Dear Sony Ericsson,
Though we've known each other for some time, this is the first time that I've written. For the most part, our relationship has been a good one. Back when AT&T was still AT&T Wireless, the Sony Ericsson T68i was one of the very first phones I ever owned (it's so old that I can't even find the CNET review). At the time, I was the envy of my friends since I had a nifty new feature called Bluetooth. What's more, I was the very first person that I knew to have multimedia messaging.
Sony Ericsson T68
(Credit: Sony Ericsson)Though I had to ditch the T68i by the time that I arrived at CNET almost exactly six years ago (happy anniversary to me!), I continued to use your phones periodically as my personal device. And in my official role at CNET, I've reviewed no fewer than 33 of your handsets. On the whole I've enjoyed what I've seen. You've given us brilliant displays, your Walkman and Cyber-shot phones can offer fantastic multimedia quality, and you regularly introduce conversation piece models like the Xperia X1.
But after reviewing T-Mobile's recent Sony Ericsson Equinox, I no longer can overlook one of my frequent complaints. And no, I'm not referring to your unfortunate tendency to over-design your keyboards and controls at the expense of usability. Instead, I'm talking about Sony's proprietary ports and memory cards.
Now I know that you've pledged to adopt the Micro-USB charger standard, but the rest of the cell phone world is rapidly leaving you behind. Even Samsung, a company that put a different charger port on almost every phone, has largely moved in that direction already. In comparison, you're beginning to look dated and frankly, a little stubborn. So please, drop that pesky proprietary port without further delay.
On the upside, I was pleased to hear last summer that you'll be dropping the Memory Stick Micro format in favor of microSD cards. With the exception of the X1, you've stuck firmly to the costly Memory Stick Micro cards until just recently (the Equinox requires them). I'm pleased, however, that newer models like the Yari, the Satio, the Aino, the Jalou, and the Xperia X10 all use microSD. Not only will that save your customers money, but also they'll be able to transfer data onto their phones from other devices.
The W995's lovely 3.5mm headset jack.
(Credit: Kent German/CNET)Lastly, I have to ask that you stop using your proprietary headset connection and adopt a standard 3.5mm jack. I know you're capable of doing this, but I need to see more effort. One of the best features on the W995 was its 3.5mm jack. I was very pleased that I could use my own headset while listening to tunes without having to fumble with the awkward adapter. Even better, I could use more than one peripheral at a time.
You already offer great phones, but these changes will make them even better. Plus, you'll be showing your customers that you want to offer them the most choice possible. That's a small price to pay for a lot of user goodwill.
Regards,
Kent German
P.S. I'd also like to see more of your phones come to U.S. carriers--I fear that we'll never see the Google Android-powered X10--but I'll save that for another column.
With the Moto Cliq, it matters what's inside.
(Credit: Motorola Cliq)On Call runs every two weeks, alternating between answering reader questions and discussing hot topics in the cell phone world.
In the age of iPhone, Google Android, and Palm WebOS, a funny thing has happened on the way to the cell phone store. Though handset design has long been the focus of cell phone development, hardware manufacturers appear to be shifting their attention. Software is now taking center stage as companies struggle to distinguish their touch-screen devices from their competitors, and companies aren't being shy about this new focus.
The shift really hit home in September when we met with Motorola following the introduction of its Android-powered Cliq. As my colleague Tom Krazit wrote at the time, Moto CEO Sanjay Jha was clear that his company is resting its comeback attempt on its signature MotoBlur software. Jha characterized MotoBlur as more than software, but also as "emblematic of the shift towards software and the Internet as the main features in a modern mobile phone."
From a company that developed some of the most iconic cell phones in history (hello, Moto Razr and Startac), Jha's words were surprising. Software has always been a part of phones, but it has rarely defined them. Unless you were a smartphone buyer deciding between Windows Mobile and BlackBerry, most customers bought a phone and used the manufacturer's standard operating system without a thought. Sure, more savvy users had their strong preferences, and Verizon tried an abysmal standardized interface on its handsets, but elements like thin designs, colored faceplates, and messaging keyboards got the most attention.
