Sony Ericsson managing director Nathan Vautier on combating the problem of returns and quality control
Sony Ericsson’s flagship phones have been returning at an alarming rate over the past year.
Four out of 10 handets have been reported as faulty for some models, and the C905 is its most recent casualty.
In 2008, mass recalls on flagship devices, the K850i, W910i and C902, prompted operators to seek considerable compensation from Sony Ericsson.
Retail chiefs and store staff have said they are losing confidence in the manufacturer, amid concerns that selling Sony Ericsson devices will result in phones being returned by angry customers.
In March, Mobile reported that software freezing and speaker faults on the eight-megapixel camera device, the C905, were responsible for returns as high as 30% in some areas.
In April, when the figure of returned handsets grew to four out of 10, retailers and operators said they would take a more rigorous stance on the manufacturer’s product range in 2009, and would not be afraid to refuse flagship handsets if there were doubts on quality.
It has been a baptism of fire for Sony Ericsson’s new UK managing director, Nathan Vautier, who is gallantly tackling the issue head-on.
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