Punit Soni, VP, product management at Motorola Mobility, has only been in the job a few weeks, but has taken to Google Plus to respond to frustrated customers Stateside. And it's quite some comment thread.
Owners of the US-only Droid Bionic are frustrated the device hasn't met its stated Q3 update to Ice Cream Sandwich. Here's what Soni had to say:
"We have a plan for Bionic. I am currently solidifying things to ensure we can publish it, commit and follow up. I think you guys have gotten a raw deal and we could do way better. But you are one of the top few things I worry about when I look at Upgrades."
He also promises Motorola will take complaints seriously, be transparent, and meet its upgrade timelines (which it has been published on its website for some time).
"I totally understand how you feel. And this should never happen. I am not going to throw out the argument 'we just got here'. We are taking responsibility for this. And we will engage with you, listen carefully to your concerns and most importantly, try to FIX things," Soni went on to say.
"So we are doing that. My team knows to take your complaints seriously, we are working hard to update the Upgrades timeline pages to reflect the right data, and then we WILL stand next to those timings and will meet them. As far as what is in our control, we will be transparent and we will commit to your happiness.
"Keep the feedback coming."
Of course it's easy to say the right things, the real test will be if the Google-owned Motorola can get itself in gear with the updates. Ice Cream Sandwich, let alone Jelly Bean, is still on a very low proportion of Android devices, so anything that helps remedy that is welcome in my book.
Previously, Motorola said ICS actually makes some devices worse, so it'll be interesting how this progresses.
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