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Returns for some Android handsets reach 30-40%

Posted: , by Victor H.

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Returns for some Android handsets reach 30-40%
We've heard numerous reports about Android activations reaching over 500,000 each day and galloping further, but one factor might be out of the equation – returns. TechCrunch cites “a person familiar with the handset sales for numerous manufacturers” who claims that for some Android phone return rates reach 40%

Users are reportedly confused with the somewhat more complicated interface of the platform and the contrast when compared to other phones like the iPhone or BlackBerries. The difference is better perceived when we look at the 1.7% return rate of the iPhone 4 from antennagate times. Finally, though, it all depends on the user, and power users can certainly enjoy some aspects of the Android platform like its openness and relative freedom going along with it.

source: TechCrunch

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posted on 28 Jul 2011, 03:56 2

1. kevin n (unregistered)


This seems very suspect!

posted on 28 Jul 2011, 03:58 3

2. android_hitman (Posts: 654; Member since: 07 Jul 2010)


even if they have 40% returns they still have more than 250.000 activations/day so i think it's pretty impressive

posted on 28 Jul 2011, 05:39

9. BobbyTaba (Posts: 316; Member since: 11 Aug 2010)


Actually they activate 550000 so 40% would be like 325 thousand a day

posted on 28 Jul 2011, 04:02 1

3. hehREALLY (unregistered)


So...?

posted on 28 Jul 2011, 04:16 1

4. droidnator (Posts: 87; Member since: 10 Mar 2011)


Read the comments in the source. A lot of good explanations there, no need to waste my keyboard on this useless post.

posted on 28 Jul 2011, 04:40 8

5. Whateverman (Posts: 3231; Member since: 17 May 2009)


It's called educating your customers. A lot of reps aren't willing to spend the necessary time to help customers learn how to use their new device. If they don't know how to use it, they will return it.

posted on 28 Jul 2011, 04:47 5

6. bayhuy (Posts: 306; Member since: 23 Jun 2011)


It is called "stupid Americans".

posted on 28 Jul 2011, 04:52 4

7. Whateverman (Posts: 3231; Member since: 17 May 2009)


Why be so offensive? I am American and i'm not stupid. and I wouldn't assume you were either.

posted on 28 Jul 2011, 07:39 1

16. The_Miz (Posts: 1496; Member since: 06 Apr 2011)


Yup, they return it because they either know Android is an inferior device with a steep learning curve or that they choose an OS where they aren't getting raped by inconsistencies with manufacturers and carriers when it comes to updates and software.

posted on 28 Jul 2011, 08:47 3

26. i crap destroyer (unregistered)


i worked in retail and i can tell you this about 70 to 80 percent of customers dont know what theyre talking about when it comes to cellphones. it takes a smart and good sales man to sell android unlike the iphone, anybody can sell an iphone, a three year old kid can sell an iphone to an adult, problem is just like every foreigner on this website has stated americans are stupid and lazy(and thats a very sad reality to say thats the majority of the population in this country), and these numbers prove it most people rather go with a dummy proof OS like the IOS instead of taking theyre time learning the android OS and if you think im wrong thats fine you have your opinion and i got mine but whatever argument you try to put against me is gonna fail......just a little advice.

posted on 28 Jul 2011, 08:48

27. Mobile-X-Pert (Posts: 565; Member since: 20 Dec 2010)


Man!! stop the hate. We all know you are ifanboy already, you don't need to remind us. You are always the first person that starts the ''hate comments'' bettle.

posted on 28 Jul 2011, 08:54

28. DontHateOnS60 (Posts: 863; Member since: 20 Apr 2009)


It's not just about educating the customer. You as a sales person should not be pushing what gets you the most money, but finding the right solution for someone. People come in and decide they want a Fascinate because it's free, and yet you know damn well it's going to be returned in a week because it's not the right solution for them. It's on you to ask the proper questions before they purchase anything, and find the best solution, and if it costs money you need to convey the value of that phone to them so they don't come back in 14 days to return it.

posted on 28 Jul 2011, 05:07 8

8. sctwinslow (Posts: 10; Member since: 06 Apr 2010)


The way I look at it is of course Android will have more returns because they have other choices ( if I dont like my thunderbolt I can get a charge or an X2,etc), but if I dont like my iphone there are no other ios choices so I would probably keep it.

posted on 28 Jul 2011, 06:04 3

10. dionddc (Posts: 129; Member since: 19 Jul 2011)


@sctwinslow

Exactly.

