When is a Nexus phone not a Nexus phone? When it’s handled by Verizon. The company’s bungling of Google’s hero phone continues! At the end of August, I expressed my disgust, as a Verizon customer, with the company’s pathetic delays with the Jelly Bean update. As someone that writes about mobile tech, it’s clear that Google made a poor choice by choosing Verizon as the exclusive American launch partner for this phone. Historically, Nexus phones receive the latest Android updates immediately. The GSM version of the Galaxy Nexus has had Jelly Bean since July. Months later, Verizon’s Galaxy Nexus still hasn’t been updated. Here are some of the latest inanities I received from Verizon customer service.
At this time we have not been provided with a release date for Google’s Jelly Bean 4.1 Android version. I understand it has been received on the GSM version, but before releasing any update to our customers, we perform multiple tests. Please know that we’re always working to get software updates released to you as soon as possible.
The last sentence gives me a headache. Working isn’t the word I would use. When Sprint beats you to the punch with software updates and you’re the largest carrier in America then you’re definitely not “working to get software updates released to you as soon as possible.” Either someone isn’t doing their job or the company isn’t interested in providing updates in a timely fashion.
If we could, I would send you the Jelly Bean update now. I know it’s nice to have the latest and greatest. A lot of our phones just received the Ice Cream Sandwich update like our Droid Razrs, because we are working diligently on getting all possible devices updated.
Again, the last sentence gives me a headache. It shows a complete lack of understanding of what the Nexus line is supposed to be. It’s completely irrelevant that RAZR phones have just received the Ice Cream Sandwich update. Nexus phones are supposed to be hero products that show off the capabilities of the latest version of Android. People buy these phones because they’re supposed to be running the latest software and they (mostly) lack the bloatware installed by carriers. The reputation of the Nexus line has been tarnished by Verizon.
I feel mislead by Verizon and Google. The Galaxy Nexus I bought is not a Nexus phone at all. When non-Nexus phones are getting Jelly Bean and the same phone is getting updated by smaller carriers then who’s at fault here? Clearly it’s a Verizon issue and clearly its customer service reps don’t care. While my experience with Verizon’s LTE network has been phenomenal, I’m disappointed with how the company has handled updates for the Galaxy Nexus and annoyed by the way customer service has responded to the issue.
I really see carriers trying to put a toll booth up for updates eventually. However due to the licensing of the open source code I don’t know if that would hold up to legal scrutiny….or is that only if it has DRM on it? Maybe I’m trying to correlate the reason VLC was pulled from the App Store to an Android update too much? haha.
Seriously though I could see an attempt at this for the 2 operating systems that are pushed around by carriers more so than iOS. I’m not against this but I’d rather purchase an OS update from the software developer or OEM instead of the carrier. As far as paid software updates that genie might be out of the bottle but I do think they have to go to a paid structure eventually.
The problem there is support. If you buy the hardware from the carrier and it gets borked by a software update then which party is responsible for repair? They’d just blame each other.
Good point but I’d point my finger at the OEM. I’d do the same thing if an OSX or Windows update disabled my wifi instead of blaming my ISP. I don’t see how the carrier can test a device in a more thorough manner than the OEM.
However my view is only applicable in a market that isn’t subsidized.
Verizon finally released this today. Other users have been able to download (the pathetically late) Jelly Bean update, but I haven’t. Hopefully it’ll take of itself soon.