Tech Gear Setup Problems Continue to Deter Customers: Study
Some 90% of consumers who have a problem setting up a new technology product will return it within 7 days if it is too tough to install.For all the money technology companies spend to design, manufacture and market their computers, routers, cameras, backup drives and other high-tech products to consumers, you might think that they also did the research and work to be sure that the products were easy and trouble-free to install. But that may not be so, according to a new study of some 2,200 U.S. consumers by online technical support vendor Support.com. The anonymous online study, which was conducted in April 2016, asked users about their overall experiences as they researched, bought, installed and worked to troubleshoot their new IT products. Amazingly, almost 60 percent of the consumers in the study said that the combined setup and installation process for a product, along with troubleshooting with a vendor's tech support resources, is "the most challenging part of their customer journey and requires the most effort, " according to the report. And when the product is particularly problematic, consumers said they had no problem taking their unhappy purchases back to the stores where they bought them. For a product that costs more than $200, about 90 percent of the consumers reported that they would return it within a week if setup and installation is too difficult. For products costing less than $200, 87 percent of consumers reported they would also return the annoying products.