I'm a technology junkie. I admit it, I own it, I've thought about seeking help for it, and then been distracted by something shiny in the window of Circuit City. Occasionally (Ok, maybe a little more than occasionally) this leads to me buying things that are brand new on the market, which come with a built-in "frustration factor" as everyone tries to work the bugs out. It's OK though - you know that nothing is perfect, you know that sometimes things hiccup, but eventually it will work itself out, and you don't worry too much about it.
The Blackberry Storm is the exception to this rule. The phone has only been out on the market in the US since December, and I have already been the not-so-proud owner of TWO handsets, one of which died completely, taking all of my data with it.
So, while I'm not normally a hard copy letter writer, as I usually prefer the softer and quicker touch of email, I actually got so FED UP with my Storm that I sat down and wrote a letter - copy that, WROTE A LETTER, like with post it notes and an outline and everything - to Mike Lazaridis, the President of Blackberry. I mailed it on Monday, so we'll see what kind of response I get.
I actually got a lot of my frustration out in writing the letter, and I was relatively carefree about the whole thing, until I got up at 6am this morning for a conference call, and my Storm decided to reset itself at 6:28. Since the call was at 6:30, and it takes about 15 minutes for the phone to boot back up, I think you can imagine my expression. >-<
(Dora, btw, gave me "the look" for interrupting her beauty sleep with my cussing. Sorry doll!)
In any event, I thought you guys might enjoy the letter, so here it is:
March 6, 2009
Mr. Michael Lazaridis
President and
Co-Chief Executive Officer
Research in Motion, Ltd.
295 Phillip St.
Waterloo, Ontario N2L 3W8
Canada
Dear Mike,
Let me begin by saying that I am a longtime BlackBerry fan, or at least I was until I made the mistake of purchasing the BlackBerry Storm. We are BlackBerry users here in my family – the Curve, the Pearl, and my mother’s darling – the BlackBerry World Edition. Our BlackBerries have conveyed the details of our family events, kept us in touch from foreign countries, and allowed us to run our own businesses seamlessly, even from the road. Imagine my delight and anticipation when I heard the BlackBerry Storm was coming.
I waited for months, Mike. I told all my friends, especially those friends that had iPhones. I soldiered on through the disappointments of release date delay after release date delay, and stood without complaining in line for almost six hours on the actual release date – finally getting to hold the Holy Grail of touchscreen phones in my shaking hands. I almost heard angels singing, I was that excited. I got weird looks from people walking by the Verizon store, since I sat in my car for an hour after signing a two year agreement and shelling out several hundred dollars, just pushing buttons and playing with my new phone.
But it was a dream, Mike, a sweet, sweet dream that’s destined not to last. The kind of dream where everything is gumdrop showers and endless rainbows and fluffy bunnies romping in fields of four leaf clover, but where you wake up hung over with your tongue stuck to the pillow and your hair defying gravity, wishing someone would turn down the sun. The speed with which my BlackBerry responded was gone by the end of the first day, as if setting up my email account and my Facebook account had exhausted it. “Please, God, don’t add Contacts – I’m spent!,” it beseeched me.
My phone became a drag, Mike. A week in – 7 paltry days – and I had reached a zenith of frustration previously only obtained as a teenager while talking to my mother about why I should be allowed to drive her car on my brand new license. Luckily for my blood pressure, the phone only lasted another two weeks before dying completely and taking all of my phone numbers and emails with it. That’s right Mike, ALL of my phone numbers and emails. I thought that they had backed up to my BlackBerry desktop application when I performed the recommended backup, so I wasn’t too worried when the Verizon technician couldn’t recover any information from the handset.