Also, the ones returned are probably low-end models.

posted on 28 Jul 2011, 08:05 3

21. taco50 (banned) (Posts: 5506; Member since: 08 Oct 2009)


Or maybe iPhone users are satisfied with their phones

posted on 28 Jul 2011, 06:11 5

11. iwebdroidberry7 (Posts: 230; Member since: 17 Jan 2011)


Why is the ALWAYS an excuse? I've never seen Android fan take responsibility for anything negative that happens with Android.

posted on 28 Jul 2011, 11:32 1

41. remyrz (Posts: 190; Member since: 28 Oct 2010)


cauze people keep the critisims to android ´cause of their succes and big numbers an always look at the ´´bad´´ things happen to it, so we fight back and say why that could happen... its no excuses, are facts.. and other thing.. the comparing... thats one of the biggest problem of we fighting back... i love android, i dont even have one,, i own a nokia n900, but that doesn´t mean i hate apple, they have good stuff.. but i prefer android instead, and the fact that some people always trying to bring the green robot down.. it piss me, or us, off.. so we respond... :) I´m more with SCTWINSLOW

posted on 28 Jul 2011, 06:30 1

12. doubleD (Posts: 78; Member since: 13 Dec 2010)


The post says"some" android models have rates that high, I wonder what the overall return rate is.

It would also be interesting to see what phones they're buying when they return(i.e. higher/lower end android model, or different OS all together)

posted on 28 Jul 2011, 06:36 2

13. ibap (Posts: 706; Member since: 09 Sep 2009)


Vague source. Vague numbers.

posted on 28 Jul 2011, 06:56

14. cyborg (unregistered)


It's Phonearena

posted on 28 Jul 2011, 07:25

15. Froid 1955 (unregistered)


I am a DROID fan. I have a ATRIX rooted and unlocked. The iphone is a easier phone for a lot of people who are not technically minded who are. Moving up from a simpler phone. I work in a wireless store. A lot of customers are not infirmed whether they be iphone or android oriented. Case in point. I had a customer who was telling me she needed to learn how to make a call on her new iphone. As we were calling a tech brought her phone over from service. I volunteered to show her how. When. I looked at her phone I saw it was a DROID 3. That's about as different from an iphone as you can get.

Also from my observations very few android phones are switched out for iphone. I am wondering whether this includes phone switched out for the same model because of warranty issues. Also some is a very vague number. How many phones actually experienced these numbers and for how long.

posted on 28 Jul 2011, 07:41 3

17. The_Miz (Posts: 1496; Member since: 06 Apr 2011)


*pulls out chair, a soda, and some popcorn*

This is going to be interesting. I wonder how Android fans will backpedal out of this and make excuses.

I guess people are now realizing how much bs is involved with Android. Open source my ass, it's more locked down than what people say about Apple. Look at Motorola and their locked bootloaders. And then the ones that can be rooted, lol consumers aren't going to bother wasting their time with that.

But really, I want to see how Android fans will backpedal here.

posted on 28 Jul 2011, 09:01 2

31. wassup (Posts: 565; Member since: 23 Jun 2011)


*kicks miz's ass, and calls alex riley to finish him off*

open source your ass, exactly, cos your ass is so full of STEVE JOB'S s**t!!!
take your head out of his ass and stop using feature phones.
Motorolla's locked down. that's their choice. Samsung, HTC (now) have unlocked bootloaders.
and how the hell is android more locked down than iOS? you can't even send pics, songs, and vids over bluetooth for crying out loud!

F- apple

posted on 28 Jul 2011, 18:20

53. The_Miz (Posts: 1496; Member since: 06 Apr 2011)


And you can't use a year old android phone because manufacturers stop supporting it so they can leech more money out of you. Lol, wrong again

posted on 28 Jul 2011, 23:13

57. readingthissh1t (Posts: 303; Member since: 20 Jul 2011)


ever heard of rooting your device and the hacking community? i tried it a few days ago and now my 2 year old phone is running the latest version of android

posted on 28 Jul 2011, 09:25

34. Sniggly (Posts: 7180; Member since: 05 Dec 2009)


Hey Miz, did you hear the part where my Atrix doesn't have bloatware anymore? Because I was allowed to remove it without rooting?

