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Motorola’s Punit Soni: Bionic Owners Have “Gotten a Raw Deal,” New Motorola Will Try to “Fix Things”

Punit Soni has only been the VP of Product at Motorola for a few weeks and already has taken to Google+ to interact personally with current customers to try to fix some of the company’s past mistakes. One of the topics he is actively involved in includes the DROID Bionic and the fact that it still has not received its Ice Cream Sandwich update. As you all know, Motorola previously promised to the world that the update would be here in “early Q3,” however, we are now days away from the end of Q3 and the update is no where in sight. 

Soni admits that Bionic owners have “gotten a raw deal” thus far and that a new plan is being formed, but also wants it to be clear that with the new Motorola team at the top, they are doing everything they can to eliminate situations like this from ever happening:

We have a plan for Bionic. I am currently solidifying things to ensure we can publish it, commit and follow up. I think you guys have gotten a raw deal and we could do way better. But you are one of the top few things I worry about when I look at Upgrades.

The Google+ thread of his that we have linked below continues on for quite some time and is filled with Soni’s responses to all sorts of customers. One comment of his that stood out was the thought that his team now knows to “take your complaints seriously” and that in the future, they will be transparent and stand next to upgrade timelines:

Again..I totally understand how you feel. And this should never happen. I am not going to throw out the argument “we just got here”. We are taking responsibility for this. And we will engage with you, listen carefully to your concerns and most importantly, try to FIX things.
So we are doing that. My team knows to take your complaints seriously, we are working hard to update the Upgrades timeline pages to reflect the right data, and then we WILL stand next to those timings and will meet them. As far as what is in our control, we will be transparent and we will commit to your happiness.

Keep the feedback coming.

I suggest you take up Soni on his offer to provide more feedback. With a new CEO and other execs at the top from Google, Motorola is wanting to change to be better after years of pain. It all starts with listening to passionate consumers like you.

Via:  Google+

Cheers Lambo!

  • Jim Edwards

    I will wait and see but I am not only disappointed with the Bionic but also Verizon. It has now been over two weeks since the appology and I search every day gor any information updates. I grew up with Motorola radios and phones and am socked that this phone has had so many problems. I am also shocked at the lack of communication and delays for upgrades. I first started with Droid OS becaise I was told upgrades would be easy. I guess I heard wrong.

  • droidndn

    Im just so tired of buying expensive phones only to have them amount to nothing in less than a a year or less. Motorola, im beginning to doubt your worthyness

  • http://twitter.com/Lehjr1 Leon

    Nothing against the Bionic owners, but one of the devices that Motorola cancelled the update for was released after the Bionic. Why was there no such sympathy for them? Is it because the Bionic is a Verizon device?

  • http://www.facebook.com/james.welch.948 James Welch

    Its bull, they have done nothing to improve the situation, pretty much stand by to stand by.I can’t wait for my contract to be up so I can be done with this sorry company.

  • mgamerz

    Must be hard to meet deadlines when your engineers are really incompetent.

  • OldGuy

    Droid Bionic Owner

    I’ve said it before and I’ll say it again… Motorola typically
    makes high quality ‘physical’ devices. However, their firmware and software groups
    have major shortcomings. It isn’t that they don’t have enough competent
    workers, or can’t hire them, it’s a management problem, period. This is not a
    recent problem as it has been going on for many years. I used to deal with
    Motorola on IT equipment. They built a quality ‘physical’ product, but their
    firmware and software was always lacking. Changes and fixes were commonly
    delayed and often lacked all the changes advertised. If you were planning any
    significant changes in your IT department that involved Motorola you always had
    more than one backup plan, especially production dates. Unless Google makes major
    management changes in the Motorola development arena I expect a fairly large exodus
    of Motorola Smartphone customers. If I don’t see strong evidence of significant
    improvement I will not buy another Motorola Smartphone. By the way, I don’t hold
    Verizon harmless when it comes to OTA system upgrades. Verizon is well known as
    a ‘bloodsucker’ business and will continue to nickel and dime their customers
    at every turn. I live in an area where Verizon’s coverage is my only option
    right now. If I had options I’d switch in a heartbeat.

  • Very Unhappy

    Punit started talking about making things right for Bionic owners in August and now Sept is about to end. How much time is Motorola going to take? This is just another stall tactic! Make things right or just be honest and say We got a raw deal and leave it at that. What is telling us more lies going to profit you Punit?

  • http://www.facebook.com/Typcy Jason Congdon

    unless this “new plan for bionic” impresses me this is the last motorola product i buy i will be going the GS3 and i will not look back not only did they drop the ball they kicked me in mine(or thats at least how i feel)

  • me

    i can personally guarantee you nothing will be done except MAYBE get the ics update

  • OneStrikeYerOut

    At this point, they should just skip ICS and go right to Jelly Bean.

  • http://www.facebook.com/rickmoree Rick Moree

    The Bionic is a good phone, but I feel completely ripped off by Motorola. Weeks after the release of the Bionic, the Bionic Razr was introduced and the value of my phone dropped to zilch. I could have spent the same amount for an iPhone 4 (the current model at that time) and still have some resale value left in the thing. At least Apple waits a year before releasing a new model.

