November 28, 13:48
After a surge in sales starting in Spring this year, 3 now has enough customers to make every problem instantly visible and of interest to the mass media. That's indeed a mixed blessing.
A few days ago, they starred the leading consumer watchdog program on DR1 (national TV station). Unfortunately, the important issues (spotty coverage, wrong billings, long waiting on support calls) were mixed in with silly complaints about consumers with less than a clue couldn't figure out how to use their phone and the price of dialing support from a landline.
On top of that, the tone was unfortunate in the "new tech is only bad tech" key. New technology does indeed have its share of problems. 3 has been the only player in Denmark with 3G for over a year despite the fact that there are two other active licenses here (to TDC and Orange/Telia).
So the tech isn't perfect. The rollout of GSM wasn't perfect either. 3 could and should do a better job explaining that, though. Unmet expectations are the worst customer confidence killer. But if you approach a 3G phone as an early adopter, you're actually likely to be pleasantly surprised.
Personally, I've found that the 3G network works most of the time and that the 2G backup does a pretty decent job of kicking in when it doesn't. In other words, I'm willing to trade a bit of stability for a killer connection. If that's not a trade that sounds like a good deal to you, do get a 2G phone while the tech matures.
I sympathies with people who either had particularly bad tech (like phones that doesn't switch between 2G and 3G without dropping the connection) or a bad customer support experience. Hopefully they can find consolation in sarcastic humor and either upgrade to better tech (did I mention I love my Nokia 6630?) or quit 3 with a message that their segment won't be ready for mass adoption before the kinks are ironed out.
Disclosure: I've written two articles for the Danish 3 Magazine, appeared on national television praising 3, love downloading at upwards 35 kb/sec, and think that the Nokia 6630 (a 3G phone) is the "Best. Phone. Ever."
Challenge by Jarkko Laine on November 29, 15:03
David,
You do mean kilobytes per second (kB/s), not kilobits per second (kb/s) in this and the previous article, right?
http://www.d.kth.se/~d98-fah/hacklin/thesis/latex2html/output/node293.html
Challenge by David Heinemeier Hansson on November 29, 18:39
Yeah, kilobytes per second...
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