A study by NPD Group found that roughly one out of every ten smartphones bouhg in the US last year was returned, making smartphones one of the most frequently returned consumer electronics items. The research firm discovered 57 percent of respondents who returned a gadget said it was defective, but notes that new features like touchscreens, sensors, and Internet connectivity have made gadgets more complicated to set up and use, thus creating the perception of a product defect.
About 60 percent of those who returned a smartphone said they exchanged it for another of the same brand or model, according to the study, compiled by polling a representative sample of nearly 2,000 U.S. adults back in May.
In all, the study found that roughly 18 million U.S. consumers returned a consumer electronics product in the past year, with nearly half saying something could have been done to prevent the return. Among the top three preventative measures cited: a service plan or warranty, better after-purchase support from the retailer and more explanation from an in-store sales person, NPD Group said.
Roughly 57 percent of respondents who returned a gadget said it was defective, the mostly commonly cited reason for return, NPD Group said.