Disruptive Decency

Well, this turned out to be very much a different post than what I’d first thought.

Last Thursday, CIO published an article titled “Your Pebble smartwatch will live on when Pebble’s servers shut down” that had good news for owners of the Pebble smartwatch:

But now that Pebble has been acquired by Fitbit and is presumably nearing the end of its life, Pebble users fretted that their watches would cease to work once Pebble dies. That’s not the case.

Pebble just rolled out an iOS and Android update that frees its watches from cloud-based online servers. That means when Pebble goes offline, your watch will still work.

Coincidentally, this was one year to the day since I posted “Google’s Parent Company is Stirring Up a Hornet’s Nest”, which talked about Nest’s decision to brick the Revolv home automation hub rather than continue to support them. Fitbit’s decision was a refreshing departure from the attitude demonstrated by Nest (and lampooned by xkcd above). The punchline was going to be: basic human decency seems to be a disruptive tactic these days.

And then I launched Twitter Monday morning:

By this point, I would assume Sunday night’s, incident needs no explanation on my part. Details are still coming out, but regardless of what develops, United Airlines is the loser in this scenario. There’s an old saying is that there’s no such thing as bad publicity.

The old saying is wrong:

The tweet above has plenty of company in the twitterverse, none of it flattering to United or beneficial to its share price. Tweets like this haven’t helped:

The perception that sticks is that an older man, a doctor, was violently removed from a plane in order to allow United to get four of its flight crew to Louisville and United’s CEO is upset about having to “…re-accommodate these customers” (not exactly what’s said, but certainly what will be taken away from that garbled message). Additionally, the poor job done on that earlier message completely undercuts the perceived sincerity of the latter one:

Given United’s past problems with customer service, one might expect more effort would have been spent to prevent incidents like this and they would have been better prepared for dealing with the aftermath of something that did go badly.

Wrong on both counts.

An excerpt from a recent interview of Oscar Munoz (United’s CEO) on Business Insider makes the situation all the more egregious:

Here, in Chicago, it’s miserable because if you don’t leave by a certain time, you are just dead. “I’m going to get there and there are going to be a billion people and the damn TSA line.” By the time you get to sit on one of our seats you are just pissed at the world.

So how do we make all of that a little bit easier? This is the thing. You’ve got that broad issue of anger and anti-industry noise. We’ve lost the trust and respect of the broader public, and so every action we take, they don’t particularly like, they see it negatively. We have to work on that broad communication. I am going to do it at this airline and allow myself to differentiate in the flight-friendly mode so that people don’t immediately have that visceral reaction.

Dragging people off a flight (literally) probably doesn’t fit into the mold of a “flight-friendly mode”.

So I will return to my original punch line: basic human decency seems to be a disruptive tactic these days.

Nest and Revolv – Smart Devices, Not so Smart Moves

I’ve made another guest appearance on Architecture Corner. In episode 39, “New and Obsolete”, Greger Wikstrand, Casimir Artmann and I discuss product lifetimes and the Internet of Things.

How could Nest have better handled the end of life of the Revolv device?

Google’s Parent Company is Stirring Up a Hornet’s Nest

On May 15th, my house will stop working. My landscape lighting will stop turning on and off, my security lights will stop reacting to motion, and my home made vacation burglar deterrent will stop working. This is a conscious intentional decision by Google/Nest.

To be clear, they are not simply ceasing to support the product, rather they are advising customers that on May 15th a container of hummus will actually be infinitely more useful than the Revolv hub.

Google is intentionally bricking hardware that I own.

Google, even before it morphed into Alphabet, has a long history of killing of products. While this is annoying when the product is a free online service (yes, I still miss Reader), the impending demise of the Revolv home automation hub raises some interesting questions. Arlo Gilbert, CEO of Televera (which produces medical monitoring software), asked in the Medium article referenced above:

Which hardware will Google choose to intentionally brick next? If they stop supporting Android will they decide that the day after the last warranty expires that your phone will go dark? Is your Nexus device safe? What about your Nest fire/smoke alarm? What about your Dropcam? What about your Chromecast device? Will Google/Nest endanger your family at some point?
All of those devices have software and hardware that are inextricably linked. When does an expired warranty become a right to disable core device functionality?

According to an article on Business Insider, Nest bought Revolv a few months after being purchased by Google. Since the purchase was aimed at acquiring Revolv’s talent, Nest quit selling the $300 Revolv devices, but they did continue to support them. That, however, will end on May 15th according to a recent announcement.

Google’s choice “…to intentionally brick…” this product is important for several reasons. There may be some legal ramifications (as reported in Business Insider, the devices were advertised with a “lifetime subscription”). Gilbert’s question about what happens to the devices he listed should make people (consumers and producers) think.

I agree with Christina Warren’s assertion in her post on Mashable that it’s unrealistic to expect companies to support products forever, particularly where the hardware and its supporting software services have become very tightly coupled. However, producers need to consider the cost to their reputation/good will when they take actions like this. One option floated on Vox:

Of course, it might be a waste of resources for Nest to support a product that only a small number of people are using. But if there aren’t many users left, that means it wouldn’t cost Nest very much to compensate the few remaining users — either by refunding the purchase price or offering to send users a similar product. Instead, Nest appears to be simply leaving them out of luck.

Generating fear, uncertainty, and doubt (FUD) is an ethically questionable tactic when applied to your competitors’ products. When you generate FUD about your own products, then it’s your judgement that comes into question. One way to throw cold water on the excitement around the Internet of Things (IOT) is to unintentionally or cavalierly create that doubt in the minds of consumers. When you’re working on a really big IOT product, something like an autonomous car, do you really want people questioning your commitment to standing behind your products?