[Android General] chronicfathead:
My correspondence with Motorola so far:

Me

Motorola

Subject

Atrix update to ICS

Discussion Thread

Response Via Email (Erik)	08/10/2012 08.54 AM

Customer Reference number: 121005-004389

Dear Mr Brewer,

Thank you for contacting Motorola.

We are very sorry to inform you that we are unable to assist you any further with your query.

For any further assistance or information please do not hesitate to contact us, quoting your Customer Reference number. We are reachable on 0870 901 0555 to discuss the matter further with one of our experienced customer service agents. Please contact us anytime between the hours of 8:30am and 6pm Monday to Friday and Saturday 8am to 2pm.

Kind regards,

Motorola Mobility UK Ltd.

0870 901 0555

www.motorola.com

Customer By Web Form (Danny Brewer)	05/10/2012 01.07 PM

Hi

Can you elaborate on what part of the experience is unacceptable?

I have tried several of the ICS and Jellybean roms on XDA, and the only issues are the camera, hardware acceleration in games and Webtop. The dev's on the XDA site are confident that they can get a very acceptable experience, if they only had access to the hardware drivers and kernel.

Three options:

1. Release the ICS update as a manual install for people, so if they want it, and are prepared to accept a slightly reduced user experience they can install it. Even if it doesn't have webtop, give people the choice.

2. Release the files needed by the independent devs, so they can perfect their ICS and JB roms, in their SPARE TIME! (http://xdaforums.com/member.php?u=4480697)

3. Do nothing, lose customers and generate ill feeling towards Motorola (see this post about Jeff Jarvis and DELL http://buzzmachine.com/2005/08/17/dear-mr-dell/)

Please do not allow this more than capable device (and others) to ruin your reputation. I love the hardware, I love ICS and Jellybean, but at the minute I find myself hating Motorola.

Very Unhappy my device, that was released in the UK in September 2011, is no longer going to be updated, when I know it can be made to work. Look after your customer, and they will always come back to you, piss them off, and they will walk away and tell others to stay away.

Please pass this on to the relevant people in the IT (?) section, their managers or whoever can reverse this decision.

Thanks

Danny

Response Via Email (Daniel)	05/10/2012 11.00 AM

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

Customer Reference number: 121005-004389

Dear Mr Brewer,

Thank you for contacting Motorola.

We are sorry to inform you that the IT department have decided not to update the Motorola Atrix since the user experience was not acceptable with ICS for this particular model. We sincerely apologize for any inconvenience this may cause you.

For any further assistance or information please do not hesitate to contact us, quoting your Customer Reference number. We are reachable on 0870 901 0555 to discuss the matter further with one of our experienced customer service agents. Please contact us anytime between the hours of 8:30am and 6pm Monday to Friday and Saturday 8am to 2pm.

Thank you for allowing us to be of service to you.

Kind regards,

Motorola Mobility UK Ltd.

www.motorola.com

Customer By Web Form (Danny Brewer)	04/10/2012 08.07 PM

Hi

Why is the Atrix not being updated to Android 4.0?

The devs on XDA have got most of it working and all they need are certain files to keep the Atrix alive and up to date. If a few people can do this in there spare time, what justification can Motorola have for not updating the phone.

As you will see, there are many people furious about this, and Motorola are losing a lot of loyal customers. To be promised an update, for what was Motorola's premiere phone, only to have our hopes dashed in the last few remaining days has crushed us.

We will not go down quietly.

A very angry customer.

Mr Danny Brewer

Motorola Atrix

UK