2. amps-preamps
  3. 151530-330

Dealer behavior issue

I would like opinions as to whether members feel that I’m being unreasonable to think
that a very popular dealer has not performed so well on my behalf, the customer. Last summer I ordered an expensive ARC amp understanding that delivery would most likely be in Oct which was fine with me. I did make a commitment which I understand.
My situation seriously changed due to my wife’s health but I agree that’s not his problem.
At this point I requested to pay a handsome restocking fee, 2-3k, can’t remember the amount but he was cavalier saying why would I want to do this?
So that was that.
The unit is about to be delivered and as I’ll immediately resell the unopened box I gave him a last offer.
The transaction had a current unit model trade in that retailed for 8k and is a favorite product of his and he carries it.
Yesterday I offered to give him this unit as the restock fee with 90 days to fully refund me.
I have received no response so he didn’t like my offer which is his right. I have spent over 40k retail over the last two years with him with no problems.
So in the end I changed my mind which is the lowest form of audio behavior. Was I foolish to think this guy would accommodate me? The product I offered to GIVE him will fly out his door for $4k .
This is just business as usual ?
4425
aberyclark
1,357 posts
 
Strange the dealer is balking at a restock fee. A Large chunk of small businesses have major cash flow problems. As a good customer, the dealer should at least try to assist with a solution. One thing is find out the county the dealer is in and eearch online for court documents. The dealer may be in a giant pickle, divorce, tax issues... you name it. You may find some back story that is leading to the dealers behavior ( maybe not). 

bigkidz
3,397 posts
 
I am confused.  Why don't you just buy the unit and then sell it as a new unit in an box that has not been opened?   You an discount the unit $2K or more?  The dealer has made money on your prior purchases has nothing to do with this transaction.  He put out the 60% to get the unit.  Are you saying that he has another of the exact same unit that he is selling?  Sorry but I am not following the process you laid out.

I am not sure if ARC has units laying around ready to be shipped or if they build them to order.  He could be a nice guy and work with you but you also could just take delivery of the amp and resell the unit on your own.  Are you just saying that the dealer should be nicer to you because you are a repeat customer and that is your main issue?

Sorry about the health situation also.


 
builder3
765 posts
 
He's already made his position clear, I can't imagine having any further business dealings with him of any kind. I'd complete the deal and walk away without looking back. You'd be better off selling the piece on consignment at a closer shop than becoming involved in yet one more deal with him.A lot of people are great to deal with when the money is going in their direction, and not so good if it's anything other than that.
Best of luck with all of it, particularly your wife's health concerns.
stereo5's avatar
stereo5
6,449 posts
 
@4425...……………………...

I have dealt with dealers all over the USA and my worst experience has been with a dealer close to me that is located in the New England area. I had been buying from this dealer since the late 70’s and spent over 20K during that time. I also brought a good friend to the dealer and introduced him to the owner and over the years, my friend has spent well over 50K in that store. Back in 2010 time frame, I bought a SACD player from the dealer and needed a cable for it. Needless to say I paid triple retail for the cable due to them shortening the length for me. This wasn’t an 8K catastrophe like your deal is, but it hurt just the same.  32 years of customer loyalty lost over  3-4 hundred dollars. The owner who I knew well never responded to my email or calls. Your dealer should be ashamed as should mine. I no longer do business with that dealer and once drove 600 miles round trip to the next closest dealer for something I was buying, just to not give that dealer any more money.
joepizquick's avatar
joepizquick
6 posts
 
Personally I would take the unit and resell as a new in box and never do business with that dealer again. 
There are always three sides to every story - yours, mine and the truth which is a combination of your
and mine. That being said the fact that you have spent $50k with this dealer and asked him to help you with a difficult situation and he was not very willing tells me he either has more business than he can deal with and doesn’t mind losing you as a customer or he is not a very good businessman and lacks an understanding of what customer service really means. I would hate to lose your business and would not wanting you using the internet to tell everyone how much I failed to satisfy a reasonable request. That is devastating to any business let alone and industry that is so small. I would definitely dump him and find a better dealer.
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