Dealers and Distributors in the age of the internet... My thoughts.

[755a]

I wanted to share a terrible story that without my relationship with dealers would have been unfortunate.

My 4 year old loves listing to jazz with me. One day after our cleaners left he said "he dad can we listen to Tina Brooks?". Damn right we can! I walked over to the TT and lifted the large custom Plexiglas cover off and took a look at my EMT TSD15. F8CK!!! The cleaners had not listened to me and they decided to clean my Garrard 301 and totally ruined my cartridge.

Well a few quick emails with the North American importer I was set. A replacement was on its way to me at a very reasonable cost and I send my broken one back.

They took fantastic care of me and went above and beyond. This is because I have built up a relationship and loyalty.

In this age of tempting on-line purchased we all need to realize that saving a few bucks buying on line or in the grey market can have a long term cost.

My son was happy to be listing to jazz again a few days later.

[Masterlu]

Tragic event, Happy ending.

[fjn04]

Wow- I hear the cleaning lady story all too much. I do all the cleaning in my stereo room, which is under lock and key to boot. Very nice to hear this was handled the way it was 755a. As far as your 4 year old asking to hear Tina Brooks, that is simply awesome!

[jdandy]

755a.......Nice little feel good story, but until you have done business with Legend Audio and Video you don't know how good Internet sales and service can be with the right dealer. Just because a purchase is made on the Internet doesn't mean it is somehow an inferior way of doing business. In fact, I have a ten year relationship with Legend Audio. Without exception, Ivan offers the best sales and service on audio equipment you are likely to experience, even from a brick and mortar store.

I also have an eleven year relationship with Sweetwater.com in Indiana. They do a huge Internet business, as well as having a fabulous sales center and artist performance center at their facility in Fort Wayne. I have developed a personal relationship with my salesman Paul Allen. I talk to Paul several times a year even when I have nothing I need to purchase. He often calls me just to make sure my studio is doing good and to just chat. He has been my sales guy for all these years. I have always gotten great prices and service from Sweetwater. I did all of my business online while building a complete professional recording studio from the ground up. I would not hesitate to recommend them to anyone. Internet sales is not some horrible way to go. You just need to be as selective on the Internet as you would be with a dealer at a physical location.

I'm not saying it isn't advantageous to support your local brick and mortar dealer. I have a long term relationship with a wonderful dealer in Gainesville, as well as a solid relationship with Legend Audio. There are advantages to both manners of doing business. One is not necessarily better than the other. Relationships can be built with both.

[junker]

Acoustic Sounds has been great to work with as well. A great on-line dealer! Stelly is the best!

[fjn04]

+ 1 on Stelly, and Nate on the music side. Great guys that know their stuff. And let's face it, Chad grabbed the bull by the horns and did exactly what he wanted to do in his life. I'm sure glad he did.

[755a]

There are loads of great North American internet sellers. And for the most part they will have you back.

I guess my concern is more with the fact that you can now buy gear from over seas (grey market) and at a substantial discount to dealers here in North America.

By doing this you hurt those who work hard here at home and you run the risk of having no support.

[junker]

I've had physical dealers that were incredible to work with (Pass) and others that we abominable (Mc), and I've had on-line dealers that were some of the worst experience in my life (a leading tube vendor in CA comes to mind...), and others that were some of the best experiences in my life (AS).

The best analogy I can think of was what happened when Amazon started to kill off brick-and-mortar retailers. Amazon has really changed the retail game in a positive way, and yet there are still sometimes I would prefer to walk into a store a talk to someone particularly when they provide excellent customer service (not always the case). With regard to high-end audio stores... they are unfortunately too far and few in this era.

As far as international sales go you have to also consider that people who work, travel, or have dual residence or have family overseas will sometimes shop locally when the dollar is as strong as it is...40% or more in some cases... and buy from local authorized dealers with whom they can still work with legitimately. Sometimes you can also find additional versions of gear that is not even imported in the US. I've seen products sell for one-third of what dealers are asking for in the US. One could replace the item twice and be about even with US purchase prices. Just ask Australians about this. It just depends. Arbitrage 101. Domestically, yen or euro denominated purchases have almost always seen price increases. The AudioDesk record cleaner was price reduced lately and I thought that was a very honorable move that still maintained margins.

Last comment, sometimes buying used gear makes sense and that is the prerogative of the seller - it's their property - and the buyer... it sells at a discount for a reason... like you said it could lack a warranty or the customer service from vendors who really do earn their business. When dealers provide a great experience and value - without gouging or exploiting favorable exchange rates - then you have an excellent sales experience whether through on-line or physical sales channels. I'm glad your story workout out so well for you. Great customer service is timeless.

[755a]

I actually have a pre owned aurieges. It did however come right from a dealer. I was able to communicate what I was looking for to the dealer and the imported located a preowned preamp for me. Might have paid a couple dollars more but if I need help I know I will get it. Also it will be easier to trade in for an upgrade.

[junker]

Only way to go there for sure! And great pre-amp btw...