iPhone 5 returns way higher than Nokia Lumia or Samsung Galaxy

iPhone 5 and Lumia 920

One of the biggest retailers in Finland, Verkkokauppa.com, has in a rare move revealed the service and return rates for all different products that it sells. This also makes it possible to compare the maintenance and return ratios for different smartphones.

”Now Verkkokauppa.com customers can evaluate products before they buy the products as collected maintenance and return ratios can help. We have published a fully transparent service statistics and rates of return. The information published now is collected from Verkkokauppa.com’s own systems that collect data and they are constantly fully up to date. We believe that this will increase the customer’s ability to make good and thoughtful conclusions about the product he wants to buy, ”says Mikko Dunderfelt Verkkokauppa.com’s head of service operations.

At the same time Verkkokauppa.com released 13 000 customer reviews written by people who have purchased the product on their website. ”Top brands in our customers minds include Samsung, Apple, and Electrolux, ”says Verkkokauppa.com’s e-commerce and marketing director Esa Hjerppe.

In the last six months that Verkkokauppa.com has monitored, the most returned product was Eizo FlexScan S1902SH-BK 19” LCD display and the product most in service was MSI Z68A-GD65 motherboard.

Unfortunately Verkkokauppa.com itself does not publish its own summaries of their most-serviced or returned products. Details can be found only on individual product pages.

Mobiili.fi gathered information regarding latest Apple, Nokia, and Samsung top smartphones: the data we collected from Verkkokauppa.com can be found below in the table. The table shows the information provided by Verkkokauppa.com for each product, listing their service and return ratios in relation to the sold equipment.

The data shows that Apple’s iPhone 5 is returned to much more than the others. On the other hand the service ratio for iPhones is lower.

”The only possible conclusion is that the customers are on average less satisfied with iPhone than with Lumia or Samsung’s Galaxy. We don’t research the reasons why people return their phones”, Samuli Seppälä, the founder and CEO of Verkkokauppa.com comments on the data.

Of course, the data found below reflects only event that have occurred through Verkkokauppa.com’s service and return operations. Depending on manufacturer, maintenance and repairs can also be done through other alternative channels. In addition, it should be noted that as usually, the reliability of statistics strongly depend on for example sample size. Verkkokauppa.com doesn’t show information related to products that they view they have not sold enough for statistical signifance but they do not disclose the exact sample sizes related to different products.

Statistics from Verkkokauppa.com. Ratios of service events and returns compared to sales. April 2nd, 2013.