B&H Photo Problem

[gatoremt]

So yesterday I make the big leap and purchased the Canon XTi and the Canon EF-S 18-55mm f/3.5-5.6 IS lens from B&H Photo. I payed for overnight shipping so I could use it this weekend. I take it out the box and put the lens on the camera and get a D*** error. The camera can not find the attached lens. Of course I have no other lenses since this is my first SLR. So B&H said I need to send it all back them and then 48 hrs after they receive it they will send another out to me. I'm really mad as hell right now. The guy at B&H kept saying that I would have the replacement within a week. But there is no way I will get my new camera within a week. By the time I wait for the UPS label from B&H I will not be able to get the camera to a ups store to ship it back to them. So at the earliest I can get it shipped is Monday and then it will be there next week before they will even get another one to me. Heck it will be Friday of next week before I can even get a refund. They said they could ship me one right now but I would have to pay for it up front, and then when they got the old one they would give me a refund.
It seems like once they saw that the package is on its way with UPS that they would send the new camera to me Over Night.
Maybe I am being unreasonable about this but I am extremely angry.

Also, the customer service person refused to let me speak to a supervisor.

[seo]

Sounds Like B&H is handling the problem. :confused:

[gatoremt]

They may be handling the problem, but not in a timely fashion. If I wanted to wait two weeks for a camera, I wouldn't have paid for next day shipping.

[VTEC_EATER]

It sounds like you are over reacting to me.

First off, have you even taken the camera to a camera store to have them play with it? Maybe there is some user error involved that may be cleared up if you let someone with DSLR experience handle the camera.

Secondly, B&H is doing everything within their power to help you. Your demands are unreasonable for a business to give. They arent going to just send you out a new camera for free in hopes that you return the old one. That would be bad business practices. Instead they have offered you a full refund on your current camera if you purchase a new one right now. Not only that, but they are offering you overnight shipping. That to me sounds like some good customer support. They are meeting you half way.

In any case, I would recommend taking the camera and lens to a local camera store and have them play with it. If they can not get it to work, call up B&H, tell them you would like to take them up on their offer, and buy a new camera.

The less time you spend complaning about the problem, the sooner it can be fixed.

[seo]

Yes, you are being unreasonable. The only way to have prevented the problem you had was to buy from a local store and try it out before walking out.

You decided to mail order to save money I assume. I would have done the same. B&H is replacing your equipment, that is what they should do.

[griptape]

.
Maybe I am being unreasonable about this...

Yeah, maybe you are. How is it their fault that you "can't" get the camera shipped to them before Monday? If they shipped a brand new camera to everyone who claimed their camera was defective without sending it back to them, they would probably go out of business pretty quickly with people not actually sending cameras back.

And what were you trying to accomplish by talking to a supervisor? Exactly how many people does it take to convince you that you're an annoying customer? Defects happen, this one is the fault of the manufacturer, not the vendor, and the vendor is doing their best to help you. Get over it.

[gatoremt]

Thanks for the suggestion.
I don't feel like I'm being unreasonable. I received the camera less than 24 hours from the time of order but it's going to take them 1 1/2 to 2 weeks to get me a replacement. That doesn't sound reasonable to me. Yes, they agreed to send us a new one overnight, but not until a)they send us a UPS label, which won't get here until late today or Monday b)receive the defective merchandise, 3-4 days c)wait 48 hours to ship a new one d)overnight shipping. SO, at the very least they could get us a new one in a little over a week.

Yes, we could purchase a whole new camera. Why? So, we can possibly receive another camera/lens that don't work together and tie up another almost $900 in our account. That sounds like a BAD decision to me.

I don't see why they can't send me another camera once they receive confirmation from UPS that the first camera is on the way to them.
As a small business owner, I don't think this is unreasonable. I would even be willing to give permission to bill me if they don't receive the first camera. They have a cc number on file.

[Christian]

If you've got the money available it's simple.

Get back on the horn with them and tell them to overnight it today before the sabbath starts and to include the return shipping label in with the packaging.

Ask the delivery guy if he can hang out a minute so you can place the return label on the broken one and he can take it from there.

Hopefully this time tomorrow you'll have another and you can be happily snapping away(honestly, I think the chances of getting another dud are pretty slim).

