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3 out of 4 returned smartphones have no problem except for "user behavior"

Posted: , by Alan F.

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3 out of 4 returned smartphones have no problem except for
Blancco Technology Group has released its Q4 2015 State of Mobile Device Performance and Health. The report contained some interesting tidbits. For example, nearly 3 out of 4 phones returned to carriers and manufacturers in North America and Europe actually have no problems. According to the report, "user behavior" is the cause of many of the performance problems that lead to device returns. Some of the problems have to do with the failure to close open apps, especially in Asia where 40 or more apps could be open at the same time. The slowing performance is blamed on the hardware when it really is the user's own fault.

Of the issues found on handsets during the fourth quarter, 85% of them were on an Android handset, while just 15% were found on an iPhone. Speaking of Android, Samsung was responsible for delivering a leading 27% of the platform's failed phones in the quarter. That was followed by Lenovo (21%), Motorola (18%), Xiaomi (11%) and Asus (8%).

The features most likely to fail on a smartphone include the camera, touchscreen, battery charger, microphone and the overall performance of the phone. The report noted that in Asia, use of social-media apps like Facebook, WhatsApp, WeChat and Line, are causing performance issues on certain phones. In Europe, use of emoji and productivity apps were a factor in failure rates seen during the second half of the year.

"The quantity and types of apps being used, app notification settings, location services settings and battery charging habits are just some examples of how user behavior impacts the day-to-day performance and long-term health of devices. Take Asia, for example, where app adoption is high and the most frequently used apps are in the social networking and messaging categories. When these users fail to close the 40+ apps installed on their devices, it eats into the performance, memory and battery life. And all the while, users presume hardware is to blame when behavior is actually the culprit. It's a paradoxical situation and it happens very often."-Pat Clawson, CEO, Blancco Technology Group

source: BlanccoTechnologyGroup

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posted on 23 Feb 2016, 10:22 17

1. jesus_sheep (Posts: 257; Member since: 18 Apr 2015)


People are hypocritical. They need a phone that does everything perfectly but don't want to take up the responsibility to learn to use it the "right way". And when you tell them how to use it they scream "I don't want to be told how to use my phone". There is really no solution to this.

posted on 23 Feb 2016, 12:03 5

22. Bm888 (Posts: 500; Member since: 06 Jul 2015)


generally. .most general consumers want to try any app on playstore and so end up downloading huge number of apps that end up comsuming phone's resources; ram and rom yet the apps aren't so necessary for daily tasks. .this end up slowing performances , lags, and render their handsets useless. .this explains the *human perspective cause of returns. .in which they tend to blame oems but rather it's their own causes

posted on 23 Feb 2016, 17:28

33. xondk (Posts: 1400; Member since: 25 Mar 2014)


Yup, as someone who repairs electronics including phones I can only sigh and shake my head and wonder when it will change, because it isn't just phones.

posted on 23 Feb 2016, 21:12

41. ibend (Posts: 4596; Member since: 30 Sep 2014)


if all people use it in "right way" u'll there is high chance that you (and million others) will lost job :-/
just like lots of medical worker will lost job when all people stop smoking, lol

posted on 23 Feb 2016, 23:05

42. lyndon420 (Posts: 4378; Member since: 11 Jul 2012)


And police would be out of work if everyone stopped breaking the 'laws'.

posted on 24 Feb 2016, 07:00

45. xondk (Posts: 1400; Member since: 25 Mar 2014)


Yeah, while this is true, still....still......I can't help but feel that if such things changed the world would be a better place...maybe..

posted on 23 Feb 2016, 10:22

2. zunaidahmed (Posts: 809; Member since: 24 Dec 2011)


Hmmm, well Samsung does have a large chunk of market share so the higher return rates are acceptable and they try to blast the market with smartphones to see which on sticks, which makes the statistics worse, anyway, I really want to see return rates of particular phones, because I am pretty sure a large part of the numbers would be "old" phones, at least 3 years old

posted on 23 Feb 2016, 10:23 2

4. Mxyzptlk (Posts: 12999; Member since: 21 Apr 2012)


Well to be fair, I wouldn't hesitate to return anything with TouchWiz these days.

