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03/11/2005 05:51:32 PM · #1 |
Well, I got my lowepro mini trekker aw today...it's nice and broken. The largest inner pocket's zipper is missing about 3 teeth...making it impossible to close -- that's just great!
Is there supposed to be an 'all-weather cover' with it or is the bag itself the 'all-weather cover'?
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03/11/2005 05:55:50 PM · #2 |
The news gets worse, only the Mini Trekker AW has the All Weather cover.
Sorry should read better....
The cover is in a velcro pouch on the bottom of the bag
Message edited by author 2005-03-11 17:58:20. |
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03/11/2005 05:57:29 PM · #3 |
That stinks. There's nothing worse than waiting for and finally getting a new toy...only to find out something is wrong with it. :-( Hope they can quickly send you another.
Jen
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03/11/2005 06:07:31 PM · #4 |
When you get a new toy and it is broken there is but one thing to do - throw a temper tantrum! LOL
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03/11/2005 06:18:41 PM · #5 |
There is definately NO cover in the bottom of the pouch.
On top of that, I just spent 20 minutes on the phone with 'Darlene' and apparently, I'm SOL -- unless I have another $130 to order another one and then when I send this back, I can get that refunded (which I don't have).
To top it all off, I am instructed that I CANNOT use this one because then they won't refund my money -- which basically negates the $15 I paid for 2-day shipping (which they WILL NOT refund).
Then she refused to get me a manager or supervisor for 10 minutes until finally, she hung up on me.
--
I WILL NEVER do business with ritzcamera.com EVER AGAIN and strongly advise against it by anyone but my worst enemies.
Oh man I'm lit like a fuse now!
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03/11/2005 06:22:01 PM · #6 |
| Im sorry that this hapened :( maybe you should keep calling...?? |
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03/11/2005 06:26:05 PM · #7 |
Originally posted by deapee:
Then she refused to get me a manager or supervisor for 10 minutes until finally, she hung up on me. |
calm down and call back. very, very calmly explain to whomever you get on the phone that you need to speak to a manager. relay to the manager exactly what has transpired. if they won't help, calmly ask for their supervisor, and keep bumping it up the chain.
if you do not get through and get this resolved, pm me. i have the name and number of their vp of customer service around here somewhere.
Message edited by author 2005-03-11 18:26:48. |
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03/11/2005 06:26:38 PM · #8 |
They claim to have a money back policy--if somethings broken, they should pay return shipping, and ship the next one free. Then you only paid one way shipping, like you originally expected.
If not, send a polite but firm email into the "central" email address. Also post to resellerratings.com, and leave it "open" for resolution, and let them know you are doing that.
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03/11/2005 06:31:59 PM · #9 |
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03/11/2005 06:32:25 PM · #10 |
can you go and beat them up at a local 'ritz' store? i know the stores will order stuf in for you from the .com part (yes, you pay inadvance) but they can take it back right then and there if you don't like it. I have had 3 differeent stores tell me this when i went looking for items.
can you just return it for credit? you can go to a ritzstore to order one - or perhaps call one of the stores and see if a local one has it in stock (there are 2 in robinson, one in beavercalley mall, one in cranberry (maybe 2) and the northhills store (northway mall maybe) is their big store. I would think the village has a store as would Centruy 3, and i get there is one in wash pa too.
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03/11/2005 06:33:44 PM · #11 |
"Product Registration
Lowepro warrants, to the original owner, its products or any part against defect in material or workmanship. Lowepro will, at its discretion, either repair or replace the product free of charge. If the product is no longer available, Lowepro reserves the right to replace it with a similar product of equal value. This warranty excludes claims to any incidental or consequential loss to personal property and does not apply to accidental damage, misuse, mishandling, or alteration.
If, in the unlikely event a problem arises that is covered under the Lowepro lifetime warranty, or you are not satisfied with our products or service, please email our worldwide support address: info@lowepro.com or contact one of our authorized distributors."
I'd email info@lowepro.com and see what they will do. Along with Complaining up the rungs to 'Ritz'.
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03/11/2005 06:38:47 PM · #12 |
Well, I got a shower and everything...and I'm really not even worried about it anymore.
