As the 5G network becomes more and more mature, the popularity of 5G mobile phones is also getting higher and higher, and mobile phones have become an indispensable information center and data center in the daily lives of most people, so once the quality of mobile phones has quality problems, it will have a chain impact on the user's life and work, and some are even devastating.
International research agency Counterpoint pointed out that since 2021, the global mobile phone increment has slowed down as a whole, the average replacement cycle of users has exceeded 31 months, the market has gradually entered the era of stock, and users have paid more and more attention to the quality of mobile phones.
On the occasion of the "3·15" International Consumer Rights Day in 2022, the Swan Award Research Group sorted out and summarized the problems related to the quality of mobile phones and after-sales services that the market focused on feedback in the past year based on market regulators, third-party complaint platforms, Jingdong e-commerce platforms, brand after-sales service centers, and user feedback, and at the same time evaluated the red and black lists of mainstream mobile phone brands on the market, and publicized the brands with excellent after-sales performance.
Screen issues
In this survey, the mobile phone screen problem is one of the problems with the most user feedback and complaints, and the main problems are jelly screen, yin and yang screen, green screen, burning screen, screen leakage, screen dead spot, splash screen, black screen, broken screen, warp screen, touch failure, etc.
Schematic diagram of apple phone jelly screen case
In this survey, the highest complaint rate is the frequent occurrence of jelly screen problems in recent years, industry insiders said that the jelly screen situation is frequent, and in recent years, major mobile phone brands continue to compete in the new LCD screen material and competition refresh rate, screen technology is changing with each passing day, in the screen tuning and product control slight omission, there will be such problems. The yin-yang screen problem is also a screen problem with a high complaint rate, and such problems mainly occur on low-end mobile phones that use LCD screens. Due to the large overall base of low-end mobile phones in the domestic market, the yin-yang screen problem is still frequent, and the main reason for such problems is that the quality control of some small and medium-sized brands is not passed.
Complaints about the damaged rear screen of one plus 10Pro (source: JD platform)
The battery is the problem
Battery is in addition to the screen complaint dispute cases one of the most problems, with the use of 5G mobile phone screen is getting bigger and bigger, the use of chip energy consumption is getting higher and higher, battery capacity with the increase in mobile phone power consumption is getting larger and larger, while causing more and more problems, the more common battery problems include battery life is too short, the battery can not charge, battery drum, etc., the more rare also includes battery explosion and battery explosion and other extreme quality problems. At the same time, the introduction of flash charging technology also increases the probability of battery problems, the current flash charging technology mainstream relies on high-power technology to achieve, it is easy to cause the whole phone to heat up, and some mobile phone products once the heat dissipation technology is not passed, the direct result in addition to the acceleration of power consumption, it may lead to problems such as battery drums, more serious is to lead to battery deflagration or explosion.
Schematic diagram of the Apple mobile phone battery drum pack case
Functional issues
There are many reasons for the problem of mobile phone function, intuitively manifested as mobile phone system caton, mobile phone unlimited restart, mobile phone white screen, mobile phone black screen, noise in the call, camera can not be used, shooting delay, GPS positioning is slow, easy to crash, can not charge, large heat, short battery life, brightness adjustment failure, volume adjustment failure, etc., part of the problem is caused by the software and hardware design defects of the mobile phone itself, more is because of the internal components of the mobile phone solder joints fall off or contact problems, Since the domestic mainstream brands have established a relatively complete product after-sales service mechanism, such problems can basically be properly solved, so complaints about functional issues on third-party platforms show a downward trend compared with the same period in 2021.
Schematic diagram of the white screen case of Apple mobile phone (source: Sina Black Cat Complaint Platform)
The problem follows the accessory
Accessories are the focus of product marketing of mobile phone brands, with a sense of science and technology, practical accessories can increase the product selling point, product premium space, but improper operation will also become the hardest hit area of user complaints, less missed accessories in the Swan Award research group research from time to time found, and the ensuing problems also include the replacement accessories are not timely, the replacement accessories are not new, the replacement accessories are damaged and a series of follow-up problems, in addition, the accessories that are attached, such as wireless headphones can not match the mobile phone, wireless headphones damaged, The damage of the charger and the inability of the attached mobile phone case to be closely integrated with the fuselage will become an important reason for increasing the complaint rate and reducing the evaluation of mobile phone products.
The problem follows the motherboard
Although the motherboard is the core component of the mobile phone, the motherboard-related problems are hidden problems, and the more common disputes include the burning of the motherboard and the failure of the motherboard leading to functional problems. Motherboard burning is the most intuitive kind of motherboard failure, because the cause of the failure is clear, so there are relatively many complaints, there are many reasons for the motherboard burning, such as the process design problem of the mobile phone product itself, there may be a user illegal operation charging, it may also be that the product falls caused by the motherboard short circuit circuit break, in addition, the mobile phone because of the large heat caused by the motherboard solder joint desoldering, the battery drum squeeze the motherboard, etc. will lead to the motherboard burning.
Schematic diagram of Apple mobile phone motherboard replacement case
Schematic diagram of Apple mobile phone motherboard damage complaint case (source: Sina Black Cat Complaint Platform)
Cosmetic issues
With the increasing maturity of the mobile phone shell and assembly process, the appearance problem has shown a downward trend over the years, but in the data collected by the Swan Award research group, there are still many complaints about the problem of the whole machine, mainly including the problems of the shell painting and the large seams of the fuselage. The shell is painted, and the paint loss occurs in the new machine without bumping, which appears in the complaints of a small number of users, mostly for the problem of the assembly process, and partly for physical damage during transportation. Some brands of products will have too large front and rear panel seams, or the screen and middle frame seams are too large, excluding the physical collision causes caused by the transportation process, almost all of which are problems with the assembly process.
Apple mobile phone shell paint complaint (source: Jingdong platform)
After-sales issues
Although the after-sales problem has nothing to do with the mobile phone product itself, it has become a hard-hit area that affects the user experience and triggers massive complaints. According to the statistics of a third-party complaint platform, of the 1463 complaints about a brand in the week of February, 897 complaints were caused by after-sales problems, mainly focusing on the sale of mobile phones just bought, the inability to refund in time, the lack of online shopping officially promised gifts, poor official customer service attitude, and untimely official logistics, etc. Such complaints have an increasing trend compared with the same period in 2021.
epilogue
In response to the results of this survey, Sun Qi, a specially invited expert of the Ninth Mobile Phone Design Competition and deputy general manager of BCI Communication Research, said in an interview: "At present, mainstream brands have a complete system in terms of quality to ensure user satisfaction, but the market focus has changed, the after-sales service guarantee and service standardization of mobile phones have become a new focus, and how brands can make users perceive mobile phone after-sales service standards has become a new work direction." Undoubtedly, mobile phone quality and after-sales service is becoming the focus of competition in the new stage of mobile phone manufacturers, who are careful, service is the "touchstone".