... Read more
The Cliq could give Moto a boost.
(Credit: Josh Miller/CNET)Sixteen months ago I wrote in On Call that I was not prepared to dance over Motorola's grave. While some analysts and tech journalists weren't sad to see Moto go, I wouldn't savor a cell phone world without a company that had such a pioneering role.
Over the following year, however, Moto has done little to step up its game. Besides a few decent handsets like the ZN5, its product line mainly stuck to the tried and true of rugged and thin designs. It was all getting a bit worrisome until the Google Android operating system became the focus of the company's comeback plan.
Though we knew that Moto was tinkering with Android for some time, it wasn't until a showcase event on September 10 that the company announced its ambitious Android plans. It would introduce not only multiple Android handsets, but also a new user interface called MotoBlur that centers on social networking. It's an intriguing and risky move, particularly as the Android game attracts more players. But after reviewing the Cliq, I think Android may be Moto's return ticket to respectability. By all accounts, the Cliq is the best thing I've seen from Motorola in more than a year.
Granted, that bar isn't very high, but that's hardly the point. Rather, Moto finally is striking a new path away from Razr revamps. The Cliq won't be a miracle device for the company, but it feels very much like a solid foundation for a new direction. Next up is the Verizon Droid, which got its start this summer as the Moto Sholes. We haven't even seen official photos yet, but Verizon is already taking aim at the iPhone with a snarky television commercial pointing out the iPhone's faults. If the finished product lives up to the early praise, Moto could have an excellent device on a network that's not AT&T.
On the other hand, I'm not so confident about MotoBlur. While the user interface is impressive for what it does, I'd hate to see the company rely too heavily on one user segment. Yes, there are plenty of "connected socializers" who want their entire lives converged onto one device, but there are also people who will find MotoBlur overwhelming, unnecessary, and a bit creepy. As my colleague Tom Krazit reported last month, Moto is shifting its focus from hardware to software. That's a big jump for a company that built its reputation on phone design and gave us iconic handsets like the Razr and the Startac. Moto's comeback plans have promise, but it's essential that the company doesn't forget its history while creating its future.
Welcome, iPhone, to 2003
(Credit: Corinne Schulze/CNET)On September 25, AT&T finally activated multimedia messaging for the iPhone. The long-awaited features caused great excitement for AT&T iPhone users, primarily because they had gone so long without it. Even worse, they had to watch while their counterparts in other countries could use MMS immediately after they got iPhone 3.0.
When the MMS update went live shortly before noon Pacific time, I posted a quick blog announcing that users could now send their first multimedia message. The blog stuck mostly to the facts, but I decided to end it by welcoming the AT&T iPhone "to 2003." And that's where the fun began.
I soon received e-mails and blog comments from CNET readers who disagreed with my salutation. Some were polite, and some weren't, but all felt that I had overlooked the iPhone's other strengths while bemoaning its late arrival to the MMS party. Here's a sampling.
LOL. Hey Kent, what do you mean by "Welcome, iPhone, to 2003?" Why is that people think the iPhone is behind by not doing MMS? Other phones can do MMS, but are way behind cause they can't do email! The first MMS was sent out in 2002, the first e-mail in the mid 1960's! Somebody please explain.
- mritalian76
OK, I read all these comments from people who sarcastically proclaim the iPhone having caught up with 2003. On the other hand, Apple did make some nice enhancements to MMS. For most people, "MMS" simply means photo messaging, but on the iPhone you can send audio files, contact cards, and map locations.
- KingKuei
I know it has already been said in the comments, but I think it is worth repeating. The iPhone, unlike most phones "from 2003," can use MMS to send more than pictures. You can send contacts, videos on the 3Gs, and mapping info from the Google maps app.
