Why is Verizon blocking the Cyan/Denim firmware update for the Lumia Icon?
james1114
Enthusiast - Level 2

The Lumia Icon I purchased was an expensive, high-end device. Implicit in my purchase was the understanding this device would receive continued support from Verizon. For some time, firmware updates have been available from Microsoft which improve performance, open new features, and make the Icon compatible with newly released Bluetooth devices. My Icon is less than a year old. I feel like i am a victim of a bait and switch. The total blackout of information regarding support for this device looks like stonewalling. The blocking of the aforementioned firmware update is detracting from the core functionality of the phone, particularly given the necessity of said firmware updates regarding the phone's compatibility with peripherals designed to be used specifically with it (like the Microsoft Band).

Is Verizon offering those who purchased the Icon trade-in value for an updated device (at even a 30% annual rate of depreciation, the Icon should be purchased back by Verizon for at least $400 in in-store credit), or retroactive proration of their service and release from their contract without ETFs? I think that would be fair. If the Icon's scheduled hardware update is incompatible with Verizon's network, this would be beyond Verizon's control. I would certainly understand if Verizon simply stated that offering the Icon for sale earlier this year was an error due to a miscommunication with Microsoft and that customers (there aren't that many of us) that bought the Icon would be refunded, now that support for the device has been discontinued and the phone retired (after only 6 months). However, the Icon was advertised as a flagship carrier exclusive, denoting Verizon's commitment to the platform (despite a myriad of retail experiences to the contrary).

Despite the low market share of Windows Phone and Verizon's known policy of steering customers away from Windows Phone (perhaps, because of the easier marketability of a duopolistic platform environment), Verizon still sold the Icon in its retail stores and, though not many, enough customers DID purchase the device in good faith. This is terrible business practice. If I purchased a $500 TV from Costco and, after six months of use, could not get it to work with my standard cable box, I would expect some kind of compensation.

If, at the time of my purchase of this device (at the cost of a good mid-level laptop), I was told that Verizon was not committed to the platform and that Verizon would not guarantee its facilitation of critical hardware improvements, or had I know the only way to receive new features on my device and/or critical software patches and OS updates would be to void the warranty of my phone, given that I wanted a Windows Phone (despite the less than subtle protestations of several Verison representatives and their more than obvious disdain for the platform), I would have gladly chosen another carrier.

If this were a matter of a $20 set of earbuds that broke after a few months of use, or a desktop charger with a faulty connection, it would be forgivable. But, this is the matter of a $500 high-end device that was initially heavily advertised by Verizon, itself.

I really hope Verizon makes this right.

Labels (1)
26 Replies
james1114
Enthusiast - Level 2

Wow, you're putting a of faith in Verizon, here. What give you the  impression Verizon cares about your user experience on Windows Phone, I mean, besides the fact they haven't released an update for you device since you bought it? You should be angry about this, not making excuses. They took your money for a device they vaporwared after only six months!

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Tidbits
Legend

Nope it doesn't work that way... No software manufacturer in their right mind will give proprietary code for someone else to modify. Android doesn't do this either. Manufacturers have already admitted on multiple occasions carriers touch no code. The manufacturers give options to carriers and do all the coding. Please stop spreading that FUD anymore.

There is no way in the world Microsoft of all companies will pass proprietary code for others to modify...

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Ann154
Community Leader
Community Leader

Microsoft isn't finished with it or is still getting the certifications from all the various organizations/companies that have an interest in the hardware, radios, etc. Microsoft has stated that the update is planned for early 2015.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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james1114
Enthusiast - Level 2

It's been released to carriers. It runs on the 930 overseas.

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grafixguy
Contributor - Level 2

Besides the rather ambiguous "early 2015" how do you know that Microsoft isn't finished with it? How do you know more than anyone else? All you're doing is guessing. I get that your THINK you're helping but all you're doing is pouring gasoline on the fire.

If you have nothing helpful, please don't comment. Icon owners have been lied to and kept in the dark for many months. The actions of Verizon Wireless and Microsoft have been appalling and are indefensible.

EricGrover
Enthusiast - Level 1

In fact, Microsoft originally promised to roll out Denim, for the Icon specifically, by the end of 2014.  Joe B. from Microsoft announced in December that Denim was coming to the 928 and the 822 in December and that it would roll out to the Icon in "early 2015".  This was a ruse to slow walk Icon users.  Denim for the 822 and the 928 didn't include a firmware update, just an OS update.  It was Denim in name only.  This gave the appearance that VZW had tested and approved the firmware update and that it was just a matter of rolling it out.  The truth is that Microsoft was never able to get Verizon to approve the Cyan update for the Icon, and there is no evidence that they are having any better luck getting them to approve Denim yet. 

I won't believe Denim is coming to the Icon until I see it actually installing on my phone.