Brad-S.A.

iTrader: (35)

I'm just wondering what the thoughts are on Canadian's purchasing from the US and what impact it will have on our market. I am curious because people seem to think cross border expenses are no big deal or issue and seem to pay a smaller amount then businesses who clear in the proper manner. Why do they get a cut or break on improper crossing fee's??

Any thoughts?

Westec

iTrader: (1)

The big issue is warranty and support, several years ago, I had a customer but a Rockford Fosgate amp from the US, then wanted us to warranty it. We did not.

I had a customer buy a huge Eclipse system from the US, and had issues we refused warranty...an man was he pissed.

Here is an example I had resently:

I contacted a Canadian Dist. about buying some "DD" subwoofers. I requested 20% off for competitor discount. I got politely to "f*ck off", dealer cost is $1068 + gst = $1142.66 per sub.

I puchased them via the internet for $600 USD = $638 after shipping and duty they came to $782 CND (brand NEW!)

On this product their is no warranty..so I have absolutely no reason to buy the Canadian Dist. I think Dist. need to consider this.

I work for a Dist. in Canada, we carry Soundstream, we have a portion of the line that is called the "LOS - Legends of Soundstream Line" it cannot be purchased in the US or online. This helps us out HUGE!!! Since getting this line, it has grown into huge because of support and good product, and I switched all my product to SS...because of the support etc.

Supporting customers and making yourself easy to deal with breeds loyalty...almost everyone would buy from a friend for a few dollars more than a "slimey" salesman.

You have to give customers reasons for doing business with not just price. Especially with internet dealers, why do business with them...no human factor - no touchy feely of the product. Of course they will google search a price of they have no loyalty...there are ways to get people to buy from you with selling on price...are you an order taker or a salesperson?

IMO...

canadian123

I think canadian vendors will be ok refuse warrenty on anything not purchased through a canadian distributer. Offer better customer service and great tech support and you will have no worries. Customers care about service and support just as much as price they will pay a touch more if it means getting the support they need later on.

JordyO

iTrader: (17)

Which model of sub was it you were looking at? Just curious to see where pricing is since I was carrying the line

Westec

iTrader: (1)

call me...jordo

JordyO

iTrader: (17)

877-4Westec?

canadian123

I had a customer a while ago who brought in a seadoo boat for a system I priced him out 2 sets of Infinity marine 6.5's, 1- 10'' clarion marine sub, A clarion APX480M and a Clarion deck.

He was suprised by the price and wanted to think about it I gave him my card. Later that day he called asking if we price match Ebay cause he can buy it all off Ebay for 50% of what I was quoting him.

I said hell no we cant I told him if he wanted to buy from ebay to save money thats cool but after the boat leaves my shop my hands are washed of it. He was like no you have a life time warrenty on your install. I said yes but 9/10 times in a boat the equipment fails not the install and if it was not our equipment he would have to pay by the hour for bay time to fix any issues as well as shipping to the ebay store to get new stuff. But if he bought all our stuff he would be covered install and equipment. He was ok well leave it with me and I will get back to you.

He then calls me back asking if we price match the Brick I said yes but they dont carry the same equipment. He starts going on about sony marine and how the sales guy said its as good as infinity and clarion only much cheaper. I told him to buy it then and the same rules apply as buying from Ebay.

This guy kept calling asking for a cheaper price I got fed up and said if you come in and pay now I will sell you the gear for my cost but you will not haggle on my install.

We ended up putting out the product at 9points so we made like $30 off the sale and $500 on the install. Now he's doing the same thing for a system for his 2007 mustang GT convertable so I quoted him on all Future Shop exclusive equipment and he has not bugged me yet....lol.....

sorry about the rant I was just mad people need to come to terms with Canada being a different market then the US we have to pay duties, brokerage, and tax on our tax geeze give us retailers a break.

methodman0666

i sooo agree with whats is being said !
we deal with bull tilke this all day and its very frustrating ! there needs to be a way to fix the problem, and being in the position that we are in would you think there is a bit of pull here ? we support the canadian distributors that seem to think its ok to charge 30-40 % over what the normal comusmer pays online or in the states. there has to be something that can be done about this !

MR2NR

iTrader: (66)

There is a solution. It is called take your business to the people that want it.

Portimex

iTrader: (5)

I agree on this statement whole heartedly. However, there is a challenge to be won over people who have the mentality that buying in the states is the ONLY option because of the obviously higher prices.

When I first jumped on the eD boat, emails and questions coming in about higher pricing. The people could not get it thru their thick skulls that yes importing into canada WILL cost you extra moneys, which needs to be reflected on our pricing structure.

I try not to push people towards the south. Instead of defending your justified price (which a lot of people do not understand what the price entails), I try "working" with them. While you may not be getting the profit you want, it gives them the satisfaction of knowing/thinking they got a good deal. A lot of them couldn't care less if they are helping out fellow Canadians or not. Of course you always explain to them why pricing is "this way", throw in the warranty bit about being covered here in Canada. And also the support on installs, setups, the ton of questions etc. All of the efforts given to the customer will NOT go unnoticed. As one of the fellow vendors said above, they word of mouth will .

I think of the forums as a beginning point of meeting new customers. Its up to the vendor to keep them. Ever since working as tech support @ a call center, I've learned a thing or 2 about "handling", for lack of a better word, customers. They want to get the feeling that they've been taken care of. Make it look like that you are concerned about their issues, even though they shouldn't/don't even concern you (ex, warranty not provided if not purchased thru us). I would even go as far as giving them a few suggestions on trouble shooting, even go the extra mile and direct them to the proper channels they should contact for their questions. And even if I can't help them at all off the top of my head, google.ca has been my longtime friend. You'd be surprised on what a 10 sec search will earn your customers (even if they never buy anything from you) praises. Its all about going the extra mile. A lot of them really appreciate after sale communication. An email stating a simple hello, how is your install, product x, and product y going? Do you have any further questions etc... Again, after sale communication is also very important on keeping customers happy, and more importantly, coming back for more. Managing your clients is an art, i'd go as far as saying it's a science.

I believe the above are key ingredients, in catching and keeping a returning customer regardless if the Canadian pricing is higher than their US counterpart.