Has Motorola Lost The Trust Of Its Users?

Posted on Oct 11 2012 - 1:18pm by Brad Ward

Users of the Motorola Atrix 4G were promised to get the update to Ice Cream Sandwich in Q3 of 2012 along with the Atrix 2. For some reason, Motorola dumped that promise, threw out the window and then proceeded to stomp on it. Customers are pretty angry, and frankly, Motorola may have lost the trust of users of the Atrix 4G. While there is only a small portion of their loyal fans using the Atrix 4G this could potentially burn Motorola soon. On the other hand, we had a feeling that the Atrix 4G would not be getting the Ice Cream Sandwich update, as Google announced plans to give those who did not get an upgrade to Jelly Bean a $100 rebate for another Motorola handset. Of course, after this, many may not want another Motorola handset.

So, what exactly is the problem here? Motorola promised Atrix 4G users that they would be getting the Android 4.0 Ice Cream Sandwich update in Q3 of 2012, later on they changed that, and then later said that the Atrix 4G would not be getting the Ice Cream Sandwich update at all. Although it was probably a mistake on their part, as they probably thought Android 4.0 would work fine on the Atrix 4G, they have still essentially lied to their customers, as they did not even provide a coherent reason as to why the Atrix 4G would not be getting the Ice Cream Sandwich update. It’s ridiculous, Motorola did not release a diplomatic statement, and instead crushed all hopes Atrix 4G users had.

Since the Atrix 4G and Atrix 2 have very similar specifications, I think they simply want their customers to purchase a new Motorola phone. The Atrix 4G is perfectly capable of getting the ICS update without any issues. I think the problem here is that the “new” Motorola is trying to get rid of some of their older devices and focus on their newer ones with more popularity. Whatever the case is, dropping the Atrix 4G like a hot potato was not a good idea on their part. To be honest, they’ve probably lost more customers than gaining them. Also, Motorola has been cutting staff too, so this may also factor into the reason why it will not be getting the update to Ice Cream Sandwich. I still find it to be a lack of integrity on their part though. They should have at least gone ahead with the devices that they promised to update, dropping it like a hot potato, was again, not a good business decision on their part.

This is definitely not a good start for the “new” Motorola, but hopefully moving forward things will be getting better. In the mean time, trying to get Cyanogen Mod on the Atrix 4G might be a good idea right about now.

What do you think? Do you think that they were right in the idea of dropping the Atrix 4G? Do you own an Atrix 4G, and if you do, will you be getting a new Motorola phone or heading off to a new company? Let us know in the comments below!

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About the Author

Residing in Eastern Michigan, Brad is a lover of all-things Android. Technology has always been a fascination for Brad, which has led to an interesting in writing. His first phone was the Motorola Atrix 2. He currently works at The Droid Guy and enjoys gaming, weightlifting, reading, creating ideas and watching start ups.

  • Russell Taitz

    I think Motorola suck.
    There official line for more than 6 months said the Atrix 4g was getting ICS during Q3. They changed that a week before the end of Q3. At it’s best that is downright deceitful. It’s hard to imagine that a week before the deadline, after implying it had been in development for 6 months they woke up and said f..k our loyal customers, we just are not going to deliver.
    On principal I will not buy a Motorola phone and make every effort to avoid Googles(own Motorola) android platform.
    A total lack of integrity.
    I know they had a disclaimer on the website, but based on the timeline I’m hoping someone sues them. I dislike lawyers and class action lawsuits, but that seems the only way to hold slimy companies accountable

  • Billy

    It is really disappointing when a company promises an update then just dumps you like a piece of garbage. If we are still under contract they should at least ofter to pay off your contract. Then we can dump moto.

  • neeraj

    Motorola Sucks #$#$#*# not expected with New Motorola …. this was my last device from MOTO… IPhone or Windows 8 will be my next device.

  • Pld

    I did not mind paying top dollar for a good product the atrix 4g is a good platform…Motorola on the other hand should think twice before screwing its customer base. I will not spend a penny for anything that is branded with the “m”. they should update everthing for 10 years or upgrade for free to keep the churn. bunch of hoopuckey.!!!!!!!!!!!!!

  • Vivek

    My last device of Motorola..my very 1st was moto some 8 yrs back and this will be my last..pretty disappointed with no ICS on my phone..

