In fairness to the Retailer, you would somehow have to normalise the consumer responses to minimise unfair beat ups on good dealers, where the consumers expectations may have been unrealistic. As consumers, we all want quality products, at a low cost, delivered (almost) instantly along with a full technical back up if we have questions, problems or it doesn’t work out of the box.
I’ve never been in business for myself, but I strongly suspect that keeping a comprehensive inventory, providing up to date staff training, holding a wide range of spares, providing responsive technical support, administration, etc are large overheads in terms of dollars, space, time and people. If we as consumers want the best item, in-stock at the lowest price with a quick delivery and responsive support, then there is a cost involved.
At times I have been “let down” by dealers and I have found it quite easy to justify my feelings of indignation or outrage, even desiring to berate these dealers, in public. However, I try to wait 24 hours, cool off and with a little self reflection, my part in the “failed” transaction often becomes clearer and I am less inclined to blow up at the dealer.
- I wanted the lowest price, so I did not go to my local dealer who had it in stock; I ordered it via the internet.
- I thought I had left sufficient time for a delivery – but maybe this was unrealistic.
- The internet dealer may be a 1 or 2 person operation which is more vulnerable to sickness, busy periods, etc.
- I make mistakes, probably daily and look for understanding, so shouldn’t I extend this courtesy to others as well?
- For me, astronomy is a hobby, something I do to relax. For the dealer, it is their livelihood, puts a roof over their head and feeds the family - quite different perspectives.
There are two sides to every story and it is sometimes very difficult for the dealer to get a fair hearing if consumer feedback is not somehow normalised.
Cheers
Dennis