WHITE GOODS - ONLINE AND SHOP & Service

[It'sNotWorthComplaining!]

My elderly mum's fridge blew up yesterday after 30 yrs of faithful service. I dropped my Waeco down to here so she could store her foodstuffs. Being on a pension she has to watch each $.
I did the quick look at online catalogues from most of the popular retailers.
Then I found a site called Online appliances.
the had a fridge which suited the space and budget $697. This included delivery, unpacking, installing and disposal of the old fridge.
Now it showed pics of the fridge, but we wanted to see one in the flesh.
So off to the local shopping strip, Good Guys, Hardly normal and an other electrical store.
Good guys had the fridge we were interested for $749 less for cash. Plus( they charge about $50 delivery)We were there for about 15 mins no sales man even approached us, they were in a small group chatting. So we walked out
Across the way was Hardly normal, we went to the white goods section, found the same fridge , but it was 30 litres smaller and $100 dearer, with a sign, if we could find it cheaper let them know. Again no salesman even came towards us. There was one sitting at a desk was was homing in for the kill on someone. Interest free most likely.
Again we walked out.
A little further down was another appliance store.
They had the Fridge we were after , but it was a manager's special price marked down to $825. A young salesman approached and I told him his price was not competitive, I said the Good Guys had it much cheaper and offered less for cash.
I said I could get it much cheaper again and showed him a print out of the web page.
He said they don't beat web prices, I would have been happy to get the same deal. He said he had to talk to his manager and came back with a price of $735 delivered and old one taken away. I said thanks but no thanks as online my pensioner mum would save herself another $40.
So back to the car which was parked out the front of the Good Guys.
I said to mum lets go in again. So we waited at the fridge section and no one asked us if we needed a hand. So i walked up to a saleman and said could he help us.
I also told him the this is the second time this morning we had been in his store and no one offered to attend us.
I said we waited 15 mins before we walked out the first time.
He apologised and was more than happy to look after us.
I showed him the online price for the same fridge, and asked it he could match it. He Said no, we will beat it .
So we did the deal, $669 including delivery and disposal of old and remove all rubbish, carton etc.
Then asked if we would like to have it delivered today as well.
so it pays to complain sometimes. and mum got a cheaper deal.
I arrived a couple of hours later, no probs with delivery staff and they plugged it in and set the controls for mum. Very professional

[incisor]

big ****in deal

you screwed a few people over to save a few bucks for your dear old mum..

for 40 bucks more you could have helped a family business continue to employ local people who were obviously much more service orientated than the peanuts you eventually sold out too for your saved 40 pieces of silver .....

makes you wonder why they bother to try.......

well done!

and i bet you will be one of the first ones to complain when you cant get any service anywhere in the future...

[slug_burner]

big ****in deal

you screwed a few people over to save a few bucks for your dear old mum..

for 40 bucks more you could have helped a family business continue to employ local people who were obviously much more service orientated than the peanuts you eventually sold out too for your saved 40 pieces of silver .....

makes you wonder why they bother to try.......

well done!

and i bet you will be one of the first ones to complain when you cant get any service anywhere in the future...

That's a bit harsh, they did buy from a local retailer providing employment and the best price. Some will go for service but some will still have to buy on price.

[It'sNotWorthComplaining!]

big ****in deal

you screwed a few people over to save a few bucks for your dear old mum..

for 40 bucks more you could have helped a family business continue to employ local people who were obviously much more service orientated than the peanuts you eventually sold out too for your saved 40 pieces of silver .....

makes you wonder why they bother to try.......

well done!

and i bet you will be one of the first ones to complain when you cant get any service anywhere in the future...
At least I didn't go and buy overseas like many on this forum seem to do.;)

[incisor]

At least I didn't go and buy overseas like many on this forum seem to do.;)

and your to be congratulated for that...

but ...



That's a bit harsh

i imagine it would be viewed by many as being that but buying on price aint going to help anyone in the long run cause further down the line it is going to cost everyone including his dear old mum, more for less

look at what the bunnings model has done for hardware ....

[It'sNotWorthComplaining!]

That's a bit harsh, they did buy from a local retailer providing employment and the best price. Some will go for service but some will still have to buy on price.
What he missed is the lack of service, I should have bought it from the UK and then complained about Aussie retailers ripping people off. That gets a lot of support
As as for a piddly 40 silvers, some on here seem well off, but when one had been a battler most of their lives, 40 silvers can be a big difference to what one has left in the purse after a week.
And I'm not referring to my mum.

