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Cell Phone Addiction: The First Step is Admitting I Have a Problem

After Christmas this year, I didn’t have any packages to return because all of my gifts were either cash or gift cards. (My family knows me well, so they don’t waste their time shopping for me anymore.)

In January, UPS celebrated National Returns Day, where consumers returned more than 520,000 packages back to retailers following the holiday season.

During the first week of January, UPS shipped more than 2 million packages back to retailers – and many of these were electronic products. And that’s where my returns experience comes into play.

For the last year, I’ve been the proud owner of a Droid Razr. I’ve enjoyed the overall functionality of the phone, including the touch screen, app store, video streaming and so much more. Unfortunately, I dropped my phone and cracked the screen on New Year’s Eve (don’t ya hate that?).

On January 21, my phone finally died and went to phone heaven (joining several of my past cell phones). At that point my cell phone addiction kicked in to high gear. I frantically thought about the missed text messages and phone calls – all because of one accidental drop. I was forced to order the replacement, but was extremely concerned about the length of time it would take to receive it.

The entire returns experience was seamless. In fact, I ordered the phone at 10 p.m. that night and it was delivered to me at work the next morning – now that’s a company with a great returns process!

What were your post-holiday returns experiences like? Let us know in the comments.

Read more about why it’s important to focus on returns now in this blog post by Jim Gerard, the high-tech segment marketing manager here at UPS.

Category: Business Insights
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