Microsoft's Windows Phone 7 update process in one word: Fail - Seattle Post Intelligencer (blog)

Microsoft continues to epically bungle its first major update to Windows Phone 7, the mobile operating system that – in theory – is supposed to bring Microsoft back into the smart-phone race.

On Wednesday, Microsoft published a blog post that attempted to answer the question thousands of users are likely asking: "Where's my phone update?" And it put up a new Web page where people can check on the update status of their specific Windows Phone models.

It seemed to be an attempt at transparency, but in doing so Microsoft showed just how opaque it has been during this whole process.

A chart that shows the software-update status for different phone models revealed that the February update to Windows Phone 7 hasn't even been pushed out to most users in the United States. That update was supposed to prepare Windows Phones for this month's major update, known as "NoDo," which will add copy-paste and other functionality.

Last month, when Microsoft said it had started pushing the February update, apparently it was doing just that: starting.

As previously reported, Microsoft found that the February update had caused problems for 10 percent of Windows Phone users – mostly those with Samsung devices. The company fairly quickly came up with a fix that seemed to solve most users' problems.

Or so Microsoft said.

It turns out, Microsoft was talking about a small number of users anyway. It turns out, most of what Microsoft was saying was applicable only to users outside of the United States, even though Microsoft was giving the same timing information to U.S. users. And, it turns out, Microsoft halted the February update process for most Windows Phones in the U.S.

Today, while most international customers are on their way to getting the February update, U.S. users aren't even close. For most Windows Phone customers, the February update is still being tested by wireless carriers or is still being scheduled for delivery.

Today is March 24.

Many Windows Phone users have called Microsoft out on being utterly misleading during the update process. Every week or so, the company has written blog posts explaining the update status, but it seems they've largely been full of hot air.

That was even true two weeks ago, when Microsoft manned up and admitted the NoDo update was delayed from early March to late March. That was refreshing, because at least it seemed honest. But, for the vast majority of Windows Phone users, that statement was not even remotely true.

Sure, this week Microsoft started delivering the NoDo update to users who have unlocked Windows Phones (those devices that were not connected to a wireless carrier when purchased), but that's a small percentage of users and most of them are in Europe.

When will most Windows Phone users get the NoDo update? When will they finally get copy-paste? When will they enjoy some performance upgrades and easier searching in the app marketplace?

Who knows?! There is no timetable. Microsoft won't give any guidance beyond the rambling blog posts and Wednesday's new charts.

*The HTC Arrive was shipped with the updates. (Microsoft chart)

All Microsoft has now done is given users two tables (U.S. version | international version) that show their phone's update status. They also note that, even when a user's status switches to "delivering update," it could take "several weeks before you receive notice that an update is available for you."

So what are we looking at now? With the February update not even delivered to the majority of Windows Phone users, customers certainly won't get the NoDo update in March. Maybe they'll get it in April. Could they be strung out until May? Or – gasp! – even June, when Apple is expected to release the iPhone 5?

For the moment, let's be optimistic and go with May, which is a far cry from the "late March" timetable Microsoft announced two weeks ago. Microsoft can hide behind the fact it started delivering NoDo this week, but that indeed was utterly misleading.

It's late March and no international Windows Phones (except unlocked devices) have gotten the NoDo update – many haven't gotten the February one. It's late March and most U.S. users haven't even gotten the February update.

The HTC Arrive. (Promotional image)

Except for one model, the HTC Arrive from Sprint, which is the first Windows Phone on a CDMA-protocol carrier (AT&T and T-Mobile, the first two U.S. networks for Windows Phone 7, use the GSM protocol). The HTC Arrive hit stores on Sunday and comes with NoDo already installed.

Which brings us to a major problem for Microsoft: the wireless carriers. Microsoft seems to be having serious issues working with carriers on the update process. Apparently, carriers are taking their sweet time – which is not surprising, considering the 10 percent failure rate Microsoft saw last month with the February update.

Microsoft has frequently alluded to these carrier issues in its blog posts.

"We work closely with our carrier partners, and encourage them to test our software as swiftly as possible," Microsoft's Eric Hautala, general manager of customer experience engineering, wrote March 10. "But it's still their network, and the reality is that some carriers require more time than others. By the way, this carrier testing is a common industry practice that all of our competitors must also undergo. No exceptions.

