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#112040 24-Nov-2012 08:56
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Plenty of threads on here, and many other places, about poor customer service, I thought I’d post about a positive experience.

I’m not a big fan of cash-back schemes, why not offer manufacturer’s discounts over the counter (maybe it’s an accounting thing, in that only a certain percentage of buyers will claim so it doesn’t cost quite as  much). I've seen quite a few stories of people waiting for months and/or claims getting lost.

Anyway, in need of a colour printer and settled on the Brother HL3040CN, one of the factors being the price after cash-back, and encouraged by Brother’s 10-day processing pledge.  The good news story is that I bought the printer on Tuesday afternoon, lodged the claim on-line that night, put receipt in the post-box on Wednesday morning, status changed to ‘claim approved’ on Thursday, I received an ‘Payment Processed’ notification e-mail on Friday and the money has shown up in my account this morning.
Good effort Brother, I’m mildly impressed.




"I have noticed even people who claim everything is predestined, and that we can do nothing to change it, look before they cross the road." -  Stephen Hawking


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  #722169 24-Nov-2012 09:38
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floydbloke: I’m not a big fan of cash-back schemes, why not offer manufacturer’s discounts over the counter (maybe it’s an accounting thing, in that only a certain percentage of buyers will claim so it doesn’t cost quite as  much). I've seen quite a few stories of people waiting for months and/or claims getting lost.


There are a number of reasons, including -

Firstly discounting by the distributor/manufacturer doesn't automatically result in a discount in the selling price. Some retailers will simply absorb any discounts rather than passing them on. It also means price stability is maintained and you don't turn into a Godfreys with 50% off every weekend that simply trashes both the product and store brand.

There is also no real need to forecast sales and pay marketing money - if you're running a promo stores typically want a % for advertising. They'll also typically want to try and push for discounts off invoice rather than rebates. This means they'll order large quantities of stock at a cheap price, sell some discounted, and then try and sell the rest off at full price making margin. By establishing a relationship with the end user rather than the retailer this is avoided.


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  #722171 24-Nov-2012 09:41
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floydbloke: Plenty of threads on here, and many other places, about poor customer service, I thought I’d post about a positive experience.

I’m not a big fan of cash-back schemes, why not offer manufacturer’s discounts over the counter (maybe it’s an accounting thing, in that only a certain percentage of buyers will claim so it doesn’t cost quite as  much). I've seen quite a few stories of people waiting for months and/or claims getting lost.

Anyway, in need of a colour printer and settled on the Brother HL3040CN, one of the factors being the price after cash-back, and encouraged by Brother’s 10-day processing pledge.  The good news story is that I bought the printer on Tuesday afternoon, lodged the claim on-line that night, put receipt in the post-box on Wednesday morning, status changed to ‘claim approved’ on Thursday, I received an ‘Payment Processed’ notification e-mail on Friday and the money has shown up in my account this morning.
Good effort Brother, I’m mildly impressed.



Good result. IMHO that's a pretty quick cashback... so why the mildly impressed statement?



 
 
 
 




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  #722188 24-Nov-2012 10:33
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sbiddle:
floydbloke: I’m not a big fan of cash-back schemes, why not offer manufacturer’s discounts over the counter (maybe it’s an accounting thing, in that only a certain percentage of buyers will claim so it doesn’t cost quite as  much). I've seen quite a few stories of people waiting for months and/or claims getting lost.


There are a number of reasons, including -

Firstly discounting by the distributor/manufacturer doesn't automatically result in a discount in the selling price. Some retailers will simply absorb any discounts rather than passing them on. It also means price stability is maintained and you don't turn into a Godfreys with 50% off every weekend that simply trashes both the product and store brand.

There is also no real need to forecast sales and pay marketing money - if you're running a promo stores typically want a % for advertising. They'll also typically want to try and push for discounts off invoice rather than rebates. This means they'll order large quantities of stock at a cheap price, sell some discounted, and then try and sell the rest off at full price making margin. By establishing a relationship with the end user rather than the retailer this is avoided.


Ah, thanks.  That makes sense.  Productive day so far, a 100 bucks and I learnt something.




"I have noticed even people who claim everything is predestined, and that we can do nothing to change it, look before they cross the road." -  Stephen Hawking




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  #722190 24-Nov-2012 10:36
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Gooseybhai:
Good result. IMHO that's a pretty quick cashback... so why the mildly impressed statement?




Agreed,  it's a good result.  Mildly impressed being impressed enough to write about it on a message-board, but at the same time not so exciting that I'll be going dancing jubilantly naked around a bonfire.




"I have noticed even people who claim everything is predestined, and that we can do nothing to change it, look before they cross the road." -  Stephen Hawking


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