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DPChallenge Forums >> Hardware and Software >> 20D - Scratched Sensor - B&H
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Showing posts 51 - 73 of 73, (reverse)
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08/05/2005 11:42:06 AM · #51
Wow Eric, that's quite a story with a good resolution.

I most certainly understand B&H's point of view about being taken advantage of, I can even respect it. I also understand that being a good customer who has purchased many other items (some expensive some not) and never having a complaint about those items, doesn't truly mean that I'm not one of those people. I said that I understood why I was being charged twice for the camera. Also, my only concern with their resolution is what I would be getting since the replacement camera is not coming to me with any manufacturer packaging - it will just be in a plain brown box, especially since the first camera I received initially was in used condition (this does not mean it was used as Henry has already made this perfectly clear :-) ).

I would absolutely agree with you too - B&H and Henry have done a splendid job. Henry has kept up sincerely good communication emailing me every step of the way for the UPS package progress... which should arrive today. In a previous post I also said I will continue to use B&H and recommend them.

I just don't want to be misunderstood. This post did start as a vent because I couldn't call B&H. Then it was a question based on their resolution. I am in no way saying that B&H has done a poor job of handling this - in fact, I think they have done more than most companies would and it sets them apart from everyone else - where I wouldn't even consider shopping from anyone else. :-)
08/05/2005 11:43:12 AM · #52
Originally posted by Ram21:

Originally posted by srdanz:

henryp has no camera!!!

That's cuz he gave it to Kavey.


I WISH!!! :o)
08/05/2005 11:44:25 AM · #53
Originally posted by tfaust:



2. They are taking a (hopefully) new camera out of a Canon box and sticking the camera only into a plain brown box to send to me.
My question: Is there a way to tell if this camera truly is brand new?



I don't understand why you do not get the new box. It occurs to me that the original problem arose from a B&H policy of removing new merchandise from sealed mfr. boxes. There is a reason mfrs. seal things in boxes and once you start violating that seal you open pandorras box.

In my own humble opinion B&H has not started to fulfil their obligation to send you new equipent until they ship a new camera sealed in a new box. If it is the mfr's practice to do so - and it should be - to place the serial number on the box and camera, should be on both. I think it is unconscionable that they charge your credit card for two new cameras if they have not met their legal obligations to ship you one. It might be different if they weren't the first people to open the boxes.

I purchased a new Nikon camera a year ago from a discounter in NYC who shall remain nameless because I cannot remember which it was. It came with a pre-addressed warrantee card which I promtly filled out and sent in. It came back two days later "Return to Sender - Addressee Unknown." Another example of fooling with boxes.


08/05/2005 11:45:59 AM · #54
I gotta kind of agree with Kavey on this one... There comes a point (different for each company and situation) when a retailer has to just trust the customer for once, and ship something withOUT charging for it. After all, we trust them EVERY TIME when we send payment before receiving our goods. And if they've screwed up enough in a situation, then it's time for them to return the favor.

Long long long ago, Gateway did that with a bum monitor they had sent me with a system. (This was when Gateway was on the way "up" and making a name for themselves.) When they/we determined the monitor was bad, they said "we're shipping you a new one, when you get it, but the old one in the new box and give it back to the fed-ex (or ups) guy, he'll ship it back to us." Believe me, for MONTHS afterward I recommended Gateway to everyone looking for a computer. And I know at least one person who bought from them just because of me telling them of my experience. I'm sure they got their money's worth out of that little act of kindness.

Just my two cents worth...

Doug
08/05/2005 11:46:17 AM · #55
Originally posted by tfaust:

I think they have done more than most companies would and it sets them apart from everyone else - where I wouldn't even consider shopping from anyone else. :-)


It's good to know you're happy with the resolution.

Will they be refunding the cost you had to pay to ship the camera back or will you have to eat that? Just curious.
08/05/2005 11:49:17 AM · #56
Originally posted by dswebb:

I gotta kind of agree with Kavey on this one... There comes a point (different for each company and situation) when a retailer has to just trust the customer for once, and ship something withOUT charging for it. After all, we trust them EVERY TIME when we send payment before receiving our goods. And if they've screwed up enough in a situation, then it's time for them to return the favor.


