All posts in Mobile

Third time the charm?

John / June 8, 2010 / Mobile, Technology / 11 Comments

Yesterday, at the World Wide Developer Conference (WWDC), Apple unveiled the latest version of the iPhone:

You should watch the design video if you haven’t already seen it…it’s quite the update that I of course am looking forward to getting.

Unfortunately, as of this writing, we still don’t know when the new model will be available for Canadians.

It comes out in the US (and a few other countries) on June 24 with 18 more countries by the end of July and to everyone by the end of September. ~~Most people are expecting this means Canada will get it in July…but there hasn’t been anything specific that says or implies this.~~(Canada will get it in July – thanks Allen!) All the Canadian carriers have updated their websites with few details other than ‘coming soon’ or promises of more information in the ‘coming weeks’.

Considering this is the third model available in Canada, third year in a row, which is now supported and sold by at least 3 major cellular carriers, I’m left wondering if it’s going to be an upgrade nightmare like it has been in the past.

I know Apple controls the marketing and distribution very tightly so my belief is that the carriers really don’t know (or can’t say) anything until the last moment. AT&T has already begun notifying it’s customers via a text message that lets them know how much it will cost to upgrade to the newest model.

This is smart. It lets each customer know exactly, in advance, if they are eligible to upgrade and how much it will cost – including any additional fees. This isn’t a randomly received text that looks like a marketing pitch, the customer can request a confirmation via SMS by dialing a number and they’ll get a response immediately.

I just hope the Canadian carriers are paying attention and don’t let us down a third time.

My 3GS upgrade process was very frustrating thanks to conflicting account information (Rogers’ system said I was eligible for an upgrade when I called in but the dealer computer system said I wasn’t when I tried to pick up the device) that took many hours of wasted time to resolve followed by a similar process when my wife wanted to upgrade – both situations required intervention at a higher level with help from Rogers social media team whom I engaged via Twitter to get resolution. They were very helpful but it shouldn’t have had to get to that point…and I know I’m not the only one as many friends encountered the same situation and had to spend time wading through the system.

I’m also left wondering what will happen to the data plans in Canada. AT&T has been changing around their offerings (lowering the included allotment for minimal decrease in price). Will the Canadian providers do the same now that we could start chewing through those 6gb plans now that our phones can record bandwidth chomping HD video with a one click button to uploads to YouTube?

I guess we’ll see in the ‘coming weeks’.

Update (June 15, 2010): Looks like something I was hoping for (2nd last paragraph) has happened…Today, Apple updated the Canadian Online iPhone Store (and presumably other countries) to indicate that they will be selling fully unlocked iPhones if you order them from Apple directly:

Of course, these unlocked phones will come at a premium but for those that are contract adverse, travel internationally frequently or just want freedom to move between carriers this is very welcome news. No longer will the cat and mouse game for unlockers matter to people that buy their iPhones this way.

Android and me

John / April 21, 2010 / Mobile, Technology / 1 Comment

Over the last couple of months, I’ve been lucky enough to have a few different Android handsets for review. This started late last year with the LG Eve handset (running an older version of Android)

followed by the Motorola Milestone (aka Droid) running 2.0.1 version of Android:

I’ve made a few serious attempts at using these handsets as my primary phone for a few days here and there, followed by a few full weekends and while I was in Austin for SXSW, I used the Milestone full time for a week. For a diehard iPhone user like me, at first it was tough but I figured it was the only way to give these devices a true test. Austin was probably the best test since I had no choice but to use it since turning on my Rogers iPhone would have killed me thanks to their expensive roaming/data plans.

I have to say after giving them the ‘college’ try, I’m actually rather impressed. There are plenty of shortcomings when compared to my beloved iPhone but at the same time, a lot of positives that I wish the iPhone had. Like Homer Simpson designing his own car, I realize that a hybrid phone that incorporates the features of both types of devices would be a frankenphone but some of the differences are undeniably attractive.

Take for instance the Android notifications. While nothing new as I had similar notifications on my old Treo, but this implementation is quite possibly one of the biggest time savers and single most useful thing I noticed while using the Milestone daily. Without even having to touch the device, I can see via a single LED light that I have new email, a new mention/direct message on Twitter or both – possibly more types of notifications if I installed more apps. In contrast, on the iPhone, I’d have to unlock the phone, launch the applicable app in order to see if there is anything new (assuming you have inbox:zero and/or only one email account, this may not be as big of an issue). Even when using multiple email accounts though, the notifications keep me updated on which account has new mail. I liked being able to pull down the notifications tab and get a preview of the updates from within any app. I could then choose to got back to the app I was using or click on the appropriate notification and be taken to that app for the full story.

