The "Verification Call"
Shopping Tip #2
If you have ever shopped online at an electronics or camera store, you probably already know exactly what kind of call I am about to talk about. The infamous verification call.
Here's how it works. You go to an online electronics, camera, or computer reseller (Not the big names like Dell, Apple, or HP) and find great prices on brand name merchandise. You place your order and all goes fine. Then you get either an email asking you to call the online store or you get a phone call from them.
The letter usually says they need to verify some information or to obtain a piece of necessary info before they can process your order. So, of course you call them.
Once you are connected with a customer service rep, you are often told that your item (ususally a camera or computer) is not the American or name brand version but that you can upgrade to one for a fee. And that the battery and carry case/memory/other accessory are not sold with the item but they have a great deal for you. You may be told that the item you ordered is out of stock but they have a MUCH better one in stock for just a couple of hundred dollars more. Or, they will want to sell you a warranty that you did not want or ask for.
The Two Types of Verification Calls
There are two kinds of businesses who employ these tactics. The first one is relatively harmless. They are going for the "upsell". They want you to buy accessories or a warranty to go along with your purchase. They also may want to "rush ship" your order for an additional fee. Sometimes you will want to take advantage of their offers and sometimes you won't. If you say no and they don't push too hard and stay civil, you are probably dealing with a reputable company that just wants to make a few extra bucks by offering extras.
Then there is the other type of business. They are the bait and switch companies who advertise one thing on their site and then tell you that what you saw was actually not what you will get. Unless, of course, you want to pay more money to get what you thought you were getting in the first place. These companies often sell "grey market" or foreign goods.
My Story
Once, long ago, I bought my husband a camera from a certain electronics site and I got the "verification call email". I called and verified my info and was informed that the camera didn't come with a battery. Not knowing all that much at the time about what did and did not come with certain cameras, I agreed to buy a battery. Then I was told the camera was the Japanese version and the paperwork and even the commands on it were written in Japanese. If wanted the American version, I would have to pay $200.00 more. I may have been a tad naïve back then but even I knew that was just pure bull. The site had advertised the camera (and battery!) and nowhere did it say it was the Japanese version. The fast talking sales rep sensed I was getting angry and offered me a discount and threw in free two day shipping. But, you know, by then I didn't want to deal with that company any longer. I lost my trust in them. When I decided to cancel the order, the nice sales rep turned mean and started to insult me and even intimated that he had my credit card details and could do "whatever he wanted" with them.
I insisted on canceling the order and then immediately called my credit card company who issued me a new card with a new number.
Whew. What a battle. I had gone from thinking I found a great deal on a camera to worrying that I would be ripped off for I don't know how much!
Since then, I have learned much about these types of companies. I bought my husband yet another camera not too long ago and almost had a disaster on my hands again but quickly and sternly backed out of the deal and went elsewhere and asked every possible question by phone before making the purchase.
Red Flags
Electronics shopping online can be tricky. There are many reputable and reliable dealers out there but there are also shady dealers just waiting for an uninformed consumer to come along and buy into their hype. Here are a few tips to help you decide whether to shop with a certain dealer.
Is the price much lower than other sites and brick and mortar stores? If it is, most of the time there is a reason for that and you will end up paying the same or even more in the end after you make the famous verification call and find out all that you need to buy to get what you thought you ordered in the first place.
A good deal is one thing. An amazingly low price on a high-ticket item is another. Ask yourself if the price is realistic for the item. If it isn't, you'll probably end up sorry you took the bait.
A call or email to verify your information doesn't always mean you are going to be baited into buying something else or that you are dealing with a shady business. But it is a warning sign that you MIGHT be. Do make the call but be prepared to deal with what the rep may offer. If you ordered a package deal and the rep says things in that package cost extra, start to suspect. If the rep pushes you, talks too fast for you to truly understand what you are buying, or gets ornery when you decline an offer, stop the transaction and ask for the exact items(s) you are getting and the exact cost. Ask what accessories come with it and if the item is exactly as described on the website. If you sense you're being baited, cancel your order. You may get attitude for doing so but they really have to cancel if you insist. Watch your credit card for charges and be on alert if there are charges you didn't make or can't explain.
Do not let a rep fast talk you, sweet talk you, or force you into buying anything you don't want. Sometimes they are offering something valuable that you feel is a good deal. That's great. But if you feel that you are being pushed around, stop the communication and tell the rep you want ONLY what you ordered and expect it to be exactly as described.
By being knowledgeable about what the manufacturer includes in their package deals — cameras should have batteries, iPods should have some sort of ear buds, computers should have the stats that the manufacturer specifies on their websites — you have an advantage over consumers who assume the company knows best. If the site you are dealing with is reputable, you will get what you ordered as described and the call will simply be to offer you accessories and warranties that you can accept or not with no hard sell. If the site is shady, you will know it by the fast talking, confusing way the reps talk and from the revelation that you will not be getting what you thought you would be when you placed the order.
If you call armed with the knowledge of exactly what you ordered and what you should receive with your order, you will be better equipped to deal with fast talking sales reps. Stand firm and don't let anyone sell you something you don't really want.
And, if you feel you are being taken for a ride, cancel the order. No company has such amazing deals that you won't be able to find the product elsewhere for a similar price.
Lastly, before you shop on an electronics website, read reviews of the site. Look at what other consumers have to say about their experience with the site. Do NOT read testimonials on the site itself. They mean nothing. Go offsite and search for reviews from honest consumers who have a story to tell, positive or negative. If you see an abundance of recent negative reviews, heed the warnings. Don't expect that your order will go swell even though 300 others didn't.
When all is said and done and your transaction is complete, if you had a good experience, tell others about it. If you had a bad one, warn others. We, as a huge online shopping community, owe it to one another to share experiences and to help each other out.
The Final Word
If you make an online electronics order and get an email to call the company to verify some information, do so. But do so with all the knowledge you have and trust your instincts. If it seems too good to be true, 99% of the time, it is!
Happy — and informed — shopping!