  • http://www.facebook.com/Homebrew66 Greg Dadlow

    Promises but still no update. 4G in a nd out and loosing conection. Frustrating. G

  • Raven65

    At least Bionic buyers got a decent phone that worked as advertised right out of the box. Droid X2 buyers (like me) were screwed MUCH worse than them. Flakey/Unstable POS that’s apparently never going to get ICS officially (even though it clearly has the specs to handle it) or ANY further updates. It’s been totally abandoned – and yet I still have nearly six months left on my Verizon contract it was purchased under. They should at least unlock the boot loader on it so we can get a really decent 3rd party ICS ROM. Even the beta version of CyanogenMod 7 I’m running is WAY more stable than the horrible bloat/Blur-infested stock ROM. How ’bout a little love for US, Moto?

  • http://www.facebook.com/themuttt Greg Chason

    I swear I remember hearing the same thing a couple of months ago from Moto about the Bionic. Until I see an update on my phone, it’s just noise

  • WickedToby741

    It really could be a simple solution.

    1. Unlock the bootloader (screw Verizon).
    2. Support the Bionic through AOSP like the Xperia S.
    3. Give Bionic owners a $100 Google Play credit for the suffering they have had to put up with over the past year.

    No more excuses. No more bandaids (or rubber bumpers for that matter). Bionic owners deserve a lot more than what they’ve gotten over the past year. We shouldn’t have to install leaked builds in order to make our phones function properly. For the record I don’t think there’s anything Motorola can do short of giving me a new phone that will heal the wounds of owning the Bionic.

  • http://twitter.com/JamMasterJim Jam Master Jim

    They should offer free upgrade, otherwise why trust Motorola the next time???

  • chimichangas_4_eskimos

    So glad I jumped all over the Droid Bionic and paid full price. Maybe it is time for an Apple device. At least I know it will be current for 3 days until the next one comes out so there are no surprises. I went on the Samsung site and used the quote feature to see how much they would give me towards a trade-in. $85 for my Motorola Droid Bionic and $15 for my wife’s Motorola Droid X.

  • Jeff “Big Red”

    I bought this phone a year ago because it was hyped…. Worst move I ever made in a phone purchase. This phone ruined my outlook of Motorola period! Although I didn’t mind selling it to my sister…lol

  • Dutch

    I have to say, Apple is looking better all the time. At least you know what you are getting.

  • http://www.facebook.com/rpadroTM Ralph Luciano Padro Jr.

    I hated the Bionic so much. I was so pumped for it when the information was released. What was it? 6 or so months later we get this buggy as hell phone? C’mon. And, in true Moto fashion, goes ahead a release not 1, but 2 better models within a 3 or so month period. I’m happy with my G-Nex, but lord knows every once in awhile I look over at my Bionic and sigh on what could’ve been. Getting the Bionic locked me into a contract I would’ve other wise avoided.

  • Dan Medberry

    I think its time we all hire an attorney and get this settled. Buy us out or get the update rolled out. I don’t like paying for things that don’t work. Talked to a guy from Verizon and points the finger at Motorola, but still wants to help to see if my device is bad. It’s not a bad device, it just needs the UPDATE!!!

  • WickedToby741

    They could start by giving me a $100 Google Play gift card for purchasing the Bionic on release day for the full $300 and then seeing the Razr released shortly after and updates consistently delayed. One of the worst decisions in my tech purchasing history and one that has left me forever cautious of Motorola despite whatever new leadership they have in charge or what they say.

    • http://www.facebook.com/rpadroTM Ralph Luciano Padro Jr.

      I agree 100%.

    • buzzd

      I couldn’t agree more. I’m another day one adopter. I’m actually fairly happy with the phone; not without its flaws for certain, but I still prefer it over my (company owned) iPhone 4s. The hype surrounding this device followed by its immediate abandonment by moto definitely left me feeling swindled, and the two year lock in adds insult to injury. Unlock or update the damn thing already!

  • Matt Peters

    That’s great and all, but for me, the damage is done. I will never buy another Motorola device again, after the horrific experience that was the Bionic. It made me hate Android and
    drove me toward iOS. I bought a lapdock, too. I truly invested in that phone, and it let me down, completely. When I finally found the resolve to give Android another shot, I bought a Samsung Galaxy Nexus. I’ve been pleased with that device.

  • OldGuy

    Motorola can produce a quality device (construction, look and feel) but they often have a problem with firmware and software. It is always the quality of leadership and the ability of the people within the organization that gets things done. The politics within Motorola will be addressed and I expect signigicant change in the future. However, Verizon is a major part of the problem. They want absolute control of the units they sell. As with banks, Verizon wants to generate revenue at every turn, regardless of customers’ needs and wants. And, they will get away with this as long as they dominate coverage. As long as Verizon and other carriers can tinker with the core OS there will be problems and delays. Rooting of phones mainly exists becasue of the bloatware Verizon and other carriers stuff into their products. Lets see if the NEW Motorola delivers!

  • http://twitter.com/jimvit1 Jim Vitatoe

    Makes you wonder if it had some kind of design flaw that was not bad enough to stop the production as it was but it just won’t let them upgrade and they never admitted it as a problem to the people that bought it. Myybe Mr. Soni will say it should never have been released to the public and replace it.

  • http://twitter.com/jimvit1 Jim Vitatoe

    They lost the key and are unable to unlock it so they cant upload anything. Seriously
    I hope this gets resolved very soon in a way that everyone is satisfied.

  • Mindchatter

    VERIZONS RED HEADED STEP CHILD

  • spunker88

    No I think Droid 3 users have gotten a worse deal, a phone that debuted in July 2011 isn’t even getting ICS. Good thing we have kexec and Hashcode’s CM9. At least the Bionic has an ICS leak and will probably get JB too.