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I would say however that most "pushy" sales people are generally well-meaning but posses poor sales technique. Meaning they are trying to offer what they think is great customer service, but in reality are doing the opposite by annoying the customer.
Anyway the pedal I wanted was priced at £40 or so more than the online price - the price was corrected and I asked if he could chuck in some strings or a couple of plectrums but he said 'sorry mate we've just discounted it from the online price' - eh!? Then he spouted some crap about negative profit on this pedal as if he was doing me a favour letting me have it for the online price.
I won't go there again unless I need some strings etc as a last resort.
I returned an item to GG just recently. Overall, the process went well (although I returned the item in person - a fair return drive in a day for me). However, at the point where I initially requested the return (via e-mail, as per GG instructions) I was given the chance of an exchange (Is there something else you'd like to try instead, ...?) . But, within the T&C's, it was indicated that any such exchange item would not then be covered by distance buying return policy - I'd be stuck with it, end of. No more returns or exchanges.
You might want to check how you stand in this regard - have you already used up your one life (at least in their eyes) through the return of the original guitar?
Not necessarily saying this is "sly" on the part of GG, just something to be aware of beforehand.
Good luck . . .
I wonder if that's even legal? I can't remember reading anything about only having "one life" when I read up about the new consumer contracts law when it came out. The second item you get has been no more tested than the first.
perhaps a simple dealer ratings thread - do we have one on here ? ( if not it might give some leverage to the good folk of TFB - perhaps even some discount or a TFB approval scheme ?)
I know we have recommendations for builders / repairs etc
Exactly. I always try and give stores another chance and almost went back to GG last week. Nope....I re-read this just before and thought it wasn't worth the hassle.
Does anyone know if GG list customer return items as 'available for pre-order?'
In this day and age of fierce store & on-line competition, I think its the stores that go the extra mile that will be the longer term winners..ie those who recognise that it's more than just staying within legal parameters, but demonstrating flexibility & common sense.
IMHO this particular issue for this particular customer should never have happened. GG knew this was a valued repeat customer who had spent thousands of pounds with them, and whilst of course they should encourage the customer to choose something else, a full cash refund should have been offered immediately it became clear the customer couldn't find what they wanted. The OP would then likely have come on here to praise how great they were even though they weren't under any obligation to do this, and that he felt valued and that his customer loyalty was recognised.
Instead, they've damaged themselves and I know for a fact that GG has been watching this thread. If I had been their Manager/Director I'd have got back to the customer and been on here like a shot. I'd have confirmed that they recognised this was a good repeat customer who deserved more flexible treatment, and immediately offer a full cash refund & acknowledge this didn't fall into the same category as those that might abuse their good will. They may believe offering vouchers did this but if they knew the customer wasn't happy with this they should have used common sense to solve the matter.
If I was a Director of GG, I'd also consider the long rather than the short game - I'd immediately review what other big stores do, review and update my store policy accordingly, & publicly announce any changes here eg 7 days to return & gain full refund etc. This would demonstrate that GG do value customer feedback, that they do understand what competitors do, that they value and listen to customer feedback, and that they are not intransigent. In other words, turning a negative situation into a positive opportunity. And by having someone on the forum they could pick-up on and comment/address any customer issues that might arise. In my book that's how you grow image, develop positive recommendation, grow your client base, and build long term customer loyalty.
In short, IMHO thy didn't handle this as well as they could and (frankly) should have.
Thus endeth the lesson!
Frankly, having spent time around guitarists I'm not convinced that it's a particularly good idea - I think the numbers of people who would abuse such a thing are probably a lot higher than many of us would like to admit. And yes, I know DSRs are basically the same thing but to be perfectly blunt if someone's played it in the shop why exactly should I be taking a hit when they decide to bring it back a week later?
I love it when stores play the "legal" card. As a customer, legally I don't have to buy from anyone, for whatever reason I want (even no reason, or a wrong reason), so I guess stores that play the "legal" card are happy enough when the shoe is on the other foot if I don't buy from them because "legally I don't have to"?
Each store must of course decide how best they run their business. All I'm saying is that if you don't have a more flexible official policy, you run a business risk of losing customers to stores that do - if stores feel that their approach is the best fit financially for their business model, then that's fine. But its very difficult to change customer perceptions, its a challenging task to build true customer loyalty, and internet platforms like this mean that 'messages' (both positive & negative) can get out there very quickly. In a tough market place it would be unwise for any business not to be mindful of all this, and prudent to regularly review their operation to ensure that their approach remains appropriate for them.
I have no idea of course as to what GG may or may not do here, and that's for them to decide. But bear in mind that this thread is fundamentally from a consumer, not a store owners, perspective. And its we consumers that provide income to the stores and we consumers that choose what we buy, when we buy, and who we wish to buy from. Geographical considerations aside, if two stores are selling similar items at similar cost either in store or on-line, surely its our perception and 'comfort' feel regarding customer service and 'customer experience' that's going to be the deciding factor, together with any special 'USP' that the store might have?
