Home Depot is introducing power tools that won’t work if they’re stolen(businessinsider.com)
businessinsider.com
Home Depot is introducing power tools that won’t work if they’re stolen
https://www.businessinsider.com/home-depot-fights-shoplifters-special-power-tools-2021-7
535 comments
Home Depot near me has all Milwaukee M12 and M18 tools locked up. When the Milwaukee rep was getting something out of the case for me, I mentioned how unfortunate it is that they have to do this. He said they lost over $700k in Milwaukee tools alone in that store last year. Quite amazing and almost hard to believe. I feel sorry for these stores trying to walk the line between respecting your customers and not being robbed blind.
I couldn't help while reading this thinking 'Security is in charge of Customer Experience'. Obviously theft is a serious problem for the likes of retail -- and shoplifting is something that isn't 100% preventable. You can reduce it, but you can't stop it. And every step you take to reduce it risks alienating customers.
For example, we've all encountered those silly alarm systems at the doors. As I've never been a shoplifter, I've never had those go off on me except in error. When I worked at CompUSA for 5 years, we had a greeter at the door who told me "they've never once, in 15 years, caught a shoplifter". They went off several times a day, so the only people being stopped at the door were people who had purchased their goods being treated like a shoplifter.
I'm assuming this system will work a lot better than the old, but if I got my tool home and it simply didn't work, I'd be extremely frustrated -- especially if I could have avoided both drives to the retail store and had the product delivered tomorrow, instead.
The alternative is to turn the whole thing upside down. Change the way shopping is done so that shoplifting doesn't work. I fill a cart, walk through the gate out the door and receive a total, passing my card/phone over a sensor to pay. Of course, this means it's on Home Depot to get it right and I'm sure there will be ways to defeat the system. If they fail to ring up an item because it's not detected in the cart, I'm not sure if they have legal recourse at that point, but it also serves to motivate them to make the system a lot more reliable than the current ones are. And you stop treating your customers like shoplifters :)
For example, we've all encountered those silly alarm systems at the doors. As I've never been a shoplifter, I've never had those go off on me except in error. When I worked at CompUSA for 5 years, we had a greeter at the door who told me "they've never once, in 15 years, caught a shoplifter". They went off several times a day, so the only people being stopped at the door were people who had purchased their goods being treated like a shoplifter.
I'm assuming this system will work a lot better than the old, but if I got my tool home and it simply didn't work, I'd be extremely frustrated -- especially if I could have avoided both drives to the retail store and had the product delivered tomorrow, instead.
The alternative is to turn the whole thing upside down. Change the way shopping is done so that shoplifting doesn't work. I fill a cart, walk through the gate out the door and receive a total, passing my card/phone over a sensor to pay. Of course, this means it's on Home Depot to get it right and I'm sure there will be ways to defeat the system. If they fail to ring up an item because it's not detected in the cart, I'm not sure if they have legal recourse at that point, but it also serves to motivate them to make the system a lot more reliable than the current ones are. And you stop treating your customers like shoplifters :)
Some stores, like Costco, have an interesting, alternative approach. Many items in their electronics department are prepay. You can try out the floor model (tethered to the display platform), and if you wish to purchase it you pull a cardboard item card. That card is scanned during the checkout process, and once payment is received, the staff bring the physical item from secure storage to the post-paid customer.
With the item card approach, you never have the product in your hands until it has been paid for. Between that practice and their receipt checking at the exit, I do wonder what their theft numbers look like.
With the item card approach, you never have the product in your hands until it has been paid for. Between that practice and their receipt checking at the exit, I do wonder what their theft numbers look like.
When I read the headline I thought it meant stolen post-purchase. When I lived in Chicago in the '90s I heard stories (never validated) that contractors would show up at the Maxwell Street Market on the weekend to re-purchase the tools that were stolen from their jobsites during the week. I can validate there were a lot of really, really used power tools for sale there.
