DOCUMENT 1 FOI 24/25-1491
Research – Lifespan of Communication Devices
Research Brief
What is the average or expected lifespan for the following dedicated communication devices (as broken down under supplier):
Supplier ‐ Liberator Liberator Rugged 8 Accent 800 Accent 1000 Accent 1400 Nova Chat 5 Nova Chat 8 Nova Chat 10 Nova Chat 12
Supplier ‐ Zyteq Tellus 5 Intelligaze Tellus 5 Tellus i5 Grid Pad 12 Grid Pad 15 Grid Pad Eye 12 Grid Pad Eye 15 Lightwriter SL50 Alora 2 Eyegaze 17
Supplier ‐ Link Assistive Tobii Dynavox I‐110 Tobii Dynavox Indi 10 Tobii Dynavox Indi 7 Tobii Dynavox Eye KMobile Plus Access Tobii Dynavox Eye Mobile 5 Tobii Dynavox PC Eye 5 Tobii Dynavox I‐13 Tobii Dynvox I‐ 16 iPad Speech Case
How is the lifespan of a dedicated communication device determined by a supplier or otherwise? ie. what are the main factors involved for consideration and what impact do these have?
Where can you go to find reliable information on the lifespan of a device since suppliers only provide information on warranty lengths and not on device lifespan?
Why are there discrepancies in the length of warranties on an international level for devices that are coming from the same factory? E.g. US warranties are often for 5 years, while in Australia they are only 3 years.
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Date 19 February 2021
s22(1)(a)(ii) - ir Requester(s) Lili – (Senior Technical Advisor ‐TAB)
s22(1)(a)(ii) - i Researcher Craig (Tactical Research Advisor – TAB/AAT)
s22(1)(a)(ii) - irrelev Cleared Jane (Research Team Leader ‐ TAB)
Please note:
The research and literature reviews collated by our TAB Research Team are not to be shared external to the Branch. These are for internal TAB use only and are intended to assist our advisors with their reasonable and necessary decision‐making.
Delegates have access to a wide variety of comprehensive guidance material. If Delegates require further information on access or planning matters they are to call the TAPS line for advice.
The Research Team are unable to ensure that the information listed below provides an accurate & up‐to‐date snapshot of these matters.
1 Contents
2 Summary ……………………………………………………………………………………………………………………….. 3
3 How the lifespan of a dedicated communication device is determined …………………………………. 3
3.1 Engineering …………………………………………………………………………………………………………….. 3
3.2 Mobile Phones ………………………………………………………………………………………………………… 4
3.3 Other Devices (Desktops, Laptops and Tablets) …………………………………………………………… 4
3.4 Suppliers comments …………………………………………………………………………………………………. 4
4 Accessing information on the lifespan of a communication device ……………………………………….. 5
5 Communication Device Warranties …………………………………………………………………………………… 6
5.1 Suppliers warranty information by product ………………………………………………………………… 6
5.2 Suppliers warranty information general terms ……………………………………………………………. 8
5.3 Discrepancies in the length of warranties outside Australia ………………………………………….. 8
6 References …………………………………………………………………………………………………………………….. 9
7 Appendix: Suppliers response to expected lifespan of devices ……………………………………………. 10
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2 Summary
All suppliers referenced in the research brief were contacted via email asking them to comment on the lifespan of their products. Their responses are provided in the Appendix.
