In Mark Gurman’s latest Power On newsletter, Gurman writes first of all that returns are normal and happen for all sorts of reasons. But that Vision Pro is unique. Those who have bought it are either Apple fanbois or early adopters, those who love all forms of new technology. There are two groups of customers who are less likely to return something than the average iPhone or iPad customer.
Using data from in-store sources, Gurman has determined that the number of returns is likely to be somewhere between average and above average compared to other products. Some smaller stores see one or two returns per day, while larger ones have seen as many as over eight returns in a single day.
As the attentive reader already understood, these are not large numbers, and there are stores that have had days with zero returns. This is partly because the Vision Pro is a low-volume product – something Apple expected from the start. And none of this is a sign of a crisis.
But Apple is interested in finding out what’s going on. When a customer returns the Vision Pro, the staff questions them about what went wrong. Employees have also been instructed to report to a manager after each return so that any issues can be escalated to head office.
When Gurman spoke to a dozen people who have returned the Vision Pro, these were some of the most common reasons:
- It is simply too heavy, too awkward to handle, headache inducing and uncomfortable.
- The current lack of apps and video content doesn’t justify the price.
- It doesn’t make you more productive, it’s easier to just use a regular external monitor and a Mac plus Vision Pro is a pain to use for long periods of time.
- The screens have too many reflections, the field of view is too narrow and the device causes eye strain and vision problems.
- The product may cause users to feel isolated from family and friends. Meaningful shared experiences do not yet exist.
- It is not easy to have another family member try the Vision Pro because it requires a precise fit.
2024-02-19 07:00:29
#customers #return #Vision #Pro
