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DPChallenge Forums >> Hardware and Software >> Is it time to switch from B&H?
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07/01/2019 10:31:48 AM · #1
I'm having a really bad customer service experience with B&H and am on hold.

I still have two rather expensive lenses that I hope to get within the next year if I can get some extra photo gigs.

Whom do you go through? I'm ready to jump ship.
07/01/2019 10:48:47 AM · #2
Obviously up to you, but I'd call back and ask to talk to the head of the customer satisfaction department. (I dunno if they have such a specific thing, but the person who answers should understand from the get-go that you're unhappy.) From there, if it doesn't go swimmingly, then jump ship, but I've never been dissatisfied with their service. Thery get busy, people have bad days, but they're usually good at taking care of problems.
07/01/2019 10:58:21 AM · #3
Originally posted by NikonJeb:

Obviously up to you, but I'd call back and ask to talk to the head of the customer satisfaction department. (I dunno if they have such a specific thing, but the person who answers should understand from the get-go that you're unhappy.) From there, if it doesn't go swimmingly, then jump ship, but I've never been dissatisfied with their service. Thery get busy, people have bad days, but they're usually good at taking care of problems.


It got taken care of, but it took about 1/2 hour or longer over 3 days. I started by emailing on Saturday, they're closed until the evening. No one ever wrote back. Then I tried the live chat -- they didn't even read what I wrote, and answered a completely different question and then told me they couldn't help me. I then called and got it taken care of.

I'm not impressed. I actually stayed away from B&H for a year or two because of another bad experience. But decided to try it again about a year ago. I could have bought all this from amazon, but really didn't want to.
07/01/2019 01:13:00 PM · #4
You do realize the company is run by Orthodox Jews and they keep the Sabbath from Friday sundown through Saturday, Wendy? Just sayin'... We've always had excellent interaction with them...
07/01/2019 02:21:01 PM · #5
Originally posted by Bear_Music:

You do realize the company is run by Orthodox Jews and they keep the Sabbath from Friday sundown through Saturday, Wendy? Just sayin'... We've always had excellent interaction with them...


Absolutely, but they're open on Sunday and didn't bother responding at all between Saturday when they reopened and Monday late morning.

And the online chat guy didn't bother reading the problem and just have a canned answer that didn't have anything do to with the question being asked.
07/01/2019 02:31:12 PM · #6
What is the actual problem you are wanted help with? I've had nothing but good experiences with their customer service. I always talked to someone in person, and never on the weekends. I've ordered all my large ticket items from them because if something does go wrong, I know I can talk to an actual person in the store if need be. If something goes weird with Amazon, who knows who I'm talking to.
07/01/2019 09:24:46 PM · #7
Originally posted by vawendy:

...And the online chat guy didn't bother reading the problem and just have a canned answer that didn't have anything do to with the question being asked.


I've had this happen recently, though not with B&H. I would bet it has to do with how they are incentivized. Quantity of answers, not quality. I've usually had really good experiences with B&H, but I also would not hesitate to recommend Adorama.

Message edited by author 2019-07-01 21:25:18.
07/02/2019 05:05:47 AM · #8
How long was your complaint?

It may be a South African phenomenon, but I find that the more information I give, the less satisfactory the response. I think a lot of people don't bother to read past the first line or two.
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