Research indicates that a supplier cannot determine lifespan, although they may have an “expectation” of lifespan
All suppliers asserted that the lifespan of a device could not be determined, and that there were many variables which impacted lifespan
No reliable information or data on the lifespan of a device could be sourced
There is no point of reference to obtain reliable information on the lifespan of a device
Academic research on the lifespan of a device is limited, and that which could be sourced is dated, and mainly focused on mobile phones end of life with regard to waste management. o It is difficult to compare mobile phone devices to other communication devices such as those listed in this paper where their operating system is largely based on tablet/surface pro type devices, and where treatment and use by the target user could be seen as robust
All suppliers offer warranties in line with Australian Consumer Law [1], and all offer additional warranty support for an additional cost. Liberator Pty Ltd appears to offer better no cost warranty support in terms of duration and replacement guarantees, as well as quality and variable additional warranty packages at cost
Discrepancies relating to length of warranty between different countries for devices manufactured in the same factory could not be found
3 How the lifespan of a dedicated communication device is determined
The lifespan of a dedicated communication device cannot be precisely determined. There are many variables which can impact the lifespan of a device, and they can be broadly placed into two areas:
usage environment, usage patterns, and how they are treated by the user Engineering/product design
3.1 Engineering
A recurring theme in the literature sourced is that communication devices are engineered not to last. Although focusing on mobile phones, University of Sydney Professor of Media and
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Communications Gerard Goggin, suggested that technology companies across a range of consumer goods were increasingly using the “built‐in obsolescence” tactic, so manufacturers could “flog” another product, and that there is a sense in which the built‐in obsolescence in devices is shorter than usual [2]. Consumer behaviour is also due to fashion trends, which are often planned by manufacturers, and has led to exponential mobile phone sales [3, 4].
3.2 Mobile Phones
A 2012 study investigating the sustainability of mobile phone use, suggested that in the last twenty years, there has been a sharp increase in the consumption of commodities with a short life‐cycle which is especially true for electronic equipment such as mobile phones [3]. “The short lifespan, which is due to continually substituting obsolete equipment with newer and more innovative models, has stimulated the growth in sales of these electronic goods” [3].
An Australian study utilised statistical and empirical data on mobile phones between 1997‐2014 to estimate product in‐use stocks and flows, product lifespan and lifespan structure, as well as to detail the product age structure in stock and at the end of life [5]. The study found that the average expected lifespan for a mobile phone sold in Australia decreased from about six years in the late 1990s to about five years in the early 2000s, and then stabilised at around four years (±0.5 years). The average time of active use for mobile phones was estimated in the range of 2.0 to 2.6 years (which includes first use and reuse). The estimated lifespan profile for mobile phones in Australia has been confirmed to be relatively similar to that reported in Japan [5].
3.3 Other Devices (Desktops, Laptops and Tablets)
Much of the operating technology of products referenced in this paper utilize a Windows based system. No academic research could be sourced on this subject, and there is very little other information available with regard to the lifespan of computer tablets, other than that of the popular user experience forum and electronic enthusiast type websites, for example Reddit and Quora. Interestingly, scanning across multiple pages of this information, there is a recurring theme from users’ experience that their tablets last between two‐to‐three years.
Empower IT, an Australian information technology company which provides managed IT services, cloud computing, mobile device management and software services to businesses in Australia, have suggested that in their experience, the average lifespan of a desktop computer is around three years. While many computers can remain operational several years after their projected lifespan, the accumulation of files, software, and updates takes a toll on the hardware. They also suggest that laptops have an even shorter lifespan of two‐to‐three years [6].
3.4 Suppliers comments
As the Director of Liberator Pty Ltd has suggested, it is difficult to provide a definite answer on the lifespan of a device. The company did testing which deliberately targeted clients known to be
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particularly rough and tough with AAC devices, and they have come to the conclusion that “Liberator’s expectation is that most of the devices supplied will have a lifespan of 3 years, with many functioning for up to 5 years” (See Appendix).
Similarly, the General Manager of Zyteq Pty Ltd has suggested that “the average or expected lifespan of a speech generating device is a very difficult, if not impossible, question to answer as it is highly user dependent. Additionally, it can be impacted by changes in the third party technology such as changes to the Windows operating systems. There is no clear average lifespan of a device, but variation in lifespan based on the individual user’s needs, patterns of usage for the individual user and the environment in which the device is used” (See Appendix).
