One of the annoying things about working in the wireless business is that software updates are typically pushed out to phones every year or so and they frequently change and/or remove otherwise good functions and add apps/software for functions most people will most likely never use (Samsung's Galaxy Gear enhancements for Android 4.4.2 for example).
Software updates do sometimes cause improvements as well, but it's never all one way or all the other way. It's always a few improvements and a few things people are bound to not like.
Now, I could write a whole separate post on my feelings for 4.4.2, but the main point of this post is that customers simply do not understand how permanent these software updates are:
- No, I can't undo the visual changes the update caused
- No, I can't magically bring back that setting that was there before.
- No, I can't make that accessory work like it used to, even though it "damned well should"
- No, my manager can't do any of these things.
- No, our CEO can't do any of these things either
- No, we don't owe you a different phone because you "refuse to accept" the changes
- No, that doesn't mean you can get out of your contract without a cancellation fee.
- No, having to install a software update is not grounds to sue us, but feel free to waste your time trying.
- I am not a software developer, for the most part I have little to no insight as to why these changes were made...and no, I can't call the phone manufacturer to find out.
The truth is that in fact it IS possible to undo a software update and restore a phone to a previous firmware, but doing so voids the warranty and it's also something that only the very technically inclined (which most of my customers aren't) should even consider attempting as, if it's done incorrectly, it can brick your phone and leave you with a very expensive paperweight.
So I don't even mention that to the customers at all. From a general consumer perspective, the software updates are more or less irreversible.
Software updates do sometimes cause improvements as well, but it's never all one way or all the other way. It's always a few improvements and a few things people are bound to not like.
Now, I could write a whole separate post on my feelings for 4.4.2, but the main point of this post is that customers simply do not understand how permanent these software updates are:
- No, I can't undo the visual changes the update caused
- No, I can't magically bring back that setting that was there before.
- No, I can't make that accessory work like it used to, even though it "damned well should"
- No, my manager can't do any of these things.
- No, our CEO can't do any of these things either
- No, we don't owe you a different phone because you "refuse to accept" the changes
- No, that doesn't mean you can get out of your contract without a cancellation fee.
- No, having to install a software update is not grounds to sue us, but feel free to waste your time trying.
- I am not a software developer, for the most part I have little to no insight as to why these changes were made...and no, I can't call the phone manufacturer to find out.
The truth is that in fact it IS possible to undo a software update and restore a phone to a previous firmware, but doing so voids the warranty and it's also something that only the very technically inclined (which most of my customers aren't) should even consider attempting as, if it's done incorrectly, it can brick your phone and leave you with a very expensive paperweight.
So I don't even mention that to the customers at all. From a general consumer perspective, the software updates are more or less irreversible.
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