[griptape]

I don't see why they can't send me another camera once they receive confirmation from UPS that the first camera is on the way to them.
As a small business owner, I don't think this is unreasonable. I would even be willing to give permission to bill me if they don't receive the first camera. They have a cc number on file.

Because who is to say you didn't just ship them a box with a big rock in it instead of a camera? And they can't just charge you, because it's an unauthorized charge, and if you were to dispute the charge with your credit card company, you would win, because you never authorized the charge.

There are a lot of people out there that are more than happy to scam companies out of anything they can. Yes, it makes it harder on the rest of us, but if you don't buy something from a store many hundreds of miles away from you, maybe it won't take so long to return a defective product next time.

[rhodeislandguy]

In any case, I would recommend taking the camera and lens to a local camera store and have them play with it. If they can not get it to work, call up B&H, tell them you would like to take them up on their offer, and buy a new camera.

I'm going to disagree with the advice of taking the camera to a local store. Why should the local store provide free service for someone who chose not to buy from them but instead chose to save some $ by buying mail order? Kind of like rubbing salt into the wound if you ask me. I buy mail order all the time, but I think it is unreasonable to ask local stores to provide free service.

I do agree that the OP is being unreasonable with B&H. Seems like if the new camera was ordered and the old one returned right away the charge and the credit would occur in the same cc billing cycle.

[DonSchap]

I'm with B&H Video on this one ... they are just a online reseller and if you want quick, reliable and timely service ... this ain't it and it is NOT designed to be, on purpose.

Overnight shipping really works ... they get the good stuff as well as the broke crap to you REAL FAST. I know ... that's precisely how I got my SONY 70-200mm f/2.8 G SSM "broken beauty" right away, also. When I finally was approved for the refund of my broken lens ... I only got the refund of the lens ... none of the initial shipping ... I got stuck six ways to Sunday on that (I really do not want to have to explain that flippin' mess, all over again).

Consider yourself lucky you didn't get conned into going through the "pirates" up there, in Brooklyn, NY. You may have never seen your money, again. If it weren't for the VISA-guaranty, not many people ever would. At least with B&H, you'll eventually see your money, again. Remember, they do not ship anything ... until YOUR money is in their hand. If you are requesting a replacement camera BEFORE they get your "Returned One" back ... yep, they want their money for it, FIRST. "Positive cash flow" ... for them ... negative for you. They don't know you from "Adam" and as such ... you have no credit-worthiness at anytime, ever. Your credit-worthiness is extended from your credit-card company ... so you'll need to pop the plastic ... and tack on an additional camera, if you want it by tomorrow, and then wait for the refund when they eventually get around to it. I wouldn't hold my breath. :o



Best advice here is: Return the B&H Video "prize" ... and then buy your replacement camera body locally ... and perhaps all your future heavy-duty lens purchases, too. Whatever you think you are saving by going to B&H will instantly be lost, if the lens turns out BAD. Believe me ... I know! :eek: I smoked a good C-note in all the flippin' shipping I paid for my last mistake ... and all I got, for all of that fancy fuss, was a mechandise refund.

By buying locally (unless you live in Idaho or Montana), you can easily avoid all the shipping charges back and forth ... and stand right there, while some customer service person deals directly with your angst and problem. Chances are, they'll replace (from their on-hand inventory) whatever it is on the spot, just to get you out of their face! :) <- have a nice day! You're happy ... they're happy you're gone ... it's a win-win situation with no overhead cash issues, other than ga$ money.

Personally, no more email orders unless it is very uncomplicated items. I got cooked for $2000 on the last order for two-full months. That's just too long, in my book. I did everything they asked ... but they're not all that interested in refunding money until the very last minute they have to, before legal gets involved.

Remember, these big sales houses make serious interest on the money that sits on their books and in their banks... while you're at home, biting your nails, waiting for your "timely" refund. You can figure a good 30-60 days before it's off your credit card statement ... cash could be worse. They hate cash refunds. Any sooner than that, you're just lucky. They know this big business "game" ... and they (the sellers) are betting that you do not.

Bottom line: If it arrives BROKEN ... you are so screwed!

