Beware Superfi - missing and damaged goods twice!

Gerrardasnails:

OliNS:

Complaints were logged with both companies after the first issue, neither ever responded. The courier company customer service even promise a call back Saturday week ago, which never came. I am still awaiting response on the 2nd issue, if they come back in a reasonable timescale I will be fair enough to reflect that on here.

Seems strange that you arrive on the forum just to slaughter a well known company? I also think that your gripe should be with the courier company first and foremost. And finally, I would be astonished if Superfi did not attempt to deal with your issues.

I think the OP has a gripe with the aforementioned retailer. I've not dealt with them, but I know a few who have, including yourself, without any problems. One has to be realistic: although retailers are generally very good about sending components, occasionally things will go amiss - that's the nature of the beast.

If the OP has the wrong attitude about "progressing" his bundle(, people aren't goin' to be very receptive.

 "Granted the suggestion made isn't illegal but, as has been pointed out, it's no less unethical in many peoples eyes and as a general point always raises the temperature in here as most of us can see a future when the fantastic dealerships we like to use no longer exist, which, I hope everyone would agree, would be a very sad day for all of us."

I agree,it would be a shame,but the ethics of shopping is a tricky subject.I'd say everyone of us that's ever shopped in a supermarket or a chain store or bought a car simply because of convenience or price or availibilty (me) has behaved unethically.We've contributed to the death of small specialist retailers and the homogenisation of the High Street.We've driven out small suppliers,independent wholesalers and small manufacturers.So,I don't think any of us are innocent,but I do think hifi shops will survive as long as there are hifi enthusiasts,because,I guess,we're not all unethical all the time.

johnnyblue:

 "Granted the suggestion made isn't illegal but, as has been pointed out, it's no less unethical in many peoples eyes and as a general point always raises the temperature in here as most of us can see a future when the fantastic dealerships we like to use no longer exist, which, I hope everyone would agree, would be a very sad day for all of us."

I agree,it would be a shame,but the ethics of shopping is a tricky subject.I'd say everyone of us that's ever shopped in a supermarket or a chain store or bought a car simply because of convenience or price or availibilty (me) has behaved unethically.We've contributed to the death of small specialist retailers and the homogenisation of the High Street.We've driven out small suppliers,independent wholesalers and small manufacturers.So,I don't think any of us are innocent,but I do think hifi shops will survive as long as there are hifi enthusiasts,because,I guess,we're not all unethical all the time.

Hmm,now you mention it,as we were talking about retail, neither do I.

Ok no worries!

I bought from Superfi, on delivery the box was damaged and, inevitably, so was speaker. Contacted them, they arranged for courier to collect next working day. New speaker came three working days later.

What more can you ask?

Purchase of AKG 450 headphones (bargain GBP50) and 5* winners

Ordered Saturday and arrived Tue.

In a sealed box but r/h headphone cup not sealed correctly. Rang them Wed and received my pre-paid (2nd class) return label Thursday, and rturned item that day.

Received notification following Friday that replacement was on its way and got them Monday.

To summarise thats 13days all-in-all, with waiting for post 3 times and includes one 2nd class trip.

Very impressed

I'm not going to defend Superfi or any other retail outlet if they're in the wrong. IMHO the contract is with Superfi NOT the Courier so their CS should be able to sort the issue out. Though it shouldn't be necessary, there is an art to complaining and the biggest rule is to stay calm and be reasonable. I'm not suggesting the original poster wasn't but lets say, I know a little bit about Superfi and the lady in charge of CS is much more likely to help if she's treated with basic respect rather than verbally abused.

As for the suggestion of using Superfi (or anywhere else for that matter) for an audition and buying elsewhere-DISGUSTING!

The customer profile I dealt with was absolutly riddled with that mean and selfish attitude. Time after time I would spend a couple of hours setting up and carrying out a demonstration only for the so-called customer to buy at 7 jokes because they would beat my quote irrespective of whether I was cheaper to start off with or not.

What many don't realise is that the sales assistant is under substantial pressure to sell yet that attitude makes it impossible.

Wasted time, lost add-on sales, lost commission, missed targets and disciplinaries are the result.

So if you've got no intention of buying please do the shop a favour and go away!

peterkin1010,

As you seem to be in the hi-fi retail trade, please add a signature to clarify that point, in accordance with House Rules

Thanks

That's very unlikely (unless it was a long time ago).

He made reference to being a 'sales assistant' rather than an 'Audio Consultant'.

Hi Andrew, thanks for your comment. As Chebby has stated I USED to be in the HiFi trade and I referred to myself as a Sales Assistant or even a Sales Monkey depending on the company I was in.

I can assure you I no longer work in the HiFi trade, having quit my previous employer back in October of 2011.

OK fine, thanks for clarification.

Well IMHO, people do nothing wrong if they go to a Supermarket rather than a Corner shop, nor venture onto a retail park rather than their local electrical store nor even shop on the Internet rather than bother with the High St....provided they haven't gone into shops to milk them of their knowledge.

What I'm sore about is the mean and selfish attitude of wasting a dealers time in the full knowledge of having no intention of buying from them.

Sometimes in my past I've been up against competitors demonstrating products such as Naim which better performance than say my Roksan Caspian set-up albeit at a much higher price.

And again if its down to the sound, the competitor is an authorised dealer of the rival product and the customer buys off them then thats fair enough.

In all honesty if a HiFi buff has got the cash the more premium product is likely to win out every time.

But then having a demo of an Onkyo 905 and a KEF 3005 SE, then asking to listen to 305's then an MT-30 pack when there is no intention at all of buying? ( A true story)

Thats the attitude I can't stand.

Every Arcam stockist will have an agreement with Arcam whereas in the event of a warranty fault any Arcam product purchased anywhere in the UK with the proof of purchase supplied has to be returned to Arcam via the dealer concerned.

Arcam do pay for the carriage-sadly the dealer has to spend time and effort ensuring the product is properly packaged etc

However, Arcam nor anyone else, can force a dealer to serve anybody.

And the policy Arcam are operating here was clearly being abused.

Had I been the Franchisee of the Sevenoaks concerned I would have certainly shown the person concerned the door.

And this is one reason why a lot of dealers are sore with Arcam. They are a premium brand whose products really require at least a shop demonstration to enable an informed buying decision.

And allowing the hack merchants to sell Arcam over the Internet who only sell on price rather than offering any backup encourages that very attitude I'm so annoyed about.

I totally agree with your sentiment. 

My dealers are a source of info, advice, back up and a place where you can listen to all sorts of kit. They hold demo days and musical evenings, where you can get to hear £100k systems.

They also let me take home and try cables, isolation devices and mains conditioners, as well as hifi kit itself....ie. A two way beneficial arrangement. It's all too easy to know the price of everything and the value of nothing.