MartinW wrote:
I'm amazed you have had no price increase since 2010 - currency fluctuations have hammered UK pricing over the past couple of years.
Each dealer is free to set their own pricing, it's not a B&O policy. However based on the cost of the product tithe dealer and the overheads of operating a dealership - combined with very tight margins and very costly commitment to a customer-care-for-life program, the prices are generally pretty similar across the dealerships in each country.
Listening to some members on here though, service levels can vary from country to country or dealer to dealer.
If I could just play devils advocate to the discount argument for a moment - which I am sure will open up a debate(!) - how would you feel if the dealer started negotiating on the service they were willing to offer? I.e. if you wanted 5% off, and the dealer said "ok, but if I do that you have to dispose of all the packaging, and if you want a visit in the future to have another run through of how to operate the system - or if you want us to help you integrate third party products, then we will have to charge you by the hour?"
I have always favoured a policy of delivering the best possible customer experience at all times, but if margins were cut any lower then we would really struggle to continue to deliver this in the way that we want to and have been.
You can't have a premium brand experience if you want discount pricing. I do of course totally agree that you should therefore get a fantastic brand experience once you have invested in the product.
Not at all criticising the content of your post - just offering another point of view.
Over the last couple of years I have hd some great experiences from other brands - Audi took me VIP to Le Mans, Mercedes took me on a fantastic AMG track day. I have taken my own customers abroad, golfing, out for dinner, to various events, and I am looking to organise a factory tour - but all of this comes out of our only revenue which is the retail margin made from selling products.
I do agree that the purchase of several items in order may merit a sweeter deal - although in my experience the bigger the system, the more the aftercare requirement.
Let the debate begin! :)
Speaking personally, I think this is a very good and very realistic post as regards the dealer/customer relationship and the cost/benefits of service.
Some years ago, I worked in retail home electronics/computers, TVs, cameras etc, for one of the large national retail discount chains here in Australia
At that level of operation, everything came down to ruthless price cutting, with the customers often straight out lying to the sales staff re prices they claimed they could get goods for from rival stores (we had the cost prices on the computer and every retailer bought from the same suppliers) through to staff trying to pull a swifty over the customer so as to raise their commission, or doing so because of pressure to do so from management, and staff ripping each other off to try and get the best commission.
Lying and falsehoods re information given in both directions from customer to staff and vice versa was the order of the day. If something broke, and you bought it back to the store, they in term would endeavour to wriggle out of warranty claims in any way possible, preferably by handing the matter over to the supplier/distributor/manufacturer.
If you had bought a 'cheap and cheerful' imported brand and saved a few bucks, when the thing broke, you were often left up a creek without a paddle as regards dealing with a distributor/importer who had next to no warranty service/backup. If you were VERY lucky, you'd get a new replacement, otherwise off to some backyard repair centre, from which you may not see your goods for a month or more, only to see it returned scratched and marked. Lovely...
Personally, I absolutely abhor that sort of retail situaion both from a customer and staff perspective, and will have nothing to do with it, both from selling and/or buying.
I tend these days to use the internet for pretty much all my purchases that can be delivered by mail or courier, as I've had it with the discount retail model. I do my own accurate product research, find a fair price, and buy there, online.
However, I do still enjoy retail shopping, but ONLY if it offers a quality experience, and one that I am more than happy to pay for.
Hence I am happy to pay full ticket for top tier items, if the service and backup is there - it's a far nicer shopping/purchasing experience, and with the right manufacturer the backup is there if you need it.
When I bought my Naim SBL's, I kept the dealer back to 10pm at night, finalising my then choice. Having made a decision, I took him to a good restaurant next door and paid for dinner - the very least I could do for taking up his after hours time.
It wasn't a cheap meal, but the service came back to me many times afterwards with little things, but important ones, for free.
Personally, each to his own, and I am in no way criticising the OP, but I use the internet to do research and save money rather than go to dodgy discount retail stores; howevr for top tier items I shop retail, seek out and prefer to pay for commensurate top tier service, but that's just me!
Best regards
John... 😐
