Research group shows iPhones cost less to support

Aug 09, 2011 by Bob Yirka report

(PhysOrg.com) -- ClickFox, a firm that analyzes customer experience when trying to solve problems with their technology has focused its attention on how much work and cost is involved in supporting and troubleshooting problems related to the three main kinds of smartphones; the iPhone, Blackberry and those running Google’s Android OS. They found that iPhone’s are cheaper to support than Blackberry’s and Android phones are the most expensive of all.

ClickFox reached its conclusions by analyzing support data from North American carriers; after eliminating call data for questions about billing or queries about plan options, the company found that calls for assistance with iPhones were generally handled more expeditiously than those for Blackberry and even more so than for calls.

ClickFox, though not revealing exact figures noted that the main difference between the types of support were the number of calls that had to be transferred to other support reps, i.e. difficult problems often require the assistance of more than one support rep to get resolved. ClickFox says that the number of transfers for iPhone callers is fewer than for Blackberry users, and far fewer than for Android users.

In an interview with InfoWorld, analytics director for ClickFox , Lauren Smith said that Blackberry users cost support carriers a total of $46 million more to support than iPhone users did for their support, while Android users cost theirs $97 million more.

ClickFox suggests the disparity is due to the higher degree of difficulty in learning and using the Blackberry and Android phones versus the iPhone, resulting in confused users calling support lines only to find the reps oftentimes confused as well. ClickFox says that while users typically have their questions or problems resolved on the first call, users find themselves transferred to another rep 37% of the time; and Android users get transferred a staggering 77% of the time.

This announcement by ClickFox comes at a bad time for Android users as reports from the recent DefCon Hacking conference in Las Vegas, suggest that the Android OS has a flaw in it that allows one app to change the focus of another app without user consent. Worse, the offending app can apparently also disable the Back button, preventing the user from going back to the original app. Security experts say such a flaw, in addition to being annoying, can allow a secondary app to masquerade as the first, setting up the user for a phishing attack.

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User comments : 9

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Techno1
3.3 / 5 (7) Aug 09, 2011
ClickFox suggests the disparity is due to the higher degree of difficulty in learning and using the Blackberry and Android phones versus the iPhone, resulting in confused users calling support lines only to find the reps oftentimes confused as well.


This is caused by the same thing as the old "Mac vs PC" debate.

The other smart phones are much more "open source" apps, which give developers and users more freedom to use their machines the way they like. Apple's devices are highly regulated and their apps are only what they allow.

For people who are simple minded, and don't know enough to matter, or who don't need a lot of customization or portability the iPhone is probably the best device.

For people who like maximum customization and portability, the competitors devices are probably better, and worth any extra technical support costs.
Foghorn
4.8 / 5 (4) Aug 09, 2011
"They found that iPhones are cheaper to support than Blackberrys and Android phones are the most expensive of all." The proper nouns "iPhones" and "Blackberrys" are not possessive as they are used in the headline; grammar counts.
David_Wishengrad
5 / 5 (2) Aug 09, 2011
Can we please get the lame and fabricated junk science removed from physorg? This article is very misleading. The title should be:
"What we already know. Less choices = less hassle"
Remove this article and get back to reporting real science.
Thank you
Vendicar_Decarian
3 / 5 (4) Aug 10, 2011
Less choice = Less hassle.
Fewer Choices = Less frustration.
Less Stuff = More Happiness.
The more stuff you own, the more it owns you.

Words to live by.
NeptuneAD
not rated yet Aug 10, 2011
In my opinion the iphone is clearly superior at the moment, easier to use and harder to stuff things up whilst allowing for customization if you hack it, although the numbers wont show the hackers as you can't exactly use customer support if something goes wrong in that situation.

By the way I much prefer a Windows PC over a Mac and am not an Apple lover whatsoever, though I am partial to oranges.
maxcypher
not rated yet Aug 10, 2011
Android is new. I'm just waiting for some more maturation before I get it.
Vendicar_Decarian
1 / 5 (3) Aug 12, 2011
Android is based on the perpetual failure that is Unix. So it will take them a long long time to get it working properly.
gopher65
not rated yet Aug 13, 2011
Errr... OSX is based on Unix too... It's just BDS with an Apple customized GUI skinned on top of it, isn't it?
Ricochet
not rated yet Aug 13, 2011
BZZZZ!!! Incorrect, Vendicar! Android is based on LINUX, while iPhone, and anything Apple, for that matter, is based on BSD Unix, since it's based on OS X.

I dare you to tell ANYONE here that Linux is a perpetual failure.

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