Happy New Year from yours truly and what not. I had a brief moment yesterday (while chilling out in front of my laptop) when I came across Ed Hodges’ MIR post covering his thoughts on the G1.

Some of you may remember that back in November, Ed himself was there when I first gave the G1 a go.

The thing is, I never actually got round to publishing my thoughts on said handset as, well, it drove me NUTS. Why? Allow me to explain.

Back on that fateful day in November, not too long after my epic rant on the Nokia N96, our glorious leader here at Mobile Industry Review – Ewan MacLeod – furnished me with a brand new T-Mobile G1. The point being that we’d capture this moment on camera for a special G1 edition of the MIR show.

From that initial handover, much to Ben’s (who had paid for his) and Dan’s (who’s now finally got one) joint annoyance, I had said G1 in my possession for about three weeks. The only advice I was given, and I quote:

“James, I think you might benefit the most from this handset. It’s your opinion I want… BUT. I don’t want you to review the hardware; I want your POV on the software, the OS and most of all the ‘out of the box’ experience.”

Ewan made this VERY, VERY clear. So, software. Not hardware. Check. Right then, let’s dive in shall we? Here we go…

Today kids, I want to talk about ‘centricity’. What do I mean? Well, within the first couple of days of using the handset, a few things came to mind that made me look at the G1 in a very odd light. The issues I’m going to raise in this piece aren’t necessarily about the device per se, but they do relate to the kind of person that you’ll have to be to truly benefit from owning one. It should be noted at this point, I am not that person.

You see, as you all know, I am a mobile geek. My career in this industry has seen me move from product management to user experience, marketing, online, branding, blogging and ultimately a combination of the lot with the advent of Social Media. In this short time, there have of course, been learnings. These learnings bring me back to that word again; centricity.

Brands, tech, carriers/network operators, companies, banks, post offices, you name it – many of these over recent years have claimed to be USER-centric or CUSTOMER-centric. Now that, if executed well, can be very good for the organisation in question and of course, for the consumer. Fantastic stuff.

However, that’s merely my introduction to the notion of ‘centricity’. As the iPhone before it has benefited those consumers out there that have a mac-centric lifestyle, the T-Mobile G1 works best for those who live their lives through Google. GContacts, GMaps, GTalk, Gmail, … Geee-Ma! Look at my new phone!

You name it, it’s got it. You turn the phone on and you’re immediately invited to sign in, sign up or sod off. BUT! Before I get into the negative (because surprisingly, the thing ain’t perfect), I really must, must, must point how truly awesome the actual setup process is. Turn on, log in and within minutes the entire phone sucks down all your *cough* GOOGLE *cough* info; mail, contacts, calendar etc. and is up, running and totally in sync. Brilliant. Nokia – Everyone can learn a lot here.

At this point however, I believe it’s time to roll up my sleeves and get dirty…

The thing is, the G1 and I immediately got off on the wrong foot with each other because it assumes that the user (you/me/whoever), must have a GOOGLE-centric life.

Your contacts? Google.
Email? Google.
IM? Google.

As I said, a Google centric life.

Of course, this is the T-Mobile G1. The ‘G’ obviously stands for Google, which really wouldn’t be a problem if the phone had just appeared on the scene without much fanfare (yeah, like that’d happen). But it’s not the fuss that I’m moaning about, it’s the fact that it’s positioned as being ‘OPEN’ that gets me. I mean really, really gets me. OPEN?! OPEN?! Don’t make me laugh! I can’t even sign out of the bloody device without doing a full factory reset, and don’t even get me started on how such an ‘open’ device is LOCKED to T-Mobile… sigh

I digress. Imagine the scene; it’s a cold November afternoon, Ewan and I are sat in a quiet room at One Alfred Place. The show is ‘in the can’ as you say, when he turns to me with; “I’ve got one more thing for you.” Then he hands me the G1.

“I want to film it from the moment you turn it on and sign in with your Gmail credentials.”
“But dude, I don’t use my Gmail account. I send my Google Alerts there and that’s about it.”
“Ok, that’s fine. You can sign in with your Mobile Industry Review Google Group account.”
“Yeah but…”
“No, no, it’ll be fine!”
“But EWAN! I use Yahoo for my email, thanks an’all for that MIR account, but I never use it.”
“OK, fine. Then we’ll just export all of your contacts and calendar info from your Outlook, that’s easy enough.”
“Er… Alright. Let’s do that.”

This is where we come unstuck. The ‘out of the box’ experience – as no doubt the video showed – is fantastic. However, what really rubs my rhubarb is Gmail. Let’s make one thing clear. I have two Gmail accounts; one for MIR and one for me, personally. I never use either of them. Everyone always goes on about how wonderful they are, but I’ve tried – really I have – and I just can’t see the attraction. Really. Smite me G-Man, but I just don’t get it.

‘Gmail BETA’ to give it it’s full four year old name (Bored of beta? Yeah you are!) is so bad it makes me want to plunge USB keys into my eyes just to see if I’m able to find some way around their heinous contacts management system! It is atrocious!

You’ll see on the video (which you’ll just have to go and watch now I’ve referenced it three times) that once the contacts have finished sync-ing,  the first thing you see is a bunch of ‘unknowns’. This isn’t my doing. I don’t have random numbers stored in my handset kids. Oh no, you can place the blame firmly and squarely on the ‘revolutionary’ G1.

My N95 8GB and my E71 both sync perfectly with my Outlook over Mail For Exchange. WHY would I want to have a (broken) contacts management system such as the one Google provides as part of Gmail!? It’s not just me either. The BLIND LOVE shown by many a G1 owner that I’ve met is almost as bad as that of the Mac owner (you know who you are). For example, before Christmas I went to visit my ex-colleagues at the Mippin HQ offices in Fulham. Scott Beaumont, my old boss and now new G1 owner almost leapt out of his seat with excitement because he’d FINALLY managed to completely ‘de-dupe’ his entire Google contacts list which (surprise surprise) the G1 had royally messed up with its first sync.

“Look! I’ve done it! At last! It’s taken me FOUR DAYS but I finally did it!”

I nearly fell out of my chair with laughter. Just the fact that he was SO pleased, he had to scream it from the rooftops. Anyway, the point is, as simple and as (supposedly) easy it is to sign up/in into a G1 phone – if you don’t have a Google centric life, then this phone is not for you. Think about it. Think about it a lot. Then think about it again.

And on top of all that, the camera’s crap and the phone feels like a fisher-price toy.

(Sorry, not allowed to mention the hardware)

I’ll get my coat…

MIR Show – Week 44 – T-Mobile G1 Launch from Mobile Industry Review on Vimeo.

Me? Hmm… Well, you all know what I thought of the last Nseries I laid my hands on and so when it comes to the newly announced Nokia N97, I approached with a certain amount of trepidation…

And my initial impressions? – I’m maybe just a little bit excited…
(but maybe not for the reasons that you’d think)

At first glance the N97 looks like the lovechild of the E90 and the Nokia 5800 but from the outset the QWERTY keypad looks like it’s not too dissimilar from that of the Eseries sister device, with the only change being the directional pad shifting from the right to the left side of the keys…

it’s worth pointing out this far into the piece that I am yet to actually get my hands on this device, SpinVox commitments keeping me in Blighty for this year’s Nokia World, (more on what’s been keeping me so busy coming up soon), so my thoughts and words are totally and utterly my initial gut reactions/impressions from specs, reports and pictures that have been flying out of Barcelona since late last night…

Moving on…

The touch screen UI, S60 5th Edition for those that care, is perceived to be the same as that in the Nokia ‘Tube’ device that we saw launched earlier this year as part of the Xpress Music range with key DNA from both that and the E90 shining through so far so we’ve got one massive multi-combo mash-up of a device…

However, you could argue that there’s nothing new here.

You could argue that yet again Nokia have failed to innovate.

That Nokia have merely put two and two together and are hoping they hit four, not five – *cough* Like they did with the N96 *cough* – but again, and in complete polar opposite to the the N96, and as I mentioned at the outset – this device actually excites me.

Yes, the form factor is new and is certainly interesting; One of the G1 characteristics that I actually enjoyed the most was the ability to flick the screen up at any point you got bored/annoyed with the touch screen and do things properly as it were, so the addition of the full keyboard under the screen is a welcome feature here on the N97.

The camera is 5MP – standard fare for Nokia flagship devices although; interesting to note that they [Nokia] are not, as yet, leaping on the 8MP bandwagon that Sony, LG and Samsung seem so keen to pursue.

The music – With echoes of the Xpress range being in abundance, the Nokia N97 will of course support Comes With Music (fingers crossed anyway – yes Vodafone, I’m looking at YOU) when it arrives and, if the music quality is anything like the 5800, then Nokia will have that sewn up too. With a WHOPPING 48GB of storage space, (32GB onboard, 16GB expandable memory), I must admit that filling that bad boy up with content is going to be a struggle for even me…

Parking all of that to one side, is there still no real innovation? Is it ‘just’ evolution.
Not that this is a bad thing mind, the N95 8GB was a great ‘evolution handset’, the N97 it seems is another step forward from Nokia (not sideways, or even backwards – again, I refer to the N96).

One thing needs to be made clear right here and right now:

I firmly believe that the Nokia N97 is the replacement for my N95 8GB.

..and here’s why:

One of the great things I love about my N95 8GB is the way it keeps me constantly connected. Constantly. As Ewan Spence quite rightly pointed out,

“Staying in touch seems important to James in his choice of applications. Many of them are concerned with getting information off his device and onto the internet, either to small social groups, or to individuals. Within two or three button presses, Whatley is off communicating to pretty much anyone he chooses. The smartphone for him is all about getting the word out.”

The more data I can consume the better. Anyone who’s seen me at any conference anywhere in the world this year knows that I just don’t carry my laptop anywhere. My E71 and my N95 8GB give me all the connectivity, information and data sharing functionality that I need.

The N97, with its brand new ‘widget homescreen’, presents a real opportunity to get things right; One of my favourite features of Apple’s iPhone is the main menu and homescreen being one and the same.
The N97 looks like it could be going down that route… and then some; Pulling in information from RSS feeds, Share on OVI (although I’m hoping this can be swapped out for Flickr), Facbook, Email etc…

This is the active standby screen that dreams were made of.

Obviously, to keep things in perspective, as with any Nseries device – the proof is in the pudding. More often than not these devices arrive with shoddy firmware that is slow, buggy and prone to freezing/crashing. I’m still researching into the N97 and will no doubt have a follow up piece in the works very soon, but I’m crossing all my fingers and all my toes that at last Nokia may actually launch something with final (or at least half-decent) software.

For the time being at least, the queue for the N97 starts here.

Get behind me folks – we may be here a while.

Whatley out.

Before we go on, please note – if you are new to this site – understand that Nokias are my thing.

Resident expert if you will.

This is my opinion and I give it freely to you, the lovely readers of Mobile Industry Review.

So, in advance – thanks for reading…

If you’re not new to the site, if you’re a regular reader in fact – you’ll know that Whatley Wednesday has been on a bit of a hiatus of late – my creative output instead being poured into The MIR Show.

This has changed.

The Nokia N96 has frustrated me so much that I really had no choice but to put e-pen to e-paper and express my thoughts…

So again, in advance – thanks for reading…

Now, to business:

This is not a review. Don’t expect in-depth looks at the camera abilities – like they matter these days?
This is more of a public service announcement.

