Where To Buy

Where To Buy: Internet/Mail Order

Most well-known brand-name manufacturers have strict policies that prohibit the sale of their products over the Internet. This is because dot-coms can't provide the same level of service that your local home-entertainment specialist can and that their products deserve. Things get a little murky, however, when issues like restraint of trade arise. How do Web merchants get their hands on the goods? Sometimes, they can't. Sometimes, you'll wait (and wait) until a Webber has enough orders to fill a batch together. Sometimes, the goods come from overseas and aren't intended for U.S. use. These gray-market goods may not be under the manufacturer's U.S. warranty or approved by Underwriter's Laboratories, the group that tests electrical products for safety. You'll see their sticker of approval on the back or underside of your gear. Internet buying is essentially a new twist on mail order. If you live in a remote area, this can be a good thing, but there's no substitute for the service and technical advice that specialty stores offer, especially with complex stuff like home theater products. A Website's prices may not vary dramatically from store prices. Beware of a deal too good to be true.

Is It Under Warranty or Not?
Even with the best information from the highest sources, there's conflicting information as to whether a product purchased from a non-franchised dealer is covered under warranty. We see warnings to consumers on manufacturers' Websites. We hear from well-known makers who staunchly defend their distribution network and do not honor warranties for purchases made from renegade dealers. We know that there are unscrupulous mail-order houses and e-tailers who claim to be factory-authorized. On the other hand, we also hear claims about the restraint of trade and fear of breaking consumer-protection laws by refusing to repair goods.

Current trends in nontraditional purchasing are adding to the dilemma. Take, for example, the explosion of custom installers. These companies usually procure their goods from authorized distribution centers, since they generally don't do enough sales volume to warrant purchasing directly from the manufacturer. The smaller installers use many sources. How do you know where these products come from and whether your warranty is compromised? You'll hear of products that were purchased from unauthorized sources being repaired under warranty. You'll hear loud voices spouting strong opinions, yet there's no consistent, definitive industry policy that's enforced.

This thorny issue has been around for years. What should you do? Ask yourself whether it's worth a few bucks up front to protect your purchase. Oftentimes, technical support and exchange privileges, not just repair, are linked to your place of purchase. For example, I've researched two plasma-only Websites. One of them even provides links to all of the plasma manufacturers' Websites, even though only a few links are active. The implication is that this e-tailer is factory-authorized to sell all brands, but it ain't so, folks. Nowhere is its factory-authorized status mentioned. In fact, I've heard from several major brands who have successfully sued this Website to cease and desist. Just be careful. Everyone wants a deal. But if it looks too good to be true, it probably is. Dramatic price-cutting is dicey. You could be buying a product that's not intended for the U.S. market, not UL-safety approved, and not under warranty.

Many people prefer the specialty retailer. If you are going to spend hard-earned cash, you might want to buy the latest stuff from a known retailer with an established reputation. You'll want someone to show you how wonderful the products are, and you'll want to make sure you have someone to call if I have questions. However, if you don't live close to a specialty retailer or you gravitate toward other paths, you may want to explore some of the options we've described here.