Android Device Returns Cost Operators $2 Billion Per Year

http://www.wds.co/docs/controlling-the-android.pdf

The return and repair of Android smartphone devices is costing mobile operators as much as $2 billion per year as they try to evolve their customer service strategies to keep pace with the rapidly growing ecosystem, says WDS. 


The study analyzed over 600,000 technical support calls that the WDS teams around the world have handled in the last 12 months.


The study finds that fragmentation has led to a higher than average propensity for hardware failure on Android-based devices: 14 percent of technical support calls on Android relate to hardware, versus 11 percent for Windows Phone, seven percent for iOS and six percent for BlackBerry. Android Device Returns Cost Operators $2 Billion Per Year