Apart from actual faults, another major concern in today’s mobile devices and electronics industry is the “No Fault Found” (NFF) issue. This occurs when consumers return devices that are then re-certified as operational at factory level.
Testing at point of sale and offering a first touch solution provides the only valid proof of operational functionality in front of the consumer. Having this option is key for face to face retailers who are commonly best positioned to explain the nature of the failure.
Processing a “No Fault Found” usually means a waste of resources, compromises the confidence in the product, and creates a high level of customer dissatisfaction. That’s why an accurate and trustable diagnostic is critical to keep customers happy and minimize any potential reverse logistic cost.
Some facts & numbers
- The impact of NFF within the mobile industry consist of the combined cost of administration, shipping and refurbishment charges, divided between the carrier, manufacturer and retailer.
- The estimated average cost is 150$ per item returned.
- The World Data System (WDS) global report states that 14.3% of mobile handsets are returned as faulty within the first year of purchase by the consumer. Approximately 63% of these returns have been made with no detectable faults.
- NFF occurrence in consumer electronics is growing every year, mainly due to the increasing sophistication of the components and the complexity of the user interface.
- Other similar terms to NFF are False Alarm (FA), Cannot Duplicate (CNDs), Retest OK (RTOK) and Intermittent Failure.