Poor Service from B and H- Help!

07/06/2006 09:27:23 PM · #1

My mom got a new camcorder from B and H in May. I sent her there telling her that she would get good support and help with the camcorder.

She had to call them today about a damaged part that she needs help with. In a span of about 40 minutes she was bounced to 7 different departments, got no answer, and is calling me trying to help fix the problem.

Help! My poor mom is convinced that the folks at B and H are horrible, and more critically she needs help. Who's someone I can get ahold of to try and get this resolved.

I know B and H does a heck of alot better then this. Any help is totally appreciated guys. :)

Prof_Fate

07/06/2006 09:38:11 PM · #2

What's damaged and what help does she need?

B&H is in NY - go ahead and treat them like crap - it's the only way you get respect - be nice and you get the shaft.

NY's a tough town!

Canon EF 70-200mm f/2.8L IS USM

07/06/2006 09:41:20 PM · #3

A part on the DV cable apparently fell off while she was using it.

Prof_Fate

07/06/2006 10:22:00 PM · #4

doesn't sound like a b&h problem, more of a manufacturer's issue - call teh company that made the unit (sony, JVC, etc).

If it's out of warranty then buy a cable.

Trying to get b&h to replace it or something I would expect to be an uphill battle (with them or any store)

JRalston

Canon EOS-20D

07/06/2006 10:40:10 PM · #5

I've had issues with B&H and damaged items. I agree that it may be easier to just deal with the manufacturer. Good luck!

coronamv

Canon EOS-350D Rebel XT

Sigma 24-70mm f/2.8 IF EX DG HSM for Canon

07/06/2006 10:57:08 PM · #6

Can you take a picture of the damage item? Was it broke in the packaging when received or did it fall off while trying to be used? Also if it is a cable how much does the cable cost compared to the hassle it may be to get the manufacture to replace?

07/07/2006 06:56:34 AM · #7

I appreciate the suggestions. I love the fact that DPCers are always willing to jump to the front and help out. :)

I brought the question up here because I know that at other points in time folks have had customer service problems at B and H and there's some people you can call to try and resolve the situation.

She's had the gear less than 2 months, so needless to say she's a bit miffed. :) The bigger issue is that she got run through the phone tree so to speak. Bottom line is this- the customer is not going to care who's fault the problem is. The customer wants the problem fixed. The customer has no relationship with Canon, they do have the relationship with B and H.

Now I know that others who've had problems have mentioned some folks who are helpful.

In terms of my background, I happen to work for another major US camera retailer. I've been a manager, and I do understand how the system works. I SPECIFICALLY reccomended B and H because I've had great customer service and I was comfortable sending my mother there.

I'd like to not have to rework that opinion. :)

hopper

Canon EOS-80D

Canon EF 35mm f/2 IS USM

07/07/2006 07:15:51 AM · #8

Unfortunately, all the world is run by people, and people's mood can change from moment to moment. In my opinion, a bad experience at B&H is rare. Perhaps they were having a crazy day. Perhaps your mom wasn't explaining the situation in a manor that could be easily understood. Perhaps B&H wasn't explaining themselves properly, etc.

Sorry to hear this, I also give B&H nothing but praise.

Canon EF-S 18-200mm f/3.5-5.6 IS

07/07/2006 07:24:00 AM · #9

Originally posted by hopper:

I totally agree. That's why I'm looking to track down a name to send her to. :)

CEJ

Canon EOS-40D

07/07/2006 07:40:48 AM · #10

I am surprised at this...I have purchased literally thousands of dollars of equipment from B&H and placed multiple calls for service/questions to them when problems have arisen and never had any trouble at all...be it dumb questions or in need of replacement parts, etc.

If it is a cable, most can be purchased as replacements from Radio Shack. Being nasty as someone suggested above does not work - with B&H or anyone else.

Message edited by author 2006-07-07 07:41:22.

Nikon AF-S NIKKOR 24-70mm f/2.8G ED

07/07/2006 07:48:40 AM · #11

I'm pretty sure it's just a failure to communicate. It happens to anyone. I just would like to get it fixed.

If nothing else, my personal professional reputation is a bit on the line here. I missed out on my own commission for this piece of gear because I knew I would not be able to support her. She wanted to buy it from me. I sent her to B and H. Now sure, it's my mom and she's gonna love me just the same. But dangit, I do like to know I haven't sent a customer into a black hole of customer service hell. :)

sfalice

Canon PowerShot SX60 HS

07/07/2006 09:50:54 AM · #12

LIke so many others on this site, I use B & H for lots and lots of my camera equipment. They have always been helpful, fair, and cost-effective.

