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Topic:
Distributor continually selling repacked product
This thread has 20 replies. Displaying posts 1 through 15.
Post 1 made on Wednesday December 6, 2017 at 08:07
goldenzrule
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I have a local Distributor that I've used since starting my business. Over the years, they've continually shipped me product that is clearly repacked. I once got a MA tower speaker whose box was all taped up and the speaker had no grill.

I've really scaled back what I buy from them due to this. Why I still use them is the delivery service. $40 gets you delivery no matter how much product. I use them for racks and larger items usually as I just have them delivered directly to the clients house.

Yesterday, I had a delivery show to a client's (I was not there for the delivery) and one of the items was repacked. My client is the one that found this out. You can imagine how happy he was.

Would you contact the owner of the disty, they are a decent sized disty with several branches throughout the region. I know for a fact I'm not the only one this has happened too, as another local dealer has had the same experienced. He too has moved the bulk of his business he was doing with them to another disty. That disty is local to him while it's a 40 minute drive for me to pick product up. They don't have the great delivery service the offending disty has. What would you all do?
OP | Post 2 made on Wednesday December 6, 2017 at 08:08
goldenzrule
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Just wanted to add, they have given me the same excuse on why the product is repacked more than once, and used the same excuse with the other dealer I mentioned
Post 3 made on Wednesday December 6, 2017 at 08:21
Hasbeen
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Well what was the excuse that they gave?
Post 4 made on Wednesday December 6, 2017 at 08:41
highfigh
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On December 6, 2017 at 08:08, goldenzrule said...
Just wanted to add, they have given me the same excuse on why the product is repacked more than once, and used the same excuse with the other dealer I mentioned

They needed to inspect it, eh? Riiiiight.

We can't sell repacked as new (unless it hasn't been sold), why can they? Demo, re-selling returns, I don't care- it shouldn't be done.

If it's a regional distributor, I would get in the grill of whomever I need to, even if it means I need to go to the top of their food chain. I would also tell them that it has happened before and if possible, show proof. If they don't want to stop this BS, tell them you'll stop using them and you'll go public with their name. If it's true, they'll have to take their lumps because they won't be able to sue.
My mechanic told me, "I couldn't repair your brakes, so I made your horn louder."
Post 5 made on Wednesday December 6, 2017 at 08:56
buzz
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I've had a couple of these incidents. While I don't like it, I'm afraid it is a sign of the times -- the temporary sale. "Try it. If you don't like it, send it back." Too many people abuse this. I've seen customers order several similar items, pick through the pack, and send all or all but one back. For very large operations this approach might be cheaper than supporting a retail operation, but small fries get stuck with too many half new items. There are operations that specialize in reselling these returned items as "factory renewed".
OP | Post 6 made on Wednesday December 6, 2017 at 09:21
goldenzrule
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On December 6, 2017 at 08:56, buzz said...
I've had a couple of these incidents. While I don't like it, I'm afraid it is a sign of the times -- the temporary sale. "Try it. If you don't like it, send it back." Too many people abuse this. I've seen customers order several similar items, pick through the pack, and send all or all but one back. For very large operations this approach might be cheaper than supporting a retail operation, but small fries get stuck with too many half new items. There are operations that specialize in reselling these returned items as "factory renewed".

I sold to my client new items. What was delivered was opened. While possibly never used, once opened it must be sold as such.
Post 7 made on Wednesday December 6, 2017 at 11:38
Ernie Gilman
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On December 6, 2017 at 09:21, goldenzrule said...
I sold to my client new items. What was delivered was opened. While possibly never used, once opened it must be sold as such.

You know, I'd say exactly the same thing. But where is it written that something, once opened, must be labeled and sold as not new?

I'm not saying it's not a law somewhere, I'm actually asking where the law is written down. For instance, I know that electronics must be UL approved to be sold in Los Angeles County. It's a county requirement.
A good answer is easier with a clear question giving the make and model of everything.
"The biggest problem in communication is the illusion that it has taken place." -- G. “Bernie” Shaw
Post 8 made on Wednesday December 6, 2017 at 12:45
ericspencer
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On December 6, 2017 at 09:21, goldenzrule said...
I sold to my client new items. What was delivered was opened. While possibly never used, once opened it must be sold as such.

