Mobile Device Support Diagnostics to Reduce No-Fault-Found Returns
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Solution Overview
Problem
The issue of 'No Fault Found' (NFF) returns in mobile devices due to non-hardware issues, such as poorly behaving or incompatible applications, leading to financial burdens and reduced profit margins for industry providers and increased costs for consumers.
Innovation Solution
A system and method for providing mobile device support services, including diagnostic and repair services, which utilize a mobile device support apparatus and mobile application controller to monitor device status, perform diagnostics, and provide solutions to address non-hardware issues, such as identifying and removing malicious applications, resolving conflicts, and escalating to customer service when necessary.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If mobile device support services provide comprehensive diagnostics and repair services to resolve non-hardware issues, then the occurrence of NFF returns is reduced, but the system complexity and service cost increase
Solution Approach 1:
The mobile device support apparatus enables devices to self-diagnose and self-report issues by automatically collecting device status data, performing diagnostics, and communicating problems to the support system without requiring manual user intervention or complex human analysis for every case
Solution Approach 2:
The mobile device support apparatus acts as an intermediary system between mobile devices and customer service operators, automatically processing diagnostics and filtering issues before human intervention is needed, thereby reducing unnecessary NFF returns while managing system complexity
2Productivity
If mobile device support services implement automated diagnostics and solution provision, then service efficiency and customer satisfaction improve, but the initial service setup and infrastructure costs increase
Solution Approach 1:
The mobile device support apparatus performs preliminary automated diagnostics and solution provision before issues escalate to hardware failures or customer service escalation, addressing problems early when they are easier and more cost-effective to resolve
Solution Approach 2:
The system replaces manual customer service intervention with automated electronic diagnostics and solution delivery through the mobile device support apparatus, reducing the need for human labor while managing infrastructure requirements
Data Source
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AI summary
A method is provided for providing mobile device support services. The method may include monitoring a mobile device status. The method may additionally include performing device diagnostics based at least in part on captured device status data to identify potential faults that may affect mobile device functionality. A corresponding system, apparatus, and computer program product are also provided.