Vodafone blog

My post to Samsung Australia – I hope others do the same.

“I am and will likely always be an Android user but have previously owned HTC phones until I bought the Samsung Galaxy Nexus. I am now committed to Nexus phones and love the pure Google experience. Unfortunately this has not been the experience with my Samsung Galaxy Nexus. When I bought the phone through Vodafone, the major factor of the purchase was both the pure Android interface as well as being the FIRST to receive updates in order to maintain the pure Google experience. I (and many others) have been waiting anxiously for the Jelly Bean update to the Nexus which has been released by Google for many months now.

I am aware the hardware differs slightly to international versions and therefore requires customisation to release it on Australian networks however it is the time frame in which this is being implemented which is the major disappointment. It is extremely disappointing to see other phones (not Nexus devices) now being released with Android 4.1 as stock while we are still waiting for the update.

According to Vodafone, they are unable to release any updates until they receive them from Samsung for testing, this is hurting the customer relations of both Vodafone and Google and I would hope Samsung would be more committed to their partners.

I am still committed to Nexus devices, but as more rumours are confirmed and as other companies are announcing their involvement in the Nexus program the more options I (and many others) will have when buying the next Nexus phone.”

What are the Australian issues that are holding up the release of the update?

Because I don’t facebook and don’t see why I should I took the opportunity to email the folks at Samsung.
This is my response so fare

Dear Samsung,
I am being forced to write to you to complain that I and many other Vodafone users are sick to death of waiting for you to deliver a Jelly Bean Upgrade for our Galaxy Nexus. We have been waiting patiently for Vodafone to roll this out to us after much fan fair many months ago when Jelly Bean was first released. We have been checking the vodafone blog every week to see if there is any progress. And Yet still months on NONE seems to have been made. We are even more enraged by the fact that you seem perfectly happy to roll out updates for all of the Samsung branded products, but not for the Galaxy Nexus. The whole reason most of us got one was so we could get the Android updates first.
So Pull your finger out and get the update released to Vodafone. I have spoken to Google””s android team and they are mystified why you have not been able to release an update yet. They say, and I agree, that there is no pressing technical reason why you would not be able to release an update. Certainly in the time frame you have been given you should have managed it by now, Even android has moved on a version in the intervening months.

And their response…….

Thank you for contacting Samsung Customer Care.

I apologise for the inconvenience but we do not have release information for upcoming firmware updates. Firmware updates go through a rigorous testing process by Google, Samsung, and the Network Provider to make sure we provide you with a stable operating system that performs to the highest standard. If you have further questions you may wish to contact your network provider as some networks provide blog updates on the firmware testing progress.

We appreciate the time you have taken to provide your feedback and we have passed it on to the relevant department.

and can’t VHA just say “we are not liable for anyone who updates to jelly bean themsevles without our normal network OTA approved version”

which means the people who want to update, can, and the ones who rather wait for the VHA Samsung submitted version can wait…right?

This is just extremely ridiculous for the galaxy nexus jellybean update taking this long. This is unacceptable month after month Do you really want the galaxy nexus users to root and install the update and lose our warranty? Us, galaxy nexus users should complain to the ACCC about this. We were mislead to get a galaxy nexus. We are not getting timely updates as advertised. And we are still waiting! I wouldn’t have bought it if I knew this would happen!This is just extremely ridiculous for the galaxy nexus jellybean update taking this long. This is unacceptable month after month Do you really want the galaxy nexus users to root and install the update and lose our warranty? Us, galaxy nexus users should complain to the ACCC about this. We were mislead to get a galaxy nexus. We are not getting timely updates as advertised. And we are still waiting! I wouldn’t have bought it if I knew this would happen!

Not holding my breath…..Think I would die

To those who think we are wrong to be upset considering the vast amounts of money phone companies make from us customers the least we can expect is for them to back their own advertising or where that is not possible offer an alternative of some kind as a customer goodwill gesture in the meantime. I think the real reason for the delay is more likely that samsung are re-jigging jellybean to try stop the evil fruit company sueing again. That said i havnt got what i am paying for and if i bought a faulty vehicle from a new car dealer i would expect the dealership to rectify any faults at their expense not mine, i would not expect said dealer to say not my problem contact the manufacturer. To those of you who are foolish enough to feel loyalty to a phone company, i can tell you they all are much the same regardless of brand, they are a business designed to make money and that is the bottom line. Customer satisfaction comes a distant second and has only become fashionable since acma brought in the new regulations. In a few months the acma regulatory phase in period ends and i will be interested to see how it goes over time with adherence by certain phone companies. You can get free pdfs of the new code and the australian consumer law via your browser, recommended reading for those who want to know and exercise their consumer rights. If corporations are not held accountable for their actions or lack thereof then the consumer is the loser. A few weeks delay for jellybean i could possibly accept, but several months is entirely unacceptable, by any measure its not good enough.

anyone else looked closely at the refund/exchange policy? i find this interesting:

(iv) has been wrongly described or is different from a sample or demonstration model that was shown to you;
or

has anyone pursued that with them?

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The way iPhone updates are is the way android manufactures needs to become. Apple gives a date and everyone can download it from that time. The way android is today, manufactures need to pick up their game and deliever updates within a 30 day period. I understand Apple makes one device where companies like Samsung makes many. Until Nokia improves I will not be purchasing another phone from them.

When it comes to country requirements, manufactures (Samsung, etc) should know the requirements from the previous updates and check for new requirements which all telco’s should provide regularly. Seems to me diligence isn’t being done

As a software developer myself, I’m aware that updates can’t always just happen just because new version has been released by upstream developers, but I’m particularly appalled by the lack of communication on what’s holding up an update process.

