Part of the solution---if you shop at Guitar Center, read this

[INLOE1985]

The bad part was he wasn't willing to negotiate a price I dont mind paying full price with equipment like this but full price on a open box no way

[whitepapagold]

Originally Posted by Dean7

Wow! That's pretty bad. Looks like they sold you an open-box item or something!

Oh poor unsuspecting customers. EASILY half of the stock (minus small packages) has been opened. The boxes are RE-TAPED in back and presented as new. Sorry Eli but you can't defend this one- its a fact.

The amount of synths sold that have truly NEVER BEEN OPENED would amaze you. GC has a 30 day guarantee and if they can repackage an item and put it back on the floor or hand it to you- they will. They also will allow you to LOOK IN THE BOX and see if its what you want. Great practice but thats not factory sealed.

Many many years ago I worked at GC and another I won't name since they aren't asking. BOTH would consistently misrepresent things as unopened. I have personally repacked items for Guitar Center. The ONLY way to be sure is-
1. Tell them you are expecting a FACTORY SEALED product.
2. Check it- Facory seals don't have double tape, tears near the tape, etc. PLUS open it and inspect it before buying. All manuals bagged, chords tied, basically sealed as expected.

Thats all you can do.

[xaipemw]

I'm extremely upset at the local Guitar Center because of something that happened to me today. It was too long to post here as a reply, so I made another thread (also in The Moan Zone) about it.

Guitar Center, do the right thing.

[Duardo]

The boxes are RE-TAPED in back and presented as new. Sorry Eli but you can't defend this one- its a fact.

And what's wrong with opening a box, looking inside, and sealing it up again and selling it as new? It is still new, isn't it?

They also will allow you to LOOK IN THE BOX and see if its what you want. Great practice but thats not factory sealed.

No, it's not factory sealed, but again, it's still new, isn't it? It hasn't been used...

The ONLY way to be sure is-
1. Tell them you are expecting a FACTORY SEALED product.
2. Check it- Facory seals don't have double tape, tears near the tape, etc. PLUS open it and inspect it before buying. All manuals bagged, chords tied, basically sealed as expected.

So you're advising to open and inspect before buying...but not buy something that's not factory sealed?

[dasmetre]

Originally Posted by whitepapagold

Oh poor unsuspecting customers. EASILY half of the stock (minus small packages) has been opened. The boxes are RE-TAPED in back and presented as new. Sorry Eli but you can't defend this one- its a fact.

I haven't really tried to defend any of the negative things said about GC in this thread. I'm here gathering information and getting opinions, and you have given me both. I thank you for that. I will take anything said negatively about GC in this thread as a constructive bit of criticism, and do what I can to personally address the issues in my store.

Thanks for the input!
Eli

[newfuturevintage]

Originally Posted by Duardo

And what's wrong with opening a box, looking inside, and sealing it up again and selling it as new? It is still new, isn't it?

I think you're missing the point: these are customer returns sold as new, not something that's been checked by GC staff for completeness.

The easy 30 day return policy is commonly known around these parts as "the guitar center rental". I've met bands claiming to do this with entire backlines for one-off shows.

This is beyond the scope of the OPs job description, I'm sure, but were I in charge of GC, I'd implement a minimal restocking fee...5%-10%. Keep the honest people honest. Sell the returns for a discount of half that fee as 'open box' merchandise--and still allow 30 days with it. Musician's Friend more or less does this, and it's the same company ownership.

As for my GC pet peeves: don't try to sell me monster cable. I know why you're doing it (high markup & incentives), but respect my opinion that I don't want it, and don't insult the fact I'd rater go with mogami, canare, belden, or, well, anybody but monster.

Also, I'd do away with the "GC hookup" -- price everything as low as you can; I don't want any favors, just a fair price without haggling. Still you've come a long way from the '80s when nothing was priced, and asking, "how much is this?" was answered with "how much money do you have?"

[gerryg]

I recently asked the GC guy for hi-8 tapes (I still track to hi-8 sometimes and I always make safety copies of tracking sessions to hi-8) He informed me that "tape is dead" with a bit of a nasty attitude. I just smiled, walked out of the store, went on the internet and ordered $500 worth of tape from someone who sells products (instead of preaching their own stupid opinion.) Often the GC guys have the attitude that they know the biz better than some of us who work behind a console instead of a counter.

While I'm at it, it bugs the hell out of me that after I spend some real $$ at a GC store, my bags and receipt are checked at the door... I'm a good customer, not a friggin criminal trying to rip you off. This is really insulting!

[Sqye]

.
c'mon guys, stop being so critical.......i buy ALL my cat food at GC!!... .. ...
.

