Originally Posted by ramazur
I am not sure what you mean by "service". The before-purchase info is from the internet.
For the tech-savvy it is. For everyone else, it is not. Ever see a 60-year old guy trying to buy a TV? A housewife? Latino immigrant? There's always exceptions to the rule, but...
Even ppl who are semi-knowledgeable about TVs (I'm not talking AVS ppl, we are the very well-educated exception) can get plenty of value from a good salesperson. Someone who, without bias or an agenda, can steer someone to the right product at the right price, while taking all of the customer's needs into account.
Any fool blue polo shirt guy at BB can say, "Buy the Sammy A650, it's really good!". But, what if your living room has lots of windows/reflections? Oops, that super-glossy screen isn't going to be the best for you. What if you really mostly watch sports? Hmm, maybe plasma, with its more natural handling of motion, might be better for some ppl. What if you really want a TV with good built-in sound? The 650 might be unsatisfying, but the 750 will have better sound.
How's the store's return policies? How does it handle repairs under warranty? And can the salesguy explain all that quickly and clearly, with a minimum of miscommunication or lies of omission?
And does the salesperson make the customer comfortable, at ease, and is willing to take the time to educate them enough to make an informed decision, without throwing SO MUCH info and tech jargon at the customer that they only end up confusing them and wasting both the salesguy's and the customer's entire afternoon?
I think service matters, and I think a lot of ppl would agree with me on that.
That said, some of us do not need service, and for us there is Amazon and the like. So, we all have choices, and that is great.
What is not great is when a store, whether online or B&M, does not come through on its advantages, or lacks basic competence. The online store that can't get your order right or tries to bait-and-switch, the B&M that asks a price premium yet does not do a damn thing really to earn it.