Seems there’s a new epidemic going around at big box retailers that involves bilking people out of $30. Sales reps at Best Buy and Circuit City have been telling digitally impotent customers that they’d be wise to pony up some extra dough for recovery CDs — CDs that would cost twice as much from the manufacturer and can’t be made by the customers themselves. Birdshit. You can make the CDs yourself and it’s as easy as falling in love.
As someone who’s worked in sales and/or tech support for Best Buy, Circuit City, and CompUSA, I feel qualified to speak on the subject of how retailers encourage their salespeople to go about cheating you out of your hard earned money. Here are a few tips to help you avoid getting ripped off at stores like these.
1. Don’t go a foot past the pickup counter.
All the big stores have an in-store pickup feature on their website that shows exactly what’s in stock at the store. Order your computer online and pick it up while you’re out and about running errands. If you don’t know what you’re looking for, hire an independent computer support technician or ask a friend or family member to pick something out for you on the website. Nobody hassles you when you’re doing in-store pickup because they assume you already know what the hell you’re doing.
2. You will be lied to about the extended warranty.
Any salesperson who tells you that “the warranty covers everything, and I mean everything” is a liar. Just to make sure, ask if the warranty covers software, drops, and/or spills. It doesn’t. If your salesperson tells you it does, you’re looking at a liar. No store-bought extended warranty covers “everything” but salespeople use this line all the time to sell peace of mind.
The warranty covers something weird happening like a hard drive malfunctioning or a video card blowing out for no reason. Computer parts are made with such precision nowadays that such catastrophes are few and far between. If you really want to purchase an extended warranty, get one for the monitor. It’s the one piece of equipment you might use for a long time.
3. When being pressured, fight lies with lies.
My recent CompUSA laptop purchase ended with the salesman throwing a semi-controlled tantrum laced with a fair amount of Woody Allen-like sputtering. He couldn’t understand why I didn’t want to “protect the screen” on my MacBook. Ah, the extended warranty’s one last shred of value. It protects the screen going out for no reason, whereas the manufacturer’s warranty doesn’t (actually, it does for the first year). I finally shut the guy up by agreeing to buy the warranty and then said, “It works in Switzerland, right? Because I’m moving there for work and I’ll literally be there for the next five years without coming home.” An extended warranty is a hard sell where no stores exist and warranties, in general, don’t work in other countries.
Another option is to tell the salesperson that you work for whatever company makes the computer you’re buying and that, if something happens, you’ll handle it at work.
4. They’re not on commission, but they (sort of) are.
I almost think it’s worse now that everyone’s gone commission-free. The stores will tell you that it’s to provide you with a low-pressure shopping environment. Again, birdshit. Ask anyone who used to make a decent living on commission and they’ll tell you that their salary got cut in half. It saves the stores a bundle. Also, when’s the last time you noticed an adult selling computers? About ten years ago, right? Non-commissioned salespeople can’t support a family on $10 an hour.
Salespeople used to be knowledgeable and helpful — they had to be or they wouldn’t have made any real money. True, you did get people here and there that would sell customers stuff they didn’t need but it was no worse back then than it is today. In fact, it’s much worse today.
You’ve got low-paid, unenthusiastic salespeople who don’t take the time to learn about any of the products they’re selling but who are rewarded for selling extended warranties, overpriced cables, and in-store tech service. Many, many years ago when I worked at Best Buy we’d get in-store dollars for selling certain high-margin items. It did nothing except make people come up with creative ways to lie to customers (see #2).
5. Good salespeople acknowledge weaknesses.
If you find a salesperson who tells you that the store offers an extended warranty but advises you not to purchase it, that means I’m working in retail again because that person is me. If it turns out that it’s not me, you’re probably dealing with a knowledgeable, helpful individual who really, sincerely enjoys working with technology. That person isn’t going to be working there for too long, though. It can be a real soul-sucking job.
