jbregar
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 p.2 #18 · What the heck has happened to B&H? | |
Andrew2 wrote:
I know I said I was out, but I have to speak my mind on this....
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B&H isn't doing anything here that any other vendor wouldn't do when a package is presumed lost - That is file a claim to figure out where the item is and process accordingly. At the moment all they know is the item is stuck in Memphis. They need to find out if the item is being delayed and why, or if its lost before processing either a refund or replacement. This is nothing new and most all vendors would do the same... NOT just B&H....Show more →
I think you're wrong on a few levels here. First off, this isn't what "any other vendor" does when presented with this situation. I've been mail-ordering camera gear for multiple decades at this point, so I've had a half-dozen or so situations where things have gotten lost or delayed in transit. So far, this is the only time in that history of ordering that a vendor has refused to re-ship an item that's gone missing for a week. A couple of times the item eventually arrived at which point the vendor retrieved it and I was happy to send it back. Amazon told me to just keep both of the items in the lost shipment (and they were more valuable than this tripod). Point is, most vendors re-ship or refund first and then handle the claims process on their end. B&H apparently has the ability to recall a package... why not re-ship the tripod then recall the original? In my experience, that is what most vendors do.
Second, what is happening now is not B&H policy. I have a copy of their "Customer Service Training Manual" because it was posted publicly on their web site before I brought it to Henry's attention and it was deleted. Their customer service manual says that in the case of a loss or delay, if the shipment misses its original delivery date plus one day, they will ship a replacement "right away."
That said, I promise you I understand your frustration (been there myself), but I can also tell you from experience your attitude isn't helping the matter and has probably put some off at B&H. Now you're stuck with playing the "policy game" when perhaps a bit of patience and understanding may have gotten you a replacement sooner instead of forcing them to stick to policy.
See above. My current situation is not their "policy." Their policy is:
"Lost in Transit/No Scans for Several Days – We must give the package one extra day past the original scheduled delivery date and then we will be able to reship right away."
That's a direct copy and paste from their customer service manual. There's no mention of waiting for a claims process to complete. There's also no mention of "if we think it'll eventually show up, we'll refuse to reship at all."
I will note, this policy document squares with what I was originally told when I chatted with them last Monday. I was told that I should contact them on Wednesday (the day after that "extra day" mentioned above) and they would re-ship the item. When I did that, the story changed to "we need to wait for the claim process" and I started getting really annoyed.
Also, if you have a tracking number, there's nothing preventing you from calling Fed Ex and finding out the status of "your" package. In fact if it were my package that's exactly what I would be doing seeing how important it is to me.
I did contact FedEx. FedEx's response is basically "we have no idea, it's probably stuck in a container in Memphis, but we can't tell you for sure." That said, like I've maintained from the start... my problem really isn't FedEx's delay. I understand that and none of us control the weather.
Yeah, you have a right to be upset, and yeah, B&H may bear some of the blame, but do let your emotions get to the point that you insult those that you're relying on to help you. You might also remember to the item is in the hands of Fed Ex, not B&H.
I think I've been pretty patient with B&H and FedEx. I also don't think I've been "insulting." I think I'm holding Henry and B&H to their own policies and the reality of what happened. Also, from my view there's been very little attempt to help me at all... just a lot of deflection and shifting the goalposts around to avoid taking any kind of action and keep me strung along.
Also, FedEx was B&H's choice. The package is not "mine" until it's delivered, B&H is responsible for getting it to me at which point title transfers.
BTW, I think some are piling on B&H for their own agenda. And actually HenryP has been more helpful to members in this forum than some my realize. Yeah, he may not be able to help the OP, but that's just one in the many he has helped.
I have nothing against Henry. I think he's definitely a "company man," but I don't really blame him for that... it's fine to know who signs your paychecks. What I did get a little annoyed with is his tone in responding to me when I mention I'm unhappy that B&H's story keeps changing. I also think it's disingenuous to make it sound like they discovered their own delayed shipping error and upgraded the shipping proactively (they did not).
This started out with a customer who was annoyed part of their order sat in a warehouse for several days before being shipped (despite being assured twice it was shipping that day). It ended with B&H changing their "policy" every time we hit a milestone to avoid doing anything about it. I think I'm pretty justified to feel like I do... regardless of your potshots at my "attitude."
I would have never even posted here if I'd gotten a sincere apology and they'd reshipped according to their own policies.
The package did get a "departure scan" yesterday evening so it appears to be moving again. Since the FedEx delay wasn't really the issue, it doesn't really change my feelings on the matter.
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