According to foreign media reports, as mobile operators trying to constantly improve its customer service policy in order to keep pace with the rapid development of the telecom market, resulting in the Android smart phone terminal equipment, such as annual maintenance costs up to us $ 2 billion.

　　This is a WDS wireless experience management experts carried out a project entitled “controlling Android” (ControllingtheAndroid) of the main finding of the study. WDS’s team in the last 12 months, on the global 60duowange technology support telephone number that provides an analysis of the treatment.

　　After a comprehensive analysis of the four major mobile operating systems, WDS study found that the operating system into one faction of the separatist cause the Android terminal equipment hardware problems with above-average: in all of the required hardware technical support calls, Android is 14%,Windows phone is 11%, Apple’s iOS is 7%, and BlackBerry OS only 6%.

　　WDS VP Marketing dimu·deluka-Smith (TimDeluca-Smith), said: “we have to get to know one thing, our inherent flaw analysis did not find the Android platform. The openness of the operating system has led the market’s capacity to expand to an alarming degree, and it’s this success very challenging. ”

　　WDS found that introduced low-cost hardware, software and operating system updates to consumers also contribute to the process of operators of retail business and its factors of the repair process has been extended.

　　John DeLuca-Smith added: “many operators see Android as a standardized implementation of the platform that could provide consistent customer experiences. But from its nature, is certainly not the case. Android to give customers the experience because of equipment varies, this means that retail and support for Android devices must take account of factors such as hardware construction and part quality. ”

　　Hardware failure is of particular concern to operators, because the hardware repair costs are very high. Software or configuration problems can usually be carried out by a customer service representative remote repair, or by manually configuring for wireless download or update. But hardware failure may well cause the device to be returned, and enter the costly process of reverse logistics, for repair or replacement.

　　John DeLuca-Smith points out: “at present, the Android operating system in almost all the operator’s Smartphone strategy has an important place. Our research has clearly demonstrated that if they are going to make its investment to maximize the effect, then they must adopt better way to manage how Android products into their networks, retail strategies, and appropriate technical support. ”