A Fiasco…


SamsungThe management at Apple must be rubbing their hands together, at the thoughts of the gains they’ll certainly make on the back of the latest catastrophic update rolled out by competitor Samsung.

For those not aware, and there can be very few, Samsung recently released it’s long awaited update to the operating system of their flagship handsets, the Galaxy S3 & S4, Android Jelly Bean 4.3. This update had been delayed while the company carried out extensive testing to ensure it would meet requirements. Unfortunately, this testing must have been flawed as, following the roll out, the company was immediately inundated by vast numbers of customers complaining that the update has, in some instances, made the phone virtually unusable. Many and varied faults have been reported (too numerous to list here) but it is clear that 4.3 is riddled with problems, so much so that Samsung halted the update process in an effort to minimise the disruption caused.

A glance at the companies Facebook page shows the strength of feelings exhibited by users far & wide.

But what are Samsung doing about  this situation? Well, on the face of it, not much. It’s a good 6 weeks since some handsets were updated, and effectively reduced to expensive paperweights, yet the company merely offer the same (often word for word) lame excuses. With no remedy in sight it’s clear that many users will (& some already have) dump their phones in favour of the most likely competitor, the iPhone.

Indeed, inflicting such a clearly faulty product (i.e. the update) on it’s users arguably puts the company in the realms of “negligence” which, as everyone knows, if taken through the courts would mean a costly and embarrassing experience for Samsung. Could they withstand that? Would they want to chance it? Whose heads would roll as a result?

Plainly Samsung have an uphill struggle ahead, not only to correct the problems of the 4.3 update, but to rescue its reputation which is quickly sliding into oblivion. Nothing less than a perfect fix, and quickly, will do. The ball’s in your court Samsung, don’t miss it!

Update 09/12/13It appears that a fix has now been rolled out so that many users can finally get their phones back to the way they should be. It’s taken a ridiculous amount of time to sort out and the damage done by the original catastrophic update will take Samsung a long time to live down, a situation made even worse by the atrocious customer service throughout this incident. As customers we can only pray that Samsung learn their lesson and that we see no repetition at future updates, and that goes for their software too. The 4.3 update required users to update to Kies3, although that piece of software is not even finished. Another car-crash waiting to happen?

Update 09/12/13Further to todays earlier update (above): Samsung have, contrary to publicity, failed to address all the problems with the initial 4.3 release. Even the so-called fix, for which users waited up to 6 weeks, is faulty! Having spoken with Samsung I am told that “another update is to be released in the next few days“; so that’s a fix for the fix, and if past experience is anything to go by “next few days” is Samsung-speak for weeks! The fiasco drags on!

Update 12/12/13Samsung do it again. What? Treat customers like mushrooms. With more digging (no pun intended) I learned that the previous info “fix for the fix” was (deliberately or otherwise) wrong. There will be no 3rd release as, according to the UK executive office, all issues were rectified by the 2nd release {edit 31/12/13: a 3rd release was rolled out 16 Dec, but problems seem to persist!}. Maybe they should tell that to the many users still without working phones! As far as Samsung are concerned it seems you’re on your own!

Check out Not So Smart Phones! for more illustrations.

Blocked by Samsung - 17/1/14Latest in this fiasco:

As one of many affected by this 4.3 disaster I, not unreasonably, expressed my dissatisfaction with Samsung via (amongst others) Facebook. Clearly they don’t like the truth because they blocked me from posting on their page!

That can only be described as an act of desperation delivered by a company running scared!

Update 06/03/14They’ve now blocked yet another customer, simply for asking for truthful answers! They really are unbelievable.

Would you buy from such a company? Anyone who does will only get what they deserve!

The warnings are clear for all to see.

Android 4.3


One response to “A Fiasco…

  1. Pingback: Samsung Tremble | The Common Man