by [TC]²
A monthly column of technology rambling, rumination and reality
By: Jud Early, Corporate Vice President, Research, [TC]²
May 2004 Edition
Beware The Free Phone
Once in a while something comes along that exceeds your expectation. A case in point is the Sony Ericsson Multi-band GSM phone. As an established customer of AT&T, when I needed to purchase a new phone, I researched the possibility of using a single phone in the United States, as well as when traveling abroad. So, a year and a half ago, as I was planning a trip through Europe, I purchased one of these jewels, and with three different GSM bands, had a phone that would work in Europe, Asia-Pacific, Africa, and the Middle East. The cost was nominal, and an optional camera was offered “free”, which I declined because free means something different to AT&T. I was not interested in another component to carry on trips, and I have a camera, thank you.
Coverage in the US was a bit more limited, but in the past eighteen months much more of the GSM network has been completed, and although there are a few dead areas, for most of the travel that I do, the phone has served well.
Travel in Europe exceeded my expectation. In France , Germany , Belgium , England , the phone was able to receive calls on my normal cell number and I was able to place calls to points in Europe and back home without difficulty. One night, after traveling by TGV to central France , I was in a hotel that did not have phone service in the evening, and the phones did not have a modular plug to allow connecting by computer. The GSM phone allowed me to call home and check on my sweetheart, and provided a comforting link. Preparing for a trip to the Far East in June/July, I am looking forward to the service that this small device provides. Short text messages were also received from time to time, and allowed changes in train schedule to be handled easily. Even with much higher rates per minute, having my own phone, with my usual cell number is less costly than a rental phone.
You must be wondering why the lead word of this story is “beware”. It is not the Sony Ericsson GSM phone to which my warning is directed.
Several weeks ago, I received a card in the mail that told of a generous gift from AT&T and Sony Ericsson. That gift was a new GSM phone that would be sent to me soon. No reply was required; the phone would soon be on its way. To learn more, visit a web site that was noted on the card. I visited the site and learned that indeed, a new phone would be sent, no strings attached. A feeling of warmth built inside me as I savored the joy of being a treasured customer. A day or so later, the warm glow was replaced by a nagging suspicion. This was the same company that had offered the “free” camera attachment. The web site even said that all accessories would work with the new phone! But, something told me to do the research. I tried to call the number that was provided, but it was populated with a voice attached to a file somewhere, and no live person could be found, despite the pressing of numerous levels of menu buttons to burrow deeper into the phone number that was to provide information. With no human to speak with, the information was just what they wanted me to hear. No possibility of asking a question that might crack open the secret of why the new phone would soon arrive. I did find one thing worthy of note, the battery type was different. Would it be better or worse than the present phone? I have been quite happy with battery life, with several days stand-by power, and if used often, less stand-by but still enough to go a couple or three days before having to find an outlet to boost power in the fast charging little battery. Oh, well, we'd see just how much better it would be. At this point, I still had not discovered the real secret to the gift. That nagging thought just wouldn't leave me. I know they love me, but why would they replace a perfectly good phone with a new one?
Dark thought crossed my mind. Or, what was left of it, because I began to wonder if the reason they wanted the phone back was that it worked TOO GOOD, and maybe was beginning to fry my brain, and those of countless thousands of others. No, we would have heard about that. Even AT&T would not be able to keep that kind of bad news under cover.
The box came. Delivered by courier, it was a small carton. In it was a shiny new phone. It also had a new charger, and a new ear bud. Even some extra foam covers for the ear bud. What generous people! The warmth returned. In the carton were instructions on how to change the SIM card from the old to the new phone, and how to return it to an address that was furnished pre-paid.
Sizing up the two phones, side by side the new one was slightly longer than the old one. Since I had taken to carrying it in my shirt pocket, I was not keen on having more bulk, but, hey, it was FREE! Being the slow, plodding conservative that I am, I decided to read the manual. I wanted to be able to wring the maximum satisfaction from the new phone. It would be even better than the old one! Wow!
The engineer in me caused me to turn to the specification page first. I knew how to dial, I wanted to see just how much horsepower this new toy would have, and would I have bragging rights on any key measure that was defined in the specs? As my eyes found the line that talked about the frequency bands available, only two were listed. Hummm, now that's odd. I hadn't heard about any regions of the world changing to a different frequency for their phones. Besides, who would want to? Finding another reference in the documents that came with the phone, my feelings of warmth toward the provider turned instead to anger. In text extolling the features of the new phone it said in no uncertain terms that I would be able to use the phone extensively on the digital GSM network anywhere it existed in the United States . Most who read that passage would have thoughts about the new generation of phone, and how the network was being built out to reach to even remote locations. For me, it read: NOT USABLE ANYWHERE EXCEPT THE UNITED STATES.
The bubble was burst. Alternating being mad at myself for almost being duped, and being mad at the provider who came bearing “gifts”, I was grateful for my slow plodding conservatism, and that it had saved me from sending in a perfectly capable phone to be replaced with one that was imperfectly incapable.
Time has passed. The new phone is in the carton that it came in. The old phone is in my pocket as I type this story. It works as well as always, sometimes it seems to be better than ever. Small size, good battery life, and three bands. It meets my needs. The big question is this: will I still be able to use the phone internationally? I'm sure that it will find the GSM networks in countries where I travel, just as it did before. Will AT&T still offer international roaming through roaming agreements with other networks as before? According to the web site, they will. However, there is a class of international service that they have closed to new business. Should I go to the local phone store and ask critical questions where I can see into the eyes and soul of the sales associate? Probably a lost cause. Is there a live person out there who knows? If so, they do not make it easy to ask. Just minutes ago, I tried the web site once more, and although the browser dutifully reported “done” the displayed page was blank. That must be what they hoped my mind would be as I would have blindly exchanged the old for the new phone.
Sitting here now, I wonder if the phone police will soon rap on my door, cart me off to the station to explain why I didn't return the phone. Well, I'm just going to take my chances. If I never get to use the shiny new phone, it will make a good conversation piece. Beware the free phone.
Enterprise Competitiveness Council
American Apparel and Footwear Association's ECC met last week in Puerto Rico. For the past year, leadership of the Technical Advisory Committee, and the Sewn Products Research Council have been developing new by-laws that provide for the merger of the two committees. I feel this is a positive move, although as a past chairman of the Apparel Research Committee, which later became the SPRC, there is a sense of identity loss even though the gain of a number of great members from the TAC adds depth and experience to the group. Also at that meeting, the Apparel Quality Committee was invited to merge with the ECC. Adding that dimension to the council brings additional perspective.
The immediate task at hand is the presentation of the Pre-Show Conference at Material World in Miami on Monday, May 17 th . A welcome luncheon provides the start of what promises to be a very informative program. Runs from 11:30am until 4:00 pm. Don't miss it.
The next event will be a conference for which planning has already begun. With selection of topics, and the formation of task groups to accomplish the conference line-up, the relevance for today's global trade should provide a large draw. Keep tuned for dates and locations…
And at SPESA Expo, I'll be presenting some thoughts on Digital Printing on Tuesday, May 18 at 10:00 am. Hope to see many of our readers there, and will report in the next newsletter some of the feedback and findings from the seminars.
For more information on this triennial event, visit any of the three web sites: