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DPChallenge Forums >> Hardware and Software >> Use Adorama Camera Buy Program At Your Own Risk!
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 08/14/2011 08:18:23 PM · #26
Originally posted by HelenOster:
He was indeed quoted $2100 expected re-sale value, and listening to the recording of the call, the rep DID in fact advise that we pay up to 70% of the expected re-sale value. This is to cover our costs such as advertising, storage, cleaning, staff etc etc.

I have to say that this problem could probably have been avoided but not using a method of quoting estimates almost certain to cause confusion, and even in the best of circumstances is only of advantage to the seller.

I'm almost sure the OP "heard" the term "resale price" as what he could re-sell it to you for; by claiming he didn't hear the "70%" part he's now extracted (extorted?) an extra $600 out of the company.

Even if the potential seller clearly understands your use of the term "resale price" you've just given them a free appraisal/pricing guide for posting elsewhere.

Why go into what you expect to sell it for anyway? Simply quote what you are willing to pay (pending inspection), and be sure to point out that you provide free shiping both ways, so the only risk to the potential seller is possible time lost if the equipment appraises for less than the phone estimate. I think that would be a lot clearer for everybody.
 08/14/2011 08:35:25 PM · #27
Giving the $600 back was above and beyond. I can't believe it. I believe if Adorama made a fair deal according to their stated policies then giving $600 back is strange. I hope the $600 wasn't raised just because a rant was posted in the DP forums. I know that these forum posts can rise to the top of Google searches pretty fast.

The customer should be very happy to receive that amount for his gear. He may or may not have gotten that amount selling it outright on ebay.

Originally posted by HelenOster:
Originally posted by IAmEliKatz:
What a bunch o bastards.. Thanks for the info


Strangely enough, I take exception to that comment - and on Tu b'Av, as well........

Even though the OP has not yet responded to me, (and this incident took place a month or so ago), we've been able to ID the transaction, today. He was indeed quoted $2100 expected re-sale value, and listening to the recording of the call, the rep DID in fact advise that we pay up to 70% of the expected re-sale value. This is to cover our costs such as advertising, storage, cleaning, staff etc etc.

We also need to allow for the costs involved for us as we pay the shipping into Adorama - and if the customer is unhappy with the quote we also ship it back at no cost to the customer. We also offer all our used equipment purchasers a 90-day warranty which includes a 30-day returns period. The cost of this has to be factored in.

70% of $2,000 is $1,470, however, the customer was sent a check for $1,500.

We would gladly return the unit to him, however it has already been sold; not for $2,100, but for $2,000 straight.

Nevertheless, we are in the process of raising a check in the sum of $600 to send to the customer, therefore Adorama has made a loss on this transaction.

Had the OP called us up right away and spoken to our used department team manager this matter could have been addressed immediately, however, he did not.

Helen Oster
Adorama Camera Customer Service Ambassador

08/18/2011 04:34:02 AM · #28
Originally posted by kenskid:
Giving the $600 back was above and beyond.....I hope the $600 wasn't raised just because a rant was posted in the DP forums.


Yes it was - on both counts.

Sometimes we have to be pragmatic and make decisions based on the long-term success of our business, rather than emotion. Although a 'thank you' from the OP would have been nice, it was not expected.
 08/18/2011 09:09:26 AM · #29
Originally posted by HelenOster:
Although a 'thank you' from the OP would have been nice, it was not expected.


LOL, I think your expectations are, unfortunately, in line with reality.

ETA: Good on you, and Adorama, for taking the high road.

Message edited by author 2011-08-18 09:10:03.
 08/24/2011 03:39:19 PM · #30
Originally posted by Neil:
BTW - I recently (well six months ago) ordered a bunch of stuff from B&H, and like many here, they are a top notch operation. Next time try them. (They also have a rep here who was helpful to me.)


Thank you.
 08/24/2011 05:10:06 PM · #31
Thanks, HelenOster, for resolving this case magnanimously. It is an unfortunate fact that gripes like this are recalled vaguely for years, and people base buying decisions on them. I've had a vague impression to avoid Adorama based on bad word-of-mouth from years ago, but your actions have shown the company to be quite different than my vague impressions. Adorama is definitely an option for my next purchase.
Also, henryp - thanks for posting here as a rep. of B&H - I have purchased from them (my current lens), and found them to be very good to work with.
08/24/2011 07:19:52 PM · #32
bought from both adorama and b&h, never had a problem with either. However, I would PREFER to sell my gear on ebay, that way I have some control over what I will get for the sale. however, my buying experience on ebay has been hit & miss. Kenny, don't go there. I think adorama is going above and beyond for the customer, even though the customer may have misunderstood. Congrats to you for your customer service. It's nice to see things handled the way they used to be.

Message edited by author 2011-08-24 19:21:08.
 08/25/2011 02:09:49 AM · #33
Originally posted by dtremain:
Thanks, HelenOster, for resolving this case magnanimously. It is an unfortunate fact that gripes like this are recalled vaguely for years, and people base buying decisions on them. I've had a vague impression to avoid Adorama based on bad word-of-mouth from years ago, but your actions have shown the company to be quite different than my vague impressions. Adorama is definitely an option for my next purchase.


