oster wrote:
I couldn't access the tapes of the calls yesterday (being Sunday), but I will today.
Wow, gives a whole new meaning to "calls are recorded for quality assurance" (or so).
As for why anyone may want to change the story from what it really was: I find it quite common that one doesn't want to admit a mistake. That's how we end up with "Wet Floor" and "the coffee is hot!" signs.
kirry007 wrote:
what a lovely thread....earlier this evening, I spent a grand on adorama.com. I want Santa to hand deliver my HD camcorder to me before the 25th...? Doable, Adorama ?
Contact me with your order number & I'll see what I can find out
Nice work OP - lying by omission. Still, you got a fair bit of bashing in, despite it being you who screwed up. (Nice work to all the other axe-grinders as well, never mind it's all because the OP didn't bother to tell the truth about the matter.)
Never mind who is right, wrong or whatever in this case, Helen's Oster's work for Adorama deserves praise. And, by the way, it reflects well on Adorama that they see fit to employ a person of her ability for this task.
For all of those anti Adorama folks I've been bitten by both Adorama and B&H. Adorama sent me a used D90 at full price (there were cookie crumbs in the box and cookie grease on the darn thing! but it only had 20 or so actuations) and issued a partial refund that i agreed to, and B&H has canceled numerous orders from their own pricing mistakes and also promised 2nd day shipping but didn't ship the item until a day and a half later.
Shit happens. They both have relatively great customer service compared to places like imaging-world.com -took 2 weeks to issue a refund and have slow shipping. I just bought a 7D from Cameta camera and they couldn't spend an extra 10 seconds on the phone with me to verify I had received a return email for a poorly focusing camera knowing that I hadn't received some of their other emails. I'm glad that Helen is here willing to help. I'd rather give my money to Adorama, B&H, or Amazon than Walmart, Circuity Shitty, or Best Buy.
I'm not taking sides here lol. It was probably a double screwup... Order change caused a push past a cutoff, salesman didn't notify customer, bla bla bla.
miccullen wrote:
Nice work OP - lying by omission. Still, you got a fair bit of bashing in, despite it being you who screwed up. (Nice work to all the other axe-grinders as well, never mind it's all because the OP didn't bother to tell the truth about the matter.)
Hold on, you don't know yet if he lied by omission. He did change his order, but it doesn't seem like it was changed from a 5D2 kit to 5D2 body only.
If he did do that, then he owe's Adorama and Helen an apology, however the sales guy should have informed him "this will change your ship date".
If he did not do that, well...
The funny thing is, the reason he changed was to get the free CF card and slingpack, right? And his CF card came...see where I'm going with this?
Helen, please do post the information when you get a chance to review it.
RobertLynn wrote:
Hold on, you don't know yet if he lied by omission. He did change his order, but it doesn't seem like it was changed from a 5D2 kit to 5D2 body only.
If he did do that, then he owe's Adorama and Helen an apology, however the sales guy should have informed him "this will change your ship date".
If he did not do that, well...
The funny thing is, the reason he changed was to get the free CF card and slingpack, right? And his CF card came...see where I'm going with this?
Helen, please do post the information when you get a chance to review it....Show more →
Good call Robert.
Helen. I am impressed you are here trying resolve this publicly.
I had written off Adorama, but I will be considering you in the future solely based on this effort- regardless of the outcome. Just the presence here gets high points in my book.
Helen is apparently a very dedicated and competent person. But I am not sure if she plays her role well as the "Customer Service Ambassador", as she claims.
No matter what you do, angry customers happen. Sometimes one decides to go out public this way. It would have been probably wise that the Ambassador contacted the person offline and apologized first ( yes, you got his $2700+S/H after all ) then settle the issue diplomatically. Instead, Helen decided to seek the justice in public court. She digs out the order records and now tapes ? She is determined to win. What would be the result of this ? Either Adorama will be proven responsible or Martin will be. Neither of which will be good for Adorama.
Adorama clearly had ( may still have ) a chance to settle with Martin offline and turn him into a happy customer again. The longer this dispute lasts, the more Adroma hurts.
Pondria wrote:
But I am not sure if she plays her role well as the "Customer Service Ambassador", as she claims.
No matter what you do, angry customers happen. Sometimes one decides to go out public this way. It would have been probably wise that the Ambassador contacted the person offline and apologized first ( yes, you got his $2700+S/H after all ) then settle the issue diplomatically. Instead, Helen decided to seek the justice in public court. She digs out the order records and now tapes ? She is determined to win. What would be the result of this ? Either Adorama will be proven responsible or Martin will be. Neither of which will be good for Adorama.
Adorama clearly had ( may still have ) a chance to settle with Martin offline and turn him into a happy customer again. The longer this dispute lasts, the more Adroma hurts. ...Show more →
Agreed, public battles with customers are a lose-lose for everyone...off line is far better...no one here is going to "win" no matter what.
RobertLynn wrote:
Hold on, you don't know yet if he lied by omission. He did change his order, but it doesn't seem like it was changed from a 5D2 kit to 5D2 body only.
If he did do that, then he owe's Adorama and Helen an apology, however the sales guy should have informed him "this will change your ship date".
If he did not do that, well...
The funny thing is, the reason he changed was to get the free CF card and slingpack, right? And his CF card came...see where I'm going with this?