It's an obvious idea so there must be a reason it's not implemented - I'm curious what that reason is though, so here it goes:
Why don't they just take the batteries and/or motors out of the products on the shelves?
Instead of adding complex computer shenanigans, why not design the product so that the most expensive part (e.g. a battery in portable tools, a motor or gearbox in mains-powered ones) is removable, shipped to store separately, and installed (or just given out) by the check-out clerk separately? Surely this must be simpler overall than adding digital complexity to where it doesn't belong[0].
The only reason I can think of is logistics - a wireless kill switch doesn't take extra space in the store, and doesn't create extra burden for inventory tracking. On the other hand, any wireless kill switch that doesn't involve turning the device into an always-connected surveillance system, with a built-in SIM card and crypto chip and all, will eventually be defeated by some trivial bit of DIY electronics (and the plans for that will spread among thieves quickly[1]).
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[0] - Not in this century, anyway. Maybe 100 years from now we'll be able to routinely make cheap computer add-ons that don't suck.
[1] - Like the plans for breaking into cars in era before advanced electronic countermeasures. Almost two decades ago, I once saw a bundle of such files on someone's computer, collected by the owner out of general curiosity - IIRC, it was a bunch of PDFs with diagrams showing, per make and model of a car, into what shape you need to bend a piece of metal, and where to slide it, to defeat the central lock.
Why don't they just take the batteries and/or motors out of the products on the shelves?
Instead of adding complex computer shenanigans, why not design the product so that the most expensive part (e.g. a battery in portable tools, a motor or gearbox in mains-powered ones) is removable, shipped to store separately, and installed (or just given out) by the check-out clerk separately? Surely this must be simpler overall than adding digital complexity to where it doesn't belong[0].
The only reason I can think of is logistics - a wireless kill switch doesn't take extra space in the store, and doesn't create extra burden for inventory tracking. On the other hand, any wireless kill switch that doesn't involve turning the device into an always-connected surveillance system, with a built-in SIM card and crypto chip and all, will eventually be defeated by some trivial bit of DIY electronics (and the plans for that will spread among thieves quickly[1]).
--
[0] - Not in this century, anyway. Maybe 100 years from now we'll be able to routinely make cheap computer add-ons that don't suck.
[1] - Like the plans for breaking into cars in era before advanced electronic countermeasures. Almost two decades ago, I once saw a bundle of such files on someone's computer, collected by the owner out of general curiosity - IIRC, it was a bunch of PDFs with diagrams showing, per make and model of a car, into what shape you need to bend a piece of metal, and where to slide it, to defeat the central lock.
Wow, this quote: Organized retail crime costs retailers an average of $719,548 per $1 billion in sales, a 2020 survey from the National Retail Federation found — a nearly 60% increase from 2015.
The cost of all this shoplifting is 0.7% up from 0.45%.
Meanwhile, over the same period, the cost of using your credit card at home depot went up over 1% from 1.3% to 2.4%.
Who is the bigger threat to your business here, really?
The cost of all this shoplifting is 0.7% up from 0.45%.
Meanwhile, over the same period, the cost of using your credit card at home depot went up over 1% from 1.3% to 2.4%.
Who is the bigger threat to your business here, really?
I'm skeptical of the effectiveness.
The article states that the reason for this intervention is a set of organized shoplifting rings that operate as shadow businesses.
I have a hard time believing that an organized operation won't eventually figure out how to enable stolen gear. Maybe via technological means by figuring out how the bluetooth "enable" protocol works or waiting for a vuln in the tool's bt stack, but much more likely by just bribing a cashier or manager.
Keeping valuable merchandise behind lock and key -- or behind the counter -- seems like a more effective solution.
The article states that the reason for this intervention is a set of organized shoplifting rings that operate as shadow businesses.
I have a hard time believing that an organized operation won't eventually figure out how to enable stolen gear. Maybe via technological means by figuring out how the bluetooth "enable" protocol works or waiting for a vuln in the tool's bt stack, but much more likely by just bribing a cashier or manager.