posted on 28 Jul 2011, 18:16

51. The_Miz (Posts: 1496; Member since: 06 Apr 2011)


No, must've been blinded by when you got flash memory mixed up with hard drive storage.

posted on 28 Jul 2011, 18:21

54. Sniggly (Posts: 7180; Member since: 05 Dec 2009)


Different tech, same function. I was incorrect only in the term itself. And you know it.

posted on 29 Jul 2011, 02:51

58. The_Miz (Posts: 1496; Member since: 06 Apr 2011)


Backpedaling doesn't change anything

posted on 28 Jul 2011, 07:51

19. iosmaster (Posts: 115; Member since: 06 Jul 2011)


iPhone its below the 2%

posted on 28 Jul 2011, 08:05 1

20. ANDROID SUCKS (unregistered)


HOW CAN ANDROID HAVE OVER 500,000 ACTIVATIONS PER DAY? AT BEST ANDROID OS IS LIKE WINDOWS BACK IN THE DAY!!!! LAGGY, GLITCHY, AND THE MASTER OF "FORCE CLOSE"!!!!!!! I SWTICHED FROM MY IPHONE 3GS TO AN ANDROID DEVICE AND IT SUCKS!!! I'M GOING TO REPLACE MY ANDROID DEVICE WITH AN LG PLUS BECAUSE IT SUCKS SO BAD!!!!

posted on 28 Jul 2011, 08:07 3

22. taco50 (banned) (Posts: 5506; Member since: 08 Oct 2009)


30-40% is probably a high estimate, but I'm not surprised android has high return rates. It's not nearly as user friendly and is very buggy.

posted on 28 Jul 2011, 09:04

32. Sniggly (Posts: 7180; Member since: 05 Dec 2009)


Well, first you have to take this with a shaker of salt, because this is a completely unsubstantiated rumor created by someone who offers absolutely zero proof for their claims. Then you have to remember that he's supposedly citing statistics for *some* Android models. Some could be as few as 2 or 3 models out of the 40 to 50 models that are out there right now. That demographic is easily covered by the very low end phones like the Motorola Citrus, the LG Optimus One, etc. Also, like some people have already mentioned, there are factors undiscussed like the probability that users may have gone to higher end Android models which satisfy their needs better, or the salesmen just didn't take the time to at least show them the basics of the phone.

I know for a fact that Android isn't a mystery for an average user to figure out. I was able to work the basics of Android out without anyone sitting down and having to teach me about it.

Anyway, this is something I predicted several months ago on the comment thread for the fragmentation article: I said that in a reflection of a truly free market, customers would reject crappy hardware choices in favor of better experiences in the hardware. And after all, that is their right.

posted on 28 Jul 2011, 09:40

36. taco50 (banned) (Posts: 5506; Member since: 08 Oct 2009)


You figuring it put doesnt mean a lot of people can't. You're a tech geek that posts here daily. I don't think you match up to casual smartphone users.

posted on 28 Jul 2011, 09:49

37. Sniggly (Posts: 7180; Member since: 05 Dec 2009)


In February of 2010 when I got my Cliq, I knew barely anything about Android or the iPhone. When I originally sold for Verizon, and the only smartphones I had to offer were Blackberries, I barely sold them. Especially since back then the commission structure sucked when it came to smartphones. I didn't even get to play much with the original Droid before I left them the first time.

I only really became all techy and geeky about phones overall when I got the Cliq and started to figure it out. Back then I was just as willing to try out an iPhone as anyone, but I had been lied to by AT&T reps several times when it came to their towers going out (they blamed it on me roaming on T-Mobile).

Anyway, long story short, I didn't know nearly as much as I do now. And I use Android as a mechanism to teach people not to be afraid of technology, because I was able to teach 70 year old grandmothers and other non techy types how to use their phones.

posted on 28 Jul 2011, 15:40

46. remixfa (Posts: 14080; Member since: 19 Dec 2008)


Taco, I can tell you for a fact that very few android models have a high return rate. For every 100 galaxyS or Sensation i sell.. i MIGHT get one back. Other phones like the optimus one have a 1 in 6 return rate or the G2X before the major update (unknown since then) had a really high return rate because it was flawed.
It depends on the device
I can also tell you that 90% or more of the android returns I get exchange them from a lower android to a premium android.

