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02/14/2006 03:11:01 PM · #1 |
I really outta just stop doing business with them. This is the 2nd time in 3 months I have had a customer service issue with them. I need to copy my credit card and fax or email it to them because we are in Guam and my order is (barely) over $200. I have spent thousands of dollars there in the past few months, but now that we are in Guam they need me to fax them the front & back of my CC?
That I can get over, however annoying it is. When I called to ask about it, the guys was downright snobby. When I had a warranty issue a couple months ago I got the same attitude from another department.
I hate doing business with them, but not many competitively priced places deliver here!
Whew, that made me feel better.
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02/14/2006 03:15:34 PM · #2 |
| FWIW, I just got something from them today. Never had any problems. They probably are just looking out for your best interests. The recent move is probably what's throwing a kink into things (credit card theft protection and all). Does your credit card company have your new address, etc? Is their file up to date? |
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02/14/2006 03:16:40 PM · #3 |
| Yes, kind of strange. Most people have good customer service experiences with B&H. I know I have. |
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02/14/2006 03:22:32 PM · #4 |
Originally posted by Palmetto_Pixels:
FWIW, I just got something from them today. Never had any problems. They probably are just looking out for your best interests. The recent move is probably what's throwing a kink into things (credit card theft protection and all). Does your credit card company have your new address, etc? Is their file up to date? |
Yep, all my addresses are updated. I even ordered from them a few weeks ago with the same card, but it was under $200. I am annoyed with the verification......but downright mad at the attitude their customer service gave me when I called.
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02/14/2006 03:23:38 PM · #5 |
Originally posted by mk:
Yes, kind of strange. Most people have good customer service experiences with B&H. I know I have. |
I have phoned them twice, and they were rude both times. I really want them to have good customer service because I am sure I will order from them a lot!
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02/14/2006 03:28:10 PM · #6 |
| Maybe shoot a message to HenryP? He's been really nice about customer service on DPC. |
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02/14/2006 04:02:45 PM · #7 |
Dude, when that kinda stuff happens, demand to speak to a manager. Just be civil, say the person just was not helpful/friendly/competant and usually they'll either hook you up/give you a deal/be real nice/pull some strings.
Managers RAWK!
I mean, you'll still have to deal with policy, but usually you'll be treated kindly.
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02/14/2006 04:36:25 PM · #8 |
I gotta say I think you're probably overreacting. If you called in with an attitude, no doubt you more than likely got one back...
I've dealt solely with them, and even got a defective tokina lens once...they were more than cool with it, sent me a shipping label in my email, upgraded my other order to faster shipping and so on...Not sure exactly what happened, but you have to understand, with the whole credit card thing, they have to watch thier backs...especially dealing with places outside of the US because once the product is shipped, it's probably 1000 times harder to get it back if, in fact, the card turns up stolen.
My guess is you called in with a bad attitude, and so you got one in return. Posting on the internet on a widely-read forum about the company in a derogatory manner probably isn't the best way to go about it...you should have asked for a manager, and given them a chance to fix whatever you think was wrong or explain why they are asking for what they're asking for.
Anyway, getting great customer service from B&H is what I've come to expect, and when (and if) I have to call there for something, I treat the person on the phone with respect, and I get the same respect back...good luck though.
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02/14/2006 05:22:12 PM · #9 |
Originally posted by deapee:
I gotta say I think you're probably overreacting. If you called in with an attitude, no doubt you more than likely got one back...
I've dealt solely with them, and even got a defective tokina lens once...they were more than cool with it, sent me a shipping label in my email, upgraded my other order to faster shipping and so on...Not sure exactly what happened, but you have to understand, with the whole credit card thing, they have to watch thier backs...especially dealing with places outside of the US because once the product is shipped, it's probably 1000 times harder to get it back if, in fact, the card turns up stolen.
My guess is you called in with a bad attitude, and so you got one in return. Posting on the internet on a widely-read forum about the company in a derogatory manner probably isn't the best way to go about it...you should have asked for a manager, and given them a chance to fix whatever you think was wrong or explain why they are asking for what they're asking for.
