Guitar Center purchased Musician's Friend (at the time, the largest online music retailer in the world) in 2000. So you can't say they were slow to adapt to the online distribution model. What you can say, however, is that Musician's Friend, almost overnight, became a total nightmare to deal with. Much like those brick and mortal money pits. There is a reasonable demand out there for a corporate music retail marketplace. Newbies, yuppies, and the like. It's the McDonalds/Walmart of the music world. It sucks, but it serves its purpose. However, if you went to Walmart and had a terrible time dealing with a slimey, overly pushy salesman who was starving for commission, and then on the way out got your bags checked by security to make sure you didn't steal anything, then you're probably not going to go back. This, in a nutshell, is the Guitar Center shopping experience.
Yeah, I kind of think there is something completely overlooked in the article. Well before 2007 and Bain Capital, the GC had lost the entire crowds of regular musicians, weekend musicians, and hipster/hip musicians (like me, who like to own instruments and plunk around but are never in a band anymore.) So what does that leave as a customer base? I guess first-time musicians and not-clued-in older relatives of first-time musicians. Like: "Josie, I bought you this nice guitar from Guitar Center. It cost Santa $99, so you take good care of it. Merry Xmas! I know how you like pink!" Yikes.
Teenagers. Guitar Center should rebrand itself as daycare with guitars. The people who get the most use out of Guitar Center nowadays are Moms with teenage sons. They drop the teenage son off at Guitar Center early on Saturday so they can make noise while the Moms go out and get their shopping done.
As someone that purchased both my strat and amp from GC I completely understand folk's unhappiness with some of GC's store practices. That said, I never celebrate the closing down of B&M retail places... I have seen this happening in other areas (bicycles, audio) and while mail-order options have risen to fill the gaps I still miss the ability to actually see and touch the things I want to buy, and usually will happily pay a reasonable premium to get that type of customer service (and more so post sale support you don't get with internet sales).
The problem is, I get far better customer service online than I do in stores. Every tried returning something to a B&M? Wait in lines, hassles, unneeded questions, pressure to rethink, etc. I can return no questions asked to online retailers like NewEgg, Amazon and Zappos without ever leaving my house, and without ever picking up a phone. Most then go above and beyond to then make sure I was happy with the return process. Customer service sucks a most B&M stores, and that is a huge reason why they are failing.
Returning products is but one aspect of customer service. When I think of customer service for a guitar, I think of "gee, I think my string height is too high, what do you think?" or "there is a buzz on my B string, can you take a look?". I even think of questions about playing as part of customer service. With bicycles, sure, you can return a part. But what about "does the seat height look right?" Or "I am feeling some pain in my knee, can you suggest an adjustment?" Or even, "Where are some good trails to ride?" With audio... "I have a B&K amp, can I bring it into the store to try those speakers?" Try doing that through Amazon.
YouTube. Want to know how to take apart a piston engine piece by piece? YouTube, or discussion forums. The internet gives you access to tens of thousands of experts on any given subject, again without ever leaving your home. When something at my house breaks the first thing I do is Google how easy it is to troubleshoot and/or fix on my own... and more and more people are beginning to do that as well. B&M businesses will need to adapt to that to survive, none really have to this point.
I'm a lefty, so the last guitar I bought was at Southpaw. I personally would not buy a guitar online unless it was direct from the people who make them... and still would prefer to play the instrument, or an identical one, before buying it. I hate to see GC go under, I've bought many things there, but I do understand some of the criticism.
I use YouTube all the time. But YouTube and discussion groups can't address any of the customer service questions I posed above.
I disagree. Have a problem with your bike? Go to a local Houston area discussion for cyclists, maybe even set up a time to ride and one of them can help you out. Have a problem with your guitar? Ask for an expert on Craigslist or post a video of your issue online for feedback. You don't need a B&M store to get anything serviced. Of course a market for mom and pop shops is great, but at the same time you can accomplish the same thing without them utilizing the internet. And as older generations who support B&M become the minority, the newer generations that are used to online services will become the norm. B&M stores must separate themselves from the pack by adding additional services or perks to remain relevant. Heck, Amazon has same-day delivery in several cities.
Guitar center was one of those places where if you didn't know someone who worked there you'd get ripped off. I remember asking a buddy who worked there get me discounts on gear and when he told me what real customers paid I thought the store was a joke.