[incisor]

What he missed is the lack of service, I should have bought it from the UK and then complained about Aussie retailers ripping people off. That gets a lot of support
As as for a piddly 40 silvers, some on here seem well off, but when one had been a battler most of their lives, 40 silvers can be a big difference to what one has left in the purse after a week.
And I'm not referring to my mum.

i didn't miss anything about service..



I said I could get it much cheaper again and showed him a print out of the web page.
He said they don't beat web prices, I would have been happy to get the same deal. He said he had to talk to his manager and came back with a price of $735 delivered and old one taken away.

and if you think i am well off then you are having yourself on again....

[98Disco]

Whilst I see what you're saying incisor, people will always go for the cheapest price available. Small retailers have got to get off their arse and provide a competitive price in a cut throat market or alternatively provide a good price with a point of difference. We can't sit back and expect that people will buy "aussie" products or from "family" retailers at a higher price than they can get from elsewhere and then have a whinge when they don't. When I have been to small retailers to try and do the "right" thing all I have been rewarded with is poor customer service, poor attitude and arrogance when negotiating on prices so I walk straight out the door...

A simple equation in my mind....

[incisor]

Whilst I see what you're saying incisor, people will always go for the cheapest price available. Small retailers have got to get off their a*se and provide a competitive price in a cut throat market or alternatively provide a good price with a point of difference. We can't sit back and expect that people will buy "aussie" products or from "family" retailers at a higher price than they can get from elsewhere and then have a whinge when they don't. When I have been to small retailers to try and do the "right" thing all I have been rewarded with is poor customer service, poor attitude and arrogance when negotiating on prices so I walk straight out the door...

A simple equation in my mind....

might have a lot to do with your attitude if you seem to get it everywhere :angel:

most small retail is pretty heavily customer orientated but am sure there would be the occasional exception. but that said most wont waste time on those with unrealistic expectations if they cant find common ground.

and your sort of missing the point ....

i don't expect anything, just trying to get people to think about the choices they make and the repercussions of those decisions further down the track.

small retail employs 95% plus of the retail workforce in AU but sees less than 38% of the income from retail sales.

that needs to lift if retail as a major employer is to survive in australia...

not everyone buys on price alone, thankfully, some see the bigger picture....

[inside]

not everyone buys on price alone, thankfully, some see the bigger picture....
I see the bigger picture and it's not looking good for retail. Retail or local retail is here because traditionally people didn't want to travel far to purchase their goods. Now a days you do your 30 minutes of research find the lowest price and it gets delivered in a day or so. Bricks and mortar stores are going to find it very hard to compete if not already. Even the ads on this very thread are telling me to shop online for my appliances.

As they say in business change or die. Getting upset won't stop the inevitable.

[LOVEMYRANGIE]

I agree with Dave. For the sake of a few bucks and in this case walking out over $40 when they offered you the best price is really an insult to the smaller retailer.
On top of that, how much of a tight arse are you when you can't even put your hand in your own pocket for $40, considering how much you cost her over the years feeding, clothing, educating......

Sometimes some people really need to extend their perspective before opening their traps and start whining.






Using Capitals, the difference between helping your Uncle Jack off a horse or helping your uncle jack off a horse...

[incisor]

As they say in business change or die. Getting upset won't stop the inevitable.

i am not getting upset, more like trying to provoke some sort of change of mindset where people think beyond their wallet, in my own small way.

just cause it aint going to happen doesn't mean i can't try :p

what happened to last weeks dilemma, mutual respect....

most amusing ....

[It'sNotWorthComplaining!]

I agree with Dave. For the sake of a few bucks and in this case walking out over $40 when they offered you the best price is really an insult to the smaller retailer.
On top of that, how much of a tight arse are you when you can't even put your hand in your own pocket for $40, considering how much you cost her over the years feeding, clothing, educating......

Sometimes some people really need to extend their perspective before opening their traps and start whining.



Using Capitals, the difference between helping your Uncle Jack off a horse or helping your uncle jack off a horse...

So You are a tight arse when you have a disabilty and have a limited income, you are a tight arse when you are a penioner. You are a tight arse, when you go to a retailer and no one bothers to serve you.

Are you a tight arse when you go and get land rover parts and the salesman says that is the best price, do you pay it knowing you can but it cheaper elsewhere.

I did not want to have a disabilty, I would love to have more disposable income, then I could have said mum he's the extra $.
but being a tight arse I could afford it.
At least I'm not the tight arse that shops on line and buys from the UK, Oh that's different, because they save money.

I wonder if the computer sellers that provide the tools for people to buy online ever feel guilty knowing that people will surf the net looking for cheaper prices that take business away form family businesses..

