My Dad hates Microsoft with a vengeance. Whenever we talk about Microsoft, he complains about their products and how horrible they are. He has a particular penchant for complaining about their operating system and how it becomes less reliable after time.
To be fair, Dad has a tendency to run too many applications on start-up and he loves to install bloatware. But underlying his seething hatred for Microsoft lies a genuine gripe that the software giant needs to deal with – its customers’ experience with the brand.
Recently, Microsoft announced that it was entering the tablet market with a long-rumoured device powered by Windows 8. It’s not going to change how Dad or myself feels about Microsoft.
But how do I feel about Microsoft?
Personally, I am ‘ok’ with Microsoft products in general. My experience with the Windows desktop Operating Systems has been good (that includes Windows Vista).
In 2009, Windows Mobile was an integral productivity tool for my classical guitar teaching operations. At the time I bought the Windows Mobile-powered Samsung Omnia II over Apple’s iPhone.
Despite the allure of Apple’s smartphone, I trusted Microsoft. I did the same when I bought my XBox 360. But that’s when my trust in Microsoft started to decline.
The XBox 360 is notorious for its Red-Ring-of-Death (RROD) – a hardware failure that renders the console inoperable. My XBox 360 has died 4 times and I am not alone.
Some estimates put the failure rate at over 50%, with one ex-Microsoft employee claiming that the RROD could have been adverted if Microsoft had not rushed the product to market.
This “technical failure stands as one of the worst in consumer electronic history” and the repairs have cost Microsoft over $1 billion.
Microsoft eventually launched a slim XBox 360 that was supposed solve this problem. Good news right? Wrong. Owners of the ‘fat’ XBox360 cannot exchange their defective unit for the slim version. I know, because I tried the last time my XBox 360 died.
Then there was the recent debacle over the much hyped Windows Phone 7 shut out. Microsoft recently announced that owners of Windows Phone 7 devices would not be getting a Windows Phone 8 update. Also, Windows Phone 8 Apps won’t be backwards compatible with Windows Phone 7 devices, so if you bought a Windows Phone 7 device in the last 1.5 years, congratulations your phone is going to be obsolete soon.
Once again, Microsoft could do the right thing by bringing the new operating system to the Windows Phone 7 devices. GSM Arena stated that it is technically possible for Microsoft to do so, but because it’s too expensive, they won’t.
2 years ago, I considered buying a Windows Phone 7 device. I’m glad I didn’t.
Microsoft doesn’t care about its loyal customers or early adopters
In 2009, my loyalty to Microsoft kept me faithful to Windows Mobile despite monumental marketing and societal pressure from Apple and its brethren. But when I got screwed over by Microsoft’s XBox 360 (4 times by the way), I started to realize that Microsoft doesn’t care about its loyal customers or its early adopters.
Despite the remarkably poor treatment I received from Microsoft regarding the XBox 360 debacle, I was still faithful enough to consider a Windows Phone 7 device – I wanted to give them a chance.
When the devices were launched, Microsoft did absolutely nothing to retain the business of Windows Mobile loyalists like myself. No discounts, no trade-in offers, nothing. I switched to Android and never looked back.
What does this have to do with Microsoft’s Surface tablet?
Microsoft is producing the hardware and software for the Surface tablet. They seem to be rushing the device to compete with Apple and Android.
Sounds exactly like the XBox 360 disaster. This guy couldn’t even get the device to work properly during a demo.
[youtube_sc url=”http://www.youtube.com/watch?v=aSaXj1vIGxo”]
Then there’s the issue of the tablet’s thickness. It has already attracted pre-launch mockery.
If it breaks down (ala XBox 360) or if Microsoft decides to develop a new operating system (ala Windows Phone 7) who will be left holding the bag?
The customer.
No thanks. After Microsoft screwed over XBox 360 and Windows phone 7 users, I’d rather buy an Android tablet. If Microsoft wants to compete in the mobile space, they need to do right by their customers. Your relationship with your customer is priceless. It is difficult to win back their trust once you’ve lost it. Even a $1 billion advertising campaign can’t help you.
Steve Jobs said “This Changes Everything” because Apple designs products with revolutionary experiences for the user. Until Microsoft starts doing right by its customers, Dad and I will continue to treat them with a cool indifference.
