Toshiba Confirms FREE WM2003SE Update for U.S. Market

[Pat Logsdon]

<div class='os_post_top_link'><a href='http://www.brighthand.com/article/Toshiba_USA_Confirms_WinMobile_SE_Updates?site=PPC' target='_blank'>http://www.brighthand.com/article/T...pdates?site=PPC</a><br /><br /></div><img src="http://www.pocketpcthoughts.com/images/web/2003/logsdon_20040409_e405.jpg" />Brighthand reports that "Toshiba has officially stated that it will release in the U.S. free Windows Mobile 2003 Second Edition updates for its current models. <br /><br />On the day Microsoft unveiled Windows Mobile SE, a French web site was told by Toshiba that it would soon release free operating system updates for its current line of Pocket PCs. However, until now, there has been no confirmation of this from Toshiba here in the U.S. <br /><br />A company spokesperson has sent the following message to Brighthand: <br />The updates will be free and available on Toshiba's website at <a href="www.toshiba.com">www.toshiba.com</a>. I'm not sure of the timing yet, but a notice should be posted on the website explaining more soon."<br /><br />This certainly makes sense for Toshiba from a marketing perspective - their current devices support VGA, as does WM2003 SE. I imagine that this will make e405 and e805 users very happy, while all other Toshiba users will continue to be left in the cold. Does this official word make it more likely that your next Pocket PC will be from Toshiba, or is this a case of "burned once - shame on you, burned twice, shame on me"?

[Howard2k]

Great news. Come on HP

[HTK]

If this report was posted at toshiba´s site, I would be buying a e805 right now, but i´m not 100% sure that it is official so I´ll wait a little longer

[JonnoB]

If true, it starts the process for redemption from Toshiba. Perhaps they learned their lesson.

[DanNotDan]

This is a tremendous improvement in their support. If they keep doing this sort of thing they should be off my blacklist by the time I replace the iPAQ 2215. I won't necessarily buy from them but I won't avoid them either.

[portnoy]

I doubt it, I for one am about totally chilled from my Toshiba experience. To the point of permanently burning a message into my brain to avoid all future Toshiba products. From the deranged answers I get from their supposed "Toshiba PDA Support" to the refusal of their Customer Relations person Heather (at (949) 583-3301 if anyone else wants to be avoided by her) to even return my calls, even after promising to do "whatever it takes to make things right!". Yeah, five months later and half a dozen unreturned calls and what I have I got? Squat! Unless hearing her voice on her voicemail is something, cause that's all I get.

[jmbneaf]

This is a tremendous improvement in their support. If they keep doing this sort of thing they should be off my blacklist by the time I replace the iPAQ 2215. I won't necessarily buy from them but I won't avoid them either.
Don't bet the farm on this one. As a former e740 owner, I wouldn't consider this UNLESS the e750/e755's get the WM2003 SE ROM upgrade as well.

If these devices don't get it - then Toshiba is still at its game of "only updating the current model" - a trend that has KEPT me from buying an e805.

-JB

[JackTheTripper]

I still have my e310 and am a little pissed still. I'm one of the few that actually likes the boxy shape. **GASP** But I'll probably end up going with another maker.

[Kevin C. Tofel]

My e805 is my first Tosh purchase. I overlooked the valid horror stories regarding customer service and lack of upgrades simply because the e805's great specs outweighed those issues. I've owned a PPC since January, 2000 and have never used any customer service so that simply wasn't an issue (knock on wood!). As far as upgrades go: I knew up front that it's up to each OEM to provide it or not. I don't buy my devices for an OS that isn't available yet. Do I look for enough flashable ROM in case there will be an upgrade? Certainly! But I also know that there are no guarantees and that I'm buying my device to use based on my needs today....

I do hope that Toshiba is true to it's word in the Brighthand story and that I get an upgrade to WM2k3SE. Will I bash Toshiba if I don't....no.....my e805 will still do what I need when I bought it. I can still take advantage of the VGA screen with third party apps like MyVGA or ResFix, so I've got a leg up to begin with.

KCT

[The PocketTV Team]

> Brighthand reports that "Toshiba has officially stated that it will release in the U.S. free Windows Mobile 2003 Second Edition updates for its current models.

Source ? (I mean URL to Toshiba statement ? - not hearsay from Brighthand)

They might do it for the e800 series, but I'd be surprised they upgrade other models to WM2003-SE.

We'll see...

[dorelse]

I wasn't burned by them, but it'll take another upgrade (even if they charge a reasonable fee for it), then I'll consider Toshiba again, not now...not yet, don't trust'em yet.

