Clueless hi-fi salesperson

Just wanted to share an experience when I visited a hi-fi dealer at Amcorp mall today. Read about the Rega Isis CD player and since i am in the search for a CD player I decided to give it a try since it costs about the same as the Mcintosh I was aiming for.

I asked the sales assistant if they'd do a demo for the player which was sitting on the shelf, and the answer i got was that they don't do demo for big ticket items. I thought it was kind of strange that they have a demo set there, just for people to look at. Actually i thought it was bad salesmanship and he was outright rude to just reject a customer who had gone all the way there without at least first qualifying if the interest was genuine.

Anyway, enough said, their loss. It's not often that you get a customer walking in with the interest to buy a >30k CD player and if that's the mentality, I will take my money elsewhere.

Not trying to prove a point here, but I wanted to highlight the sorry state of the hi-fi business here where you don't get served unless you look like a towkay. I've faced this 15 years ago when i was a college student, and unfortunately for those shops, they are all out of business now and I thought the mentality would have changed with the times. Having said that there are still a few dealers around with very good service, and needless to say I am still a loyal customer after > 10 years.

For that money or McIntosh, try a Wadia at CMY? I should think they will demo it for you as long as you like. Maybe can convince them for a home trial, even better?

For that money again, perhaps look into digital streamer + DAC? another new plaything?

For that kind of money, can consider AMR CD77, dealer is Audionote Singapore or the ARC CD8. Both very good.

Regards,
Joe Ling

If Asia Sound is the dealer concerned, they don't really rely on the sales of the (Rega) higher-end gear to survive as bulk of the business is from the lower-end gear. Previously I was informed that they only take order for the Isis and Osiris once the customer had confirmed on a purchase ie. put down a deposit or something. They don't stock the Isis/Osiris in their store and will only fly them in from the UK once a customer had confirmed a purchase. Not too sure if the scenario has changed.

cmboy wrote:For that money or McIntosh, try a Wadia at CMY? I should think they will demo it for you as long as you like. Maybe can convince them for a home trial, even better?

For that money again, perhaps look into digital streamer + DAC? another new plaything?

yea that one's in the list. have heard a friend's wadia transport with a dcs dac. meridian 808 is also on the list, and of course the mcintosh mcd 1100 to match the looks of my amp :-)

ryder wrote:If Asia Sound is the dealer concerned, they don't really rely on the sales of the (Rega) higher-end gear to survive as bulk of the business is from the lower-end gear. Previously I was informed that they only take order for the Isis and Osiris once the customer had confirmed on a purchase ie. put down a deposit or something. They don't stock the Isis/Osiris in their store and will only fly them in from the UK once a customer had confirmed a purchase. Not too sure if the scenario has changed.

yea i noticed that.. low end gear and low end service

joeling wrote:For that kind of money, can consider AMR CD77, dealer is Audionote Singapore or the ARC CD8. Both very good.

Regards,
Joe Ling

interesting.... thanks :-)

ryder wrote:If Asia Sound is the dealer concerned, they don't really rely on the sales of the (Rega) higher-end gear to survive as bulk of the business is from the lower-end gear. Previously I was informed that they only take order for the Isis and Osiris once the customer had confirmed on a purchase ie. put down a deposit or something. They don't stock the Isis/Osiris in their store and will only fly them in from the UK once a customer had confirmed a purchase. Not too sure if the scenario has changed.

My rotel pre-amp RC1550 power botton broken after 8 months of using. I went there ask if it is under warrantee.

Their answer :"we dont keep the stock for this item, go write to ROTEL Hong Kong, they can give you 2, 3 or as many as you want". the tall uncle.

you judge it.

ERN2 wrote:

ryder wrote:If Asia Sound is the dealer concerned, they don't really rely on the sales of the (Rega) higher-end gear to survive as bulk of the business is from the lower-end gear. Previously I was informed that they only take order for the Isis and Osiris once the customer had confirmed on a purchase ie. put down a deposit or something. They don't stock the Isis/Osiris in their store and will only fly them in from the UK once a customer had confirmed a purchase. Not too sure if the scenario has changed.

