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Where to buy: readers rate walk-in and online stores, based on 90,000 purchases.(Survey)
You might not yet know which flat-screen TV, digital camera, or laptop you'll buy this holiday season, but chances are you'll enjoy the hunt. Our latest surveys found that shoppers were very satisfied with their experiences buying computers and other major electronics, more so than for most other services we regularly cover.
[ILLUSTRATION OMITTED]
Moreover, online shopping was more satisfying for every category of electronics we surveyed--even big-screen TV sets. Where most walk-in retailers offer either low prices or wide selection, some online retailers offer both. They also offer freedom from a prime irritant of in-store electronics shopping: the pitch for an extended warranty you almost certainly don't need, which three-quarters of walk-in shoppers were forced to endure.
Often, of course, convenience or the desire for face-to-face assistance drives you to a walk-in store. In fact, most survey respondents shopped that way for major electronics purchases, and some brick-and-mortar stores scored almost as high overall as the best Web sites.
TOP WEB SITES AND STORES
No single retailer has it all--the best prices, selection, product quality, and customer service--according to our separate reader surveys on computer retailers and other major electronics retailers, conducted by the Consumer Reports National Research Center. But two of the highest-scoring retailers for electronics, both of them online stores, came close: Crutchfield.com and Amazon.com offered above-average selection, and they matched the best walk-in stores for the quality of products they sell. Crutchfield had the higher marks for customer service; the site promotes its phone and online "sales advisors," even running photos of them and messages from them throughout the site. Amazon had the better scores for price.
Both Web sites stood out for the quality of the sites themselves. User reviews were among the online shopping tools that survey respondents found to be very helpful when buying major electronics items, and Amazon offers plenty. Crutchfield offers a host of online guides, selectors, and articles to help educate you about your purchase.
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