[Gremmie]

I would posit that Toshiba is doing steady and free upgrades (possibly) because they are happy with this line of PDA's. Remember, Toshiba is still new to the PDA market and have been through 2 body styles (not counting this one). Why offer upgrades to a PDA you aren't wanting to support in the long run? It behooves companies to find a body style and to continue it's series, or, like in the case of HP, carry a variety of series, each with their own benefit, and continues it's production. I believe Toshiba found a body style that they will be happy to continue with in a series because it allows for upgrades within the body style and therefore, it will be beneficial to offer better support. (By support, I mean OS upgrades, I am not quick to criticize over-the-phone support. Those people are contracted out and there is a lag of how much support can be improved)

[Len Egan]

I too was a bit cautious about leaving HP and buying the E-805. However, I bought it because it has a great set of features that fit my needs. While I am as happy as the next guy to be getting the update, with or without it the device will continue to meet my needs.

We all get so worked up about the updates and the cost of them. Are they available for my model or not? But the fact of the matter is unless we buy a new device every 6 months or so, we will NEVER have the most current features. They just change so fast. If your OEM doesn't offer SE then buy a new device that has SE if you really feel that you need it. My E-805 isn't gonna do any more or any less for me after the update. I might get better VGA support and landscape on the fly, but My VGA does that anyhow.

I guess my point is this: Toshiba may not have as good support as HP, but buy the device that fits your needs NOW. Don't worry about what is coming next. When the device nolonger does what you need it to do, look to buy a new one.

[The Spectre]

No chance this will make uu for the way I was treated as an ex-e310/e740 user by Toshiba! Not only will I not use another PDA from them I sold my damn Satillite Laptop and did not even consider Toshiba as a replacement. They want my business again its going to take a serious commitment to customer service and giving people who bought a $600.00 PDA "free" upgrade to a minimal OS update is not even close.

Sorry, shame me once shame on you shame me twice...Well, I'm not giving you a chance!

[arnage2]

i love my e805, but vga doesnt work too well with wmp. The 2k3se will certainly help me out, and free is always good.

[Fishie]

Got burned before, didnt care enough to let it stop me from buying the damn best PDA I ever owned and now im getting a free upgrade as well= me happy.

[rip]

Great news. Come on HP

unfortunately HP has done a Toshiba and will not be doing any sort of upgrade for present owners of win 2003 devices...booo HP for pulling a Toshiba on us...now do we all run out and buy a Toshiba? Is this the great plan of the manufacturers now...run them around? 0X

[Gremmie]

I still think too many people assume that every PDA owner is like people at PPCT. A lot of people probably never even know about OS upgrades, and even if they did, they wouldn't spend money on it. If they didn't charge, then the OEMs would lose money. I don't think upgrades are important to many consumers and OEMs don't view OS upgrades as critical.

[JonnoB]

I still think too many people assume that every PDA owner is like people at PPCT. A lot of people probably never even know about OS upgrades, and even if they did, they wouldn't spend money on it. If they didn't charge, then the OEMs would lose money. I don't think upgrades are important to many consumers and OEMs don't view OS upgrades as critical.

Everything you say is true however, we at PPCT are likely to be influential to a much larger audience through our recommendations - we are after all, the experts among our friends and peers usually.

[portnoy]

This is a tremendous improvement in their support. If they keep doing this sort of thing they should be off my blacklist by the time I replace the iPAQ 2215. I won't necessarily buy from them but I won't avoid them either.
Don't bet the farm on this one. As a former e740 owner, I wouldn't consider this UNLESS the e750/e755's get the WM2003 SE ROM upgrade as well.

If these devices don't get it - then Toshiba is still at its game of "only updating the current model" - a trend that has KEPT me from buying an e805.

-JB

They won't even release the euu4 update that was handed to them for this purpose! What would that have cost them, squat? It would have been the absolete they could do and that apparently is too much trouble.

If anyone wants to call Heather at Toshiba Customer Relations and ask about that her number is (949) 583-3301. She won't return my calls.

[Gremmie]

Everything you say is true however, we at PPCT are likely to be influential to a much larger audience through our recommendations - we are after all, the experts among our friends and peers usually.

I agree that when Toshiba or Dell doesn't release upgrades, that those who are against it will tell their friends and family who start looking for a PDA. The only thing is, I have never seen a drop in OEM sales after they make such a move. So while I believe PPCT members tell their friends, the community is not large enough in relation to the PDA market to make a shift in market share.

That being said, the dissemination of negative information will only grow expodentially if the company sustains said policies. But I believe the initial actions by Toshiba is only for quality control.

[jkendrick]

The updates are said to be for the e800 and e400 series. I will be surprised if the e750 gets the update since it's not the current model. I don't recall any OEM stating in their literature that upgrades will be provided so the truth is they can do whatever they want (or not). PPCs are not handled like computers by the OEMs because the price range puts it more in the category of consumer electronics.

