Lack of updates frustrates users

When we buy any products, particularly technology, we expect a level of support during the ownership of that product.

Support could be in the form of software updates, repairs in and outside of warranty as well as help should there be a query about the product and getting it to function correctly.

There are 2 sides to this support issue. Firstly the customer and what is expected and secondly the manufacturer and what they can afford to give.

Support is priced into a product, but this support can only last so long and some users will inevitably expect support after it has stopped.

The question really comes down to, what is an acceptable time period of support for the product you are buying?

Inevitably the more support users require, the higher the initial cost.

With most technology products such as smartphones now having a 24 month warranty, it is not unfair to expect that support for that phone is a minimum of 24 months.

imageHTC however have come on record to say that they will no longer be offering software updates on the HTC One S.  There will be warranty supports, but newer versions of Android and HTC Sense will not be offered to customers despite previous confirmation that they would get such.

It is a tricky situation, HTC would appear to be focusing on more popular products like the HTC One.  This change of direction has frustrated some users (initiated by Land of Droid) who have setup a campaign against HTC to get them to revert their decision. You can find out more and sign the petition here.

Whilst HTC have come under fire for their decision, they are not the first nor will they be the last to cease support earlier than customers expect.

They feel the product is stable and performs well in its current state.

What are your thoughts on the matter of support not just for smartphones? How long would you expect a device to be supported for?

Comments

  1. chris cook says

    I think it is Androids achilles heel, I bought a Xperia Arc when it launched within six months it was a dead duck, and thats the problem, in all honesty can it really be that they cannot handle new versions of software i doubt it, sony and HTC have always had a poor track record and perhaps their software guys are just not as clever as the hardware bunch.
    This might be unpopular but with apple you always no that your phone is going to be at least software relevant for 3 maybe 4 years and I think these guys could learn a lot from that.

  2. Stu Alsford says

    Just to clarify, HTC have only killed newer versions of sense and android – not security or maintenance updates for the One S. This means that whilst we still may see updates yet, and support hasn’t been completely destroyed.