One thing that I thought was behind us is the useless error messages like this that tend to pop up while launching an app:

The iPhone has app related crashes as well, it just seems to handle things better than this – especially for less tech savy users. Either the app will work or it won’t…a simple reboot usually fixes things. On the Android devices, there were a few apps that I could never get running no matter what I tried. This could be due to a number of variables but I’m leaning towards blaming the issues on the fragmented Android Marketplace where there are lots of apps with little or no quality control not to mention confusing requirements for usage based on the handset, carrier and version of Android you happen to be running. I’m also pretty sure the fact that I tried a few of these apps from Canada (via two different carriers) also caused some strange behaviour.

Performance
The LG Eve was running Android version 1.5 and it seemed a little sluggish to me. The Milestone on the other hand, running 2.0.1 of Android, seemed just as fast or faster than my iPhone 3GS. Apps loaded quickly and using various internet related functions were very fast. I also think Telus’ network contributed to the spryness of the device since it was running at 3.5G speeds. Even in my notoriously bad living room where one end of my couch is typically a Rogers deadzone (the other end is fine), Telus gave me full bars throughout the room.

The Camera
The Milestone has, on paper, a better camera than the iPhone (5 vs 3 megapixels). It also has a flash and an autofocus lens. I’m a camera geek and was flat out frustrated by the camera on the Milestone. So much so that I stopped bothering to try to take a decent photo with it. It was slow, had brutal shutter lag and inconsistent flash performance. It had a number of scene modes for things like macro and portrait (like a point and shoot) but simply navigating these options was slow enough to ‘ruin the moment’. Often the photos I’d take would end up looking like webcam stills, complete with raster lines. The iPhone camera may be lesser appointed, but at least it works. I also tried a number of the 3rd party apps and was still disappointed.

Battery life
The Milestone appeared to be pretty comparable to my 3GS. I had pretty much everything turned on for both devices (GPS, notifications, etc) and both devices would last a typical day after my moderate usage.

Keyboards
Both of the Android devices I used had a slide out keyboard. I still find these to be useless to me. Both the Milestone and the Eve had solid keyboards but both took up a fair amount of space and using the keyboard was still just awkward no matter how much I tried to get used to them. I actually preferred the Milestone’s onscreen portrait keyboard with its type ahead spellchecker function that would display all the possible words as you were typing. Like the iPhones spellcheck function, the Android system had some interesting replacement words that weren’t what I was trying to type…but at least I could see it on screen (along with other spellings and suggested words) and click directly on the correct one. It’s pretty unobtrusive but I did find a few times that I typed a long passage and realized that I had been auto-corrected incorrectly a few words ago. Correcting these was more clunky as being able to target a specific letter in a word was often an exercise in frustration trying to tap on it but not so hard that the useless context menu would pop up.

Form factor
I really liked the size/shape of the LG Eve…even with the unneeded keyboard, it was comfortable in my hand and slightly more comfortable than the iPhone. The Milestone on the otherhand, is bigger, thicker and heavier than the others. It’s also quite boxy. It’s not very comfortable in the hand due to its odd placement of the micro usb port and square lines. This is really too bad because it is a stunning device to look at, it’s just not great to hold onto for long periods of time. I’ve (briefly) played with a Google Nexus One and it seems to hit the sweet spot in Android land as far as form factor goes.

Conclusion
So like I said at the beginning of this post, I am impressed with what Google has done with Android, even more than I was expecting to be. There are still a number of rough edges but it has come a far ways in even the last couple of iterations. First time smartphone buyers owe it to themselves to at least check out devices like the Milestone before deciding on the iPhone.

Tonight I updated the Milestone to version 2.1 of Android and will be exploring those changes soon. Its also been interesting to see what the different manufacturers have done with their handsets running Android. Unlike Apple, there are a number of different form factors for people to choose from so while none have won me over like the iPhone, at least there are options out there that will only get better in time.