In truth, as recently as June 2005 we had a miserable customer rating of only 3.75/10 at reselleratings: //www.resellerratings.com/store/view/Adorama/page/7

Since then huge and far-reaching changes within Adorama have brought us up to 9.62/10.

Not quite yet a 'perfect 10' but headed in the right direction - & we are extremely proud that there is now barely anything between Adorama and our closest competitor!
 08/29/2011 01:10:17 PM · #34
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Yes I am here.
I'm a busy man and am not here anywhere near as often as regular members.
I was involved with DPChallenge back in the day when I was participating a few of the challenges but had since been inactive... all of that is true.

No I do not troll forums.

The simple fact is this:
I needed a sounding board to share my experience.
The 2 forums I chose were selected BECAUSE of the exposure my post would get.
Would you rather I post in some obscure little dark cavern in cyberspace that no one reads?
I think not.

I did not see the previous posts until today.
I was contacted by Adorama about a week ago via telephone.
They said they heard somewhere that I was not satisfied with the transaction.
The rep went on to tell me the same story they started with that the quote was the quote and that it was "my misunderstanding" and they did nothing wrong.

Note that he said "we heard somewhere" this will be relevant in a second.

Frankly after a few minutes I was prepared to hang up as I had heard this crap already.
As I'm sure he began to hear the frustration in my voice he rudely cut me off and said:
(paraphrasing)

"Well we're going to go ahead and send a check for the balance of $600.
We've already sold the camera for $2100 otherwise we would send it back."

I don't recall the rest of the conversation in detail other than he continued to make it very clear that their position is that I am wrong, they are right, but they're sending the money anyway.

What he did do was make a "polite" request to delete my post in the forums.
Now isn't that interesting?
I thought they just heard "somewhere?"

Again, its this little things that show their true colors.
Why cant you just be a man and say...

"Richard it was brought to my attention that you posted on some forums that you weren't happy with the transaction. What can we do to make it right?"

Why play the stupid head games and use "phone tactics?"
Like I mentioned before I used to work phones, I already know the drill.
To continue badgering me, whether sending a check or not, is unprofessional and bad business.

You're welcome to read my response to Helen here where she basically attacked my post:
digital-photography-school.com/forum/other-digital-photography-gear/157644-adorama-equipment-buying-program-2.html#post1312131

This all could have been avoided long before it ever came to this.
Had they truly been interested in doing the right thing and keeping up their end of the deal they would have done so at the time of the transaction.

The ONLY reason anyone stepped up now is because they want to save their ass.

I voiced over and over "on the phone" that I was not happy.
And they repeatedly responded with the same offer: "Take It Or Leave It."

Does anyone really believe I would have got a friendly
"Sorry, here's a check" from Adorama had my experience not shown up here?

My position stands.
Based on the overall experience I have had with including how they handled the followup I will never do business with Adorama again nor will I recommend them.
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 08/29/2011 01:27:35 PM · #35
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Just to clarify as Im reading some of the other comments...

I consider myself an intelligent person.
I'm a business owner myself and Ive worked in sales for over 15 years.
I fully understand the importance of "the fine print."

Believe me or not, I drilled the agent on the details of the transaction prior to shipping my equipment. There was no grey area. The precise agreement was that I WOULD RECEIVE $2100 *IF* my gear was in the condition I said it was.

That was the only caveat to the deal.
My equipment was pristine.

He absolutely mentioned the "70% of retail" aspect.
However that IS NOT what he conveyed as the amount I should expect to receive.
The way he phrased it, with no room for interpretation, was that the $2100 WAS the 70% they were willing to PAY and what I SHOULD expect to receive.

Again, I drilled him 5-6 times for a straight answer.
After all I was blindly shipping my gear across the country to a merchant I had never done business with - trusting I would either get paid or get ALL of my gear back.

There was no misunderstanding on my part.
I was thorough in my research and getting details on the deal.
In fact I believe it took about a week going back and forth before I even agreed to the deal and shipped my gear.

So for what ever its worth, there it is.

I may not respond to this topic again; Ive wasted enough of my time dealing with them.

I wish you all success and good health.
~RB
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 08/29/2011 01:29:52 PM · #36


As far as I can tell, you have managed to do the complete opposite of what you wanted in wanting to steer people away. As I have now seen pretty damn good evidence that they have done their very best to make up for your inattention and hearing problem.

Originally posted by richardbravo:
.

I will make it a personal mission to steer as many people away from them as I can.

~RB

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08/29/2011 01:55:57 PM · #37
Originally posted by JulietNN:
As far as I can tell, you have managed to do the complete opposite of what you wanted in wanting to steer people away. As I have now seen pretty damn good evidence that they have done their very best to make up for your inattention and hearing problem.

Originally posted by richardbravo:
.

I will make it a personal mission to steer as many people away from them as I can.

~RB

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.