[Paul Vicory]

Anyone care to speculate (strictly as a percentage of overall sales) how many sales GC has lost simply because the GC saleperson didn't have even the slightest notion of what the customer was trying to buy? Never even heard of it? Once I waited for what felt like an eternity while a salesperson searched for a product on the GC computer system. He wasn't listening to what I asked for - he was on his own little mission to waste my time, it would seem. Once he was finally able to look up from the computer screen, I pointed to the product on the shelf directly behind him.

I shop at GC alot - because I know what I want and I will take the time to force the salesperson to understand what I want to buy. I would probably be considered a pushy customer.

You need more knowledgeable employees. You don't have one single GC employee in the Chicagoland area that knows more about computer-based audio recording than me, and I'm just a hobbyist. That's not acceptable. I can get NO new or useful information about any product in a GC store from a GC employee. That's just wrong.

And honestly I'm not anywhere close to being an expert on audio recording - far from it. I'm stilll learning. But I know what products are out there - I read the magazines - I go to the manufacturer's websites - I read forums like these. I would think GC employees would too, but seemingly they couldn't care less about the product that they have to sell.

[Virtuoso1104]

Originally Posted by gerryg

While I'm at it, it bugs the hell out of me that after I spend some real $$ at a GC store, my bags and receipt are checked at the door... I'm a good customer, not a friggin criminal trying to rip you off. This is really insulting!

You remind me of the woman who said it was illegal for me to check her ID when using a credit card during a purchase. The door people are mandated to check receipts for inventory purposes, not because they don't trust you. Make sure we keep track of what serial numbers are going out so we can keep everything updated and accurate. And to make sure the sales guy didn't mess anything up by ringing up a different product or put in a wrong amount. You have no idea how many times a sales guy at the location I work at has messed up on a quantity, or scanning a label that was a different item entirely. If I was you, I'd spend less time worrying about small things like that and worry more about putting the incompetent audio sales guy in his place.

[terminal3]

Originally Posted by Virtuoso1104

You remind me of the woman who said it was illegal for me to check her ID when using a credit card during a purchase.

It's not necessarily illegal, but it's a violation of your agreement with Visa/Mastercard and can get your shop into hot water if the woman in question complains to them. Just sayin'.

[Virtuoso1104]

Originally Posted by terminal3

It's not necessarily illegal, but it's a violation of your agreement with Visa/Mastercard and can get your shop into hot water if the woman in question complains to them. Just sayin'.

...when using a credit card you're supposed to ask for I.D. In fact, the majority of people these days don't sign the back, they write in bold letters "SEE ID." I've had a gentleman come by who worked for Visa and thanked me when I asked for his ID. I told him the story about the woman, he told me he's had a few people call and complain about it to which he had to tell them there was nothing wrong with it... Think about it. Someone walks into a store, buys $5,000 worth of merchandise. Pays with a credit card that's got a name and signature on the back, no other means of ID. There's no way for me to know that person is actually who they say they are just because a piece of plastic has a name on it. I'm guessing you've never had your credit card stolen to appreciate when people check to make sure.. Sorry, but I have to deal with people giving me shit on this every day when I ask for ID. My frustrations not towards you, it's towards society!

[terminal3]

Originally Posted by Virtuoso1104

...when using a credit card you're supposed to ask for I.D. In fact, the majority of people these days don't sign the back, they write in bold letters "SEE ID." I've had a gentleman come by who worked for Visa and thanked me when I asked for his ID. I told him the story about the woman, he told me he's had a few people call and complain about it to which he had to tell them there was nothing wrong with it... Think about it. Someone walks into a store, buys $5,000 worth of merchandise. Pays with a credit card that's got a name and signature on the back, no other means of ID. There's no way for me to know that person is actually who they say they are just because a piece of plastic has a name on it. I'm guessing you've never had your credit card stolen to appreciate when people check to make sure.. Sorry, but I have to deal with people giving me shit on this every day when I ask for ID. My frustrations not towards you, it's towards society!

I'm not arguing that it's not a good idea, just stating the facts.

Credit Cards: Visa Officially Says Stores Cannot Deny Purchases If You Don't Show ID

[Jim Stout]

Here's one.

I use to go into Guitar Centers to do training.

My advice is.... if you have a product specialist from ANY manufacture pay attention to them!

They are there to help and increase the knowledge base of you staff!

Basic..... the more you know the more you sell.

Customers really like it when they can talk to a person who knows what they're talking about! Don't You?

Morning trainings are not that hard. But it seems like all of the employes feel like they are being punished.


I've had Managers blow me off too!


I have done my fair share of flying across the country, putting together training documents, bringing breakfast for a 9 o'clock training and nobody shows up!