People go in trying to save a buck and realize its better to just spend the money and get the better device.

iOS doesnt have this issue since it doesnt sell devices for all ranges of handsets. So if you want a fair comparison compare premium androids like the GalaxyS to iphone4 (especially since the SGS and i4 are the same hardware) and that will give you a closer number to look at.

posted on 28 Jul 2011, 18:13

49. The_Miz (Posts: 1496; Member since: 06 Apr 2011)


Take what with a grain of salt? Is that a sign that you can't accept that consumers prefer the more user friendly and infinitely better iOS?

posted on 28 Jul 2011, 18:24

55. Sniggly (Posts: 7180; Member since: 05 Dec 2009)


No, more like a sign that even an idiot can tell that a 30 percent to forty percent return rate is so ludicrous that it couldn't be hidden from public view.

Do you literally have nothing else to do all day but troll?

posted on 29 Jul 2011, 02:52

59. The_Miz (Posts: 1496; Member since: 06 Apr 2011)


Lol, what's so ludicrous about it? People want a phone that's capable, apparently the Android isn't.

Lol, I'm a troll? That rich coming from the guys who constantly troll Apple articles

posted on 28 Jul 2011, 18:13

48. The_Miz (Posts: 1496; Member since: 06 Apr 2011)


Lol tell me about it. my cousin just got a Droid X2 but he absolutely hated it with all the crapware on it and the fact that Android sucked. I talked him into getting the iPhone 4, and couldn't have been any happier.

posted on 28 Jul 2011, 08:24 1

24. android_sucks (Posts: 111; Member since: 28 Jul 2011)


Why do android fans get so upset when it is pointed out that their OS is inferior and buggy? Don't get upset!!! Get a real phone with a real OS!!!! I am as techie as they get and I have 2 android devices that suck!!!! I am constantly having to do battery pulls and forced shutdowns because it freezes!!! A salesperson tried to convince me that all I need is an advanced task killer!!! WTHello!!!! As soon as I power on my Gtab, I have to run task killer. Please android fanboys, I'm begging you---stop taking it personal that Android Sucks!!!!! Just go and get yourselves a real phone with a real OS!!!! You know....like BB or dare I say ........i-Phone***** Enjoy!!!!

posted on 28 Jul 2011, 08:58 1

30. wassup (Posts: 565; Member since: 23 Jun 2011)


Why do iOS fans get so upset when it is pointed out that their OS is inferior and buggy? Don't get upset!!! Get a real phone with a real OS!!!! I am as techie as they get and I have 2 iOS devices that suck!!!! I am constantly having to do hard resets and downgrades because it freezes!!! A salesperson tried to convince me that all I need is an iPhone WTHello!!!! As soon as I power on my iPad, I have to run Jailbreak. Please apple fanboys, I'm begging you---stop taking it personal that iOS Sucks!!!!! Just go and get yourselves a real phone with a real OS!!!! You know....like BB or dare I say ........Galaxy S 2***** Enjoy!!!!

p.s, piss off dude, why can't you accept that iOS is restrictive. and is a feature phone OS?

posted on 28 Jul 2011, 18:15

50. The_Miz (Posts: 1496; Member since: 06 Apr 2011)


do yourself a favor and download a grammar app.

Lol, iOS is less restrictive than Android is. Android is locked down with locked bootloaders and unrootable phones. With iOS, it's bloody easy to jailbreak and customize.

posted on 26 Dec 2011, 11:47

61. robinrisk (unregistered)


please tell me how to jailbreak iOS5.

Locked bootloaders get unlocked within 2 weeks of the phone being launched.

posted on 28 Jul 2011, 08:37

25. Shawn (unregistered)


SOME Android phones SUCK and some are awesome.

posted on 28 Jul 2011, 08:56 1

29. droidnator (Posts: 87; Member since: 10 Mar 2011)


What a credible source - “a person familiar with the handset sales for numerous manufacturers”. I reckon that person is as familiar with handset sales as are all the crapple fanboys here. Who also happen to be illiterate!

Hello, can you rotten little apples read? Title says Returns for "SOME" handsets, not for all!

This surely applies to a small number of devices, which are probably low-end Android phones. No doubt the return rate of the high-ends like the Galaxy series phones, or the Droids is much much lower.

Again, the thing is, with Android, you have a choice. You don't like your low-end? Upgrade to a higher-end! There's a ton you can choose from! You can do that, because you HAVE A CHOICE! With iphone you are stuck with one device.

