According To You, Apple's Smartphones Are More Reliable Than Samsung's

There's no shortage of photos of iPhones with cracked glass, so you might assume the device is the delicate flower of the smartphone world. Not according to troubleshooting site FixYa, which, using its database of support request as a data source, has determined it's actually the most reliable.

As VentureBeat's John Koetsier details, FixYa combed through 720,000 requests -- a decent sample size if there ever was one -- and matched this data to market share using StatCounter as a source.

Based on these statistics, Apple came in first, with 74,163 issues and a market share of 26 per cent, while Samsung came in second, with 187,520 issues and 23 per cent market share. Nokia and Motorola also make an appearance -- their stats can be found here.

FixYa went to the trouble of tallying the types of problems for each manufacturer. At 35 per cent, battery life is the number one issue for Apple, with "a lack of new features" coming second at 20 per cent -- though I'm not sure if you could classify that as support-related.

For Samsung, it's all about the audio, with a massive 40 per cent having problems with microphones, while the next highest is "speaker issues" at 20 per cent.

Motorola's thorn is preinstalled apps and the touchscreen, while Nokia seems to have trouble with system lag and a poor selection of apps -- again, not really a support issue.

So, no phone is perfect, but according to the masses, Apple's is the closest... as long as the battery doesn't die on you at an inopportune time.

[VentureBeat]

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Comments

    Seems like obvious clickbait to me... really, really obvious.
    And yet, I still clicked.
    More fool me.

    Actually seems to reflect reality IMHO. There's plenty of things to dislike about Apple, but there's no denying their products generally have excellent build quality and perform reliably. The locked-down, more basic nature of iOS (and the fact that there are only a few iPhone models to cater for) also means its easier for Apple to keep iOS running smoothly. One of the few pros to a closed system and extreme sandboxing.

      Agree I don't like apple but can't deny that they're a quality bit of gear. Took 9 days to crack the screen on my s3.

        I'm not so sure. I agree in general Apple tend to be high quality, but there's one thing I think people are discounting here. Many people buy an iPhone who have no clue about Tech. Its cliched but true. Therefore many of them won't try to fix it if it goes wrong.

        And besides, many people have Apple Care and just take it back.

        I don't think this is indicative of reliability. Just the sort of people who use iPhone's (ie predominantly less DIY fix it people)

          First thing that went through my head too! When the 'lock' button stopped working on my iPhone I instantly pulled it apart and it never worked again, haha (and I'm now a happy S3 owner!). When the same button stopped working on my girlfriends iPhone and again on one of my co-workers iPhone's they just replaced them.

          The smartphone for dummies

          Sorry, but the comment about people who buy one particular 'model' of technology tend to not be tech savvy is a crock.

          It's a bit like saying people who buy Ford motor cars are less likely to know how to change the manifold to those who buy Alpha Romeos (Or any differing brands of car).

          The complexity of cars these days, you'd find very few people with the tools, skills or care factor to learn how to replace a window screen (a relatively simple task), same goes for a phone - just pay someone else a nominal amount to do a professional job for you.

          And, apart from swapping parts out or waiting for an OS update, how much is there that you (people in general) could actually 'fix'?

          With modern manufacturing processes moving forward in leaps and bounds these days, the over-all quality is amazing to the phone devices produced 15+ years ago. Going back to cars, they're not all the same either; some manufactures will put more care and attention into the design, quality and placement of the, for example, cup holder than others. I think Apple (no I'm not a die hard fanboy) do an excellent job consistently compared to a number of other phone manufacturers.

            We could argue about this all day, but Apples marketing campaign is basically "let us do he thinking for you". There's nothing wrong with that, but people who are attracted by such a campaign are not going to search for solutions to problems on a tech site. They are going to take it back to Apple because they don't want to deal with it (rather than they can't). I think a better way of interpreting the results is not that Apples build quality is better, it's that they provide a better service if things go wrong.

            Typed on my iPad by the way.

              Couldn't have said it better thom. Apple's support is pretty much second to none. Their build quality is basically just like any top brand- mostly decent but with some quality issues. Their support makes up for it. Doesn't make the products better built, IMO. That's how I read this analysis.

        I've had my S3 for 5 months or so now and I dont even have a single scratch on it. You just gotta know how to actually care for and protect the damn thing.

          I would have though I did seen I have never cracked a screen before and some of my olderphines when nearing their end of lide I tend to treat with utter disrespect. Though trawling through google their fragility seems a common issue.

            Well the phone is a essentially just a giant screen, you cant expect it to take abuse like a Nokia 3310/3315.

    Samsung's market share is larger than Apple's with smartphones, but we'll ignore that for now.

    This is weak correlation. Stats can be fun, but if you've spent any real time working with customer service data, you quickly notice that the number of complaints is less connected to the quality of the product and more connected to the culture of your consumer base. You could say Apple is more reliable, or you could say Samsung customers are more likely to complain about anything less than perfection. Likewise, you could say Apple devices are objectively more satisfying, or you could say that Android users have higher expectations from their open platform.

    Complaint statistics can be useful for comparing customer satisfaction between multiple products in the same consumer base, but they're mostly useless for comparing products across different consumer bases.

      So - Samsung Smartphones and iPhones now coming from different consumer bases? Riiight.

      Nothing to do with Samsung selling loads of low end android phones?

        Consumers of Apple (iOS) and Android devices are different, yes. Each product is targeted at a different audience, despite their similarities, and I don't think it's that hard to see that there's a pretty big cultural difference between what you might consider core Apple consumers and core Android consumers.

    Yesterday I was at my local shopping centre. Waiting for wifey near one of those kiosks that fix broken glass in mobile devices. They were working on an iPad and had 4 iPhones lined up. No other brands were apparent.

    Maybe Apple users don't look to FixYa for repairing their busted devices. They either go to an Apple store or find these little kiosks more convenient (those guys must be getting filthy rich... and all thanks to the iPhone (the 4th gen having glass on both sides = $WIN$).

      well your study seems a lot more thorough than the 720 000 requests that Fixya are working off lol. PS the back glass on an iPhone 4 can be had for $5 on ebay so anyone paying $50+ to get it fixed at a kiosk doesn't have Apple to blame but there own chumpness.

        He does have a point though. Fixya is only working off data from their own database, which is completely subjective. Maybe there really aren't that many Apple users that also use Fixya. There's too much noise to the signal to make any conclusion other than 'hey look, numbers'.

          Yeah that's true, I know for Apple products I always go to iFixit as I'm sure a lot of others would since it has such a comprehensive list of how-to guides to do just about anything you want.

    More reliable maybe, until you drop it.

      Dude on the block just dropped his down a chimney and it was working fine with no cracks, so on that survey of one it turns out iPhones are indestructible.

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