Update:
It's been years since I posted this about Memory Express and it is the number one hit for our pretty much defunct blog and comes up as a top search request for 'memory express'... period. Needless to say I know the company has changed over the years and I think they have made a diligent effort to change and improve their customer service. So with that, I am taking out the harshness of the original post and just noting that following:
- They had a price on a product that I purchased on one day
- The next day I noticed it was cheaper on an online competitor and went to do a price match
- They wanted to charge me the full overnight shipping from the competitor, which would have not made it a price match at all
- The manager on duty was rude to me
- The next day they dropped the price to beat their competitor
- The manager was rude to me again
I know they have fixed their price matching policy to be reasonable (even better then competitors). I know they have expanded and they are still one of the better places to buy products. I do not know if that jerk of a manager is still working their, but if they were smart they should have kicked him to the curb.
So, I think this is a great demonstration of a company that can fix something that was blatantly wrong and move on.
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28 comments:
Just because your mad at Memory Express does not give you the right to say good things about the Future Shop.
As an ex-employee of Memoryexpress, I understand your frustration but at the same time I must pause to laugh at you.
1. You bought a notebook from your most trusted source of 10 years and then went online to price check, AFTER you had bought it. Why not do your homework BEFORE you purchase an item?
2. You scoff at the in-store warranty, and say it's a crock? They why has Futureshop adjusted their warranty to MATCH Memoryexpress? Because it's the best warranty in the business, that's why.
3. Thirdly, and this one is hilarious, the Model you looked up on NCIX.com for $329.95 is (LU.S020A.011), which coincidentally is the EXACT price on the Memoryexpress website!!!! The one you bought for 379.95 (discounted at 369.95 for open box) is model (LU.S040B.109) which, on the NCIX website is priced at.... you guessed it, 379.95!!!! So you whined and complained about a product that you didn't actually buy and was the exact same price. Well done.
4. Lastly...when you plan to rant and rave online, people might have more respect for you and take you seriously if you use a spell checker. I mean, honestly.
Memoryexpress has been around for years, and have expanded so well because of their customer service. They pride themselves on it and they do an amazing job. Believe me, they won't miss your "thousands" you claim to have spent, especially when you put up a big stink over something that you are in the wrong over.
ex-employee:
Yes, I should have checked around, my bad.
In store warranties are lame, they are not a selling point to me.
You are wrong, I bought the .11 model. Memory Express dropped their price overnight to match what I had brought in for a price match. What a bunch of fucking douche bags.
Lastly, if the only thing you can really get me on is my spelling, see if you can fix this typo:
Goh such a faht dich ex-employee.
Gary:
I know hey? When FutureShop becomes a better option, I think we are all in trouble...
Now we can get the full forty bucks back. If we had only waited one more day we would have got no shifty condescending cocky closed-door service. They would have just given our money back with the same warrenty honoured. What a shame that 24 hours can change out opinion so fast. I felt bullied, like the decision took two group hugs and ten minutes for them to tell us they were going to nitpick with us. I tried to remain calm, but the whole situation was shit. I left there feeling upset, shaken, and ultimately heartbroken that memex has sold the fuck out. So today we're going to get that money, and watch the price like demons for more money back. Every drop counts.
I heart price drops.
And Karma.
I like toast
I will not be going back there after today either, nice to know they are sh*tting the bed elsewhere.
My story is too long to get into, but customer service at memory express has been reduced to tiny managers with Napoleonic syndrome, and tech support that has no idea what they are doing. They are way too concerned with money now and the customers come last.
They used to be fantastic, bar none. Now I will order everything online and rma directly with the manufacturers. I wouldn't go so far as to say I'd go to futureshop (I still enjoy saving money) but when did memoryexpress become the new bcom? All Asus/Intel products and douchebags behind the counter. If I wanted that, I'd actually go to bcom. At least they have inventory in stock.
I used to like Memory Express but now that I've had I had a problem with my printer I know they're no better than any other store. The only thing to consider when buying electronics is price. If memory express is cheapest buy it from them, but don't buy their extra warranty plan.
Wow, and your making them a bad company from 30 bucks, Prob live in a box.
Articulate your sentences much?
