A Trip to Future Shop...

[mmorais]

My problem with FS and BB (and any large chain for that matter) is that they don't value the customer at all. The sales people lack the training and knowledge not just on their products but on Customer Service skills in general.

Here's my most recent example. This morning I went into Best Buy to pick up the Microsoft Xbox High Definition pack. The website has the picture of the one that's basically just a box that you supply your own cables for (component video, RCA or digital audio)...this is important for those of us who's component video goes to the TV but the audio to a receiver that's a fair distance from the TV because Microsoft makes another one that they supply the cable for but the actual audio and video cable length is about 6"...not long enough to go to my TV and receiver at the same time. Of course I want the one that's on their website for the same price of $39.99...it also says it's in stock in the Sherway store where I am. Of course they didn't have it on the shelf so I asked. After talking to two sales people, one looked up the code form the site and their computer told her they had it in stock...she went in the back to get it. Of course, she came back with the wrong one...that's right, they have the same UPC code in their system for both units but don't actually sell the one on their site.

So when I point out that it's the wrong one we get a supervisor involved. I have to go through it again and demonstrate to them they have it wrong. He finally concedes after arguing with me. So now I ask for RCA couplers to extend the one they have. Off we go to the audio section where it takes *4* audio sales people for one of them to understand what I'm asking for. He comes back with two Recoton RCA couplers. (I have plenty of cables). So now I turn to the supervisor and say "you're giving me those for free right? ($12 value). He says "No" and laughs. So now it's back to having to "discuss" it. I say "look, I came in here and dragged my 2.5 year old along because your website says you have the *other* product in stock...it's not my problem you have incorrect codes for both...it's Best Buy's problem. You have a solution that does what I need but it's now $52 instead of $40. I'm not paying for Best Buy's mistake." i think I'm being perfectly reasonable so off he goes to ask a manager who says "no". So I tell him there's no way I'm paying for them so I'm gonna be writing a complaint letter to head office. Off he goes again and comes back with someone *else* (person number 8). He tells me to just order it off the website. "But if I do that you're going to send me the WRONG ONE....and oh yeah...I'M HERE!" and I have to explain it all over. So off they all go and *finally*, 45 minutes and at least 8 people later, they give me the couplers for free.

*whew*. Sorry that was so long. Now here's what *should* have happened:

I go in, talk to 1 person when I can't find what I'm looking for, he goes off and comes back to say "the webiste is wrong, we're sorry about that. I have an alternative solution if you're interested in it." Then be open to throwing the couplers in for free. *maybe* tying up 2 people to do it.

I guess the point of my rant is a question: When did the customer become "always wrong" instead of "always right"? These large chains need to learn that lesson all over again.

[os]

Originally Posted by mmorais

My problem with FS and BB (and any large chain for that matter) is that they don't value the customer at all. The sales people lack the training and knowledge not just on their products but on Customer Service skills in general.

I think they are paying those people very low salaries (like for "general labor"). I wouldn't expect them to be very knowledgeable. I also think the lower management has the same problem and even if there are some knowledgeable sales people they are not properly promoted.

[Vision]

If you want customer service you will pay for it in the cost of the merchandise. Big chains stores pay poorly and it reflects on how people feel about there jobs. If you made peanuts would you go that extra mile? If your not willing to go to the small mom and pop shop and pay more for good customer service than you really have no right to complain. Big chain stores are in business to be cheaper than most other stores. Nothing else. I know this when I go to F.S, B.B or any other big chain type store. If I want customer service I can go to local electronic boutique and get expertise at a price. That being said I shop at big chains stores because that is where I can afford to shop. Obviously I am in a large group of people that do the same otherwise these places wouldn't be in business.

[mmorais]

Originally Posted by os

I think they are paying those people very low salaries (like for "general labor"). I wouldn't expect them to be very knowledgeable. I also think the lower management has the same problem and even if there are some knowledgeable sales people they are not properly promoted.

I really hate that excuse. It has nothing to do with salary and everything to do with training and Customer Service skills. I'm paying Best Buy prices for something like the item I bought today so I expect quality service. These large chains are driving the little mom and pop shops out of business...they're creating a monopoly and eliminating the places where personal service was everything.
I think they have a huge responsibility to UP service levels...not eliminate them.

[mmorais]

Originally Posted by Vision

If you want customer service you will pay for it in the cost of the merchandise.
Big chain stores are in business to be cheaper than most other stores. Nothing else. I know this when I go to F.S, B.B or any other big chain type store.That being said I shop at big chains stores because that is where I can afford to shop. Obviously I am in a large group of people that do the same otherwise these places wouldn't be in business.

These chains do not offer lower prices. They offer convenience at the expense of service and in *most* cases only offer MSRP or *higher* prices.

If I'm paying their prices I have the right to expect some good service regardless of price or salary levels of the employee. I think it's sad that we're letting them off the hook so easily.

