I read this with some intrest as this sounds like a normal saturday for us.
Very very few people who use non specialist model shops are racers so normally its people trying to but a part for an item they dont know any info for. ill take you through a normal convo,
C: I need a pullstart for my petrol car
ME : Do u know any info make model etc?
C: its a blue subaru
ME: Ok is it tamiya,thunder tiger do they ring a bell?
C: Dunno just want a pullstart
ME: IS it possible to bring car in so we can sell you correct part?
C: Your useless ( followed by barrage of abuse)
This happens every weekend an gets fustrating as we are here to help, so whilst i agree the customer experence people here have had is not good enough, most shops do try but 4 or 5 hours of the above can take its toll
Also on the discounting by online shops on items, this will kill local model shops eventually as some do absolutly silly prices, not just car stuff but model aircraft and heli mostly so they cannot be making any money on the product. This devalues the product and TBH they normally do not give the back up if theres is a problem which leads to the good old LHS to do it for the importer. We cannot survive as an industry without your custom no matter how big or small.
This is a really big problem with Trains and Scalextric especially since the Xmas rush after the James May programs.
A lady who had bought her son a Scalextric set from Amazon couldnt understand why that when it didnt work that we wouldnt repair or replace it. Its not our responsibility.
We are a Hornby service dealer but we cannot xchange items not sold by us when in reality she only saved 5 to 10 pounds.
Just remember if you have to take something back because its blown up or youve broken it be honest if you think its your fault, were not silly an will normall respect an honest person and help them a lot more.
Serman over lol