Deceiving customers is a trademark of the internet. A lot of companies will deliberately miss-word offers to this end.
My favorite is the small unknown companies that advertise product they don’t have (stating it’s in-stock). You place an order and when they get enough orders, they do a large quantity purchase with their source to get a cheap price they can make money on. Sometimes the customer has to wait a month before thier product actually ships.
Then there’s the companies that take your money and don’t ship at all, companies that ship something different from what you ordered, and companies that ship refurb and/or defective product.

I’m sorry this happened to you Julie but I’m not sorry for you. You work covering this industry and yet you made such a purchase - is there really no good A/V shops in your area you would support and/or give your business too? You admit to getting things from BestBuy all the time, do you like the service you are getting there?

I have a ‘tirerack.com’ distribution center right down the road from me. I can go and purchase tires for really cheap prices there. I choose to go to a local dealer and pay nearly double the price for the same tires, simply because of the service. Do you think I believe tirerack.com would/could take care of me if I had a problem with those tires?

I really don’t understand people’s purchasing habits anymore. I can understand somewhat young people not having learned thier lesson yet, when it comes to looking at the overall picture and being lured by low prices. I just can’t understand everyone else.

I’m reminded of that famous saying from that ice cream shop in CA - “There are customers to whom price is the only consideration. There are other people who will provide a shabby product at a very low price, and those customers are these people’s lawful prey.”

Yeah, I took a risk posting this story. I’m going to get a lot of crap, and deservedly so!

Go ahead, bring it on (cringe).

I’m not surprised that an internet retailer did this. I look forward to Amazon’s response or non-response. Next time, buy from a local A/V dealer who will gladly give you white glove service without charging you.

Yup, Ann! I’m going to hear it from all my dealer friends in the Twin Cities.

Being a A/V dealer for home and office we get the same story from customers , I found the same product on the net for $100 less. I give them the pitch as We are here, we live here you have a issue we have a issue.  I think buying local, banking local, is good for all. We made the mistake of buying a few monitors from a internet site for a customer all 3 have issues I loaned them 3 other monitors so the manufacture remans them and shipps them back.  I had no wholesaler to make it there issue.  I net is a good place to reserch and buy airline tickets.  Buy local and trusted sources and get the service, unless it’s a slow news day.

Since you bought from Amazon, you used a credit card.  Call the card company.  Tell them your story.  They will happily let you dispute the charges, which will require Amazon to take you seriously.

Nathan, didn’t you hear what Pauldee said? I didn’t by it from Amazon, I bought it on Amazon!

Seriously, great idea, but TigerDirect was the merchant, so there’s no recourse against Amazon.

Who needs the hassle anyway? It’s just a matter of principle, and a great way to impart the lesson BUY LOCAL, HIRE A PRO!

Julie, Julie, Julie.  “BUY LOCAL, HIRE A PRO.”  I am confused.  You stated you were going to buy it from Best Buy, right?  Is this local?  Sure they have a store, but they are a national chain.  I am amazed that you are a writer for CE Pro and yet choose not not select a truly local installer that would have been not only able to deliver you display but also properly configure it as well to give you the best possible picture.  I say shame on you and I will probably cancel my subscription to CE Pro.  Why should I support your organization when you do not even support ours.

I’m working on a blog post of my own on related issues, but in the meantime I’ve got a question Julie: why are you, of all people, buying retail, online or otherwise?

Someone with your eminence in the CE trade media ought to be able to get a TV from a manufacturer or distributor at their employee pricing.  I’m sure Mitsubishi or whoever would have been pleased as punch to sell you a TV themselves.

Besides that, aren’t you friends with at least one quality integrator in your area who would cheerfully install it for you for time and materials?  Maybe even just for a case of beer?

Ouch, Dave!

Believe me, I hired a couple of great pros the first time around to do my installation and configuration, and I intend to hire one again for round 2. We’re sort of broke right now so I’m just going to plug the thing into my crappy old Media Center, and plug that into my plain old cable service.

It is replacing a 10-year-old 50-inch Mitsu rear pro that is about 2 feet thick.

Baby steps.

But, yeah, I deserve the grief.

Julie - You didn’t mention trying to go to Amazon corporate. The best chance of getting satisfaction is when you start at the top, and I mean at the top. Do not expect to get paid for “time and aggravation”, but do expect that Amazon will provide what they [clearly] advertised. If they refuse, then it is up to you to pay someone else to do the job. If that happens, you can sue them and be reimbursed in what will most likely be small claims court. Word to the wise; keep good records and notate dates, times and names of people you speak with.

As an internet retailer, I take issue with stereotyping all internet sales organizations as dishonest. At both our web stores, we take great care to word our promotions in terms that are clear, legal, honest and morally upright. Here is but one example: When we show the price of an item, we show the “MSRP” (Manufacturer’s Suggested Retail Price) and then show our selling price, so that the customer can see their true discount when buying from us. Our so-called competitors show a “Regular Price” (which is typically 10%-20% higher than MSRP) and show their selling price at or about our selling price. I guarantee you that they have NEVER EVER sold that item at their “regular price”, but it still leaves the “illusion” that the undiscerning customer is getting a better deal at their store than at ours. This unscrupilous practice is just as egregious and reprehensible as your experience with Amazon’s “White Glove Delivery” service. I don’t understand how my competitors OR Jeff Bezos can sleep at night with these kinds of things going on, but as far as the Amazon CEO goes, I assume that a bazillion bucks in the bank acts as one awesomely powerful sleeping pill.
I too was tempted to buy my Sony Brevia 50” widescreen TV from Amazon last Christmas when they were closing them out. I was even attracted by the offer of “White Glove Service” by Amazon but instead chose to award the business to my local A/V dealer, Sherman’s. They had a competitive price (not the lowest I found, but fair) and although I had to pay a nominal fee for inside delivery and setup, I knew that - IF I had a problem after the sale - there were folks who live and shop right here in the community that I can go to until whatever is wrong is made right. For commodity items like patch cords and blank CD’s and print cartridges, sure - if you can get a better deal online - it is almost risk free. But with big box items - ESPECIALLY A/V - a local A/V dealer or professional integrator is your safest bet.