Unfortunately, Canada still gets the shaft as far as the delayed timing of the handset and firmware releases (and even the device names across the border) but perhaps that will change with the advent of Google selling the Nexus One handset directly (and factory unlocked) – others like Motorola and LG will hopefully follow suit. Nokia has been selling unlocked handsets directly for awhile now so it’s a trend I hope grows.

I’m also glad that Android is truly becoming a competitor for Apple…competition is great and only makes these devices better for consumers.

Motorola Milestone (aka Droid) first impressions

John / March 7, 2010 / Mobile, Technology / 2 Comments

I was given the chance to play around with Motorola’s latest Google powered Android phone, the Milestone (aka the Droid in the US).

I’ve only had it for a few days so it’s too early for a review but thought I’d post a couple of thoughts about my initial impressions and also see what you think I should be checking out on the Android Marketplace since I’m primarily an iPhone user.

Keep in mind my initial thoughts are based on using it for a few days….I’m going to be taking it with me to SXSW later this week and using it a lot more down in Texas.

Initial Pluses:

beautiful screen – bigger and sharper than my iPhone 3GS
fast performance – much faster Android experience than the LG Eve I’ve previously used
slick dock that is perfect for a bedside table – the phone recognizes the dock and switches to an alarm clock mode dashboard complete with dimmer screen (and night colours) and even a GPS aware weather widget
Telus IS faster – their 3G+ network (HSPA) is noticeably faster than my iPhone 3GS on Rogers – not sure if that is due to saturation on Rogers or what but faster is faster

Initial Minuses:

form factor – not as comfortable in the hand as an iPhone or the LG Eve due to squarer lines and odd placement of buttons and micro-usb ports. The bigger screen and button placement below the screen means lots of awkward finger twister to navigate the phone whereas the iPhone can easily be used with one hand
the camera – while it’s 5mp and has a flash with autofocus, I’ve yet to take a decent photo with it in low light situations where those features should make it shine above the iPhone’s camera
Mac support is lacking – Android phones are meant to be synced ‘in the cloud’ but I’d like to simply transfer movies and music to it easily via the usb cable – further investigation of options still needed
Android Marketplace – at least so far in Canada (on Telus), due to a Google Checkout issue, the only apps available to me are the free ones – I’d like to see some of the premium software for Android and how they compare to my iPhone

I’ll post a more thorough review once I’ve had some serious time with the device…assuming I don’t break it first – cases are incredibly lacking in Canada for this device.

So what Android apps are worth checking out? So far I’m using Seesmic for Twitter, the Facebook app, playing with Layar, Google Goggles and a few other camera apps I’ve found.

My first CBC News story

John / January 1, 2010 / Media, Mobile, Technology / 10 Comments

Earlier this week, I was contacted by CBC News to see if I’d be interested in talking on camera (as a technology expert) about various bluetooth devices and handsfree technology on the market. The reason for the story was the new law which goes into effect in British Columbia as of January 1st, 2010 where drivers are basically banned from using any kind of electronic device while operating their vehicle. This has led to a huge increase in sales and interest in handsfree devices and the CBC wanted to give consumers some information in order to wade through all the products on the market.

Hopefully, I helped to clarify some things for folks out there.

Here’s the segments edited together from the news broadcast which originally aired on December 31st on CBC News (Vancouver) which I captured with my TiVo (sadly not in high definition but I needed a haircut anyway):

Thanks to my pal, Tris Hussey for the recommendation to the CBC producers.

Mophie Juice Pack Air for iPhone [Review]

John / December 29, 2009 / Hardware, Mobile, Reviews / 11 Comments

Over the holidays, I picked up a Mophie Juice Pack Air for my iPhone 3GS thanks to a great deal on Boxing Day ($48 @ London Drugs).

I’ve been considering one of these types of battery packs for my iPhone for awhile. I already have the Griffin Power Jolt which works really well when you just need a little more juice but sometimes you’re away from an outlet for longer than you’d like. The Power Jolt only gives you about 25% of your battery back on an iPhone 3G/3GS whereas the Mophie gives you one full charge back effectively doubling your battery power.