posted on 23 Feb 2016, 11:09 16

9. TerryTerius (Posts: 1780; Member since: 10 Apr 2014)


Thank you for your input today. Do you have anything else to contribute? No? Alright then.

posted on 23 Feb 2016, 20:18 1

37. Mxyzptlk (Posts: 12999; Member since: 21 Apr 2012)


More than you and your 11 flunkies, aka you thumbing yourself up 11 times.

posted on 24 Feb 2016, 03:09 2

43. TerryTerius (Posts: 1780; Member since: 10 Apr 2014)


I'm not going to lie, I legitimately laughed out loud that you genuinely believe that. You care way more about worthless internet points than I ever will. Or the fact that your only explanation for people disagreeing with you or disliking something you said must be some form of conspiracy. That is even funnier. Have a good night fella. Work on that ego of yours.

posted on 23 Feb 2016, 11:38 2

20. Arch_Fiend (Posts: 2469; Member since: 03 Oct 2015)


The touchwiz of now is the best touchwiz there has ever been. Are you saying you like the touchwiz of old better? Cause if you are, you must really be deadpool because he's insane and so are you lol.

posted on 23 Feb 2016, 20:17

36. Mxyzptlk (Posts: 12999; Member since: 21 Apr 2012)


Best out of terrible doesn't say much.

posted on 23 Feb 2016, 17:13

32. S.R.K. (banned) (Posts: 678; Member since: 11 Feb 2016)


The TouchWiz criticism is overblown by a purist few who like maximum control and performance. They are not in the wrong, but 9 out of 10 still prefer apps and versatile functions preinstalled, and don't give a purple damn about occasional lag. Plus ironically TouchWiz manages to be the lightest on battery life, just see some of the rival UIs battery performance, incl. the skinny naked Nexus 4. That being said, as long as there's room for improvement, your 1/10 voice comes appreciated.

posted on 23 Feb 2016, 20:17

35. Mxyzptlk (Posts: 12999; Member since: 21 Apr 2012)


A phone lagging after a few months of use with a cartoonish appearance is overblown? Sounds like you're butthurt.

I like how you compared TouchWiz to a four-year-old phone. That makes so much sense. There's a LOT of room for improvement in TouchWiz.

It's bloated, it's resource heavy, and it's awful. Get over it.

posted on 23 Feb 2016, 20:46

38. S.R.K. (banned) (Posts: 678; Member since: 11 Feb 2016)


Touchwiz running on a 3gb or 4gb Ram will lag.
Resource heavy. Don't blame Touchwiz, blame the Cpu, which struggles to push Touchwiz.

There are to many features on Touchwiz that it's hard for Cpu and Ram to keep up with.

How is it cartoonist?
IOs has self cleaning cache, while Android does not. You need to install cleanmaster cache cleaner, for it not to lag. Well if you don't clean up after 3 months, there would be 2 -3 gb of junk remaining.

Not butthurt at all.

posted on 23 Feb 2016, 20:53 1

39. S.R.K. (banned) (Posts: 678; Member since: 11 Feb 2016)


I can't understand the hate either. Anytime I ask for specifics I get "it's ugly". When I ask specifically what is ugly I get no response. Mostly I think it's because of how cool it is to hate on the mainstream top dog.

Personally I like the emphasis on the green. I find the tron blue highlights in stock 4+ to be cold and sterile. TouchWiz feels more organic to me. While I would like to see TouchWiz adopt more holo type theming, I find it preferable as-is compared to AOSP, sense, LG, or Motos skins.