So if a distributor opens say an HDMI extender to take a look at something because of a customer inquiry, packs it back up like the factory, you consider that now longer new and should be sold as such?
Not my circus, not my monkeys
Post 9 made on Wednesday December 6, 2017 at 13:24
Mac Burks (39)
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There is open and repacked and then there is open and repacked. I have no problem getting a previously open or even returned item The problem starts when the distributor ships something in a ripped open obviously open before box or something that was never inspected and has missing parts/packing.

One of my duties at my first job in this industry was to pack-like-new any demo items that were being sold. We had a station with tape guns loaded with tape that had manufacturers labels. We would order new boxes for anything that got damaged in our box room (large warehouse room). Touch up paint, detailing gear the whole 9. When something went out the door it looked new. Never had a complaint about any of it because it worked and had a warranty.
Avid Stamp Collector - I really love 39 Cent Stamps
OP | Post 10 made on Wednesday December 6, 2017 at 13:46
goldenzrule
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On December 6, 2017 at 12:45, ericspencer said...
So if a distributor opens say an HDMI extender to take a look at something because of a customer inquiry, packs it back up like the factory, you consider that now longer new and should be sold as such?

Absolutely. No reason for them to open anything. If they want to open upon delivery to check in front of me or client, fine. But I've had a speaker with no grill in a beat up box. A TV which had already previously been set up. Speakers that didn't even have cutout templates and dust on them and more, all from the same place. They have no reason and no business to open product before delivery
OP | Post 11 made on Wednesday December 6, 2017 at 13:48
goldenzrule
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Also, try getting some companies like Sony to allow a TV to go back to disty past 2 weeks. If it had been previously sold and serial number tracked, you could be SOL on a "brand new" tv.
Post 12 made on Wednesday December 6, 2017 at 16:02
Brad Humphrey
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You are giving 2 very different examples.

If a distributor opens a box to look at, check out features and how it works, etc.; then this is perfectly fine. As long as it is all boxed back up perfectly as it was from the factory.

If you get a box that is missing ANYTHING that originally came with it; that is obviously unacceptable!
If you get product that does not look brand new in anyway (scratches, dirt, scuffs, etc.); also unacceptable.
If you get a product that has been clearly sold before (was officially registered, which would affect warranty & claims); unacceptable.

It sounds like you have been getting a lot of the latter. I would have a heated conversation about new vs. used with the distributor. If they want to offer discounts on the 'used' equipment they have, great. But if I order new, I damn well better get new (or acceptable new). Otherwise it is time to terminate the account and move on.
In my 25 years of doing this now, I have closed accounts with 7 distributors that had unacceptable business practices or gross incompetence that affected me directly. Not to bad I guess, considering how many there have been in the industry during that time frame. And it's funny to note, almost 1/2 of those went bankrupt eventually and are no longer around.
OP | Post 13 made on Wednesday December 6, 2017 at 17:29
goldenzrule
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I'm not giving 2 different examples. I never said the diary was opening them to check, someone else did. Every case I have experienced resulted in me receiving used stuff. The excuse every single time has been the exact same
Post 14 made on Wednesday December 6, 2017 at 17:40
Hasbeen
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I don't think he's comparing someone opening up a camera box to look at the type of connector.

He's talking about products that have clearly been out of the box, re-wrapped and re-packaged...Not in the professional Chinese way, but in the fat American fingers way...

We wouldn't consider bringing home a TV and watching it for a few days before we installed in a clients home.  They're acting like "product" is actually "their product".  It's not their product, they're only warehousing it.

To me, it's simply not acceptable...Every one of us have picked up small things from a disty that the box has been opened while the guy was standing in the aisle...That's not what we're talking about..

I could be wrong, but I think we're talking about demo'd or at the very least displayed products. 
Post 15 made on Wednesday December 6, 2017 at 19:04
Trunk-Slammer -Supreme
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Contact higher up, and let them know you will no longer purchase from them, and will be contacting the manufacturer as well, so the manufacturer knows what kind of disty they have.

I don't care if the disty opened the box to inspect it, took the item out to see how it works, or sat it on a table for a non powered demo. Once that box is opened, it is not a new product, and must be sold as B stock.

End of story.
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