Wireless Dat Service (WDS) released a study that found Android devices costing wireless carriers billions in repairs 'as they try to evolve their customer service strategies to keep pace with the rapidly growing ecosystem.' WDS teams around the world conducted a study over the past year analyzing over 600,000 customer service calls. The study, entitled Controlling the Android, revealed the potential downside to the rapid adoption of Google's Android operating system across numerous wireless manufacturers and carriers alike.
WDS found that hardware failures among Android devices were more common than that of iPhone and Blackberry devices, most likely due to the sheer volume of phones across all makes running Google's operating system. As opposed to Android's open-source software, Apple and RIM's operating systems are developed in-house, allowing more control over user error.
Many Android devices are in fact low-end to appeal to consumers not wanting to spend money on super-smartphones with the latest technologies. Google's reach across manufacturers and consumers with Android allows for installation on low- and high-end devices. Not all manufacturers guarantee that their devices will get the latest iteration of Android, such as the upcoming 'Ice Cream Sandwich' update.
The result? Angry phone calls from consumers to wireless carriers and manufacturers asking why their hardware can't keep up with the latest technologies, thus prompting customer service departments to revamp their systems and spend even more funds to appeal to such inquiries, on top of other hardware failures. If these customers get too angry, they may take their business elsewhere. Newer low-end operating systems, as seen with Windows Phone 7.5 'Mango' may become an increasingly appealing choice for these customers.
However, Google's widespread reach with Android devices has been their key success, with Mobiledia stating the following: 'This widespread availability gives Android an advantage, helping it launch devices powered by the OS into the top spot in the competitive smartphone market. Earlier this year, Google announced over 500,000 Android devices are activated daily.'
