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A/V Company Proves to Clients: You Can’t Get a Better Deal Online
David Ault (left) of Oakdale, Minn.-based Audio Video Planners.
One "local A/V guy," David Ault of Oakdale, Minn.-based Audio Video Planners says no way.
He went to prove it when a customer balked at a few audio/video line items on an AVP proposal. The client balked at the few-hundred extra dollars AVP was charging for gear that was available online for "way cheaper."
With the client listening in, Ault called the online vendors to "buy" the products listed.
Ault prepared a transcript of his conversation with the vendors, which he shared with CE Pro.
These conversations (not verbatim) took place on March 29, 2008, regarding a 65-inch plasma TV.
Needless to say, after listening in, the client scrapped plans to try to save a few extra bucks, and bought his gear from AVP.
Conversations with the Internet Vendors
Internet Vendor 1 (eBay power seller)
AVP: Do you have this TV in stock?
Vendor 1: Back-ordered
AVP: What should I do?
Vendor 1: Call back daily until we have one.
AVP: How much would shipping be for the TV?
Vendor 1: $325 for "basic shipping" once we can get one.
AVP: What is "basic shipping?"
Vendor 1: A semi truck, not a lift gate truck.
AVP: So, that means that I have to help get a 65-inch plasma off of a semi trailer?
Vendor 1: Yes sir. Residential trucks are more than the $325 quoted on our site.
AVP: What if there is a problem or the TV is broken? Or, worse yet, what if there are pixels out on the TV? Panasonic claims that up to four pixels can be burned out in their warranty information. Who will check this for me?
Vendor 1: You must do that while the driver is still on site.
AVP: What! In my driveway?
Vendor 1: Yes sir. The driver will wait.
AVP: So, what if I don’t test the TV until I can get it into my house?
Vendor 1: Then you repackage the TV and pay the shipping back if a problem is found.
When you consider the added costs of Internet CE sales, you might get a better deal from a local A/V shop, where pros will test the TV, deliver it, hook it up, and take responsibility for it.
AVP: What about a replacement TV?
Vendor 1: Sir, you pay ALL shipping expenses as our terms state.
AVP: Even for a replacement?
Vendor 1: Yes sir. We might be able to give you a $100 discount if you need a replacement.
AVP: So…I would pay to ship the TV here, ship the TV back, and then pay to ship the replacement TV here – all with lift gate trucks? I may be looking at as much as $1,500 in shipping fees?
Vendor 1: That is a possibility. It is a heavy and large TV.
AVP: Thanks, but no thanks.
Internet Vendor 2
We called the second Internet vendor and asked if the TV was in stock. We were put on hold for 15 minutes, literally. Finally, the vendor came back on the line to say, "We’re out," and hung up on us without even providing an estimated time to restock.
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41 Comments (displayed in order by date/time)
This is an actual transcript, where the dealer called the four online vendors that the customer brought to him.
obviously, the experiences will be different everywhere.
I personally had a very good experience with TigerDirect, but my husband did have to help the guy carry in the 60-inch DLP.
In any case, the dealer gives insight into the proper questions to ask—something I could have used in my own experiences!
This can certainly be correct if you’re buying from any random online company that has the ‘best’ price. If you go with a solid vendor with good customer support like crutchfield, tiger direct, or newegg it’s a different story. I just got a 50” plasma from crutchfield, no issues whatsoever
I’m sorry, but these anecdotes don’t “prove” anything. The only thing this A/V company is proving is that they are just as shady as some of those online merchants.
I think what they are trying to say is do your home work before you buy or you’ll get what you deserve.
Well I guess it depends on WHO you order from. Some internet supply companies are very good and and some B&M;stores stink. Buyer beware…
You got it, PE! There is good take-away on this story. Ask the right questions, and don’t assume the local guy is (much)more expensive, all things considered.
Maybe the critics of brick and mortar storefronts would be pleased if all non essential buildings went away. no more retail, restaurants, grocery stores, libraries, theaters, museums etc. Just buy your stuff and interact only with society online. If you want to go out, maybe you could visit a hospital or one of the few neccessary public services that would remain. or is this criticism limted only to the CE industry?
So did they close the deal, or did the customer walk? Sounds to me like they proved their point, but lost the customer (even though he obviously wasn’t going to buy from them anyway).
Here’s a nice tool for you integrators who have people bring in prices from scammy illegitimate online stores…look up their actual storefront here, and see if the customer still wants to do business with them!
Trent—sorry if the article was unclear on that point. They WON the customer.
I will start to consider local vendors when they decide to get competitive with their prices again.
Best Buy last week announced their sales were down 70% last quarter. Maybe if they had better prices (or matched online vendors), I would start considering buying from them again.
When their prices is hundreds of dollars higher, it’s not worth it for me to shop local.
BillyBob -
This is the point. Being “competitive” with some scam unauthorized dealer buying everything sideways from another place is fraught with hidden charges and risk. There is no competitive proposition in terms of service and, as the article proves, price.
Being “competitive” with some joint that isn’t supposed to be selling the gear to begin with is like asking a dealer to be “competitive” with a garage sale or Ebay posting.
All these ‘internet’ vendors were cherrry picked.
I recently bought a Panny BD35 through Amazon with 4 movies for $225. No hassles… no haggling and every local vendor has been firm in the $299 price.
I buy local only when they try to be competive.
The logistics of buying a BluRay Player and a 65” Display are totally different. And there’s a huge difference between price and value.
OMG! do you people pull this when you go out to eat? oh waiter, I can get this meal cheaper across the street and they’ll throw in a free appetizer. what can you do for me?
Sensationalist BS. Newegg shipping is $100 and they set the TV up for you. Get a clue cepro. BB wants 300 dollars to deliver and setup your TV. Granted, that includes their half assed attempt at a calibration.