Future Shop?

"I don't understand why you can't demonstrate all the speakers when you are trying to sell a surround sound home theatre system."

"We just don't have space to set everything up, that's all."

"You have all the speakers here on the shelf with the receiver and DVD player. All you have to do is make sure all the speakers are connected. You don't need any more space. You don't understand, I don't want to take this one home only to find out that it's not working either. If it's defective too, I'll have to package it up and bring it all the way back."

"Only thing is, you can exchange. Sorry."

"That's no good. I would pass this tip along to your manager; if you are trying to sell home theatre systems, you should make sure that you are able to demonstrate the product to your customers. You may sell more that way."

Exasperated my daughter placed the box with the Home theatre system in the cart and started back to the customer service counter. This was after similar conversations with at least 4 other sales associates, all as helpful as the one above. We were not very happy when we gave up on trying to get a demonstration to make sure all speakers worked properly.

My daughter had bought the system for her bf's birthday and when it was hooked up on the weekend they found that the rear speakers hissed when it was in surround sound. After calling the store and assuring the person that she did indeed know how to match the coloured wire to the same coloured connection on the system, they instructed her to return it for an exchange. She was assured that the speakers should not be hissing in surround sound.

This was supposed to be a quick visit to the Future Shop. Mom drives daughter to store, daughter jumps out, exchanges item and both drive home happy. Daughter just wanted to make sure that the system wasn't a piece of shit before she brought another one home.

That was too hard for the sales associates who are supposed to be only too happy to serve.

One shown above, could not for the life of her understand how to get all speakers to play. Didn't know where the remote control was and did not offer to find one.

Associate number two was a trainee and didn't know anything about anything. Couldn't understand that we wanted to have a dvd for a demonstration. So he grabbed associate number three.

We decided that since we couldn't get a demonstration of our unit perhaps they could demonstrate the more expensive model. Associate number one had already told us they didn't have one set up. We found one within seconds and it was turned on. Associate number 3 happily offered to find a remote so that we could listen to our unit and left us in standing in front of the more expensive one for a very long time.

In the meantime Associate number 4 comes up and wonders if she can help. Daughter asks for a demonstration of more expensive model, which by the way is all set up and turned on and she says, "No, it doesn't work."

"Why do you have something on display if it doesn't work?"

"Well things break down over time you know. It's turned on all day long, seven days a week. Electronics do wear out."

"But why would it still be on display if it doesn't work?"

Associate four shrugs her shoulders and offers no answer.

Associate three reappears, "It will just be a few more minutes. I have a sore finger so I need to get someone else to open a box for me. I'm not opening any boxes today with my sore finger."

We leave more expensive, broken system and return to cheaper, unable to demonstrate system. Daughter is fuming and wants to throttle someone badly. She suggests that perhaps I may want to go wait in the car. I say no, because I can't believe this and am too curious of the outcome to miss anything.

Several minutes later.

Trainee arrives with remote for more expensive, broken unit and isn't sure it will work on our system in question. It does but unable to get all speakers functioning. Not sure why. No one knows, and no one seems to want to figure it out. No suggestions are offered, we are just stared at by associate and trainee until we give up.

At this point we decide to do the exchange anyway and head back to the customer service counter.

Customer service clerk gives daughter hard time for not having the packing slip that was taped on the outside of the box. This slip contained no prices, just the product number. We did have the receipt which contained product numbers and prices. The original item was purchased online. At no time did anyone ever mention the need for the packing slip when daughter spoke to them on the phone and they suggested that the item be returned.

Daughter and I had both had enough at this point and asked for the manager.

Customer service clerk demanded to know why we wanted a manager.

Daughter started to explain the whole long story again, for the umpteenth time when I interrupted and told customer service clerk, that we wanted the manager because we had a COMPLAINT.

Manager was very polite, patient and apologised that we were unable to get any customer service in spite of speaking to several of his audio sales associates. He quickly took us back to the department, grabbed associate number four, and instructed her to do whatever it required to demonstrate all speakers to us. He then asked what kind of dvd was in the system and I told him it was a 30 sec commercial. He shook his head and instructed sales associate to get a proper movie otherwise the surround sound would not come on as the dvd that was in the player was not in surround sound.

Amazingly, all speakers did work when the proper dvd was in the player. Seems like they are able to demonstrate systems when a manager tells them to.

Back to customer service desk for the third time, only to find long, winding lineup around the front of the store. I marched up to where we had left our product on the counter and glared at customer service clerk until finally someone else came out of back office and looked after us.

All I can say is, if this is any indication or a glimpse of what the "Shops of the Future" will be like, then stop this train and let me off. I'd rather not go. Thank you very much.