No, he's doing his best but Adorama is stepping up to the plate showing off good customer service. That's what quality companies do and why we shop at them. However, with the response that he got, he should be content.

I have never bought anything from Adorama nor do i have any affiliation with them, but seeing the way they responded to his thread takes away all doubt that i would ever have had.

Squeaky wheels get the grease.
 08/29/2011 02:15:55 PM · #38
If I ever use Adorama, I'll be sure to let them know ahead of time that I'm "Strikeslip from DPChallenge", and to be feared & revered !
 08/29/2011 02:57:00 PM · #39
Originally posted by richardbravo:
The rep went on to tell me the same story they started with that the quote was the quote and that it was "my misunderstanding" and they did nothing wrong.

They apparently have a recording of your phone call which seems to verify that you indeed "misunderstood" the quoted amount:
Originally posted by HelenOster:
Even though the OP has not yet responded to me, (and this incident took place a month or so ago), we've been able to ID the transaction, today. He was indeed quoted $2100 expected re-sale value, and listening to the recording of the call, the rep DID in fact advise that we pay up to 70% of the expected re-sale value.

I also don't hear you saying that you appreciate their making you happy satisfying your demands however unreasonable they may seem now ...
 08/29/2011 05:01:52 PM · #40
I, for one, have never had anything but good experiences with Adorama. I've found them knowledgable, responsible and fair. To be sure, I've never sold anything to them, but this thread shows how seriously they take customer service. I would not hesitate to buy from them again.
 08/29/2011 05:12:35 PM · #41
Originally posted by Spork99:
I, for one, have never had anything but good experiences with Adorama. I've found them knowledgable, responsible and fair. To be sure, I've never sold anything to them, but this thread shows how seriously they take customer service. I would not hesitate to buy from them again.


+1
 08/29/2011 05:18:34 PM · #42
Originally posted by markwiley:
Originally posted by Spork99:
I, for one, have never had anything but good experiences with Adorama. I've found them knowledgable, responsible and fair. To be sure, I've never sold anything to them, but this thread shows how seriously they take customer service. I would not hesitate to buy from them again.


+1


Ditto, another +1 (just to clarify, I have never had any issues on any merchandise I've purchased from Adorama. Very happy with them.)
 08/29/2011 06:36:31 PM · #43
Very interesting thread! On the one hand the OP had a point. I don't doubt his phone experience was as described (whether he caught all the nuances or not). New York is a tough town and the salesmen are hard, and not always 100% honest. "It's got Sony guts!" (ha!)

I visited a few camera shops in NYC person in the mid-'90s and once you're buzzed in the heavily fortified door it's sink or swim, no nonsense and watch your wallet.

On the other hand, Adorama went above and beyond in their response in this case (and I was amazed they actually had a rep on the forum who actually replied). How much of this customer service and followup is now necessary because the internet shines a huge spotlight on these and other businesses is anyone's guess, but it's got to be different from the '70s where you only had photo magazines and the occasional letter to the editor in which to voice your complaints. In those days, businesses surely got away with a lot more nonsense.

As for B&H, I've purchased a few things from them cross-country over the years and have been happy. Good to see them here too.
 08/29/2011 07:13:06 PM · #44
Originally posted by richardbravo:
.

Just to clarify as Im reading some of the other comments...

I consider myself an intelligent person.
I'm a business owner myself and Ive worked in sales for over 15 years.
I fully understand the importance of "the fine print."

Believe me or not, I drilled the agent on the details of the transaction prior to shipping my equipment. There was no grey area. The precise agreement was that I WOULD RECEIVE $2100 *IF* my gear was in the condition I said it was.



Let us assume that what you are saying is the absolute truth.

As a business owner, would you not prefer someone calling you and discussing the matter rather than posting some rather harsh comments on websites.

They may have erred in their process, but your response in this regard could have been much better.

Ray

09/11/2011 08:17:11 PM · #45
Adorama had an expo presence at Photoshop World in Vegas last week, FWIW.
 09/11/2011 09:15:01 PM · #46
I think we're all to some extent 'business people'. Had I been unhappy, complained and then paid the amount I 'thought' I deserved AFTER being told/shown that it was not part of the deal, I would be grateful and not continue the bashing.

It's none of my business but I would love to know what kind of 'pinch' the OP was in that had him selling his stuff at a price he didn't want. I've always waited (Ebay, friends or other means) to sell stuff I want. If I quote $1000 dollars and someone on ebay says "When it doesn't sell for 1000, I'll give you 400" I'd ignore that and relist if it doesn't sell.
 07/07/2016 09:54:01 AM · #47
I found this thread while searching for comments about Adorama trade-in quotes, and low and behold found other people with the same experience. Playing phone tag with Adorama is a waste of time. They called me, talked really fast, told me I'd get $1400 for my equipment. So I sent in my camera and FOUR weeks later get ahold of the guy and he tells me $750. WHAT!?
Now I've been without my camera for over a month, and for nothing. Absolutely do not recommend attempting to sell to Adorama unless you want low money (and it's not even easy because it takes FOREVER).
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