Broken phones and faulty users

15 Aug 2006
00:00
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More evidence that mobile handset makers aren't keeping it simple enough for the end-users: the majority of mobile devices that customers return as faulty are in fact in perfect working order.
That's according to a report from WDS Global, which found that 63% of mobiles that users claim are defective actually work fine. For 38% of users who returned 'faulty' phones, the culprit was one app that proved too difficult to use.
Not only is the 'no fault found' return rate for handsets 13% higher than the industry average, it's also costing the mobile industry $4.5 billion a year globally, reports Cellular News.
'The industry needs to look at the causes behind this trend and take positive action to improve the general out-of-box experience for the mobile subscriber,' says WDS Global head of communications Doug Overton. 'A simple analysis of support call trends and records provides all the necessary intelligence to work upon.'

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