(no subject)

[theweaselking]

"the average consumer only spends 20 minutes trying to get, say, a DVD player working, before giving up and returning the item as faulty."

To which I have to say that if it takes me 20 minutes to get a DVD player working, the device is faulty, whether it's working exactly as designed or not.

Comments

[scifantasy.livejournal.com]

At least one commenter agrees:

"Even if you are a stupid git, if it takes more then 20 minutes to get a DVD player working it IS defective." (http://www.reghardware.co.uk/2008/06/03/accenture_gadget_study/comments/#c_236360)

[mhoye.livejournal.com]

And some people wonder why other people are willing to pay a premium for Apple products.

[scifantasy.livejournal.com]

Also a point made in the comments section!

[theweaselking.livejournal.com]

"Apple: Works somewhat, out of the box. Works *right*? That's not a feature we've chosen to include."

[hollowpoint.livejournal.com]

I can offer you this fine antique calculator, or perhaps an abacus?

[geminiknight.livejournal.com]

Of course, how many people claim the product isn't working right just because they decided they didn't want it and are returning it?

I mean, I know people who will go buy a power tool or whatever from Wal-Mart because they need it for one day, then return it and say it was broken to get their money back.

[fengi.livejournal.com]

I sometimes feel like clubbing gadget makers with a copy of The Design of Everyday Things.

[fengi.livejournal.com]

Also, methinks James Sherwood, the reporter, is fudging things to fit his lede: "People often return gadgets to the shop they bought them from because they think the gizmo’s faulty - but only five per cent of them actually are..." Oooh, consumers are bunch of stupid, impatient wankers!

Then the next sentences: "The study was conducted by tech services giant Accenture and it found that, in actual fact, 68 per cent of gadgets returned by buyers do work properly - they just don’t meet the customer’s expectations or were set-up incorrectly.

Another 27 per cent of returns were chalked-up to the customer simply changing their mind about the product."

So what you are saying, Mr. Sherwood, is people are likely to say "doesn't work" because "I don't want it" seems unacceptable.

[psyco-path.livejournal.com]

So what you are saying, Mr. Sherwood, is people are likely to say "doesn't work" because "I don't want it" seems unacceptable.

Exactly.

It's easier for many people to blame an external cause for their issues then to blame themselves.

It doesn't work = The problem is with the device.
I don't want it = I'm an impulsive spender and thats my problem

Re: DESIGN FAIL IS FAIL

[psyco-path.livejournal.com]

Fine, No need to yell about it.

Re: DESIGN FAIL IS FAIL

[psyco-path.livejournal.com]

I'm sure it is and that is cool. To be honest, I have no idea what a good design is verses what a bad design is.

All I'm saying is that most humans would rather blame the device (or an external influence)for failure rather then blame themselves.

[sparkindarkness.livejournal.com]

I agree with you. if something as simple as a DVD player takes 20 minutes for me to work then it IS faulty. I don't care if it isn't technically broken, the very design is beyond stupid.