If you own an iPhone, you’re more likely to get a quick answer from tech support compared to Android and BlackBerry users, which require much more hand-holding, a Friday report suggests.
The best tech support calls are the shortest, both for the user and the handset maker. Analytics firm ClickFox found most iPhone problems can be solved in one call. However, 77 percent of Android users require multiple steps and transfers from agents spanning several calls. BlackBerry users don’t have it much easier, needing multiple steps 37 percent of the time.
Why? An iPhone is an iPhone, since they all have one source: Apple. Android phones, by contrast, are a hodgepodge of custom-tailored installations coming from a half-dozen manufacturers. It could be akin to buying a Mustang from Ford and a Mustang from six different car makers – it’ll take longer for your corner mechanic to understand how all those non-Ford autos are put together.
BlackBerry doesn’t have the same problem, but there are still way more hardware variations than with the iPhone. Complicating matters, BlackBerries also need to play nice with corporate intranets and enterprise deployments. That degree of convolution equals a lot more time per call on average.
Naturally, all that extra time means more money. Android users pay $97 million more while BlackBerry owners’ bill is $46 million higher. If you are a company footing the tech support bill, its another reason to pick the iPhone over Android or BlackBerry.
