This story shows how all retail should work. Some twenty years ago, we got some extra unexpected money. We decided to treat ourselves to a new, big flat-screen TV. Our first visit was to our local store. (We live in a small city.)
I explained what we were looking for (46″ or larger, 100Hz), and the salesperson showed us an expensive [Brand #1]. The price was already reduced to €1,999 (from €2,499 if my memory is correct) but it was a bit too expensive.
Next, he showed us a nice [Brand #2], and the price was €1,199. But before we said anything, he reduced it to €1,099 and then €999. We said we would consider the offer and went to a larger city nearby to get some options.
At [Big Chain Retail #1], we looked at all the large TV sets displayed on the wall and at the four salespeople talking to each other. After ten minutes, we left. No one wanted to sell anything to us.
At [Big Chain Retail #2], we encountered the same thing. We looked at the large TV sets and the staff talking to each other and didn’t bother.
At [Big Chain Retail #3], we found someone willing to sell, but unfortunately, they only had smaller than 40″ and larger than 52″.
We went back to our local store and bought the [Brand #2].
Happily, we unpacked and started the new TV, but the image was flickering. I checked the specs and found that it was 50Hz only. Time to pick up the phone and call the seller.
I told him that our new TV was only 50Hz. He was quiet for a while and then responded.
Employee: “S***! My mistake! I am so sorry. Your TV has a V in the model name; the 100Hz has W. I will call you back.”
Five minutes passed before he called back.
Employee: “I can replace your TV with the same kind but 100Hz for free. But! That model is outgoing, and there is a small chance that I can’t get one for you. If so, I can give you the [Brand #1] set you were interested in, but then I have to add €100 to the price. How about that?”
The next day, staff from the store came with the [Brand #1] TV and replaced the [Brand #2]. They unpacked and set up the TV, and they took all of the packaging with them. I ended up with a much better TV and paid less than half of the original price.
Guess which store I do all my purchases in now!