Keeping valuable merchandise behind lock and key -- or behind the counter -- seems like a more effective solution.
> "We certainly don't want to affect the 99.5% of our customers who are just there to pick up their hammers and nails," Glenn said. "We don't want to look like an armed encampment."
Next thing you know they'll turn themselves off if you don't renew your support contract, or try to use unsupported screws.
I'd be interested in a feature like this that works for the owner after the sale. I assume that would mean that I have to have an app on my phone running to use the tool, and that's not great, but I could live with it. I have friends whose homes and trucks have been broken into just to take their tools. These were contractors and it was a major setback for them. Theft deterrence is worth a fair amount of inconvenience to many buyers.
As a consumer I have no interest in a power tool with BT (de)activation built in. I will not buy from them.
I don't mind if the tools would be locked up, I mind that I have to spend 10 minutes trying to find someone to tell them I want it and then he has to find someone who has the key that I have to wait another 10 minutes for the person to come and unlock it and give it to me. I would be more than happy if they have a system where I can do something to indicate that I want this item and then later when I check out it is waiting for me by the register or some pickup counter.
So what happens if this bluetooth device fails and bricks your drill after you bought it? These things are used in construction and take a constant beating. They last for as long as they do because they're simply and reliably designed. Why not just put a bluetooth tracker in the box that's disabled when purchased?
From the headline, I thought this would be for tools that get stolen from trades people's vans. That would be useful. It seems to be a very common occurrence, and you often see the locks on vans upgraded.
It sounds like the beginning of "power tools as a service" which would be terrible.
However, I could see a "power tools subscription model" as an interesting idea for contractors and other serious power tool users: A contractor pays a monthly fee and gets a steady supply of drill bits and replacement power tools.
However, I could see a "power tools subscription model" as an interesting idea for contractors and other serious power tool users: A contractor pays a monthly fee and gets a steady supply of drill bits and replacement power tools.
This is the most unnecessarily expensive and convoluted solution. Every product would have to be updated to support this system and it only works with electrical devices.
Here's a better idea. If a product is liable to be stolen, just keep it locked up and require the clerk to get it for you at checkout. It's probably less work for the clerk to do that than fiddle with this new system and it would require much less error-prone technology or cooperation from manufacturers. Most stores figured this out decades ago.
Here's a better idea. If a product is liable to be stolen, just keep it locked up and require the clerk to get it for you at checkout. It's probably less work for the clerk to do that than fiddle with this new system and it would require much less error-prone technology or cooperation from manufacturers. Most stores figured this out decades ago.
Yeah. What a Bullshit. What is the next thing? They change policy and charge USD 1 per hole if you drill more then three per day? Thanks I pass.
https://news.ycombinator.com/item?id=26466515
“The door refused to open. It said, “Five cents, please.” He searched his pockets. No more coins; nothing. “I’ll pay you tomorrow,” he told the door. Again he tried the knob. Again it remained locked tight. “What I pay you,” he informed it, “is in the nature of a gratuity; I don’t have to pay you.” “I think otherwise,” the door said. “Look in the purchase contract you signed when you bought this conapt.” In his desk drawer he found the contract; since signing it he had found it necessary to refer to the document many times. Sure enough; payment to his door for opening and shutting constituted a mandatory fee. Not a tip. “You discover I’m right,” the door said. It sounded smug. From the drawer beside the sink Joe Chip got a stainless steel knife; with it he began systematically to unscrew the bolt assembly of his apt’s money-gulping door. “I’ll sue you,” the door said as the first screw fell out. Joe Chip said, “I’ve never been sued by a door. But I guess I can live through it.”
https://news.ycombinator.com/item?id=26466515
“The door refused to open. It said, “Five cents, please.” He searched his pockets. No more coins; nothing. “I’ll pay you tomorrow,” he told the door. Again he tried the knob. Again it remained locked tight. “What I pay you,” he informed it, “is in the nature of a gratuity; I don’t have to pay you.” “I think otherwise,” the door said. “Look in the purchase contract you signed when you bought this conapt.” In his desk drawer he found the contract; since signing it he had found it necessary to refer to the document many times. Sure enough; payment to his door for opening and shutting constituted a mandatory fee. Not a tip. “You discover I’m right,” the door said. It sounded smug. From the drawer beside the sink Joe Chip got a stainless steel knife; with it he began systematically to unscrew the bolt assembly of his apt’s money-gulping door. “I’ll sue you,” the door said as the first screw fell out. Joe Chip said, “I’ve never been sued by a door. But I guess I can live through it.”