  • Eric

    I am extremely upset over their lie to us Atrix 4G owners. I have all the accessories for my 4G..Lapdock, car dock, and the HD media TV bundle(Bluetooth keyboard, mouse, and HD dock+remote) and bought this phone over others on market for the “like a PC” aspect. The fact that motorola kept stating on THEIR forum they were working on ICS for the Atrix 4G, gave a date repeatedly then dropped it with no reason 1 week prior to the release date has left a really bad taste in my mouth. Nothing is worse than a company that does not keep their promises. Nothing.
    I chose Motorola over Samsung(Atrix 4G vs Galaxy 2S) because Motorola SUPPOSEDLY updated the Android OS for their customers and Samsung did not do that. Well, now Motorola is falling fast. Layoffs, reselling the company again. Hell, Google doesn’t even want them now. Motorola was onto something with the docking stations and lapdocks like the LapDock Pro 500. I was going to drop AT&T just to get the Razr Max and the lapdock pro 500 in less than a year after my contract ends for that 500 pro system and razr Max. Now, I will be shopping for more than a new carrier. I will be shopping for a new PHONE manufacturer that has their stuff together and are progressing forward with technology. Not going backwards by eliminating accessories that put them ahead of their competition. “A computer in your pocket” and the “first dual core processor, webtop etc” means nothing when you can’t, as a company who created the stuff, keep up with updates for your product owners. Blatantly lied too is hard to swallow.
    (this was typed on my atrix 4g while docked in the original lapdock 100).

    I have already lost Flash Player on my lapDock because it can’t auto update itself. Now the phone itself is a year old and basically obsolete and worth NOTHING. Soon, in a matter of a few short months, the phone will begin crashing because of an outdated Android OS which certain Apps will require ICS and I and MANY others will be screwed. Unable to update apps and will have security holes on our system and plugins/extensions.
    Shame on you Motorola. Not caring about your customers is saddening at the least.

    Eric

  • Eric

    Oh, I Emailed motorola 1 month ago when my Lapdock for my Atrix 4G(lapdock is a notebook device) lost Flash Player because it was stuck on Flash Player 10.2 and for security reasons was blocked from running. This is what happens without updates. Motorola’s response to my question about Flash Player and what to do was, according to them, download HTML5. What a crock man. it’s not possible to have the phone run Flash 11.2 while the lapdock converts to “5”. Can you imagine the issues?? Just do updates for your equipment. Do you really think people will buy things that can’t be updated? firmware, OS, Video, security, etc….. Get your stuff together motorola or you won’t be laying off, you will be locking doors1!!

  • rod

    Motorola sucks, You just don’t treat your customers like that. They should give an honest explanation of what happen really and WORK HARD in releasing ICS in the future…

  • Anonymous

    Im with you. As soon as my contract is up in 3 months I will be getting a new Iphone.

  • Thommy Vercety

    I was pretty sceptical for buying a motorola phone. But a friend of mine introduced me to atrix and I loved it, nice, fast phone, very powerfull. It can for shure run android 4. And now after this mockery with the customers I’ll never buy a motorola phone and maybe any product at all form them. Thats how i’ll express my disappointment… A step in the wrong direction NEW MOTOROLA :(

  • Bob

    The Motorola atrix was my fist android phone and maybe my last,not sure if I will get a new android or get a iPhone when I can update my phone.But I do know this it will not be a Motorola phone.

  • Rick

    Motorola has done it again! They got me with the Backflip. Sure I got the promised update after almost a year, but then they dropped support for it. I chose the Atrix 4G, a true superphone, based on the promised update to ICS. I owned two of the original RAZR’s, I’ve been a Moto customer for 10 years but I’m through with them. Their yet to confirmed $100 credit for a new Moto handset is a joke, send me a check to spend on the phone of my choice! File a complaint with the BBB, they’ll send you a canned response, don’t accept it, keep the file open, demand a new device of your choice. Samsung Galaxy SIII here I come.

  • Michelle

    Motorola can shove their $100 bribe up their @$$e$! I wouldn’t own another one of their phones if they were giving them away! I will continue to warn anyone who will listen that Motorola is run by liars & doesn’t give a crap about their customers!

  • steelhoof

    This is more of why I have ZERO desire to own any Motorola Smart phone going forward. Motorola pushed the Atrix 4G, which i own, with ATT’s help as the most advanced phone ever less than 18 months ago. It will never make it to Ice Cream Sandwich (Android 3) let alone Jellybean. The other, nuch bigger reason? I need to change phones from time to time and it is a major hassle to save a phone number to my SIM card for use on a different phone. I inquired, and they said it was by design.

    “Who,” they asked me, “would want to save phone numbers on a SIM card when using your MOTO Blur account to save the information was so much richer an experience?” Because my other smart phone is an HTC Galaxy IIS for which the MOTO Blur account is useless.

  • steelhoof

    Corrected.
    This is more of why I have ZERO desire to own any Motorola Smart phone going forward. Motorola pushed the Atrix 4G, which i own, with ATT’s help as the most advanced phone ever less than 18 months ago. It will never make it to Ice Cream Sandwich (Android 3) let alone Jellybean. The other, nuch bigger reason? I need to change phones from time to time and it is a major hassle to save a phone number to my SIM card for use on a different phone. I inquired, and they said it was by design.

    “Who,” they asked me, “would want to save phone numbers on a SIM card when using your MOTO Blur account to save the information was so much richer an experience?” Because my other smart phone is an HTC Incredible or Galaxy IIS for which the MOTO Blur account is useless.