Some of you may have already seen the online marketing around the Nokia N96. ‘Face the task‘ is the name of the game and trials like geo-tagging photos, uploading videos, consuming media etc… are the challenges laid out before you.

Never before has a Nokia campaign been so completely on the money.

Really.

Using the Nokia N96 has to be THE MOST challenging experience of my entire life. Forget The Crystal Maze. Cast aside the Krypton Factor. If you want a true test of mental strength and stamina then I urge you to go out and purchase this handset at once.

Yes. It’s actually that bad.

You guys know me right?

You know how much of a Nokia fiend I really am right? I currently rock an N95 and an E71 as my two main handsets with various others just kicking around as spares.

Last month I even went to Finland to present to them my thoughts on Social Media.

Of Nokia – You could say: I am a fan.

So when I say to you that the Nokia N96 is quite possibly the worst attempt at a handset ever to come out of Helsinki you know that they really, really must’ve done something wrong.
Well yeah, they did.

They made the N96.

This device is not new to me. It was first announced way back in February this year at Mobile World Congress in Barcelona. Yes, that’s right – a full 8 months ago. EIGHT MONTHS.

In EIGHT MONTHS I reckon you could probably get fairly proficient in a new language, such as French, Spanish or even C++… EIGHT MONTHS is also the gestation period of a deer.

That’s right, NEW LIFE CAN BE MADE in the time that this phone has taken to finally hit our shelves. You’d THINK that Nokia would’ve done something in that time about addressing some of the issues that plague this debacle of a handset…

But no.

Instead, in that time we’ve seen the N85 and N79 announced, (both of which are sufficiently sexier than the N96), Nokia’s first touch-screen device the 5800 (aka ‘the Tube’) was finally revealed and on top of that – we’ve also seen the launch of possibly one their best ergonomically designed devices yet, the E71.

But this is not some massive Nokia love in. Not by any stretch. Oh No – also, in this time we’ve seen the launch of the iPhone 3G and also the recently announced built by geeks, for geeks – the T-Mobile G-1.

It is worth noting at this point that Nokia are not a reactive corporation. No Sirree Bob.

But you’d think after the poor reception that the N96 received in Barcelona, (Christ, I was more excited about the Nokia 6220 – which, for the record, I’d recommend over the N96 any day), they would’ve given the thing an overhaul of some kind. The N95 8GB for instance is just enough of a re-mix on the N95-1 to warrant an upgrade. The N96, while not strictly the N95′s successor, learnt nothing from this lesson.

Since Barcelona I’ve had my hands on this device a number of times – once at a WOM World meet up, where the Product Manager for the N78 (lovely chap named Tim) turned up with a couple on him, I distinctly remember remarking at the time that the screen was lovely and may play a large part in any purchasing decision I might make…

And then again at a Future of Mobile dinner earlier this year (where I recorded and uploaded the following Global Race comparison video).

So far, SO unimpressed.

Regular viewers of the MIR Show will recall a few weeks back when I dialled in to video call my segment over the phone I mentioned that I was indeed waiting for an N96 to arrive from those kind folk at WOM.

Well, late last week, it arrived.

I opened it Friday afternoon, filled it with Whatley Goodness (i.e.: My apps of choice, MP3s, bookmarks etc) and then charged it overnight… Saturday morning I thought I’d take it out for a test drive and upon turning it on I was greeted by a glorious screen.
The N96 does well here. You can’t help but gaze at the amazing Technicolor Loveliness
The first thing I did when I popped my SIM card in? Checked the firmware. V10. Hmm.

I was fairly sure that there was a more recent update, so I checked – Yup, there is. V11 available for download.

Fantastic. Straight out of the box and already it needs an update. The good news is the N96 (along with the N78) supports OTA updates, powered by the awesome people at Red Bend (we met them at the Symbian Smartphone show and they deserve their own write up, Ben? Dan?), and the firmware downloaded and installed perfectly.

Good work Red Bend.

Bad form Nokia – this phone has been out less than a month! How many consumers are going to know about this option without PUSH updates?!

Christ – You’ve SEEN ‘Walking with Normobs’ right? There are STILL people out there with N95s on VERSION TEN FIRMWARE which shouldn’t have ever seen the light of day! BUGGY?! MUCH?!

…and breathe Whatley…

Let’s move on…

Now, the more cognizant amongst you may remember that just 11mths ago I reviewed the Nokia N81 8GB for Mobile Industry Review. If you recall – I wasn’t a fan of that handset.
The look and feel was poor and plastic, the industrial design suffered from poorly placed buttons and the newly implemented ‘key-lock’ switch kept getting stuck.
Take a look at the N81 8GB.

Now scroll back up and take a look at the N96.
Spot the similarities?

I can happily report that ALL of the problems I reported on the N81 8GB BACK IN NOVEMBER 2007 are ALL present in the ‘new’ N96.

ALL OF THEM.

The thing about the buttons – If I place my thumb over the right side of the top keypad, I can cover six, (count ‘em) buttons. Six of them.

This is not really so much of a problem on the N95 8GB for instance where the buttons are raised and you can feel the difference between each one without really having to look at what you’re doing but on this handset – the N96 – the keys are flat next to each other, or ‘flush’ as I believe the design is notionally referred to as.

This is NOT GOOD.

Let’s go back to the N81 criticisms for the second of my main bug bears:

“The ‘c’ button is right next to the ‘play/pause’ music button. AARGH! Sorry. I say ‘right next to’ I mean ‘may as well be the same button’.

That’s right – a negative button right next to a positive button. By pushing the button that I want to stop doing something I accidentally push the button that starts doing something.

In this instance Kate Nash starts blaring out at me whenever I try and correct a misspelt SMS!”

Same. Here… and although my music tastes have changed somewhat since this time last year, the result was the same – it happened again.

Again and again and again… Through the the ONE DAY OF TESTING that I gave to this shoddy piece of workmanship I actually lost count of the amount of times I hit ‘pause/play’ when trying to hit ‘c’.

Oh yes, that’s right: ‘One day of testing…’ – I challenge ANYONE to try and use the N96 for a longer period than this without feeling ANY frustrations whatsoever.

Seriously – this has to be the worse handset I have ever had the misfortune to have in my possession.

Parking the buttons to one side for a moment, I mentioned just now that I tested the handset for a day.

This is not strictly true. I actually tested this handset from 8am through to 1pm where upon the ridiculously short, iPhone 3G-esque battery life gave up on me.

Why the short life span?

Well, Nokia – in their infinite wisdom – having learnt their lesson with the low power levels of the BL-5F battery in the N95-1 (giving it a much needed upgrade to the BL-6F in the N95 8GB) – have decided to throw this innovation completely out of the window have seen it fit to equip the N96 with the very same BL-5F from the N95-1 stating ‘power saving software upgrades’ as the reason for this apparent downgrade.

One morning of relatively hardcore use – Music Player, Browser, Mobbler etc… and whoof.. Battery, dead.
Brilliant.

‘Steaming pile of rubbishness’ doesn’t quite cut it really. This phone is abysmal.

Dreadful even.

So what, if anything has the phone got going for it?

Er… BBC iPlayer? Woo!

Had that on my N95 for a fortnight now… nothing new here. 16GB of onboard memory with an expandable option for a MicroSD card? That’s pretty cool. I could do with more memory…

However, WHAT IS THE POINT of carrying around (up to) 32GBs of MP3s if the battery won’t last the day?!

Stupid. Stupid. Stupid.

…oh and it has a kick-stand on the back too, so you can have a better view of that ominous ‘battery low’ sign when you’re attempting to use the phone for anything more than 5hrs at a time…

You may or not know that I am an active micro-blogger – both on Jaiku and on Twitter, and since Saturday I have vented my ‘distaste’ shall we say, for this device.

Free mobile advice is my thing – and I love helping people with their purchasing decisions. The N96 is no exception to this rule – I have already sent out four emails to various online folk telling them excatly why this is not the device for them and I will give you, dear readers, the same advice I gave them:

If you’re looking for an upgrade to your current handset and you’re giving serious thought to the N96. Go, get one.

BUT MAKE SURE YOU HAVE A RETURN POLICY.

Because when you take it back to the shop complaining of just how hideously unusable this appalling excuse for a mobile phone is, you’ll want to be damn sure you’re able to exchange it.

I’d recommend a Nokia N95 8GB. Better battery life, better design, infinitely more stable software and above all, it’s NOT the N96.

However, if you already have an N95 8GB. Nice one. Good work.

It’s what I use and even though I am well into my upgrade period, it is not going anywhere.

As I said at the start of this post:

“Buy a Nokia N96 and you only have yourself to blame.” – and I mean every.. single.. word.

Here endeth the lesson.

But Whatley comes out of retirement tomorrow with 1,700 words on the Nokia N96.

And you’ll want to read this one, particularly if you’re thinking about buying one.

We’re queuing it up for the frontpage tomorrow.

Haven’t written anything for a while, but this is something I just had to share.

I just got back from filming the latest edition of the Mobile Industry Review Show (live from the T-Mobile event) and I was about to go to bed when I found this video in my Google Reader from one James Burland, he of (the quite frankly awesome) Nokia Creative fame.

The man has got the iPlayer up and running on his N95!

Awesome!
So I did a little digging… and then I found this piece over on Symbian-Freak about how to install etc… and, as well as finding the actual file there, I also found out a few other facts.

1. If your Nseries has Web Runtime (WRT) enabled, you can haz iPlayer.
2. N95ers out there – hit *#0000# – if your firmware is v21 or above, you have WRT enabled.
3. N95, N96 and N85 all confirmed as compatible
4. Current installation only works over a wifi connection

I’ve poked a few friends of mine at the Beeb to see if we can talk to some of the techies there, fingers crossed we’ll be able to bring you a follow up piece over the next few days outlining some of the finer details.

So what are you waiting for? Download it now and let us know what you think!

Whatley out…

Hello folks,

If you haven’t read Ben Jennings’ excellent post on his view of how to deal with the iPhone debacle, then go and do that now.

This post is related.

How?

…I’ll tell you.

It was with great interest that I read Ben’s three step proposal for dealing with said horrifying iPhone badness. All three steps were interesting but for me, it was step two that really made me sit up and pay attention…

For those of you that missed yesterday’s piece – here’s the part I’m referring to:
“Step 2: Hire an Evangelist.

Ben writes:
This only needs to be one person. Heck, they could even be a student, as long as they have the right information. Maybe they could run the information page [in step 1] too. This person’s role would be to engage with the customers on the O2 forums. Wouldn’t it be fantastic if CPW had forums too? Are CPW even aware that they are being talked about on O2’s forums just because there is nowhere else for this conversation to take place? The evangelist would be an invaluable tool to act as a barometer of what are the specific hot issues. The evangelist would also make the customers feel like they were being listened to, rather than ignored. They could even Twitter updates to gain that Web 2.0 cool.”

Why am I interested in this?

Well this actually makes up a part of what I do for SpinVox and, hand on heart, I honestly have NO IDEA why other companies/brands, big and small aren’t following suit.

There really is NO EXCUSE for not at least listening to the web to find out what people are saying about you, your products, you level of customer service, your shops… Basically, if anyone out there is saying ANYTHING about you, you can bet your bottom dollar they’re saying it online.

