Transcript of Video Titled "Massage Chair Industry Update - March 28, 2018"
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Alan: Hi, I'm Dr. Alan Weidner from 'Massage-Chair-Relief.com' and today is our biweekly massage chair industry update for Wednesday, March 28th, 2018. We've got a few things to discuss today, things that are fairly pertinent.
[SCREEN TEXT: Chair Prices Affected by Recent US Tariffs on Chinese Imports]
Alan: First of all, Infinity has increased – OK, well, first of all, the price of chairs are most likely going to be going up – I've already seen it on a few models. I'm going to be talking about them here because of the tariffs that have been announced for imports from China, and I believe some of it is steel imports and metal imports. Anyway, those tariffs have now been reflected in some rising costs of massage chairs, and some of the companies have increased the costs because of that, or anticipated the rise in costs by increasing the price in our costs, and increasing the price in, the price of the retail price of the chair.
Alan: Infinity announced that they're going to be increasing the price of the Infinity 8500 to $4499, that was from $4299, and the Infinity Escape to $34, sorry, $3799 from $3499. I just better make sure I got that right, the Infinity Escape, I can't even read my own writing, it looks like it's $30 – oh yeah, it went from $3299 up to $3499 – sorry about that. But anyway, we're going to be seeing, I've already seen some rising costs on some other chairs that we carry as well, because of this. So, don’t be surprised if you start to see some of the chair prices increase with the introduction of these tariffs, the US tariffs on Chinese imports, so that’s kind of important.
[SCREEN TEXT: Panasonic MA70 Sale Ends on 03/31/18]
Alan: Also, Panasonic, the Furniture for Life people, which is the umbrella company for Inada, Panasonic, Positive Posture, and another product or two, or another brand name or two, they have put the Panasonic MA70 on sale for the last month to $4999 from $6999. Well, the Panasonic MA70 sale, that sale price is going to end on the 31st, which is Saturday, so Saturday night's the last time you can get that Panasonic MA70 for $4999, then the price goes back up to $6999.
[SCREEN TEXT: Great Deals on our Pre-Owned Directory!]
Alan: Also, I might, you might want to take a look at our pre-owned chair directory. Now, you know – well, if you don’t, you're going to know now – but we have a 90-day return policy on our massage chairs, and of course, that return policy also free return shipping. Nobody else does that, nobody else offers 90 days, and nobody offers free return shipping, and that does not include, and there's no back-billing on the original shipping of the chair. Well, 90 days after Christmas, and around the Christmas time has – is now, and so we have had a number of chairs come in returned, and we've put them up on our website, and if you look at our website – well, it's not just returned chairs, it's also some floor models, like we have the floor model Ogawa from our California showroom, the Ogawa Smart 3D, which is their top-of-the-line chair. That chair is now, our floor model is on sale now, we were selling that, and it's at a fantastic price, and so if you at our pre-owned directory, right now we've got five chairs on there. We've got a Luraco iRobotics 7 for only $6490. We've got a ZeroG 5.0 from Human Touch for $1999, instead of $2999. We have the Ogawa I was telling you about. It's regularly $5499, it's on sale for $3499. We have a Positive Posture Brio floor model from our California store for $2999, regularly $4999, and an Infinity Presidential, which is regularly $8495, one of top selling, high end, high-priced chairs, we have a 'Brown' one available for $6495. So, if you're interested in a good deal on chairs, you can look at our pre-owned directory. Their chairs are in fantastic shape, some of them may have a little scuff, or something there, but nothing remarkable, probably nothing that you would ever even notice yourself, if you weren't looking really hard for it. But the chairs are in great shape. They're like new. They come with the remainder of the warranty from the factory. It comes with our Lifetime Labor warranty. It comes with free shipping. It does not include free white-glove delivery. If you want that, you have to pay extra, but it also has been checked over by our guys in California, our delivery, and just all guys, to make sure everything is right on the chair, everything's working right on the chair. If there's any parts that need replacing, we make arrangements for that. But anyway, the chairs are great, they're great deals, and we don’t often have a lot on our pre-owned directory, but after the Christmas, 90 day, money-back guarantee period time frame, we do have a few up there, and now is the time to take advantage of it. Now, we don’t offer free returns, we don’t offer returns at all on the pre-owned chairs, so what you see is what you get, and what you buy is what you get, so sold as is, so to speak. But take a look at our pre-owned directory, I think you're going to love some of the deals there, like they're fantastic deals, and anyway, I just wanted to let you know about that.
