ICS update leaks on vzw doc!

[dplane]

But that would make too much Sense.

I see what you did there

 

[Kaptain75329]

Think about it this way.. If you call Verizon tech support and ask them about an update, they have no clue.

Absolutely correct. And this brings up a good point: there's good reason why tech support (and most others within the same company) do not have information on unannounced/unreleased updates. Asking tech support about an update in development is akin to asking your doctor why you hear strange moaning noises coming from your house attic. We might have a good theory but we just don't know for sure.

As someone who has worked in tech support for the better part of the last 12 years -- from taking calls to being the manager -- I've seen well-oiled machines and dysfunctional neglected departments alike. No matter how good or how poor, I can tell you that we don't normally get information on pending updates and their associated lead times. The job of a service/tech support desk is to provide assistance to products and software in the field. In most organizations, the job of writing and testing updates is put to software engineers. Once they finish writing and configuring the software, then they inform us (tech support) how it's supposed to function and what to look for when it doesn't.

Management for the support of a product is a completely different ball game from managing the engineering of it. We're smart techies too but we don't know everything.. just because we can change the oil doesn't mean we can build the car.

The job of engineering software vs supporting it requires very different office space accommodations and likewise differently skilled people to man them. The support folks need an open area so they can pool their talents and communicate fast -- a call center is often a busy, hectic environment. Software engineering is a different beast altogether, and those folks need a lot of privacy and autonomy so they can concentrate. With a couple of key exceptions, it's simply not practical for support guys to be talking to engineers about something that's not finished and thus not ready for prime time.

There's no way for you to get a reliable answer from tech support on what's coming until after the organization (Verizon in this case) announces the update. By then, tech support is either trained, or in the process of training to support the update. Prior to then, all you're going to get is guessing at best. Tech support analysts do themselves no favors when they start speculating on what's going on in departments located in buildings they're not even cleared to enter.

Sorry for the what might appear to be a rant.. I don't often see tech support folks countering the plethora of misconceptions out there and I think it's a good thing to provide a little perspective.

 

[MrSmith317]

Snip...
Sorry for the what might appear to be a rant.. I don't often see tech support folks countering the plethora of misconceptions out there and I think it's a good thing to provide a little perspective.

I used to be Tech Support so I'd never bash the poor souls still doing it. Unless they work for Verizon lol.

 

[Dovahkiin]

I used to be Tech Support so I'd never bash the poor souls still doing it. Unless they work for Verizon lol.

They have no souls. They're husks of useless solutions. Their suggestion of performing factory resets on the smallest issues is like suggesting you mortar your lawn because of ants.

 

[jimbl]

So who still thinks we'll see the update a week from today? I say no. I say July 32nd we get it.

 

[MrSmith317]

They have no souls. They're husks of useless solutions. Their suggestion of performing factory resets on the smallest issues is like suggesting you mortar your lawn because of ants.

That's actually not a bad idea. Did you get that from Verizon pest control?

 

[Dovahkiin]

That's actually not a bad idea. Did you get that from Verizon pest control?

You're right. The more I read that to myself, the better it sounds. We should come up with a spin-off business proposal for them.

 

[humpagardengnome]

....Verizon pest control?

I believe that was the working title of their original business plan.

 

[KSDroid01]

Usually docs appear as early as a week ahead of time. Usually the soak takes place 2 weeks ahead of time to make sure that the software is delivered and works the way it's expected to. Verizon should just release the RUU to the public, let us beta test it for them and work with them. But that would make too much Sense.

VzW's Rz support page says "Software Update - Coming Soon!" FWIW. Course for all I know it could have said that since before we got 2.01.605.11.

 

[NoYankees44]

It's the same with iPhones. Both my roommate's have them and everytime there is a problem they take them to a "genius" and all they do is wipe them. If that does mot work they get them a new one.

Also my roommate's refuse to update their phones anymore cause they get a crap ton of problems every time they do unless they wipe them.

Sent from my ADR6425LVW

 

[jimbl]

VzW's Rz support page says "Software Update - Coming Soon!" FWIW. Course for all I know it could have said that since before we got 2.01.605.11.

Yeah I think it has said that for a while.

 

[anon(94115)]

They have no souls. They're husks of useless solutions. Their suggestion of performing factory resets on the smallest issues is like suggesting you mortar your lawn because of ants.

You don't? sonofabi.....

 

[kulkaholic]

It's the same with iPhones. Both my roommate's have them and everytime there is a problem they take them to a "genius" and all they do is wipe them. If that does mot work they get them a new one.

Also my roommate's refuse to update their phones anymore cause they get a crap ton of problems every time they do unless they wipe them.

Sent from my ADR6425LVW

Impossible. Apple is a superior product