Wireless expert WDS is reporting that high failure rates in Android handsets are costing mobile network operators as much as $2 billion per year in dealing with repairs and returns. Reviewing the four leading mobile operating systems, its study found that Android-based devices seemed more prone to failure as 14% of technical support calls on Android were for hardware, versus 11% for Windows Phone, 7% for iOS and just 6% for BlackBerry OS.
Simplistically, Android handsets were twice as likely to suffer a hardware fault that an Apple or RIM device. The study suggests that cheaper hardware, software customisations and OS updates all contribute to the failure rate and in turn, the increased impact on the network operators to provide technical support and customer service. WDS analysed over 600,000 technical support calls from July 2010 to August 2011.
“One thing we must be absolutely clear on,” says Tim Deluca-Smith, Vice President of Marketing at WDS, “is that our analysis does not find any inherent fault with the Android platform. 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 added, “The Android customer experience differs enormously between devices and 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.”
If you are thinking about buying or upgrading your smartphone, you might want to bear this research in mind before you purchase.
The full WDS whitepaper can be downloaded from this page.