Zyteq also suggests that “wear and tear by a user on an individual machine may mean that it is has a reduced lifespan when compared with another user”. For example, factors such as
Heavy use for 8‐10 hours+ per day Being transported between home and education/work settings on a variety of modes of transport Having the device supported by a range of different and sometimes changing support team members Device user’s preference for carrying, using or not using a mounting system Not having a safe system of transport
“In circumstances where there is a combination of these factors may mean a device will need more maintenance and repair and have a shorter lifespan” (See Appendix).
Zyteq also suggests that the change of needs for a specific user pattern effects lifespan. For example, “there is need for a change in access method, the user’s pattern of usage has changed such as improved usage and now need a different device or communication with better, older devices do not support new needs” (See Appendix).
IT Support & Repair Specialist for Link Assistive Pty Ltd, has suggested that 4‐5 years is the usual lifespan for its devices, and with the product utilising the windows Surface Pro (part of the EyeMobile package) lifespan would lean more to 4 years (See Appendix).
The Managing Director of Link Assistive Pty Ltd, suggests that lifespan of devices is dependent on user and usage, and also makes reference to the engineering of the device suggesting that “some of the devices at a lower price point are not as robust as some of the purpose‐built solutions like the I‐ 13. For instance an EyeMobile 5 solution for an individual with Cerebral Palsy who has siblings and goes to school, will have a short lifespan as it’s not robust” (See Appendix).
4 Accessing information on the lifespan of a communication device
There is no point of reference to obtain reliable information on the lifespan of a device.
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5 Communication Device Warranties
5.1 Suppliers warranty information by product
The table below gives warranty information per product by supplier, and where given, the supplier’s considered lifespan of the product.
Considered Device Name & Link to Warranty Lifespan given by Supplier Warranty Notes Product (Yrs) Supplier (See Appendix) Liberator Rugged 8 3 Includes physical damage Not given & battery replacement PLUS free return freight for repairs Accent 800 3 Includes physical damage Not given & battery replacement PLUS free return freight for repairs Accent 1000 3 Includes physical damage Not given & battery replacement PLUS free return freight for repairs Accent 1400 3 Includes physical damage Not given & battery replacement PLUS free return freight for repairs Nova Chat 5 3 Includes physical damage Not given Liberator & battery replacement PLUS free return freight for repairs Nova Chat 8 3 Includes physical damage Not given & battery replacement PLUS free return freight for repairs Nova Chat 10 3 Includes physical damage Not given & battery replacement PLUS free return freight for repairs Nova Chat 12 3 Includes physical damage Not given & battery replacement PLUS free return freight for repairs Tellus 5 Intelligaze 2 From the date of shipment Type and talk AAC from the factory devices ‐ 5‐7+ lifespan Tellus 5 2 From the date of shipment Type and talk AAC from the factory devices ‐ 5‐7+ lifespan Tellus i5 2 From the date of shipment Type and talk AAC Zyteq from the factory devices ‐ 5‐7+ lifespan Grid Pad 12 2 From the date of shipment Type and talk AAC from the factory devices ‐ 5‐7+ lifespan
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Considered Device Name & Link to Warranty Lifespan given by Supplier Warranty Notes Product (Yrs) Supplier (See Appendix) Grid Pad 15 2 From the date of shipment Type and talk AAC from the factory devices ‐ 5‐7+ lifespan Grid Pad Eye 12 2 From the date of shipment Type and talk AAC from the factory devices ‐ 5‐7+ lifespan Grid Pad Eye 15 2 From the date of shipment Type and talk AAC from the factory devices ‐ 5‐7+ lifespan Lightwriter SL50 2 From the date of shipment from the factory Allora 2 ? Information not provided 5‐7+year lifespan but this is highly dependent on use Eyegaze 17 ? Information not provided Not given Tobii Dynavox I‐110 2 Includes TD Care Not given accidental damage protection. Can be extended up to 5 years at cost Tobii Dynavox Indi 10 2 Does NOT include Not given accidental damage protection, but it can be purchased for up to 3 years Tobii Dynavox Indi 7 2 Does NOT include Not given accidental damage protection, but it can be purchased for up to 3 years Tobii Dynavox Eye KMobile 2 Not given Assistive Plus Access Link TobiiTobii DynavoxDynavox EyePC EyeMobile5 5 22 Excludes the surface pro NotNot givengiven Tobii Dynavox I‐13 3 Includes TD Care Not given See “The New I‐Series” accidental damage protection. Can be extended up to 5 years at cost Tobii Dynvox I‐ 16 3 Includes TD Care Not given See “The New I‐Series” accidental damage protection. Can be extended up to 5 years at cost iPad Speech Case ? Information not provided Not given
