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BlackBerry and Quality

I bought an 8320 BlackBerry to test the device. It worked until the ball stuck. I got a replacement. I crushed that one and I had to buy a replacement. Now I have a BlackBerry 8900, and it contained information that urged me to navigate to the BlackBerry App Store to buy applications. I have several mobile devices, so the goslings and I went through the normal routine: download the desktop software, update the desktop software, update the firmware on the device, have lunch, take a nap, and then come back to explore the mobile device. I am baffled about [a] the download times and [b] the lengthy firmware update processes. Other aspects of the BlackBerry baffle me as well, but my focus is on the issue of quality control.

The goslings and I picked an application called Platinum Solitaire 2, where some information is available from a third party. The reason was that we figured version two was probably stable and it was expensive for a dorky game like Solitaire. We clicked the download button. We had to hunt around for the icon with a folder and a downward pointing arrow. We clicked the icon. The system promptly froze. We looked at one another. We took out the battery and tried again. Same result. Frozen mobile device.

To reboot this device, one removes the back and removes the battery. Then a long wait as the consumer device figures out that it is what it is supposed to be and that no evil consumer has hacked the phone. I could have a heart attack from the stress induced from this lengthy process. Unacceptable in may opinion.

Now the interesting part of this test was my navigating to the incredibly hard to use BlackBerry customer support Web site, finding the link to point out this problem with the $4.99 application, and wait to see what happened.

Here’s the scenario:

First, I got an automated response the same day telling me that BlackBerry cared. I had to provide details of the problem. I wrote back that I thought the company’s quality control was lousy. I waited.

Second, I got an email from a human who wanted to talk with me. I wrote back that I was working on a blog story about online search for the BlackBerry app store and I did not want to talk to a human. I wanted to use search to solve my problem.

Third, I got an email from another human who provided me with contact information so I could call. If I didn’t want to call the human said, I could expect a call from this BlackBerry person.

Fourth, I got a call on Friday, August 7, 2009, from a really concerned BlackBerry employee. The person wanted me to know that BlackBerry cared about my problem. I explained that I used a new 8900, went through the hoops that BlackBerry puts in front of a customer to get the phone to work, and I went to the BlackBerry App Store. I pointed out that the app called Platinum Solitaire 2 killed my phone.

The BlackBerry person asked, “What do you mean ‘kill’?’” I said, “Your mom buys a toaster. She plugs it in. The toaster catches on fire. That type of ‘kill’”.

The BlackBerry person said, “Oh, I see.”

The BlackBerry person asked, “Are you happy with your 8900? What can we do to make you happy?”

I replied that I am not happy because the quality control for apps on the BlackBerry App Store is no good. The support method is designed to prevent me from getting an immediate refund. The contacts I had from Research in Motion told me that the company wanted to control support costs and would take action only when there was a risk that the normal behavior would result in something possibly unpleasant.

I then listed these points, which I had prepared on a note card so I would not forget them as BlackBerry struggled with damage control:

1. Research in Motion is trying to emulate Apple’s iPhone and the Apple App Store. So far the imitation not so good in my opinion.
2. The BlackBerry devices I have owned have evidenced physical and technical issues that I have not encountered with my Palm, Google, and Apple mobile devices. Is this a symptom of cost cutting to make a consumer push feasible? I think it may be.
3. The application I downloaded did not work. If my 8900 crashed, was Research in Motion remiss in its software testing process?
4. The customer support mechanism for getting a fix or a refund was opaque. Apple includes a “Report a problem” button. Maybe I missed something, but I had to hunt to find a way to reach BlackBerry support with an application issue. My interpretation of the contacts I had was that BlackBerry saw me as a public relations problem, not a customer with an issue.

In short, patent issues with various telco and email outfits, lots of new devices, a push into the consumer market, clunky software updates, and lots of sizzle for the consumer market but very little beef—these add up to one thing for me. I think Research in Motion may be experiencing considerable pressure. I am not sure that the company has the technical chops in software nor the financial resources to withstand the coming pressure from the Google nor cope with the continued success of the Apple iPhone. Apple’s iPhone is a consumer product and it is now finding its way into some of the corporate meetings I have to attend. Research in Motion may have its work cut out in terms of growth, profitability, and competitive thrusts in the quarters ahead. Just my opinion, gentle reader. Just my opinion.

With regards to search, not a chance. If you want to find stuff on the BlackBerry, use the Coveo mobile email search system. BlackBerry’s is a hassle and unusable for the App Store in my view.

From one lousy software experience, a mighty oak of challenges arise.

Stephen Arnold, August 10, 2009

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