For the next part, Mike, I’m going to need you to use your imagination a little bit. Imagine that you are living in a technologically advanced society where everyone is literate and they all have a fairly extensive vocabulary. You have good friends whose company you enjoy, and you have deep conversations with these friends – you talk about literature, and philosophy, and the economy, and with some of your less volatile friends you even discuss religion. Now – and here’s the part I need your help with – imagine that you were locked in a small, dark box with one very small speaker in the front of it, with the button on the outside of the box. You know your friends are out there, Mike, and you’re pretty sure they’re having some great conversation. They may even be talking over wine, or making plans to meet up and have fun. You know they’re out there, Mike, but unless someone pushes the little button on the front of your box, you can’t talk to them. You can’t reach them from where you are, Mike, you just sit in the dark and practice your alphabet. That’s how I felt when I got home and found out that my broken handset had not actually transferred the data to my desktop, and all 958 of my phone numbers were now lost to me. Lucky for me that I remembered my mom’s phone number off the top of my head, Mike, so I had someone to call when the full import of the data loss hit me and I felt like locking myself in my room and crying myself to sleep.
I don’t want to bore you, Mike, with all of my complaints about the BlackBerry Storm. I’m sure you’ve heard about the incredible lag in the camera, the inaccuracy of the SureType, the software updates that don’t load, or the accelerometer that takes it own sweet time changing screen orientation (or not, as the case may be). I’m fairly positive I don’t need to tell you about the impossibility of typing one-handed on the Storm, or how you can’t simply click a word and change one letter to get around the spellcheck instead of erasing the whole word and starting over, since I’m sure you’ve heard it from a million people and are already working on something in your super-secret lab of mad scientists that will not only solve these problems, but will fix global warming and the American economy in the meantime.
I will tell you about one thing though, Mike, one crucial issue that has taken my relative dissatisfaction with your product to the next level, and transformed it into a true love/hate relationship. Yes, Mike, you read that right. Love AND hate. I love the phone’s look. I love the touchscreen. I love the ability to check my email and surf the web and watch YouTube (although no other java applications actually work) and text my mom and even to take really grainy and blurry pictures of my dog when she’s sleeping. I love the IDEA of the BlackBerry Storm – it’s a masterpiece of theory that resembles a functional touchscreen PDA the way a dilapidated shack in the backwoods of America resembles a gleaming mansion in Beverly Hills, but the resemblance is there, trust me.
So there’s the love. Let me tell you why the love has a flip side, Mike. I’m a volunteer in the Fire Department. I have been for over a decade, and I’ve seen some incredible things. I’ve seen the wonders and the tragedies and the fragility of life firsthand, and I’ve developed a healthy respect for fate and circumstance in the meantime. I love cell phones, Mike, as they dramatically increase the public’s access to emergency care. They allow us to save the people that wreck on back roads, they allow our dispatchers to provide CPR instructions in rooms where the phone cord won’t reach, they let us call the hospital from the back of the ambulance to tell them we’re coming so that they can be ready. I hate your phone, because I can’t rely on it to do any of those things. It doesn’t have the auto key that dials 911 like your other BlackBerries, and when I try to activate my phone, all I see of the “effortless transition” mentioned in your brochure is the endless clock that tells me my handset is busy.
I see a lot of that clock, Mike. I see it when I want to dial a phone number (from memory, since my contacts are empty). I see it when I want to open an email. I see it when I want to access my browser, I see it when I want to return to the home screen, and Holy Smokes do I see it when I want to use my camera. I’ve actually put the phone down, gone and made a pot of tea, come back with a beverage and still had to wait for my phone to finish whatever it was doing in the little tiny boiler room in its stygian electronic depths. Let’s not even talk about when I have to reboot the phone – I’ve knitted afghans in the time it takes the Storm to reboot back to semi-functional normalcy.
So, here it is in a nutshell – your phone is like a bad boyfriend. Every girl wants a boyfriend, Mike, that will keep all his promises, do cool things for her when she wants to show off to her friends, and be there when she needs him most. I guess with the BlackBerry Storm I just got the one that does what he wants, when he wants, embarrasses me in meetings by making inappropriate sounds, and one day just might leave me bleeding in a ditch somewhere.
Sincerely wishing I could afford to switch to an iPhone,
Melody Miller