I just looked at the B & H website as it pertains to customer service and found a pretty comprehensive list of what they can and cannot do about merchandise problems.

This might be helpful to you and your mom. Also, maybe it would be worth a try for you to gather together all the numbers on your mom's transaction and talk with someone at the store on her behalf.

And let us know what happens!

Good luck,

Alice

alanfreed

Nikon Z9

07/07/2006 10:05:27 AM · #13

I know there's a guy that's pretty high up on the food chain at B&H who is a member of DPC. Naturally I can't remember his name or username, but I know he had participated in the forums before and has addressed other people's concerns about service there.

You're probably better than I am at searching forums, and maybe you remember that conversation? I can't imagine it would hurt to drop him a PM if you find him.

Message edited by author 2006-07-07 10:05:41.

Canon EOS-60D

Canon EF-S 55-250mm f/4-5.6 IS

07/07/2006 10:11:05 AM · #14

This is the guy... Henry Posner. Maybe he can help Mom! :)

edit: The B&H thread, for reference.

Message edited by author 2006-07-07 10:11:50.

Canon EF 24-70mm f/2.8L USM

07/07/2006 10:17:12 AM · #15

Ta! That's what I couldn't track down. Laurie, Alan you guys ROCK.

Prof_Fate

07/07/2006 10:46:31 AM · #16

Forgive me if i'm confused by your post above...but you said in the same post:

Originally posted by blemt:

...I know that at other points in time folks have had customer service problems at B and H ...
I SPECIFICALLY reccomended B and H because I've had great customer service ...

So you know there are probelms with the CS at b&h, but you also feels it's good. ???

Originally posted by blemt:

I missed out on my own commission for this piece of gear because I knew I would not be able to support her. She wanted to buy it from me.

What can't you support? I would think if she bought the brand you sell from you taht'd be about the best support one could have. She would have had a brand that you know and could help with and she'd have an inside connection.

Unless your mother is like my mother in law...then yeah, i might send her to taiwan (one way tickets are pretty cheap i hear LOL)

As for the phone tree thing - IMO that's just wrong, and the quickest way to piss people off.

As for my comment about how to "relate" to NY'rs - be loud, short and blunt and to the point. ask for more than you want and don't back down or be intimidated. NYrs are nice people, but living in a large fast paced city seems to have affected them in some way - they're tough, talk fast and are hagglers. They're also quick to say 'take it or leave it'!

Some of it may be who/how you deal with and how you get referred there. I have dealt with a small place (compared to b&h anyway) in Jersey - similar outfit in may ways. But they work hard at cultivating and supporting pros and the service i get there is excellent. But they are NYrs and when I call it's almost like i'm interrupting them - you don't get that warm welcoming midwest greeting, that's for sure.

Message edited by author 2006-07-07 10:50:00.

MikeJ

Canon EOS-1D Mark II

07/07/2006 11:13:05 AM · #17

While I appreciate a curtious and helpful customer service person as much as anyone, being rude to them is not the way to get things done. I don't care if they are New Yorkers.

I think you are wasting your time dealing with B&H. If she had just bought it, she could send it back and get another whole camera. Since it's been a couple of months, she might not have that option. If they will let her exchange it, then cut through it all and ask for an exchange. If they won't let her exchange it, she should be calling the customer service for the product. The number should be in the warrenty information or on their web site. When ever I've had product problems, the manufactor or distributor is who I call. And most times, they have a new part or a resolution to me in no time. This is the company that is going to be most concerned about customer service of their product, not B&H.

So save yourself and your mom a lot of frustration and wasted time and call the contact number for customer service for the product. That will get you the fastest resolution for this.

Mike

coronamv

Canon EOS-350D Rebel XT

Sigma 24-70mm f/2.8 IF EX DG HSM for Canon

07/07/2006 11:33:53 AM · #18

Still wondering what happend to cause the damage or was it damaged in the packaging. Brand name exact part etc. I'm not trying to say she damaged it just wondering at what point the damage was realized. I mean a very good question is what kind of damage are we talking about? I am in no way implying that your mother did anything wrong, but I used to work retail in a mojor chain back in college and you will be suprised how many people don't understand the warranty and store policies. Also like before stated if you work for a major retailer that handles this item then why is it you cannot help or handle this for her? Just curious. thanks