[incisor]

You are a tight arse, when you go to a retailer and no one bothers to serve you.

maybe, maybe not

many small retailers would give their right arm for a regular income at the moment i am sure.

according to the latest stats a substantial percentage currently qualify for a health care card they are doing that well...

that to me is scary when you know how many working people depend on the sector for an income ....

[vnx205]

.... ... .. ... ..... ....
so it pays to complain sometimes.
... .... .... ..... ....


Did anyone else notice a bit of a contradiction here?

:D:D:D:D

[98Disco]

The simple fact is if any retailers want to stay alive they need to find ways to match the other retailers whether it be price matching or offering extra incentives for purchasing there. There is no point in whinging about people going somewhere else to save money on exactly the same product/service as it is always going to happen, regardless of whether you are well off or poor. I thought it was only the 'younger generation' that was supposed to be 'self-entitled'!!

And to imply that someone is recieving the disablility benefit when they don't deserve it (don't even try to say it was 'just an observation') without any evidence whatsoever is plain rude. I get that you like to wind people up and create discussions but that is being just plain insulting.

Maybe also think about putting some sources for your 'stats' because last time I checked 95% of stats were made up! :)

I only get the attitude in small retailers generally. I have found the bigger retailers to have quite good customer service (maybe another reason that they are getting most of the business), but trying to generalise on the basis of my experiences alone is about as un-informed as having a go at someone for saving their mum $40 on a fridge....

[roverfan]

In one thread going we have everyone bitching about how the banks male it hard to survive and every penny counts, then this one is people attacking someone for trying to save money.

Personally if I know what I want to buy I'm not going to pay extra for "service" that I don't need or for some poorly trained monkey to try and flog me something with a higher margin, if I need advice and help I'll buy it from the person who helps me regardless of cost but if I know what I want the cheapest price wins everytime.

[Ivan]

I recently purchased some new tiles for my kitchen. Actually went with the local tile place rather than one of the chain stores. Reasons for choosing local were :
1. Price was within 10% of the chain stores
2. He was local so I didn't need to drive far to get them
3. He allowed us to take a bunch of tiles home to see if they looked OK and did not charge us for the tiles
4. He offered a service to cut holes in the centre of tiles for sockets etc
So by offering extra services he got our custom. However, I do not begrudge anyone saving money, especially when they need every cent they can get.

Ivan

[vnx205]

... .... ...
And to imply that someone is recieving the disablility benefit when they don't deserve it (don't even try to say it was 'just an observation') without any evidence whatsoever is plain rude.
... .......



Was this comment prompted by the following observation?



... .....
many small retailers would give their right arm for a regular income at the moment i am sure.

according to the latest stats a substantial percentage currently qualify for a health care card they are doing that well

... ....


If so, then I think you have misunderstood the observation.

The way I read it, the original comment was an observation that many small retailers' incomes are below the level that qualifies for a health card.

It was just an observation about small retailers struggling.

[It'sNotWorthComplaining!]

Sorry for being a tight arse, but ANZ bank sent me a statement that I owed them $58 annual card fee.
I don't owe any money and don't need the card.
I rang to cancel the card and because I am a customer of 4 years they reversed the annual card fee and said I am on a free card from now on and can cancel my card anytime and cheap annual interest.
Not much to some, but I saved $58.:)

[pando]

Hi Guys,

Not white goods but in a similar vein, my brother recently went shopping for car parts to rebuild the suspension on his Datsun ute.

The quotes he was getting locally were ridiculous verus online, to the point where it was just impossible to go locally as he simply couldn't afford it.

One of the better ones were the shocks, no name standard duty locally $760, online KYB heavy duty $310 delivered. The rest was similar mark up to purchase locally, nothing better than around 80% including delivery. Nobody was keen to discount at all, let alone match the online price.

Now, this little exercise has been the subject of many a discussion at family get togethers as of late, and I find it difficult (and so far nobody has been able to convince me) to consider that an 80% markup is reasonable. If it is, what are the factors driving up the price for the local bloke?

Does the local bloke need to go online in concert with his store, increase his throughput and lower his margins?

Both places regardless of location are going to have outgoings, I can appreciate that, and the online guys are probably going to be less (mind you one of the places he bought from runs a "real life" store as well) but for me, if the local bloke needs to put 80% on a product to make ends meet there is something very, very wrong with the retail business locally.

I used to be a "avoid big brands and buy local" type of punter, at any cost too but over the last year or so with the pricing and the generally pathetic service I have received, I have changed my tune. I just can't stomach getting ripped after having to deal with poor attitudes during purchase then not getting the support from the retailer (granted not his problem, it lies with the manufacturer but a bit of help in getting it rectified, not just showing the door with the number of the customer support line) when a product fails.

