will be done.

[headonbackwards]

How do we go about doing that?

[DroidudeAZ]

Tidbits, I had a Level 2 tech at Verizon tell me in Febraury that an update was 'scheduled' for sometime toward the end of March, then in March, another level 2 tech at Verizon said that the update would be happening in April, 'according to information they had access to'. Neither has materialized. I agree that Verizon doesn't talk about an update until its on the verge of being released, so were the tech's trying to placate me or did they have info that didn't pan out....interesting.