I mentioned a few days ago that I was interested in getting a new keyboard and mouse. Through my own research and the comments on that post, the Logitech S 530 seems like the best fit for me. Normally, I just buy tech stuff online (from Amazon when I can), but a keyboard and mouse are very much personal preference items and I wanted a chance to try them out in the store before I bought them.
A few online searches showed that CompUSA was the only local big box retailer to carry the S 530 (nothing at Best Buy, Circuit City, MicroCenter, Office Max or Office Depot), and they had them at all of the local stores except th one closest to me.
So I called the number for the next nearest store, followed the prompts to check product availability, and was transferred to a central operator who told me all of the local stores were sold out except for one ~25 miles away.
This was surprising to me for 2 reasons:
- It means that the inventory information on the web site (including the option to buy online and pick up in the store) is wrong, and there is updated information available internally.
- Calling the local store will route you to a central operator instead of getting the local store you called.
I asked the central operator how I could get in touch with the local store, and was told to hit ‘0′ when I got the IVR. So I called the local store back, and hit ‘0′ at the IVR. Sure enough, I got transferred to someone in customer care at the local store.
I asked this fellow if he could see if an item was in stock for me, and he told me he was very busy and that I’d have to hold. So hold I did, for 13 minutes, until I was hung up on. I called back, sat on hold for another 5 minutes, then got through to a different person who transferred me to a “sales rep”. Another 3 minutes on hold, and the sales rep confirmed what the central operator had told me - there was no stock available at the local store.
I asked if he could check the other stores in the area, and he told me that he couldn’t. He told me to call the other stores directly. Since it took nearly 30 minutes to get the info from this store, I decided it wasn’t worth it to do the same song and dance for the other stores.
Instead I went online to Amazon, and with a single click ordered the Logitech S 530 to be delivered overnight for $15 $24 (including tax) cheaper than the local brick and mortar stores had it listed for.
Sure I didn’t get to test drive it first, but quite frankly I’d be a lot happier if I’d never even bothered with the local stores and had just ordered it online to begin with. Even if I don’t like it and have to send it back, it’s still less hassle.
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Stew Brennand adds this Comment:
You mean they have shopping in actual, real live buildings now? The concept will never work I tell you!
Heh, I never call around anymore, unless it’s a small “mom-and-pop” kind of store, where I know I will talk to someone useful, which in most cases is the owner.
I have in the past found myself avoiding the typical “big-box” stores as well, unless I’m after a specific item that a small business might not carry or would have to order for me. If the small business owner is going to have to order it for me, I might as well have stayed at home and ordered it online.
(I heard that they have the internet on computers now. Another concept I’ll never believe!)
I never call the big box baddies for anything, ever. I pick what I want (or need), I go, get in, get out and make it fast before I spend all my earnings on the latest ball and paddle upgrade!
November 26th, 2006 at 4:53 pm
Stew Brennand adds this Comment:
I tried to comment, but got hit in the head with a can of spam
Thats two of comments that have akismetted on me, lol
In short, I prefer small business stick and mud over larger brick and morter outfits.
I’ll order online if I really really have to. Its an instant gratification thing.
November 26th, 2006 at 4:57 pm
Rong adds this Comment:
I painfully empathize with your entire story. Not naming names but, at a time when ontime delivery and inventory is almost a given these box stores online sites are woefully failing in providing truthful information.
It’s so much easier to go to a reliable online store like NewEgg and just be done with the purchase process and know that I WILL have the item in just a few days.
If I absolutely have to have it NOW, then like Stew I’d rather go deal with a smaller one-off store.
November 27th, 2006 at 5:47 am
J adds this Comment:
Don’t let CompUSA be a model for dealing with other stores. I happen to live in an area where, unfortunately, CompUSA is the ONLY authorized Apple service center within 400 miles. With a machine that needed repair that was still under warranty, I had no choice but to deal with them. A 4 week ordeal ensued which included the techs not being able to figure out how to open my machine and then insisting that I have an Intel iMac which I do not. If I ever have to have repair again, I’ll drive the 400 miles rather than go to CompUSA.
Having said that, I never buy anything in a “real” store other than fresh groceries. If I need instant gratification, I have things overnighted.
November 27th, 2006 at 8:59 pm
Stew Brennand adds this Comment:
J, you didn’t just use overnight and instant gratification in one sentence did you?
I just got back from (insert big box name here) and returned my external 320gb drive. It failed on me. They gave me a new one on the spot, no questions asked.
Chalk one up for the big boys I guess.
January 1st, 2007 at 2:53 pm
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April 18th, 2007 at 11:04 am