I hate UPS too and I have experienced multiple foul ups with them. If you're ordering from B&H, the real secret is to spring for the extra $5 to get a QUALITY carrier like FedEx. You need to put your money where your mouth is! I'm sure B&H get "special pricing" if they use this second rate carrier; therefore, it's important for you to encourage them to us a better carrier by not sending anything with UPS.
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I got a totally destroyed lens from B&H (small photos)
- Thread starter unforgiven
- Start date
unforgiven
Well-known member
unforgiven
Well-known member
Ok... we all agree that UPS destroyed my package and B&H could do nothing about it...
But it's been 13 days since I was notified about the loss. Since then I sent 7 emails to B&H and I got two replies to wait. The last email was 5 days ago and they said that they need a few days more...
The needed one day to get the money from my credit card, and 13 days waren't enough for them to find what happened and send me another package?
But it's been 13 days since I was notified about the loss. Since then I sent 7 emails to B&H and I got two replies to wait. The last email was 5 days ago and they said that they need a few days more...
The needed one day to get the money from my credit card, and 13 days waren't enough for them to find what happened and send me another package?
Rebelwithoutaclue
Well-known member
Have you ASKED them to send another package? If you've given them the impression that you can wait, then there's no reason for them to send another in advance. Either way, B&H will have sold two lenses because you will have paid for one and UPS will have "bought" the other.
Don't recall the gentleman's name, but a B&H person sometimes posts to this forum. I suggest you track him down and ask that another unit be shipped. If you can't get a hold of who I'm talking about, just call or E-mail and say you'd like to expidite things and ask they ship another unit ASAP.
Don't recall the gentleman's name, but a B&H person sometimes posts to this forum. I suggest you track him down and ask that another unit be shipped. If you can't get a hold of who I'm talking about, just call or E-mail and say you'd like to expidite things and ask they ship another unit ASAP.
unforgiven
Well-known member
Yes, I asked them to send me an new package, but... no reply...
Justme
Forum Pro
I can understand your predicament and if you want a reply to your concerns...email Henry Posner. He's one of the people that can help with things over there. His email can be found on the website.
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http://www.pbase.com/golfpic/the_adventure_of_squirrels
http://www.pbase.com/golfpic/hopewell_rocks
http://www.pbase.com/golfpic/cabot_trail__cape_breton
unforgiven
Well-known member
...yesterday and they said me to wait until they get the money from UPS... I cannot understand... They know the lens destroyed, if it's B&H's or if it is UPS's mistake, they have to send me a new package. Why are they waiting for the money? To pay for the new lens? 
In the package there was also an ultrapod ($15) They asked me if it is broken or not... The package is still in the customers office... I hope that they don't want me to get the ultrapod from there and pay imporrt taxes+vat+UPS fee (more than $100 just for UPS).
Before I call, I sent them the nineth email. After the call I got a reply:
"Our records indicate that you have already contacted
our Customer Service Department in regards to this
matter.
Please advise how we can be of further assistance.
Thank you for your patronage.
Please refer to your Order number on all
correspondence."
They wrote:
"Please advise how we can be of further assistance."! They don't know what to do? Did they read any of my emails?
I wrote them the whole history again and asked them what is going to happen...
Guess what! No reply until now...
In the package there was also an ultrapod ($15) They asked me if it is broken or not... The package is still in the customers office... I hope that they don't want me to get the ultrapod from there and pay imporrt taxes+vat+UPS fee (more than $100 just for UPS).
Before I call, I sent them the nineth email. After the call I got a reply:
"Our records indicate that you have already contacted
our Customer Service Department in regards to this
matter.
Please advise how we can be of further assistance.
Thank you for your patronage.
Please refer to your Order number on all
correspondence."
They wrote:
"Please advise how we can be of further assistance."! They don't know what to do? Did they read any of my emails?
I wrote them the whole history again and asked them what is going to happen...
Guess what! No reply until now...
unforgiven
Well-known member
Justme
Forum Pro
It's on the Contact page here: Near bottom under Urgent Customer issues. Henry is the guy. Once in awhile he'll post here but not for awhile now.
http://www.bhphotovideo.com/bnh/controller/home?O=productlist.jsp&A=getpage&Q=ContactUs.jsp
--
http://www.pbase.com/golfpic/the_adventure_of_squirrels
http://www.pbase.com/golfpic/hopewell_rocks
http://www.pbase.com/golfpic/cabot_trail__cape_breton
unforgiven
Well-known member
It's on the Contact page here: Near bottom under Urgent Customer
issues. Henry is the guy. Once in awhile he'll post here but not
for awhile now.
http://www.bhphotovideo.com/bnh/controller/home?O=productlist.jsp&A=getpage&Q=ContactUs.jsp
--
http://www.pbase.com/golfpic/the_adventure_of_squirrels
http://www.pbase.com/golfpic/hopewell_rocks
http://www.pbase.com/golfpic/cabot_trail__cape_breton
chibimike
Senior Member
If I were you I would do a credit card chargeback then buy it from someone else.
