Motorola: A cell phone story.
Ever had a problem with your cell phone and I do mean the phone itself? Where do you take it to get repaired? It is a problem.
There are many phone manufacturers like Motorola and Nokia, but generally you purchase the phone from a carrier that provides the telecommunications service. Phone's are typically included along with a contract and carriers love contracts. As long as the contract is active the carriers are happy and they truly don’t care about much else. They especially don’t care about your phone nor do they want to be involved in the fix. The phone manufacture on the other hand ends up not having a direct relationship with the customer and the carrier does not want them in contact. The phone manufacturer ends up not getting the feedback on design flaws or other related problems with the phone itself.
My wife has the Razor phone by Motorola and my kids all have various Motorola cell phones. We have had problems with them all and could not get it resolved.
As fate would have it however, during a meeting of the San Diego Telecomm Council last month my wife asked a question to the key-note speaker, the president of NTT DOCOMO USA. Little did she know at the time but sitting in the audience were a couple of Motorola executives that happen to remember her from the AT&T days. After the meeting they approached my wife (Mona) and reconnected.
This leads me into two future topics that I will cover extensively; Networking and Interoperability Testing.
Mona told them about the cell phone issue as well as a problem on a Motorola MP-3 player our daughter has. I will say in Motorola’s behalf that they got on the program and truly addressed the issue. Mona was contacted by several groups who took detailed notes about the problems. Motorola also immediately sent out replacement phones and directed us to a special link to reprogram the MP-3 player.
The point is that once Motorola found out that there was a problem they solved it. You have to get to the right level within the organization to get something done and Mona certainly did that.
National University has 17,000 plus students, plus faculty, plus alumni, and all the connections we each have. What a tremendous network and resource that a company like Motorola can use for product testing in the future. Let me know your ideas on this topic.
More on product testing and interoperability in the future.
There are many phone manufacturers like Motorola and Nokia, but generally you purchase the phone from a carrier that provides the telecommunications service. Phone's are typically included along with a contract and carriers love contracts. As long as the contract is active the carriers are happy and they truly don’t care about much else. They especially don’t care about your phone nor do they want to be involved in the fix. The phone manufacture on the other hand ends up not having a direct relationship with the customer and the carrier does not want them in contact. The phone manufacturer ends up not getting the feedback on design flaws or other related problems with the phone itself.
My wife has the Razor phone by Motorola and my kids all have various Motorola cell phones. We have had problems with them all and could not get it resolved.
As fate would have it however, during a meeting of the San Diego Telecomm Council last month my wife asked a question to the key-note speaker, the president of NTT DOCOMO USA. Little did she know at the time but sitting in the audience were a couple of Motorola executives that happen to remember her from the AT&T days. After the meeting they approached my wife (Mona) and reconnected.
This leads me into two future topics that I will cover extensively; Networking and Interoperability Testing.
Mona told them about the cell phone issue as well as a problem on a Motorola MP-3 player our daughter has. I will say in Motorola’s behalf that they got on the program and truly addressed the issue. Mona was contacted by several groups who took detailed notes about the problems. Motorola also immediately sent out replacement phones and directed us to a special link to reprogram the MP-3 player.
The point is that once Motorola found out that there was a problem they solved it. You have to get to the right level within the organization to get something done and Mona certainly did that.
National University has 17,000 plus students, plus faculty, plus alumni, and all the connections we each have. What a tremendous network and resource that a company like Motorola can use for product testing in the future. Let me know your ideas on this topic.
More on product testing and interoperability in the future.
posted by BLOGBANK at 8:48 AM
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