RIM CEO: Buggy smartphone software is the "new reality"

While our experience says otherwise, we really hope that the practice of launching buggy smartphones hasn't been institutionalized. The Wall Street Journal just published a report about the "bumpy launch" of the BlackBerry Storm -- a handset that WSJ sources say sold some 500,000 units in the first month following its global release. Not bad, but well off the 2.4 million launch pace seen by the iPhone 3G -- the phone the Storm had hoped to unseat as sales champ. The WSJ speculates that the relatively timid response stems from buggy or otherwise "clunky software" that crippled the user experience and performance at launch only to be (partially) corrected later via software updates. An abysmal scenario which echos the buggy 2.0 software that accompanied the iPhone 3G at launch.

Now, instead of pleading for mercy at the feet of disgruntled consumers, RIM co-CEO, Jim Balsillie, calls the post-launch scramble part of the "new reality" of making complex cellphones in large volumes. A Verizon spokesman noted that return percentages are measurable in single digits (standard for a smartphone) adding, "The sales and performance of the device have lived up to our expectations." Fine, but when expectations are high that the consumer experience will be poor, somehow that doesn't sound like a victory to us.

[(Unverified) Posted Jan 26th 2009 8:45AM]

Let's cut RIM a little slack here. I'm not sure if RIM attempts to write the crippled Verizon version of the OS or if Verizon does it, but either way they're either writing and testing two versions or attempting to write a stable OS knowing Verizon is going to hack it.

Love the service coverage and love my BlackBerry, but Verizon can stuff their proprietary UI somewhere moist and warm.

[(Unverified) Posted Jan 26th 2009 8:51AM]

I have had not issues with either my original iPhone or the iPhone 3G that I have, I gave my iPhone to my Dad and it still has no issues, this Storm has been nothing but a flop from the start, from the low sales to the questionable software/mech. quality. So I think it is a copout for this guy to say that the problems are the norm. Why don't you call the consumer and see if they think that this junk that they put out is the NORM!

[Fring Posted Jan 26th 2009 9:46AM]

I have been defending the storm since day one stating these are growing pains and are to be expected, but after upgrading to the latest o/s (.90) and having basic functionality issues my opinion has changed. Example 1 - Camera is hit or miss on if it will actually save the picture. Example 2 - I had to pull the battery last night in order for me to be able to change the alarm from pm to am (the ok button wasn't responding). I'm mean really RIMM....I'm trying to give you the benefit of the doubt, but this is ridiculous.

[dibs oddjob Posted Jan 26th 2009 10:17AM]

You are seriously whining about a LEAKED OS? It's leaked and not official for a reason, it probably has a bunch of bugs, just like you described. Wait until you get the next official OS, then start crying if it still sucks.

[jupiterthunder Posted Jan 26th 2009 11:13AM]

I've got a better title:

RIM CEO says "Please don't buy our smartphones again"

[(Unverified) Posted Jan 26th 2009 11:20AM]

I think Rim and Verizon made a huge mistake rushing this to market. The multiple bugs and sluggish performance prompted high-profile tech reviewers to pan the device. As a result, the conventional wisdom is now that the Blackberry Storm was a failed experiment and a virtually unusable smartphone.

The irony is, when the Storm actually works, it's an excellent smartphone option, especially given Verizon's excellent wireless network. (I'm quite happy with my Storm, after the initial software update.)

I don't think that releasing buggy smartphones will be the norm. As the market becomes more saturated, savvy competitors will realize that they will gain better media buzz and customer satisfaction if they release a product that actually works.

[(Unverified) Posted Jan 26th 2009 11:30AM]

Really hoping that they can update the Storm software. RIM/BlackBerry has always been recognized for being rock solid and anything short of that could spell trouble. I have owned almost every version of BlackBerry and has always been awesome. I tried the Storm, but use the Bold as my main work (and some play) tool. I did a little writeup on the Storm and the G1 and you can find it here: http://budurl.com/SmartPhone. One thing I want to point out is that while I found many of the same issues that others did on Storm, I am operating on the assumption it will be quickly fixed. Now, every day as the clock ticks, I get a little more uneasy about it.

[Serryl Posted Jan 26th 2009 11:32AM]

I have no problem with the idea of there being bugs in the released software or with it being unpolished. For example, I've heard that the Storm's predictive text and error correction system needs some work. I'd be perfectly okay with that if I were an owner.

"Hey the text entry works, but it's not perfect yet."

