philber wrote:
OK, B&H and Henry have come through, and all is well in the Kingdom of Photography. I am still at a loss to comprehend why it is the client who has to beg the vendor to be reinstated, rather than the vendor having to beg the client to get back on his good side. That so many members have commented on the poor phone service and yet keep on buying from B&H sounds unusual. As does the fact that a company offering such service remains a dominant force in the market. This says something about lack of competition IMHO. Because otherwise, I, as I client would have reinstated with B&H only those orders where being early in line matters, and would have used all my other business to establish a second, competitive relationship with another vendor. That nextexpress is willing to let bygones be bygones and act as though nothing ever happened only gives B&H a walk, and fails to impress upon them that bad customer service (that is being awfully mild) actually cost business.
I realize that one \"Ah Sh*t\" can wipe out a dozen \"Atta Boy\'s\" ... but, I try not to focus on the \"Got it wrong\", paying a bit more attention to the \"Got it right.\" and how hard I had to fight to get it there. We all have our \"Oooops\", and prefer to have an opportunity for correction / reconcilation. I tend to judge more on how determined you are at making it right than the occassional/exceptional \"Ooooops\".
In my limited experience with B&H, it has been good ... not something I can say for all vendors I\'ve dealt with. Although, they could really bump their standing by tossing Roland a \"freebie\". Not that he needs it, but it would be a \"drop in a bucket\" to B&H for such a show of \"goodwill\".
philber wrote:
OK, B&H and Henry have come through, and all is well in the Kingdom of Photography. I am still at a loss to comprehend why it is the client who has to beg the vendor to be reinstated, rather than the vendor having to beg the client to get back on his good side. That so many members have commented on the poor phone service and yet keep on buying from B&H sounds unusual. As does the fact that a company offering such service remains a dominant force in the market. This says something about lack of competition IMHO. Because otherwise, I, as I client would have reinstated with B&H only those orders where being early in line matters, and would have used all my other business to establish a second, competitive relationship with another vendor. That nextexpress is willing to let bygones be bygones and act as though nothing ever happened only gives B&H a walk, and fails to impress upon them that bad customer service (that is being awfully mild) actually cost business.
I realize that one \"Ah Sh*t\" can wipe out a dozen \"Atta Boy\'s\" ... but, I try not to focus on the \"Got it wrong\", paying a bit more attention to the \"Got it right.\" and how hard I had to fight to get it there. We all have our \"Oooops\", and prefer to have an opportunity for correction / reconcilation. I tend to judge more on how determined you are at making it right than the occassional/exceptional \"Ooooops\".
In my limited experience with B&H, it has been good ... not something I can say for all vendors I\'ve dealt with.
Mar 16, 2012 at 03:01 PM
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