Study Shows Android Phones to be the Leader in Faulty Smartphones

In a not so surprising turn of events, a study by WDS done over the course of a year based on technical support calls has determined that of all major smartphones , Android is the one most likely to have some type of hardware malfunction. The study examined 600,000 calls and 14% of them were for faulty hardware in Android devices, 9% were for Windows Phone 7, 8% for iPhone, and 3.7% for Blackberry.

WDS feels that the reasoning behind the hardware issues in Androind devices is its’ open source license. Where other OS’s have some kind of control over their hardware, Apple and RIM are in charge of their own hardware and Windows Phone 7 requires that hardware meet certain specification while Android can be put on any device. The findings, says WDS, highlight the need for mobile operators to choose carefully when ranging Android product and consider the Total Cost of Ownership, including support and potential reverse logistics costs, and not just the unit price of the device.

Android has been a runaway success and has been instrumental in bringing smartphone technology to the mass-market. Its open nature, coupled with the greater availability of hardware components and a reduction in manufacturing costs has seen some manufacturers bring the price-point of Android smartphones down below US$100,” explains Craig Rich, Chief Marketing Officer at WDS. “However, the Android ecosystem is not without its faults. Many of the factors that have led to Android’s success are driving varying levels of hardware quality into the market, in turn delivering an inconsistent customer
experience.”

Rich goes on to say that the providers need to weigh their options better, stating “A $100 smartphone might not look so attractive if it drives x3 more support traffic over its lifetime, has an above-average return rate or damages the customer experience in a way that increases the likelihood of the consumer churning”

Source: WDS; via The Sacramento Bee