[AMA] I Am The Operation Manager at MSY Head Quarter, Ask Me (Almost) Anything

[UPDATE] 5:18PM 20/11/2017: Due to no more post coming in, AMA is officially closed now.

[UPDATED] 11:43AM 18/11/2017: There are a few accounts in this thread marked "Associated". User name "beetran" is the only MSY account with OZBargain. The rest of other users are not associated or related to us. Guys, I am just doing the AMA to bring MSY closers to everyone. Please do not mess around like this.

Hello everyone,

I've been a OZBargain follower for many years and I thought it is the time for me to contribute back.

A bit about myself:

  • I am the Operation Manager
  • I am based in Melbourne head quarter office
  • I am a male

Disclaimer: all my reply here express my personal opinion only, not representing MSY.

Let's start !

closed Comments

      • I would very gladly pay more for parts of the service was more reliable.

        • Then you are in the minority. Most people prefer to pay less regardless.

          Also, you are helping to get staff in trouble.

          MSY dishes out warning letters like free alcohol on an airplane.

        • @KSMLJ: That's possibly not the best simile, as all the flights I go on there is never any free alcohol.

        • +1

          @Fybre:

          Noted, will try to do better next time :)

    • +1

      Thank you for your valuable feedback, we will keep a closer monitor on the opening hours of the store and make sure the store is open for business during scheduled trading hours. May I know on which day the store were open late?

      • I don't go in there every day, but intermittently, whether it's a Monday a Thursday or a Friday (like today) there's something wrong.

        Today it just said "not open today. Resume back on Monday". It's not a national, state or local public holiday so why are they closed?

    • Hi St Nick, thank you for your feedback. I will report back to HQ and check the security camera to do further investigation on this case. In the future, if you have any issue, please send me an email to [email protected] and I will sort it out for you

  • -2

    You guys should accept Afterpay for orders that include all five GPU/CPU/MOBO/RAM/PSU(or case with PSU). You'll get way bigger orders that way, instead of people just buying one part from MSY and the rest from wherever staticice tells them to go. Afterpay's own $1,000 limit would basically mean you're offering it for complete low/mid range parts only. The 6% fee Afterpay charges you will be made up by people spending more money than they otherwise would have at MSY. People will buy whatever RAM you happen to have in stock if it means their order can qualify for it. It'd also make you basically the only real computer store that accepts Afterpay. There are some drop shipping merchants selling video cards online through Afterpay, but they have such ridiculous markups that it's not even worth considering. It feels like there's a real niche waiting to be filled for low income gamers wanting to build budget gaming rigs, but who won't have the money for it until two months from now.

    • We are teaming up with ZipPay to provide potential shoppers an alternate flexible payment method. ETA is Feb 2018

      • +2

        ZipPay would be a step in the right direction but a lot of customers prefer Afterpay because they don't do any kind of credit or income check. Afterpay would only charge MSY a little more than ZipPay. There's plenty of people who can't or won't use ZipPay, but are happy to keep spending on their Afterpay account. It's easier for some people spend tomorrow's money today.

    • Personally I would find the $1000 limit would put downward pressure on sales impacting the business if you limit to system orders.

      Typically a computer with the 5 is significantly more than 1000
      If you drive people to the carrot of 1000 they will not buy the 1500 one.

      If you discourage people from getting the
      $900 CPU or graphics card by excluding single item orders, computer store rely on selling the high end equipment.

      • MSY have done 20% when you buy one from each of the five (or was it four) categories. Think it was just one days only. It makes sense to me. Instead of going to MSY to buy a single part it gets you buying a whole computer. MSY is never the cheapest for everything you want in a computer so the customer will be eating some unwanted markup somewhere in their system, which would pay for the up to 6% cut that MSY has to give to Afterpay. There’s no other computer store that has it, I’m telling ya it’ll make MSY standout from everyone else for a while if they offered it first.

  • +2

    MSY have great prices. But I don't want to stand around waiting for an hour while the guy in front of me asks the dumbest of dumb questions ie. Can I upgrade the onboard graphics card in my cheap-arse laptop built in 2001.

    Can you please implement an application that lets me pickup my ordered parts within a 5-15 minute window with a 99% certainty? Then I would be far more wiling to order from MSY, instead of a more expensive online website that doesn't waste my time.

    • +1

      Is it going to cost MSY money?