Best Buy, Circuit City Reps Push Unnecessary Recovery Discs
[ComputerWorld.com]
Ok, I worked for Circuit City, Best Buy, AND CompUSA at just about every position for a combined total of about 6 years. I’ll grant you that there is a TREMENDOUS amount of pressure on us to sell service plans, and that when I worked under the commission systems back when they existed, it was our bread and butter, but quite frankly the things said in this article sounded like they were spoken by an uneducated fool. Does everyone need a service plan, or other services that retailers provide? Absolutely not, but at the same time I have, in my many years of working in the system both as a salesman AND a tech, seen many MANY people benefit from these services. Did you know that Best Buy and Circuit City now both sell plans that protect accidental damage, they cost more, but they are there. CompUSA also offers their “Premium” service plans which also covers many software problems INCLUDING virus/spyware/malware removal. Again, it’s not for everyone, but walk into any of the aforementioned retailers and ask to see their tech shop, they’ll be happy to show you, and look at how many laptops, desktops, and other electronic gadgets are being fixed that WERE covered by the plan. I’ll make no excuses for the fact that a lot of salesmen in the industry will go to dishonest lengths to get people to buy the service plan, but just because a lot of them do, doesn’t mean that we are all to be labeled as such. I have been in the industry for a long time, I have several certifications, and I consider myself an expert on just about anything you could find on the sales floor, and I’m only 24, hardly a seasoned veteran. We provide services, that’s our business. And despite what Mr. Aamoth has stated, we’re not just selling services for the sake of doing so, as if we go home at night and take delight in knowing we made someone spend money. I can’t speak for everyone, but while I do OFFER our services, I only sell the one I think a person can use. Not everyone CAN burn their own restore CD’s, or install RAM, or set up a Wireless Network, or wall mount a television. We sell these things because people either don’t know how, or don’t want to be bothered with doing it. And telling people to pay someone to shop for them to avoid talking to salespeople? That’s a bit asinine isn’t it? Again, I can’t speak for everyone, but Mr. Aamoth’s broad generalizations about retail salesmen is insulting and I question his experience in the field. Just because you worked part time during the holidays, hardly makes you an expert. And for the record, out of all 3 retailers, not a single one offers a reward (monetary or otherwise) for selling service plans, if you’re going to pretend to know what you’re talking about, it helps to do your homework.
Although your comments ares justified - that sales people may not know how to present intangible value, it doesnt mean its wrong to buy it. The thought that everyone doesn’t need something like services or added warranty is as ignorant as the agruement itself.
People buy insurance, people want a spare tire in their car because they want the assurance they are going to be okay if something does go wrong- they feel better about it. People hire people to mow lawns, clean houses, wash cars and hundreds of other services like that- NOT because they can’t do it themselves, but because they don’t have to and/or don’t want to.
You are projecting your opinion on services and insurance- but don’t brush the broadstroke that no one should want these services.
If I take my car to get my oil changed, I hope I don’t run into someone with your perspective; just because I would rather not hassle with it myself, and I am not 100% sure I could do it right anyway- sure it’s as “simple as falling in love”- but like me, thousands of other people are willing to pay for it.
I am sure the mechanics laugh at how easy things may be to do on a car, but thats a matter of perspective. Technicians who make recovery CD’s for someone may be doing it because it just makes life easier for that person - and they are willing to pay to make it easier.
Well Raul, you’re obviously one of the good ones.
For the record, I’m not making the assertion that nobody should buy the extended warranty. I’m just letting people know what sorts of tactics are used to sell them. Also, the Best Buy store dollars thing was well over ten years ago and I’m SURE they don’t do that any more, hence the “many, many years ago” part.
Finally, I worked full time at all three stores, two years apiece, the latest stint being at CompUSA as a tech that ended back in 2003. I know times they are a changing and there are new service tiers now that cover accidental spills and viruses, this is merely an article to help people pick up on SOME of the tricks that SOME of the more slippery salespeople use to sell extras and which questions to ask or techniques to use to avoid purchasing unnecessary services.
I have also worked at CCity and currently have a part time job at a Apple retail store.
Your right about the fact that CCity and other retailer pressure you into a warrenty and when things go wrong with in the first year they will look the other way and tell you to speak to the manufacture.
My experience at Apple has been competely diffrent. We do not work on commison and the only pressure we have is to provide the customer with the complete solution for there budget and need. We ask question to make sure we understand the customer need and we can suggest the right product for them. As for the warrenty (Apple Care as we call it) I feel that that it should be purchased. In most cases Apple Care is much cheaper then any other warrenty from other retailers (iMac AppleCare is only $169 for 3 years). An on top of that you get phone support (an american call center) and you can even choose to have in home service on some products.
Another big benift is the fact that 87% of all repairs are done in house and in my store are done with in 24-48 hours. Also for the 3 years of the plan you can come to any Apple retail store, mail it in or like i said before have in home service. Did I also mention that we cover all hardware and software made by Apple including OSX.
What dont we cover simple accidental damage. Beside that your good to go and you actually get to speak to someone face to face about the problem. For $169 i think thats pretty freaking amazing.
I see a lot of people beging to get the Apple Care after there 1 year standard warrenty is up so they dont have for shell out the $400 bucks its cost to repair there Mac.
Glad to see that someone of your “Profession” has the balls to tell other people what to think while your stock photo has you drinking alcohol. So how drunk are you when you write these things? Maybe people should think for themselves instead of the ramblings of a drunken idiot.