“Well that’s lovely James, well done. But CPW is everso slightly different from SpinVox…” I hear you cry.

Yes… and no.

Admittedly, not every company is like SpinVox and I do not pretend for one second to have a single clue about the inner workings of Carphone Warehouse, however what I do have is a certain amount of knowledge about being a Product Evangelist.

And rule number one? LISTEN!

OK, so it would seem that someone out there at O2/CPW is obviously ‘listening’ to the web, (or maybe just to Ewan), or else I doubt very much Dan Lane would have his iPhone activated right now, (which he does by the way – in case you were worried).

But knowing how to engage with your community once the listening period has begun can be a fantastic way to circumnavigate these kinds of troubles and tribulations.

I cannot imagine for a second that someone, somewhere along the line at O2 and/or CPW didn’t put their hand up in THAT meeting and say:

“Err… But what if it all goes wrong?”

What IF it all goes wrong? It DID all go wrong!

Fair enough, it’s going to take some balls for someone to say:
“Well it’s alright, we’ve got an Evangelist, it’ll be fine!”

But by having one as part of an over-arching customer service team (aligned with the PR and the Tech Teams) can and will make all the difference. Hell, why not make it part and parcel of the lead up to launch?

At least those savvy enough to know about said person/representative will know they have someone to turn to who isn’t bound by a single ‘Failed Security Check’ message.

Like Ben says, an evangelist can help the customers feel like they are being listened to rather than be ignored.

Having sales folk in-store? Standard.

What about on the end of your customer service line? Yep. Got that.

Ok, so how about ONLINE?

….Anyone? Hello?!

Having a reputation manager, product evangelist, community manager, customer champion, social media manager or just ANY kind of digital representative that can talk to your customers for you can and WILL make SO MUCH difference to your online reputation!

If CPW had their own forums then they could’ve redirected their complaints to the static info page that Ben laid out in Step 1, (see post referenced at the beginning of this one). If they had their own representatives on those forums then they could feed back live information.

Hell, it doesn’t even to be their forums. They could trawl the o2 ones!

Also, being an evangelist isn’t just about talking up your stuff all over the place (online and off), it’s about being a trusted face and a trusted place. The first port of call not just should anything go wrong, but also for potential customers, partners or even just for those who are looking for information about you.

(A recent SV example from a day or so ago can be found here, on Twitter).

Sticking with the point – if the CPW website is broken? Get to X.

Oh, not happy with the CPW customer service? You should drop a note to X.

Having trouble with that thing you bought from CPW? You should follow X, (s)he’ll help.

These are all examples where an evangelist would help your brand reputation.

Something, ANYTHING to calm those folk down who think they’ve been misled, cheated, defrauded, messed around, screwed over… (do I need to go on?) …by CPW (and/or O2).

This isn’t rocket science folks and I am most certainly not revealing nuclear codes here -
A simple Google Alert will tell you who’s talking about you RIGHT NOW.

“It can’t be that simple James!” – No really.

It is THAT SIMPLE.

I just set one up for Carphone Warehouse, (set to ‘as-it-happens’) and within minutes I got a ping…

The first link points to the second link, the second link look something like this:

Familiar story huh?

Well how about hiring an evangelist to monitor this stuff?

To reach out to these disgruntled bloggers and say something like:
“Hi Tom
Look, we messed up. Big. We are REALLY sorry. In equal measure we also REALLY want you to get your iPhone. I honestly do not know when we will be shipping your iPhone 3G out to you, but if you’d like to email me your details I will do my best to find out what the current state of play is regarding your account.
Yours,

John Smith
CPW Evangelist”

Reasonably simple; make it personal, reach out to your critics and let them know they are being heard.

Help them understand that you are here to help and yes, even humans mess up sometimes.
Fingers crossed, Tom’s account details would be passed back, a rapport would build, information would be shared and the next thing you know you might even have a fan who’s happy to tell the world that actually, yeah CPW got it wrong.. but y’know what, they ARE trying to get things done.

CPW, if you’re listneing, engage your online community and ignore them at your peril.

And if you want to tack a bit of science on the end of that just to really hammer it home:
Recent studies show that the internet is the most influential medium when it comes to consumers purchasing decisions; twice as strong as that of Television and almost eight times the influence of traditional printed media.

Source – http://pov.fleishman.com/blogs/fhsocialnetwork/2008/06/new_research_reveals_the_impac.php

Here endeth the lesson.

Whatley here – I just got a call from our man on the street, Dan Lane -

(that’ll be the new version of Nokia PC Suite)

Bless Dan… I almost feel sorry for him.

After hearing that the Apple Store might have some iPhones to sell – our hero decamped to Regent Street to see what he could lay his hands on…

Turns out the answer is NOT MUCH.

Dan is still queuing.

The o2 servers have gone down. The Apple Store hasn’t sold an iPhone for the last TWO HOURS..
Shocking.

Can you say: “Worst. Launch. Ever.” ???

Apparently Apple have drafted in o2 staff to do manual sign ups as the o2 systems couldn’t handle the load.

Brilliant.

Bet you wish you’d waited now… Heh

Oh and by the way, I’m hot desking at the Mippin offices in Fulham today, (Hi Guys!), and I’ve just taken delivery of a brand new Nokia N78 + MD4 speakers from those lovely folk at WOM World…
Expect a review in a couple of weeks.

…and I didn’t even have to queue.

So off I went to Glastonbury; all my gadgets in tow.

With all the kit I was packing, I had a confident glow.

And yet something seemed to be nagging, this voice inside my head.

It wouldn’t stop, nor would it cease… and this is what is said:

“Your gadgets will be no good to you, your phones will not stay dry.

Your software will all be useless when your batteries up and die.

Solar chargers cannot work in rain and your wind-up is a joke;

Your DC-8 will desert you mate, trust me it will choke.”

And so with these words I did depart, my head hung up in woe

Would my gadgets last me? I really did not know.

So dear readers the time has come, which ones were the best?

Which one passed and which ones failed.. this glastonbury test…

Write up coming soon…

As you know from my last post, the multitude of tools available to the modern day, festival going mobile geek really is quite something… So here, for your pleasure, is a quick rundown of what I am taking with me, starting with the hardware…

Handsets:

I’ve packed my N95, my N95 8GB and my E61i. The E61i is perfect as an ‘emergency’ as the battery on that baby is HUGE and it lasts FOREVER, (well – about 5 days). So if it all goes pear-shaped I can resort to using that. ?The N95s I’m going to tag-team throughout the day/festival. One to carry with me and one to charge. ?Speaking of chargers…

Power:

When it comes to keeping the batteries fully topped up, I’ve covered all bases with this one. I’ve got a Nokia DC-8 battery charger, bought this today, £25. Steep, but I’m a sucker for the branded stuff. It’s worked ok so far.

I’ve also got a Free Loader Solar Charger – this thing gets kudos just for the fact that out of all of the chargers, this was the only one that came with a Nintendo DS adaptor. Which made my girlfriend very happy indeed; Mario Kart for her while I type this passing Stonehenge, (fact).

Finally I have a ‘GoHello’ wind-up charger and, as Ben Smith so rightly said in the last podcast, they ain’t called ‘wind-ups for nothing’. …seriously, I’ve got nothing out of this thing yet. Nothing. Boo.

On top of all that lot, I’ve got four N95 batteries. All (currently) fully charged. So we shall see how long they last!

Software:

Well, stuff like Qik, Google Maps, VOX, SpinVox, Moblog etc… I kinda covered this last time round. I want to talk about the new stuff. Since writing that original piece I’ve acquired two pieces of software; both of which have – so far – impressed me much.

First up is ‘ViewRanger’. I downloaded this in the week and first take I thought ‘What a load of rubbish’. However… THEN I downloaded the Glastonbury specific maps – aka ‘Worthy Farm’ – and WOW, was I impressed! Check out this screenshot:

You can see that they’ve pre-loaded the app with the relative ‘points of interest’ – heh – and if I hit ‘GPS’ it’ll tell me where I am. Rock on. Can’t wait to use this properly.

The other piece of software is from Orange. It’s called ‘GlastoNav’ and at first I really couldn’t get this to work..

..however, once they ironed out the gremlins etc this little app has turned out to be very handy indeed. Not only can I look at the (much richer interpretation) of the map, but also I can plan my schedule for the event… and THEN I can share that schedule with my fellow festival-goers!

That – so far – has again, really impressed me. 

For actual ‘mobile’ stuff, that’s all. But, I have also been given some other cool pieces of gadgetry to use/play with. One is the Flip, which I think Ewan has spoken about a fair amount – my only problem with this is that once my hour of recording is up, I can’t upload it until I get to a USB connection. Bah! We’ll see how I get on with that one… The other piece of REALLY COOL stuff I’ve been given is the Loc8tor which, hand on heart, is the best thing yet (in theory anyway).

I attach the small part to something I might lose (i.e. the other half) and then, if I do lose her, I switch the big part on and it beeps to tell me how close I am etc… I had a play before I left the house and it rocked my socks. So… again, we’ll see how we get on.

That’s it from me, I’m nearly at Glastonbury and my laptop is about to die. Thanks to Ben Smith for editing this for me and putting the media in etc… You can keep up with my exploits at http://www.glastonblog.co.uk.

See you soon!

J.

“Hey Whatley, we are buying Symbian and will donate it + S60 to an open source foundation!”

To which my response was a resounding – “Eh?”

You can read the official Nokia press releases here and here

Now, I’m not a developer. I’m ready to admit my knowledge in this area isn’t great. Ewan’s in the Maldives, the rest of the SMSTN Team are (still) sleeping so it’s down to me to make something of this.

Looking around online there is little opinion up yet – however, unsurprisingly, All About Symbian has the news too and Steve Litchfield says that “This is officially HUGE“.

I dropped the news into Twitter just over an hour ago (at the time of publishing) and got few responses back.

One of my followers and all round smart chap, Jof Arnold, emailed over his thoughts, which he’s kindly given me permission to publish here – I for one am interested to find out what this actually means for the industry as a whole and, more importantly, what’s your opinion on this latest Nokia acquistion?

_________________

Over to Jof:

“In practice… well, that all depends on Nokia and I couldn’t possibly comment on their track history of OSS projects – cos I have no idea.

In theory? Potentially an awful lot. Compare to the iPhone and you’ll see why. Remember all those people trying to jail-break the iPhone? Those projects were successful because fundamentally the operating system pissed off many people; cut and paste; closed apps; no file explorer. Now, had apple open-sourced it fully you’d have a situation where the masses would be contributing huge amounts of their time into making the iPhone just how they wanted it… all under apple’s approval of course.

But, apple won’t do that… and developers are annoyed. Which is why any system that allows developed to tinker with the core operating system is going to be attractive to them. All of a sudden, developers haved a connundrum;

• develop for a locked-down system that is only on 10m handsets yet has a cool app-distribution and revenue-sharing system…. (apple)
• develop for an open system that has 200m handsets (nokia)
• develop for some google vapour-ware (android)

Impossible to say what will happen, but developers have always had a soft-spot for Symbian. This is potentially game-changing, but Nokia/Symbian’s got their work cut out; despite all this, Apple is a marketing monster and is hard to resist.”