Good luck to the rest of you mugs. :D

[gatoremt]

Ok now that I am not as mad. I took the camera to a local camera shop in Tallahassee. They were kind enough to take the time with me to look at the camera. Come to find out that the lens is bad. I ended up buying another lens from them, and I will just send the other lens back to B&H for a refund.
Now on to the first issue, I would think they would do an even swap and send one at the same time I sent them the other one. They would not be out anything if I did send them a rock. They still have my credit card from the first order. So if they did not get the right things back they could just charge my card again. Heck I would have even given them my CC number to hold in good faith. It is a big gamble either way I understand. I am a small business owner myself sometimes I have to do things, I really don’t want to do just to make a customer happy.

[griptape]

They would not be out anything if I did send them a rock.

I'm sorry that you haven't noticed by now, but the only person who even vaguely agrees with you is you!. I already explained to you that people can't just charge your credit card and expect to be compensated if you dispute the charge. So yes, they would be out about 85% of the price you paid for the camera (retailers don't make much on cameras) if you had sent them a brick instead of the camera. You just came here looking for someone to agree with you that you're justified in being a jerk because the manufacturer sent the vendor a bad product.

[VTEC_EATER]

I'm going to disagree with the advice of taking the camera to a local store. Why should the local store provide free service for someone who chose not to buy from them but instead chose to save some $ by buying mail order?

You honestly feel that checking something as simple as a lens to body contact is a service worth charging for? It takes nothing more than 5 minutes of their time.

I cant tell you how bored the guys at my local store are. They are more than happy to talk photography stuff for a couple hours, even if they dont get a sale. So asking if they can look at a camera for a couple minutes is a service they are more than happy to provide to the "customer" even if they didnt purchase the product from their store.

[gatoremt]

I'm sorry that you haven't noticed by now, but the only person who even vaguely agrees with you is you!. I already explained to you that people can't just charge your credit card and expect to be compensated if you dispute the charge. So yes, they would be out about 85% of the price you paid for the camera (retailers don't make much on cameras) if you had sent them a brick instead of the camera. You just came here looking for someone to agree with you that you're justified in being a jerk because the manufacturer sent the vendor a bad product.

I did not come on here hoping to find someone to agree with me. I can CARE LESS if anyone does. I came on here to state how I was feeling. And if you would check with my original post you would see that I said " I might be unreasonable about this. I am just mad that I got a bad product. And yes they could do a temporary charge hold on my card until they recieved the camera.
And I am not being a JERK I am just mad over being sent a crap lens. And part of running a business it being responsible for what you sell. They are trying to work with me just not as quick as I think they should. You are Entitled to your opinion which is a good thing but I am not happy with you on your personal attacks and calling me a JERK.

[griptape]

Well you don't have to be a jerk about it. Geez, it's nothing personal, I'm just saying you're a bad person and I hope I never have to deal with you because of how unreasonable you are. :p

[rhodeislandguy]

You honestly feel that checking something as simple as a lens to body contact is a service worth charging for? It takes nothing more than 5 minutes of their time.

I cant tell you how bored the guys at my local store are. ... So asking if they can look at a camera for a couple minutes is a service they are more than happy to provide to the "customer" even if they didnt purchase the product from their store.

I think its great you have a local store that is so helpful. I'm not saying the store should charge for a simple service and I'm not intending to make a big deal out of this particular instance. I guess all I was trying to say is that it seems unfair if somebody relies on local stores to provide free advice (show cameras and products, etc.) but then always purchases by mail from vendors that do not offer any service. If everyone did that the local store couldn't exist. :) Good local service is worth something to me. I may not be able to afford to make all of my purchases locally, but I try to support stores that provide good service to me.

[hokeyguy]

I think it was bad judgment to rely on a mail order purchase for something that was needed overnight. In an effort to save some bucks you drew the short stick. It was a gamble and you lost. I love ordering online, but then I'm usually not in a rush. If I were, I'd make a local purchase. Just consider it a lesson learned, you now have a camera and a lens and the refund process has begun.:)

[AdamW]

I did not come on here hoping to find someone to agree with me. I can CARE LESS if anyone does. I came on here to state how I was feeling.

So, you just wanted to vent. And you did it in a discussion forum and then got touchy when people discussed your post. You should've said in your original post that you were just using us and weren't interested in our views (unless perhaps we agreed with you) and didn't care what we thought.

In the future, please remember that this is a discussion forum. If you want to vent, that's what you pay your therapist for.