It's funny how people always want what they can't have. If samsung ababdoned TouchWiz and went into a full on holo theme skin just as many people would complain and say it was better before. The Internet is a good breeding ground for hipsters. Look at the HTC First. Ever since the Galaxy Nexus the majority of comments on sites like Engadget and The Verge are that the world needs an HTC built flagship running stock android with a sub 4.5" screen. When that was done everyone hates it, and it is discontinued in it's first month. Maybe Steve was right ... the market has no idea what it really wants, other than wanting what isn't available.

posted on 24 Feb 2016, 07:46

46. yoosufmuneer (Posts: 1498; Member since: 14 Feb 2015)


"cartoonish appearance" . There is the theme store filled with options such as Material Design theme.
"Lagging after a few months of use". I've got a Galaxy S4 running Android Lollipop. Meaning I've used this for more than 30 months, the performance has improved a lot with Lollipop.
"Bloated" So are all other Skins/Os. Even stock android comes bloated with Google Play apps which cannot be uninstalled unless you root it. Same with iOS which comes with Apps such as Apple watch app,iMessage, Facetime, Notes app etc which cannot be uninstalled.

Bottom line you are nothing but a hater. You don't have even a valid claim. My advice to you is Get a Life

posted on 23 Feb 2016, 20:56

40. S.R.K. (banned) (Posts: 678; Member since: 11 Feb 2016)


Touchwiz is pretty good, but you are confined to a certain amount of desktop real estate. NovaLauncher and other GUI replacements allow virtually complete customization down to the desktop icon grid, desktop margin size, icon size, taskbar icon density, scroll effects, etc., etc. If you don't care about your desktop and enjoy using Android as is, then Touchwiz is pretty darn nice. I personally have quite a few apps, weather and forecast, volume sliders and txt messaging viewer all on my primary desktop page. Can't do that with Touchwiz.

posted on 23 Feb 2016, 10:30

7. j2001m (Posts: 2941; Member since: 28 Apr 2014)


It's also clear why Samsung setup the s6 to close apps fast

posted on 23 Feb 2016, 10:23 2

3. Mxyzptlk (Posts: 12999; Member since: 21 Apr 2012)


Makes sense. Most of the time the user is to blame. If only they used a little common sense.

posted on 23 Feb 2016, 10:26 6

5. DRS1977 (Posts: 431; Member since: 27 May 2015)


So, the general public are a bunch of morons? What else is new? The reason why the app drawer is now becoming optional? They are trying to dumb the phone down for Apple users...

posted on 23 Feb 2016, 11:12 5

10. TerryTerius (Posts: 1780; Member since: 10 Apr 2014)


What? What does that have anything to do with.... How was it that no matter what happens and what the situation is it is somehow Apple's fault. That is the "blame Obama" line of the tech world. Apple doesn't own LG. LG made that stupid decision completely on their own. They own it.

posted on 23 Feb 2016, 11:30

15. quakan (Posts: 1373; Member since: 02 Mar 2011)


They're trying to simplify it for their current users who don't know how to properly use their phones. That's the goal of consumer electronics anyways. Higher learning curves aren't something to be proud of. Consumers eventually just move on from your product.

posted on 23 Feb 2016, 11:43 1

21. Arch_Fiend (Posts: 2469; Member since: 03 Oct 2015)


Android is being simplified for android users. Did you not read the article? Because it basicly says most people return their phones because they don't know how to use it properly. The only way to fix that problem is to make it easier for people to learn how navigate and use their devices better.

posted on 23 Feb 2016, 18:32

34. remtothemax (Posts: 260; Member since: 02 May 2012)


also, that a lot of this happens in asia (also europe) would contradict this being because of apple, but all in all a good bit of trolling.

posted on 23 Feb 2016, 10:27 8

6. TyrionLannister (unregistered)


Makes a lot of sense. Most people keep NFC on the whole time while they don't even know what it means. Same with a lot of other features. 99% of users don't need location on all the time, but it is on and they don't even know it. That's how google gets all the live traffic data and stuff.

And the worst part is that those users whine on forums/item review section. making their stupidity affect other person's buying decision for the worse.

No wonder iphone sells so much.

posted on 23 Feb 2016, 11:23 5

11. TerryTerius (Posts: 1780; Member since: 10 Apr 2014)


Then companies need to do a better job of communicating and explicitly telling their users how to use their devices and what it's limits are. Most people are not really all that tech savvy beyond the basics. Understanding that without being patronizing in the way you handle it is really up to google and the OEMs.

