According to the retailers on the panel, the manufacturer has to truly understand how the consumer will be using the product in order to decrease returns. Phones have to be tested in kitchens, not labs, to understand what the consumer can expect. Manufacturers carry a heavy burden to decrease returns. The main problem comes down to managing expectations. The consumer's expectation is that the cordless phone will work as well as the corded phone.
Findings are due out next fall.
The Dole Foundation for the Employment of Persons with Disabilities and the Telecommunications Funding Partnership for Persons with Disabilities are funding the project. Publicly funded, the Dole Foundation is supported by corporate and private contributions. To further decrease the problem, the panel agreed that there has to be a joint effort between the manufacturer and the retailer to manage the consumer's expectations. All rights reserved.