An Open Letter to Apple, Verizon, and Sprint.

I am amazed at a missed opportunity from three major corporations whose continued health and survival depends on their ability to attract and keep loyal customers. On a few rare occasions I find myself, a small-business owner, ready and willing to invest money on technology that will streamline my operations, and yet somehow unable to find anyone willing to conduct business with me.

In this instance I'm talking about telecommunications, specifically my wireless phone service.

I am desperate to find a means to leave my current wireless phone provider, T-Mobile. I've been disgusted with substandard service, patchy coverage and constant billing errors. Two things hold me hostage: the hassle of changing my phone number (soon to be rectified with the upcoming phone number portability) and the need to be able to synchronize my contact data across my computing infrastructure.

Apple has unveiled a wonderful technology called "iSync" that motivated me last year to invest over $500 in compatible phone equipment and maintain their rather expensive ".Mac" service. (.Mac allows me to synchronize contact/scheduling info across my various computers.) In my mind this money is a good investment because I do not have the time to manually program all my phone numbers into every new cell phone (and computer) I get. Currently a majority of the iSync compatible phones use the GSM network, which is used by T-Mobile.

In my attempt to find an alternate carrier (my two desired choices being Sprint PCS or Verizon Wireless) I've discovered nothing be dead ends. Apple's iSync web pages list a number of compatible phone models that use TDMA or CDMA (non-GSM) networks. They also list Verizon and Sprint as compatible carriers, but upon following the links to Verizon's and Sprint's web sites, they don't list ANY of the supposedly compatible phone models. I don't know if some of these models are considered outdated or what, but I have yet to find a single viable solution!

Sprint was once supposed to carry the upcoming Sony Errickson T608 handset, which would have functioned perfectly with iSync, but it appears that the deal between Sony Errickson and Sprint fell through. (There's been a tremendous grassroots effort from customers petitioning the return of this phone. The future is uncertain, but it always amazes me when people scream "We want to give you our money!" and companies are deaf.)

What is missing is any level of cooperation between Apple and two potential business partners: Sprint and Verizon. It would take an unbelievably minimal amount of cooperation, effort and expense to strengthen ties between these companies and create a solution that would attract new customers to all. Here are my suggestions:

Apple initiates talks with these (and other) carriers. They expand their efforts to provide iSync compatibility to at least one iSync-compatible headset per major carrier. This shouldn't be too extreme of an engineering effort. If nothing else, Apple could identify a third-party software firm willing to develop the iSync drivers and share the development costs with the telecommunications companies and the handset manufacturers.
Sprint and Verizon actually dedicate a single web page on their sites to "the Apple connection" that tells potential customers which handsets will work with the Apple platform. If this means allowing limited availability of an otherwise discontinued handset, this should be easy enough. In effect SOMEONE should provide a web page stating "If you are a Mac user and want an iSync solution, here is our offering."
Apple & Partners could create a small advertising effort directed at Macintosh magazines, trade shows, etc. showing these solutions. I'm willing to bet their new customers would represent an easy return-on-investment. All players involved understand that finding "switchers" willing to move to their platform/service is the #1 most important goal.

Furthermore, Apple has an ace up its sleeve: Steve Jobs. This is a man legendary in his ability to call up the Big Players in other industries and get things moving. I think Steve should be able to make a few well-placed phone calls and get the ball rolling.

Until then, I can only hope and pray that Sprint will eventually offer that Sony Errickson T608 handset so I can finally leave T-Mobile.

Murray Todd Williams

Page last modified 10/30/2003 10:52