The only question that product specialist seem to get is "do you have any swag?" OR can I have an NFR. That's it!

Companies spend A LOT of money sending guys out to help your guys so I think it would be a good thing to pay more attention to the specialist who are trying to help you!


Just a thought.

[ETM Dude]

Sorry Eli, unless your company can pay their employees enough to attract trained and knowledgeable people in recording, I don't see theres a whole lot that can be done.

Makes you wonder about Sweetwater's model... sell everything at list and pay people well! How do they do it???

[Jake Dempsey]

Originally Posted by ETM Dude

Sorry Eli, unless your company can pay their employees enough to attract trained and knowledgeable people in recording, I don't see theres a whole lot that can be done.

Makes you wonder about Sweetwater's model... sell everything at list and pay people well! How do they do it???

SW sells at MAP.

[flufhead]

I went to a GC grand opening. Standing in line with 200-300 people, I was astounded to see the mgr. walk out and smash a guitar on the sidewalk, and proclaim that this store is open for business! I didn't buy anything there that night, and I refuse to go back to another GC again!!! Dude you could have given the guitar to the first person in line, or given it to the first person to spen $100.00, or... But to just smash it on the sidewalk and Yeah I know it was probably a P O S Guitar, that just made it even more meaningless. I guess it's true what they say about first impressions...

[noah330]

I don't really hate GC as much as I hate the types of people I have to deal with when I'm shopping there:

1- 50 year old SRV wannabee who shows up to practice every time I'm there

2- 40 year old Kerry King/Slash wannabee who insists on being louder then the person mentioned above, as they're playing at the same time.

3- 60 year old baby boomer playing 'Eve of Destruction' (badly) on a Martin in the acoustic room while his life partner plays 'Hotel California' (badly) on a Taylor 12 string at the same time

4- 20 year old salesperson who tunes down to 'Q' and plays louder then number 1 & 2 above - again, all playing at the same time

5- 6 year old child left unattended in drum room and is possibly the next Keith Moon

6- Guy with ugly girlfriend who loudly belittles GC salesperson because they don't know they difference between the Digitech X-P300D and X-P300D+

We all have horror stories about the sales people not knowing enough, but really that's to be expected. When I buy a DVD player at Wal-Mart I don't expect the person to know everything about it.

I wish GC would end the 'try everything in the store' policy and limit the time people can play (and also limit the volume). Also, blasting different music from every department over the PA is not really a good enviroment when you're trying to decide what to buy

GC is what it is.

I liked MARS a little better, but we saw how they ended up.

Hopefully, Mitt Romney will turn GC around

[dasmetre]

I am still reading all these responses, and I do appreciate all the input. I'm working hard to make sure I bring as many improvements to my store as possible and hopefully it's starting to show. There are still people having unpleasant experiences, however, so I've definitely got my work cut out for me.
Eli

[soundfx]

Originally Posted by noah330

I wish GC would end the 'try everything in the store' policy and limit the time people can play (and also limit the volume).

Amen, Brother. I try to be as conscientious as possible and play at uber quiet volume. Then of course, some horrible 16 year old cranks up the Marshall next to me playing stock Metallica...very badly at that. I guess there's not really any policing it, but still...pet peeve. Other than that, I've had plenty of good experiences with GC employees in ATL. You're always going to have your nincompoops, but what do you expect? These guys aren't earning a fortune.

[the_Chris]

I used to shop at Guitar Center, but now I can purchase items just as cheap if not cheaper elsewhere. I used to get some great deals on gear and as a result, I have spent thousands there. Now I can't even get the sales tax off of an item due to the new corporate policy. I know Guitar Center's excuse right now is to "save customers money so that they won't have to haggle", but when I look around and find products for cheaper elsewhere, they obviously aren't doing price conscientious shoppers any favors. From now on, it's all mom and pop stores. I know I'm not the only one on this, but you'll have to wait and analyze sales for the next year to really see what kind of an impact this new policy is really going to have.

[dj.el]

i spend my entire paycheck at the guitar center here in downtown seattle this last week. i bought a gig bag for my 88 key yamaha board which i was going to use to transport to and from gigs and practice. we practice in the basement of my apartment building so i loaded my board up in the bag for a long journey down two flights of stairs. by the time i was unzipping my bag in the jam room (this is one use of the bag and two minutes or carrying my piano TOPS) the bag rips at one of the seams AND one of the zippers breaks off.

now, big f-in deal right? take the mofo back...

i threw away the packaging almost instantly, it's a gig bag i didn't think twice. gc will not take it back or exchange it without the packaging! i bought it on my card which they can see. f-in hate this place. and the sad thing is, even though i told them i wouldn't go back ever again, where the hell else will i go?

they have our business and there's nothing they can do to lose it. least around here. grr...

