Ninety-Five Percent of All Returned Gadgets Still Work, Americans Don't Read Manuals
http://www.engadget.com/2008/06/03/95-percent-of-all-returned-gadgets-still-work-americans-dont-r/

Fruhlinger, Joshua A.
Engadget
2008

Abstract:

Blame it on poor usability or just not reading the frickin' manual, but it turns out that 95 percent of all returned gadgets actually work despite what customers may say or think. That's right -- of the $13.8 billion worth of returned products in 2007, only 5 percent were because gadgets were truly broken. According to Accenture, 68 percent of all returns work but aren't meeting customer expectations -- or they are simply too confusing to use.