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Most Returned Electronics Aren't Broken

Consumers often can't figure out how to use them

By Laila Weir,  Newser User

Posted Jun 3, 2008 6:30 PM CDT

(Newser) – Just 5% of the electronics that consumers return to stores actually don’t work, though often the buyers believe they’re broken, a new study says. In 68% of cases, “they thought it was defective when it wasn't, or there was an expectation gap,” an executive of the firm releasing the study told PC World. US electronics returns cost $13.8 billion in 2007.

The executive suggested returns would drop greatly if companies made products easier to set up and use, and worked harder to educate consumers. "I don't believe the returns issue is the result of lax retail return policies, or customers taking advantage of the ability to return," he said. Another study showed average US buyers return a product if they can’t make it work after 20 minutes.

A Sansa View digital audio-video player.
A Sansa View digital audio-video player.   (AP Photo)
SanDisk's new Sansa Clip MP3 player.
SanDisk's new Sansa Clip MP3 player.   (AP Photo)
Panasonic Consumer Electronics Company's first home theater in a box (HTiB) system with an integrated Blu-ray Disc player.
Panasonic Consumer Electronics Company's first home theater in a box (HTiB) system with an integrated Blu-ray Disc player.   (AP Photo)
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