      If the answer is YES, it's not gonna happen.

    • MSY Technology is implementing a new ordering system that will greatly shorten in-store wait time for online customers to collect their order(s). In the mean time, we will work closely with branch staff to improve stock accuracy and faster turnaround time, especially for online customers.

    • +1 for this. 10-15 years ago, it was better.
      You'd have a long queue, but it was of nerds with a list of components and it moved fast. There was an unwritten rule "if you have questions, go to Harvey Norman".

      The last few times I've gone there, it's been full of computer-illiterate boomers asking questions, asking for advice or making pointless chit-chat.

  • -3

    What's your first language ?

  • +5

    When eating caramello koala do you start at the head or it's feet?

  • I heard MSY deal in grey imports, is this true?

    • +2

      We only sell local stocks. No grey import at all

      • +1

        You should start selling whatever is the cheapest, we don't care if it's grey, so long as it's stated clearly.

        • +3

          The distinction between local stock and grey import doesn't apply when they buy direct from the manufacturer. All stock is local, they imported it

  • +4

    For the people still reading this, MSY management is a bunch of profanitying profanityers.

    Having said that, most of the ground staff are good people, but have been run rough by management people who can't tell elbows from arses.

    Be nice and take it easy on them (the sales staff, abuse management level people all you want), it makes their day, and they will reciprocate.

    Most of us leave under a dark cloud, but I will still buy stuff from MSY as they are still the cheapest, most of the time.

    Peace out.

  • +1

    Why is there only one or two guys working at the msy Brooklyn, Vic store on a Saturday? The waiting line normally reaches the door…

    • +1

      We are working on a proper roster to implement in the future.

      Also, a new ordering system is coming next year (Feb-2018) with better stock level. Everyone can order online and pick up same day or next day without any hassle.

  • Why does your Auburn store have dumb customer service

    1 wanted to buy some case fan for around $50, have this in $2 coins which I neatly laid out on the counter in 5 piles ( each pile was 5 x $2 to make a total of $10 across 5 lots = $50) to make it easy to count. idiots response arrr we are too busy to count the coins for this sale…. please use card.

    2 I want to buy that MacAfee anti virus that was currently on special and advertise on the front page of ur website plus a whole heap of other stuff to the value of 1k, idiots response - what is part code as we have too many items code to check. my response " mate its on ur banner on the front page of ur website there is only 1 MacAfee anit virus on special there" then made a huff noise under his breath casue he was couldnt be stuffed checking the ur own website for the special. What a douche bag, mind u I did have the part code of the other stuff I wanted to buy the antivirus was a last minute purchase

    That was over 1 year ago as now I go to JW computers/mwave / Umart, pay a little bit more but at least I don't have to deal with numb skulls and wait forever in line to be then told we are sold out.

    • +4

      Thing is they don't actually have to accept that payment. These guys are constantly busy, so I don't totally blame them for not wanting to check the change, still $50 in $2 isn't too hard to do.
      Every MSY store I have been to also has a computer there so you can look up the parts you want. Essentially it's their business model… line up, give part no, get parts. Don't bother chatting.
      Although lately I've noticed they are being friendlier, which is a pleasant change. Bad customer service doesn't have to go hand in hand with cheap components. The two are not inextricably intertwined.

    • +4

      https://banknotes.rba.gov.au/legal/legal-tender/

      A payment of coins is a legal tender throughout Australia if it is made in Australian coins, but this is subject to some restrictions about how much can be paid in coin. According to the Currency Act 1965 (section 16) coins are legal tender for payment of amounts which are limited as follows:

      • not exceeding 20c if 1c and/or 2c coins are offered (these coins have been withdrawn from circulation, but are still legal tender);
      • not exceeding $5 if any combination of 5c, 10c, 20c and 50c coins are offered; and
      • not exceeding 10 times the face value of the coin if $1 or $2 coins are offered.
      • You can actually still spend 1 and 2 cent coins? I'm sure I remember a big rush to spend them all before they were withdrawn, but maybe my family just misunderstood.

        • these coins have been withdrawn from circulation, but are still legal tender
          i wouldve keep them instead of spending

    • +7
      1. Give me more details to [email protected] and I will send them a bloody warning letter
      2. This is ridiculous. Give us another chance, if it happens next time, help us pin-point this guy and I'll sort it out ASAP for you.
    • You're lucky, you only have to deal with them once. I have to work with numb skull weekly

  • +2

    How profitable is the hardware business. You have done well by not only surviving but thriving all these years with store opening all the time. How well do you see yourself growing with online competition from Amazon and others? Also any plans to have online orders like the rest of the industry?