Jof Arnold
http://www.brainbakery.com
http://twitter.com/jofarnold

_________________

Thanks for those thoughts Jof. There’s a live webcast scheduled in for 11am today.

We’ll have more news, as it breaks.

Thoughts?

While some of us are off gallivanting around the Maldives… sorry, ahem… A DESERT ISLAND …other bloggers, like myself, have to make do with the festival season to amuse themselves here back in the UK.

And what better festival other than the Mother of all festivals: Glastonbury!

Yes, it really IS that muddy. I took that photo myself.

Last year, I think I’m pretty safe in saying;

I was the ONLY person to live blog Glastonbury from a mobile phone.

Yes. That’s right, I blogged the whole darn thing (well as much as my battery would allow) from my Nokia N95-1 (the original silver one, the one with the REALLY poor battery, y’know?).

In fact the only reason my current blog exists is because of my then(?) obsession with Mobile Blogging.

You can go back and read some of my exploits here, here and here if you’d like.
But really, all you need to know is, at the time, the only way I could do this (AFAIK) was through VOX.

VOX has a neat little application that sits on some/most Nseries phones that you can download and is also available as one of the upload options in the Share Online app, also found on most Nseries phones.

Power wise, again only for last year, I had three N95 batteries (BL-5Fs for the true geeks among you) and these two things below:

That on the left is an independent battery charge-base and that on the right, a portable double AA battery powered phone charger.

The former proved itself to be extremely useful, then and indeed over the past year of ownership too. With that handy little device I can always have one battery in my phone, while another charges. This, of course, is all well and good until you go and lose the damn thing… which is what I did a matter of days ago.

I digress.

The thing on the right, I bought that from Amazon, thing is mind…

It . Was. Rubbish.

In fact I think it actually USED more battery power than it actually gave back. I ended up passing it onto some fellow festival-ite in our circle of tents…it conveniently came with a bunch of other adaptors – not just Nokia; covered SE, Motorola, Blackberry… the lot. You name it. So at least that much was handy about it…
However, for me – it was no good…

And don’t even start me on the quite frankly RIDICULOUS “Orange Charge Tent“.
I mean, who wants to QUEUE for an hour to charge their handset, only to discover that when they get to the front, they then have to wait around for a further two hours to watch their phone charge at an unsecured bar.
Joined up thinking really not their speciality it would seem…

So… How did I stay charged?

Well, while the Orange monkeys were missing out on potentially 3hrs of great music, I managed to find a little store amongst the clothes stalls and falafel vendors, which specialised in phone charging.
You paid a fiver a go and it was kept under lock and key and all was fine. The system the guy had running behind him reminded me a little of chargebox and it wouldn’t surprise me if they were one and the same… I’ll ask them this year and see. Anyway, this little store became a daily haunt for my good self.

In the morning I’d get up, review any content from the night before, write a quick post or two and then upload as much as I could before my battery died. After that I’d mosey on down to aforementioned phone charging establishment, pay my fiver, and then go off and meet friends who I’d arranged to meet at a later time (do you remember when we did that?!).

Later that afternoon I would pick up my phone, liaise with all the folk that had been trying to reach me for God knows how long, and then get off to another stage where upon I’d take more photos/videos that I would later, no doubt upload.

Lovely stuff.
So aside from the not-so-brilliant portable phone charger, last year was a reasonable success.

But what about this year?

Well, my VOX blog is still up and running.
So I’ve got that working just fine, but now – look at all the other things I can do!

I can upload via SMS, MMS or Email via Moblog.
I can simply make a phone call and speak a blog post through SpinVox.
I can boot up Qik and stream LIVE content direct to the internet. Not only direct to my QIK page, but if I hit ‘55’ while I’m streaming, my 500-odd followers on Twitter will get told about it too!

The plethora of Social Tools now available to the modern, festival-going geek, really… truly… is a spectacle to behold.

I shall be using ALL of those services/apps/tools I’ve listed above… and probably more.

The question is Dear Readers, which ones do YOU think I should be using?

What should your Mobile Geek of Glastonbury be packing in his rucksack to ensure a complete all round mobile performance?

Leave your suggestions below or, if you have anything you want showcased/tested over the coming festival season, email ewan@smstextnews.com

Yes – I know he’s on a ‘desert island’, but he’s already emailed me twice today with two new products that he’s been sent to give to me try out in the mud of Pilton…

So, the first iPhone opinion from contributor James Whatley. To put this in context, he’s a huge, huge, HUGE Nokia user and fan. Can he be persuaded?

- – -

I’ve actually been working my ass off all day and haven’t really been paying that much attention – I’m sick of all the tweets TBH. I got the vibe that others were too.

I did take a look though. I wasn’t “amazed”. And I think, as our mate Jon said ‘the difficult 2nd album‘ as it were.

There was scope to do better…

*shrug*

And as for new pricing? As I said above – I’ve not seen it, not bothered, not paying attention.

What is ‘Apple’s Mobile Me’? Not bothered. Really. Not. Fussed.

Not upgrading. I told you that I’m content creator. I told you that my phone does everything for me. That iPhone? Nah. Nothin.

THEY HAVENT EVEN UPGRADED THE CAMERA.

*sigh*

NEXT.

- – - – -

Thanks for that James!

Founder of Moblog.co.uk and all round friend of SMS Text News, Alfie Dennen, has set up a new blog in lieu of the Mobile Web 2.0 Summit which takes place in London next week.

The weird thing for me (for a start anyway) is the name ‘Mobile Web 2.0‘ – so weirded out was I by this in fact that I had ended up dropping a ‘note’ to Alfie explaining my thoughts.

Well he went ahead and published it:

“When did we have Mobile Web 1.0?

What the hell just happened?
First up: If you ask ANY consumer on the street: Are you using Mobile Web 2.0?
They’ll probably look at you like you’re from Mars.

Second: These naming conventions genuinely drive me nuts. WAP. Mobile Internet. Mobile Web. Internet, made Mobile. Mobile 2.0. Mobile Web 2.0. ENOUGH ALREADY!

We may as well ask: Is this the year of the Mobile?

Just so we can tick every box (and seriously, that question is now, officially, a joke, you know it’s a joke because whenever anyone asks it these days the response is LAUGHTER).

It’s like when people carp on about Web 2.0. More often than not I find myself chiming in with something like: You know people just call it the web now right? …”

And so on. You can read the full post here. There’s a whole bunch of great content up actually (not including my post ), so yeah – head over and check it out!

My post quota has been a bit low lately, (sorry Ewan), I’ve been working hard on a top secret SpinVox project, (more on this next week – promise), in the meantime however allow me to share with you something that appeared on my radar earlier today care of my friend Roger.

Roger, aside from being a girl, is a good blog-buddy of mine.
She and I write and maintain:

“Why Don’t Grownups Get it? – conversations we have had with growdups, by Roger and James”

We tend to take it in turns to post up stuff and normally it’s quite non-techy and it tends to lean towards the ridiculous…

But, as I said, this afternoon Roger posted up something that I felt I just had to share:

Roger – Over to you:

I don’t know if it is just me, with my seemingly magnetic ability to attract idiots, but I don’t have much luck with customer service types.

See my post on Dell. I rest my case.

Or I would rest my case, but I’m afraid I have to shake it into wakefulness for another round, this time concerning those ever-helpful bods at 3 Mobile.

Don’t worry, it’s not a longwinded rant. I’m really not cross about this one. Like Ron Burgundy when Baxter eats the cheese, I’m not angry. I’m impressed. With the sheer level of idiocy.

It’s a quickie. And here it is:

My phone broke. This happens. I took it to the 3 shop (one of those ones in a Superdrug, where you can’t tell if they are shop assistants or muggers, you know the ones). They sent it off on a three day repair on Monday. And credit to them, it came back into the shop, all shiny and fixed, today.

Of course, when I switched it on it went mental beeping away with hundreds of voicemails and texts from lots of terribly important people trying to get hold of me (it’s a social whirl being me, it really is).

And here’s the thing.

One of the messages was from 3.

Telling me my phone was ready for collection.

Let’s see if we can spot the flaw in their logic, shall we?

*sigh*

Roger.

The brainchild of London Underground Blogger, Annie Mole – Food 2.0 Nom Nom Nom, (to give it its full title), was a LOT of fun.
I was there in two capacities. First as a representative of SpinVox, (lead sponsors of the event) and second, as a competitor;

The event you see was the online/digital version if you will, of Masterchef.

As one half of GO TEAM SIX (the other half being my good friend Ribot, foodie, photographer and a mobile UI designer to boot), the challenge was twofold.

First to create three dishes (one of which had to be cold) for four people in just under two and a half hours. The second to create ‘output’ for the Nom Nom Nom blog pages.

Ribot and I, being the mobile geeks of the group, Qik’d and photographed EVERYTHING. I went armed with my N95 8GB, my spare N95-1, (packing an 8GB Micro SD), and also my rather snazzy Nokia Tripod.

After reading a blog post by a fellow contestant – one Russell Davies – I had an idea for the day’s content. As well as Qikking left, right and centre and of course, snapping anything that moved I decided to set my N95-1 to SEQUENCE MODE.

What is this crazy mode of which I speak? Well, at first I had no idea. I even put a call out to try and find some software for my phone that would allow me to do this… One email conflab with Mr Davies later and it turns out that this mode is right there! And what’s more – it’s been there the whole time!
Look!

I never knew it was there. I had to be told about it. That’s right. The first Mobile Geek of London didn’t know about sodding sequence mode!
(but it’s ok – I did my research – not many other folk knew about it either)

Moving swiftly onward – I popped my N95-1 into the tripod (as shown above) and set sequence mode to go off every minute…

Over the course of the afternoon, while Ribot and I put our chosen dishes together, my cheeky little handset took 154 different photos. And to what end?

Well – with the content that came out of it – I was able to create the following video.

Shot on a Nokia N95-1, standing on a Nokia Tripod and edited together using Windows Movie Maker, (who needs a Mac anyway?)

I know this ain’t ‘news’ per se. But it’s a feature I didn’t know about and it’s made me look at my N95 in a completely different light.

I thought I’d share it and show you just what’s possible.
The original N95 still manages to surprise even me.

Brilliant.

Been a bit busy of late folk, hence the absence of my regular Whatley on Wednesday slot.

Trying to get down for the weekly podcast mind…

But yes. Reading the site with interest as I often do, I really enjoyed Tuesday’s ‘Walking with Normobs‘ piece.

So much so that I stirred from my blogging slumber and decided to join the debate…

First off, I totally agree with where you’re coming from. I do. Terry. I do.
But you need to look ahead.

The Normobs of the future will be at the early adopter stage we’re at now.
Underestimate them at your peril.

Last week I was fortunate enough to be invited along to a Nokia End User group test thing wotsit.

On the N81 8GB.

Yes – the same device that I reviewed way back when and the same device that my esteemed colleague Ben Smith lavished hatred upon recently also.

This is no strange thing. I often find myself in these kinds of focus groups.
Why?

Well I’m one of those people. One of those people that when asked:

“Would it be ok to contact you in the future?”

I say “Yes”

If I’m not busy, and if I have the time, then I’ll gladly offer assistance. From big companies like Vodafone and Nokia after some customer insight or for a friend’s friend whose N95 keeps breaking because her firmware is ‘stuck on v10′.

I like to help.