I think frequenters of tech sites often forget personal computers, laptops and smartphones are relatively new in the grand scheme of time. I'm aware that information is online, but the reality is most will never seek it out or (more importantly) know how to separate solid advice from idiocy. Nor may they even know what the right questions to ask are in order to get the answer they need. We live in the age of misinformation.

posted on 23 Feb 2016, 11:31

17. warrenellis93 (Posts: 161; Member since: 21 Jul 2011)


Exactly right sir, thank you.

posted on 23 Feb 2016, 11:32 1

18. TyrionLannister (unregistered)


Can't argue with that.

posted on 24 Feb 2016, 04:05

44. Inotamira (Posts: 173; Member since: 06 Feb 2016)


They do, it's called the instruction manual that NO ONE reads, not even myself because I don't have an Apple stuck up my butt and have a functional brain, so I simply don't need it.

posted on 23 Feb 2016, 10:53 1

8. marorun (Posts: 3580; Member since: 30 Mar 2015)


Of the issues found on handsets during the fourth quarter, 85% of them were on an Android handset, while just 15% were found on an iPhone. Yeah but Android sell for over 80% of all the smartphone apple maybe 14 to 17% so its normal thats this be proportional to sales... ridiculous way to play with number as usual.

posted on 23 Feb 2016, 11:25 1

12. TerryTerius (Posts: 1780; Member since: 10 Apr 2014)


It isn't playing with numbers to make a factual statement. What you just said is true, still doesn't change the reality. That just puts it in the broader context.

posted on 23 Feb 2016, 11:36

19. Arch_Fiend (Posts: 2469; Member since: 03 Oct 2015)


I won't lie and say ios doesn't have problems but android is much more problematic. I've owned mostly android phones(Look at my profile) so trust me when I say there are indeed, less slowdowns, app crashing, and camera failures on ios than android.

What you said is true but don't make the mistake of thinking ios and android are equals when it comes to average problems like, app crashing ect...

posted on 23 Feb 2016, 11:27

13. warrenellis93 (Posts: 161; Member since: 21 Jul 2011)


The devices need to be more intuative for the average user. I know how to keep my phone running smooth but most people are just unaware of the things that slow down their device, not everybody is tech savy. So if you look at it from that point of view then you would think these devices were designed to fail because left alone they will.

posted on 23 Feb 2016, 11:27 2

14. Macready (Posts: 952; Member since: 08 Dec 2014)


The percentages are close to the respective market shares of Android, iOS/Apple and Samsung.

Considering the fact that the lowest end phones are usually the most troublesome (limiting) AND on average end up in less "capable" hands too, I'm surprised that the Android and Samsung percentages (inlfuenced by tenths of millions of low end devices) aren't higher.

posted on 23 Feb 2016, 11:30 1

16. Arch_Fiend (Posts: 2469; Member since: 03 Oct 2015)


This is why I school everyone in my family on how to properly use their devices.

posted on 23 Feb 2016, 12:22

23. Esteban4u (Posts: 66; Member since: 15 Oct 2013)


Let us all not forget that the majority of Android phones' OS and security updates are deliberately delayed by their manufactures, like Samsung who desecrate pure Android with their TouchWiz for no real added benefit for the end user, and the OS / security updates are also deliberately delayed by the wireless carriers who would rather have their customers / victims purchase new phones every year rather than extend the useful life of their phones' by allowing their software to be safe and current.

posted on 23 Feb 2016, 12:39

25. warrenellis93 (Posts: 161; Member since: 21 Jul 2011)


Esteban is right

posted on 23 Feb 2016, 15:51 2

29. Macready (Posts: 952; Member since: 08 Dec 2014)


Let's not forget that a large chunk of features found in vanilla Android, originate from..... Touchwiz. Samsung is the major contributor to vanilla Android, to put that "for no apparent reason" into perspective.

