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gzt

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  Reply # 817639 14-May-2013 19:43
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My first thought is Dick Smith extended one year warranty on a $99 item costs $44, so applying the target to items where an extended warranty is nearly 50% of the original sale price.. ..in that band I'd be surprised if the uptake was very high at all.

What are extended warranty costs for the different price bands and products, and how realistic do you think the 10% target for all bands is, based on your experience?

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  Reply # 817643 14-May-2013 19:53
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I had a young guy try to sell me a $30 warranty on a $90 iPod shuffle. I told him about the CGA and he claimed not to know what that is. It looks like that's their business model now, so if you want their products be prepared to say "no". It's really not that hard. One thing I am genuinely disappointed about is their lack of parts. They used to be a great place to pick up electronic components. The few things they have now are outrageously priced.

gzt

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  Reply # 817648 14-May-2013 20:00
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GBristow: I had a young guy try to sell me a $30 warranty on a $90 iPod shuffle. I told him about the CGA and he claimed not to know what that is.

Maybe the OP or others would like to comment how Dick Smith trains for mention of the CGA in this scenario.

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  Reply # 817656 14-May-2013 20:08
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Since its not legit to misrepresent rights under the CGA I wonder how claiming ignorance falls within that?




Richard rich.ms

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  Reply # 817810 15-May-2013 01:29
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coffeebaron: When sales people push extended warranty on me; I say "so you don't think this product is going to last very long; what would you recommended instead, or shall I go elsewhere?"


Just remember one thing - they're only doing their job. If you really want to 'vent your furry' then the energy is better spent talking to the people who actually set up the sales policies that the customer service people must follow.




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  Reply # 817820 15-May-2013 07:10
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richms: Since its not legit to misrepresent rights under the CGA I wonder how claiming ignorance falls within that?


The law is meaningless without enforcement. 

I've had lots of companies feign ignorance of the CGA - Fisher and Paykel for example told me that their warranty superseded the CGA. 





gzt

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  Reply # 817832 15-May-2013 08:07
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richms: Since its not legit to misrepresent rights under the CGA I wonder how claiming ignorance falls within that?

Can you point to the section? http://www.legislation.govt.nz/act/public/1993/0091/latest/whole.html


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  Reply # 817839 15-May-2013 08:32
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Saw the big cheeses tweet that Dick Smith asked for personal details on the OP here. Dirty dirty filthy behaviour DSE!




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  Reply # 817850 15-May-2013 08:47
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dsnz1: Thats my mistake its 10% not 15%

Dunnersfella: You don't have to buy, but it is their job to ask all customers.


You dont have to buy but the salespeople have to push customers into buying it oterhwise theres no benefit to them to sell everything they sold. i think its a good option to offer and has some benefits but it shouldnt be forced on customers. this will just create pushy salespeople which I think is a reason not to shop there.

MsBounty: What was not said in the first post was how much commission is normally made (ball park average), and how much sales people stand to loose as a direct result of this policy coming into place? I assume that any commission that is no longer "earned" if staff fail to meet the target % of extended warranties goes straight into the coffers of DSE.


.5% of sales. im part time but its the difference between minimum wage and $2.50 an hour more


No company in NZ is forced to pay commission over and above your wage. To be fair they could just stop the commission on the whole thing, and still expect you to do the extended warranty sales.

I see the added warranty sales expectations/commission as an incentive to do better for yourself and earn more. Nobody is forcing you to do it.

In my company for instance we get rewarded for exceeding our targets. Nobody is forcing me to meet them and the targets are there for a reason. Personally I would rather have them than not have them.

As a salesman its generally an expectation to sell things and sometimes be pushy. If you don't like the idea then maybe you in the wrong business.

Edit: Spelling



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  Reply # 817881 15-May-2013 09:24
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Since the local Dick Smith store (that still sold some hobby electronics) in Palmy where I live closed down, the only DS we have here just sells consumer electronics.

I have never purchased anything from the latter store. I've been in a number of times and had a look around, but that's all. Some of the sales guys can be pretty annoying.




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  Reply # 817900 15-May-2013 09:51
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NZtechfreak: Saw the big cheeses tweet that Dick Smith asked for personal details on the OP here. Dirty dirty filthy behaviour DSE!


I was going to say 'unbelievable', but then I'm not at all surprised. My perception of that company is in seriously rapid decline.

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  Reply # 817912 15-May-2013 10:04
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I dont think theres anything wrong with dse wanting to know who this is. Someone spouting incorrect and potentially commercially sensitive information in the public domain anonymously however, I consider a pretty dick move.

I would think their contact probably had a clause about representing dse appropriately in public too.

Maybe they want the opportunity to address this employees concerns with them directly. I sure would as an employer of I had an unhappy employee.

Foe the record, I'm not a fan of dse as a company anymore and rarely but anything there due to their decrease in ranged products, doesn't mean they shouldn't be treated fairly though.

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  Reply # 818907 15-May-2013 10:54
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michaelmurfy: It really comes down to this - and this is the only reason I'd buy an extended warranty:


You're spending over $500 on a device, the extended warranty comes in under 10% of the total value of the product, in the future after the manufacturer warranty has expired you're still welcome to go into the store to sort things out without any hassle. With the CGA you normally have to fight with the retailer to get them to do anything about it. It's more of a convenience.

Back in 2007 I was bought a first generation iPod Touch 16gb from DSE, it stopped working after the warranty expired, I went back to DSE with my receipt since I had an extended warranty, 2 days later I got upgraded to a 2nd generation 16gb iPod Touch at no cost - they even apologised about the wait to me.

Sure, the iPod was over a year old, I could have claimed through the CGA but it wouldn't have been that quick, nor hassle-free. Some things I'll never buy warranties on but if it's something I use every day and see value in it I'll do so.

It's not a scam, it's adding convenience.




The thought to me of purchasing an extended warranty because it is too hard to deal with retailers is nothing short of a cop-out... As far as I am concerned if a retailer goes to lengths to avoid their CGA obligations - I won't be shopping there... DSE happens to be one of those as far as I am concerned...

And yes - it IS a scam...

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  Reply # 818908 15-May-2013 10:56
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kawaii:
coffeebaron: When sales people push extended warranty on me; I say "so you don't think this product is going to last very long; what would you recommended instead, or shall I go elsewhere?"


Just remember one thing - they're only doing their job. If you really want to 'vent your furry' then the energy is better spent talking to the people who actually set up the sales policies that the customer service people must follow.


Exactly this. I never understand why people enjoy making others miserable. 


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  Reply # 818919 15-May-2013 11:09
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networkn:
kawaii:
coffeebaron: When sales people push extended warranty on me; I say "so you don't think this product is going to last very long; what would you recommended instead, or shall I go elsewhere?"


Just remember one thing - they're only doing their job. If you really want to 'vent your furry' then the energy is better spent talking to the people who actually set up the sales policies that the customer service people must follow.


Exactly this. I never understand why people enjoy making others miserable. 


I would say this politely; and who knows they may end up selling me on a more expensive product (though of course, still not with extended warranty)





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