    • +3

      Really slim margin to be honest. We may suffer a bit once Amazon arrives but we do have our own strategies in place for the next 12 months to grow the business.

      As I have mentioned before, a whole new online order will be out Jan/Feb 2018. Everything will be industry standard.

      • so this change in business practice is from the threat from Amazon, or was it to improve customer service?

  • I haven't been to MSY (Mitcham) for a few years now, but does the customer service still suck?

    • Should be better now. We got a few new guys in Mitcham store as of now

      • Any chance of a new store a bit further East?

  • Why is your website such a mess? Have you seen www.umart.com.au? Its much cleaner and it's been much the same for almost 20years

    • +2

      New year, new website. Promised !

  • +1

    What happens with all the old boxes and display equipment like cardboard display stands and posters?

    Some of those things would be really cool to have in a computer room and it'd be a shame if they were just thrown in the bin.

    • +1

      Most of the time we take them back to the warehouse and sitting there collecting dust

  • +1

    Thanks for doing an AMA OP. Do you guys have a social media strategy or is it just - we have "a marketing person" in the marketing team.

    • +1

      There are so many things that we can do on the marketing side. A new 12 month-marketing plan has been approved, starting next year

  • +4

    OP, can you get Auburn staffs to smile please? Always feels like a funeral there.

    • +2

      Been there lately? They've been positively gushing. I thought I was in the wrong place… I even got a "have a good day". I was very pleasantly surprised!

      • Looks like I have to pay a visit soon!

    • +2

      I think I will put this requirement in when looking for candidate :)

    • Same in Fyshwick, they look like they want to kill themselves.

    • lol I just made an account to + this
      I've been there a few weeks ago to buy an SSD
      They're 1000% better than before

  • do you guys do wholesale? If you do, can you PM with those details?

    • +1

      If you would like to do wholesale deal, please send us an email to [email protected] and we will get back with the best pricing for you

  • Please let me calculate postage cost without logging in.
    I can deal with the crappy site. This I can not deal with and often results in me not even calculating cost of parts on MSY because of how long it takes to go through the process compared to other sites.

    That is all, thanks.

    • +1

      New website has this feature :)

      • Very happy to hear.

        Often when I could be assed logging in at least half the time MSY was cheaper by a few dollars (after adding postage), but I'm too lazy for that lol

  • +6

    Your boys at Ultimo are total legends. I work with computers and always get my parts from there and I love those dudes. Always say I'll 'see them next time' cause I'll always be back.

    Legends. Love MSY.

    • +4

      Thank you for your kind words

  • How do you get a job at MSY? I'm doing Comp Engineering at Uni in Mel. Love comp and parts and such. Do I just apply?

      • +1

        What about that skinny white dude that works at the Adelaide CBD store, how did he get that job?

    • +3

      Holy moly, ive never worked there but your doing a degree in comp engineering surely your prospects of finding work aren't that bad? I would focus on getting internships or cadetships with the government pr other potential employers above all else.

      • +1

        Yea I know what you mean, but I'm still doing my degree and I feel like with my current workload I just won't have the time to do much else part time. Building computers and such, I just love doing that and that probably wouldn't hamper me too much. Also I just love building computers, it's really satisfying and almost a stress relief for me LOL.

  • +1

    I buy Logitech keyboard many years. USB break no work I take Mitcham store. I give phone go home. Me forget. Me go holiday. Me go LAN party. Me go court punch bastard mistake suspended sentence. After most year I get call. They say no USB fix come pick new. I say who you what you want? They say come get free keyboard. Then remember break USB. I go store get new keyboard. Feel like Christmas. Me very happy. Me love MSY.

    • +2

      Thank you for your kind words

    • +3

      ME LOVE YOU LONG TIME, YOU TOO BIG

      • -4

        While i appreciate your feedback, what you have said relies on racial stereotypes and is therefore both disrespectful and inappropriate.
        I would ask that you desist from engaging in such conduct in the future.
        Thank you.

