They have good hardware, but their software is—or, at least, feels—unreliable. With so many digital interactions virtually expecting to be done from a mobile device these days, the last thing I want is for the phone to glitch and give up on me when I need it. Yes, customization is nice, but these days I value reliability much more than that, even more than performance in some respects. Unfortunately, that mostly leaves Samsung and Apple as options for "reliable" software...