Who has what responsibility when a home audition is requested?

[Elliot G.]

I have read a bunch of comments here about issues with home auditions and I thought it might be interesting to see what expectations people have about this process.
Does the person requesting this service have any responsibilities?
Paying for shipping?
Paying for the item and having the right to return it?
Any fees?
Time allowed to try it?
I am a dealer for a few products as well as a distributor for one product line.
I have had both very positive and very negative experiences with this type of transaction so I am curious as to how many of you see this.
Thank you for the feedback.
PS I am happy to express my feelings but I would like to not prejudice this exchange before it begins

 

[shakti]

different by country habits and local law I would guess.

 

[thedudeabides]

I've tried several home auditions over the years and am very pleased with the results. Some I've kept, some not. An in home audition is the only feasible way a customer can determine if a piece of gear is right for him or her. Assuming the trial period is reasonable (minimum 2 weeks), the customer is willing to put down a reasonable deposit as mutually agreed upon, pay appropriate shipping costs (both ways in my view) and the product is returned as received, it should be a win win for both parties. Only caveat is whether the customer is listening to a fully broken in unit and making an informed decision.

 

[JayR]

This has always been a problematic issue. Most dealers do not encourage home auditions. I would personally like to do a home audition for NEW equipment before purchasing. It gives me an opportunity to listen to it in MY system with MY music in MY room. I think that increases the chances that I will be satisfied with the equipment if I decide to buy it.

As the person requesting the home audition, I would be responsible to return the equipment in the same condition it was received in.

I would absolutely pay for shipping.

Paying for the item and right to return might be a sticky point if the equipment has high price. A substantial refundable deposit which is credited if the purchase is made would be preferable.

A nominal non-refundable fees is acceptable to cover the dealer time and costs.

Time to audition is another issue. As a dealer, you would have to make a call on it depending on the complexity of the unit as well as “break-in” status of the equipment. Ideally you would want to present a product which is performing at its best to realize a sale. For example, a one day audition on a new pair of speakers which have 0hrs on them might not be a good idea.

I think a good conversation about all these points with the customer will really help. As long as both sides agree on these issues, it would probably end up being a smooth process.

 

[howiebrou]

I do a lot of home demos. I have never paid a deposit nor paid to have it delivered but I would not object to paying if requested.

 

[Elliot G.]

I do a lot of home demos. I have never paid a deposit nor paid to have it delivered but I would not object to paying if requested.

Well you must be a regular and good client LOL

 

[jeff1225]

The owner of the system is responsible for insuring his system is not too transparent or better than many quarter million dollar systems.

 

[Mike Lavigne]

I have read a bunch of comments here about issues with home auditions and I thought it might be interesting to see what expectations people have about this process.
Does the person requesting this service have any responsibilities? sure; he needs to not harm the seller.....whatever that takes. might involve discretion. trying and then trashing is bad form.....even below the radar.
Paying for shipping? depends on the relationship equation. and margin expectation. some sellers will accept the risk.
Paying for the item and having the right to return it? normally not unless specified.
Any fees? not unless specified. but common sense should be a part of it. can it be resold without issue as new?
Time allowed to try it? a few days to a few weeks. should be clearly specified.
I am a dealer for a few products as well as a distributor for one product line.
I have had both very positive and very negative experiences with this type of transaction so I am curious as to how many of you see this.
Thank you for the feedback.
PS I am happy to express my feelings but I would like to not prejudice this exchange before it begins

i'm maybe a bad person to get feedback on this because i typically know any sellers i deal with for many years. they are friends, even very good friends. and i'm pretty public with my actions so am cautious that transactions are win-win.

OTOH i allow my customers to drive $20k-$50k cars every day prior to purchase. and these days mostly my salespeople cannot go with customers on test drives. it's part of selling. we do get proof of insurance and copies of driver's license.

 

[rbbert]

The owner of the system is responsible for insuring his system is not too transparent or better than many quarter million dollar systems.

You forgot some obligatory emojis

 

[gestalt]

I have read a bunch of comments here about issues with home auditions and I thought it might be interesting to see what expectations people have about this process.
Does the person requesting this service have any responsibilities?
Paying for shipping?
Paying for the item and having the right to return it?
Any fees?
Time allowed to try it?
I am a dealer for a few products as well as a distributor for one product line.
I have had both very positive and very negative experiences with this type of transaction so I am curious as to how many of you see this.
Thank you for the feedback.
PS I am happy to express my feelings but I would like to not prejudice this exchange before it begins

Nice thread Elliot. I find this sort of consumer feedback very helpful.

 

[Elliot G.]

Nice thread Elliot. I find this sort of consumer feedback very helpful.

So do I as I want to try to understand people's expectations and there point of view. Thanks

 

[sbnx]

I offer to pay shipping back if i dont buy it. Of course it is usually with a dealer i know and he knows i am not just kicking tires. If i am interested enough for a home demo the rhe odds are in the dealers favor that he has a sale. But sometimes a piece of gear just doesnt jell like you think it will.

 

[Solypsa]

I offer demos in home. The terms vary. Usually like this:

If I suggest the demo to a known client/friend/audio buff usually I send it at my expense and risk. I collect a small deposit by paypal or similar just to help ensure item is actually tried out in a timely manner. ( have had carts sit for months un played at demos before...not cool). So far only lost one item...to a small manufacturer that ghosted me actually. Go figure.
If returned borrower pays shipping.