[os]

Originally Posted by Vision

If you want customer service you will pay for it in the cost of the merchandise. Big chains stores pay poorly and it reflects on how people feel about there jobs. If you made peanuts would you go that extra mile? If your not willing to go to the small mom and pop shop and pay more for good customer service than you really have no right to complain. Big chain stores are in business to be cheaper than most other stores. Nothing else. I know this when I go to F.S, B.B or any other big chain type store. If I want customer service I can go to local electronic boutique and get expertise at a price. That being said I shop at big chains stores because that is where I can afford to shop. Obviously I am in a large group of people that do the same otherwise these places wouldn't be in business.

Unfortunately they actually fail in being cheaper and also they fail in having the newest gear. I buy all my PC components from a small shop (ncix) and I usually pay 30% lower than at FS or BB. Also you can get TVs or projectors at substantially lower prices from on-line shops.
I think one of the advantages of big chains was that they can address the needs of uninformed customers by providing a good level of customer service. But they seem unable or unwilling to do that.

[os]

Originally Posted by mmorais

I really hate that excuse. It has nothing to do with salary and everything to do with training and Customer Service skills. I'm paying Best Buy prices for something like the item I bought today so I expect quality service. These large chains are driving the little mom and pop shops out of business...they're creating a monopoly and eliminating the places where personal service was everything.
I think they have a huge responsibility to UP service levels...not eliminate them.

Well, I agree. But I would also expect them to be paying the employees normal salaries for the job (and reduce costs by maybe reducing the huge salaries of upper management and also reducing the number of useless upper and middle managers).

[JohnnyG]

Let's face it...Future Shop and Best Buy are really Wal-Mart or Zellers, but with electronics. You don't go into Wal-Mart with a bunch of questions on which detergent is better for dark colours, and you shouldn't expect to go into FS/BB with a bunch of technical questions, either.

That's why independant dealers still play an important role in this market! Let's not forget about them.

[mmorais]

Originally Posted by JohnnyG

Let's face it...Future Shop and Best Buy are really Wal-Mart or Zellers, but with electronics. You don't go into Wal-Mart with a bunch of questions on which detergent is better for dark colours, and you shouldn't expect to go into FS/BB with a bunch of technical questions, either.

That's why independant dealers still play an important role in this market! Let's not forget about them.

True but in my experience this morning, and in general, I'm not after technical resources. I'm simply after the convenience of going to my local close BB and finding exactly the item I know I need. It's when you need someone to point you in a direction to get it or the really simple things where these chains are failing. Hell, even at Walmart if I ask a simple question someone trips over themselves to make me happy. Not so at FS and BB.

[JohnnyG]

I think if you went into Wal-Mart with a similar kind of UPC mix up, you'd end up with the same blank-face expression from their floor staff. And then you'd have at least as much trouble getting free product because of that UPC mix-up, too.

Just before the holiday's, I went to one Future Shop because their web site said they had the ceiling speakers I wanted in-stock. They didn't. So then I went to another store where they were listed as being in-stock. They weren't. So then I ordered them on-line and got them in 2 days. Then last week, I went to Best Buy looking for car speakers that they were supposed to have in stock. They weren't again! Thankfully, I found them at the 2nd Best Buy. Then I went back looking for an accessory that they were supposed to have in-stock. They didn't. I decided I had endured enough and mail-ordered the parts from the US.

[Dog Byte]

Originally Posted by JohnnyG

That's why independant dealers still play an important role in this market! Let's not forget about them.

What independant dealers? Around here the independant dealers sell farm supplies. At the local FS the staff tries to help and the sale prices can be pretty good. At least they don't lie like the folks at LD. (It's been the same story at a few stores so I assume it's part of the training.) The lie? By the end of 2005 all the channels will be high def and you'll need a HDTV or a converter for SDTVs. (Their biggest SDTV is 27".) Oh, and Europe has had high def for 10 years now.

[57]

Originally Posted by Dog Byte

Oh, and Europe has had high def for 10 years now.

Huh? Europe has PAL or Secam, slightly superior to NTSC, however, a long ways from HD. (or was that part of the lie?)

[bgclarke]

Originally Posted by Dog Byte

Oh, and Europe has had high def for 10 years now.

That is actually sort of true.

PAL has a better reolution than NTSC (576 versus 480), and that's the primary reason why HDTV is not taking off as quickly in Europe.

[57]

We had this Europe discussion in another thread, but I believe that Europe has not gone HD due to the smaller homes and the typically much smaller TVs where HD doesn't make much difference, especially when compared to PAL/Secam, as you mention.

http://digitalhomecanada.com/forum/s...ad.php?t=15714

[JohnnyG]

Europe doesn't have HD because they opted for a multi-channel DTV service. Quantity over quality.

Oh, and that whole HD-MAC thing, too