[SCREEN TEXT: Additional Tips for Chair Returns and a Tip When Receiving Your New Chair]
Alan: Last – I don't know how many of you watched my industry update two weeks ago, but I talked about returns, and how to make the whole return issue – first of all, to identify a good return policy, and secondly, to make sure that you minimize your problems with the return. And we talked about things like, you know, making sure that there is a good return policy. We talked about saving the boxes from the chair delivery, so that you have something to ship the chair back in if you decide to return it, and we talked about what to do if you don’t have the boxes, and whatnot. So, we want to help you with returns, whether it's a return to us, or a return to someone else, you're going to have to deal with some of these things. Well, one thing I forgot to mention was – and this is an important thing, and this is not so much – well, this has to do with, one part has to do with returns, the other part has to do with, just with getting a new chair. When you have a return, and you’ve packed up your chair – well, first of all, before you pack up your chair – take lots of pictures. I may have mentioned that two weeks ago, but when you have packaged up the chairs, a lot of these chairs come in two and three boxes, make sure you take a picture of the chair in the boxes, packed up on a pallet, ready to go. The reason I mention this is because we had an experience yesterday, where I got a phone call from a customer that ordered a chair, and it was a floor model Titan Executive at my Utah showroom, and it went in three boxes, and we packed it up. I was out of town, so I had someone else strap it to the pallet, and get it ready for pickup that last Monday, you know, a week ago Monday, and he sent me pictures, showing me that it was done. Well, we got a phone call yesterday from the customer, saying hey, and there were three boxes in this delivery, he says 'Hey, you know, thanks for shipping the chair, it looks great, except it's missing the armrests, but other than that, the chair is fabulous.' Well, the armrests are a big deal, it's half the bloody chair. So, anyway, I said 'Well, how many boxes came?' He said 'Well, only two boxes came.' I said 'Well, what did it say on the bill of lading? It should say on there the number of boxes.' He said 'No, it only said one pallet.' Well, one pallet, our one pallet had three boxes, and most chairs do come on one pallet, but it comes in, some chairs come with two boxes, some come with three boxes. So, fortunately, we had a picture taken of the chair, strapped on the pallet, ready to go, and I sent that picture to my shipping guy, who arranged the shipping, and I sent it the customer, who's in touch with the end delivery people, and they, because of that picture, they were able to find the missing box. They knew the shape, they saw it, they saw the label on it, they knew what they were looking for, and they, he texted me back within an hour, saying 'OK, they found it, thanks for the picture.' So, here's my advice to you, and please heed this advice, because I'm only giving you things, I'm only giving you tips that I know have caused problems in the past. I've been in this business for almost 14 years, I've seen almost everything, almost everything, and so these tips I give you are born out of experience, and born out of trial and error, and are born out of just mostly a lot of error. But when you get your chair, a new chair delivered to you, whether it's a new or used chair, make sure you look at the bill of lading before you sign for it. First of all, make sure there's no significant damage done to the box. If you see, like a forklift hole, or one side of the box is crushed, make sure you take a look and see that the chair is not affected. If it is, you refuse delivery, or you make a note, if it's a real bad ding, and if it's a really bad crushed box, then refuse delivery. But if there's something wrong with, like the corner of the box is bashed in or something, it may not have affected the chair at all, but you should make a note of anything like that. Make it on the delivery slip, make a note of it, have the guy write down 'Damage to top left corner of main box,' or whatever, but take pictures of it too. Take pictures of what you see when the chair is delivered, if there's a problem. Most chairs, there's no problem, but sometimes there's a thing that kind of makes customers freak out, because it looks like something's happened to the chair, because the box is damaged. Also, if you return a chair, before you return it, take pictures of the chair on the pallet, or how ever you have it, ready to go, so we can see what kind of shape it was in, or how many boxes it was in, or whatever, when the chair was picked up by the shipping company. And then the other thing is, is when you get your chair, look at the bill of lading, if it says 'One pallet,' well then, there's one pallet, but if – it should, usually – some companies will say 'Three boxes,' or 'Two boxes.' If it says three boxes, and you’ve only got two, you make a note of that, you look in there, and say 'Well, here it says three boxes, there's only two boxes, one's missing,' and that way, we hold the