I learned my lesson -- don't buy anything that you can't put your hands on first. I've always thought buying off the internet was stupid, and now I'm sure of it. You just can't get through unless you're there in person.
And I did ask Darlene about going to a 'ritz' store, it is a completely different business she said.
Thanks for all the support everyone...lesson learned. The bag is still very nice despite the broken zipper (I probably would have broken it myself before long) so no biggie.
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03/11/2005 06:55:46 PM · #13 |
Originally posted by Prof_Fate:
can you go and beat them up at a local 'ritz' store? i know the stores will order stuf in for you from the .com part (yes, you pay inadvance) but they can take it back right then and there if you don't like it. I have had 3 differeent stores tell me this when i went looking for items.
can you just return it for credit? you can go to a ritzstore to order one - or perhaps call one of the stores and see if a local one has it in stock (there are 2 in robinson, one in beavercalley mall, one in cranberry (maybe 2) and the northhills store (northway mall maybe) is their big store. I would think the village has a store as would Centruy 3, and i get there is one in wash pa too. |
'Ritz' Camera stores and ritzcamera.com have two completely different companies fulfilling orders -- the stores can't do anything about a problem with an online purchase, and vice versa. You need to deal with ritzcamera.com.
-Terry
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03/11/2005 07:31:10 PM · #14 |
The broken bag and the TERRIBLE service would annoy the living heck out of me. No WAY I would let that lie. You definitely ought to take this up with ritzcamera.com if only to make them aware of how badly Darlene is treating their customers.
In my view you should be getting a brand new bag and a refund for any shipping you're forced to pay. Here in the UK our consumer laws say that a product must be of "merchantable quality" or you can get a full refund. Furthermore our distance selling directive gives the customer even stronger powers to change their mind about the purchase within something like 60 days. I would be very surprised it there weren't similar laws in America.
John
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03/11/2005 07:52:56 PM · #15 |
Originally posted by ClubJuggle:
'Ritz' Camera stores and ritzcamera.com have two completely different companies fulfilling orders -- the stores can't do anything about a problem with an online purchase, and vice versa. You need to deal with ritzcamera.com.
-Terry |
Just one more reason not to like them! I was in mailorder for 11 years - it is not a complicated business, but soooooo many companies, paricularly in the photographic end of things are screwy and make it more complicated that it has to be.
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03/11/2005 07:57:12 PM · #16 |
Originally posted by deapee:
Well, I got a shower and everything...and I'm really not even worried about it anymore.
I learned my lesson -- don't buy anything that you can't put your hands on first. I've always thought buying off the internet was stupid, and now I'm sure of it. You just can't get through unless you're there in person.
And I did ask Darlene about going to a 'ritz' store, it is a completely different business she said.
Thanks for all the support everyone...lesson learned. The bag is still very nice despite the broken zipper (I probably would have broken it myself before long) so no biggie. |
mail order has been around 150 years in the US. One bad experince should not make you give it up entirely.
call them back - be nice - and try to get to a supervisor. explain the situations. tell them you want a new bag and a UPS call tag - that is the technical name - with that UPS will come to you and pick up the bag for shipping back, at 'ritz'/s expense. all you do is box it up.
if they give yo more than 30 seconds of lip, tell them "Well, i'll be contacting my credit card company for dispute resolution. Expect a charge back" - then call your credit card company. they will, by law they have to, refund your charge and then they will fight on your behalf with 'Ritz'. They will 'charge back' 'ritz' - as in take bakc the money taht was paid to them. Once 'ritz' is missing the money and the merchandise, they will gladly help you out!
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03/11/2005 08:08:49 PM · #17 |
Its like spitting against the wind. Some times a call to the Direct Marketing Asssn people works wondersOriginally posted by deapee:
There is definately NO cover in the bottom of the pouch.
On top of that, I just spent 20 minutes on the phone with 'Darlene' and apparently, I'm SOL -- unless I have another $130 to order another one and then when I send this back, I can get that refunded (which I don't have).
To top it all off, I am instructed that I CANNOT use this one because then they won't refund my money -- which basically negates the $15 I paid for 2-day shipping (which they WILL NOT refund).
