Six weeks after the original launch date, over five weeks after it was pulled back, Microsoft finally re-released Windows 10 version 1809 and Windows Server 2019 yesterday. Here’s a quote from the Windows Experience blog and John Cable, Microsoft’s Director of Program Management, Windows Servicing and Delivery:
In early October, we paused the rollout of the Windows 10 October 2018 Update as we investigated isolated reports of users missing files after updating. We take any case of data loss seriously, and as I noted on October 9, we have thoroughly investigated and resolved all related issues.
I was really disappointed about the wording of the announcement. Instead of offering a sincere apology to affected Windows users, John Cable continues to downplay this cock-up in same way that Microsoft, its Windows and Windows Insider teams have been doing since 1809 was withdrawn on October 5. It’s as if Microsoft wants to tell that they deserve users’ thanks for taking such good care of them! The Windows Insider team has cleaned up its social media accounts, and has removed all mentions of version 1809 between October 2nd and November 13, as I explained yesterday.
This same downplaying is evident in another blog post, pre-scheduled to be posted at the same time as the aforementioned official accouncement. It’s from Michael Fortin, Microsoft’s Corporate Vice President for Windows. In it, he says:
Today we are re-releasing the October 2018 Update after pausing to investigate a small but serious issue. This is the first time in Windows 10’s “Windows as a Service” history that we have taken such an action, and as such it has naturally led to questions about the work we do to test and validate Windows quality before we begin rolling it out broadly.
Michael Fortin’s post goes to great lengths to show how seriously user feedback is taken, and how only a fraction of users are reporting issues. OK, I admit, this graph looks quite nice:
However, statistics can be read in many ways as Rafael Rivera pointed out on Twitter:
Declining Customer Incident Rate
Declining Customer Confidence In Customer Support
Declining Discoverability Of Support Options Due To Annoying Virtual Agent
Data is hard. pic.twitter.com/yWYKYcgrix
— Rafael Rivera (@WithinRafael) November 13, 2018
A sincere, public apology had been and remains what Windows 10 users expect. Only time will tell how negatively the downplaying attitude from Microsoft, and its Windows and Insider teams affects public perception of Windows 10. My take? This can’t be good for Windows’ reputation, appreciation or long-term survival.
Author: Kari Finn
A former Windows Insider MVP, Kari started in computing in the mid 80’s writing code for VAX / VMS systems. Since then, he’s worked in a variety of IT positions. He specializes in Windows image capture, customization, repair and deployment as well as Hyper-V virtualization. Kari is a proud Team Member at number #1 Windows site TenForums.com.