In fact, most user polls say that the average Samsung user likes Touchwiz. Those complaining are a minority. And don't give me the "techies know better" line, because I am one, I use most popular skins and OS versions and I prefer the functionality of Touchwiz over all other OEM versions. Not to be confused with perfection, because Touchwiz clearly isn't, but that's a different discussion.

posted on 24 Feb 2016, 14:04

47. Esteban4u (Posts: 66; Member since: 15 Oct 2013)


Supposing that you are correct that some of vanilla Android's features are inspired from TouchWiz, TouchWiz is still a major contributor to the delays in OS updates on Samsung devices. The overwhelming majority of Android smartphone users don't even know what TouchWiz is. But they know what a crappy smartphone experience is. With all of it's performance hindering, gimmicky features that hardly anyone uses, all TouchWiz does is drive more people to iPhones. With all the major Android OEMs "skinning" their Android devices in misguided attempts to differentiate themselves from other OEMs and Samsung being the biggest seller of Android devices, those people who have had enough crappy smartphone experiences to switch over to iPhones, will equate their experience with the Android OS to that poor experience on their last Android device and believe that is all Android has to offer when this is not what Google intended for the Android user experience. I can't tell you how many people I've come across at my job that have Android devices but use little if not none of Google's awesome services. Most of them don't even know they can have their contacts and photos in auto backed up in Google's cloud services.

posted on 23 Feb 2016, 12:33

24. acruzlu (Posts: 98; Member since: 12 Aug 2015)


Sounds like a lot of the id10t error.

posted on 23 Feb 2016, 12:43 4

26. gsearle (Posts: 1; Member since: 23 Feb 2016)


Android and iOS is designed to hold Apps in memory to allow quick access. They will automatically manage the "open" Apps to keep working memory available. The need to "close" Apps is a myth and is not the real issue.

The underlying issue that causes devices to underperform is that many Apps like to install themselves as active services in the OS, many displaying notifications to get your attention. These Apps vie for device resources as they "call home" to check for any updates that they want you to be aware of. Eventually the device gets bogged down with too many background processes being active at one time.

"Closing" Apps does not eliminate background processes. Instead, improving performance must be achieved by either culling installed Apps to keep the device lean, or rooting the device and installing an app-management App such as Greenify to make them play nice.

posted on 24 Feb 2016, 14:28 1

48. Esteban4u (Posts: 66; Member since: 15 Oct 2013)


Google needs to build-in more aggressive background process killing and / or some type of algorithmic background process killing into it's next version of Android by taking into account how often an app is actually used over time and maybe scheduling the apps requests to "call home" so that there is always enough available processing time for the foreground application / home screen UI keeping the user experience smooth and snappy. They should also impose better and more efficient behavior of third party apps in order for them to be allowed in the Google Play appstore / ecosystem.

posted on 23 Feb 2016, 14:10 1

27. catze86 (Posts: 726; Member since: 07 Dec 2015)


No wonder Samsung prefer non removable battery. People sometimes do something stupid to their phones.

posted on 23 Feb 2016, 15:48

28. fonslinger (Posts: 2; Member since: 06 Oct 2015)


It would be interesting to see more data, like of the returns what percentage are of "budget" phones versus "flagship"..... And how many returns were to move from one to the other etc etc.

My current device is a Moto X (first gen) been working well for almost 2 years, from an issues perspective best phone I've ever had ( going back to 1996). But then again I have not been issue free, just not bad enough to make me want to swap the phone.

posted on 23 Feb 2016, 16:07 1

30. Kary1 (Posts: 300; Member since: 26 Jun 2015)


More likely half of all defects are not discovered after the phone is returned, in part because they don't look very hard, and then they ship the defective smartphone to someone else as a replacement phone.

posted on 23 Feb 2016, 17:07 1

31. Artio (Posts: 12; Member since: 23 Feb 2016)


I'm calling BS on this. That might be the official line they put in the report, but there's a reason so many "refurbished" and open box phones have issues. More than likely there are intermittent issues with a majority of these phones and they simply cannot (or don't even bother trying) replicating the problem before saying "nah, it's good, sell it to someone too cheap to buy new."

There are horror stories from people all over the web about showing staff at their carrier's stores, them agreeing that it's an issue, then having the device returned saying there was never an issue.

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