The form factor of the Juice Pack Air is very similar to the iPhone…it’s a similar shiny hard plastic case that completely envelops the iPhone. I kind of wish it wasn’t so shiny as for a case, it doesn’t offer any slip protection like most cases do. I’d prefer a matte finish or even a rubberized coating. All the iPhone’s buttons and switches are still accessible except the dock connector:

In its place is a micro USB port and a slider switch. The Juice Pack comes with the necessary micro USB cable that facilitates charging the Juice Pack and allows you to sync your iPhone while in the case. I wish it was a more common mini USB cable but at least it’s not a proprietary plug/cable although I don’t believe I have any other devices (or cables) that are micro USB so it’s one more cable you need to carry and hope you don’t lose. At least Mophie sells replacement cables inexpensively on their website.

The switch allows you to control when the iPhone receives its charge from the Juice Pack. You can charge it up and leave it in standby mode until you need it.

As I mentioned earlier, everyone on the iPhone is still available to use, including the camera as you can see above. The photo should also give you a good idea of how much extra bulk the case/battery adds to the iPhone. I have to say, when I first held a Juice Pack, it seemed bulky but after having this one for a couple of days, it’s really not a big deal.

The Juice Pack has a ‘fuel gauge’ and button on the back of the case:

This is similar to Apple laptops that display how much power is left in the battery. While charging, these light up and blink to indicate how far along the charge is. Press the button at any time and you’ll know how much juice is left in the case.

The only real shortcoming this device has is the inability to charge the iPhone battery directly through the case while plugged into your computer (or similar USB power port). You can only charge up the Juice Pack and then charge the iPhone by depleting the Juice Pack. I would have preferred to be able to charge up both (sequentially is fine) so that you have both fully charged up before heading out. The way it is now, you have to charge them separately. Removing the iPhone from the case is easy enough but it would be easier if you didn’t have to.

I don’t plan on using the case all the time, just on those days that I know I’ll be out for an extended time and don’t want to worry about my iPhone dying while using it heavily.

UPDATE (Jan 7, 2010): Thanks to C.K.’s suggestion in the comments, it does appear that the syncing while in the Juice Pack Air issue is related to a bad cable. I swapped cables and it worked fine. Contact Mophie’s support to get a replacement. Mine is on it’s way.

LG Canada Mobile Event

John / November 28, 2009 / Hardware, Mobile / 2 Comments

This past week, LG Canada invited me to come and check out some of their new mobile devices as well as participate in a Mobile Charity Challenge. I wasn’t quite sure what to expect but I’m always curious to check out new technology.

We were shown a number of different types of mobile devices, some already on the market and some coming soon in a casual, roundtable format.

Let’s start with the LG New Chocolate BL40:

The New Chocolate is wider (taller) than the iPhone 3GS and has a very vivid and bright screen in an aspect ratio better suited for movies as you can see “Star Trek” playing on the iPhone in full, widescreen compared to the “Avatar” trailer playing on the BL40.

It has a slick, 3D cube style interface (which LG calls their ‘S-Class’ interface) that is manipulated via the large, touchscreen interface. There was no denying that it’s a beautiful media playing device that also happens to be a phone.

Unfortunately, it’s not a smartphone so I wasn’t really all that interested in it personally. It also is only available exclusively on the Telus network in North America so it’s even further limited to who can actually get it.

Take me to your Android
The next device we were shown was the LG Eve (available from Rogers in Canada), which sports the Android operating system:

I’ve been interested in finding a decent Android handset…I was unimpressed with the HTC varieties…mostly because they seemed cheap and flimsy in my hand. The Eve didn’t. In fact, it felt very nice in your hand with it’s rounded edges and smooth side flip keyboard which you could easily manipulate with one hand.

It’s slightly smaller than the iPhone but is a little thicker….but it seemed to be a good size to fit in the palm. Definitely more comfortable than the tablet style design of the iPhone.

The Eve sports a 5 megapixel camera with flash and a number of LG developed native apps that allow you to edit your photos and video right on the phone and then share with various social network sites. There were over 50 different effects you could apply to a photo, not unlike some of the many camera apps available on the iPhone. Also, the video editing software is surprisingly capable for making VGA sized videos complete with titles, transitions, a soundtrack and basic trim editing that you can then upload directly to YouTube.

I’m not going to go into all the features/specs of the Eve as it’s available elsewhere but I’ll try to answer a couple of obvious questions based on my limited time playing with the device.

