Many Unhappy Returns
"The first thing we do is bring them to service," he says. "These people have more time than our sales staff. And they sit there with the customer for as long as they want and explain how it works. A lot of times, people want it to work. People appreciate that. We also handle calls on the phone. We'd rather get to them in their house than have then have to come all the way back and return something. In some cases, we're the only store around and they have to drive 20 miles. We try and avoid that."
Abt explains that some products don't have the life span that customers expect. "There are a few items that break a lot more," he says. "For awhile it was the recordable DVDs, but I think they're getting much better and people are understanding them more."
He also reports, "Phones get returned a lot. They have a pretty good defective rate, but people expect them to last three or four years and they only last maybe two years." He admits that he hasn't noticed people returning HDTVs any more than traditional CRTs.