The Importance of Returning Test Devices

When selected for a hardware test, you get the opportunity to try out an upcoming version of a company’s product. While every test is different, you should be under the assumption that the hardware is not in its final state and will need to be returned to the manufacturer for a variety of important reasons. 

Let’s talk about what happens when you return a product and why this is a necessary step in the product development cycle!

The Return Process

If you have been chosen to be a part of a hardware test in the past, you may recall that your test unit arrived with a preprinted return label and a note to keep all of the original packaging. While some tests allow you to keep the test product as an incentive, this is not a guarantee and most clients want the unit returned. With this in mind, you should be under the assumption that you will need to send the unit(s) back at the end of the test.

With the pre-made label in hand, the return process is as easy as putting the new label over your old label, and dropping it off at the correct shipping store. Make sure to get a receipt so you have proof you dropped it off! From there Centercode handles the rest, receiving all the returned packages and organizing them to be sent back to the client company.

What happens when a product is returned?

When the hardware returns to the original manufacturer, several things can happen with the returned product. Long-term projects can run for months if not years, which will likely cause a lot of wear and tear on the product. 

If there was anything that stopped working properly while testing, the product team may want to run some analysis on each component of the hardware to see what caused a failure. Other times they may want to do some internal testing and will pass the units onto their employees, or they will simply recycle the units for another test. The fate of a test unit will vary by the client, but it’s crucial to follow their request to return the product when this occurs.

What happens when a product is not returned?

In exchange for being a great tester and returning the product on time, testers will often receive an incentive for their time and effort. This could be in the form of a gift card or free use of a subscription service if the tester already uses the client’s products. Assuming you can keep the test product as an incentive can cause issues. 

Centercode is required to get the product back when the client requests it and will begin the compliance process. The project manager will first reach out to the tester who hasn’t returned their unit via email. If there is no response after a few attempts, our logistics manager will step in and send emails detailing the agreement the tester signed at the start of the test, and their legal obligation to return the product. If that does not work, phone calls are made to the tester. After that, a few things will happen if these repeated messages and calls are ignored.

One final attempt is made by Centercode to contact the tester. This is in the form of a certified letter, which is a piece of physical mail that you will receive at your address. Included with this letter is another return label in case the original was misplaced. If there is no communication or return of the product after a specified period, more drastic measures will be taken.

The quickest action that will be taken on a non-responsive tester is blacklisting them from any future Betabound opportunities. Even if someone had an amazing record with us before, they must return the test unit when asked to do so to fulfill their tester agreement and be trusted to participate in any more tests. If there is any reason why someone is not able to return their unit right away, communicating with the test manager will ensure their Betabound account status will not be negatively impacted.

There are also legal consequences for not returning the product. Action could be taken on the tester by the client’s legal team to get the pre-release product back. There are many circumstances where the client does not want the product information to be shown to the public, and keeping the product for longer than the promised duration makes information leaks more likely. Avoiding this hassle is as simple as returning the product when asked.

Conclusion

Returning test devices is a crucial step in the product development cycle. When testers return hardware, it allows manufacturers to analyze wear and tear, investigate any malfunctions, and perform further internal testing. 

Efficient return processes, facilitated by preprinted return labels and keeping all of the original packaging, ensure the smooth retrieval of test units. Non-compliance can lead to being blacklisted from future tests and potential legal actions. By adhering to return policies, testers help maintain product integrity and confidentiality, fostering a collaborative and trustworthy relationship between testers and companies. 

We thank you for following all the steps of the beta testing process and for being an essential part of our testing community!

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