The good, the bad and the ugly
Kathryn was greeted as soon as she entered a Good Guys store and asked if she needed help. The salesperson had a high level of product knowledge and asked her a lot of questions to ascertain which might suit her best.
By contrast, Alexander says he was mostly ignored when he arrived in the store, although eventually someone appeared and offered to help. The sales assistant was friendly but her advice was based on the theory that they more you pay, the better the product.
For Gloria, the experience couldn’t have been worse. After being ignored for five minutes she eventually went searching for help. She found a salesperson, told him she was looking for a cheaper white plastic kettle and asked if the brand she liked would be a suitable purchase. He told her he couldn’t say, and then suggested she buy a $10 extended warranty with her $23 kettle. (As CHOICE has often highlighted before, extended warranties are a costly and unnecessary extra as consumers have the same protections for free under the Australian Consumer Law.) He then kept pushing her towards an $84 model, telling her it was less likely to rust. When Gloria mentioned the brand she originally wanted to buy had been recommended by CHOICE, he queried how CHOICE would test kettles and claimed “they all do the same thing – boil water.”
Don’t accept change-of-mind returns.