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5.2 Suppliers warranty information general terms
Liberator Zyteq Link Assistive Liberator provides a Zyteq warrants its products TD (Tobii Dynavox) Care covers comprehensive 3‐Year Warranty against defects in materials and accidental damage and is included on all of its major voice‐output workmanship on behalf of our with the following products communication devices, manufacturers and suppliers. This where some exceptions apply: comprising: Accent 800, Accent may be for one (1) year from the I‐Series Gaze Interaction 1000, Accent 1400, NuEye, LR8, date of shipment from the factory (3 years) NOVA Chat 5, NOVA Chat 8, or two (2) years for European I‐Series Touch, I‐110 (2 NOVA Chat 10 & NOVA Chat 12. products. Perishables, external years) accessories and batteries are Indi, Indi 7, PCEye Mini, It includes parts & labour, and excluded from this warranty. PCEye Plus, EyeMobile also covers physical damage & Mini, EyeMobile Plus (Nil battery replacement. Warranty Conditions years) This warranty only applies if: All other Liberator products are The equipment has been Additional years of TD Care can covered under a basic 1‐Year purchased in Australia be purchased for varying years Warranty that does not include from an authorised depending on the device, and physical damage [7]. dealer or from Zyteq. needs to be purchased at the In the opinion of Zyteq’s time of purchase of the device Extended warranty information service technicians, the [10]. per product can be found here product has not been [8]. damaged by accident, Further information on the abuse, misuse or manufacturer’s warranty can be misapplication, Acts of found on their website here. [11] God, or as a result of service or modification by other than our authorised service technicians. The original serial number of the equipment can be identified [9].
5.3 Discrepancies in the length of warranties outside Australia
Discrepancies relating to length of warranty between different countries for devices manufactured in the same factory could not be found.
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6 References
-
Australian Competition & Consumer Commission. Warranties 2021 [Available from:
https://www.accc.gov.au/consumers/consumer‐rights‐guarantees/warranties. 2. M Sutton. Mobile phones engineered ‘not to last’, expert says: ABC News; 2014 [Available from: https://www.abc.net.au/news/2014‐10‐17/mobile‐phones‐engineered‐with‐built‐in‐ obsolescence/5818410?nw=0. 3. Paiano A, Lagioia G, Cataldo A. A critical analysis of the sustainability of mobile phone use. Resources, Conservation and Recycling [Internet]. 2013; 73:[162‐71 pp.]. 4. Lagioia G, Paiano A, T GG. L’evoluzione del telefono cellulare: dalle caratteristiche tecnologiche alla tutela del consumatore 2012 [44‐50]. Available from: http://hdl.handle.net/11586/47677. 5. Golev A, Werner T, Zhu X, Matsubae K. Product flow analysis using trade statistics and consumer survey data: a case study of mobile phones in Australia. Journal of Cleaner Production [Internet]. 2016; 133:[262‐71 pp.]. 6. Empower IT. Laptops And Desktops: How Long Do They Last? 2021 [Available from: https://www.empowerit.com.au/blog/it‐planning/budgeting/laptops‐desktops‐how‐long‐do‐they‐ last/. 7. Liberator Pty Ltd. Store 2021 [Available from: https://liberator.net.au/products/store. 8. Liberator. Total LibCare Warranty 2021 [Available from: https://www.liberator.co.uk/products/libcare. 9. Zyteq Pty Ltd. Warranty 2021 [Available from: https://www.zyteq.com.au/services/warranty. 10. LinkAssistive Pty Ltd. Training & Support 2021 [Available from: https://www.linkassistive.com/resources/support_training/. 11. Tobii Dynavox. Limited Manufacturer’s Warranty ‐ Tobii Dynavox Products 2021 [Available from: http://tdvox.web‐ downloads.s3.amazonaws.com/Forms_Warranties_Declarations/TobiiDynavox_Manufacturers_War ranty_V1_3_en‐US_WEBHQ.pdf.
