July 18, 2006
Misunderstood Phones Costs Industry US$4.5 Billion
Cellular News reports that a new report from WDS Global 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.
Closer examination of the 'No Fault Found' returns calls revealed that 38% were from users abandoning devices after struggling to use a specific application".
"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; a simple analysis of support call trends and records provides all the necessary intelligence to work upon", said Doug Overton, Head of Communications for WDS Global.
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