Study Finds Most Returned CE Devices Not Broken

Results from a study just released by global consulting company, Accenture, find that only about five percent of all consumer electronics product returns are due to actual failures or defects. The rest of the returns can be categorized as "no trouble found" (68 percent) or "buyer's remorse" (27 percent). 

The study also finds that "the average return rate for [consumer electronics] devices ranges from 11 to 20 percent." This amounts to approximately $13.8 billion being spent by "US consumer electronics manufacturers, communication carriers and electronics retailers" for "assessing, repairing, reboxing, restocking and reselling returned merchandise." This adds up to as much as six percent of manufacturers' costs and chips away at roughly three percent of retail sales of consumer electronics.

The study goes on to make several suggestions to manufacturers and retailers as to how to reduce these costs by doing things such as improving product design, better packaging and documentation, customer education, and better educating sales people. Not only can such improvements potentially reduce the number of product returns and therefore reduce costs for manufacturers and retailers, but consumers would benefit as well by purchasing products that better meet their expectations.

As manufactures and retailers wake up to discover that they are hemorrhaging money with returns, they will be sure to respond in ways to help to reduce these losses. Hopefully, many will adopt at least some of the above-mentioned practices. It is certain, however, that some will find ways to make it more difficult for consumers to return products in the first place: Caveat emptor.

Via:  Accenture
Tags:  CES, Study, DS, Ice, OS, dev, device, K
Lev_Astov 6 years ago
Wow, so this is basically saying that 68% of people who buy consumer electronics are stupid. No surprises there.
ice91785 6 years ago

I know that Best Buy is working on this for GPS and related items -- basically a consumer buys one and has the option (I think for free) to walk outside with an employee, find the satellites, customized the GPS to how they like it and a quick 10 minute run-down on its features.

It's a good conceptual idea but what to do if its like christmas time and customers are lining up for a service like this ??? I don't know....ultimately I think its up to a consumer to educate themselves to an extent and not buy new things because "they heard its cool" when infact they have no idea what it does or how it works


recoveringknowitall 6 years ago

The 2 year replacement plan I purchased for my PS3 makes me feel more secure.

I might actually use it soon as I've expirienced some corruption in the menu and sometimes when playing a movie... the screen gets a pink tint.

ice91785 6 years ago

I like PRPs....just bring it in an grab yourself a new PS3 man; BBY gets 100% re-imbursement from MFGs on any console related problem if its exchanged via PRP.

Moreover probably 9 out of 10 geek squad's don't have the time to test it and it gets swapped out on your word right away. Just make sure you have ALL accessories as BBY is sticklers about that


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