So this is the dealio; I wanted to demo the SCM40 actives against the passive version (with a NAP250) - So I thought to myself..., that can't be too hard? I'll check out who carries both Naim and ATC in my area and drop them a line, which was something along the lines of:
"I am wondering if it could be possible to book a demonstration of ATC’s SCM40A and SCM40 with a Naim NAP250. I am particularly interested in this speaker / power amp combination. You can choose the source/pre you deem fit"
2 dealers got back to me; dealer A and dealer B
Dealer A replied first "We are sure we can help you, perhaps it would be useful for us to have a chat about your system plans" - To which I thought, OK, you could've said, "Yes, we have the kit you want to demo, or we don't" but fair enough ... So I give dealeroo A a ring.
The guy was pleasant and very polite - You know, that middle-class / middle-age salesperson demeanour, the type that makes you feel all warm inside and finds everything you say funny, yeah... that type.
Anyway, the first thing he said after I described my system and explained (again) what I wanted, was "Oh I have a power supply that will make your NDX shine". When I said it was not an NDX that I had but a ND5 XS, he said it might not be a good enough source for the SCM40 - (fair enough, he's entitled to his opinion) This was followed by him telling me he did not have the speakers I wanted to demo in stock, and that I would really struggle to find a hifi dealer that had both passive and actives SCM40 for demo. Fair enough, but the bit that took the biscuit was "we could use a pair of SCM11 because they'll give you a good idea of the 'ATC sound" - I was a bit taken aback to be honest... His solution (when I said that the SCM11 was not what I wanted) was to suggest that maybe he could ask Naim for a pair of Actives as demo "If I tell them that I will sell them"
Is this the way most dealers do business? He basically broke every rule in the book
Dealer B got back to me a few hours later, his response?
"Yes, have both speakers in stock as well as a NAP250. I'll use a NACN272. When would you like to come?" No, opening pleasantries , no 'kind regards' at the end. The dude didn't even put his name on the email, but guess which one I'll be visiting....
[RANT OVER]
Posted on: 24 May 2018 by analogmusic
I don't see any issues with both dealers?
in some countries, dealer won't even entertain customers until they are reasonably sure the customer has the money
there's lots of time wasters.
One has to develop a relationship with the dealer first.
It isn't the other around, as paradoxical as it seems.
Posted on: 24 May 2018 by analogmusic
and by putting this on a public forum, you just ruined your relationship with both.
who is the loser?
Only you.
Maybe the dealers are experienced enough to sense that you are the kind of guy who would complain on a public forum ?
anyway good luck now.
Trading a 250 for an active ATC speaker isn't really going to set the right tone with a dealer, as you will invariably ask to trade in the 250DR.
Posted on: 24 May 2018 by Alonso
Customer X asks for Product A. Seller 1 does not have said product. Seller 1 offers instead a product to 'enhance' something the customer has not manifested any interest whatsoever (A power supply). Customer wants to trial Product A, seller 1 does not have product A but instead, offers to trial product C. Customer has no interest in product C. Seller 1 offers to bring product A into the store and offers to do it by telling the supplier that he will do it because customer will buy it.
I TOTALLY agree with the development of the relationship but in order to do that, the customer needs to feel at ease, needs to feel listened to, needs to feel that the seller is looking after his interest and is not offering products that he has not asked for. If that does not happen, the customer goes to seller 2 (which is what happened)
Posted on: 24 May 2018 by Alonso
and by putting this on a public forum, you just ruined your relationship with both.
who is the loser?
Only you.
I have not mentioned any names nor locations.
Dealer 2, which I will be auditioning at, and will too remain undisclosed, did nothing wrong - In fact, he did everything right. I was pointing that even without any unnecessary pleasantries, dealer 2 did every right (maybe the way I put across my satisfaction with dealer 2 was too nuanced)
Posted on: 24 May 2018 by nickpeacock
Dealer A (scrupulously not identified in public - well done) made some pretty basic errors. The first was not listening to what you had. The second was suggesting that what you already had wasn't good enough (if it had to be said at all, much better left until some way down the process). The third was trying to palm you off with something which was not what you said you wanted to hear. The fourth was not immediately telling you that he could not provide the equipment you wanted to hear.
I could go on, but I'm not aware of any customer service code or practice by which that even begins to be ok.
Posted on: 24 May 2018 by hungryhalibut
I think you are giving Dealer A a unnecessarily hard time. They are quite right that the ND5XS isn’t good enough for the ATCs. They simply seem to be doing their best with what they have. If you are new to ATC then listening to the 11s would give a good idea of whether you like the sound. And then, if you did, they could get some 40s for you to try. It all seems very reasonable to me. The fact that Dealer B has the relevant speakers in stock is obviously more convenient, but it doesn’t mean they are necessarily the better dealer, and the one with whom you can develop the best long term relationship.
I was thinking of trying some ATCs, but there are no dealers locally. So I rang ATC and asked if there was a way I could borrow some SCM20 ASLT. They didn’t have any available but offered to send some 19As to my local dealer, to enable me to get an idea of whether I liked them. Which seems to be pretty much what your Dealer A was suggesting.
Posted on: 24 May 2018 by Alonso
I think you are giving Dealer A a unnecessarily hard time. They are quite right that the ND5XS isn’t good enough for the ATCs. They simply seem to be doing their best with what they have. If you are new to ATC then listening to the 11s would give a good idea of whether you like the sound. And then, if you did, they could get some 40s for you to try. It all seems very reasonable to me. The fact that Dealer B has the relevant speakers in stock is obviously more convenient, but it doesn’t mean they are necessarily the better dealer, and the one with whom you can develop the best long term relationship.
I was thinking of trying some ATCs, but there are no dealers locally. So I rang ATC and asked if there was a way I could borrow some SCM20 ASLT. They didn’t have any available but offered to send some 19As to my local dealer, to enable me to get an idea of whether I liked them. Which seems to be pretty much what your Dealer A was suggesting.
You make good points. thank you for taking the time to reply
Re, the ND5 XS... as I said, it was an opinion of his, which I respect.
"The fact that Dealer B has the relevant speakers in stock is obviously more convenient, but it doesn’t mean they are necessarily the better dealer, and the one with whom you can develop the best long term relationship"
I have to grant you a fair point there... one had the stock and the other one didn't, so yeh... I cannot confirm the quality of dealer B in the long term... What rubbed me the wrong be is the "I don't have what you're explicitly asking me for, so I'll try offer you what I have and try to offer you two things you never asked for" which, having been a salesperson in the past, is not a capital sin but does not come across as looking for the customer's interests but 'Ive got stock to move and I need to make the best of the situation' - fair enough. In the phone conversation I explained to him I had listened to ATC standmounts but I was specifically looking at the 40s. I guess it was the way things were done, more than what was done... but you do make good points - Once again, thank you
Posted on: 24 May 2018 by analogmusic
everything can be argues, discussed for the sake of it.
the OP seems to be coming down harsh on dealers who are trying to help.
End of.
Maybe the thread should be re-titled - "this is not how to behave when trying to achieve hi-fi bliss?"
The goal is find hi-fi bliss through a dealer - develop a good relationship -
And please don't come to the Naim forum to complain about it 
Instead, be nice and friendly to your dealer who's only trying to help.
