The Not So Frequently Asked Questions

As an audio/video consumer, you do your homework before you make a major purchase: researching, reading, and asking questions. You come to the store, phone, or Internet ready to buy as an informed customer armed with knowledge about the product.

You close the deal only to find some surprises (and not the "treat" kind of surprise you found in your box of cereal as a kid) when you get the product home. You can try on an article of clothing before you buy to be sure of the color, size, and design. You can't try on the big ticket A/V item. But asking the right questions can help you find the perfect fit for your needs and avoid those unwanted surprises.

I want to share a personal experience to illustrate this point. Recently my husband and I were in the market for a plasma TV. We wanted to "kick the tires" so we went to various large home electronics stores to see what was offered. One model in particular stood out above the rest in picture quality and design. To make the purchase we worked with a dealer we had done business with before. Delivery was scheduled. Our cabinet maker had been in the process of constructing a home entertainment unit with a lift cabinet and our company built the motorized lift. We needed the manufacturer's wall mount bracket to mount the plasma to the lift backplate. No problem, right? Wrong. The particular model of plasma we purchased has a very unique bracket, only available through the TV manufacturer, and it was on back order for eight weeks. Had we known this in advance would we have bought another model plasma TV? Maybe -- maybe not, but we didn't even know to ask the question.

Often when you visit an Internet website you'll find a tab for a section called "Frequently Asked Questions." In addition to knowing these answers, you need to have the answers to some "Not So Frequently Asked Questions." Here are some you may consider when shopping for your home technology.

• What options are available with the product? Some products come in "one-size fits all" and some offer choices and customization. You may want to look for companies that offer options in sizing, design, installation, etc. For example, in choosing a sound system, do you want built-in speakers, free-standing speakers, etc.? What are the installation options? Are there specific parts that need to be ordered? Are they readily available?
• If you do choose a built-to-order or customized product, what is the lead time needed for the date you'd like to receive it?
• In the purchase of a new TV, do you want CRT, plasma, LCD, or a DLP projection TV? What are the pros and cons of each? Do you want HD? Will an HD box from the cable company cost more per month than the digital box you currently have? Are your favorite channels being broadcast in high definition?
• What are the add-ons? Is the sales price all inclusive, or are there extra charges not specified until you're ready to close the deal?
• If the product operates with a remote control, what kind of control system is it? Can you use a universal remote to operate all your A/V components? If the components are enclosed behind doors, how will the remote work without a direct line of sight?
• What does the product warranty cover? Many companies offer warranties with their products. Does the warranty cover repair, replacement, return shipping? Is an additional warranty available at an additional charge, and do you really need the extended warranty?

There are probably more questions you'll have, so write them down as you think of them. After you've asked the right questions, how do the sales reps answer them? Do they answer with knowledge and a smile? Do they clearly present the specifics of their product and make sure your unasked questions are answered? Do they admit when they don't know the answer, but get back to you as soon as they get the information?

When you do your research and know what questions to ask, it will be no surprise how delighted you will be with your new A/V purchase.