My rotel pre-amp RC1550 power botton broken after 8 months of using. I went there ask if it is under warrantee.

Their answer :"we dont keep the stock for this item, go write to ROTEL Hong Kong, they can give you 2, 3 or as many as you want". the tall uncle.

you judge it.

just to add, i use it mostly during the weekend only, and i treate my gear nicely, very seldom and gentle use.

Sometimes I don't understand how some companies will provide after sales warranty of items especially if it doesn't have its own service center and quick delivery of parts. Yes, I think I know many local companies rely on some 3rd party repairers and you customers just have to tolerate any downtime or delay in getting spare parts. Looking back at long ago, established companies (like Wo Kee Hong, Hwee Seng, Philips, Sony, Technics and lots of other Japanese brands) have their own well equiped service facility with specially trained technicians to handle all local repairs, including a fair supply of spares for most situation.

Although its not likely hifi gear is troublesome like cars, but it can be silly if a local distributor cannot support the product properly, even as with IT peripherals or cellphones. Anyway Asia Sound isn't doing Rotel anymore, last I heard. Support for turntables is far easier as high probablility it doesn't get spoilt easily. What to do?, this is 3rd world country, not all 1st class manufacturer support is readily available for every hifi product.

thats why i dont buy from most of our local dealers anymore. the workers in the shops dont even know their products well and dare to behave arrogantly and rude. u cant even negotiate the price as they dont have absolute power to decide. i only buy from dealers where i can negotiate with the boss directly e.g sound precision in penang or highway laser in pj. you will be surprise how friendly the real owner of those shops are.

I had one of those 'angin' days once, and was out to buy a turntable there and then cos the wind was simply blowing right. I said to myself either P5 or P7... went to AsiaSound, and they said we only have RP1 on demo and the boss doesn't allow demo of anything else. They missed out on a sale there and then. Maybe a note to REGA might be helpful.

ERN2 wrote:

ryder wrote:If Asia Sound is the dealer concerned, they don't really rely on the sales of the (Rega) higher-end gear to survive as bulk of the business is from the lower-end gear. Previously I was informed that they only take order for the Isis and Osiris once the customer had confirmed on a purchase ie. put down a deposit or something. They don't stock the Isis/Osiris in their store and will only fly them in from the UK once a customer had confirmed a purchase. Not too sure if the scenario has changed.

My rotel pre-amp RC1550 power botton broken after 8 months of using. I went there ask if it is under warrantee.

Their answer :"we dont keep the stock for this item, go write to ROTEL Hong Kong, they can give you 2, 3 or as many as you want". the tall uncle.

you judge it.

If the item is still under warranty, which it probably is since age of item is less than 1 year old, then the dealer is obliged to rectify things for you up to your satisfaction. Seems like poor service. Customer service of Rega was often praised in the UK. Not too sure if Rega UK will take note on their international dealer's customer service. You might want to write to them, or you can go to Pinkfish as their representative Paul Darwin often hangs around there.

What Paul Darwin? There's a Mr. Kim (formerly proprieter of Trikay) who is regional representative of Rega is right there in Amcorp Mall. Whether all your grouses are considered or not is another matter.

I've mentioned this to Kim, and he said he can't do much about AsiaSound not wanting to demo other models...??... Which is kinda weird...

So I suppose that shop is like a car showroom, can see the car but cannot test drive, even worse? no touching where possible.

Even at Poh Kong or hi-end watch shop, you can try out anything there costing thousands.

And they have the whole range on display some more... from RP1 thru to P7... definitely see-no-touch basis...

And for the record, Kim was one of the proprietors of TriKay...

I have never had a bad experience with a dealer. The reason - if I want to audition something, I contact them in advance, introduce myself, and tell them exactly what I am looking for. I make an appointment to come in to take a look at the goods and have a discussion about whether it will suit my needs. Before confirming the appointment, I ask the dealer if it suits him for me to come in at that time. I tell him that I wouldn't want to inconvenience him if he will be busy serving other customers.