Anyway, getting great customer service from B&H is what I've come to expect, and when (and if) I have to call there for something, I treat the person on the phone with respect, and I get the same respect back...good luck though. |
I think this post from you is unfair. I was very courteous. Don't assume anything.
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02/14/2006 05:23:15 PM · #10 |
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02/14/2006 05:25:36 PM · #11 |
Originally posted by kdkaboom:
Dude, when that kinda stuff happens, demand to speak to a manager. Just be civil, say the person just was not helpful/friendly/competant and usually they'll either hook you up/give you a deal/be real nice/pull some strings.
Managers RAWK!
I mean, you'll still have to deal with policy, but usually you'll be treated kindly. |
Yeah.....if it were over a bigger issue, I might have. Over the first issue I had with them a couple months back, I most certainly should have asked for a manager. I mostly called to verify that they needed photocopy of my credit card. This was the first time I had every been asked for such thing and I shop online A LOT. It put up a red flag for me, so I called to verify.
I was just caught offguard by how snippy the guy was.
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02/14/2006 05:30:09 PM · #12 |
Originally posted by JRalston:
This is the 2nd time in 3 months I have had a customer service issue with them...
When I had a warranty issue a couple months ago I got the same attitude from another department...
I hate doing business with them...
I am annoyed with the verification...
Over the first issue I had with them a couple months back, I most certainly should have asked for a manager.
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Could it not be possible that you called in with a bad attitude, and were the one that was 'snobby' (as you put it) and not willing to listen while the customer service rep. was being nice?
Look, I'm not trying to call you out here, but since you feel the need to say that you were most certainly not the one being rude, that you were, in fact, curteous, I thought I would point out that you are the only person who has had three bad experiences, out of three attempts with the company...and like I said, calling them out in a derogatory manner on a widely-views public forums isn't the way to get what you want...oh well, like I said...good luck.
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02/14/2006 05:36:03 PM · #13 |
Originally posted by deapee:
Could it not be possible that you called in with a bad attitude, and were the one that was 'snobby' (as you put it) and not willing to listen while the customer service rep. was being nice?
Look, I'm not trying to call you out here, but since you feel the need to say that you were most certainly not the one being rude, that you were, in fact, curteous, I thought I would point out that you are the only person who has had three bad experiences, out of three attempts with the company...and like I said, calling them out in a derogatory manner on a widely-views public forums isn't the way to get what you want...oh well, like I said...good luck. |
2 times. I have called 2 times and have had customer service issues. I also mentioned that I have bought thousands of dollars worth of equipment from them. I have not had problems with them other than the 2 times I needed to call them.
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02/14/2006 05:57:59 PM · #14 |
| Maybe their customer service rep is having some bad days. B & H is one wild place! It is quite intimidating just to walk in there, but I learned to get over that and actually ask for assistance when I'm in NYC. Sorry your service over the phone has been crappy. I know I also like to order from there as well. |
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02/14/2006 06:29:50 PM · #15 |
Originally posted by JRalston:
2 times. I have called 2 times and have had customer service issues. I also mentioned that I have bought thousands of dollars worth of equipment from them. I have not had problems with them other than the 2 times I needed to call them. |
You said you called twice today...and you have the same type of problem with their customer service department the last time you called a few months ago...2 + 1 = 3.
You basically called to complain, and tell the customer service representative your feelings about their verification process of credit cards for overseas purchases...then, in the same sentence, you went on to explain to him how you've bought thousands of dollars worth of merchandise off of them...and of course, how you think that they should overlook company policy so that you don't have to go through the hassle of faxing a copy of your credit card to them...
I can tell you this, from working as a commercial sales manager, both inside and outside sales, for the past couple of years, there is no doubt in my mind that you came off as having a bad attitude over the phone to the rep.
Like I said, it's not the company that has the problem, there is absolutely, positively, without a shadow of a doubt in my mind, no way that you didn't come off as having a 'better than thou' attitude.
