If a phone is launched in the forest, does anyone hear it?


This is a bit of a rant (I do that a lot, don’t I?) Partly it is a rant about Microsoft and its Windows Phone 7 launch. It is also partly a rant about our local Bell Mobility retailer, and their complete lack of customer service or sales skills.

I am in the market for a new smart phone. My current phone is a 3 year old HTC touch, which I like, but it beginning to show its age. Over the past few weeks, I have been looking at both the iPhone 4 and the Samsung Galaxy S. I like the iPhone, but am pretty much anti-Apple because I do not really approve of either the undeserved hype around their products, or their obsessively controlling attitude towards developers and users alike. The Galaxy S looks like an interesting option, however.

For the sake of completeness, however, I wanted to wait and have a look at a Windows Phone 7 device. I am tied to Bell, so unfortunately my only choice would be the LG Optimus Quantum. I am not a fan of slide out keyboards, but I thought I would give it a chance.

I have been faithfully watching the Bell Mobility site for news of the launch. That was a waste of time. Even now, on launch day, there is no information, just a form to fill out to “get more information when it is available”. Last night (November 7) I did get an email from Bell saying the device would be available in their stores today.

image

So today I go to my local Bell partner retailer (Sounds Fantastic in Moncton). Actually, I tried calling Sounds first to save myself a wasted trip, but three calls over the course of a couple hours all went unanswered. I figured they must be really busy. So, I decided to visit the store on my lunch break. Not busy at all – in fact, no one there. So I was able to very quickly get the attention of a helpful sales parson. After a brief sequence of questions and one-word, grunting responses, I learned the following.

They do not have any Windows Phone 7 devices.

He does not know when/if they are getting any.

No, he does not know if anyone else in the area is getting any.

No, the guy who might know if they are getting any is not in today.

Not very helpful. He could have maybe taken my name, or tried to find out the information I needed. But he was too busy (even with no other customers in the store).

So that is my rant about Sounds Fantastic. I was very disappointed by the service, but not surprised. It sort of matches all my other experiences there (on the mobility side, anyway – they seem to be completely different business).

Now to talk about Microsoft, and the Windows Phone 7 launch in general.

How can a major tech corporation manage to launch a major new product, and yet generate no hype whatsoever. I have commented on this before. It seems to me that Microsoft’s biggest weakness right now (and for most of the last decade) is its marketing department. Microsoft makes some very cool technology. In my opinion, they are at least as innovative as Apple, and probably more so (at least they are innovative across a much broader spectrum of technologies and solutions).

But lets looks at Microsoft’s marketing track record (especially marketing to the consumer market – their marketing to the enterprise seems pretty good).

  • Tablet PC: Microsoft launched the Tablet PC back in 2002. Since about 2005 it has been a viable platform. I have been using productively that entire time. And yet, even up to about a year ago, I would have people see me in airports, on airplanes, and many other places, ask me what they device was I was using, and be surprised that anything like that existed. Microsoft completely and utterly failed to communicate the existence of this technology outside of the hard-core techie community. And even within that community, they failed to communicate the power of the platform, or to entice developers to develop for it.
  • Windows Vista: Where to begin on Windows Vista? To be clear here, Windows Vista was far more of a marketing failure than a technology failure.  Yes, Vista had its problems. The vast majority of them (in my opinion) were due to third party driver and application updates or lack thereof – this is of course a marketing/product management issue as well. Vista’s biggest problem was public opinion, and failed marketing. For how long did Microsoft sit back and watch while a certain competitor raked them over the coals with very popular and effective TV commercials? When Microsoft marketing did respond, what was the best they could do? Seinfeld and Gates in obscure, bizarre skits? Please.
  • Microsoft Surface: Ok, this is not a consumer-oriented device (yet), but it is an example of Microsoft coming up with really cool technology and then actively hiding it from the world. Until a year ago, it was very difficult to get any information about it at all. Buying one was damn near impossible. Even now, people look at it and say “hey, that’s copying the iPad” – not knowing it has been around for 3 years.
  • Windows Phone 7: Major new launch, and no hype or energy at all, outside of hard core Microsoft circles. A few articles here and there. Even mobile service providers carrying the devices have almost nothing on their web sites about the devices, and then it is buried. And then I go to a store to look at one, and there are none.  Not “we had some but they are sold out”, just “we have none”. I realize I live in a backwater of the world, but it is amazing to me to see how little attention Microsoft has generated for this launch.

This to me is indicative of what truly ails Microsoft right now. In the enterprise market, they are very healthy. But in the consumer market, they cannot generate any hype. As everyone in this business (or any business) knows, you can have the best products and technology on the planet, but if you cannot get the word out, get people excited, and manage consumer perceptions of your products, you will fail!

Update: After my experience trying to look at a Windows Phone 7 device at Sounds Fantastic, I decided to reply to the above Bell email, asking why there were none at my local Bell dealer. Yes, I know it would bounce because that message was obviously form an auto-mailer. I did get an automated response, though:

image

Good enough. I happily click through the l;ink to voice my concerns – only to see the following page:

image

Just not my day for talking to Bell Sad smile

Advertisements
About

I have been working in the world of technology for 25-odd years. I am an entrepreneur and consultant, focused on software solutions, social networking, and innovation processes. Currently, I am a Principal Consultant with T4G Limited, specializing in Portal Technologies (including SharePoint), software/systems development, service oriented architectures, and many other things which I will probably not remember until I need to use them. Prior to that, I was VP of Technology at Whitehill Technologies, Inc., where I spent almost 9 years helping to grow the company from a start-up to one of the most successful private software companies in Canada. Prior to that I worked on internet conferencing using early VoIP, and on large military communications projects. Before even that, I worked in satellite control, and remote sensing. Going way back to university, my focus was on theoretical physics and astrophysics. Currently my interests revolve around most aspects of software development, from technologies to management, and in the area of defining sustainable, repeatable processes for innovation within technology organizations. I also have a particular interest in Tablet PC technologies – I have been using one for several years, and I love it. On the personal side, I still have a strong interest in all aspects of science, especially physical sciences, as well as philosophy and comparative religion. In addition, I am into music, playing guitar (badly, I am sorry to say), and reading almost anything I can lay my hands on. I am also a member of the IEEE/IEEE Computer Society, and of the Association for Computing Machinery.

Tagged with: , , , , , , , ,
Posted in Cool Stuff, Customer Service, My Menu, Rant, Trends
One comment on “If a phone is launched in the forest, does anyone hear it?
  1. […] surprising, if my experience in trying to buy one is any indication of the effectiveness of the […]

Leave a Reply

Please log in using one of these methods to post your comment:

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

Obligatory Disclaimer
Please keep in mind that any opinions, points-of-view, comments, or other content which I post to this site are mine and mine alone. They in no way reflect the views of my employer, my country, my dog, my cat, or anyone else you can think of. To paraphrase Monty Python, "That is the theory that I have and which is mine, and what it is, too."

Enter your email address to follow this blog and receive notifications of new posts by email.

Join 623 other followers

%d bloggers like this: