5/12/2009 3:01:00 PM
Sony Ericsson managing director responds to returns issues
Sony Ericsson has overhauled handset design from the base level and is taking quality issues ‘very seriously’, according to managing director Nathan Vautier.
He outlined the manufacturer’s short term and long term goals, following mass recalls on flagship handsets over the last year, in an exclusive interview with Mobile.
Vautier said: ‘It is important to accept that we have had some unacceptable issues over quality on some products in the UK, and have gone from one of the strongest manufacturers to a much weaker position.’
In 2008, mass recalls on flagship devices, the K850i, W910i and C902 prompted operators to seek compensation from Sony Ericsson.
In March this year, it was revealed that software freezing and speaker faults on the C905 camera device were responsible for returns as high as 30%.
Vautier said the manufacturer has now implemented ‘Fota’ over the flash software so users can solve the problem themselves, and there is also a dedicated call centre for specialised products such as the Cyber-shot.
Meanwhile, the company is looking at R&D and design, and is carrying out rigorous testing on components before it makes new models available.
Vautier said: ‘It has been a painful learning experience. No one launches a product without wanting it to be a success.’
See this week’s Mobile for full Nathan Vautier interview.