A STAGGERING 95 PER CENT of electronic goods which are taken back to the shop are not actually broken, according to consulting and outsourcing firm Accenture.
Apparently, when punters return their electronic gear as faulty, only five per cent are telling the truth.
Accenture believes that 68 per cent of returns are products that work properly but do not meet customers' expectations. They either thought it was broken or it didn't do what they thought it would do.
Accenture executive Terry Steger said that in 27 per cent of cases, customers woke up to the fact that they really did not want the electric gear in the first place and were trying to take it back.
This means that only five per cent of the electronic gear that is returned didn't do what it said on the tin.
Fickle (or just plain stupid) consumers cost the electronics industry $13.8 billion in the United States in 2007 alone. Between 11 per cent to 20 per cent of electronics are returned, depending on the type of product, Acenture said.
Retailers and vendors could save a fortune if they spent more time producing instructions that were easy to understand and marketing material that did not promise the moon on a spoon. µ
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