Jon Greaves: Service Science, Gadgets and BBQ (not necessarily in that order...)

I’ve run into an interesting problem. My car has an integrated navigation system that supports a lot of cool tricks. DVD Navigation, infrared beaming, web browser (allows you to put HTML on a DVD and view in car – have no idea why I would do this) and best of all Bluetooth. I’ve recently upgraded my phone to a Treo650 that in theory should allow me to take calls via the cars built in audio system. The only Bluetooth device I have used before was a Motorola headset which I just could not live without. It took a little getting used to and the strange stares from people who think I’m walking around talking to myself since there are no cables and the device clips on my ear. This was very easy to hookup, pair and go. So onward with the car setup. The first issue I find is I can not pair the phone with the car no matter what I try. A friend has an Acura which paired first time. So I find a patch for the phone which is supposed to improve car support (here is me thinking Bluetooth is Bluetooth, so long as we all talk the same version life would be good). I still can not pair the phone. Now comes the interesting part, I call up the dealer and ask if there is an upgrade for the navigation system to allow it to work with Bluetooth. After speaking to what seems like 20 different people I find a tech who gets what I am trying to do. He says I should check an online forum, so I log in and find many folks having the same issue I am, lots of frustrated consumers. Rumor has it there is a patch available because the newer version of my car now works. I call back to the dealer and ask them when I can find the patch and how do I install it. No one seems to know. I call Bose up (who makes the system) and finally find a human who tells me that I have a fault and need to replace the head unit (a little extreme to do what I think is a firmware upgrade). Looks like the car builder and audio builder never thought through the patch distribution channel or a way to communicate the patches availability to the dealer which leaves me as a consumer stranded. So I’m at the mercy of PalmOne who are trying to develop a work around for the phone. This turns into a missed opportunity to build a relationship with a consumer which could of lead to an upsell for other services e.g. I’m on the verge of subscribing to satellite radio and I have on-star with no active subscription. What seems like a simple service like patch management could have resulted into renewing my relationship with the car builder. Patch management is much more than delivering bits…