BTW, several of the local guys are big name national auto parts suppliers, with i would have thought BIG buying power. The independent was the best of the locals but still way up there, very helpful staff too, just couldn't afford to buy from them.

EDIT: Probably should have said this in the other thread regarding car parts, still the generalizations surrounding local versus online and markup I think are still pertinent here.

[Hymie]

My dear old departed Mum had a retail store in Warragul. 2 Discount stores opened up and the whole street went downhill for retail. It seems that they only draw people who are looking for cheap imported stuff and won't pay full retail. After a quick move to a new location with no el-cheapo stores profitability went up again.

[pando]

So would it be fair to suggest that local prices are higher because of online shopping (increased margins/lower profitability/slower stock movement) not lower as a result of competition?

Nothing ever works like I think it should.

[98Disco]

Was this comment prompted by the following observation?



If so, then I think you have misunderstood the observation.

The way I read it, the original comment was an observation that many small retailers' incomes are below the level that qualifies for a health card.

It was just an observation about small retailers struggling.

Thankyou for clarifying that and I think that you are right. Apologies to incisor for the misconstrued accusation!!!:wasntme:

[micko]

Had a so called "specialist" Land Rover service centre in Perth try to slug me $800 to a grand to change a clutch master and slave on a '96 300Tdi disco today. One that was recommended on here too. Claimed $500 or so in parts and $3-500 in labour.
Told him that I could source the parts locally myself for $270 in three phone calls and could do it myself in under three hours, as a total pleb. If I wanted to wait for parts from the UK it was just over a hunj in parts.
Honestly don't know how some of these plicks lie straight in bed.

[RobHay]

big ****in deal

you screwed a few people over to save a few bucks for your dear old mum..

for 40 bucks more you could have helped a family business continue to employ local people who were obviously much more service orientated than the peanuts you eventually sold out too for your saved 40 pieces of silver .....

makes you wonder why they bother to try.......

well done!

and i bet you will be one of the first ones to complain when you cant get any service anywhere in the future...


Uhmmmmm...Hate to tell you this Dave but.......Fridges Online advertise on this very site.:o

[incisor]

Uhmmmmm...Hate to tell you this Dave but.......Fridges Online advertise on this very site.:o
good to see they help pay for the place..

enjoy your kia ;)

[Hoges]

Hmmm so what are we arguing about?

Let's say the retail outlets all sell the identical model of a particular fridge, which is no doubt made in China (no Aussie jobs there...most white good manufacturing went off shore years ago and one of the architects who forced that move now sits in the Senate pontificating in his moaning Scottish drawl (no offense to my Celtic cousins):angel:

Said retailers probably all buy said fridge through the same few major wholesalers/distributors in Australia...

So, now we have an extended market place including "on-line"

Those smart enough to change their business model to accommodate the "immediacy" of the on-line market place and be price competitive will succeed. That is what business survival is all about. If it wasn't the online phenomenon, it would be some other change where a 'thinker' comes up with a competitive advantage and reaps the profits until it's copied by all and sundry, the advantage largely disappears and the market "settles" ...until the next wave of change... has been thus all through the ages.

So, labelling people as 'whatever' for wanting to save $40 is completely missing the point.

If retailers want to stay in business then they have to stay awake, keep up with the changing trends and plan accordingly. That's what business strategy is all about! The issue of taking jobs away is a furphy!

The retailer has an obligation to stay ahead of the pack to ensure customer loyalty and hence the survival of the business and thereby retaining the jobs!!!

BTW $40 represents a 40 cents a litre discount on 100L of fuel ...better value than a Woolies/Coles docket!

[incisor]

The issue of taking jobs away is a furphy!


funny, the retailers assoc and the unions both agree that about 30000 retail jobs will be lost this financial year with a over 100000 going over the next three years. imagine what the real figures are if that is a figure those two agree on...

that's a **** load of imaginary jobs down the drain...

[amtravic1]

With regard to retail jobs, I am happy to pay a bit more for service however it seems there is less and less people happy to provide it.
We are in the market for a new TV. I went to the local JB HI FI and no one came anywhere near me. I went to the local Harvey Norman twice and the same thing happened. May be I looked like I could not afford a new tv. I went to another Harvey Norman and got great service, not hassled, just good advice. I know where I will be buying the TV from and I dont really care if I pay a bit extra for it.

[RobHay]

good to see they help pay for the place..

enjoy your kia ;)

Thanks...its going really, really well....Hows your VW Caddy going? ;)

[incisor]

Thanks...its going really, really well....Hows your VW Caddy going? ;)

No prize for second old salt ;-)