Availability of operator manuals for used consumer products

Abstract

This research investigates the availability of operator manuals for used (second-hand or resold) consumer products. One hundred people were solicited at a shopping mall and asked various questions about 20 common consumer products (e.g. car, computer, power lawn mower, bicycle, etc.). They were queried about: (a) whether they have ever purchased the products new and/or used and, if purchased used, whether it came with an operator manual or an instruction sheet, (b) whether they personally sold any of the products used, and if so, whether they transferred the operator manual to the receiver, (c) the desirability of having an operator manual; and (d) how much they would be willing to pay for a manual assuming they had to purchase it separately. Participants were also asked to rate each product on familiarity, hazard level, and difficulty of use, and to answer a set of general manual-related questions. A second survey solicited the opinions of 39 professional sellers (dealers) of used products. Findings from both surveys indicate that while operator manuals for some used products are transferred to purchasers at moderate frequencies, others are much lower. In general, participants believed that the inclusion of the operator manual would aid the sale of used products and they were willing to pay extra to have one (particularly for unfamiliar, more hazardous, difficult-to-use products). The results suggest that manufacturers ought to address ways that would make it more likely that consumers retain the operator manual and transfer it to subsequent purchasers at later resale. Additionally, convenient ways of obtaining replacement copies should be provided to ensure that important safety-related information reaches end users.