Bait and switch

Started 10 months ago | Discussions thread
gazis
New MemberPosts: 12
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Re: Bait and switch
In reply to Aberaeron, 10 months ago

Aberaeron wrote:

gazis wrote:

Hi all,

A while ago I started this thread to solicit the opinions of the group, without revealing the identities of the retailer and the consumer.

The title of the thread was chosen to mark a sales promotion strategy which is generally understood as borderline fraud and, in some countries, comes with legal sanctions. The underpinning of this strategy is that the consumer is placed in a state of raised expectations regarding acquiring an item as a result of retailer information which comes with no proof of evidence. When that information is called invalid by the retailer, the latter leverages the consumer's raised expectations to direct him or her to a higher price item for sale.

It is my opinion that, consumer feedback, particularly if shared among consumers, improves the service of retailers on the long run.

To this end, I should inform you all that, in the "Bait and switch" thread, the hypothetical retailer was actually Adorama and the hypothetical consumer was actually me.

For any of you who want to read for themselves the email transcript regarding this matter, you can find it at https://dl.dropboxusercontent.com/u/9600225/customer-adorama.pdf. If you review it to the end, you will find also the response from the Adorama customer service supervisor, whose response to my question I am still waiting for. But then again I guess the statement "Please let me know if you have questions" does not mean that a response is due, right?

Cheers to all,

Vangelis

While it is unfortunate that you did not receive the lens originally advertised, Adorama do not seem to have done anything untoward. They have not taken your money and have not tried to push you to a higher price product. Indeed it is you who have done all the pushing.

You may notice in their first reply that they direct me to the option of purchasing the same zoom lens at a price that is USD 200 higher.

It is unfortunate that they did not communicate the situation to you immediately, but if they had I suppose there would be more grounds for supposing they were trying a bait and switch. They can't win!

Exactly; I do see how plausible it is for Adorama to claim having tried to contact me many times, while my Inbox and Junk folders have no evidence of any such email from Adorama and while it is beyond doubt that my email address is properly registered with their system.

One possibility is that the original price was mistaken and they could not supply at that price and were looking for a way out. That is supposition but these things happen to the best of us.

Even if that was the case, a direct and honest account of the cause of the failure to deliver would have been acknowledged as a human mistake (and appreciated much more than a dubious response under lack of supporting evidence).

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