Feeds

Most 'malfunctioning' gadgets work just fine, report claims

Lazy consumers blamed for most product returns

Top three mobile application threats

People often return gadgets to the shop they bought them from because they think the gizmo’s faulty - but only five per cent of them actually are, according to new research.

The study was conducted by tech services giant Accenture and it found that, in actual fact, 68 per cent of gadgets returned by buyers do work properly - they just don’t meet the customer’s expectations or were set-up incorrectly.

Another 27 per cent of returns were chalked-up to the customer simply changing their mind about the product. Or perhaps because they thought twice when they saw the dent that their MacBook Air purchase had made on their credit card?

According to Accenture, that leaves just five per cent of returns attributable to genuine product malfunction.

The study also estimated that returns cost the US consumer electronics industry around $13.8bn (£6.9bn/€9bn) last year, with return rates ranging between 11 and 20 per cent depending on the product.

However, return rates could be affected by the amount of time we’re prepared to spend setting gadgets up. According to a study by Dutch scientist Elke den Ouden, which is cited in Accenture’s report, the average consumer only spends 20 minutes trying to get, say, a DVD player working, before giving up and returning the item as faulty.

Earlier this year, electronics warranty firm SquareTrade claimed that, according to its in-house research, the Xbox 360 has a 16.4 per cent risk of malfunctioning. It found that disc read errors account for 18 per cent of returns, while 13 per cent are due to video card failures and the same figure for frozen hard drives.

Combat fraud and increase customer satisfaction

More from The Register

next story
Feast your PUNY eyes on highest resolution phone display EVER
Too much pixel dust for your strained eyeballs to handle
Samsung Galaxy S5 fingerprint scanner hacked in just 4 DAYS
Sammy's newbie cooked slower than iPhone, also costs more to build
Microsoft lobs pre-release Windows Phone 8.1 at devs who dare
App makers can load it before anyone else, but if they do they're stuck with it
Leaked pics show EMBIGGENED iPhone 6 screen
Fat-fingered fanbois rejoice over Chinternet snaps
Report: Apple seeking to raise iPhone 6 price by a HUNDRED BUCKS
'Well, that 5c experiment didn't go so well – let's try the other direction'
US mobile firms cave on kill switch, agree to install anti-theft code
Slow and kludgy rollout will protect corporate profits
Rounded corners? Pah! Amazon's '3D phone has eye-tracking tech'
Now THAT'S what we call a proper new feature
Zucker punched: Google gobbles Facebook-wooed Titan Aerospace
Up, up and away in my beautiful balloon flying broadband-bot
Sony battery recall as VAIO goes out with a bang, not a whimper
The perils of having Panasonic as a partner
NORKS' own smartmobe pegged as Chinese landfill Android
Fake kit in the hermit kingdom? That's just Kim Jong-un-believable!
prev story

Whitepapers

Designing a defence for mobile apps
In this whitepaper learn the various considerations for defending mobile applications; from the mobile application architecture itself to the myriad testing technologies needed to properly assess mobile applications risk.
3 Big data security analytics techniques
Applying these Big Data security analytics techniques can help you make your business safer by detecting attacks early, before significant damage is done.
Five 3D headsets to be won!
We were so impressed by the Durovis Dive headset we’ve asked the company to give some away to Reg readers.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Securing web applications made simple and scalable
In this whitepaper learn how automated security testing can provide a simple and scalable way to protect your web applications.