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7 Appendix: Suppliers response to expected lifespan of devices
All three suppliers were contacted via email to ask the expected lifespan of each of their products referenced in this paper. (Note: Liberator was only asked the lifespan of the Liberator Rugged 8).
Liberator Pty Ltd
s47F- personal priva From: Nigel (Managing Director)
“That is a perfectly reasonable question, but difficult to answer with precision. As you already realise, Liberator offers a full 3‐Year Warranty that not only covers parts & labour, but includes freight backwards & forwards to our onsite technical workshop. Plus the Warranty covers multiple battery replacements as required during the entire 3 year period. Additionally, the Warranty covers all physical damage sustained to the device.
Regarding device lifespan, it is difficult for me to provide you with a definite answer, for the simple reason that Liberator only commercially launched the device 3 months ago. Prior to that we did a good deal of field testing with highly positive feedback. We deliberately targeted clients known to be particularly rough & tough on AAC devices, with a known history of destruction. Several of these clients had annihilated up to 5 iPads each, even in “rugged cases”.
So, really all I can do is project ahead without much data. Still, Liberator’s expectation is that most of the devices supplied will have a lifespan of 3 years, with many functioning for up to 5 years. In some ways, what Liberator is doing with its comprehensive Warranty is supplying a hardware & software inclusive solution for the period, as opposed to a more traditional consumer‐based model of one device being maintained & repaired with components. Whenever our technicians replace a major part of a device, like a mainboard, or touch screen‐display & LCD, or top & bottom case, then such a repair extends the lifespan of a particular serial numbered device, significantly. There are also occasions when Liberator may decide to replace an entire device with a new one, depending upon the damage occasioned, again obviously massively extending the actual lifespan of the device in question, even though the Warranty itself might be approaching its end.
Inevitably, as the LR8 device is penetrating the non‐verbal Autism Spectrum client market segment it is always going to receive demanding treatment. Drops decrease battery life. Connectors can be ripped & wrenched from housings & pads. Screen smashes can impact on LCDs & mainboards. Some families will regularly charge up a device & follow shutdown procedures & updates, while others can let a device completely drain out all electrical charge before re‐charging. Often, there are device care protocols that are not adopted, since Liberator staff may be kept at a distance from client interaction. Liberator does strive to educate & train both speech pathologists, teachers & aides, & parents of device users, but there are times when our staff remain dis‐engaged or are effectively excluded.
Liberator is a small operator in a niche market. As such, it has little sway over product life cycles manufactured partially or completely overseas, which depend upon other demand patterns & criteria. Military & police purchases of rugged tablets tend to command the market. So, to a large extent, there exists the potential for a device’s lifespan to be downgraded through a curtailed product life cycle. However, Liberator intends to stockpile enough devices & tablets in advance to ameliorate these circumstances that are beyond its control. Yet, as I am sure you can appreciate,
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AAC suppliers in Australia are having to respond to a family‐driven demand model which contains many aspects of a retail exercise, with none of the benefits of a wholesale government‐controlled, advance bulk‐order model.