Problem is that BT components are somewhat more fragile than a drill motor. If the BT component fails, is the tool not working anymore?
They say this is to fight organized crime. I am pretty sure organized criminal know how to bypass a BT security feature...
They say this is to fight organized crime. I am pretty sure organized criminal know how to bypass a BT security feature...
Anyone else expect in 10 years we have subscription tools… they only work and they get software updates but only if you pay…. The model is simple, no upfront cost to get access to any tool. Just pay a monthly subscription fee…
> “organized retail crime” cost retailers $719,548 per $1 billion dollars in revenue.
So less then 1%. With all the extra inconvenience they put on paying customers to combat this, I thought this was a much bigger issue.
So less then 1%. With all the extra inconvenience they put on paying customers to combat this, I thought this was a much bigger issue.
Now just imagine a foreign power being able to brick all power tools and blame it on a rogue hacker group.
But at least the stores didn't get tools stolen, didn't need to pay more for insurance, and could pocket the profits.
But at least the stores didn't get tools stolen, didn't need to pay more for insurance, and could pocket the profits.
How is this gonna stop theft? I have a lot of power tools from Home Depot (ryobi) and I take them apart all the time to fix them. Power tools are relatively simple in design. A Bluetooth anti theft system last as long as it takes to open the tools and remove the anti theft and re-solder the parts back.
My dad was a long time construction worker and there’ve been many anti theft devices in power tool. None of them work and are circumvented in minutes if you know why you’re doing.
This is the dumbest stunt I’ve seen a company take; this isn’t anti theft, it’s anti consumer.
My dad was a long time construction worker and there’ve been many anti theft devices in power tool. None of them work and are circumvented in minutes if you know why you’re doing.
This is the dumbest stunt I’ve seen a company take; this isn’t anti theft, it’s anti consumer.
>>...the company's fight against organized retail crime. He made a point to distinguish between "professional shoplifters" and disorganized solo thieves. The pros, he said, frequently are connected to a larger network that can, in some cases, function as a sophisticated "shadow business."
OK, so they're fighting pros with bluetooth-enabling the tools at checkout. What could go wrong?
The amateurs will certainly be foiled, while the pros will pay crackers to build a work-around.
Meanwhile, the enabling device will become another point of failure in the product and will cause more warranty claims and dissatisfaction - and there's nothing quite as annoying as being in the middle of a job and having a tool breakdown, especially a newer one that is expected to work for years.
Would also be likely that they'll have miscellaneous connection failures while trying to enable the tool at checkout, e.g., just from EM interference in random locations; that'll make for happy customers...
Sure, it is a serious problem, but I'm not sure this is a good solution.
OK, so they're fighting pros with bluetooth-enabling the tools at checkout. What could go wrong?
The amateurs will certainly be foiled, while the pros will pay crackers to build a work-around.
Meanwhile, the enabling device will become another point of failure in the product and will cause more warranty claims and dissatisfaction - and there's nothing quite as annoying as being in the middle of a job and having a tool breakdown, especially a newer one that is expected to work for years.
Would also be likely that they'll have miscellaneous connection failures while trying to enable the tool at checkout, e.g., just from EM interference in random locations; that'll make for happy customers...
Sure, it is a serious problem, but I'm not sure this is a good solution.