Helen, please do post the information when you get a chance to review it....Show more →
I also ordered a 16GB CF card at the same time. This got shipped. It was the camera, free bag and FREE 16GB CF card that did not. I too will be interested to what Helen comes back with. But there is no intent to lie by omission on my part. When I made the OP I did not even think that calling back to change the order to include the free stuff was why it perhaps did not ship BECAUSE the sales guy said nothing about it but ADDED $6 onto my shipping total. I still don't know why he done that? I can only think that it was kind of a "penalty" to ensure that it still got out on time?
Pondria wrote:
Helen is apparently a very dedicated and competent person. But I am not sure if she plays her role well as the "Customer Service Ambassador", .......It would have been probably wise that the Ambassador contacted the person offline
I have been in email communication with the OP.
Pondria wrote:
Instead, Helen decided to seek the justice in public court. She digs out the order records and now tapes ? She is determined to win.
a) I didn't bring this to a public forum.
b)Yes, I do dig out order records and tapes - how else am I going to find out what took place?
c) no, I am not 'determined to win'. I'm contracted as an External Consultant to act as an independent advocate on behalf of Adorama customers.
My brief is to search for Internet postings which refer to Adorama, in order to investigate and resolve complaints and concerns that posters have been unable to address through regular customer service channels.
Whether the 'blame' is with a sales agent, the shipping manager, the computer system or the carriers, I will advise the Adorama management team of whatever action needs to be taken.
veroman wrote:
I don't do business with Adorama anymore. Haven't bought anything from them in 3 years.
I'm buying from Adorama for more than 10 years and have nothing to say but praises. The excellent service I am always getting there (by different salespersons) is the only reason I'll keep buying from them in the future. I also have a friends that hear my stories, buy there once and continue buying there from the exact same reason.
mpaul73 wrote:
I also ordered a 16GB CF card at the same time. This got shipped. It was the camera, free bag and FREE 16GB CF card that did not. I too will be interested to what Helen comes back with. But there is no intent to lie by omission on my part. When I made the OP I did not even think that calling back to change the order to include the free stuff was why it perhaps did not ship BECAUSE the sales guy said nothing about it but ADDED $6 onto my shipping total. I still don't know why he done that? I can only think that it was kind of a "penalty" to ensure that it still got out on time? ...Show more →
The original order was placed in plenty of time to allow for credit card verification - and shipping out on 17th December. Unfortunately, when the new order was placed, the credit card needed to be re-verified (this is a Bank requirement and not within Adorama's control).
The sales agent would have had no way of knowing that the credit card couldn't be re-verified in time, (this is handled separately by the anti-fraud department).
oster wrote:
The original order was placed in plenty of time to allow for credit card verification - and shipping out on 17th December. Unfortunately, when the new order was placed, the credit card needed to be re-verified (this is a Bank requirement and not within Adorama's control).
The sales agent would have had no way of knowing that the credit card couldn't be re-verified in time, (this is handled separately by the anti-fraud department).
I understand and it was unfortunate. However considering how important it was that I got it next day it would have been nice for the sales agent to inform me that by making the change it could be a problem. And I still don't know why he added $6 onto the shipping total?
oster wrote:
The original order was placed in plenty of time to allow for credit card verification - and shipping out on 17th December. Unfortunately, when the new order was placed, the credit card needed to be re-verified (this is a Bank requirement and not within Adorama's control). The sales agent would have had no way of knowing that the credit card couldn't be re-verified in time, (this is handled separately by the anti-fraud department).
No way of knowing? I would maintain that any sales representative within Adorama should be sufficiently informed and trained to know that a change in order such as the one described would result in a credit card re-verification process that could affect the timing of the delivery. If you know this, Helen, why wouldn't a sale agent?
Indeed, why wouldn't any and all Adorama sales agents be aware of the procedures followed by the anti-fraud department? After all, what the anti-fraud department does is part of the sales process, is it not?
mpaul73 wrote:
I understand and it was unfortunate. However considering how important it was that I got it next day it would have been nice for the sales agent to inform me that by making the change it could be a problem. And I still don't know why he added $6 onto the shipping total?
I will take a wild guess. Overnight shipping in particular is sensitive not only to weight but carton size, when they packed your free camera case it needed a bigger box hence additional overnight charges.
davenfl wrote:
I will take a wild guess. Overnight shipping in particular is sensitive not only to weight but carton size, when they packed your free camera case it needed a bigger box hence additional overnight charges.
Dave
Could be true, and I still think that the sales agent should have been able to inform me that I was not going to get what I had paid for.
I want to share my sympathy with you OP. Customer is never at fault, its the sales person's job to inform you to the best of his ability. In this case, he obviously failed. Busy is no excuse, we are all busy.
To adorama, as a superstore just suck it up and make it right.. stop using evidences to your advantage and make the customer look stupid.
mpaul73 wrote:
Could be true, and I still think that the sales agent should have been able to inform me that I was not going to get what I had paid for.
Mpaul at this point no amount of words or facts are going to make you feel any better, you feel s--t upon and so be it, that's your right. While I do have personal positive thoughts about Adorama it points out a potential flaw in their ordering system. Yes ever system is dependent on people but system designers always attempt to make them stupid proof because when people get busy things can slip through the cracks. To Helen I would say have your programmers add a check in the system when making changes to an order that has expedited shipping to log a warning message on the screen such as" Rush Shipping in Effect, Double Check No Delays Will Occur". Problem solved, unfortunately not yours Mpaul.