There's nothing wrong with that. However, I've seen video footage of Storm's locking up randomly, of different apps randomly opening when users are doing something else, and of the screen glitching. Additionally there have been some complaints about the screen's overall responsiveness, which lead to the business card and torx screw hacks/mods. These are not unfixable problems, but the do seem to indicate that the device was rushed out the door, something that the co-CEO basically admits in this article.

I don't tolerate when any company uses their loyal customers to "beta test" unfished products. I understand that early adopters will always experience more issues than someone who's late to the party, but there are acceptable limits to what they must deal with in a product from a company as large and experienced as RIM.

[cdsfire Posted Jan 26th 2009 11:42AM]

Did the iPhone ever have problems? Thanks Engadget for clearing this up!

Original iPhone
http://www.engadget.com/2007/06/30/iphone-activations-hosed-until-morning/

http://www.engadget.com/2007/06/30/iphone-doesnt-work-with-most-3rd-party-headphones/

http://www.engadget.com/2007/06/30/first-engadget-iphone-returned/

[cdsfire Posted Jan 26th 2009 11:42AM]

http://www.engadget.com/2007/06/30/a-note-on-all-the-iphone-coverage/

http://www.engadget.com/2007/07/01/poll-got-iphone-activation-problems/

http://www.engadget.com/2007/07/16/comprehensive-iphone-bug-list-debuts-68-and-counting/

[cdsfire Posted Jan 26th 2009 11:42AM]

http://www.engadget.com/2007/09/05/poll-iphone-price-drop-blues/

http://www.engadget.com/2007/09/29/iphone-1-1-1-bug-unleashes-music-over-bluetooth/

http://www.engadget.com/2007/10/01/poll-did-you-upgrade-your-iphone-to-firmware-v1-1-1/

[cdsfire Posted Jan 26th 2009 11:42AM]

http://www.engadget.com/2007/10/01/a-note-to-both-apple-and-iphone-customers-on-the-v1-1-1-update/

http://www.engadget.com/2007/11/12/iphone-firmware-1-1-2-hits-itunes/

http://www.engadget.com/2008/01/16/iphone-v1-1-3-causing-major-issues-with-sms-message-order/

[cdsfire Posted Jan 26th 2009 11:42AM]

http://www.engadget.com/2008/02/22/businessweek-reports-iphone-sdk-will-be-late/

iPhone 3G
http://www.engadget.com/2008/06/13/iphone-3g-must-be-activated-in-store-and-other-followup-questio/

http://www.engadget.com/2008/07/17/poll-hows-your-iphone-3g-reception/

[cdsfire Posted Jan 26th 2009 11:42AM]

http://www.engadget.com/2008/08/01/how-would-you-change-apples-iphone-3g/

http://www.engadget.com/2008/08/11/iphone-experiencing-gps-problems-after-2-0-1-update/

http://www.engadget.com/2008/08/28/brando-unites-external-iphone-battery-with-speaker-at-long-last/

[(Unverified) Posted Jan 26th 2009 2:25PM]

Wow... you've got waaaaay too much time on your hands, or you must work for RIM. Or both.

[Serryl Posted Jan 26th 2009 11:57AM]

.....I think we all get the idea cdsfire. Thanks, but you're drifting into "spam" territory.

[Simon Seize Posted Jan 26th 2009 1:17PM]

But i can see his point just as i can see the RIM CEO's point. I can't think of a single major tech release in the last year that was flawless.

[(Unverified) Posted Jan 26th 2009 1:14PM]

My Storm is, admittedly, a little sluggish at times, but living with several iPhone users and been on the fence with the iPhone for years I can say, that without a doubt the Storm is far superior. Every time I've ever made a call with the iPhone or received one it sounds walki-talki terrible. Storm is cristal everywhere. EVDO 3G is wayyyy faster than iPhone 3G and my battery life is insanely good.

Setting up all types of email is ridiculously easy and online account management through BIS is also fantastic. Most other Blackberry Apps work on the Storm and I really can't think of anything that's missing. Sure I can't download some app that makes Lightsaber noises and displays a picture of a lightsaber, but WHY WOULD ANYONE WANT TO DO THAT.

Copy paste and MMS are fantastic. Flashlight rules.

Ringer is loud, speakerphone is insanely good, bluetooth great, buttony typing is phenomenal, free Google Maps is a great alternative to VZ Navigator, the YouTube application is fantastic.

OH AND AS A MEDIA PLAYER? No itunes. NO ITUNES. I drag and drop music, ringtones, pictures freely onto the phone via Windows folders. It even plays my audiobook m4b files. Did I mention that it's without iTunes?

Outlook sync is fantastic as well.