[barryjohns]

Try patients and buying online. You'll always get a better deal, you just have to wait a week to get it.

Originally Posted by dj.el

i spend my entire paycheck at the guitar center here in downtown seattle this last week. i bought a gig bag for my 88 key yamaha board which i was going to use to transport to and from gigs and practice. we practice in the basement of my apartment building so i loaded my board up in the bag for a long journey down two flights of stairs. by the time i was unzipping my bag in the jam room (this is one use of the bag and two minutes or carrying my piano TOPS) the bag rips at one of the seams AND one of the zippers breaks off.

now, big f-in deal right? take the mofo back...

i threw away the packaging almost instantly, it's a gig bag i didn't think twice. gc will not take it back or exchange it without the packaging! i bought it on my card which they can see. f-in hate this place. and the sad thing is, even though i told them i wouldn't go back ever again, where the hell else will i go?

they have our business and there's nothing they can do to lose it. least around here. grr...

[joelpatterson]

Originally Posted by dj.el

... the bag rips at one of the seams AND one of the zippers breaks off...

This might be a long shot... but I got a story.

I bought a pair of Ray-Ban sunglasses once, and after a brief little honeymoon they slipped out of my pocket one day and smashed on the pavement. It was my friend's sporting goods store, and she gave me this plan: Write directly to Ray-Ban. Make up this story... admit the glasses "got broken," but claim that the lenses slipped out of the frame on the journey to earth, and then broke, so technically these were faulty and it was their fault.

I said, what the hey, worth a try... I wrote up a nice letter, with this slightly fraudulent story... and they sent me a new pair of glasses for free!

Stunned, reeling, I held onto the mailbox for support-- and I thought, y'know, you take it right to the top, those people at the top know where it's at... what's one damn pair of sunglasses compared to a customer's undying loyalty? The little fish at the Guitar Center certainly don't look at life this way...

[Duardo]

Stunned, reeling, I held onto the mailbox for support-- and I thought, y'know, you take it right to the top, those people at the top know where it's at... what's one damn pair of sunglasses compared to a customer's undying loyalty?

I wonder what they would have done if you had told them the truth?

[bexarametric]

Originally Posted by the_Chris

I used to shop at Guitar Center, but now I can purchase items just as cheap if not cheaper elsewhere. I used to get some great deals on gear and as a result, I have spent thousands there. Now I can't even get the sales tax off of an item due to the new corporate policy. I know Guitar Center's excuse right now is to "save customers money so that they won't have to haggle", but when I look around and find products for cheaper elsewhere, they obviously aren't doing price conscientious shoppers any favors. From now on, it's all mom and pop stores. I know I'm not the only one on this, but you'll have to wait and analyze sales for the next year to really see what kind of an impact this new policy is really going to have.

GC Price matches anyone. Therefore you have the opportunity to get it just as cheap at GC. They will eat the tax too as long as the company that they are price matching does not have a physical location in the state in which you are a residence. You have simply been misinformed.

I can already tell you the impact of the new policy. We have had some customers freak out on us. I slowly calmed them down and then explained to them that I will still have the ability to give them the lowest price. After they got over that, we got to focus on the gear. It was awesome. You take price out of the equation, then it turns into a conversation about gear, which is why you show up in the first place. Imagine that. The new policy is going to force the salesman to have to rely on something other than price as a sales chop. This will force the condescending ass wipe to have to learn their products. That's a good thing.

Also, this policy is probably here to stay. Customers are pretty cool with it and we are making HEALTHY profits. The end result is giving us the ability to have some pretty cool sales that we weren't able to do before. Most of the time we have the lowest price anyway. If you getting the lowest price isn't good enough or my genuine interest in getting you into gear that makes you happy doesn't seem to matter to you, then your expectations are unrealistic. Keep in mind, the majority of the people that walk in the door don't complain about price. If they care about it, we will still honor any price.

[barryjohns]

Originally Posted by bexarametric

GC Price matches anyone. Therefore you have the opportunity to get it just as cheap at GC. They will eat the tax too as long as the company that they are price matching does not have a physical location in the state in which you are a residence. You have simply been misinformed.

Really? Not sure that word has gotten out. I'll put that to the test next week. I'll see if they match other prices I've gotten for a high ticket item and report back. I'm willing to bet they will not eat the tax while matching a very good price I have received from another dealer. The item is over 4k.

[joelpatterson]

Originally Posted by Duardo

I wonder what they would have done if you had told them the truth?

Told me not to be such a stupid, clumsy fool?

[barryjohns]