Because when you iterate on an existing product and you try to do something new you will always have people complaining about the new system and want the old system back, no matter how good the new one is. Some of them will be more vocal than others.
They need a turn around because they feel it won't last and for good reasons. Market penetration in mobile phones is very low and some believe this is where the future is.
You don't start asking questions and changing strategies when everything is bad, otherwise you'll end up like Blackberry. The latter has no debt at all and $2 billion in the bank and everybody think they're dead. It won't be long till everybody thinks the same for Microsoft if they carry on like this.
Highly qualified engineer working for the government on a highly sophisticated data-mining system ? Please don't be so naive or at least make a better attempt at finding an excuse.