Customers returning electronics products will cost U.S. consumer electronics retailers and manufacturers almost $17 billion this year, an increase of 21 percent since 2007, according to a new Accenture research report. Ironically, the vast majority of those returns are characterized as "No Trouble Found." Although the customer perceived a fault, the manufacturer found no problem.
Accenture’s report, A Returning Problem: Reducing the Quantity and Cost of Product Returns in Consumer Electronics, finds that solving this No Trouble Found problem -- or even reducing it slightly -- is critical. For example, a 1 percent reduction in the number of No Trouble Found cases could translate to annual savings of 4 percent in return and repair costs, or $21 million for a typical large consumer electronics manufacturer.