No criticism intended -- not in the least. I meant that as a compliment, though I know you strive to do better. That's why we keep coming back.
;- )
I understand that with multiple departments, each operating with different information and conditions, it can take a bit to get it all sorted out. Once upon a time in an earlier life, I was a buyer for a large regional computer company, and we would regularly have to deal with customers in the gray zone, who would exploit their status as good customers to act as resellers (often network installers, and that kind of thing). Different departments of our company got conflicting information from them, and more than once it jeopardized our contracts with manufacturers. It required some forensic work and not a little bit of diplomacy to work out -- even so, eventually we had to drop at least one of them.
Unfortunately for honest customers like netexpress, the cheats were often the ones who squealed the loudest when they were called on it.
henryp wrote: But I am pleased to report that I've just gotten off the phone with the manager of the department which made the initial determination and with our treasurer. The orders and your place in the queue are all being reinstated.
Thank you Henry, confidence 100% restored! B&H is still my go-to supplier.
Smiert Spionam wrote:
23 hours and 41 minutes after the first post, it's resolved.
henryp wrote:
Sorry I was so slow. I have an ill family member for whom we are waiting for authorization to hospitalize and my dad had outpatient cancer surgery Thursday. Also, at some point B&H closed for the evening and I was unable to finalize this with others here until this morning. I regret the situation, for which we have apologized, and am sorry the OP did not reach out to me at the outset.
I am happy to note the OP wrote, "Henry has done everything I asked for 36-hours after placing the order so the issue is now closed."
Henry Posner B&H Photo-Video
netexpress wrote:
I'm sorry Henry. Everyone on FM sends their warmth and best wishes for a healthy, happy and long life for your father and other family member.
+100 !!!
Smiert Spionam wrote:
23 hours and 41 minutes after the first post, it's resolved.
chez wrote:
And I wonder if it would have been resolved if it weren't for the outrage on this forum?
I'm guessing yes! Although it might have taken two days instead of one - at worst.
Just sold my 5DII and BG-E6 so . . . Just pre-ordered new stuff from B&H - might have gone with Adorama but now have renewed confidence in B&H after seeing that this was resolved.
Compared prices for 5DIII body, BG-E11 grip and extra LP-E6 battery.
B&H and Adorama are exactly the same. Amazon was also the same for body and battery except the BG-E11 was USD490. While it was only USD349.99 at B&H and Adorama.
I know I am probably waaaaay down the pre-order list. I wonder when I can expect my stuff?
I have never met them in person, but Eldar helps me whenever he can. I have bought and returned items(my fault, I changed my mind) and gotten used gear from them as well. GREAT customer service and free shipping!
chez wrote:
And I wonder if it would have been resolved if it weren't for the outrage on this forum?
Absolutely. I take customer issues seriously no matter how they come to my attention. In fact this would probably have been resolved Thur instead of Fri if the OP had emailed me before posting here, or at the same time.
I can confirm that Henry and B&H sales have emailed me and it looks like all remaining back orders are being re-confirmed and/or replaced as I requested as we speak.
netexpress wrote:
I can confirm that Henry and B&H sales have emailed me and it looks like all remaining back orders are being re-confirmed and/or replaced as I requested as we speak.
that's nice, but do you really intend to buy from them going forward?
personally I don't see the wisdom in continuing to to shop from a place that seems to act arbitrarily. additionally, while Henry actually did apologize, what I've seen of them personally from this thread and this thread alone looks awfully accusatory. make sure you change your email? we "contacted" you but you didnt respond so we flagged you? I mean, really?
you provide a telephone number when you ordered, presumably. I get told a lot I was "contacted"; oh we called, oh we emailed, oh we sent you a written notice. funny how those never seem to make it to me.
all I can say is that the next time I look to buy something this incident will weigh in my mind.
henryp wrote:
Absolutely. I take customer issues seriously no matter how they come to my attention. In fact this would probably have been resolved Thur instead of Fri if the OP had emailed me before posting here, or at the same time.
Henry Posner B&H Photo-Video
To be fair, he did contact both sales and customer service before posting. I've been a frequent poster in these forums, and a long time B&H customer, and I've honestly never heard of you before, Henry, so I guess I'm not completely surprised that he wouldn't have known to email you first. Forums, IMO, are perfect for this type of thing.
redisburning wrote:
that's nice, but do you really intend to buy from them going forward?
personally I don't see the wisdom in continuing to to shop from a place that seems to act arbitrarily. additionally, while Henry actually did apologize, what I've seen of them personally from this thread and this thread alone looks awfully accusatory. make sure you change your email? we "contacted" you but you didnt respond so we flagged you? I mean, really?
you provide a telephone number when you ordered, presumably. I get told a lot I was "contacted"; oh we called, oh we emailed, oh we sent you a written notice. funny how those never seem to make it to me.
all I can say is that the next time I look to buy something this incident will weigh in my mind.
Well since you are asking me directly I will answer because it is a fair question.
Yes, I agree with what you are saying. I purposefully chose not to defend myself. I could have deconstructed what Henry posted point-by-point and made an issues of several things here and the timeline of events. I did not.
I have a simple two part test:
Did I get what I asked for?
a) Apology - check
b) Back orders restored + account unfrozen - check
Was it done in a timely manner:
a) 36 hours - check
If I had needed more I would have asked for more. These were my criteria, this is what I asked for. This is what B&H delivered.
I could continue to make issue of other things.
However to me the rest is more or less ego which is usually best left checked with the baggage.
The fact is I asked for a specific remedy and I got it.
As a corollary I would only add that it would be unfair of me as a customer to complain post-resolution about anything I specifically did not request.
In other words B&H can only be expected to deliver what I asked for. It's up to me to clearly ask. Otherwise I really have no right to complain about not getting it if I didn't ask for it.
This was my original gripe with B&H i.e. if B&H has a problem please state clearly what you need from me to resolve it. B&H was never able to state clearly what they wanted. Although they clearly got overwhelming evidence anyway.
These things work both ways. Both parties need to state clearly what they want. Then resolution because easy.