I hope this answer if of assistance to you”
Zyteq Pty Ltd
s47F- pers From: Fiona (General Manager)
“My first consideration your questions is how to define expected lifespan. I have chosen to define lifespan as the useful life of the product, where the product is safe and tolerable to use. For people using dedicated speech generating system this definition is vital to understand, if the user has little or no functional speech this system is an important part of a AAC systems and a vital component of communicating in not only face‐to ‐face communication but also digital communication which includes texting, video conferencing such as Zoom, telecommunications and written communication including social media then safe and tolerable is a broad concept but important to embrace to ensure people using speech generating equipment. Being able to communicate reliably in all environments including home, community, school, and work settings, with both familiar and unfamiliar communication partners is important. I have separated these into two sub categories ‐ Windows based tablet systems and Type and talk devices with some brief comments below.
Windows based tablet speech generating communication systems Such as: Tellus 5 Intelligaze Tellus 5 Tellus i5 Grid Pad 12 Grid Pad 15 Grid Pad Eye 12 Grid Pad Eye 15 Eyegaze 17 (note this device has a very short battery life and is designed to mainly be used running on mains power, as such has a more limited range of users that it will be the most suitable option)
The average or expected lifespan of a speech generating device is a very difficult, if not impossible, question to answer as it is highly user dependent. Additionally, it can be impacted by changes in the third party technology such as changes to the Windows operating systems, There is no clear “average lifespan” of a device, but variation in “lifespan” based on the individual user’s needs, patterns of usage for the individual user and the environment in which the device is used. Issue to consider include:
Wear and tear by a user on an individual machine may mean that it is has a reduced lifespan when compared with another user.
For example, factors such as heavy use for 8‐10 hours+ per day; being transported between home and education/work settings on a variety of modes of transport; having the device supported by a range of different and sometimes changing support team members; the device user’s preference for carrying, using or not using a mounting system; not having a safe system of transport; and especially
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in circumstances where there is a combination of these factors may mean a device will need more maintenance and repair and have a shorter lifespan
Change of needs for a specific user
For example ‐ there is need for a change in access method, the user’s pattern of usage has changed such as improved usage and now need a different device or communication with better, older devices do not support new needs
Windows system upgrades leading to stopping/reducing support for old operating system
Type and talk AAC devices ‐ 5‐7+ lifespan Such as: Lightwriter SL50 – (limited specific information as it has only been on the market for less than 2 years) Allora 2 ‐ 5‐7+year lifespan but this is highly dependent on use
These devices:
are not Windows based devices, they have type and talk capabilities, with very specific application have less access options – primarily designed for direct keyboard access, need the user to have literacy skills are not Wi‐Fi connected in general these devices have a longer average lifespan, however have less features than windows tablet based devices
Please contact me at support@zyteq.com.au or on 9696 2944 if I can be of further assistance”.
Link Assistive Pty Ltd
s47F- personal priv From: Bas (Managing Director)
“The lifespan of the devices mentioned varies. It is dependent on user and usage ‐ plus some of the devices at a lower price point are not as robust as some of the purpose‐built solutions like the I‐13. For instance an EyeMobile 5 solution for an individual with Cerebral Palsy who has siblings and goes to school, will have a short lifespan as its not robust. In these circumstances it’s recommended to look at a device that’s robust, has gorilla glass and an IP(54) rating.
The high‐end devices (I‐110, I‐13, I‐16) all come with Accidental Damage Care (TD Care) included for the length of the warranty which is 2 years for the I‐110 and 3 years for I‐13 and I‐16. TD Care can be extended up to 5 years for these devices.
All of the other devices have 2 years of warranty and you can add TD Care for a max of 3 years. Details as follows:
PCEye 5 EyeMobile 5 (excludes the Surface Pro)
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EyeMobile Plus Indi Indi 7
Hope this helps. Feel free to give me a call if you any further questions”.
s47F- personal priv From: David (IT Support & Repair Specialist)
“4‐5 years is the usual lifespan. On the Surface Pro’s (part of the EyeMobile package) I’d lean more towards 4 years”
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