Then she refused to get me a manager or supervisor for 10 minutes until finally, she hung up on me.
--
I WILL NEVER do business with ritzcamera.com EVER AGAIN and strongly advise against it by anyone but my worst enemies.
Oh man I'm lit like a fuse now! |
Message edited by author 2005-03-11 20:11:50. |
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03/11/2005 08:23:46 PM · #18 |
Buying online isn't stupid but it's generally a good idea to do a bit of research first. Resellerratings.com is a site that I frequently use to check out online vendors. For instance, it gives ritzcamera.com a 6-month rating of 5.0 and a lifetime rating of 6.13 (based on user ratings) while B&H, for example, has 8.88 for both ratings. It's not really all that different from shopping in brick and mortar stores...some are great and some are awful. I wouldn't shop at a 'Ritz' Camera either.
I hope they are able to straighten things out for you. I know it's frustrating to have such problems, especially when you're in a hurry. Perhaps you should stop by resellerratings and leave a comment or two, also.
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03/11/2005 08:40:12 PM · #19 |
wow...good call on that reseller ratings. I filled out a survey. Then I went back and read other people's surveys. If I had read that before ordering, there is NO WAY I would have ordered through them. Seems like they've p*ssed a lot of people off other than me recently. Sad...Like I told the guy in my email, the photography field is pretty close-knit. A lot of people use word-of-mouth and once your rep. is bad, your company won't do that well. I also told him I will never buy from their company again.
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03/11/2005 08:49:53 PM · #20 |
deapee- email me your info and I've have a customer service manager call you back on Monday.
RitzCamera and Ritzcamera.com are two seperate companies, but that's never an excuse for you to recieve poor customer service from either side. I apologize for the hassle. No promises, but at the very least I can get the information to my customer service manager.
Hope this helps at least a little bit, again let me know the particulars.
Clara
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03/11/2005 09:15:48 PM · #21 |
I have all lowpro bags, and i returned one to lowpro directly almost a year after buying it because the zipper got stuck, and they replaced it. I would contact lowpro and let the know that your upset about how you were treated by ritzcamera, it seems like they sold you a messed up floor model, and that's just bad business.
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03/11/2005 09:20:29 PM · #22 |
Originally posted by ericlimon:
I have all lowpro bags, and i returned one to lowpro directly almost a year after buying it because the zipper got stuck, and they replaced it. I would contact lowpro and let the know that your upset about how you were treated by ritzcamera, it seems like they sold you a messed up floor model, and that's just bad business. |
Online merchants don't have floor models. Certainly the product was defective, but it couldn't be a floor model.
-Terry
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03/11/2005 09:31:01 PM · #23 |
Originally posted by ClubJuggle:
Originally posted by ericlimon:
I have all lowpro bags, and i returned one to lowpro directly almost a year after buying it because the zipper got stuck, and they replaced it. I would contact lowpro and let the know that your upset about how you were treated by ritzcamera, it seems like they sold you a messed up floor model, and that's just bad business. |
Online merchants don't have floor models. Certainly the product was defective, but it couldn't be a floor model.
-Terry |
That's funny, last time i went to B&H in the city they had floor models...
Happy Bday BTW!!!
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03/11/2005 09:37:46 PM · #24 |
Originally posted by ericlimon:
That's funny, last time i went to B&H in the city they had floor models...
Happy Bday BTW!!! |
B&H is one single online and retail operation.
'Ritz' Camera and RitzCamera.com are two separate companies, with separate supply and fulfilment chains. Their product lines, selection and pricing are not necessarily the same, and they are not pulling from the same inventory.
And thanks!
-Terry
Message edited by author 2005-03-11 21:38:04.
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03/11/2005 10:15:59 PM · #25 |
Clara, I'm glad you have a contact there. Deapee, I highly suggest that you contact them reguardless of what you decide to do with the item.
I'm a Customer Support Supervisor for a software company, and if one of my techs had treated you that way, I'd want to know. If they don't, then you're right, you shouldn't be dealing with them at all.
I've only had experience with their stores, and while I know they're seperate entities, they've done nothing but make me upset about little stuff. Obviously the parent company doesn't care about repeat business, hopefully the CSM does. |
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