No doubt about it, the guy should have smiled and respectfully told you how much he appreciates your business and wants to keep you as a loyal customer and offered something in exchange for your troubles, but then went on to explain how, unfortunately, he cannot change company policy under any circumstances for anyone... but, everyone has bad days...no one likes getting yelled at, no one likes hearing that they are wrong, no one likes to do something nice for anyone when that person isn't being nice in return...that's just the way it goes.
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Let me give you a little advice. When you call a customer service department in the future...have a goal in mind. What was your goal when you called there...what did you hope to achieve? Did you just call to complain, because that's certainly not a good goal to have, and the phone call would then be pointless, and you probably got what you deserved. Likewise, if the goal was to change company policy for yourself, then the phone call is probably pointless, and I can probably save you 10 minutes of your day by telling you not to call in the first place.
Anyway, like I said...have a goal in mind. Call in, politely explain your situation, describe how you are unhappy in a respectful manner, and explain what you think it will take to make you a satisfied customer. 9 times out of 10, you will get what you asked for and you will get a respectful, happy person on the other end of the phone, and when you hang up the phone, you, yourself will be happy with the service that you received, and will feel like you accomplished something...and they will have kept you as a happy customer -- so both sides will win.
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Anyway, like I said before, I am not trying to call you out here ... I'm offering advice in situations that I have plenty of experience with...I have asked for the stupidest things when dealing with customer service departments, and I always get my way...a good attitude goes a long way.
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02/14/2006 06:46:12 PM · #16 |
I've had nothing but good experinces with them. If someone was rude, get their name and call back to a manager as I doubt B&H would tolerate that.
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02/14/2006 06:48:00 PM · #17 |
David,
While I certainly understand where you're coming from, it's probably not fair to assume that Jennifer's demeanor on the phone is what prompted the customer service representative to be rude. Not to say it's impossible, but it's certainly not a foregone conclusion either.
B&H has unquestionably earned a great customer service reputation. That said, it's possible that Jennifer simply got unlucky enough to hit two bad or inexperienced reps in a row -- these things do happen. That said, I doubt anyone who gives poor service on a consistent basis will last very long at B&H.
Jennifer -- I work for a bank holding company full time, and have been involved with investigations of phishing web sites, and in investigating fraudulent use overseas of phishing victims' credit car numbers. Trust me when I say that it is possible that someone making a purchase with your name, your credit card number, your expiration date, and your CVV number might not be you at all, and that the fact that you placed orders with them in the past does not change that possibility. B&H's policy, while certainly an inconvenience, protects you from the possibility that someone else might use your car. It is a reasonable and prudent policy for them to take in handling overseas transactions. There is a reason that most low-cost camera retailers won't do business overseas, and it's in large part that they can't absorb the cost of fraud losses. B&H has found a way to give you a low price an still mitigate that risk; you as a consumer have the right to jump through the extra hoops and get a lower price, or to deal with someone else and pay accordingly.
~Terry
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02/14/2006 06:59:49 PM · #18 |
Originally posted by ClubJuggle:
While I certainly understand where you're coming from, it's probably not fair to assume that Jennifer's demeanor on the phone is what prompted the customer service representative to be rude. Not to say it's impossible, but it's certainly not a foregone conclusion either.
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You have your conclusions, and I have mine...to be completely honest, I'm not even sure the guy was 'rude' on the phone -- just that he didn't tell her what she wanted to hear...oh well...moving on.
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02/14/2006 07:12:13 PM · #19 |
Originally posted by deapee:
You have your conclusions, and I have mine...to be completely honest, I'm not even sure the guy was 'rude' on the phone -- just that he didn't tell her what she wanted to hear...oh well...moving on. |
Likewise, I'm not sure that he didn't. My point is simply that we don't know for sure.