Lee, I asked several manufacturers and distributors about buying B-stock or anything, and the deals weren’t much better than online. I didn’t want to trouble them just to save a couple hundred bucks.

I don’t mind taking discounts from mfrs—I’ve bought plenty of product at cost—but I would not want to slight an integrator.

Ed, Amazon’s chief counsel Michelle Wilson got an email from me this a.m. I guessed at her email address and it didn’t bounce back, so I suppose it got there.

Tim, I agree there are some great online retailers out there (including Amazon except for this bit of fraud).

Fair enough Julie, but those guys at the manufacturers are your professional acquaintances, maybe even personal friends of yours.  If your TV goes kerplooey, who’s more likely to help you out, your friends or Tiger Direct?

I have done a lot of shopping with Amazon and I agree it is very confusing how all the different resellers and shipping options operate.  Amazon even offers order fulfillment for 3rd party vendors where you purchase from someone else but Amazon ships it and gives you the benefit of their free shipping.

What I have found however is usually Amazon is fairly good at showing shipping charges when purchasing through a 3rd party.  If you have a screen shot of the whole page you will see in the blue box on the right the product cost and the shipping charges if any.  Again its in small print but its there.  Also I’m surprised you didn’t notice the shipping charges on your order as you were checking out?

Lee—if something goes wrong with the TV, THAT’s when I call my friends at Mitsu! But the first one has lasted more than 10 years (and still going) so I feel pretty good about my chances.

David, I DID notice the shipping charges at checkout. I didn’t feel like quibbling over the $62.  I figured that the free delivery service came from Amazon, but there were still charges from Tiger. I did call Tiger right away on that, and they said as much.

Julie,

You did not want to trouble them (B stock distributors) for a few hundred bucks but yet you took the time to bash Amazon over $62.  I know, I know the principle of the thing.  However, anyone who buys on Amazon should no that if you are linked to another vendor you will fill out their online order form which will give you an amount for shipping, etc.  That was the time to dispute the $62.00 not after the fact.  So because you made a mistake you take the power you have as a writer for CE Pro to turn this into a woe is me case. Your boss should be so impressed.  Give it up!  Report on real newsworthy items in the industry.  How we are to deal with the downturn, opportunities for new markets, etc.  That is why I read CE Pro. Not to hear how you were mislead into paying $62 too much.

I agree with Dave. Your “loyal” readers are now a bit confused. I have a feeling many independents thought you supported them, writing for ‘CE Pro.’

I won’t cancel my subscription to ‘CE Pro.’ I just won’t read your articles anymore.

Shame on you. Now don’t argue- Just pay them what they deserve to deliver it to you, whether inside your home or to your curb. We all learn lessons the hard way. Next time, buy local.

Julie,

I don’t agree with all this bashing of internet retailers. Amazon does open themselves up to this though by allowing other sellers on their site. Now Tigerdirect is responsible for listing that TV on the Amazon system. My question for them would be was “FREE white glove Delivery” part of the jpg photo on the product? Who provided the photo inluding that graphic? If tigerdirect used the wrong photo it is they who need to honor their listing. Who charged your card? Was it amazon? or Tiger? Definately contact your credit card though I would say this is tough to prove. How did you get the image for this article? I searched that model just now and tigerdirect is not listed as a seller of that model.

It seems to me that the graphic was improperly added to the tv photo. Someone selected the wrong photo with that graphic. Whoever charged yoru card must take responsiblity for that graphic.

I hardly think the person who bought from amazon is at fault. Its more false advertising than anything else. And do you believe the yahoo’s at BB know anything more than delivering product. Most so called reputable dealers instill little or no confidence in me either. If you want it done right these days you have to do the work yourself.

Bob ... good catch. I put a caption under the leading image. That one is doctored. The other one is the real thing.

I have scoured Amazon.com and can’t find the same fraudulent ad anywhere.

OK OK OK Everybody get off Julie’s back. Julie I am sorry but I need to let the truth be told.

Julie was doing this as an undercover mystery shopping experiment for an research on an upcoming article…..

She knows to buy from the local dealer who provides her the service she deserves. Come on people don’t you think she knows how to make a purchase from a dealer, distributor or manufacture directly at a fair value WITHOUT causing and conflict for her.

OF COURSE SHE DOES. Sorry to let the cat out of the bag but that is the real story and she’ll stick to it….riiggggggggghhht???!!

Oh, Julie ... welcome to my world!  I work for a major retailer that sells several thousands of consumer electronic products on Amazon.  We are one of those companies that sell ON Amazon, but we are not Amazon.  Our biggest challenge is to educate the shoppers and explain the difference between our product selection, prices, shipping, and specials ... and how that compares to all the other retailers who sell on Amazon.

In my experience, there are a lot of advantages to having other retailers (like us) sell through the Amazon web site.  We’ve enjoying an increase in our overall sales, and Amazon is one of our top customers.  However, their system has a lot of flaws and glitches.  You experienced one of them.

Is the point to your story to encourage your readers to buy local or to point out the flaws at Amazon?  I think a little of both.  My take is that shoppers need to be very alert to all their purchases during this holiday season ... regardless of if it is online, at a national chain or your local mom and pop shop.  Everyone is trying to save/make an extra buck and misleading information (whether intended to be fraudulent or not) can get the best of us.