If contacted for a demo by a new / unknown client full price payment is requested. I pay shipping to, client back. Refund when gear returns. I have had many people want me to jot down a cc # as security. I would love to learn from others about securing items without charging for them, but from my view this is basically sending on trust. ( see first scenario). So usually I decline unless I get a good vibe over time.

I sell cartridges and this is yet again more sticky. Usually send on trust with nominal deposit to known , analog experienced recipients. Yes have had to repair some. Part of the game.

In these scenarios the client experience can be affected by their setup acumen. Have had phono pre returned with each channel on different loading ( dip switches) bet that didnt sound great

Ready to hear how others do or wish it done!

 

[JackD201]

If the client is not known, it is a one day affair. In such cases I do recommend the prospective client does make a day of it and schedules a shoot out with another product he might be considering. If not selected, I understand that tastes are personal and there is no problem. We look at it as a chance to better know that particular person in terms of character and tastes. The only hope is that the day is fruitful in that regard and results in a new relationship that is mutually beneficial. The chance to be with our fellow distributors and dealers is always welcome as most if not all of us in the industry are friends.

A client of good repute, in our case, gets the unit personally delivered, unpacked, mutually inspected for fit and finish, set up, inspected for operability, and left with him for a period agreed upon. After which, if not purchased (rare LOL) reinspected, packed up and brought back with no fees.

Existing clients with high knowledge of set up and reputations for care, may request delivery, a long period of evaluation and pick up again at no charge. Typically however all the services are rendered and the delivery, set up day becomes an opportunity to hang out while enjoying both the company and the process. I normally pop in after a week to check on changes in sonics as the unit settles and may make some adjustments.

We have the luxury of choosing who to deal with. While in almost 16 years the Blackball list is very, very short, there is one.

 

[thedudeabides]

FWIW, the vast majority of hi end audio customers are typically honorable, honest human beings and respect the trust provided by the dealer.

 

[ack]

Elliot, I think your questions are well founded and this is tough subject. I think you as the dealer gets to set the rules. At the very least, the client ought to take care of the equipment and return it in the exact same condition, or pay for repairs.

If the client is very well known and trustworthy, you can skip the deposit and go by the honor system... but, I do know of a very specific case with my local dealer here who was literally duped by someone who befriended him for a long time and then walked away with a full stack of gear on loan; he actually fled the country with it.

On the opposite side, I have had a pair of amps on loan when a family member died overseas and had to fly out on a Sunday night when the store was closed. I would not return for at least 2 weeks. I made every effort to get in touch with the dealer and return it before my flight that same day, and I was successful. It would have looked very bad if I'd just taken off without returning it for two weeks or more, no matter what my relationship with the dealer.

If the client is not well known, it's seems reasonable to take a credit card on file for reference, and even have the client pay for shipping, especially if the equipment is heavy and expensive and cannot be picked up or delivered. But do you bend the rules if he's already bought at least one piece of expensive equipment from you??? Unclear to me. Personally, I tend to pick up most of the loaners myself, except for heavy amps which are delivered to me at no cost, and I just have not bothered to buy new speakers since 2002 or so, so don't know about what would happen in that case. Moreover, in some cases the dealer insists on loaning all other ancillary equipment if necessary, like cables and cords. I have to admit this is VERY nice. From prior discussions on this subject with the dealer, the vast majority of his local clients are trustworthy.

It feels to me that your risk as a dealer is already big enough in letting equipment on loan, and I feel the prospective buyer must carry the burden in some cases. But I can only speak from a consumer's point of view, and I am not a "whale" - I suspect those folks get the white-glove treatment. I do feel there are a lot of trust-based exchanges in this hobby and have witnessed the same. For example, I will pay for the MIT cables I order when I get word they are about to ship and before I take delivery. My last such transaction was this past Thanksgiving and I sent payment on Thanksgiving day. It feels like the honor system works very well with local dealers and at least with the people I interact with - and that's because they are just very good and courteous people. For remote dealers, I've had to pay up front and got a refund very promptly when I returned what I didn't buy.

I have a feeling you have a lot more to say about this, so looking forward to your thoughts and experiences.

 

[Kippyy]

What about large speaker demos?
Is at home demo even feasible?

 

[Duke LeJeune]

I have read a bunch of comments here about issues with home auditions and I thought it might be interesting to see what expectations people have about this process...

Thank you Elliot for starting this thread. This is a topic I want to learn more about, as it looks to me like in-home auditions will be playing a larger role in the future than they have in the past.

As a dealer I've shipped cables and amps (with the manufacturer's permission) for in-home auditions on a "split the shipping" basis, sometimes with a deposit and sometimes not. As I try to figure out how to do this with horn speakers, I'm suddenly envious of you guys who specialize in phono cartridges!

 

[Gregadd]

back in th day I was on a first name basis with every dealer in my area. I only took home store demos. Sometimes they actually asked me to take things home and evaluate them.
I would pick it up on Saturday around closing and have it back on Tuesday.

 

[XV-1]

I do a lot of home demos. I have never paid a deposit nor paid to have it delivered but I would not object to paying if requested.

But Howie, u r very special. U live on an island that takes less than 1 hour to drive across