~Terry
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02/14/2006 08:04:50 PM · #20 |
Jennifer,
Maybe a little consolation....I called B&H once....awhile back....and the gentleman I spoke with was less than stellar on the phone. Not overly rude just definitely rough around the edges and not up to par on his people skills....I just chalked it up to him being a 'yankee' :) Before I get flamed....lol....I have spoke with several people in the North Eastern area (business) and they just come across more gruff....I grew up out West in the same type of environment...a 'no nonsense' approach to things.....whereas here in the South things are definitely 'sugar coated' a lot more. Or ... maybe he was having a bad day and acted like a turd. Hope everything turns out okay....because I'm with you....they're prices are usually hard to beat!
Colette
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02/14/2006 08:36:32 PM · #21 |
I've been shopping at B&H for 3 years, I made my first purchase from Adorama last mont, and I'm thinking about turning all my future purchases to Adorama, they have quality service just like B&H, they have similar prices, and everything is just like shopping at B&H.. with one exeption.. shippingcost at B&H is 6x higher than at Adorama.
I've never had any problems dealing with B&H, I've had great service, I've occationaly recieved faulty items, and when I contact B&H about it, they just refund the item instantly, I just send them a picture of the faulty item with description on what's wrong, they never ask for the item back since shippingcost is usually higher than the item bought.
but to pay $260 for shipping to Iceland at B&H when it's only $44 at Adorama... that's reason enough to switch...
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02/14/2006 10:20:51 PM · #22 |
I was in the mailorder biz for 6 years. What way do you want to defraud the store, credit card, shipper? I know them all from having seen them happen. And no one (law enforcement wise) will do a damned thing about it.
For instance, order something via mailorder. You did not sign for it, as you really can't now can you? So it arrives. They just leave it. You can claim you never got it and no one can prove otherwise, so you don't have to pay. OK, your significant other signs. Are they authorized to use your credit card? If not, you can again refuse to pay.
When you refuse to pay what happens is this - the CC company does a 'chargeback' to the store - it basically takes back the money. The store now has no money, no merchandise and no way to do anything about any of it. they are just screwed.
Add in anything international and it just gets worse and worse. Guam is the US, but does DHL/UPS etc ship there? Using a PO box (APO, FPO)? The USMail/post master won't sign for the package, and if they do , well, they aren't you so their signature means nothing. The store is hoping you are honest and all goes well.
I feel your pain, but don't really have an answer.
As to the unfriendliness of the people, they are in NYC. NYC folks are much different than the rest of the US citizens. You shold be rude right back, then you get respect, and better service.
Message edited by author 2006-02-14 22:21:54.
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02/14/2006 10:42:01 PM · #23 |
Originally posted by Prof_Fate:
As to the unfriendliness of the people, they are in NYC. NYC folks are much different than the rest of the US citizens. You shold be rude right back, then you get respect, and better service. |
Hey now! We're not DIFFERENT, we're CHALLENGED! ;)
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02/15/2006 12:57:06 AM · #24 |
Originally posted by kdkaboom:
Originally posted by Prof_Fate:
As to the unfriendliness of the people, they are in NYC. NYC folks are much different than the rest of the US citizens. You shold be rude right back, then you get respect, and better service. |
Hey now! We're not DIFFERENT, we're CHALLENGED! ;) |
I actually enjoyed it when new yorkers called me - they always, and i mean always asked for a discount or tried to haggle a better deal. It was one 'type' of customer I didn't have to watch my Ps and Qs with and would still get the sale. I always figured I had a touch of new yorker in me, but I'm not sure I can parallel park at 50mph though ;)
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02/15/2006 01:28:44 AM · #25 |
I have had nothign but excellent service from B&H. I have spent loads of money there in the last two years. Customer service has been great for me. I wouldn't recommend buying anywhere else.
You have to understand that shipping overseas (or to other countries) presents security risks for the retailer and the buyer. You should be glad that they need to verify your order before they ship it. If your card had been stolen (which happens from time to time) you would appreciate their efforts in this case.
I have never had a snobby CS rep on the phone from them either. They are New Yorkers, and their tone and speed of speech sometimes could be confusing to folks who aren't familiar with it :)
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