They just aren't set up for nor used to providing firmware or software updates for their products.

I'm confident the e800 will get the update soon.

[Len Egan]

It's funny what people focus on. One would think that the E-805ers would rather the device have built-in bluetooth than the update, but people always want that which is new. Regardless if they need it or not.

[jkendrick]

I have built-in WiFi and BT via a CF card. My e805 is perfect right now for me and in fact like many e800 owners am trying to determine if I even want the SE update. It is going to cost us a lot of screen real estate that many do not want to sacrifice.

[Brad Adrian]

You know, all of these comments make a point that, for some reason, I think the manufacturers just don't get. They're smart enough to know that they dissed a lot of people in the past and they're smart enough to know that it's easier to retain one customer than to win over a new one. And, they're smart enough to know that it is VERY hard to win back a disappointed customer.

But, I wish the people at Toshiba would read this thread and get a better understanding for just how much their reputation has been damaged. Most of you readers are saying that Toshiba will have to practically walk on water before you'll trust them (a.k.a. "buy from them") again.

What would you say? It takes 20 good deeds to make up for one misdeed?

[jkendrick]

I have to say that I am on my third Toshiba with the e805 I use now. I have experienced nothing short of exemplary customer service from Toshiba. Every time I have called them for support I have gotten a knowledgable technician within 5 minutes and they have been able to help me immediately.

When they had their extended battery recall for the e755 I called them as instructed even though my battery exhibited no problems. They FedExed me a new battery the next day and I got to keep the old one. To me that is great customer service. I separate upgrades from customer service with every OEM because in the PPC world they are two distinctly separate things.

Your PPC that is working well today still works well the day after a new OS upgrade is announced. To say that failure to provide an OS upgrade is poor customer service is not realistic for any OEM in my book.

A lot of people were irate when Toshiba didn't offer an upgrade to e740 owners and while I wasn't happy either it wasn't the end of the world. I eventually upgraded to the e755 when I decided I wanted WM2003. What everyone overlooks is that even though the e740 and e755 looked identical the e740 used a different BIOS which undoubtedly entered into Toshiba's decision at that time to not upgrade the e740. Not an excuse here but a likely factor.

There are far more Toshiba owners who are happy than former Toshiba owners who are not. You can probably say the same for owners of other OEM's devices.

[Gremmie]

You know, all of these comments make a point that, for some reason, I think the manufacturers just don't get. They're smart enough to know that they dissed a lot of people in the past and they're smart enough to know that it's easier to retain one customer than to win over a new one. And, they're smart enough to know that it is VERY hard to win back a disappointed customer.

But, I wish the people at Toshiba would read this thread and get a better understanding for just how much their reputation has been damaged. Most of you readers are saying that Toshiba will have to practically walk on water before you'll trust them (a.k.a. "buy from them") again.

What would you say? It takes 20 good deeds to make up for one misdeed?

There is positive and negative recourse for every decision. Like I've said before, there has never been any real macro-measurable impact on Toshiba's PDA market share via their OS upgrade decision. First, not many PDA owners would even notice an OS upgrade, let alone pay for it. Secondly, upgrades are a source of quality control. That is, I think Toshiba will be upgrading the e800/e400 series because it's their chosen series as they dropped the Maestro and e700/e300 series.

I don't think OS upgrades are akin to flashable ROM technology, I believe that OS upgrades shows how the OEM supports a certain series, not their PDAs in general. Such a theory allows for contradictions in past OS upgrades (i.e., HP supporting OS upgrades on certain current models but not on other certain current models.)

[Kiki]

I'm happy I'll be getting SE for my e805, but I never felt entitled to it. People are confusing warranty service with bonuses offered by the manufacturer. No one is entitled to an OS update. All this Toshiba bashing is baseless. Buy some new hardware instead of complaining. Don't buy a Toshiba if you don't want to, but you won't own the best hardware then either. IMO, the e755/e805 was/is the best for its time. I couldn't be happier and I'm sure my e805 will contiue to please until my OQO arrives on my doorstep.

Toshiba is great!!

[whydidnt]

Regarding my purchase patterns - I would say that the lack of previous upgrades from Toshiba is a factor, but not the only factor. If they offer enough other features at the right price I would consider purchasing a Toshiba, and the announcement of WM2003SE upgrade for the 805 has me thinking...

One thing to keep in mind is that these PDA's have a fairly small profit margin. The cost to test, supply and support an upgrade could very well eat that margin away. Compaq/HP has always had a large user base of their iPaq's, so it probably made financial sense to offer an upgrade. I'm not sure we can say the same about any of Toshiba's offering's to-date.