B&H has a good reputation here, but their approach to your problem is not what I would call good. They know UPS has the package and it is destroyed, you have never touched the package so in no way is it your responsibility. Two weeks and nine emails, you have way more patience than I could possibly have.
mike
B&H has a good reputation here, but their approach to your problem is not what I would call good. They know UPS has the package and it is destroyed, you have never touched the package so in no way is it your responsibility. Two weeks and nine emails, you have way more patience than I could possibly have.
mike
F. Vissel
Well-known member
I bought sevral lenses from 17th street photo and also from B&H.
The international warranty card delivered with the lens is accepted here by the Canon Service Center in Willich.
So no problems.. (BTW, camera bodys are an entirely different story..)
The international warranty card delivered with the lens is accepted here by the Canon Service Center in Willich.
So no problems.. (BTW, camera bodys are an entirely different story..)
Otto Behrens #100144
Forum Enthusiast
what says Henry Posner?
Is that the new B&H service?
Otto
Is that the new B&H service?
Otto
unforgiven
Well-known member
As advised, I emailed mr Henry Posner a few minutes ago.
(I am afraid I sent him about five times the same email, because I had a problem with my connection. Sorry mr Posner!
)
(I am afraid I sent him about five times the same email, because I had a problem with my connection. Sorry mr Posner!
)rockhopper-fan
Well-known member
I agree, get your money back and shop elsewhere, service is something you should expect, not see as an additional benefit.
Anyway you made me nervous, I orded a lens at a different company but it's also coming from abroad with ups (from germany to holland so not that obscure). Anyway apparently it got checked at customs (just my luck) hopefully it will arrive today.
Anyway you made me nervous, I orded a lens at a different company but it's also coming from abroad with ups (from germany to holland so not that obscure). Anyway apparently it got checked at customs (just my luck) hopefully it will arrive today.
unforgiven
Well-known member
I received this email from mr. Henry Posner:
" First, please accept our apologies for this delay and your inconvenience. We also apologize on behalf of UPS with whom we will share this incident and the photos. The delay was caused by two things -- first that this took place at the time of New Year's and between holidays and weekend days it seems like a lot longer than it really was. If you remove all the holiday and weekend days from the calendar this took
That's the answer I was expecting all these days. I hope that UPS will not run another truck over my parcel!
I must thank mr Posner, and all of you for your advices.
I think I will continue to shop from B&H.
" First, please accept our apologies for this delay and your inconvenience. We also apologize on behalf of UPS with whom we will share this incident and the photos. The delay was caused by two things -- first that this took place at the time of New Year's and between holidays and weekend days it seems like a lot longer than it really was. If you remove all the holiday and weekend days from the calendar this took
That's the answer I was expecting all these days. I hope that UPS will not run another truck over my parcel!
I must thank mr Posner, and all of you for your advices.
I think I will continue to shop from B&H.
Rebelwithoutaclue
Well-known member
Henry is indeed the person I was thinking of. He posts here from time to time and I knew he'd fix it for you.
By the way, In the past B&H has used Fedex for shipping. If your case is not an isolated incident, I'm pretty sure they'll be re-evaluating their relationship w/ UPS.
B&H is the largest most reliable retailer in the business. Their size sometimes makes them appear bureaucratic. but that's why is working for them. The only time I've seen someone swear they'll never to business with them again was a case where the customer was clearly being unreasonable.
Glad to hear you had a happy ending.
By the way, In the past B&H has used Fedex for shipping. If your case is not an isolated incident, I'm pretty sure they'll be re-evaluating their relationship w/ UPS.
B&H is the largest most reliable retailer in the business. Their size sometimes makes them appear bureaucratic. but that's why is working for them. The only time I've seen someone swear they'll never to business with them again was a case where the customer was clearly being unreasonable.
Glad to hear you had a happy ending.
I agree that B&H are great to deal with and I will continue to do so.What I might suggest is for B&H to have a heart to heart with UPS about their services.I was amazed at how many folks have had problems with UPS and it would appear the company isn't particularly disturbed.I know our company would react very strongly to such input.Given that some of this bad PR rubs off on B&H I would really have that chat with UPS.
I received this email from mr. Henry Posner:
" First, please accept our apologies for this delay and your
inconvenience. We also apologize on behalf of UPS with whom we will
share this incident and the photos. The delay was caused by two
things -- first that this took place at the time of New Year's and
between holidays and weekend days it seems like a lot longer than
it really was. If you remove all the holiday and weekend days from
the calendar this took
you. Nonetheless we apologize. Second was that we needed UPS to
acknowledge the damage and their responsibility and elicit from
them their agreement to reimburse us for the value of the damaged
goods. While this has not been finalized we are acting on your
behalf anyway. A new parcel, B&H # 109994860 will be shipped and I
have added special instructions to the packers that they use
copious amounts of shock-absorbing materiel and our strongest
shipping cartons."
That's the answer I was expecting all these days. I hope that UPS
will not run another truck over my parcel!
I must thank mr Posner, and all of you for your advices.
I think I will continue to shop from B&H.
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