Anyway – off I went to this group gathering – just off Carnaby Street, and lo, as is the norm with these things, I entered a room full of folk from all different walks of life/areas of London.

In fact – one guy had such thick urban ‘accent’ that the gentleman running the session actually found it difficult to understand at times. Love it.

I digress.

The point is, Terry, these kids – I was, it seemed, the oldest chap in the room, (quite refreshingly so too). These kids knew their stuff. We had a mechanic, a trainee IT bod, a couple of students and an accountant… and me, obviously.

As I said – these kids knew their stuff.

They knew about firmware updates, they knew about downloading games (N-GAGE or otherwise), they knew about all sorts of stuff.

I was genuinely impressed.

They referenced other devices in their analogies. They reminisced over handsets of yesteryear when articulating their complaints.

They. Knew. Their. Stuff.

You and me, Terry? We’re the old men of tomorrow.
Our kids? What handsets will they be concerned about getting us?
We’re early adopters now. Our kids will be too. Their kids. And so on.

The normal mobile users of tomorrow will be using the products you and I use today.
You make valid points about Skype as a service. Skype is a different way of making a phone call, branded. Tell your Dad to make a phone call by pushing the Skype button, and he will. Tell him to make a call over Skype? He’ll look at you like you’re from Mars.

Similarly with other naming conventions/terminologies: Podcasts vs Radio Shows. Blogs vs Diaries.
And so on…

Of course we’re not expecting our folks to go out and start making VoIP calls tomorrow.
But that’s not the point.

I’m pretty damn sure that the big guns aren’t really concerned about the Daily Mail reading, Marmalade eating Normobs taking up their services. Of course, it’d be lovely if they did! But I doubt very much they EVER will. The Daily Mail will die out as new generations come forward with new ideas and thoughts. Challenging the way we think and the way we view the world.

I read recently on a blog in Clay Shirky’s Book “Here Comes Everybody” about a little girl who, on a recent trip to see some family members had, on arrival, taken one look at the television, screamed and then run behind it suddenly looking for something…
The reason?

She was looking for the mouse.
The girl in question had never seen a screen without one before.

These small changes in behaviour and expectancies of ‘the norm’ take generations to change. Sometimes things go faster, but often things move a lot slower.

There is a particularly fond day dream of mine, where all of us geeks are sitting round at dinner late into our 70s and there we are still moaning about the lack of X and how Y never really did turn up etc etc…

And our kids?

Well they’ll be doing their equivalent of blogging and moaning about the lack of parent-friendly services/devices on the Market I’m sure.

Cheers.

..

..

..

And as an afterthought, going back to that focus group for a second, maybe those kids in the room weren’t that savvy after all.

Maybe it was just that bloody device that made them get online and learn something.

Heh.

Over to you Whatley:

____________________________________

That up there ^ is my friend’s iPhone, last week after his dog had got hold of it. Ouch.
Cue much laughter, finger pointing and merriment at his expense.
The iPhone’s screen is strong. But it seems it isn’t that strong…

‘Dave’ is a bit upset about this (I’ve changed his name to save him further embarrassment)

*giggle*

Anyway – after snapping that pic I asked ‘Dave’ if I could blog it, “Sure..” he said, “…and I’ll update you too.”

“Update?”

“Yep. Get this…”

Turns out, after the aforementioned mauling, Dave tried to claim on his home contents insurance. Note: ‘Tried’.
He has since discovered that he can’t actually claim ‘accidental damage’ as the dog did it deliberately.

(clearly a Nokia fan then)

After that Dave tried to claim it on his business insurance. Still no dice. Thing is, this policy doesn’t cover ‘phones‘.
It covers PDAs. Dave is trying to claim the iPhone is a PDA -

“…which it is!” Dave tells me…

However, the insurance company have never had a claim for an iPhone before and what with it having the word ‘Phone’ in its name, Dave’s hitting another brick wall.

Double Ouch.

Insurance companies can be tough little beggars at the best of times (trust me – I know) but are they in the right in this instance?

Is the iPhone a PDA? Or is it a Phone?

‘Dave’ sold his dog over the weekend.. and I am really, REALLY not kidding.
He was that upset.

So much for man’s best friend…

____________________________________

Looks like the SMS Text News Curse is contagious!

Over to him:

- – -

I’ve been scratching my head for some time about what to write… I’ve had such bad writer’s block lately that Ewan actually gave me the week off last week.

To be honest – I’m still kind of stuck…

So here’s a roundup of the stuff I’ve been kicking around in my head lately:

Microblogs:

I’m hooked on Twitter.

I haven’t left Jaiku, not by any stretch. But do have a strange addiction to all things Twiterry at the moment… Don’t shoot me. It’s just the scope of the damn thing.

Put it this way:

On Jaiku I have a community. In twitter I have an audience.

Nokia:

Two new music phones announced yesterday, anyone notice? No? Yes? Meh.
I tuned in for the webcast when I nipped out for a latte yesterday and…
Well… Kinda wished I hadn’t.

*yawn* – Don’t just take my word for it, read what other people thought too.

Digs aside, (music phones ain’t my thing), but keeping the theme:

I’m really loving my new Nokia BH-501 Bluetooth earphones; a gift from a good friend at CTIA. Cheers for those, you know who you are.

Those earphones, combined with my new found love of Mobbler (Last.fm scrobbling S60 client) has made my music experience/sharing/social experience complete.

Earphones on, Mobbler on, Music on; Mobbler scrobbles my tracks on the move, uploads them to Last.fm, the feed from that goes into my Jaiku… and my lifestream is complete!

Well the music part of it anyway. It all makes me very happy. Good times.

Unfortunately: Earphones on, (Bluetooth Connection), Mobbler on, (Internet Connection), Music on also equates to the battery life of about 3-4hrs.

“She needs more power Cap’n!”

When will the handset manufacturers realise that us power users, as well as numerous functions also require uber batteries to support them! The N96 battery sent a few shivers across the blogosphere when it was announced (weighing in at 950mh only) but the Product Manger assured us that the applications had been optimised to use as little power as possible. We shall see…

What else?

Networks…

First up – Newsflash – Nokia N78 confirmed expected to arrive on Vodafone within 6wks. Nice.

Sticking with Voda – Thanks for the N95 8GB guys!

I really felt a bit icky when I first received it (special treatment and all that) but I’ve grown to like it – the screen is the big sell for me.

Shame you guys don’t do the N95-1 (original, silver flavour) anymore. I prefer being able to remove my memory and just dump music, images etc onto it over a card reader. Putting 6gigs of tunes on my phone when I first received it was an overnight process… and I really wish I was kidding.

And – this is a phone fault, not a network fault – the onboard ‘Mass Memory’ is SO SLOW it’s ridiculous. I often keep my SMS/MMS/Emails off of the phone memory, just to keep it free etc… I recommend NOT doing this with the 8GB. Makes using the messaging functions virtually impossible.
The S-L-O-W memory access also makes the recording of any video (straight to mass memory) equally futile. The image jerks continually and freezes and and and… Well it’s just rubbish.

So if I want to make any kind of recording I have to change the camera memory from mass to phone, record the video, then change the memory back, then transfer the file over…
Seriously, it’s PAINFUL.

Just a shame Vodafone don’t stock the N82.

I’ve touched upon this phone in the past and, having trialled the device at length (thank you WOM World) I can tell you that it is arguably one of the best handsets on the market today. 5MP camera, GPS, auto-screen rotation… etc etc… Something that makes it standout from the crowd in particular however is the Xenon Flash. Wow. Just WOW. I never thought the introduction of just one feature would change the way I feel about a device.

Two examples of picture quality:

The only reason I haven’t actually jumped ship and got one is that it’s on o2, and you all know how I feel about them. However, if you’re not in the UK – find out from your carrier where you can purchase the N82. Seriously it is that good.

The good news is for UK readers is that the N82 (as well as the N81 – meh) have both just been confirmed for release on 3UK next month.

So if you’re looking at upgrading or simply getting a new device/contract – then make sure you check this baby out.

Bad points? There are two that I personally know of.

The screen size. Now this one is arguable. I’ve recommended the N82 to four different people already (all of whom have gone on to purchase one) and they’ve reported no problems. But, having been an N95 user for the best part of 18mths now, getting used to something smaller took a little while. N95 users take note.

The buttons. Now these buttons suffer from ‘Marmite-Syndrome’. You either love them or you hate them. I *thought* I would hate them. I really did. They put me off. All I can say is: Try it. I found that actually they weren’t that bad at all. Depends how dexterous you are really, but don’t judge a book by its cover as it were…

But aside from that? Solid phone.

And that’s about it from me this week. Don’t know why it’s a bit hotch-potch, or as Ewan would say ‘all over the shop’, but it is.

I’m off to go play with an Archos this afternoon. Should be fun. Will report back next week…

Been playing around with ShoZu vs Location Tagger vs Flickr vs OVI etc as well.

Got a few other things percolating around upstairs but I guess I’m a bit bored really. Nothing new/exciting going on…

Someone send me something cool to play with huh? Get my brain working…

Cheers.

- – -

Don’t write off o2 entirely, James. Perhaps it would be interesting to get you to use o2 for two weeks as a test?

I’m also quite pleased the N82 is coming to Three UK. That’ll be my upgrade then…

If you have anything that you think James should look at to help him out of his mobile malaise, yell!

Today I was going to publish my third and final part of ‘The Joy of Ku’.

What with Jaiku’s recent announcement that YES they are re-opening registrations and that NO Google are not turning out the lights on our beloved life-streaming app.

What announcement am I talking about? Well here’s this from Jaiku’s own Jaikido blog:

“We’ve been working quietly for a while to port Jaiku to Google infrastructure. Today we’re taking off our welding goggles to announce Jaiku will be one of the first apps to run on the new Google App Engine.

The Google App Engine enables applications to leverage powerful Google technologies and scale up to millions of users without infrastructure headaches.

Jaiku will be fully deployed on the Google App Engine in the near future. Andy & co. are working hard to ensure the port is a success and we will make a further announcement once the port has been completed.”

Fantastic news!

Jyri was quoted on Jaiku later on that day as saying:

“…if all you notice is an increase in speed and reliability and re-opening of registrations, we’ve been successful.”

Brilliant.

However – today I will not be finalising my Jaiku opus. Something has reached my shores this morning that NEEDS to be blogged. I could NOT believe it when I read it. Could NOT!

The reason why I’m so annoyed about this is that I’ve been kicking around an article for while that reviews the quite frankly, fantastic Nokia N82. At the moment the Nokia N82 is (in the UK anyway) an o2 exclusive… The piece was going to end something like:

‘On o2? Get an N82. Not on o2? Move Networks and get an N82’.

However, that will no longer happen.

No Sirree bob.

News has come to me this morning from Vero Pepperrell, Chief Blog Mistress at Taptu, that The Register is reporting that o2 3G customers are being capped/throttled/limited to speeds of 128Kb/s.

128Kb/s!!!

A quick 3G speed test on my Vodafone N95 8GB hits me with slap bang on 300Kb/s.

That’s 3G only (not 3.5G aka HSDPA).

That’s more than double what o2 offer! And that’s before we even think about leaping onto 3.5G!

