IMO it's all a bit of a mute point really. There are 2 types of people that will spend > $1.5K on kit. Those that have the money and those that are infected by the coffee bug that may not necessarily have the $$, but will justify the expense as part of the ongoing upgrade elevator they are moving on. The split is most probably 1% of affluence and 99% of gritty determination to achieve better results in the coffee cup. In all cases, research will be done - just like buying another car, house or planning a big holiday - these things are not executed as spontaneous decisions. Following on from the ClickFail debacle earlier in the week (which I personally found highly amusing) buyers will do their research using a variety of tools. These days, less of the research quota is fulfilled by the in-shop service - much to the angst reported by the press who have their own high-margin businesses to protect (yet another conspiracy). However, there is nothing that the web can do to create the sensation of seeing, touching and using a product. So, if the white-box movers decide to range high-end kit and whether or not they can provide value-add services, it really does not matter at all. For all the pros and cons about pre and post sales support - people buy when they can realize value - which is a different equation for everyone. These days, it's more likely a game of price comparison and a secondary concern is advice and support, although that is sometimes the emotion we get caught up in that confuses purchasing decisions as we flip and flop price versus long-term value from support. As a retailer, I have considerable insights into the "typical, contemporary Ozzie buyer" - I won't share all my thoughts but I will say that price is king - full service is assumed as included (and then some more) so all the talk about retail and declining standard of service support is just a big smoke screen.
