Let’s face it: HTC is far from being the model of the open source development world. While they still have a large following, their recent earnings statements are an indication that their followers are no longer following them. Their deliberate snubs at the development community, and the users who depend on them, have ranged from complete lack of required GPLv2 kernel source code to locked bootloaders and then allowing a pseudo-unlock which prohibits the flashing of partitions. With a net profit of only $33mil in Q4 2012 (down almost 90% from Q4 2011) and sales down 7% in January 2013 compared to January 2012, it’s obvious something needs to change. HTC’s CEO Peter Chou seems to think that marketing is the way to solve their problems though. Living in a different dimension, anyone?
Typically we would say that providing OS updates to devices is a great step to keeping the user happy, but this is another area in which HTC continues to falter. They have routinely promised updates to their phones and then delayed them or just flat out said they aren’t happening. Now, as luck would have it, the HTC Thunderbolt, a device launched in mid 2011, is finally getting the ICS update after being promised it would be released back in August of 2012. Verizon notified users a few days ago that an OTA update would be slowly rolling out to those still using this older device, with the software version upping the device to Android 4.04 (HTC Build 7.02.605.06710RD) and HTC Sense 3.6. What is interesting is Verizon has added a new application to the Thunderbolt, “Verizon Remote Diagnostics.” If you look at the description for this application, it sure seems like HTC and Verizon haven’t learned a thing from the CarrierIQ saga of late 2011.
New customer care solution to improve customer service experience. When a customer calls into Verizon Wireless customer care, this solution, with the customer’s permission, allows support personnel to remotely view the user’s device for device training, application demonstrations and troubleshooting.