Saying a certain phone like Huawei Ideos can have a 30-40% return rate may be true (although I doubt it), but saying that ALL Android phones have a 40% return rate on average without being able to back it up is stupid.

posted on 28 Jul 2011, 09:14 1

33. derricob (Posts: 24; Member since: 18 Jul 2010)


They're probably counting trade-in programs too. Like how I "returned" my 6 month old Evo 4G, for a Evo 3D. Or the users "returning" their Samsung Fascinates for a Charge, X2, or Incredible 2.

And they're no restocking fees in most cases, like there is (or has been) for the iPhone. I know some users that would rather just deal with their iphone having limited features and wait for the next one, or an update, before getting another phone. With android I just just return it and pick from at least 4 other ones until I find the one for me.

posted on 28 Jul 2011, 09:34 1

35. JohnDroid (unregistered)


here's the issue... from a vzw point anyways... people come in and want a smartphone,,, they also dont want to spend any money... so they buy a 99 cent samsung gem, or motorola citrus... which are POS $.99 phones! then they return them... period... I work for Verizon and those are the pnly android phones that are ever returned.... ALSO... you cannot return an iPhone to a vzw store... all sales are final on iphone except from an Apple store.... this is a bs source....

posted on 28 Jul 2011, 09:57

38. Yo (unregistered)


If any product nears a return rate of nearly half it's not good no matter how high the number is. Something isn't right somewhere. I think it's either the consumers or people selling the phones to people before qualifying them. One android model may be better for someone than another.

posted on 28 Jul 2011, 10:35

39. box (unregistered)


Keep in mind the return rate might have something to do with a customer deciding to go with a different model, especially if a newer, more advanced model came out during thier buyer's remorse return period, something which doesn't affect apple products except once a year (at most)

posted on 28 Jul 2011, 10:40

40. WEBS (unregistered)


Just face it android sucks, and android fanboys suck even more.

posted on 28 Jul 2011, 11:39

42. URC (unregistered)


"Some Android devices?" Would these "some Android devices include the Citrus?" That thing should have a 100% return rate.

posted on 28 Jul 2011, 12:58

43. Majic007 (unregistered)


To the person who said you can only return an iPhone to an Apple store, is that a Verizon policy or simply not knowing your company's return policy or just a trolling comment against Apple? The reason I ask this is when I purchased my iPhone at AT&T I was able to return or exchange my iPhone at the store of purchase (AT&T) within my alotted return / exchange window. Anything after 30 days was then to go through Apple.. So to say once you purchase an iPhone it has to be returned to an Apple store is either false or just BS because I can't believe VZ would not have the same policy as att would and allow you to return it at a VZ store within it's standard return window. Now if you work for a wireless dealer then that's a different story not to mention your return policy sucks. Buy here but return there. If I miss-interpreted your comment I apologize.

posted on 28 Jul 2011, 14:43

44. kid.wonderbread (Posts: 38; Member since: 16 Dec 2009)


Here's the story I believe...

http://www.bgr.com/2011/07/28/40-of-android-phones-are-returned-absolutely-ridiculous/

posted on 28 Jul 2011, 14:54

45. gallitoking (Posts: 4690; Member since: 17 May 2011)


That's the story U want to believe... and the reason will leave it up to you....

posted on 28 Jul 2011, 16:52

47. Sniggly (Posts: 7180; Member since: 05 Dec 2009)


Well, instead of TechCrunch consulting only one source and then calling the article "Android's dirty little secret,"and BGR consulted many sources who all corroborated each other. Furthermore, the BGR article pointed out how ludicrous the story was, as the losses from such return rates would bankrupt any business that suffered them, which clearly isn't happening with the various Android manufacturers right now.

posted on 28 Jul 2011, 18:17

52. gallitoking (Posts: 4690; Member since: 17 May 2011)


Hi Sniggly.. my point is that you wil find soo much things on the internet... and because is open source..(Android) sorry it just came to me... there is lots of junk on there... bottom line if you like your phone ..good and if you dont.. there are options out there regarding of OS... I love Motto but there is a place in my heart for Apple.. and I defend Motto and Apple... because i belive in that...

posted on 28 Jul 2011, 20:45

56. who (unregistered)


anyone think that the exchanged for a different android model? really come on now....

posted on 29 Jul 2011, 02:56

60. The_Miz (Posts: 1496; Member since: 06 Apr 2011)


Lol at all the denial on this article.

* Some comments have been hidden, because they don't meet the discussions rules.

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