LG and Verizon Wireless shouldn’t dare you to return your mobile phone
A few months back I read an article that mentioned the top two reasons technology products are returned to stores. They have nothing to do with the product being defective. Rather it's that the technology product didn't live up to the buyer's expectations or that the buyer simply couldn't figure out how to use the product.
Today, I heard a first-hand story that made me whole-heartedly believe this article.
A client and friend of mine told me he bought the new LG Dare mobile phone for his Verizon Wireless plan and returned it just a few days later. He said it was to complicated and cumbersome to use.
Notice he didn't say it didn't work, the call quality was bad or that the battery didn't last long enough. No, his sole reason for returning the phone was his frustration trying to figure out how to use it.
If you are not familiar with the LG Dare phone, it has a touch-screen interface, similar to an iPhone. But the touch-screen is where the similarity to the iPhone ends. When my friend tried pulling up his list of contacts to find the person he wanted to call, he could not get the screen to scroll properly and kept accidentally selecting the wrong contact whenever he placed his finger on the screen to scroll.
And when he called his voice mail, he had to scramble to find the right button to touch to bring up a keypad just so he could enter his voicemail PIN and hear his messages.
Verizon Wireless may have been surprised when he returned this sophisticated of a phone only a few days after he bought it, but I'm certainly not.
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