Android repairs cost telcos $2b a year

Dylan Bushell-Embling
04 Nov 2011

Android device returns and repairs are costing the world's operators up to $2 billion per year, new research claims.

A report from UK-based wireless managed services firm WDS indicates that Android handsets are more likely to suffer hardware failures than the other major platforms.

An analysis of support calls fielded by WDS teams indicates that twice as many technical support calls from Android devices related to hardware issues than calls from iPhone users - at 14% to 7%.

This also compares to 11% of calls from Windows Phone and 6% for BlackBerry OS.

WDS VP of marketing Tim Deluca-Smith blames the higher propensity for Android hardware failure partly on fragmentation and the emergence of the low-cost smartphone segment.

“Our analysis does not find any inherent fault with the Android platform,” he said. “Its openness has enabled the ecosystem to grow to a phenomenal size, at a phenomenal rate - and it’s this success that is proving challenging.”

He said operators need to rethink their approach when offering Android devices.

“Many operators are treating Android as a standard implementation with a consistent customer experience. This of course isn’t the case.

“This means that the way in which Android devices are retailed and supported must consider factors such as the hardware build and quality of components.”

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