shipping company accountable for any mistakes they may have made, and we have copies, and we have pictures of the chair before they ship, if it's a used one, from us, and then, then you have a picture of a new one when it gets there, when you get it. So, take pictures, and make sure you check the number of boxes on the bill of lading, on the delivery slip, it should have that on there. Before you sign, make sure you have three boxes, if it says three boxes. Make sure you have two boxes, if it says two boxes, and if you have, if it says two boxes, and you got four, well then, maybe they sent you an extra chair, I don't know, but anyway, just be aware of that. That is a word to the wise when it comes to these issues. See, here's the deal, buying a chair is pretty easy, right? You look online, you go to a store, you know, you figure out what chair you want, you get the deal you want, and you feel great, and you buy the chair, piece of cake, everything's just fine and dandy up to that point. But that, after that moment, when your order has been consummated, and it's been paid for, and that order is done, on your part, that’s when the real work starts. Because we've got to make sure that that order gets in to the manufacturer, or the importer, the massage chair company, we got to make sure the right chair is shipped out, we got to make sure the right color is shipped out, we got to make sure that you – you got to make sure that you get the right chair, when it gets delivered to you, you got to make sure you got the right color, you’ve got to make sure that there's – you know, that you're getting the number of boxes you're supposed to get. If there's a problem with the chair, you got to make sure that you can get a hold of the company to take care of whatever problem the chair has. If you have warranty issues, you got to make sure the warranty support is there. If you have a return, you got to make sure you’ve bought a chair from a company that will make sure that you get your return taken care of.
[SCREEN TEXT: Make Sure You Understand Any Return Policy Before Buying!!]
Alan: Man, and you got to make sure that you understand the return policy. I had an email from a customer that wanted to return a chair, and he said 'Well, you know, I want to return my chair, and from what I understand of your return policy, it's 90 days from the date of purchase,' and the day I got the email was exactly 90 days from the date of purchase. Well, guess what, that was 90 days from the date of purchase, I have to have that chair to me within 90 days of purchase, and some people think it should be from 90 days from the time it was – or no, he thought it should be from the time it shipped – he says 'I was under the impression that it's 90 days from the time that the chair arrived at my home.' It's not, for our policy, it's from the time of the order, unless it's back-ordered, then it's from the time that the chair ships out. Well, make sure you understand that return policy, and if it's 90, if it has to be there in 90 days, within 90 days, make sure you plan ahead, to make sure you’ve got the chair packed up, you contact us to get the delivery people there, and I mean, we take care of the return shipping cost, but it's got to get here within 90 days. If it's not here within 90 days, then we charge a restocking fee, and if it's here after 110 days, we don’t accept it at all, there's no return. So, make sure you understand the return policy, and we have best return policy in the business, and people still gripe and groan about it, if they're late, or if they didn’t read the policy, or if they're finding out at the last minute that they didn’t do it, they didn’t read it right. It's all explained perfectly, or maybe not perfectly, but as well as can humanly be expected at this point in time on the website. My policy is very, it's not a nebulous policy. We have a 30-day return policy. Well, what does that mean? 30 days from the time it ships, 30 days from the time you order it, 30 days from the time that it arrives at your house? Do I have 30 days to let you know? Do I have 30 days to have the chair to your place? Do I have, you know, who's paying for it? How much do you pay? How do I pack the chair up? Who do I use to do that? Are you going to take care of that? Make sure you understand the return policy because I'm telling you, that can be a nightmare. If it's not laid out in black and white before you buy the chair. So, to summarize, buying the chair is easy, taking care of the purchase after the sale is huge, and that’s what most people don’t anticipate, and don’t understand, and don’t think about. So, again, another word for the wise, from years of experience, and years of mistakes on my part, years of mistakes on customers' parts, make sure you know, make sure you know what you're getting in to.
[SCREEN TEXT: 888-259-5380]
Alan: That’s all I can say, and if you have any questions, of course, call me. You can call me any time at 888-259-5380, I'm always available, or one of my staff is always available to talk to. Well, that’s about it. I'm Dr. Alan Weidner from 'Massage-Chair-Relief.com.'
[SCREEN TEXT: Please "Thumbs Up" Like This Video!!]
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