Would it replace your iPhone?
No. At least not entirely. If I didn’t already have an iPhone, I’d most likely give it a serious consideration. There are some definite features that I like on the Eve that are better than on the iPhone (camera, flash, form factor in hand, microSD expandability) but I still found the interface somewhat counter intuitive and cluttered. The iPhone still seems to shine because of it’s simplicity and lack of buttons. The Eve has more physical buttons and a busier looking interface. This may suite you more than other people – I think it boils down to personal preference…my opinion on the UI would surely change the more time I had to use it, but it’s not as easy as the iPhone to simply pick up and start using with little knowledge of the UI.

I’m more interested in having a device like this to spend more time in Android land…this one certainly felt good.

Android is an interesting platform for smartphones that like it or not is constantly being compared to the iPhone. I’m very interested in seeing it mature and compete against the iPhone.

No Mac Support
I was kind of disappointed and surprised to hear that all these phones come only with software for Windows to allow you to sync your contacts, media, etc. but aren’t directly compatible with Apple computers. It sounded like some things could be manually synced because they weren’t in proprietary formats but I wasn’t able to test that aspect during my time with the devices. They apparently appear as mass storage devices when plugged in via USB with your content accessible via the file system.

One thing that kept coming to mind during the event is that LG is creating some interesting mobile and media technology, but like many mobile device manufacturers, their offerings are locked into carrier specific networks rather than being open and available to anyone. As well, some of these devices could stand on their own as great media players or wifi enabled internet devices without a phone component (ala iPod Touch) – as I mentioned, I’d love to have the the Eve to be able to play more with the Android operating system without requiring me to either switch from my iPhone or swap sim cards…I’m also not prepared to get two mobile plans just to play with the technology (unless someone wants to give it to me) so I’m less likely to switch to an Android device because I haven’t been able to experience the platform enough without a huge cost. Speaking with Blackberry (and PC) users, it’s a common issue…people are reluctant to change platforms unless they are confident they can get into their comfort zone quickly so they stick with what they know.

Calling Dick Tracy
We also got to see and play with LG’s newest version of video phone watch – yes a watch that is a phone with a video camera!

Unfortunately, it’s not currently available in the North American market (but it’s coming) so we weren’t able to try a call but were able to see how the built in camera worked and displayed video images on the watch – just like iChat on your MacBook, it was pretty slick and speedy. The size of the watch wasn’t ridiculous but probably big for many people. I’d wear one in a heartbeat. I’m looking forward to checking this device out further once it’s available in North America.

Lastly, we were also shown a new phone that hasn’t been released yet (the LG IQ) that was running the Windows Mobile operating system (yes it’s still around)…but I didn’t really get a chance to play with it much so I’ll leave it out of this post.

Mo’Money
The final thing we did during the event was the Mobile Charity Challenge. This was a series of tasks everyone was asked to do using the phones we had just been shown. The winner of the challenge would be awarded a surprisingly huge $5000 to the charity of their choice. It was a good way to spend some time with the devices doing some common things the average person would do with the phones.

I ended up winning because of a video I (quickly) shot and edited on the Eve (I didn’t keep a copy of it) and won $5000 for Movember (a month long campaign to benefit prostate cancer research).

It was a great way to end the event, especially because I was attending the Movember wrap up gala right after the LG event…nothing beats being able to present an oversized novelty cheque at a charity event!

Thanks to LG Canada for hosting an interesting evening and making an extremely generous donation to my chosen charity.

Ditch your landline telephone

John / August 2, 2009 / Mobile / 8 Comments

Assuming you haven’t already.

A few years ago, my wife and I tried out a number of the VOIP players (in Canada) to save money on our landline. We tried Vonage and it was horrible…although I suspect it was possibly either a crappy Linksys router I had at the time or traffic shaping by my ISP that was causing the poor audio quality.
We eventually decided to ditch the landline altogether and simply increase our cellular plans to the point of being more practical as a landline replacement. The money we were spending on a landline (VOIP or otherwise) was greater than making a few adjustments to our cellular plans. We currently have a family plan where we can call each other unlimited locally and have a few hundred long distance minutes between each other a month for anywhere in Canada (I can call her in Vancovuer from Toronto and it’s treated like a free local call).

We don’t do a lot of long distance but needed to find a better, cheaper way to make long distance calls on our cell phones. Our provider didn’t really have any compelling options for long distance that were affordable so we looked elsewhere.

We actually use two different services which I’ll explain in a minute why.