According to Vero, some smart chap over at 3G.co.uk did a speed test on the o2 network and here are the results:

GPRS 44kbit/sec
EDGE 145kbit/sec
3G 112kbit/sec
HSDPA 124kbit/sec

WOW. I am amazed.

iPhone owners on o2 using the EDGE network are getting FASTER connections than anyone on their 3G network!

*gasp*

I don’t really have much else to add to be honest…

My N82 review is still in the pipeline (as is my final part of the Joy of Ku), but I really must say RIGHT NOW that if you’re considering getting a new handset and you want to experience the wonders of the Mobile Web (over your network) then DO NOT go to o2.

I just needed to get that out of my system.

The FULL story is here on The Register – including updates and quotes from o2

And again – huge props to Vero at Taptu for waving this in my face first thing this morning.

Maybe it’s the 24 hour sound of money being well and truly spunked up the wall as you walk through the casinos or the plastic nature of Las Vegas that gets to you after one or two days — whatever the catalyst, James Whatley has found himself undergoing several epiphanies this week, most notably when it comes to S60, Facebook and phone user interfaces. Hit it, James…

- – -

And before you all call “April Fool”, this idea came around when I was invited along by Debi Jones of Mobile Jones to attend a roundtable discussion hosted by Airwide and MobileMessaging2.com entitled:

“Web 2.0 comes to Handsets – New Issues and Upside for Monetizing the Mobile Web”

It started with a brief overview from Steve Bratt, CEO of the W3C about Web 2.0 and the similarities with the Mobile industry etc… And then we broke out into four separate groups to each discuss particular questions.

Our table had the not so easy task of answering the following:

“What are the three capabilities consumers will want in the future and what can the mobile industry do to help enable this?”

So, aside from the obvious “Consumers have NO IDEA what they want!” rant I could’ve launched into, I was sitting there with a few folk chucking around such themes as personalized UI, location-based services and, my personal favourite, passive contextual awareness, (I’ll come back to this one at a later date).

Chatting away, sharing ideas, brain working overload… I had an epiphany:

‘Scrap S60, give me facebook!’

The people at the table looked at me a little dumbfounded and I went onto explain it further…

“Rip out the standard UI in this handset (waving N95) put in facebook!”

The comments came thick and fast:

“Well, I like MySpace. Can’t I have a MySpace phone?”

“Didn’t Helio do that already?”

“Yeah. But you customize the UI couldn’t you? Give users that choice…”

“Ok. Give users the choice to customize their UI…”

“Blah blah blah…”

And that was cool and ok, it answered one of the three things we had to find and stuff… However, I think this is something that bears further thought.

What is Facebook?

By its own definition it is a Social Tool.

(Not a Social Network – You and your friends are the Network, not facebook – remember that one kids).

What is a mobile phone?

Also a Social Tool.

So my question is this: Why not converge the two?

I’ve spoken about facebook in the past and how the users can be segmented in different ways etc. But fundamentally, at the most basic level, facebook is when you think about it an extremely active contacts/address book, right?

Right.

Pour that into a handset and what do you get?

I’ll show you:

Your Contacts? Sync’d with facebook Friends.
But not only do I get numbers I also get pictures, updates, status etc.

Your Calendar? Sync’d with facebook Events.
But you get more detail, who’s coming etc (all linked across the different apps etc)

Your Games? Scrabulous anyone?!

What about SMS/Email/MMS? You’ve all sent a facebook message before right?

Your Camera? No change here. Oh, aside from photos being stored to your facebook gallery.

And Fun apps? If you read this blog I’m going to assume you’ve installed an app onto your phone before. You may well have even installed an app on your facebook too… see the link?

Don’t forget the Internet? Ahh… Here’s the killer see.

Facebook currently has no internet per se. No search. No Google box etc… That would be your link off and out of the facebook garden as it were. But hey, you never know with fb – they may well have Search on their roadmap.

Thinking about mobile search, searching the handset, like the current desktop search on the N95 or ‘Finder’ on any MacBook, would be like facebook!

Searching for “mobile geeks” and i’d be shown the event, the group and also any and all of the contacts in my address book that are part of said party.

What about my favourite app, Jaiku? Build it in.

Status updates on facebook? The mini-feed? That becomes your life-stream right there.

It could work.

Think about it.

The number one thing that people hate about changing handsets is relearning the UI: “Aww man, I’m still getting used to it” etc…

What if the UI was the same?
What if you knew how to use the UI before you took the thing out of the box because it’s the same UI that you use every day on Facebook?
And all that’s before we even begin to talk about the trusted relationship that the consumer already has with facebook as a brand…

…

…

Ok, so – taking a breath – maybe the web UI is not built to work on a phone. Maybe having a “facebook phone” would be almost as bad as Helio’s “MySpace Phone”.

But why not have the facebook engine running underneath a very basic UI. With all the information embedded and layered underneath each contact or event or picture, creating context sensitive content…Makes sense huh?

I guess what I’m getting at is the ideas and principles behind the semantic web, on your mobile.

It doesn’t have to be facebook. It could be anything. Just join the dots.

What do you think?

Today we bring you part two of the Joy of Ku — Jaiku Unwrapped. Part One is here.

All good? The Master pulls down the hood of his dark billowing robe, turns toward us as we bow benevolently and…. over to James.

- – -

Ok – so those of you that read my last ‘official’ Whatley on Wednesday a fortnight ago (ignoring all the N95 shenanigans that happened in-between); and were quite interested to read my little introduction to Jaiku, then you’re probably wondering what I’m going to cover this week in part two of ‘Jaiku Unwrapped’ (nice title Ewan).

First up: Are you on Jaiku? If yes, read on. If no, go to http://jaikuinvites.com and get yourself in!

Next: Let’s talk about features

Well, there’s a lot to cover. I first encountered Jaiku way back in the Spring of 2007 as an early S60 app. This first iteration being ‘merely’ the cell tower naming, ‘life stream’ enabled, active contacts book… and breathe.

So what does that mean?

Cell Tower Naming – Each Jaiku user can name the cell tower that is currently in use by their mobile handset. This information is then shared with your [Jaiku] contacts. This is cool.

Most of the cell towers near me are called variations of Teddington; Teddington Station, High St, Home etc… and if any of my Jaiku buddies find themselves in the area, their Jaiku app updates their location accordingly. Can be fun when you’re browsing your contacts and you notice one of your friends is in one of your cells.

Life Streaming – Jaiku was at launch (and arguably still is in some respects) WAY ahead of its time when it comes to TRUE life-streaming. Any and all feeds can be pulled in and aggregated into the one stream. Here’s mine:

Comprising of my Last FM, Flickr, YouTube, Twitter and Various Blog Feeds.

All of my content in one place. Fantastic stuff. Interesting how this is now the business model for the relatively new ‘Friend Feed’. Something that I’m yet to try out… but I’m told offers a very similar service on the full life stream front. Big deal, Jaiku’s been doing it for ages.

Friend Feed lacks a mobile component however… which means no cool, location based stuff.

That aside, all of this life-streaming is no good if you can’t do anythingwith it. Which leads nicely into…

Active Contacts – Now that you (and your contacts) are all life streaming content or ‘Presence Information’, Jaiku takes on a more interesting role as a replacement for the native contacts application within the handset. Having Jaiku as an ‘Active Contacts’ book allows you to see who is and is not available for calling just from one quick glance. Each contact displays the stream coming from their handset – this encompasses everything I’ve mentioned so far (Location, Life Stream Feed Content) and adds to it calendar info (shared, hidden or just ‘busy’) AND profile information too.

The screens below are taken from the S60 app with my phone set to three different profiles:

The Profiles being General (Green), Vibrate (Amber) and Silent (Red) respectively.

If my Jaiku is displaying a red icon, now’s probably not a good time to call.

Note you can also see my latest ‘kus’ as well as the next event in my calendar; this information is opt-in as part of the sign-up. For the sake of sanity (and privacy) I normally have this set to ‘busy’ but have shared for the sake of the screenshots.

Having this option available for all of my contacts would be excellent.

A quick glance can show me:

Where you are, what you’re doing, what your plans are, what you’ve been listening to, the last photo you shared, the last video you shared, the last blog post you wrote…

It goes on.

All of this stuff comes together to form one S60 app that is truly something spectacular.

Not got an S60 handset? Try http://m.jaiku.com instead. Not as functional as the app but still easy and accessible from your handset.

All this so far has been about the utility. The product. The usability. The benefits.

In my next (and last) Jaiku-themed piece I’ll cover off the final piece of the puzzle.

The thing that, in my opinion, truly makes Jaiku special:

The Community.
First is this piece from Jonathan Greene who gives a rough outline of the features I’ve mentioned above. It’s a good read but the good stuff is at the end with his fantastic video (from last year!) about the (now live) beta client of the S60 app.

Second is this post from co-creator of Jaiku, Jyri Engestrom. Entitled:

‘Blind Men’s Baseball – The Social Importance of Peripheral Vision”

This one quote: ‘phones were designed with the assumption that when a person picks up the receiver to dial a number, they already know who they want to call.” says it all for me…

Next week I’ll be in Las Vegas spreading the SpinVox love at CTIA.

If you’re heading out yourself, come find me and say ‘Hi’.

If not, see you in a fortnight.

Thanks for reading.

- – -
First up, if you missed the rant
on Friday, then you should go catch up or else none the following will make much sense.

HOLD MUSIC – BA BADADA BA BA BA DADA – BA BADADA BA BA BA DADA

Up to speed? Good.

Next up – I’m still with Vodafone.

Why?

Well. You’ll see.

Thing is, this whole episode has really got me thinking about a LOT of stuff. So there’s a lot to cover with this follow up post, it might turn into another long one… So once again, thanks for reading.

First up – let’s pick up from where we left off.

The early hours of Friday morning:

01:30 – I email my rant over to Ewan

01:45 – He hits publish

01:46 – I post on Jaiku

04:52 – Nokia Geek re-posts the story on
his blog

07:40 – The story re-appears over on the blog by iFelix

08:57 – An SMS arrives from a friend within the walls of VF:

‘Would you like me to try and escalate your N95 problem internally? Or would you prefer the vanilla experience?”

I choose the latter, (thank you though for your kind offer – you know who you are).

09:30 – Steve Litchfield links back to the story over at All
About Symbian

Then, at 09:39, the phone rings:

‘Hello, James Whatley…”

‘Hello there Mr Whatley, my name’s Amy and I’m calling from Vodafone. I hope you don’t mind me getting in contact like this, I’ve just been reading your blog…”

[Note from Ewan: We're speculating that 'Amy' is indeed Amy Rose as covered before on SMS Text News]

‘I see…”

‘Yes, I searched for your name on our system and then cross referenced the notes on the accounts that I found with your written version of events to see which James Whatley it could be and.. well I found you!”

‘Right you are.”

‘Mr Whatley, I’m dreadfully sorry for everything’s that happened regarding your N95. We’ve investigated it as much as we can this end and it seems the insurers have rather a lot hoops to jump through to process these claims, something we’re trying to rectify. And you see it’s basically a lot of red tape that we can’t really do much about…”

‘Ok…”

‘However, I’ve been in touch with them and sorted everything out and we should be able to get a replacement phone out to you as soon as possible. Now this normally happens on the next working day, but I’m going to make a few calls and see if we can’t get it out to you today.”

‘Oh well, thank you very much…”

‘Only thing is Mr Whatley, we don’t actually stock the silver N95 anymore. We only have the 8GB version, is that going to be ok?”

