Date: Mon, 23 May 1994 07:21:06 PDT From: Bruce_Rubin.Wbst845@xerox.com Subject: [!]CompUSA 10% restocking return policy for Apple products found on Hi, The evening of May 22nd, while beta testing (i.e. playing) Apple's eWorld, I drilled down through Computer Center:News & Industry Information:MacWEEK Online:MacWEEK Round Table:Tips to Mac the Knife and found a "conversation" regarding how CompUSA has a 10% restocking policy for Apple products! I posted this note on a Rochester, NY FC BBS (Mac's Last Stand 716-247-9056) and the one reply todate (last note of this message) makes it seem that this new policy might be more Apple's than CompUSA's fault. I haven't heard of this new policy of Apple's affecting other stores. While it is not uncommon for manufacturers to get very very tough on their suppliers, this is the first time that I have heard of a sales outlet getting beat up! Bruce =========== Subj: COMP USA's new Apple policy 94-05-11 21:31:58 PDT From: NormR If you aren't aware, COMP USA as of 5/1/94 instituted a new policy against only APPLE equipment, They now charge a 10% restocking fee if you return any Apple product within 30 days. I for one, will not buy another item from them with that type of discriminatory policy and will write about it in my newsletter telling everyone else not to shop there either. Subj: CompUSA big mistake 94-05-12 20:41:29 PDT From: Todd 4ta I always dreaded shopping at CompUSA, especially when having to deal with a return ('talk to him, go over there, sign this, wait here, ...'). This new restocking fee policy is the final mistake they will make for me. I just bought a PowerPC Upgrade Card before May 1, and I might just return it for the heck of it! There are so many other options in most cases, but Apple seems to like CompUSA and gives them preferential product stocking treatment. I have met only one person at CompUSA that knew anything about Macs (@ San Bruno, CA). Subj: BOYCOTT COMP USA 94-05-12 20:45:05 PDT From: NormR Lets get the message out to everyone, even user groups, BOYCOTT COMP USA Subj: CompUSA. . . 94-05-13 16:23:06 PDT From: IDIVISEeW I don't think a boycott is necessary. The level of service, technical knowledge and product stocking will eventually lead to their adjusting or getting smaller. As I live in the vacinity of a CompUSA, I often visit the store(always against my better judgement, but with a hope the trip will provide what I need). I cannot find the items (hardware or software) more then 75% of the time. When I do, the price(s) are nowhere to be found. The salespeople are usually too busy giving the wrong information to 'windoze' people to be of any help. I've had to demonstrate how to reboot their PowerBooks, etc. while they fumbled around. . . In the many trips I've made, I've actually purchased only one thing. . . a CPU vertical stand. Both my company and I have decided not spend anymore time and money there. We've found a better resource (although it is twenty miles away) and shall do business elsewhere. Thanks for the soapbox. . . Subj: COMP USA return policy 94-05-14 23:17:53 PDT From: DanJF It's readily apparent that COMP USA's return policy is most likely formulated by upper management who have little if any experiance as frontline employees. If they were "in the trenches" so to speak, they would cringe at the average customers negative response to this return policy. But then, how often does upper management listen to frontline employees, let alone empower them to make decisions pertaining to strategy???? Its also sad to witness Apple letting Comp UsA get away with this, now does that say something about Apples' notorious haughty attitude or what?? Dan, Customer Service Consultant Subj: COMP USA--Customer Service?????? 94-05-14 23:33:01 PDT From: DanJF It's interesting to see that other Mac shoppers have experianced similar situations in the larger, supposedly "sophisticated" supper stores. Last June when I was hunting for the best price and availability of my Mac Powerbook 160, the assistant manager of the Redmond Wa store insisted he would call me (after I had to suggest it to him!)first thing the next day after checking with the Southcenter store for availability. Knowing the chances of the assist manager calling were as dependable as software being released on time, I called Ballard Computer and found the Powerbook with the desired configuration, and cheaper to boot!! To confirm my suspisions, he did not call me the next day or ever. I bought the Powerbook at Ballard Computer. These larger stores will soon discover that Price, Inventory levels, and Technology can always be matched and become comodities. When they do, the only competitive Advantage left is Customer Service. For that, I think the mail order catologs warehouses are superior for tech support, delivery, and professionalism not to mention super selection. Keep it up COMP USA. Dan Subj: CompUSA horror stories 94-05-15 10:52:37 PDT From: JBKline The only time to buy a computer at CompUSA is when they sell returned products on their "Manager's Special" table at a good price. Over the past few months, family and friends have gotten some good deals. I wonder if that will change with the new restocking fee. Most of the sales people dont't know too much, but there are a few fustrated one who must deal with a stupid and indifferent management. One week ago, my brother and I went in a few minutes before closing to check the "return" pile in the corner of the store. The items were not yet priced. The assistant manager refused to give us a price on anything and told us the merchandise was not for sale. Later, someone told us the items were going to be auctioned off at 11:00 the next day (Saturday). We returned the next day to find that the manager wasn't in and no one had heard of the auction, except another customer who was told it was at 10:00 and had been waiting an hour. At 12:30, the assistant manger told us all to come back for an auction at 2:30. The auction started at 3:00. They started the bidding at 10% below dealer cost so there were no "great" deals. The best thing about the CompUSA Woodland Hills store is that it is close by... Subj: Pricing in NYC for MACs 94-05-18 06:43:46 PDT From: LAMBDA RPh I recently poked my head into the new CompUSA store in Manhattan (on posh 5th Ave no less). They did not have much in the way of MAC equipment on display. All the MAC hardware and software was located on one side of the store. The selection was a tad frugal. Their prices are not that competitive (at least in NYC) for the MAC hardware. There were only 2-3 salespeople to help about 20 customers in the area. While it was nice to see how the store was set up, I was not amused by the paltry amount of MAC stuff. I'd rather go to J&R Computer World. They have a better selection of MAC software and hardware, and at good prices too. The staff is knowledgeable, but you need to ask people who used to work in Mac Emporium before they merged. The people who used to work at this store are the most knowledgeable about MAC equipment. So, for the money, I'd go to J&R any day (at least in Manhattan). LAMBDA RPh (From Mac's Last Stand 716-247-9056) Yes, it's true, I called CompUSA and they confirmed the new policy. Victor, no last name, said that his manager told him it was in response to a change in Apples treatment of CompUSA and a change in Apples return policy. He(Victor) thought that because of somthing Apple did or changed, CompUSA must now sell returned, undamaged/working, Apple products, at reduced price, instead of getting a full credit from Apple on products that were returned for reasons other than a bad product,ie.; factory QC failures (unless the packaging has not been opened).