Every communication regarding to updates from both Vodafone and Samsung has merely been a variation of “Please wait some more”. This is not good communication, it makes it seems like nobody knows anything. The wait will be much more acceptable if customers are made aware of technical or regulatory issues that mandate certain changes necessary. At the very least, we all can make our own expectations on the progress of the update without anyone having to promise any expected release date (which is never easy to estimate).

I believe Vodafone and/or Samsung should have weekly or biweekly blog update on what remains to be done and any new issues encountered along the update process. Vodafone and Samsung should open up their development process. Communicating these updates will also allow customers generate feedback on what we think is or is not important.

It is important for development teams to recognize that customers are a major stakeholder, and therefore have the right to know the progress of development.

Don’t keep us in the dark!

Are there any new updates regarding the update Keiran?

this is rediculous it has been 3 weeks and no update on progress or anything on this blog. Hurry the f up

How come custom ROMs are able to run fine SGN? And Samsung/Google cannot work out the update? I think windows 8 is looking good…..

this is pathetically funny , c’mon Samsung !!!!! the time u spent trying to tweak android 4.1 to fit our gnex , Google made 2 whole new android os updates!!!! i am sorry kieran, i know this does not reach Samsung directly but writing on Facebook is hopeless, all it does is send the same computer generated message as a reply to every one….. all we want is an another statement from Samsung about their progress!!! and if they cant do that then ethically they should call back all gnex phones and refund us ,as as they betrayed every thing a nexus stands for

Now I’m glad i only signed a 12-month contract for my GN, instead of the standard 2-year one. Going to flash my ROM and get the 4.2 update from Google directly, since I only have a little more than 2 months left….Never going to get another Google device from Samsung, and maybe move away from Vodafone for good as well. Not only because this particular issue with GN firmware updates, but also I’m vastly disappointed ever since I made my move from 3 early this year. Now I just want my 3 back, the network is clearly not improving as the weekly updates have indicated, at least not for me.

What could Samsung be doing that is taking them so long? I mean, they don’t have to reapply any OEM skins.

So Kieran…
its a month down the track from the last time you were able to give us info that Samsung were promising 4.1.2 and that was presumably because we destroyed their Facebook page. You say there is no new info, nothing you can give us about dates. At this point the Nexus that we purchased because of the Google update promise is looking like seriously broken promise. To add insult to that broken promise is the SIII getting updated on Monday 26NOV. Seriously we are now in a situation where the LAST device updated is the Nexus, it should be the first.
Please convey to Samsung just how much damage they are doing to their brand, and the Google Nexus brand with this behaviour. If this is the way I am going to be treated as a customer by Samsung they can DiaF.
Do we need to organise DDOS on Samsung Facebook again to get more action?
Should I just give up and root my phone?
Is it going to be another 6 months to get 4.2? Will I ever get 4.2?
Will Samsung simply say DILIGAF now that they don’t have the Nexus license?
Does anyone in Samsung that you are talking to actually care AND have the ability to do anything about it?
Because at the moment it really feels like we are being completely effed over for believing in Vodaphone, Samsung and Google to be able to live up to their promises.

Extremely disappointed. Never buying a phone on a plan again. I really think carriers are best focusing on the network rather than getting involved with physical phones and their software.

God only knows when we will see 4.2. Any ideas for this at this stage, even if it is blue sky?

Hello Kieran,

No doubt that this is so frustrating that we bought the Galaxy Nexus from Vodafone thinking that we will be the first to get the updates, being the ‘pure Google Android experience”. I don’t think that my ranting will make any difference on the deaf ears that Vodafone has, so I will put that aside and will ask you to please provide me the response to the following:

1> Looking at the Samsung website, the phone is still listed in the “Samrtphone” section and I will quote the following from their Galaxy Nexus webpage:

“Pure Google

GALAXY Nexus users enjoy quick access to the latest updates and services directly from Google. First in line for software upgrades and new established Google-based features such as Gmail and Google Talk merge with newer offerings like Music Beta across a fully integrated and easily accessible user interface.”

So still waiting to experience the pure experience, and will request you to check with them. and if possible show their own statement to them, as their devices seems like getting updates first then Galaxy Nexus (referring to Samsung Galaxy S3)

2> Also, doing a quick search on your website shows that Galaxy Nexus has reached the of life, whereas Samsung Galaxy S2 is still available, even though Galaxy Nexus was released almost after 6 months. So, can you please explain that is it actually Samsung, or Vodafone not providing / working with Samsung / putting pressure / playing along here, in giving out the update.

Hope to get a fair response.

Thanks.

Just got 4.2.1 about 3 weeks now.. I don’t know why guys bother checking this every day… Seriously just root it.. So simple

2 months, finally gonna happen! how long will the testing cycles go for?

Hi Kieran,

Thanks for the update, and trying to get the testing expedited.

I know this is way out of line here, but 4.1.2 is already 3 months old, and Google has moved onto 4.2.1, and are working towards a new version.

Do you think we will be looking at another 3 months period to go to 4.2/4.2.1? or can you push Samsung to get that release in smaller time frame than 3 months?

Thanks.

Thanks

Could say nothing to samsung only awesome!

When Google will roll out the Android 4.1.2?

Hi Kieran,

I am aware that you guys have approved the update. It’s now 10 Jan 2013 and I still haven’t received the JB update.

Any news/suggestions you can provide as to why it is taking so long to come through would be appreciated.

cheers,
Will.

Just want to remind everyone at vodafone the reason I bought the nexus is specifically because its supposed to get android os updates FIRST!
And the reason I went with vodafone is because you are a global company who could, should they desire, apply some organisational pressure to make this happen. But pressure = staff = time = money.
I feel for you kieren, it looks like you’re the only man on this job, and all your supporters on this forum and all gnex users on vf are simply not a financial or organisational priority for vf.
Which means vf, you just lost my loyalty.