[mugsisme]

They would not be out anything if I did send them a rock. They still have my credit card from the first order. So if they did not get the right things back they could just charge my card again.

I am sorry, but this has to be one of the most disgusting things I have ever heard said! You want B&H to send you a return label, and then you say that they will not be out anything if you sent them a rock? Who do you think is paying UPS to bring you the label? (That costs $14.) And who do you think is paying UPS to come BACK and pick up the lens/rock? (I forgot how much, maybe another $14?) And then who do you think is going to pay for it to be shipped back to B&H? You think that they can just charge your card? It doesn't work like that. All you have to do is call the CC company, it is off your card. (You may have to fill out some paper work as well.) They are out all that money, two lenses, and more. They have lost faith in a customer. It is when things like this happen that it screws it up for the rest of us who are HONEST.

I have a friend in retail. She runs an apparel site. I can't tell you how many times people have bought outfits, took family pictures in them, and sent them back to her. And no matter how many times I have told her to charge their card (and refuse the package), she tells me the same thing. All they have to do is call their cc company, and she is out the money and merchandise. The CC companies are on our side. (Which is a good thing.)

Sorry you got a bum lens. It happens. Not every thing is perfect. It is a chance you take ordering on line vs buying locally. I bought a sewing machine on line (spent $4000 on it too), and mine was a lemon. It took almost a year for the company to replace it. I did have to mail it at my expense 3 times back to them (at $60 a pop) before they would admit it was a lemon.
I have another friend who bought a shirt online, and when it came, it had 3 arms sewn on it. MISTAKES HAPPEN.

In your case, I would highly suggest you stick to buying locally since you obviously can't handle ordering online.

[danidabi]

Heck I would have even given them my CC number to hold in good faith.

Um am I the only one who thinks that would be the same as letting them charge the new lens to your credit card???

I have another friend who bought a shirt online, and when it came, it had 3 arms sewn on it. MISTAKES HAPPEN.

LMAO. That would have been interesting to put on:p

[DonSchap]

Um am I the only one who thinks that would be the same as letting them charge the new lens to your credit card???



LMAO. That would have been interesting to put on:p

That third sleeve wasn't for his upper arms ... LOL :D It was just a longer shirt tail.

[SpecialK]

It sounds like you are over reacting to me.

First off, have you even taken the camera to a camera store to have them play with it? Maybe there is some user error involved that may be cleared up if you let someone with DSLR experience handle the camera.

Secondly, B&H is doing everything within their power to help you. Your demands are unreasonable for a business to give. They arent going to just send you out a new camera for free in hopes that you return the old one. That would be bad business practices. Instead they have offered you a full refund on your current camera if you purchase a new one right now. Not only that, but they are offering you overnight shipping. That to me sounds like some good customer support. They are meeting you half way.

In any case, I would recommend taking the camera and lens to a local camera store and have them play with it. If they can not get it to work, call up B&H, tell them you would like to take them up on their offer, and buy a new camera.

The less time you spend complaning about the problem, the sooner it can be fixed.



I could not say it better.

[Honest Gaza]

Personally, I can understand the OP's anger.

Yes, it is a risk we take when ordering on-line that the goods could arrive faulty. But one thing is for certain, it is not the buyer's fault if this occurs.

The on-line Seller will often advertise the fact that you get cheaper prices because they don't have to run a shop front (in some cases). Whether they have a shop front or not, they certainly didn't have to spend time "selling" you the product....so they are benefitting too.

So when the goods arrive "faulty", just like purchasing from anywhere, why shouldn't you feel disappointed ?

I probably agree that the supplier should not necessarily provide replacement equipment before receiving the "faulty" equipment because the business would leave itself open to dishonest dealings. However, the buyer should certainly not have to incur any additional delivery costs. And if the buyer wants a refund (and the goods were proven to be faulty), then YES, refund the shipping costs as well.

The business chose to offer goods via on-line ordering (possibly even made a profit from the shipping costs)....so if it supplies a faulty product, why shouldn't it accept the responsibility of all costs.

I know this doesn't and won't happen in practice....but like I said, I understand the OP's anger.

[Rhys]

Somebody I once knew said never press the send button when you're angry or upset.

[SpecialK]

Canon provides a warranty and technically the seller is responsible for NOTHING.