‘Well, er… I actually prefer the silver one if I’m perfectly honest, but I can’t knock it I guess. It’s very kind of you to reach out like this. Yes. Ok. I’ll take it. Cheers.”

‘Right then, I’ll sort things out with the insurance company. You will still have to pay the £25 excess charge for claiming but I can just pop that onto your next bill. I’ll give you a call back in a bit to confirm delivery.”

Brilliant. Fantastic. Wonderful.
Or is it?

We’ll come back to this one. Moving on.

09:50 – I get an email from Colin over at Nokia WOMWorld:

‘Hi James

Your two week trial period for the N82 has finished, therefore we need to organise the return of the device…

Just kidding! Read about your “kaput” N95, so out of the goodness of our hearts we will extend the N82 trial period. How about I send out a bluetooth headset too, make it easier for you to call/pester/complain to Vodafone whilst on the move?”

I very nearly spat my latte out laughing… This did make me smile. A lot. Cheers guys.

10:00 – Steve over at S60Blogger made sure he
mentioned it too – which, incidentally, then got picked up a few more times on some insurance aggregation sites

10:10 – Paul Sweeney of VoiceSage talks about the Expectations
of GREAT Customer Service

11:29 – I come back to my desk and I have a missed call plus one new SMS:

Hi James, it’s Amy calling from Vodafone. Just calling you back as promised earlier. Got good news the phone is gonna be delivered to you today. Should be with you around 2:30. I will give you a call back, I’ll try you again in a little while just so that I can have another chance to chat to you. Thank you. Bye. – Spoken through SpinVox

14:30 you say? Not bad at all.

Lunch time rolls around and the department head out for a colleague’s birthday lunch.

13:25 – The phone rings:

‘Hi, is that James Whatley?”

‘Yes mate.”

‘Alright, I’m just on Marlow High Street, looking for Wethered House (SpinVox HQ), can you direct us?”

‘Actually mate, I’m just on the High Street myself. In Chez Gerard…”

‘Oh I can see that, I’ll come meet you.”

13:30 – Yours truly takes delivery of a brand new, never-been-opened Nokia N95 8GB.

Just shy of 12hrs since the original article went live.

So – What have we learnt?

First thing: Vodafone have some kind of ‘Forum Intervention Team’ who are happy to step up to the plate whenever things need fixing, (but we knew this already).

This I must say is a HUGE step forward for any operator/network and is something the rest of the industry can learn from.

To have a team in place monitoring the blogosphere for anything of this nature is a great string to Vodafone UK’s bow.
And it’s the exact same thing I used to do 18mths ago for Refresh Mobile, (way back in their Mobizines days).

So kudos to you Red; you came through and you delivered. Nice work.

BUT.

And this is a big BUT that was repeated to me over email, IM, Jaiku, Twitter, SMS and even over the phone from my friends and colleagues alike:

‘BUT JAMES?! Well done and everything – But what about the average user? If this happened to your Mum she wouldn’t sit down and write two thousand words on how annoyed she was nor would she know the right platform/channels to use to air said grievances! So, what about your Normobs?!”

Well. There’s a few ways you can look at this.

Ewan bet me £5 that I could’ve got a replacement handset from in-store over the weekend and he was probably right. So did I get preferential treatment? Yes. You could say I did. If I was your average every day customer without access to a reasonably well-read wireless news site, would I have got my replacement handset on the same day? Doubtful, (don’t forget though, I still had to pay the £25 excess, just like anyone else – all VF saved me was time).

This however does not necessarily make Vodafone bad. Later that day I was contacted by another friend of mine, again within the walls of Vodafone. He told me about the Forum Intervention Team and how (in his opinion) they do a good job. Not least because they fix what they can online but because every problem they solve gets put back into the system to try and ensure that the same doesn’t happen again. My contact also told me that Vodafone has a ‘Voice of the Customer’ forum. Everyone within Voda has the ability to raise issues to VOC so they can be investigated.

They don’t take this kind of thing lightly.

The good thing (I’m told) is that this whole episode has highlighted the ‘outsourced insurers’ problem to the VOC which will hopefully mean that the end user experience will improve in the long run.

This is great news.

Short term?

If you’re a normob (or if you know one) then the best advice I could give you would be to never give up. Keep calling back, keep kicking up a fuss and keep on keeping on until you get the level of service you think you deserve.

Now in closing; let’s address some of the questions raised in the the
comments of Friday’s piece::

Quite a few of you mentioned that I should’ve taken the insurance girl’s hints and just told them what they wanted to hear. You’re probably right. But you’re gonna have to excuse my naivety on this one chaps; the thought didn’t even cross my mind. I’ve never had to claim on insurance before and well – I didn’t know the game was played as such. I’ll know for future reference… that aside – it’s still a sorry state of affairs if this kind of behaviour is ‘the norm’.

Hands0n had a cheeky dig at the state of my N95. What can I say? I USE my handset! I don’t care for fancy covers or belt clips. My phone is purely functional. Admittedly I use every function available but that doesn’t mean I should keep it wrapped up in cotton wool. I love the battle scars on my N95. It shows how much I’ve really got out of it, y’know?

Maybe I should send it off to some kind of mobile phone war museum… Hehe.

Joking aside, this whole episode has taught us a LOT about Vodafone.

Yes, their CS sometimes falters but it’s clear they do care about their customers.

Yes, they gave me preferential treatment, but it’s only through people venting their anger (online or otherwise) at poor levels of service that any big company has any chance of learning/changing anything.

And the less said about the N95 4GB variant the better…

- – -

AAAAAAAAAAARGH!!!

So – Those of you who follow me on Jaiku (http://whatleydude.jaiku.com) or on twitter (http://twitter.com/whatleydude) may have seen this message appear late last night:

‘N95 – kaput :’(‘

What follows is an account of two hours of my life from the early evening of last night (Thursday).

Vodafone have pissed me off. Their insurance company more so – they are CLEARLY a 3rd party with nothing to do with Vodafone and as such, let them down on an almost spectacular level.
That aside – VF’s CS has seen better days.

If this issue is not resolved by the weekend, I am off to 3.
You heard it here first.

So – What happened?

Well, over the past few weeks the N95 has taken a bit of a beating… it’s, how we say in the UK, ‘been in the wars a bit’. I’ve dropped it left, right and centre and even tossed it here and there too.

Note – it was camera tossing – see here.

Anyway – The phone has been fine. I went to a meeting yesterday afternoon, switched the phone off. All fine. I leave the meeting. Switch the phone on. All fine. I get to the station and, whilst waiting for my train, I decide to check the timetable… This is not possible. Not properly anyway. Because… every time I clicked one of the right sided centre keys, the screen went blank. Bugger.

Train arrives. I get on. I test it again. Same thing; Right centre keys make the screen go blank. Left centre keys bring it back. Bugger it.

I’m just off into town for a couple of drinks with the lass and all of a sudden I have no phone… Damn.

What next? I do what any other Vodafone-loving man would do, I call Vodafone.

Here I have to pause. Here for a second, if merely for sheer dramatic effect I must take a moment… and breathe…

I have waxed lyrical about Red’s amazing customer service before, quite a lot actually; online and off.
Thing is with GOOD customer service, you become used to it.
It becomes ‘the norm”.
Anything less than above average is… well… just average.

I make the call. Bear in mind that as a ‘card carrying member’ (remember?) of Vodafone’s ‘best care’ program I have come to expect the following to happen:

‘Hello Mr Whatley, how can I help you today?”

‘Hello there, my phone is broken.”

‘Ok Mr Whatley, we can get a replacement out to you with 24hrs, where would you like it to be delivered?”

And. That. Is. It. Job done.

This is what I expected to happen. What I got was something COMPLETELY to the contrary.

CALL 1 (bodes well doesn’t it?)

‘Hello Mr Whatley, how can I help you today?”

‘Hello there, I wonder if you can help actually. It’s my phone. The screen really, it started to go off and on earlier and now… well now it won’t even come on at all”

‘And what phone do you have Mr Whatley? Says here you have the N95, is it the 8GB version?”

‘No no, I’ve got an old school original N95.”

‘Ok, and did you buy it from a store or over the phone?”

‘Over the phone. I NEVER go in store.”

‘Ok Mr Whatley, and what do you think may’ve the problem on the phone?”

‘I’m not entirely sure to be honest, I do USE my phone. I mean REALLY use it. But I know I’ve definitely dropped it twice in the last two weeks…”

‘Oh ok Mr Whatley, no problem. It sounds like you may have to make an insurance claim but that shouldn’t take a minute… Well I’ve just checked and it looks like we don’t actually have any N95s in stock anymore, but that’s ok. The insurance will just send you an 8GB instead… is that ok?”

Leaving aside my N95-1 preferences for a second…

‘Oh.. er.. ok, can’t really complain! Yes, I guess that would be fine, thank you!”

‘Ok Mr Whatley I’ll just put you through to the insurance department.”

‘Thank you very much…”

HOLD MUSIC – BA BADADA BA BA BA DADA – BA BADADA BA BA BA DADA

‘Hello you’re through to Vodafone In-sure-antz… *giggle* …”

Note – the giggling – the girl that I was put through to was clearly having some kind of joke on the other end of the line and was finding it hard to control her laughter. Hilarious.

‘…Before I go on.. *giggle* stop it *giggle* ..can I just tell.. *giggle* …can I just tell you that callsarerecordedfortraininperposeees…” *muffled laughter*

I’ve worked in a call centre myself. This happens. You just get the giggles sometimes.
However, I wasn’t in the mood.

I hung up and re-dialled 191.
I get through to the woman sitting next to the first woman I spoke to the first time round.

‘Oh, sorry to hear what’s happened Mr Whatley, I’ll try and put you through again…”

HOLD MUSIC

‘Hi Mr Whatley, I’ve explained all your details and told them what the situation is, I’ll just put you through now…”

‘Hello you’re through to Vodafone In-sure-antz, can I take your name please?”

‘Haven’t you got it…? Ok. James Whatley”

‘And how can I help?”

‘You mean you weren’t told?”

‘You want to make a claim sir?”

‘Yes. The screen on my N95. It’s broken. I need to get it replaced.”

‘And when did it break sir?”

‘This afternoon.”

‘As a result of what sir?”

‘Well, I’ve dropped it recently.”

‘When sir?”

‘A couple of times. RECENTLY”

‘Oh. So the screen was working today then sir?”

‘Yes.”

‘Did you drop it today sir?”

‘No, but I think it’s an issue of overall wear and tear if you will…”

‘But you didn’t drop it today sir?”

‘Well, no but…”

‘Well then the screen failure can’t be down to you dropping it Sir, *sigh*, it’s a warrantee issue. I’ll pass you back to customer care.”

Turns out ‘pass you back to customer care’ is a euphemism for ‘hang up on you’.

If you’ve made it this far – thank you – I applaud your reading efforts. By this time I had travelled from Oxford to Paddington and I’m now at Paddington Station when I make call number 3.

‘Hello there, I don’t have time to go through this again. I just want to complain about the poor standard of service that your insurance company provides. First they lack professionalism and second they show no real willingness to help and/or cooperate…”

‘Of course Mr Whatley, what is the problem?”

