Terrible CS at Ultimate Electronics

[MacManNM]

I just got home form Ultimate Electronics, man they really were jerks. I sent them this e-mail, and believe me I toned it down a ton.

One word: Disappointed.

I went into your store in Albuquerque, just browsing around. I had been there months before, and went in to listen to the Klipsch RF-7 speakers, with the intent of buying them. I brought my CD’s with me to give the speakers a good workout. I was there for probably an hour in the Klipsch room. No one ever came to help me. No one even offered assistance. Needless to say I didn’t buy the speakers that day, or anything else for that matter. Well a few months have gone buy and now I’m in the market for a receiver. I decided to be nice and go back there and give them another shot. I went in, looked around, and again after about ½ hr, no one willing to help me out. I saw that they had a Pioneer Elite VSX 56Txi on clearance for $699, heck of a good price. It was a floor model and had a couple of dings in it, but that wasn’t a big problem for me. I went to the desk and asked for some assistance. After 5 minutes a young man came up to me and offered assistance. I asked him if they had the box, manual, remote and microphone for the unit. He replied by chastising me on why I wanted the box! Nevertheless I asked him to check. He came back and told me they had everything but the remote. I asked if they could throw in a universal, he said no. So I asked him if they could knock a little more off because there was no remote. He replied in a very condescending tone “this is already a hell of a deal, what do you think?” I can’t believe the attitude of the people in that store. It’s not like I was dressed in rags, I was wearing a button up shirt, dress slacks and dress shoes. I can’t believe the business you are running. Needless to say I won’t be buying anything from you, in addition I am a member of the “audioholics” forum, the largest online magazine in the world. I plan on informing the members of your service, or lack of.

Thank You,
John

 

[jaxvon]

That really sucks. I don't think there any UE stores around here, but I know they won't be getting my business.

 

[Buckeyefan 1]

Mac,

Now what you do is copy this thread, and post the url to Pioneer US customer service. Also send a copy of that paragraph to the Better Business Bureau. That'll get 'em going.

 

[Audioholics]

You need to make sure that email goes to the right place, lest their webmonkey delete it on you. You may want to print it, sign, stick on a stamp and mail it to their headquarters. Be sure to give the store address, etc... and leave them a way to contact you via email.

 

[Hi Ho]

I've never even heard of Ultimate Electronics but they sure won't be getting my business if I ever do see one.

 

[MacManNM]

You need to make sure that email goes to the right place, lest their webmonkey delete it on you. You may want to print it, sign, stick on a stamp and mail it to their headquarters. Be sure to give the store address, etc... and leave them a way to contact you via email.

Good point, I am going to. I really can't believe he made fun of me because I wanted the box. What an idiot. I probably would have bought the unit for $699 without the remote if they were a little nicer.

 

[Rob Babcock]

My local UE recently went out of business, which is a real shame- my experiences there were the polar opposite of yours. They always bent over backwards to help me out, with stellar customer service, well after the sale. Once when their repair center bunged up a piece I'd sent in for repair, they gave me a brand new model on the spot.

Sorry to hear you had such bad luck with them, but I know it's not company wide.

 

[Buckeyefan 1]

That is a great price on the Elite 56. $1700 MSRP. It's almost 45lbs.

Ubid just put up the Yammy 2500 for $459, and has the Denon 3805 for $629 and Onkyo 901 for $679 . Decisions, decisions.

 

[mike c]

please post their reply if any. i normally dont get any myself

 

[philh]

Maybe the sales kid will post a message about the DumbA** customer expected the box to go with the dent special.

I find much better responses from snail mailed letters. Email is just too easy, and much too inflammatory. If you're really serious about getting a response find out who the company president is and SNAIL MAIL a letter to him, preferably after a couple of friends have an opportunity to review the letter. Letter should look like it was written by the 45 yo rich guy who has some serious green available.

For example, local superstore has some real issues. In a moment of laziness, I filed an online complaint with their website complaint center. Actually received a response from the store manager and we had several emails discussing the issues. Some improvements were made, but nothing substantial. Did some research and not only found the president's name, but actually came up with his personal fax number Received a phone the very next day from one of his exec VP's. As a result we have a new store manager, several new department managers, and some major store improvements.

Poor customer service is inexcusable in any retail situation.

Good Luck.

 

[EKlipsch]

Killer Deal

If you'll be so kind as to satiate my curiosity, would you mind telling me when you went into that store exactly? I frequent the Ultimate in Las Vegas, Nevada, but over the 4 years that I've been shopping there I've noticed a few things.

1.) Usually you receive poor customer service if you approach an employee with a bad attitude. I went in one day after a pretty aggravating day at work, and was less than cordial with the gentleman who was helping me. As such, he sensed my frustration and no longer wished to help me. Looking back, I can see why. I was not dressed shabbily, but my attitude was less than stellar and as such it got me poor CS. Honestly reflect and tell me, what was your attitude like on that day? Were you brass when dealing with the salesman that was trying to help you? Or could it have been other factors perhaps? This actually leads me to my next point.
2.) Timing. When did you go in? I work for a company that manufactures and outfits prosthetics for the disabled. Fitting someone for a prosthetic limb is not an easy thing to accomplish, so we set up appointments at our office. If someone who is in dire need of a new limb comes in 10 minutes before we close, they are more than likely going to receive poor customer service. This may seem irrelevant, but think about it. You say you went into that store months before. How many months? Because it sounds to me like the first time you went into that store, it may have been during the Holiday season, when most retailers are stretched thin. As such it may have seemed trivial to the salesman who helped you as to why you were inquiring about something as inconsequential as a container for a receiver. These are just some things to consider when you look at the CS at any given place.

On a side note, if I were you, I'd pick up that receiver while it's still there and then take your business elsewhere. An Elite receiver at that price is a steal, even if it was just the receiver itself. I checked it out on www.electronicexpress.com and it retails for around $1499.99, so poor CS aside, that's "one heck of a good price". Hopefully my long winded speech has shed some light on the reason as to why you received the treatment you did. Hopefully your encounters with major retailers will be a bit more pleasant in the future.

 

[CaliHwyPatrol]

As much as I hate to admit it, a customer coming in 10 minutes before we close is absolutely no excuse to give them poor customer service. I will inform them that we close at a given time, and I will be happy to help them with a brief question.

On the other hand, if a customer is rude to me right of the bat, I will usually be less inclined to help them, or pass them off to a manager. There is absolutely no reason for someone to be rude to me from the getgo. My new thing for rude customers (as I've said in other threads) is to sell them a Bose product as punishment for being rude to me.

~Chuck