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If you have a smart appliance or a robot vacuum cleaner, have you experienced any problems with it?
If you did encounter technical issues, you’re not alone. According to recent research from Parks Associates’ Shifting Support Needs: Opportunities for Remote Solutions, one-third of smart home device owners report having technical problems within the last 12 months.
What are these technical problems? Loss of wireless connectivity and unresponsive devices are some of the issues reported. The report tracked consumer experience with connected devices and highlighted specific pain points with leading product categories throughout the consumer journey, from purchase to ongoing use.
The report said that around 20% of smart home device owners reported having a smart home device installed by the company that sold them. Sixteen percent (16%) said that a contractor set up their device for them. The reason smart home device makers do this is to keep the costs of acquiring one low. Some intelligent home devices even require you to assembly one.
Interestingly, the consumer study also revealed that 65% of consumers who self-installed their smart home devices prefer to self-install devices in the future.
The research also found that more people experienced technical problems, doubling since 2018. Thirty-four percent (34%) of smart home device owners experiencing at least one technical issue within the last 12 months.
Smart home device makers need to improve product quality and provide in-home support. Social media technical support and online chat are the easiest ways to reach out and handle these growing pains.
But even if manufacturers can field tech support teams to help consumers, 45% of them are hesitant to allow technicians into their home.
While the study was made in the US, it may reflect the current worldwide market trend. It could potentially hamper smart home device growth if it’s not addressed immediately.
Here’s hoping that we see improved product and service quality. Stay tuned for more details.
For more information about the report, please click here.