Was I Expecting Too Much

There is a huge difference between “sales” people and people who provide customer service that results in a sale. I would walk away from this store as fast as you can. They have zero interest in their customers outside their wallets. If they are acting his way presale I can only imagine how their post sale service is. 

As a former dealer:

We have to understand that the initial conversation between POTENTIAL customers and POTENTIAL dealers is an "interview" process that involves two parties, analzing the prospects of a positive outcome for each Both have the option to proceed or terminate the relationship based on the information they are given. The dealer may get indicators that the prospects for success are very low (say, 20%) based on past experiences, and decide to tactfully withdraw at that point.

The key word here is "tactfully" withdraw. In my view, "preserving the relationship" was always the top priority, unless of course, I felt the person was a low integrity individual. I don’t know what kind of day/week/year/life the dealer was having. It would have good to get to know you face-to-face to discuss the turntable. I’m pretty sure your lifetime Hi-fi ambitions are not going to stop with your current turntable purchase.

By the way, I was in the market for a luxury sports sedan a few years ago. I asked the salesman: "If I pick the sports suspension option, how much lower does the vehicle sit?" To which the salesman replied: "I need to make sure you’re serious about the car before I spend the time doing all this research." I ended up purchasing the car (with sports suspension) from a salesman who was a performance driving instructor who, during the test drive, made sure I hit the apex at speed on the exit ramps. Relationships matter.

In business there are two philosophies for dealing with customers. I'll call them "transactional" and "relationship." Every positive dealer story or recommendation I've ever heard involves that dealer building a relationship with the customer. The Covina dealer missed a golden opportunity to meet you and build a relationship so that you would buy preferentially from him/her in the future. Anyone wanting to take the time and trouble to audition and operate a Brinkman turntable, and who has a complete audiophile grade setup, is a valuable future customer. Sadly, the dealer seems to operate in a transactional mode which is completely opposite IMO from the model of a successful high end dealer.

Many moons ago when I lived near Portland, OR, I did business with a few dealers but one in particular got most of my business. I could just stop in and shoot the breeze on a slow day and when he got something in that was cool he would call me and invite me to come over and listen. I bought pieces from him that I didn't even know I wanted to upgrade.

My point is, when buying high end products, seek out businesses that focus on a relationship instead of the immediate transaction. If we are ready to spend five figures on piece of gear the sales process should be pleasant and fun.

Their actions and poor customer service will end up putting them out of business. I grew up in NW-Arkansas the headquarters of Walmart, Tyson Foods, and JTL Jones Truck Line. I was a young engineering manager and a rotary member. Old man Don Tyson gave a talk one time at rotary as usual dressed in blue jeans, flannel shirt and really old cowboy boots. He related the importance of customer service in EVERY interaction by telling the following story. He had visited a Freightliner truck dealership in his old beat up ford pickup and was walking around the lot inspecting the various semi trucks. A salesman appeared and asked him to :not play on the vehicles" as they were brand new. He then turned and walked away. So... Don got in his old ford and went a couple miles down the road to the International dealer which politely answered questions and asked if Don would like to test one of the new rigs. Don said no BUT I would like to buy 100 trucks about a $30M purchase. To this day Tyson’s Foods uses International trucks exclusively. Oh did I mention that Freightliner pulled their dealership license from the other guy in the following months. News travels fast!

Some of the newer audio folks here might find it amazing that we used to be able to take home components to try in our own systems.   Since most stores were closed on Sunday to Tuesday at noon you had a few days to try digital and amplification products, as well as cables.   If you had a strong purchase history, you could try speakers up to modest floor standers at home as well.   While most dealers can’t afford this now. The cost of in store demo is basically a fixed cost.  If you know the product. That already establishes a knowledgeable customer.  If the owner thinks you can’t discern the difference, sell you another product that fits your system