Complexity causes 50% of product returns

[damian_steele]

Half of all malfunctioning products returned to stores by consumers are in full working order, but customers can't figure out how to operate the devices, a scientist said on Monday.

Product complaints and returns are often caused by poor design, but companies frequently dismiss them as "nuisance calls", Elke den Ouden found in her thesis at the Technical University of Eindhoven in the south of the Netherlands.

A wave of versatile electronics gadgets has flooded the market in recent years, ranging from MP3 players and home cinema sets to media centres and wireless audio systems, but consumers still find it hard to install and use them, she found.

The average consumer in the United States will struggle for 20 minutes to get a device working, before giving up, the study found.

Product developers, brought in to witness the struggles of average consumers, were astounded by the havoc they created.

She also gave new products to a group of managers from consumer electronics company Philips, asking them to use them over the weekend. The managers returned frustrated because they could not get the devices to work properly.

Most of the flaws found their origin in the first phase of the design process: product definition, Den Ouden found.

As a seller, is this something that you've come across?
Have you had something returned because the buyer couldn't figure it out even though it worked perfectly?

Whose fault is it? Are the users just too dim or are the manufacturers being unrealistic in what they expect of users?

Do you think it is acceptable to return something just because you can't work out how to use it?

Have you ever done so? Why?

[bigusdickus]

good day damnear peed.how uor yuor clacckers today?

[sofiag1964]

My question is what age group are these customers? Our next generation; including my son who is 18, would figure things out in less than half that time while I'm still tryin to figure out how the contraption works!

First phase of the design normally sets the definitive outcome on how the 'average' consumer can cope with any product. While the original scheme of things tend to seem pliable in the board room doesn't necessarily mean it is successful.

We're not just talking about electronic items, of which I hand over to our next generation {I think they're born with the knowledge of such things to be honest}, but the age group. That alone will have a heavy impact on what direction the success of these products will go. That coupled with simplicity in itself would go quite far.

:D

[Paulwillhappy]

http://www.philips.com/assets/Downloadablefile//297x210-Brand-Baby-30365-14985.pdf


Here's something i worked on when i was employed by a certain Dutch manufacturer !


One of the biggest World marketing budget's since Window's 95 Launch......................

And yes we (Philips) Had 000000000's of returns :rolleyes:


Thankfully i now Make and sell simple light fittings :) :D

[slinkyri]

My question is what age group are these customers? Our next generation; including my son who is 18, would figure things out in less than half that time while I'm still tryin to figure out how the contraption works!

First phase of the design normally sets the definitive outcome on how the 'average' consumer can cope with any product. While the original scheme of things tend to seem pliable in the board room doesn't necessarily mean it is successful.

We're not just talking about electronic items, of which I hand over to our next generation {I think they're born with the knowledge of such things to be honest}, but the age group. That alone will have a heavy impact on what direction the success of these products will go. That coupled with simplicity in itself would go quite far.

:D

What they said exactly ;) :D

[sofiag1964]

What they said exactly ;) :D


LOL nut!!! :p

[yorkiesauctions]

As a seller, is this something that you've come across?
Have you had something returned because the buyer couldn't figure it out even though it worked perfectly?

Whose fault is it? Are the users just too dim or are the manufacturers being unrealistic in what they expect of users?

Do you think it is acceptable to return something just because you can't work out how to use it?

Have you ever done so? Why?

Back in the days when I sold amateur radio, CB, short wave receivers, and radio scanner gear on ebay I had several problems with buyer's who simply couldn't work out how to use the equipment properly.

I'd try and help them but if it looked like they were'nt going to get the hang of it I would offer them a refund (minus postage) just for a quiet life.

Had similar problems when I used to work the markets with my mate selling mobile phones too.

[dragonmist]

I bought a new TV recently. After much cursing and swearing we managed to tune in the Sky Box. It was only yesterday when I wanted to watch a DVD, I realised the DVD hadn't been connected up. I managed that bit, but then found the TV needed tuning to the DVD player. There are about 200 pages in the TV manual, and I couldn't find the info I needed. The symbols on the remote are too small and confusing. Luckily I have the small TV/DVD combo. That works just fine. Someone else can play with the TV and tune it in.

[cadeaux_de_la_terre]

when I buy anything the least bit technical I always ask how easy it is to install/use etc.

I have been really ****ed off with currys and their freeview boxes as I bought 3 of them having been told they were easy to install and I bought more expensive ones with 2 scart sockets so I would be able to link them to the VCR and record progs.

despite following the instructions in the book and going back to the shop several times the recording facility wont work on the two that are connected up to a single scart VCR.

The one that is connected to a twin VCR and DVD player that has twin scats works just fine.

Conclusion, got to be something to do with the in and out scart and despite the book and the sales assistant saying it will work on just one, it doesn't.

I even asked the local man who installs sky to set them up for me and he couldn't get them to work either.

I haven't returned them as they do give a much better picture for the tv but that wasn't what I bought them for :(