Are internet sales taking business or not?


I got into a heated discussion with my friend the other day about internet high-end audio sales. He felt that the internet was stealing business from retailers. I argued that retailers are losing business because they offer such poor customer service. By driving hungry customers away, retailers create a market opportunity that internet companies seize. In a 12 year period, my visits to 9 high-end salons in 5 states yielded only 50% satisfaction. 25% of the time the sales was sub-standard (meaning I might buy, but with much reluctance), and the other 25% was incredibly poor (I wouldn't buy, period!) Any comments?
ivory1

Showing 1 response by bigkidz

You all make very food points. Ccertain manufactureres do not let dealers advertise online like Krell, Levinson, etc. In general the dealers lost trade in sales remember when you paid full retial and got $.25 on the dollar with your trade in? When you buy on line, you really do not know what you are getting. I have issues with sending large sums of money to someone I do not know and where I cannot see the component I am buying.

I am still told told by manufacturers that the local dealer provides service. I still do not know what that means, higher prices and an attitude?

The other issue is pricing. I have not paid list price for most of the itmes that I have purchased in my life. Home, car, etc. So why would I pay list price for a stereo system. I remember 15 years ago walikng into a dealer who put together a $5000 system for me with a Kinergetics power amp, CDP and Vanndy 2CE speakers with cables, etc. I asked for a discount and they told me that they do not offer a discount. I was in NYC the next day and the local stereo shop had the Kinergetics amp on a close out for 50% off. Sold!

So they need to define what service they provide and offer better pricing. I don't think they need to offer 30-50% off but on a system purchase maybe 15-25% would be in the ball park.

Last, my friend who is a dealer has told me time and time again that the people who take up the most of his time to come into the store and listen to different components usually do not buy. Well, that is the same for my business too. In order for me to win a deal, I have to take the time to prepare a proposal and sometimes follow up with a product demonstration and that does not always result in a sale.

This past week I was looking for a preamp that retials for $8K. The dealer would take my one year old Pass X-1 preamp trade in plus $4K. The dealer probbaly gets 40% off retail so that is $4800. They could sell my pass for maybe $3K and make $3800 profit on this transaction. I would rather have sold my X-1 for $3K myself and paid 20% off the retail ($6200) for $800 savings.

That is all from me, and Happy Listening.