Open Mouth, Change Feet…

For a moment there, I thought that Microsoft were improving. After a bad start in the process for rolling out updates for Windows Phone, they began communicating more transparently about the updates, and began rolling them out in a more timely manner. They even had Eric Hautala, General Manager, Customer Experience Engineering, posting weekly on the Windows Phone Blog about updates and their availability.

Alas, all those improvements would appear to have come to a screaming halt. Yesterday, Hautala posted about a new Windows Phone update – 8107 – but also stated that it would only be available to those Carriers who requested it. Cue instant uproar from Windows Phone users who fought for improvements in the update process in the first place because Carriers were delaying the release of updates. And then to rub salt into the wounds, Hautala also wrote that Microsoft won’t be individually detailing country, model, and carrier details on the Where’s My Phone Update? site any longer.

So much for a more transparent process.

And what is in this update – 8107 – that carriers can elect to request, or not? Well, according to Microsoft it seems to have some pretty important bug fixes:

    • On-screen keyboard. Fixes an issue to prevent the keyboard from disappearing during typing.
    • Email. Fixes a Google mail syncing issue.
    • Location. Fixes a location access issue. With this fix, the Me feature in the People Hub sends anonymous information about nearby Wi-Fi access points and cell towers to Microsoft only if you agree to allow the Check In function to access and use location information.
    • Security. Revokes digital certificates from DigiCert Sdn Bhd to address an encryption issue.
    • Email threads. Fixes an email issue related to Microsoft Exchange Server 2003. With this fix, when you reply to or forward a message, the original message is now included in your response.
    • Voicemail. Fixes a voicemail notification display issue that occurs on some European and Asian networks under certain conditions.

With the exception of the last bug fix, none of these are carrier-dependent, so why on earth is Hautala saying that we will only get these fixes if our carrier requests them? Frankly, I find this a staggering misstep by Microsoft. How to destroy customer trust overnight… I really am scratching my head trying to work out how an organisation that sets up a function called “Customer Experience Engineering” can do any worse.

About Geoff Coupe

I'm a British citizen, although I have lived and worked in the Netherlands since 1983. I came here on a three year assignment, but fell in love with the country, and one Dutchman in particular, and so have stayed here ever since. On the 13th December 2006 I also became a Dutch citizen.
This entry was posted in Consumer Electronics, Organizations. Bookmark the permalink.

2 Responses to Open Mouth, Change Feet…

  1. al feersum says:

    Well… I got my update today. 10 patches, takes about 40 minutes.

    1. On Screen Keyboard Issue
    2. Gmail sync issue
    3. Location access issue
    4. DigiCert Sdn Bhd revocation
    5. Exchange mail issue
    6. Voicemail notification issue

    When I got my Lumia from O2, there was a leaflet tucked inside indicating that there was an issue with displaying 3G/HSDPA icons on the status bar, even though the functionality was present, so maybe this has been patched too.

    Wonder what the other 3 patches are for? Gapless playback? Probably not – but if it is fixed, I’ll let you know.

    • Geoff Coupe says:

      Yep, it came through here to my phone as well. It came direct from Nokia’s servers, since my phone is an unlocked and carrier-unbranded phone.

      I got both the WP OS 8107 update, and a Nokia firmware update (to improve battery life and WiFi). See http://allaboutwindowsphone.com/flow/item/14076_Nokia_starts_roll_out_of_secon.php

      What I find frustrating is that Eric Hautala still hasn’t responded to the 270, and counting, negative comments on his original post. People have been asking him to clarify the update process for unlocked and unbranded phones, and surely he could have done so. Radio silence is not a clever tactic, particularly when you are supposed to be a General Manager of Customer Experience Engineering…

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s