I started shopping pretty regularly at Home Depot after buying a house about eight years ago. I used to be surprised after paying when the alarm sounded as I walked out the door. I would stop and turn around, and usually a cashier would wave and say "you're okay!"... or just wave impatiently... or there would be no cashiers. It got to the point where I had a little bit of dread every time I walked out the door ("Is it going to go off this time?")... It is somewhat embarrassing to have other customers look at you like you must've just stolen something.
After a few years of this, I noticed the cashiers don't even look at the door anymore when the alarm goes off. I've never seen a security person at Home Depot.
I'm more likely to buy tools and parts online now. Home Depot has become the last resort unless I need something immediately, or need raw building supplies. Because I don't want to feel like a criminal moments after paying for what I'm carrying.
After a few years of this, I noticed the cashiers don't even look at the door anymore when the alarm goes off. I've never seen a security person at Home Depot.
I'm more likely to buy tools and parts online now. Home Depot has become the last resort unless I need something immediately, or need raw building supplies. Because I don't want to feel like a criminal moments after paying for what I'm carrying.
Next stop:
* You need to use the same technology to activiate premium features via a subscription
* You cannot resell them
etc etc
* You need to use the same technology to activiate premium features via a subscription
* You cannot resell them
etc etc
I've got two complaints here as a legitimate and frequent consumer:
1) They already chain down all the tools and/or keep them boxed without store displays such that it is very difficult to evaluate tools you might wish to purchase. You can't even pick them up to get a feeling for the weight. Many of the more robust tools (table saws, drill presses, etc) they don't keep in stock either.
2) So many of the accidental thefts in the comments are due to self-scanning. Well - why were consumers forced to self-checkout in the first place? Because HD never has enough checkers, their checkout areas are poorly designed for the kinds of bulk items being purchased, and basically HD is being cheap and wants to lower their costs by putting the burden back on the consumer. Sure, I do my best to scan accurately and ethically, but I can completely see how this happens and it is difficult to blame the consumer when HD has deliberately funnel you into self-checkout.
1) They already chain down all the tools and/or keep them boxed without store displays such that it is very difficult to evaluate tools you might wish to purchase. You can't even pick them up to get a feeling for the weight. Many of the more robust tools (table saws, drill presses, etc) they don't keep in stock either.
2) So many of the accidental thefts in the comments are due to self-scanning. Well - why were consumers forced to self-checkout in the first place? Because HD never has enough checkers, their checkout areas are poorly designed for the kinds of bulk items being purchased, and basically HD is being cheap and wants to lower their costs by putting the burden back on the consumer. Sure, I do my best to scan accurately and ethically, but I can completely see how this happens and it is difficult to blame the consumer when HD has deliberately funnel you into self-checkout.
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If this is organized as they say, it'll be broken in a week. Change the checkout process. Customers can bring a little box under the display, and a tool cashier brings out the actual tool. Or, when purchased at the front you get an electronic ID for each tool you then go back and redeem with an employee at the tool isle.
Alternative headline: Home Depot discovers a way to introduce power tools that can fail due to software bugs.
Dark and stormy night in Pacific Northwest. I've finished a long day at work and am heading to meet family at the cabin in the woods. I get a text: "There is a mouse. Buy traps before you come." So I pull off the highway and hit a suburban Home Depo. I grab a wide selection of anti-mouse devices and potions. I try to buy my items but, in a deserted store, none of the cashiers are manned. The "manager" points me to the self-checkout. Ugh. My packing-wrapped packs of mouse traps wont scan. Manager "helps" but then turns it over to me to type in the numbers. With the manager watching I pay, bag my stuff, and leave.
In the parking lot I spread my assortment of mouse-killing paraphernalia on the passenger seat and sent a photo to the family at the cabin. Then I notice my mistake. I paid for two 2-packs of rat traps when in fact I had taken two 4-packs. Do I go back and correct this crime? Do I talk to that useless "manager" and spend an hour struggling to undo my mistake via the self-checkout? Do I risk missing the last ferry? I got into my car and drove on into the night. I am a shoplifter.