This seems pretty delusional. While somewhat true/possible, it's not the same. An absence of B&M stores may be to a certain extent inevitable, but you don't know what you've got til it's gone. I for one do not welcome our "Trust us and buy it sight unseen while your get "service," whatever that is, elsewhere" overlords. Still though, I understand the criticisms as they apply here... and bigger is not always better.
This is basically the Guitar Center business model explained: <iframe width="420" height="315" src="http://www.youtube.com/embed/pXEkjo5Imic" frameborder="0" allowfullscreen></iframe>
I think the issue is. . B&M are held to a different standard B&M's are EXPECTED to give that part of the customer experience and obviously . . you don't expect it of Amazon You send your stuff to amazon and wait At a B&M - IF they told you . . package your isht up and drop it in the bin and then you come back and pick up the $$ [or re credit it] in two days. . . would you be accepting of that from a B&M>???? But I think you ok with waiting on your ends to show up from Amazon Rocket River
Agree, big time. I am very experienced with web and other info sites for various things (dating back to usenet through today's app-driven chat rooms). And for many topic areas they are great information sources and for some (eg phone and tablet customization) they are the *only* sources of info, advice, instruction. Heck, if I were to post my past user names you would even find my own product reviews, user guides, riding area descriptions all over the web. That said, for many products it is self-defeating to push B&M businesses out for internet sources. Some products need a proper "fitting" and like shoes you just can't do that over the internet. Moreover developing the relationship with a retailer provides you useful information and service that you just can't get from an Amazon. I have purchased multiple bikes from a certain retailer and as a result I get free adjustments, deeper discounts, access to his shop tools and mechanics, and ride location suggestions that the guy at PricePoint can't. It is funny, as people started relying more heavily on internet sources they would often run into the same problems... "Gee, I ordered that set of wheels from Performance and they said they would be here the day before the big race but they were slow to ship them out." Why someone that needed something important by a certain date would go mail order versus going to a local shop is beyond me... but I am sure they saved a few dollars. People also wanted to get the discounted prices possible when there isn't salaries to pay or rent to pay, or inventory to handle. But they still wanted to see and try out the product, so they would use the B&M as a demo location but buy from the internet. And then complain when the B&Ms went out of business, or struggled to compete. Sure, GCs have some bad practices and just like any retailer there are better locations than others. And more recently I started going to a guy in Houston that just does set ups and repairs. But I still like going to GCs to look at guitars, amps, and all the other stuff there and talk with some of the smarter people I know there.
As a musician (or just someone who plays a few instruments) I have no problem with GC. I try out thier keyboards and MIDI controllers. (The Korg Kronos X is a MONSTER by the way, wish I had $3200 just sitting around to buy one.) I check out thier MIDI interfaces, mixers, preamps, mics. Listen to the studio monitors, and wish I had the extra $ to buy a quality sub for my rig. Browse the VSTs and plugins. But RARELY even think about purchasing anything. And if I do, it's not from GC.
I think cost is going to continue to be the driving factor. I was crushed when Amazon started charging sales tax for Texas, but then I looked at their prices and even with tax added they are still at least 10-15% less on 90% of all items. There are very few purchases I want to grasp before making, especially if there is a no-cost, no-hassle return policy. I bought my last two TVs on Amazon, with free delivery. I went in to Best Buy and Fry's to find the ones I want and then ordered online and saved $400. Heck, I bought my car online and went and picked it up in Dallas. I test drove a similar one in town, and went elsewhere to get it because I saved $4500 driving six hours. It is just tough for B&M to compete on cost. Fry's and Best Buy have begun to do online price matching but going through the process is frustrating and time consuming. I can just order it online and have it overnight shipped for $3.99 or 2-day for free.
I wonder why it is tough for B&M to compete on cost. Perhaps it is because they need to have the land needed to put up the store? Or the distribution channel to have the products in the store? Or the employees to stock the shelves and answer questions of those that are looking at the products at the store, or running the cash register for those buying from the store. I completely understand its desirable to save money, especially in these challenging economic times. But is it any wonder why B&Ms are closing down, or changing the skill level of the store personnel, or reducing inventory in the stores when more and more people are simply using the B&M to demo products? It is a shame since I have seen a number of audio retailers shut down because its easy and cheaper to buy from Vanns. And bike shops close because people were buying from Performance or PricePoint. And all that ends up left are the Best Buys... and even they are remodeling themselves.
