New sigma lens and B&H Customer Support

Hi all,
I just want to share you some customer service experience with B&H.

I really heard great things about B&H and I'm happy with their service until yesterday.

Two days ago I received my new Sigma 30mm f/1.4. I was very happy with it in all my test at short distance.

Lens was sharp even at f/1.4. Then I noticed that the lens was backfocusing at distances greater than 3ft so I decided to return the lens.

I called their customer service and after I explained what was my problem the person on the phone told me I had to call customer service (!) and passed me to another person. The second person told me to call customer service again and gave me the original phone number I called before... I tried to tell him I already called the same number but he hanged up.

I called again and at this time I started the phone call telling that I already called and was bounced twice. The guy seemed apologetic and asked me what was wrong. I told I wanted to return my lens but he proposed to exchange it. I asked him what was the procedure and while I was still thinking about it he gave me the exchange information. Then I asked what if I wanted to return it, well the guy came back and said the computer when down and that was everything he could do...

I'm trying to see this guy good faith but I see bad customer service. I'm expecting the email for the exchange and hope things will go smooth from here, I just didn't expect an experience like this from such a "good" name.

Wierd.

Never heard of such a thing from them.

There was a guy on here that used to post that worked for B&H., I forgot who it was, but anyway... that's really unusual.

Are you looking to return or just to exchange?

Julio

Loansharkx said:

Wierd.

Never heard of such a thing from them.

There was a guy on here that used to post that worked for B&H., I
forgot who it was, but anyway... that's really unusual.

Are you looking to return or just to exchange?

Julio

Click to expand...

I also think it is unusual. I always had good experience with them but this time it looked like they didn't care. I want to add that I never exchanged or returned anything with them.

Loansharkx wrote:
[snip]

Loansharkx said:

There was a guy on here that used to post that worked for B&H., I
forgot who it was, but anyway... that's really unusual.

Click to expand...

[snip]

You must be thinking of Henry Posner. He's in charge of customer service at B&H. He doesn't join regular discussions very often, but if an issue arises with B&H he pops in to help and to fix whatever seemed to have gone wrong. Good man.

BTW - when you deal with a New Yorker, you should be tolerant of their culture. What non-New Yorkers perceive as rudeness is really just dialect and speed.

Ken Plotkin

I had to make an exchange with B&H once. They never gave me any flack and offered an exchange no questions asked. They emailed me an exchange label, and that was the end of it. My only complaint was it took 2 days for the label to arrive, but that wasn't a big deal at all.

Do you really want to return it rather than exchange? If so, call them back and persist until you are satisfied. There seems to be some problem here but i'm sure you will be able to get it straightened out, as B&H will certainly accept a return under these circumstances.

CCarroll said:

Do you really want to return it rather than exchange? If so, call
them back and persist until you are satisfied. There seems to be
some problem here but i'm sure you will be able to get it
straightened out, as B&H will certainly accept a return under these
circumstances.

Click to expand...

I don't mind trying an exchange and yes I know people from New York because I lived there 5 years. The only think is that I didn't like being bounced a few times and left there telling the computer wasn't working anymore... he sounded like poor support to me.

It's very simple to return anything, you just need an RMA authorization from them. Today I called to return a camera bag I just received. The guy had me listen to a short message telling all about how I need to return it in absolute new condition with all manufacturer packing materials and literature. He gave me the RMA number and that was it!

He was a bit abrupt, but that is the New York way. I wouldn't complain too much if your call just got bounced a couple of times -- unless you got hold of a "wiseacre" it was probably just a glitch in the system.

My suggestion - make up your mind for sure if you want to exchange or return and then just tell them that's what you want to do -- don't be wishy-washy on the phone call.

Why dont you e-mail Henry if all else fails. He is a director and often posts here. I have been extremely happy with their service. Thus far it has been five star!!

Henry Posner / B&H Photo-Video [[email protected]]

Very unusual. My first 30/1.4 was not perfect either, so I called B&H for an exchange. They immediately gave me an RMA number, and e-mailed me a free return shipping label the next day. Didn't cost me a penny and all went smoothly.

BTW, the second copy of the 30/1.4 was/is magnificent!

Sal

I’ve never had a problem with them. Either in the store or over the phone or web. If you ever visit the store, you will see whey these people are trying to deal with incredible volume. The people are very nice and friendly and it is incredible that they stay that way when its wall to wall people and no breaks for them 6 days a week from opening to closing.

Morris

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http://qcpages.qc.edu/~morris/POD