Protest and Principles

I’m not getting the iPhone5. In fact, I still have the iPhone4 (not the 4s). And I’m telling people who ask me (people who have been known to camp out for the latest technology release) to consider if the upgrades offer enough value to be beneficial. Before purchasing the latest release, I always ask myself (and encourage others to ask themselves) the following:

  1. What additional features does this release offer? (In the case of the iPhone5, it has a faster processor, a slightly thinner frame, and a slightly larger viewing area. Oh yeah, and a new maps application.)
  2. What void will these features fill in my day-to-day routine? (It might be a bit faster, and make searching on my phone a bit more visually appealing.)
  3. Is the value difference great enough to support the change and expense? (Because the iPhone5 does not contain a multitude of additional features, and I have to renew my contract with my current provider, I answered “no” to this question.)

While I was going through this process, I started thinking about how recently every software and hardware giant has been releasing upgrades, products, and versions that are lackluster. Their PR people do a great job and they sell millions during pre-orders, but when you really dissect the differences from their prior release, you are left wanting.  I’m protesting out of principle; new releases need to live up to their hype. In this environment of constant innovation, why aren’t these releases more…innovative? Have the companies gotten complacent or have we? I think it is us. We are not demanding more from the latest and greatest and so the companies aren't delivering it. It’s the same with service. Generally, customer service has declined across industries because we expect and accept less. It’s time to demand change—in both arenas. And, as with every monumental change throughout history, it starts with one person or a small group of dedicated people. Apple won’t care that David Campbell isn’t getting the iPhone5 this holiday season. But I’m sure there are others who feel the same way. You in?  I want to hear from you.

I want to hear from you.  Respond to the below or leave a comment and check back for a reply.

  • Do you have an iPhone5 and love it? What made you decide to get it?
  • Do you agree with me? Are the changes not substantial enough to make you want to switch?
  • What is your decision making process when considering a new product or software release?

Topics: customer service, review