I don't believe it was me making them into a bad company. I think they did that on their own. Considering how many people I have discussed this with over the last few months, I have come to the conclusion that A LOT of people are having bad experiences with ME.
If you want to stroke their ego, then by all means, continue on.
memory express is a scam. i bought an intel motherboard from them. for about 200. i then found it at abdouexpress (calgary company) for 100. they wouldnt price match as they never even heard of abdouexpress, i told them go to their damn location downtown or their website. they will even deliver it from their location to you for free in calgary if u cant pick it up.
memory express is evil a they wanted 10 BUCKS for a few mililetres of thermal paste while abdouexpress.com had the EXACT SAME ONE for $1.99
also i just buy my memory from CRUCIAL.com now, even the guy at memory express told to buy from them, you get it half price and fedex shipping is only 13 bucks.
i got 4 gigs of ram for my SONY VAIO for 130 usd shipped fedex.
memeory express wanted 300 for the same memory.
they ripped me off BIG TIME WITH MY INTEL QUAD CORE CPU, QX9xxx series, i bought it for over a thousand dollars, while abdouexpress.com had it for 599. what a rip.
Forgot to add ,
the only reason why memory express SELLS ACER is have the highest problem rate ever and make tons of money of people bringing it in for fixing it or even sending it off.
Acer is like General Motors, make garbage, GM dealers make a lot of money fixing the cars and parts.
Sony Vaio is like Toyota/Lexus, buy once and dont come back. Toyota car last for ever, sony vaio lasts for ever. Simply put.
Why would Memex intentionally sell products that have higher defective rates? They make more money 'from people bringing them in'? No. First of all, for regular warranty work (which you dont pay for), they dont make anything. In fact, they (graciously) pay the shipping for you (one way). They are doing the work for you. Products dont magically ship themselves - they have dedicated staff to do this. Memex sells at very low magins so they would not want to be selling products with high return rates. Acer is around average, BTW, according to several sources (consumer reports). Just like it is for you and me, RMA'ing products is a giant pain in the ass, and you can bet it's just as much of a pain for them as it is for us.
About the 'Scam' comment. Memex, although not always the cheapest, but is usually close. Sure, NCIX or NewEgg may beat them by a couple percent, but to see a $200 motherboard sell for $100 elsewhere immediately rings a big bell. Memex doesn't sell producs for that high margin (a $200 motherboard is probably $180 cost to them). I dont care what store, something that's that cheaper is more than likely the scam my friend. I would completely respect thier decision not to match. I used to work at a [big box] national electronics store and we used to get things like this a lot.
I like memex, they try, they have growing pains like everyone else. I regularly watch prices and they remain highly competitive. Their service policies have changed slightly to reflect the size of their business. I remember back in the days of only 1 store where you bring back pretty much any product within one year and they instantly exchange it, no questions asked. That's all good and fine, but I used to know people who worked there and they ended up with piles and piles of products that weren't defective at all, or couldn't be RMA'd, and them subsequently they can't sell.
I worked in retail for many years, you can't please everyone. Sure, they'll drop the ball every now and again, but people aren't always reasonable. Heck, the blogger here went off on a rant and didn't even do his homework. Memex didn't grow to this size (what, 5 or 6 stores now?) by pissing people off.
You don't have to have good customer service to be successful. I can think of many stores that have terrible customer service but make millions in profit every year (Superstore?).
If by 'not doing my homework' you mean I missed NCIXs price, then yes I guess I failed there. I guess I won't assume that MemEx has the best price and I will always go to their competitors.
However, MemEx still has THE LAMEST 'price matching' policy I have ever come across in all my years as a consumer. If you are going to price match, do it, don't say you have one thing and throw in a bunch of small print at the end. That is something less than reputable companies do, not ones that customers respect. It is also called a bait and switch.
Ultimately I am most angry at them because they denied me a reasonable price match due to their policy (fine, I can accept they have their policy) and then dropped the price of the product to match NCIX the very next day and didn't inform me in any way, shape or form. Throw in the fact that the floor manager at the South Calgary location is a bit of a tool with no customer service skills and you get a pissed of customer.
Sorry for your recent experience.
If you were spoken to in a condescending manner, you have our sincere apologies, and we invite you to leave your feedback here regarding the incident.
http://www.memoryexpress.com/Information/ContactUs.aspx
As a long time member of the sales staff, I can tell you with utmost confidence that the matter will DEFINITELY be looked into.
