I recently had to get a small electronic device replaced by the manufacturer. Surprisingly it was a very quick and easy process. Using online chat, I was able to share the problem, and within minutes a new device was ordered to be sent to my home. I was thrilled that I didn’t have to go more than a few days without my device, and once I did receive it, it was easy to get up and running
My first reaction with this experience was that this manufacturer has figured out customer service and worked out their best practices with their customer experiences. However, one issue I had was their closing statement: “Please dispose of your defective device and note that it will be permanently deactivated within 14 days.”
My response: “AHHH!” Little do they know that I work for the Reverse Logistics Association, and repair, asset disposal (the unit had some personal info on it), and electronic waste is a big concern of mine. The device is rather small,so maybe there isn’t enough value to return the product (paying for shipping), and the repair costs - or they haven’t considered it as an option. However, why wasn’t I instructed to dispose of this electronic appropriately, and not just in the trash? And what happens to the data that I have on the device if it just gets thrown in the trash or electronic waste disposal?
I haven’t gotten any answers yet, but the questions have been presented. But, I do hope that these are questions that all manufacturers consider with their electronic devices. Hopefully, the responsibility isn’t solely being left to the consumer, but more detailed instructions and reminders can be offered when the situation arises.
RL Magazine Editor