Lexicon Dealers in the dark?

Posted by Philip Brandes [IP: 24.8.188.112] on October 26, 1999 at 20:45:34
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In Reply to: Lexicon Dealers in the dark? posted by Robert on October 26, 1999 at 20:17:36:

: Dealers really need to get their act together and Lexicon should have better advance notification for these ignorant dealers.

I have to agree with you there.

I have consistently gotten out-of-date or just plain erroneous information from every Lexicon dealer in the L.A.-Santa Barbara area. If it weren't for this forum, a lot of us would be completely in the dark. It was only when I found my way here that I actually got a handle on my DC-1 and its full capabilities--let alone finding out about upgrades.

The small consolation is that I haven't found dealers to be any more knowledgeable about the other products they sell, either.

IMO, this is a big part of the reason why the high end industry is having so much trouble. I understand the traditional assumptions behind the value-added dealer network, but I just don't see the dealers providing their part of the added value we're paying for.

Case in point: not long ago, I was contacted by an individual who heard another processor that sounded much better than his recently-purchased MC-1, and wanted to know why. It turned out his system had never even been calibrated--his AUTHORIZED LEXICON DEALER had simply sent him home with the unopened box. The sad thing was he was lusting after another processor and hadn't even heard the one he bought!

This is inexcusable in my view. A high end dealer should earn their high margins with customer service--and that includes an in-home installation of purchased equipment. Of course, given the technical skills of the dealer staffs I've dealt with, that may be more of a liability--but that too is part of the problem.

Lexicon stands behind their business model and that's their choice. But my feedback about the whole process is that it isn't working well.

One step I would recommend is that Lexicon start collecting email addresses from registration cards and maintain an owner's mailing list for upgrade and product announcements via email. An email list eliminates a lot of the overhead associated with manual record keeping and postal mail. Such a mailing list is very simple to administrate in comparison.

Yes, some of the information may get out-of-date and incomplete as units get sold and/or owners change addresses. But I'm willing to bet the vast majority of Lexicon owners use email (and most have found their way here at one time or another). Mailing list notification would be one way to keep a large percent of customers informed, since dealers are clearly not doing their part of the job.

Rant mode off.

Philip Brandes

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