THANK GOD, I was starting to wonder if I was on my own little world on this one. That was exactly my point - I wouldn't expect them to always take a risk on any returns/ exchange situation but given the repeated cock ups in this case I would have expected them not to charge as a gesture of goodwill/ apology for all the inconvenience. It's great that tfaust doesn't mind having to pay twice but I have to say that I certainly would in this same situation.
08/05/2005 11:58:04 AM · #57
Don't get wrong - I mind. :-) But if it's the only way to get the camera here this weekend when I need it, so be it. I would like to think my past purchasing reputation would have carried me through here, but in some ways maybe it did.

I do agree with you Kavey and I told Henry I wasn't 100% satisfied, but I am happy there was a suitable resolution without my having to argue, run the problem up the chain or spend hours on the phone. And that sets them apart from everyone else.
08/05/2005 12:01:28 PM · #58
I get ya... :o)
08/05/2005 12:03:32 PM · #59
Oh, and to my knowledge I am not being reimbursed for sending it back the first time. Honestly, my biggest thing was getting a new one here ASAP since I need it tomorrow so I didn't haggle over that. I have a client signing their closing papers this morning and I told them I can't be there since I have to sign for a package - I hope it gets here! UPS tracking says it is on time...
08/05/2005 12:09:45 PM · #60
Originally posted by dswebb:

Long long long ago, Gateway did that with a bum monitor they had sent me with a system. (This was when Gateway was on the way "up" and making a name for themselves.) When they/we determined the monitor was bad, they said "we're shipping you a new one, when you get it, but the old one in the new box and give it back to the fed-ex (or ups) guy, he'll ship it back to us."

Dell did exactly the same thing to me when one of their monitors died.

Sony actually went further; when my LCD screen failed they sent me a (bigger and nicer!) one to use while they tried to fix it. Now on the repair side it was a bit of a farce because they took about 3 goes before giving up and sending me a brand new (slightly better) unit, but at all times they made sure I had a replacement loan screen.

The moral of the story? Well aside from my low opinion of Sonys ability to repair things, both companies earned huge brownie points in customer service.

Requiring extra payment to send out a replacement faulty unit? I'm not sure I've ever come across a company doing that until now.
08/05/2005 12:21:20 PM · #61
I give B&H and Henry specifically kodos for even posting here. Jumping into a forum on customer service like this is normally a no win situation. There will always be those you can never please and those who just want to argue (although this tread is fairly civil, don't you just love DPC). It is a pretty big risk in my book. On the other hand this audience provides a pretty good reward if they pull it off as it appears B&H has.

I any case I think the only problem here is the way you can come acrsoss without the reference of visual stimuli (body language, tone, etc.) My guess is Henry's manner is being misinterpreted, after all, he is from NY. LOL I grew up there and people have a diffeent way that takes some getting used to.

For the record I buy from them quite a bit and have never had anything but the best service.
08/05/2005 12:22:37 PM · #62
I promise you I haven't been posting here because I love to argue!


08/05/2005 12:25:17 PM · #63
Originally posted by Kavey:

I promise you I haven't been posting here because I love to argue!

LOL :-)
08/05/2005 12:26:11 PM · #64
I personally have a package from them that is supposed to be delivered today. It's only $60, not $1300, but I at least know the "hot" forum thread to post in if there is anything wrong with the contents! ha ha ha ha ha ha. But I'm 99.99% sure there wont be...

Doug
08/05/2005 12:26:15 PM · #65
Originally posted by Kavey:

I promise you I haven't been posting here because I love to argue!