The Storm is the best phone I have ever used. Haven't had the pleasure of the G1, but it absolutely blows the iPhone out of the water except in that it MAYBE isn't QUITE as pretty. Functionally its superior and maybe the OS could be improved, and I have no doubt it will, but really...why the hate.

(NOTE: I got my Storm January 1 so I missed the initial super-buggy firmware)

[mauirob Posted Jan 26th 2009 3:38PM]

"Sure I can't download some app that makes Lightsaber noises and displays a picture of a lightsaber, but WHY WOULD ANYONE WANT TO DO THAT."

this shows you have no idea what the iphone can do.

i held out until the 3g version before making the plunge. but i've never looked back since then (previously used symbian/windows mobile phones for last 3 years before iphone). the reason i took the plunge was mainly due to the number of useful apps i kept coming across while doing my research. to me, the lack of mms and copy-paste was an acceptable tradeoff.

i can't comment on the storm, but 4 months after switching to iphone, here are some things i can do on my phone now i couldn't do before (or was extremely difficult to do) with my old htc s710 (which i loved actually):

1. stream hundreds of ota radio stations + pandora
2. keep track of all my gym workouts
3. make online dinner reservations
4. purchase movie tix
5. use sophisticated budgeting software
6. stream live cable tv and almost any file from my home pc (via orb). also schedule tv recordings from phone.
7. play well built time-killer games like enigmo, blackjack, bowling, chess, pool, crosswords
8. learn a new language
9. carry a full american heritage dictionary with me that also has word pronounciation
10. create quick posts/uploads to my wordpress sites, facebook, myspace
11. online stock trade (ya, i know you can do that on BB too)
12, create professional music beats/tracks and export to a DAW (via beatmaker)
13. use it as a full keyboard/remote control for my media center pc
14. upload/download/edit files via ftp of all my websites

there's many more things i'm leaving out. but you get the point. i was a huge windows mobile fan, until i got frustrated that for years the stupid geniuses at windows mobile never came out with any cool apps. i liked it's rock solid performance vs. symbian (used symbian os for about 2 years before; hated it), but the size of the library of iphone apps is what sold me. i could care less about the form factor (though i think it's nice of course). in fact, i have it in a admittedly bulky/geeky sena wallet skin that makes it double as my wallet. i like it.

what i find funny is when i meet people with iphone's who aren't power users and they start telling me about THE LIGHT SABER app. there are probably more people like that than power users. that's why people like terrymcbeer poo poo the iphone still.

[(Unverified) Posted Jan 27th 2009 7:32AM]

RIM CEO: "I'm an idiot" is a new reality in the smartphone market.

Dude, how can you release a phone like the Storm? Because you wanted to jump in the "touchscreen smartphone bed" quicker so you release a buggy phone that sits on top of a damn button!!!!!

What!!?!!?!?!!?!?

Unreal, I've been using a BlackBerry since the monochrome, green screen, no phone only email device days... and still use a Berry (up to the 8900 now, no Bold, AT&T blows major *** as the worst network in the world so I'm very very very pleased with T-Mobile)

But the Storm is just a piece of crap...

http://www.atomicsub.net

[(Unverified) Posted Jan 27th 2009 4:09PM]

SInce my purchase I have been an avid supporter of the BB Storm. Even with its endless glitches. I refuse to be a half-wit liberal sheep i-fan. However, after dealing with frustration after frustration with ZERO official updates or information regarding the "fixing" of the storm, I must say I am fed up. And now the CEO expects us to deal with it? Ummmm, how about you missed your christmas target and your phone is still buggy so bite the bullet and hold off until it is ready. This is the problem with public companies. Shareholders (who don't know their ass from a hole in the wall) demand good numbers every quarter which more often than not causes big Execs to make hasty/crappy decisions in an effort to please shareholders. Well this bridge has been burnt. I am selling my storm and switching back to Palm. If verizon's service didn't dominate the market I would have switched away from their crappy phones years ago. Attention PALM: Please bring the Pre to Verizon ASAP!!!!! I must get rid of this crappy storm. Maybe in a year or so I will give RIM another shot but for now I will bad mouth them because it makes me feel better for being a free guinea pig to RIM.

[(Unverified) Posted Jan 29th 2009 3:33AM]

The storm sucks hard. Ive tested all the phones. This is a very sorry excuse for a iphone killer. Disable the screen click. The phone is SLLOOOWWW. Fix how slow it runs. Disable the screen touch when looked. This falls very very very far behind when it comes to an actually amazing phone. If i didnt have an iphone I would care a lot more. I use the storm to make calls.. THAT IS IT!!!!