"After a carrier has had an opportunity to test," Hautala continued, "we schedule an update delivery to its customers through Microsoft Update, the same system that Microsoft uses to update your desktop PC. You see a message on your phone saying an update is available, plug your phone into your computer and – voila – a few clicks later you have the latest and greatest version of Windows Phone."

And he was talking about the February update. The March update? Not happening anytime soon – though Hautala's blog post Wednesday exclaimed that Microsoft had started pushing NoDo.

While some users thanked Microsoft this week for finally posting clearer information about when they'll get the updates, many commenters on Wednesday's blog post had other things to say. Here are some examples:

Michael Ball wrote:
This really is unacceptable. We've been promised the update since November, had a stalled update go out and nobody knows what the hell is going on. Why is the February update only in a "testing" status? Isn't it past February already? When are you guys going to get your act together?

dkb1898 wrote:
So when Steve Balmer says, first half of March, then wait we want to get it right second half of March, he really means second half of March to late April possibly May, maybe later, depending on carrier testing and if we roll the "here it is" beacon out to your phone that week! Whether you delayed the update two weeks or not was no matter, Steve Balmer still lied to us to continue to string of lies that has been perpetuated with this platform since late summer 2010.

Strider_Auz wrote:
Thanks MS – this transparency is appreciated….if a little overdue ;) Much angst could have been avoided in twitterspace and MS Blogs if this has of been more pro-active. Anyway – we understand that MS required strong carrier support to partner and push a new MS OS for mobiles. We understand that one of the carrier pre-req's was mpore control in the update approval process. We have to live with this – to get our WP7. Understand.

Now however, with this update from MS – we, the customers, can now voice our displeasure and focus our attentions on our respective carriers.

fulljef wrote:
I wasted so much money and time betting on MS to come back strong only to be let down time and time again. No wonder why tech/media coverage says MS will fail…. Past Performance Predicts Future Performance. If Ballmer cannot right the ship get anyone who can!

azzlsoft wrote:
It is concerning to have so many devices still in testing. It's also interesting, but acceptable that it takes two weeks to schedule the update. Once it's scheduled, "several weeks" is disturbingly nebulous. Is it safe to assume that is less than 8 weeks because then you're talking about months. Why might it take more than a couple weeks? Is this to be expected long term or can we expect it to improve as more successful updates are rolled out?

Pcenginefx wrote:
Again, all you guys need to chill out….why all the hate? Yes Windows Phone needs improvements. Yes Microsoft needs more communication, blah blah blah..who the hell cares. This is the first BIG update for Microsoft and hang-ups were expected. Microsoft will learn from their mistakes this time around and the next update will go much smoother. What did you expect being an early adopter anyway? If the way Microsoft does things is unacceptable to you, make your own damn company and try to break into the smartphone market with a brand new OS.

mAshtoural1ty wrote:
This is no way to treat your customers. This is my last foray into the WP7 world and its been a couple of months now that I've been recommending the iPhone or Android. As a platform it's nice but it needs fixing. I got into the platform for its potential and not for its initial state. But it seems that it's going to stay in its intial state for too long.

VizagDude wrote:
You really kicked the Early Adopters like us to the corner. I'm really amazed to find out that a corporation like MS cannot even handle to update their customer devices in one go. This is a shame. No doubt Apple iPhone is kicking your butt. You guys should really get your act together.

Either you just shut up and not talk about the update at all until you guys clean up your mess, or when you start talking about it, you deliver in time.

Razor wrote:
It's sad enough that I learned about the update from sources other than Microsoft, and the Microsoft couldn't be bothered to make a short blog post on the day of the update release. Why the hell doesn't someone from Microsoft actually respond to the comments directly? You guys must have noticed the low ratings your blog posts have been getting these past weeks? I think alot of us would agree this is in large part to having no real dialogue with Microsoft.

And there are many, many, many more comments like these. (Honestly, I tried to find more neutral or positive responses, but including more of them here would have misrepresented the tone of comments on Microsoft's blog post.)

So, what's the point of talking up the Windows Phone 7 update process, all but lying that NoDo will be available in late March when that never was possible? Why frustrate and alienate early adopters who were open-minded and excited enough to buy Windows Phone 7 devices before their quality was proven?

Microsoft, there is a simple and elegant solution to this debacle you've found yourself in. Don't make promises you can't keep. Be open about your challenges; folks will understand. And, most importantly, tell the truth.

People would like to see Microsoft succeed with Windows Phone 7. The problem is, that doesn't yet seem to be happening.

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