WDS, which handles technical support for a number of mobile operators worldwide, is warning that varying hardware quality levels can cause problems for networks offering low-cost Android devices. The open-source operating system offers more freedom than Windows Phone 7, which sets minimum hardware requirements, or Apple and RIM’s in-house products.
WDS spent a year collecting details of more than 600,000 technical support calls across Europe, North America, South Africa and Australia. Overall, 14% of technical support calls for Android devices related to hardware faults, compared with 3.7% for BlackBerry, 8% for iPhone and 9% for Windows Phone 7 devices.
It points out that hardware failures can’t usually be resolved by Customer Service Representatives, leading to additional costs for returns and repairs.