The first service is Yak.ca. They have decent rates for North America and bill you monthly. Make sure you don’t get a paper invoice to save the admin fee. The thing we like about Yak is that they have a callback service. We have unlimited incoming calls on our phones and this means we place a call to the Yak service number, hang up and then 2 seconds later, the service calls us back and then we dial our number. This works great during the day or anytime outside of the evenings & weekend hours. They also have local access numbers you can use as well.

The other service we occasionally use is XpressCall which is a prepaid service. We use this service typically on weekends or during free evenings as their rates are slightly better than Yak. They regularly have top up deals where you put $10 on your account and they give you a bonus. This service is a dialaround one where you dial one number, then dial your destination number – it also tells you how many minutes you have left based on the number you dialed and how much you’ve prepaid which is a nice feature. I have a number of pre-programmed contacts that use this service so I don’t have to remember the digits for my parents for example.

Both services work great with our iPhones and Yak also has a calling card you can use with any phone (if you’re at work or a friend’s).

Purplera1n is coming down

John / July 5, 2009 / Hacking, Mobile / 3 Comments

George Hotz is at it again…this time he’s brought the purplera1n down on the iPhone hacking community with his super simple jailbreak tool that is now out for Mac and PC users running the 3.0 firmware.

Running this app with a connected iPhone (3G, 3GS, 2G) will jailbreak it and after a reboot, drop an app called ‘Freeze’ on your iPhone. Run this app, wait for it to finish and then reboot again and you’ll have Cydia installed. Run Cydia and then follow the instructions at iClarified.com to install Ultrasn0w on your iPhone and then reboot again. You should now have an unlocked, and jailbroken iPhone 3GS.

Modmyi.com has a Mac tutorial already up for the new Purplera1n.

As with all these types of things, use caution and expect things to go sideways. Worse case is you do a restore via iTunes in most cases….but proceed with caution and at your own risk.

Live from the Couch

John / July 3, 2009 / Mobile, Video / 1 Comment

Today, I stopped off at the Bootup Labs/Strutta offices and did a guest spot on the couch with Jordan for a holiday edition of Couch Beers.

We chatted about Jordan’s upcoming iPhone acquisition, MobileMe, steps to secure your iPhone, some of my favourite applications and a new piece of gear I just picked up (which will be an upcoming post topic).

Here’s my little behind the scenes video shot with my iPhone 3GS….peeling back the curtain to show you what we were looking at constantly during the show:

It was a lot of fun…thanks to Jordan for having me!

Deja Vu all over again

John / June 16, 2009 / Hacking, Mobile / 3 Comments

Looks like Rogers is about to repeat their PR nightmare from last year’s iPhone 3G launch by holding back the pricing of the iPhone 3GS for current 3G owners until the last possible minute.

There hasn’t been nearly the same level of outrage as last time around but the rumours and speculation are running rampant…being dodgy about tethering policies and pricing certainly isn’t helping.

I’m still expecting some surprises from Rogers/Fido for current customers….last year they relaxed the upgrade rules a few weeks after the initial launch…most likely to boost sales after the initial rush.

The thing most people aren’t realizing is that they got the iPhone 3G was a subsidized device….the initial iPhone cost $499US when it launched in 2007 from AT&T then dropped to $299 in 2008 under a subsidy. I would expect those with a high monthly iPhone bill to get a break on the ‘rumoured’ full, no-contract prices for the 3GS of $699/$799 for the 16gb and 32gb respectively since they’ve most likely paid a fair bit of their subsidy down. But since Rogers/Fido uses a fairly complex tier scheme to catagorize their customers, the prices will most likely vary by individual account…possibly another reason why they are keeping the prices quiet since they may not have a blanket price for all 3G owners that want to upgrade.

On the bright side, it looks like there will be a full unlock/jailbreak by the weekend for the 3GS….hello Ultrasn0w!

I guess we’ll have to see what transpires over the next couple of days leading up to the release on Friday of the 3GS.

UPDATE: As I predicted, Rogers came out with decent upgrade pricing for iPhone 3GS. You can read the specifics on the Rogers and Fido websites. Pricing varies by your account specifics but assuming you got an iPhone 3G last year before September and have a certain level of voice/data plan combination, you should be able to upgrade for the ‘new customer’ price of $199/$299.

