Service For Appliances

According to a recent report from ConsumerReports (based on a survey
of more than 6,000 readers), mom-and-pop stores do better when it
comes to service, good prices and better selection than most nationwide
chains of home appliances.

The study also revealed that not one of the major retailers that were rated
for large-appliance purchases -- which included Best Buy, Home Depot,
Lowe's and Sears -- had better prices than independent stores. Here are
a few highlights:

Comparison of Costco and Sears: It's a question of service vs. price.
Sears is the only major retailer that matched the independents in product
selection and service for small appliances, and did nearly as well for
buying large appliances. But Sears' prices proved no better than the other
chains overall. Costco was the only store that excelled in price without
compromising quality. But their subpar service and less product selection
offset this advantage.

Comparison of Lowe's and Home Depot: Both turned out to be just
average. Fewer than 50% of Consumer Reports' survey participants felt
sales-people were helpful and knowledgeable about the large appliances
Lowe's sold. Home Depot was average overall and trailed the pack for
selection among large appliances.

Independent stores excelled in customer service, delivery and
set-up of appliances: 75% percent of small-appliance buyers thought
independent store staffers were pleasant, informed, or helpful; 5% or
fewer felt that way about Costco, Target or Wal-Mart workers.
Independents also proved strong on service of large appliances with more
than 80% of buyers very satisfied. Fewer than 60% of large-appliance
buyers were as satisfied with service at nationwide chains, and just over
50% felt that way about Best Buy, which did worst in this area.