As annoying as it is, the bitter truth of technology is that our phones are breaking down in one way or another. The first solution we resort to after the breakdown of phones, which have an undeniable place in both our personal and professional lives, is not to buy a new phone, but to send our broken phone to an authorized service for repair, thanks to the economy.
However, we have to admit that the time between the moment we send our phone to the service and the moment our repaired phone reaches us again can be a very stressful and unpleasant process. So, what does a customer whose phone breaks down and sends his device for repair actually want? A study by Complaintvar reveals the answer to this question.
Customers whose phones are broken are actually waiting for an ‘explanation’
According to the research conducted by Complaintvar based on the complaints made on the site, people whose phones are broken actually expect an ‘explanation’ from the company or authorized service rather than having their phones repaired, contrary to what is expected.
Accordingly, the number of customers waiting for any explanation; far more than the number of customers waiting for repair, replacement, refund or damage compensation. The number of customers who want to cancel an order or service stands out as the least.
Here are the solution expectations of customers whose phones are broken according to the complaints made in Complaintvar.
- Pending reply or explanation: 23.2%
- Pending repair or fix: 21.7%
- Pending change: 19.9%
- Pending refund: 14.2%
- Pending apology: 9.1%
- Pending loss or damage compensation: 7%
- Pending delivery: 3.5%
- Order/service cancellation requests: 1.3%
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