Mr. Aamouth I take back what I said about your limited experience and I respect the fact that you responded publicly, but please remember in the future if you’re going to say things that apply to only SOME of the people, then don’t make statements like “You will be lied to about the extended warranty” or “You’ve got low-paid, unenthusiastic salespeople who don’t take the time to learn about any of the products.” The majority of people I’ve worked with in all 3 companies between 5 different stores are GOOD people who are QUITE knowledgeable and HONEST. Most of the people that are here choose this profession because they, like you, are passionate about technology, and enjoy educating others, just ask ANY Apple rep, they don’t just believe Apple, they believe IN Apple, and the same goes for the majority of us. It is a frustrating industry, as you may recall, and while it can be rewarding, it makes it a lot harder to get people the things they need if articles like these damage our reputation on a personal level.
While I agree that the article is a big brush stroke, it is not that bad. What is bad is the original source. PC Magazines flagrantly over exaggerated title speaks volumes about the source. You expect to read about some wild scam, and realize it is just a few pushy salespeople who have their moral compass on the fritz.
The majority of retail salespeople just want to make an honest buck, and can do so by serving the customer properly. Explain the benefits about a service or product, and let the customer make an informed decision. That is what I do. I actually work for Circuit City, and am proud of my team. Do we have goals? Sure. What company does not? Do we get any monetary compensation for selling more services or protection plans? Nope. Not one dime. Just the meager paycheck that we get for our services rendered. It is a thankless job, but somebody has to do this.
The reason why services and plans exist is two fold. One, the majority of tech customers know next to nothing about what they are buying. And 2, it is just about the only thing that makes money with all the competition that takes place.
People want their technology cheap, so the price that is paid is low wage salespeople, and alternative means of keeping afloat. The alternative will be buying your computer from Target or Walmart(shudder).
Thanks for the comments everyone. Great points all around about Apple reps. I forgot to mention them at all. I’ve stopped in the Southdale Apple Store (Edina, MN) a fair amount of times and I’m consistently amazed at how passionate the salespeople are there. We had a great Apple rep at the CompUSA that I worked at, too, and there’s an entire Apple section at my local Micro Center that’s got a couple of really impressive reps.
Joseph, come on man.
Hey Doug, you’re a retard. How the f–k can you say that computers are made with precision? If computers are so well made, why is there a Geek Squad? Why does CompUSA have a Tech Services counter? Most computers are made in China, where they don’t even care about what goes in their food, let alone your $1500 laptop you GIMP. Doug, you are a journalist like a CompUSA employee is an engineer. Do your homework before you write a stupid article like this. Oh, and by the way, DIE!
The last sentence strikes me as very funny for some reason. I keep laughing about the “DIE!” part — kinda sneaks up on you. I also don’t know if I’ve been called a GIMP before. Well crafted, sir.
Not for nothing, but the maintenance plans offered by the big box retailers really do work. I recently bought a $3,000 Toshiba that gave out on me after just 3 months. With my service plan, I was able to bring it back to the store and get it fixed at no additional cost to me.
Granted, some of these salespeople are just thinking about their commission - but it’s still up to the customer to the read the service agreement. If customers think that they’re getting an education on computers at a retail store they’re wrong. That’s like me assuming a car dealer is going to tell me EVERYTHING about a car. Who are we kidding? He’s there to make money and that’s expected. If they guy spent all day explaining computer service plans to a 50 year who can’t even figure out where the power switch is - he will starve.
If the sales guy seems pushy about a service plan it’s because 1) he has to make a living but more importantly 2) he knows that YOU don’t understand how manufacturer warranties work and you will come back kicking and screaming like a baby when you realize that the problem on your laptop is not covered. That sales guy is DOING YOU A FAVOR by letting you what’s going to happen if something goes wrong on your computer and you need to pay for it yourself. So why would a so-called ‘journalist’ like yourself write such negative things about people who are just trying to provide a GOOD, HONEST service to consumers?
Hey Doug, you’re a journalist like Britney Spears is a housewife. And by the way - DIE!
Okay relax there, boyo. Your dad can’t hurt you now. Also, if your laptop gave out three months after you bought it the extended service plan wouldn’t have anything to do with anything. It’d still be covered and serviced under the manufacturer’s warranty.
Finally, I used to be one of the people that I’m writing about. I’m not trying to bring anybody down or point any fingers. I just wrote what I assumed went on at every other store. And when I assume, I make an ass of u and me. I’m sorry for that, plus I don’t think you needed the help anyway.
It’s been refreshing to read from everyone else that there are retailers out there where the stores’ general managers don’t tell push their employees to sell extended service plans even if it means lying to customers. The three places I worked each had managers that did just that. Apparently that’s an anomaly, which is a very good sign.
Thanks for the Britney Spears joke. I really enjoyed it. I haven’t heard a joke about her before. Thanks again.