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Computer Buying Experiences at B&M Stores
bob gnosh writes "The team over at [H] Consumer go into Best Buy, Fry's, CompUSA, and Circuit City and buy a computer at each store. They relate exactly what happened at each store, talk about warranties, and what to do to protect yourself or your friends when buying at these places." From the article: "Navigating these retail stores isn't for the faint of heart or those not armed with the right knowledge beforehand. As much as you'd like to go to your closest strip mall, have a salesperson discern your hardware needs, and walk out with a shiny new computer that does everything but load your dishwasher, such an experience is just not going to happen. Most retail sales people are simply not going to possess the necessary knowledge to correctly recommend or explain every nuance of a piece of hardware."
Um- this sounds like buying most things, from washing machines to cars. Salespeople that aren't knowledgable? No way! You need to research things yourself....
And All I Ask is a Tall Ship And a Star to Steer Her By
I usually go into Best Buy because I don't want to be bothered by salesman. Alas, my last major experience with them was less than impressive. While I was browsing for a new home router, a salesperson decided to help out. While he did eventually point me toward a nice Netgear Wifi/Switch combo that was well-priced, his technical information left a lot to be desired. He informed me on no uncertain terms that the unit I had been looking at "wouldn't be full speed" because it was "a switch instead of a router." According to him, a switch was a network device that simply splits the signal, thereby allowing only one port to talk at a time. I shook my head and tried to explain that he was thinking of a hub, and that a switch gives full performance on each port. Unfortunately, I had a head cold at the time and probably wasn't very persuasive. He just sort of gave me a look like, "Whatever, dude".
All in all, Best Buy "geeks" (*cough* *sputter*) tend to have the computer knowledge of a third grader who's been throwing around factoids with his friends at lunch in a desparate attempt to arrive at a miniscule of real knowledge. It used to be amusing to ask the sales staff complex questions just to hear their wonderfully made-up answers, but these days I'm far too busy for that sort of nonsense. They would honestly be a lot more helpful if they just gave their recommendation (the same "here's the popular product" one they give everyone) and went away. For everything else they need to either profess ignorance or point the buyer to websites where they can do their own research. (Not that they're actually going to do that. They need to sell overpriced "Geek Squad" cables and useless warranties somehow.) *sigh*
That being said, I feel sorry for the well-intentioned geeks who spend some small portion of their lives with a Best Buy name tag affixed below their lapel. It must be horrifying to be expected to be so disinformative just to sell warranties and accessories.
Javascript + Nintendo DSi = DSiCade
I think a better way to say it is; Most shoppers won't pay the prices needed to ensure that retail sales people posses the necessary knowledge to correct recommend and expllain every nuance of a piece of hardware.
I used to have some friends who ran a small computer store. They built machines and sold hardware. They were friendly and knowledgable and did at-home-at-office service calls. Their target was a small but fairly affluent town and they did well for those customers who realized that "cheap" and "quality service" are often words not uttered in the same sentence.
When they saturatued their small town they were not effective at finding more customers that fit their demographic. The tried to compete with Best Buy and Dell and they failed miserably because at the end of the day they couldn't justify selling a computer for $20 profit.
They could answer a customer's question knowledgably and spend the time needed to make sure the customer ended up with a very good fit for their needs. They just couldn't find enough customers who were willing to pay for this level of knowledge and personal service.
A friend of mine once said, after I told him about some bad experiences with computer salesmen: "If you know anything about computers, you're not going to work in a computer shop." He's right of course; you can make much more money elsewhere if you know anything about computers.
-- Cheers!
Back in college I worked at Circuit City. I was a sales person in the computer department.
We wore a tie, blue blazer and had a name tag with stickers based on our certifications. They actually sent us for week long training at different times or when new products came out. We were tested and didn't receive each "icon" without passing the tests.
Granted, most of it wasn't difficult but it did require some general understanding of what you were doing! I was the only person in my store certified to handle the installs - I used to make so much money just installing graphics cards, etc. These days - how do you know the person knows what to do?
Best Buy introduced the "no hassle" shopping experience. They looked at things from a perspective of "everyone is an hourly employee, no specialized training - all you need to know how to do is work a cash register".
People who were in a hurry (most of the US these days) seemed to like the Best Buy way of shopping better than dealing with someone who could actually help them so Circuit City ended up switching over to the same business model. Notice the blue blazers and ties are gone? Replaced with kids in red polo style shirts who can barely point you in the right direction to find a product.
But hey, this is what America wanted. They didn't want to be bothered by someone asking them questions about what they needed.
Granted, some of the guys at CC did seem like used car salesmen but there were some that were very good at their job.
Two words: laptop trouble. That's when buying an extended warranty is a good thing. If you go and buy a laptop, best to spring for the little bit extra for the warranty.
Knowledge is power. Knowledge shared is power multiplied.
It's far better for him to indicate uncertainty (in my opinion) than to spout on about stuff that he really isn't sure of. Cut him some slack.
Mainframe/UNIX Bit Twiddler and long time Windows/Linux Hobbyist.
The Theorem Theorem: If If, Then Then.