Misunderstood Phones Costs Industry US$4.5 Billion
Published on: 18th Jul 2006
Note -- this news article is more than a year old.
A new report from WDSGlobal has revealed that 63 of mobile devices returned as faulty are in perfect working order This No Fault Found NFF returns rate exceeds the industry average for general consumer electronic devices by 13 and is costing the mobile industry US 4 5 billion globally These findings drawn from 15 000 monthly post sales support calls taken on behalf of a major UK retailer are directly attributable to the generally poor user experience met by mobile subscribers when first using a mobile phone
Closer examination of the 'No Fault Found' returns calls revealed that 38% were from users abandoning devices after struggling to use a specific application, 13% were based upon mis-sold devices, where users claim that the device did not fulfil the purpose for which it was sold, and 49% were from users who diagnosed lack of service pre-configuration as a device fault.
With each device returned costing operators, manufacturers and retailers in the order of