Before the start of this month, we had no "set in stone" price matching policy, but the general guidelines were as such:
We'd match online stores, with the cost of next day shipping. If the online store offered no form of in store warranty, then neither would we on this purchase.
I can see your frustration, and perhaps it wasn't explained in the most diplomatic way possible, but from the tone of your post, having any sort of in store service would not have been an issue to you anyhow. It might seem odd, but at the time it made sense. If we were to be matching the price of a website that does not have the additional overhead costs of a dedicated RMA staff, it would be fair if we did not have to foot the bill for shipping, testing, etc in the event of a problem with that product.
This is of course not a justification for the manner in which you were spoken too, I'm merely trying to give you some perspective.
Regardless, effective March 1st, in order to inspire more business during Canada's current economic state, we have changed our price match policy so that shipping isn't a factor, (which actually surprised me) and you still get same warranty with us as if we had not price matched.
Memory Express is not perfect. However, I've worked at some of the other computer retailers in town, and so have most of my co-workers, and I think it's safe to say that 99.9% of the time, you'll have a better overall experience with us.
P.S. Unless you deal with the same sales person, and he knows you personally, It's very unlikely that ANYONE would ever get a phone call informing them that the product they've just purchased yesterday has gone down in price today. There's simply way too many people to keep track of. Not to mention that sometimes pricing changes more than once on a weekly basis.
Sincerely,
An Obvious Memory Express employee.
Thank you 'Obvious Memory Express employee'.
I appreciate that response.
If you are so concerned with price matching at Memx I suggest leaving. I too recently ran into a similar situation with their polices or lack there of and found that I can match anything I want from Memx at Futureshop, and future shop beats it by 10%. memx Doesnt.
Also, if you are in Edmonton area shop at BCom, memx sees them as the direct competition. that is if Bcom is still around when you read this comment.
i must say i agree the dweebs in
cust serv are lacking any mental capacity i ordered a system-refurbished i think this is ment to mean tested for operation . the monitor was defective out of the box cust serv said to send it back i had to pay the shipping costs they did not offer to supply product or the price of shipping
Gee, they wouldn't match abdouexpress.com which is clearly now defunct and was probably selling stolen shit for all we know? Look on their site, they have ONE motherboard listed, and it's about 6 years old lol.
How dare they.
Oh, and they don't sell Acer because they have a high failure rate, they sell them because they're inexpensive, and the price/performance ratio is decent.
But they also sell Asus, which tied for most reliable laptop with Toshiba last year. Not your oh so precious Sony. want proof? Here you go:
http://netbookboards.com/2009/11/17/3-year-netbook-failure-rate-is-20-higher-than-laptop-failure-rate/
Moron.
i have gone through your site information and it is the sae oppertunity that i was looking for thr facilities,
the process that what you are offering , are perfectely matched to my expection, very soon you will get
responce from my side
online job
What the fuck is abdouexpress - sounds like a paki version of memoryexpress. Big rip off outlet it sounds to me.
Anyways, they probably knew you were a real prick and didn't wanna sell anything to you ever since you started coming there.
In any event I always buy my chit there and I get decent service and decent prices.
Check out this new site....they claim they can take your complaints all the way to the decision makers!
https://gripevine.com/
The rest aside, here's the logic I don't understand
You see the computer
You see the price
You decide it's worth the price
You buy it
It should be done there. You have decided you would pay that price for the computer and it's worth it.
But now you go on to see it selling for a lower price elsewhere
Suddenly what was worth the price is now worth a lesser price? You got ripped off?
How can you be discontent when you yourself decided initially that the price was worth the computer?
ME used to be my favorite store in Calgary, unfortunately the customer service is now brutal and I find it much easier to order everything online elsewhere than going in and dealing with the "Won't take No for an Answer when it comes to Extended Warranty" sales staff. I realize they get paid more if they sell the warranty, but the high pressure sales pitch makes me feel like I'm buying a used automobile.
After reading your posts in their entirety, all I can do is surmise you're one of the following.
A) A complete moron.
B) technologically illiterate.
C) Someone who deals with buyers remorse.
D) All of the above.
Just a guess but I'm going to say D.
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