As I said on Twitter to the Rogers PR person, “RogersKeith“, I hope that he relays to his superiors the frustration felt by many customers (not just me) by leaving the pricing details to the last minute. It’s not a good way to engage and endear customers to your brand, especially in the fast moving social media world we now live in.

While not quite the angry mob like last year, anger was certainly growing online because of the lack of information when other carriers around the world had made their plans known in advance. Hopefully they learn from this experience for next year when Apple will inevitably release another version of the iPhone and all the 3GS owners will want to upgrade. RogersKeith said on Twitter, “iPhone launches aren’t typical” to which I replied that iPhone users aren’t typical either….this isn’t your daddy’s Blackberry hardware refresh.

UPDATE 2 (June 20th): The good news is that I finally have an iPhone 3GS. The bad news is that it took over 6 hours of wasted time to get it. I went down to Wireless Wave bright and early on launch day (19th). I was first in line of about 5-6 people. I expected the computer systems to be totally overwelmed and of course they were so the dealer wasn’t even able to log in and see my availability for a long time. I’m pretty sure Rogers computer systems are running on Vic-20′s. I waited about 4 hours at the store for them to be able to process my phone upgrade which they were unable to do. I don’t blame Wireless Wave, I blame Rogers unpreparedness for this portion. Unfortunately, I couldn’t wait at the store any longer as I had to leave for Whistler. Since I was leaving town, I basically had to give up the phone I had on hold – I was hoping to get one from a dealer en route to Whistler but alas all were sold out. I came back from Whistler on Saturday morning and called the same Wireless Wave to see if they still had stock. I was told they didn’t over the phone. A friend had called the Apple Store and was told they were doing upgrades as well as new activations so I stopped by there on the way back from Whistler and was told they weren’t doing upgrades in the store right now. I then had a friend check in with Wireless Wave if they had any stock left and they did so I was back in the line for one. I was told they would process the order and it should be ready by the time I got to the store. It wasn’t. They basically set it aside for me and were going to process the paperwork when I actually showed up. Then began the 45 minute wait on hold for the Rogers dealer person to confirm that I was in fact eligible for a hardware upgrade (at $299). Once the dealer finally got through, they confirmed I was eligible. There was a problem though – the Rogers computer system (Sales Central) didn’t show that I was eligible for any kind of upgrade. The manager at Wireless Wave wouldn’t process a manual transaction for the phone because it’s their policy to not do them as there is a chance the paperwork will fall through the cracks and they won’t get their commission. The manager did call his bosses who confirmed that he wouldn’t be able to sell me the phone despite being eligible. A visit to another store in the mall confirmed the same thing. It wasn’t until I got a tip from Gary that there was a store in another mall that had staff that should be able to help me as he had a similar issue with his upgrade. I drove over to that mall, and within ten minutes of dealing with Thomas and Kelsey, left the store with my 32gb iPhone 3GS. They appeared to have no issue doing a manual transaction with the approval of the dealer call centre.

So what are the issues here? Well, inconsistent policies for handling customer upgrades – even between stores of the same dealer. I really suspect that the reason Wireless Wave didn’t want to sell me the iPhone was that because I wasn’t a new activation, they weren’t going to make as much commission. The fact that they led me on for over 6 hours also pissed me off. I know the systems were busy but I didn’t get a sense they were really trying too hard to get the answers they needed to get. There seemed to be a lot of policies that threatened termination if not followed correctly that the staff kept bringing up. The fact that other customers were able to get iPhones also pissed me off as I know that some of those people had the same account setup as me. A couple of friends that came with me to the store on launch day all had different experiences with getting the upgrade but had similar account/upgrade configurations as me.

I even decided to reach out to the Rogers PR person on Twitter who ultimately wasn’t needed to help me get the phone but did result in my getting a call from an advisor from the (Rogers) President’s office who wanted to know the full story. We had a good discussion about the problems I encountered and had I not been successful the day before, I’m pretty sure he would have helped me get a phone today. I wanted to make sure they understood this iPhone thing isn’t a fad and there will be another update next year so hopefully they will fix some/all of these issues – which are really more communication issues between Rogers and their dealer network. Customers shouldn’t have to run all over town to get a phone upgrade if they’re eligible.

Overall, I feel that Rogers did everything they could *for me* given the situation. Twitter was instrumental in helping me get in contact with the right people to escalate my concerns. So we’ll see what happens in 2010…I sure hope I’m not writing another deja vu post.