I explain. THIS TIME ROUND I’m advised that I will have to take the phone IN STORE to have it examined…

‘Look. I don’t have time to do this now. I called to complain. I need to get on the tube. I’ll call back later…”

By now I am seething. I get off the tube at London Waterloo and the lass is running a little late. ‘I’ll try again” I think… CALL 4

‘Hello there, I’ve had a rough time with CS so far this evening. I understand this isn’t your fault so I won’t scream and shout. My N95. It’s broken.”

‘Ok sir, which one do you have? The 4GB or the 8GB?”

‘Pardon?”

‘Which N95 do you have sir? The 4GB or the 8GB?”

‘Er… There isn’t a 4GB.”

‘Yes there is Sir, it’s ok, you’ve probably got the 8GB, the black one right sir?”
(this time in a slightly condescending kind of ‘it’s ok sir, you don’t know about your silly little broken phone’ voice)

‘Look, I don’t have the 8GB version of the phone. I have the silver one…”

‘..The 4GB.”

‘NO! THERE IS NO 4GB N95! I work in the bloody industry and I know this phone inside and out and unless you’ve started shipping them with a 4GB MicroSD card as standard then it does not exist. The original N95, the silver one, the one IN MY HAND, comes with 160MB internal flash memory and 64MB RAM. Not 4GB.”

‘I’m sorry sir but…”

‘Look, let’s no split hairs. I know I’m right on this. It’s not why I called. I called because my phone is broken…”

‘Yes Mr Whatley, says here you’ve been advised to take it in-store to have it examined?”

‘Yes, that’s right. But that’s not good enough. I need a replacement as soon as…”

‘That’s ok sir, if you hand it over in-store they will pop it in a jiffy bag, send it off to be repaired and it will be back with 7 days tops.”

NOTE – I’ve been here before – it NEVER takes seven days. THIS is why I stopped going in-store.

‘I doubt that. Plus what am I to do without a phone?”

‘They’ll have a phone you can borrow sir…”

‘Have you ever had to borrow one from in-store before?”

‘They have the Sharp device range sir…”

‘Yes. I know. Horrid devices. They’re not nice. Listen. You don’t get it. I’m a mobile phone blogger. It’s what I do. Not having a decent handset in this business is quite frankly a ridiculous notion and I REALLY need to get this sorted ASAP!”

‘Yes sir, if you take it in-store tomorrow I’m sure they’ll be able to…”

At this point I gave up. I am SO mad. The phone, FOR WHATEVER REASON, no longer works. Actually, that’s incorrect. The screen no longer works. The phone works fine. In fact, I know my N95 THAT WELL, I’m able to send texts and make calls… in the dark if you will.

Fortunately I am lucky enough to currently be in possession of a Nokia N82 (kindly supplied by those lovely folk at WOM World (http://www.womworld.com/nseries), this device however I have been using as my work phone. That reluctant was I to give up my N95 as my main device I opted to switch out the E61i for the duration of the loan period.

While I’ve been typing up this tirade I’ve been backing up/restoring/sync-ing each device to switch the N82 into my main device and the E61i back to my work device.

Incidentally – I’m not even touching upon the review of the N82 yet, or the amazing differences between the Nseries and the Eseries range of devices that I uncovered by making this switch… they can all wait for another post.

This post – THIS ONE THAT YOU’RE READING RIGHT NOW – is about how disappointed I am with Vodafone. You may call me fickle, but have a read of it again. See if you’d settle for this kind of ‘service’.

I am NOT a happy customer.

And do you know what makes it worse? It’s happened before http://whatleydude.vox.com/library/post/rip-n95.html – same problem(s) http://whatleydude.vox.com/library/post/my-faith-has-been-tested-1.html

This time though there has been no resolve.

The issue is still open.

I genuinely do not know what to do next. My instinct tells me to call VF again – To keep on keeping on. This issue has happened before and I got a replacement within 24hrs.

Why is it any different now?

Why is Vodafone’s customer service so inconsistent?

Why do they allow such a shoddy experience when it comes to their mobile insurance – which, by the way, I PAY EXTRA FOR!

If I don’t have a new N95 by the end of the weekend, or at least, on its way to me by the end of the weekend – as I said at the beginning of this post – I’m going to 3.

And I’ll tell every soul that I ever sold onto Vodafone that they made a mistake and that Vodafone don’t care about their customers, nor do they care for their (outsourced) insurance – that’s not worth the paper it is written on.

With that, I am spent. If you made it to the end, thanks.
If you’ve got a spare N95-1 lying around, let me know – I’m open to offers.

- – -

I have, incidentally, bet Whatley five pounds that if he takes his handset into a Vodafone store tomorrow, they will replace it there and then for him.

But the more I think on it, the more I wonder if actually, that’s not how things work. I wonder if the handsets in store are for ‘brand new customers only’ and not for replacements? We shall see.

- – -

I’ve been meaning to write this piece for a while now. In fact, ever since Google made that purchase last year the whole blogosphere has been falling over itself trying to figure out exactly what Google intend to do with their now five-month-old purchase.

I had an eye on eventually contributing to this but by the time I got round to it, most of the good stuff had already been covered. Notably this piece by Jonathan Mulholland (“What Google has planned for Jaiku“).

Then there were the series of posts at the beginning of the year regarding the spate of errors/downtime that Jaiku kept throwing up – (downtime, by the way, is merely par the course for your average Twitter user… But we’ll leave that one there for now).

Again – this was aptly covered by someone else here (“Jaiku users flee to Twitter as a result of Google neglect“) and yet again ably kicked back by our friend Mr Mulholland (“Think Jaiku is loosing to Twitter? Wait ’til Android devices start shipping“).

(Damn he’s good)

So, what am I going to write about?

First off – without presuming too much – a brief explanation:

What is Jaiku?

* Micro-blogging (like twitter)
* Limited to 140 characters (like Twitter) to your first ‘Jaiku’
* Jaikus start threaded conversations (unlike Twitter) with no character limit (unlike Twitter)
* Jaiku also enables ‘Presence’ from your S60 handset: Location + Phone Profile + Latest Jaiku
* Jaiku as a feed aggregator – pulling in all your feeds into one single ‘life stream’
* An ‘active’ contacts book, when futurists debate the address book as being key to any user’s daily life, Jaiku is often looked upon as leading the way
* And above all, a community…

That’s that covered. So what now?

Right, well – and there’s definite sleeves rolling up going on here – thing is, since the Google buy-out, Jaiku has become ‘closed’ – aka ‘invitation only’.

Rubbish.

However another thing is – every user gets ten invites. EVERY user gets ten. If you’ve been there since the beginning or if you signed up an hour ago, ten invites is what you get.

So some clever chaps over at Weeno Media cracked onto this and thought that they’d play Google at their own game (remember Gmail invites folks?).

And their variant of this game? http://jaikuinvites.com.

What’s it for?

Well the clue is in the name. Jaiku Invites.

You need one? Let them know.

You got some to share? Let them know.

They do the hard part in the background and link up those that need them with those that have them spare.

Supply meets Demand. Magic.

Why the big fuss? Well this is kinda cool.

I’m using this space to tell you about this website because I want YOU to go and sign up for Jaiku RIGHT NOW.

Over the coming weeks I’m going to be going into what it is exactly I love about this service.

There are many, MANY reasons.

Is it the community? The threaded nature of conversation maybe?

What about the ‘presence’ enabled S60 application? Ahead of it’s time when it comes to true life-streaming.

Then there’s the different ways to contribute to the site itself, (text/app/web/m.web), every one of them having their own plus/minus points. They each deserve a mention too.

As I said at the beginning of this post, I’ve been trying to write a piece about my love affair with Jaiku for some time now.

Each time getting halfway through and realising I’ve gone completely off-piste and spend the next 15mins fighting my way back to the point, (see this post on my VOX for a perfect example).

So I’ve decided to break it up a bit. Consider it a bit like a book club.

I’ve told you about Jaiku, I’ve told you I love it, I’ve told you how to go and get it.

Next week I’ll tell you what is so bloody great about it… (if you haven’t worked it out already)

- – -

You can add Whatley as a friend by visiting him at http://whatleydude.jaiku.com — and you can get SMS Text News updates at http://smstextnews.jaiku.com.

It makes for very good reading and clearly outlines the one caveat that is currently preventing the mobile advertising boom that has been promised for the past seven years: Advertisers simply don’t have the money to buy mobile ads. Nate Elliott also goes onto theorise that interesting things may happen in 2009 and the real (European) breakthrough will come in 2010.

After spending a few days digesting, I have to say that it is one theory that I buy into… It’s nearly here and the recently announced Mobile Ad deals laid out in that piece show this. Combine that with the consistent month on month growth rate of companies like Blyk – who have bet the farm on this particular return of investment – and you can see that we’re almost at tipping point. But, again, as the article points out, we’ve been almost at tipping point for just shy of a decade.
By way of comparison, in the UK there’s a TV programme called Skins, (it’s young, a bit good, knows its audiences and once you’ve watched a few you’re hooked) and recently E4, the younger, digital sister channel of Channel 4, started airing Season 2.

This in itself is really no big deal. However the amount of cash spent on the blanket marketing is.

You can’t get away from it!

And not in a bad way either. The TV spots are stylised; hinting at character development and yet still keeping the dark, surreal undertone that flows throughout the show. The ‘skincasts’, Podcasts containing interviews with the cast members are there for you to download to your MP3 player of choice, the community is there.

One of the interesting side effects of the first season, and something the UK media like to jump when there’s a slow news day, is the amount of young teenagers throwing themed ‘skins parties’ and, if you’ve ever seen the show, they don’t leave much to the imagination.

The new campaigns around season 2 are aimed at these people. Tapping into this (youth) market, this mindset is a genius move that has (probably) done wonders for their ratings. And it’s not just TV ratings these days either. Other KPIs include web hits, unique visitors, content downloads, podcast listeners, community members etc… There’s a lot to be measured.

So what about Mobile? Is all the money in mobile ads? Probably not.

Is there money to be made from mobile ads? A little, although not the billions that everyone thinks. Not yet anyway. Not without some joined-up thinking around context vs content etc…

2yrs ago I was told “Content is King”, I said then what I still say now. Context is King. You can send me as much content as you like but if it doesn’t speak to me, I ain’t buying.

I digress.

Taking a look at the E4 mobile proposition.

Simple, optimised content which is easy to consume – Basic Mobile Web 101 (but I’ve talked about this before)

Taking a closer look – There are three tabs: Telly, Goss and… SKINS!

Brilliant – Not only that but you can watch a clip from Skins Episode 3 right now – one click away.

That’s great. Not just for the end-user experience but it speaks shedloads about the level of internal buy-in from all parties within the offices of E4.

Skins is clearly their “hero” show for this season and is one of the channel’s better IPs.

This is a fantastic example of a blanket marketing campaign.

Mobile advertising needs to adopt similar thinking. You can’t just throw something into the mobile web and just expect it to work. You need strategy and process. Without this mobile advertising will never be the goose that will lay the golden egg. But it could well be a part of a few select bronze egg laying battery chickens.

The point I’m trying to make with the Skins example is that agencies and big media brands are finally coming to realise the amount of potential that lies in digital media. Mobile is part (albeit a new part) of this space.

And it won’t be long until they catch on. It just needs someone, or something, to make that first leap into the unknown.