Wes Crone wrote:

>I fully expected this reaction as I myself have worked in sales jobs
>similar to Tower and I know the ill feelings one can have toward certain
>consumer behaviors.  I worked selling computers at Staples for some time
>and we allowed the returns of any and all merchandise (aside from software
>for obvious reasons) within 30 days for ANY reason.  Most often people
>brought back stuff they didn't like.  We rewrapped everything which was
>non-defective and resold for full price.  I believe Tower worked in a
>similar manner as I frequently saw my returned cds on the shelf.

On the whole, as I understand it, it is legitimate to put rewrapped items
back on the shelf for full price as long as you guarantee them as new.
At Tower Dallas, we, on the whole, seldom do it though for reasons I can't
really explain.  We usually send them back.  I am not in management (quite
intentionally!) and so I won't speak for them.

>The time when I returned cds was before the day when cd recorders were
>really even available.  Tower was not worried that I was copying them and
>they knew full well how much money I spent every year on their merchandise.
>I don't necessarily feel that I was doing right by returning cds.  However,
>I was led to believe it was entirely harmless and trouble-free for the
>staff at Tower and, after seeing my returned cds at another Tower location,
>harmless to the labels as well.

I rather doubt that any manager would tell you whether or not it was
harmful to your face.  The record biz is extremely competitive and most
stores and staff (myself included) are more concerned with customer loyalty
than with stiff policies.  I would never rant to a customer's face in the
manner that I ranted here.  And I am grateful that Wes did not take too
much offence at what I said.  I was spouting off because I think it's
important that people know that returns, no matter what the circumstances
represent a lost sale, a negative on the bottom line, and loss for the
company concerned.

>If their product is sold they make profit regardless of whether it has
>been returned and sold again or sold only the one time.  As far as calling
>my actions abuse of the system, it takes one simple "no" to end the
>activity of a consumer.

With all due respect, if you are gracious enough to stop at a somple "no"
you are a true gentleman.  And, you're the exception to the rule.  More
often than not, managers will avoid further hassles with upper management
and the risk of a scene by simply letting the customer have his way.

>I never would have continued to return cds had I felt the slightest ounce
>of irritation by staff.  The day finally came when the manager told me
>Tower does not allow returns after the given deadline and that was that.
>He acknowledged that I had previously been allowed to do so on many
>occasions.  His stepping in to stop my returns was probably a result of
>the mass production of CD-R technology and not even related to Tower's
>strict guidelines.

Perhaps, but I would think, given my experience that the reason was more
like "enough is enough guy, you're taking advantage of my kindness."

>My cd-returning behavior was met with zero hesitation on the part of
>the management staff and thus I felt fine doing it.  I have been one of
>their best customers over the past several years, I believe.  I have easily
>purchased a few thousand dollars worth of music from them usually in bursts
>of 100-200 dollars.  If Tower has always had the no return on opened
>merchandise after 14 days policy then I never caught a whiff of it.  Maybe
>the Dallas and Sacramento stores function differently?

It's posted very clearly at every check-out counter and printed on every
receipt.  However, it is Mr. Solomon's (Tower founder and CEO) policy to
stretch that rule except in cases of obvious abuse or theft or fraud.  It
makes sense for him to be lenient, and my opinion is that it's Mr. S's
money and he can do with it what he pleases.  That's called being conscious
of your competition and trying to provide exemplary customer service.  It
does not, however, create an excuse to take advantage of the company's good
graces.  The fact that Wes spends a bunch of money is certainly a factor in
the manager's good will too.  We do appreciate good customers and want them
to return.  But there is a fine line that even many good customers cross
when they wear their welcome thin!

>Does it really sound so bad if a company could repackage and resell those
>returned undamaged? If this isn't wrong then certainly there is nothing
>wrong with the behavior of the consumer doing the buying and returning.

Technically, we are not allowed by law to sell a used item as new.  It gets
done, but it's really the exception not the rule.  I believe that if you
make a bad choice and want to get rid of it, you should sell it at a used
cd store.

>I do complain about the high cost of cds sometimes because they ARE
>expensive.  I don't believe it has a single thing to do with the vast
>numbers of repeat-return offenders like me.

See my comments above.  A return is a lost sale, even if you exchange it.
It comes off the bottom line, period.  It's lost revenue and therefore
affects prices.  Sorry, but that's the way it is!


>Cd companies sell their product at a high price because they can.  No
>matter what, there will be people who want the Bernstein version or the
>Szell.  They can mark the price up as high as they like until people quit
>buying.

Which is your remedy for high prices.  I have often been told by customers
in a huff that they can buy their products elsewhere for much cheaper.
My response is to say "By all means do it!" No one is holding a gun to
your head and making you purchase your cd's from Tower.  But in a city like
Dallas, the drive across town to another store at $1.50a gallon for gas and
a good hour's travel time in Dallas traffic seriously dilutes your savings!

>Understanding why you are angry after reading my post I can tell you
>I have had my share of annoying customers.  Many companies offer a
>satisfaction guarantee, however, and I was led to believe it worked this
>way at Tower Records.  The problem was that I was incorrect and didn't know
>it.

You are not incorrect that we want you to be satisfied.  The issue here
is what your company sells and what mine sells.  You sell a consumer good
that is not connected to copyright or intellectual property laws (Except
for software, which you have already said is not returnable for "obvious
reasons.") Cds are both software, and copyrighted intellectual property.
AND they have been copyable onto tape at least since their inception.  Book
and record stores do not operate in the same way as say, Walmart, because
of the major difference in the nature of what we sell.

>I will continue to purchase from Tower because I like the people that
>work there.  Good customer service can make a person blind to the price
>of an item.  I'm not so sure you would feel the same about my actions
>if you weren't a Tower employee or if you experienced the environment I
>experienced when purchasing and returning cds here in Sacramento.  (Citrus
>Heights more specifically) Thanks for the post and have a good day!

I'm afraid that I would Wes, but I see your point of view.  I have been
buying records for far longer than I have been selling them, and I have
never, ever returned a recording because I didn't like its sound quality or
contents.  It's just one of the risks of the hobby of collecting and I have
always accepted it.  Sometimes you taste veggies and like them.  Sometimes
you don't!

Kevin Sutton