I have done this with every piece of equipment I have bought, as well as every car, and every major purchase. The result is that you have the dealer's undivided attention.

Once you have a relationship with the dealer, you can even say things like ... "I have no intention to buy this equipment, but I am curious to hear it. Would you mind if I came in when you are not busy to have a look at it?". Most of them would never say no to such a request.

When I bought my speakers, I made it clear to the dealer that I will be flying in especially to audition them. He met me at the airport and drove me to his showroom (which was actually his house).

I have never had to dress up, or show them my watch, or my car, or tell them what job I do to get good service. All I have ever needed to do was ring them and tell them what I want.

Act like a high end customer, and you will get high end service.

That's exactly what I tried to do at Asia Sound as it's my standard practice and I got no where.

Plus, that tactic might work well in
Melbourne, Sydney et al, but don't forget most of us here are in Boleh-land... I for one, during my 20 years in Australia, had never experienced the type of messed up customer service that is so readily dished out in Malaysia, in particular when it comes to high-end items...

There was once this second hand car dealer in Moorabbin though....

JediSavant wrote:I had one of those 'angin' days once, and was out to buy a turntable there and then cos the wind was simply blowing right. I said to myself either P5 or P7... went to AsiaSound, and they said we only have RP1 on demo and the boss doesn't allow demo of anything else. They missed out on a sale there and then. Maybe a note to REGA might be helpful.

Thats because the clowns (or maybe just one particular clown) there are totally incapable and inept at the art and craft of hi-fi sales & service.

The dealers who truly want you to be happy with your sale would almost go their way to make sure you're happy with your purchase.

The less-competent ones would just prefer to give lip service and hope that the buyer is gullible to take their BS advice and be swayed by all these sweet talk.

Then there are the ones who are probably one or two rungs above pond scum, in which they just wanna sell whats cheap and quick.

And sadly, thats how the dealer has been doing it lately especially with their recent "Trade-in" program for P3-24 a while back.

P3-24 on a "trade-in" offer, was selling at RM1650. (here's the trick, just tell the shop guy that you're from outstation, then he'll even sell the P3-24 for the same trade-in price but no need to trade in anything)...
RP1 is going for RM1+K now.
How much is the RP3 now?

Totally killed the s/hand value of P3-24 in the market. No thanks to the dealer.

All IMO, of course.

To have a good audition experience, i believe it takes 2 tango.....both buyer and seller must have good attitude.

One more good attribute that can help is loyalty to a brand or a shop. Its not about how much you spend sometime, its about how frequent you visit, even just to buy banana plugs.

Dealing with distributor or shopowner directly also helps a lot.

I actually really like how Musical Fidelity products are marketed here. No showroom, just an office heheheehhe but a very supercool owner whom knows his stuff. Always willing to share his experience.

And for the famous chain hifi store, I stick to 1 or 2 branches which have not dissapoint me at all.

Au contraire, I had a rather pleasant reintroduction to vinyl about two or three years ago at Asia Sound. I just dropped in Amcorp Mall after one of my late meetings in PJ and voila, the gentleman there, Eddie, I think, just plonked in a Brubeck 'TakeFive' album on a P3 and there I was tapping my toes away. I didn't buy anything but do appreciate his gesture. Ironically, I ended up with a P7 but not thru Asia Sound.. But did enquire about the P9 recently which was politely and promptly attended too.

I do understand the need for good customer service, imagine during our recent launch of bungalows when the sales guy got a buyer who bought 9 units at RM3Mln a pop.. Imagine how much commission the lucky guy got

wongkk, how i wish i stay in australia. try that with most of the dealers in malaysia and you will know how "powerful" is our consumer right here.

just a week ago i bought a SACD from one of the local hifi shop only to find it's scratched and some tracks cannot be played properly. Obviously that cd is demoed and used before but the shop refuse to change it for me claiming that it's written on the receipt item sold is not returnable or exchangeable.