- dandy1117
Yeah, it's real sad [that the iPhone is just getting MMS] when you consider that other phones can only send/receive MMS, but not email and stuff like that.
- Perry_Clease
I'll readily agree that the iPhone does many things well and it offers some experiences that aren't available on many other phones. But even with those strengths, it lagged behind almost every other cell phone on the planet by not offering a basic mobile feature for the first two years of its existence. MMS is a basic feature, but full-fledged e-mail is not. What's more, though the problem was AT&T's, the carrier's strengths and limitations are an integral part of the cell phone user experience.
So, seriously, in this case I can't make excuses. The iPhone should have had MMS from the start, and AT&T customers shouldn't have had to wait when iPhone users in other countries got it.
The Hero is a good move for Sprint.
(Credit: Sprint)Update: Sprint announced the Palm Pixi the night after this column posted.
Almost a year ago, I wrote about Sprint's lack of identity in the U.S. carrier world. While other major operators had used trendy devices, service, and even marketing slogans to develop distinct personalities, Sprint was wrestling with incompatible networks, a baffling ad campaign featuring CEO Dan Hesse and a relatively mundane product lineup. At the time, I argued that Sprint needed to really distinguish itself from its rivals if it hoped to reverse declining revenue and customer churn.
Twelve months later, Sprint continues to lose money and valuable postpaid customers--not that other carriers are doing that much better--but I believe that Sprint is making a turnaround on the identity front. It dropped that Hesse ad campaign and rolled out a new series of commercials that focus on the Palm Pre and fun factoids about the carrier's network. Admittedly, the surreal Pre ads with the talking head are a little creepy, but you remember them and they do tell you something about the Pre.
Sprint is also making strides on the device front. Last September when AT&T was grabbing headlines with the iPhone 3G and T-Mobile had just announced the world's first Android phone, Sprint was capitalizing on the Samsung Instinct and the HTC Touch Diamond as its flagship products. It's not that they were bad devices, but they didn't have quite the star power of Apple and Google.
Yet, things are changing as Sprint lands devices that move cell phone development forward. In June, Sprint finally got the aforementioned Pre, which offers a number of awesome new features like the Palm WebOS. Sure, we didn't love the Pre completely, but it brought us something new and unique, rather than just repackaging and rehashing every other Sprint handset. Sprint also scooped up the RIM BlackBerry Tour earlier this summer and just last week it announced its first Android device with the HTC Hero. As Taylor Wimberly noted on Android Atlas, the Hero offers a number of improvements over T-Mobile's MyTouch 3G.
So what does all this mean for Sprint? I'd say it's a sign that Sprint is clawing its way back to having a sound identity. The quality of its network and customer service are important for its brand revitalization, but a solid range of phones that includes handsets like the Pre is just as essential. Sprint hasn't completely regained its footing, but these phones are a start.
On Call runs every two weeks, alternating between answering reader questions and discussing hot topics in the cell phone world.
Q: I was an Alltel customer, but I'm now with Verizon Wireless following the merger. I want to add a fourth line to my family plan, but Verizon informed me that my Alltel phones were not compatible and that I'd need to replace them. Replacing all four phones would cost me about $600. What can I do?
- Sarah
A: Since Alltel and Verizon both use CDMA technology, I was surprised to hear that your Alltel phones aren't compatible with Verizon's network. I checked with Verizon and got a quick response. While most Alltel customers won't have to buy new phones, there are exceptions (there always are). ... Read more
The MyTouch 3G: it will cost you.
(Credit: Corinne Schulze/CNET)Despite what you might think, I don't believe all cell phone carriers are evil. Like any big faceless corporation, they're not always going to get it right, but I'm confident that carrier execs don't just plot to screw the customer.
Yet, every so often something happens to shake that confidence. On Sunday, I accompanied a friend to the main T-Mobile store in San Francisco. He's been waiting for weeks to finally ditch his clunker Nokia 6133 and upgrade to the MyTouch 3G. As a five-year T-Mobile customer who had been off contract for three years, he was ready to sign a new contract and agree to a more expensive monthly plan with data.