We all make judgements either based on what we perceive happens to others, what we read, or our own personal experience. To further emphasise the point some stores even offer their own free extended warranty regardless of manufacturer warranty eg DV247 give a 3 year warranty (it used to be 4) - and before anyone slams DV247 (yes, I know the history here) I've bought gear from them (even after the 'debacle') and have used their in-store warranty, and had fabulous service from them - so I wouldn't hesitate in buying from them again.
GG is my local store and they were showing online as having a Helix in stock. I had the time to go down and pick it up that day so I did. The salesman was packing it away and then I spotted that it was display / ex demo etc and I said actually I would like an unopened one which to be fair they ordered for me but they didn't tell me this before I spotted it.
A few weeks later I went to the Andertons web site to buy some DBR speakers and they were showing them in stock, so I ordered online. A few hours later I got a call from Andertons saying that the ones they had left were on display, and a bit marked so apologies but you'll have to wait for stock to come in; and they came a bit later. Guess who I rate higher on customer service and where I will be shopping in the future although its 100s of miles away from the local store. In fact I am just annoyed with myself that I didn't just say no thanks at GG and just ordered the Helix online.
And to echo @Voxman: GG haven't done anything illegal but I would think that middle aged blokes (definitely me - maybe the OP!) spending 1k plus are prime candidates for repeat business that's just going elsewhere as a result of a bit of flexibility and old fashioned customer service.
This forum is popular, the guitarist community is smaller than we sometimes think, I wonder how many threads bashing certain stores etc. actually get viewed by those involved?
I'm not sure. As with most other stores and products (not just guitar), I suspect they're getting far more sales as a result which would make it worth while.
For example, clothes shops (at least the bigger chains) routinely now offer 30 day returns even if you buy in store. I was never much keen on changing rooms, so now I can buy stuff without trying it and return it if it doesn't fit. End result- I buy tons more stuff and return very little of it (it's a real pain returning stuff so I still only buy stuff that I suspect will fit).
Also, maybe knowing that they offered a return policy might actually encourage shops to stop trying to twist your arm into buying the thing before you've decided for sure, and actually let you try the guitars out properly with less of the hard sell. I was trying to buy an acoustic fairly recently and eventually more or less gave up when (not all of the stores, to be fair, but unfortunately the one which was the only local dealer of the guitars I liked best!) it became clear I couldn't get to try the things to my satisfaction.
To clarify (and I realise I've mentioned this before), this is not me wanting to try a guitar for 5 hours. This was me asking to try a J-35 and being told, "Don't try that, try this J-45 instead, you'll like it more."
(I was going to try the J-45 immediately afterwards. And the J-45 was a good bit dearer, which I don't think was a coincidence.)
And the policy is one that smacks of one of so many meetings I have sat in over the years where some bright spark thinks he has found the way to make the company more money buy not letting this happen its cost us money blah blah. Director has gone right well lets stop it then and a load of yes men managers have gone ok.
In this day and age in the UK the biggest problem with so many business is the word manager is much over used and refers to the guy who gets all the grief and no control over his own destiny. A manger should ultimately be capable of running a store achieving the companies financial objectives and tasked and targeted to do it. Sadly the mantra in most business these days is to over control and micro manager a store or whatever and come up with solutions to take away fundamental abilities like the manager knowing you are a good customer and not yanking his chain can issue a refund or get authority to do it on his say so. Ultimately it would be reflected in the results he is targeted with and he makes the call to keep his customer service first class so you come back.
All that said I see the retailer side that in this day and age people are very much spoilt brats from buying online where companies looking to build online businesses are pretty much saving you money and like Amazon if you are unhappy with the product will send 6 dancing girls and dwarf to make you buy again from Amazon. When online has killed retail this will all change.
So in reality the customer in so many situations is an over expectant diva,
But buyers remorse is always the same and ultimately their job is to sell you a guitar and take money from you. Getting home and changing your mind is not really part of the transaction and ultimately why should the store lose a sale.
Also you are a grown up and if you say yes then it should mean yes heres my card take my money. Or if you are unsure simply walk away. Selling guitars is not exactly pressure selling yes they are trying to get you over the line but its not 80's time share.
I recently got totally giddy over the Private Stock PRS I bought not been like that over a guitar for years. But asked would they hold it till tomorrow got in the car rationalised it scraped up the dosh decide I wanted it rang them and said I would pick it up after lunch. Played it again loved it so put my money down. What i am trying to say is if you get caught up in stuff know yourself and walk away.
So in the end it is not the way in the modern world and if I was running a store as long as the guitar was as it left I would probably look to want to keep you as a customer and look after you.
But in someways they did more than they had to, and if by chance I came in the next day wanting to buy just one of those Martins they would of lost two sales.
Sorry for the rant