        • No wonder ur an Angry Chicken - its ok for you to write that you know half English but when another person writes in the same style u put them down. I'm gonna go get my self chicken nuggets and eat it slowly and think of u cause I LOVE IT LONG TIME

        • -3

          @StarletGT21: That was my joke dummi. People are so literal these days…

        • +1

          @AngryChicken: Guess that was my joke back to u dumb ass

        • -4

          @StarletGT21: I do joke first i win where my prize?

    • O.o I'd chip in $5 for you to get an English tutor…

  • Why don't MSY staff pick up the phones? When I go I hear the phone ringing yet no one picks it up

    • We have performed some changes to the call centre. Please give us a try starting next Monday. I am pretty confident to say they will answer most of the phone call

  • Hi, will the stock levels of the stores be regularly updated on the new web site? Have you guys looked at improving this experience for your customers?

    It's very annoying to check the site for an item which says its it is stock and then go into the store and there is none available.

    And, it's no good trying to call, as most of the time no one answers the phone calls.

    My local store is Plympton SA by the way.

    Thanks

    • +1

      With the current infrastructure, it is a bit hard to get live stock level.

      However, new website coming in Feb-18 will iron out most of these issue and bring up the shopping experience to a whole new level

  • +1

    Hello
    Why is it that despite the disgusting way your staff treat the public, you think that this is ok.
    I stopped buying at MSY because of the disgraceful and condescending way your staff treat your customers in Sydney.

      • +1

        If this is a reference to Ultimo then I'll happily defend those guys. Sure they may be a bit dry at times but they are incredibly useful if you aren't a knob about it and you get out what you put in.

    • Hi mate, it is not OK. New management and KPI system are in place, we will follow up and make sure everything is up to the standard

    • +2

      Maybe you are one of those people who hold up the line with a million questions.

      • +4

        Line of 20 people, guy in front asks, "Ummm can you recommend a monitor for my girlfriend?". I just want to pull those muppets out of the line and beat them with a parts list.

      • As it turns out i am an it infrastructure tech for a living. When i go to buy, i know exactly what i want. I dont need to ask the person behind the counter anything.
        The staff are rude. They arent interested in serving people. Auburn is the single worst store i have ever been too.

  • -1

    Most sale items at MSY are always out of stock. Went there (Ultimo) with a list of 5 items to buy one day and walked away with nothing.
    I guess as the ops manager you are to blame

    • +8

      Noob. You gotta show up to MSY with a list of five alternatives each to the things you actually want to buy.

    • +7

      If you rock up and sale items are out of stock, ask them to do back order with free shopping for you (except clearance items). This is the service that we offers to make customers happy

  • +3

    Ok, I have a question. Why don't you guys accept tap and pay [at your Ultimo store]. Seems really odd that you don't embrace modern tech and is really inconvenient (I use Android Pay)

    • +4

      I just assumed they want to encourage cash payments for tax evasion purposes.

      • +1

        I imagine credit card fraud, kids borrowing mum's paywave might be another reason

      • +1

        that's what I thought at first but then they issue sales invoices for warranty purposes so "paper trail" do exist if ever the ATO wants to audit them. I bought an item from Ultimo a year and so ago and paid using an ING card. I believe not accepting tap and pay is more to do with such payments being routed via master/visa instead of EFTPOS thus they are charged higher merchant transaction cost.

        • +1

          Can confirm pay pass merchant fees are slightly higher.

          In a store that sells low value items, the time saved in serving people probably makes up for it.

      • +2

        As long as they pass the tax evasion savings to the consumer, at least in part, I'm all for it.

    • +3

      Credit card fraud, charge-back and so many other issues. Since we have so many transactions everyday, the risk is just too high

      • Not sure that makes any sense. What is different from all the other stores that successfully offer the service?

        • People dislike them enough to try on principal lol

  • +4

    Compared to everyware else the store in Hobart is a dream! There's never a line, it's so peaceful. The staff do as much as they can to help out the computer illiterate customers.

    Will there be another store opening in Tassie?

    • +1

      +1 for Glenorchy store. Great service.

    • +1

      Thank you for your kind words :)

      • +2

        Give em a raise

  • -4

    Hi

    I often visited China for business and I used gmail and WhatsApp .
    Can you recommend a reliable VPN that I can use whilst I am in China
    Many thanks

    • +1

      Too technical, can't help :(

    • Get a fastmail.com account, get gmail to forward your messages there.
      Use "Signal" instead of WhatsApp while you're there.
      VPNs are unreliable in China.

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