We were greeted by a friendly T-Mobile sales rep and our buying experience proceeded smoothly as my friend picked out his data plan, signed the new contract, and activated his MyTouch. Just as he pulled out his card, however, the trouble started.
The rep announced that he'd have to pay an $18 "upgrade fee." Uh, pardon me? I broke in and asked why a long-time customer who was signing a new contract and was agreeing to a costlier monthly plan was subject to the fee. With a smile and a relentlessly cheery demeanor she replied that she didn't know, but that he'd have to pay it anyway.
My beef with the upgrade fee is two-fold. First off, it should be waived for customers like my friend. He had only purchased two phones during his entire five years with T-Mobile so he was eligible for an upgrade. But now he's charged for being eligible? Wireless carriers hate customer churn, so I can't grasp why T-Mobile is charging a customer to not jump ship to another carrier.
Secondly, the fee is nothing more than a way for T-Mobile to make some cash. While supplying a phone and offering service to customers costs T-Mobile money, I don't understand the inherent cost of moving a customer from one phone to another. As I see it, the fee is all about helping T-Mobile's bottom line, but isn't my friend doing that already by remaining a customer?
When I contacted T-Mobile for an explanation, a spokesperson responded that the upgrade fee helps the carrier offer great value in its device and rate plan pricing. I appreciate the response, but I couldn't disagree more. Loyal customers should be rewarded for remaining loyal, not charged for it.
Q: We're meeting friends from Israel in Santorini, Greece for a holiday. Since they'll be staying on another part of the island, we're bringing an unlocked cell phone so we can keep in contact. How can we get an Israeli prepaid SIM card so it won't cost us the $4.99 per minute that our carrier charges to call an Israeli number?
- Linda
A: Forget an Israeli SIM; I recommend that you and your friends each purchase a Greek SIM card. While you'll be calling an Israeli number, you'll be calling it from Greece. As such, you would pay roaming and possibly long distance fees just to place a call. Also, it's very possible that a prepaid Israeli SIM card won't even work outside of Israel. ... Read more
Try as I might, I can't get that worked up about carrier exclusivity. If a cell phone carrier and a manufacturer want to pair up and offer a handset for a certain period, I'm not going to oppose it purely on principle. Granted, such deals may not be fair to absolutely everyone, but I'd argue that there are much bigger problems with how the U.S. wireless industry operates.
Yet, a few U.S. Senators don't appear to agree. On July 7, a few weeks after a Senate committee grilled national carrier reps on device exclusivity, Sen. Herb Kohl (D-Wis.) wrote letters to both the federal Communications Commission and the Justice Department's antitrust division asking the agencies to investigate the issue and suggest possible regulatory proposals.
The original iPhone made carrier exclusivity an issue.
(Credit: Corinne Schulze/CNET)"The practice of large cell phone companies gaining exclusive deals to the most in-demand cell phones is a serious barrier to competition," Kohl wrote. "Consumers are unlikely to obtain cell phone service from companies if they cannot obtain desired handsets."
I'm no carrier lackey, but I find it fascinating that Congress is just now noticing that carrier exclusivity exists. The practice, which is hardly unique to the United States, has been around for a long time. So from where is the sudden interest coming?
... Read more
The iPhone 3GS: What will it get you?
(Credit: Corinne Schulze/CNET) Q: What are the main differences between the iPhone 3G and the iPhone 3GS? With the iPhone 3G being just $99, I'd rather not spend the extra $100 for the 3GS if I don't have to.
- James
A: The extra $100 for the iPhone 3GS gets you a few things. They aren't mind-blowing, but they are worth an extra $100, depending on your point of view.
If price is your main issue, then I think you'll get a great iPhone experience with the $99 iPhone 3G. But, if money is third our fourth on your criteria list, I'd say that you'll enjoy the added features from the iPhone 3GS.