LOL - No, I know that. The issue over shipping is a real one and the only place they could have improved IMHO. Maybe Henry will read this and they will send out a reimbursement adn or store credit.
08/05/2005 12:28:05 PM · #66
The second payment issue still irks me, one poster mentioned that we have to trust the supplier with our credit card details etc. which they debit immediately and sometimes days before we receive the equipment. You returned the camera once (which should be a good indication to them that you are reliable), they should be willing to take a bit of the risk too after all you had shelled out the money and trusted them twice to supply you with what you had paid for in advance. This is an exceptional case and I think they should have gone just that bit further in trusting you enough to send the replacement, and they should reimburse you the shipping costs.

I have also bought numerous items from B&H and always had great service from them.

08/05/2005 09:36:16 PM · #67
Received the new 20D today - thank you B&H and Henry. :-)
08/10/2005 10:24:28 AM · #68
Originally posted by srdanz:

As most of us her, I also bought an item or two from B&H, but one thing that comes across as odd, to say the least is:

henryp has no camera!!!


ROFL. Actually I have several. My main machine is the Nikon FM2n+MD-12. I own several of these plus lenses from 12mm to 600mm. I also own a Leica M6, an extensive Bronica ETRS collection, & a Mamiya RB67 outfit. My family also has two Olympus film point-n-shoot cameras for fun.

Digital? That's a flash-in-the-pan. Film's gonna come ROARING back. Tri-X rules!!!!

Oh yeah - there's a Fuji FinePix 5000 and a Sony T1 in the house sonewhere. And a Fuji S2 and a D70s and a really beautiful Fender Telecaster. :-)
08/10/2005 10:31:34 AM · #69
Yeah right!

' . substr('//i.pbase.com/u42/rholdensr/upload/27620823.rofl.gif', strrpos('//i.pbase.com/u42/rholdensr/upload/27620823.rofl.gif', '/') + 1) . '

Originally posted by henryp:

Digital? That's a flash-in-the-pan. Film's gonna come ROARING back. Tri-X rules!!!!

08/10/2005 10:32:01 AM · #70
Originally posted by henryp:

Digital? That's a flash-in-the-pan. Film's gonna come ROARING back. Tri-X rules!!!!


Thems fightin' words here, buddy. :)

Do you get a giant discount?
08/10/2005 11:07:13 AM · #71
Originally posted by mk:

Do you get a giant discount?


He just pulls them from the boxes in the warehouse and replaces them with his old worn out stuff!
' . substr('//images.dpchallenge.com/images_portfolio/35357/thumb/213782.jpg', strrpos('//images.dpchallenge.com/images_portfolio/35357/thumb/213782.jpg', '/') + 1) . '

(just kidding)

Message edited by author 2005-08-10 11:08:22.
08/10/2005 11:24:56 AM · #72
Originally posted by henryp:

and a really beautiful Fender Telecaster. :-)


What is the beautiful telecaster's name?
08/10/2005 08:57:00 PM · #73
Just some comments on this issue from someone in Australia.

Firstly I don't think the comparisons with Dell and Sony etc. count here. They are manufacturers, D&H are just a store.

Secondly there are issues about the box. Personally I prefer if buying a computer to pick it up sealed in the box, straight from the factory. If its faulty, then it can be classified as "dead on arrival" which normally means a straight swap with a brand new item.

Thirdly I thought that a "dead on arrival" requires the whole box and papers and warranty cards to be returned. Maybe that was an issue with B&H and the box. B&H would want to send such a faulty camera straight back to Canon, and with a box and also new warranty papers, and an explaination of what happened. That way B&H would get another new camera, rather than a repaired and therefore a second hand camera when in fact they had bought a brand new camera.

You know, if the item in the box is faulty, and the camera store did not open it, then surely, its not the camera store's fault (except if they dropped the camera in its box in the warehouse). The fault would likely belong to the factory, or maybe the transport company, or maybe the user. In such cIrcumstances, why should the camera store pay for the transport? If I bought a camera from D&H, and it was faulty, would people here expect D&H to pay for transport for the camera from Australia? If they did that sort of thing, surely their prices would have to go up.

The fourth issue is should the store open the camera and test it before shipping? If so, then the customer might suspect that the camera might not be brand new, because the box has been opened And also the store has to spend more on quality checks before shipping.
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