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B & H's Attitude

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I tend to side with the customer. Customers don't usually complain for nothing. Not knowing what actually transpired between Gadav and B&H I can't really comment much. Maybe this customer just wanted a straight-up answer without the putting down of other businesses, etc. I'm sure if he called up some other store they'll put down B&H, etc. Maybe he's heard it so often it now sounds just like part of a sales spiel or whatnot. Put down the other business, blah blah blah. Who knows.

I was a bit surprised by Mr. Posner's response here. Then again, I don't really know what transpired during the phone conversation. I was expecting or hoping at least, for Mr. Posner to say something like, "We value all our customers and when a customer has a concern with the way they've been treated we take it seriously and try to make it right. the salesperson was only trying to explain how the other business can charge much less and did not mean to insult your intelligence or anything by saying..... So, we didn't mean anything untoward by what we said and am sorry you took it the wrong way. Unfortunately we cannot match the lower price you have found elsewhere. If there is anything else we can do for you let us know." You know, every customer is important.

Having said that, I would like to add that I have had nothing but great service from B&H and will continue to do business with them.
Juli Valley said:
Did it ever occur to you that you have the problem communicating
with B & H? Almost every message speaks to their excellent service
and reliability.
Click to expand...
 
Girish,

As long as you order stuff from their website..its all good. The moment you pick up the phone to talk to them...all you would get is some obnoxious a55 on the phone who will be as helpful as bush is to this economy.
 
He explained how he understood the conversation had gone, including the appropriate responses he expected of the B&H employee.

After talking with the complainant, he added some dry, measured humor about the situation that leads me to believe that he feels that this customer has made himself something less than a "valued" customer.

He's just being frank. I don't need to see him tap dance and grovel for a customer he may consider himself better off without.
Justme said:
I was a bit surprised by Mr. Posner's response here. Then again, I
don't really know what transpired during the phone conversation. I
was expecting or hoping at least, for Mr. Posner to say something
like, "We value all our customers and when a customer has a concern
with the way they've been treated we take it seriously and try to
make it right. the salesperson was only trying to explain how the
other business can charge much less and did not mean to insult your
intelligence or anything by saying..... So, we didn't mean
anything untoward by what we said and am sorry you took it the
wrong way. Unfortunately we cannot match the lower price you have
found elsewhere. If there is anything else we can do for you let
us know." You know, every customer is important.

Having said that, I would like to add that I have had nothing but
great service from B&H and will continue to do business with them.
Juli Valley said:
Did it ever occur to you that you have the problem communicating
with B & H? Almost every message speaks to their excellent service
and reliability.
Click to expand...
Click to expand...
 
...on this thread, spending serious bucks for photo gear from B&H.
Sunny said:
Girish,
As long as you order stuff from their website..its all good. The
moment you pick up the phone to talk to them...all you would get is
some obnoxious a55 on the phone who will be as helpful as bush is
to this economy.
Click to expand...
 
I was hesitant about buying from BH, but made my first order last week. I called first and got a person rather quickly. Made an online order and it came the next day.

I will be more comfortable ordering from them tomorrow, especially with all the positive feedback here, thanks to you.
El
 
tom margulies said:
I have purchased equipment on and off from B and H since the early
1980's. They are generally polite and honest. But the lowest
prices? Not in my experience. My local dealer beats B&H
consistantly on equipment they both carry. They are a good store
but not a great bargain. Competitive yes. "Always the lowest" no
way.
Click to expand...
Tom you are so lucky to have a local store that has competitive
prices. My local one is typically 30 percent higher than B&H prices.
I suspect that's what a lot of people are finding and that's why
we are bragging on B&H.
--
Gandalf Guinn
http://www.pbase.com/gandalf/canon_d60
 
... even if 95% of folks are reasonable (enough) it doesn't keep the 5% from being loud if they 'feel' that they've been 'wronged'. Note that the original complainer must not have checked the validity of the other mail-order houses that offer $3800 1D's ... I did, before spending $4299 for mine (not from B & H.) I don't think that bogus price matching is very ethical ... but if the complainer had risked his money with one of the cheap places I do believe that we would be hearing about that now, as well.

So you can side with the customer, IN GENERAL. Just be careful before you side with A customer, IN PARTICULAR.
The customer (in general) sometimes just has a bug where the sun doesn't shine.
Ken
Justme said:
I was a bit surprised by Mr. Posner's response here. Then again, I
don't really know what transpired during the phone conversation. I
was expecting or hoping at least, for Mr. Posner to say something
like, "We value all our customers and when a customer has a concern
with the way they've been treated we take it seriously and try to
make it right. the salesperson was only trying to explain how the
other business can charge much less and did not mean to insult your
intelligence or anything by saying..... So, we didn't mean
anything untoward by what we said and am sorry you took it the
wrong way. Unfortunately we cannot match the lower price you have
found elsewhere. If there is anything else we can do for you let
us know." You know, every customer is important.

Having said that, I would like to add that I have had nothing but
great service from B&H and will continue to do business with them.
Juli Valley said:
Did it ever occur to you that you have the problem communicating
with B & H? Almost every message speaks to their excellent service
and reliability.
Click to expand...
Click to expand...
--

A couple of Canon DSLRs, a nice off-white lens and some red-stripe lenses and one with a gold stripe, some misc. accessories including various photon ejectors and paper holders. A ton of film equipment from 35mm to 4 x 5. A minivan and a Fender Stratocaster. A three bedroom ranch on an acre. Also, absolutely no Canon 1200mm f/5.6.
 
elmo said:
He explained how he understood the conversation had gone, including
the appropriate responses he expected of the B&H employee.
Click to expand...
He's the "face" we see of B&H here. Sort of a public relations guy. It would have been more impressive to me if he'd taken the high road. No need to belittle the customer ("after talking to him I'd give xxx a raise"). I don't know what transpired between the two of them so I'll give him the benefit of the doubt. Still, that's no reason to make fun of a potential customer. Being a representative of a well respected company, it could have been handled more tactfully. Customers complain, that's a fact of life. Not all transactions go well all the time. Things happen. It's how it's handled afterwards that says a lot. Then again, that's just my opnion.
elmo said:
After talking with the complainant, he added some dry, measured
humor about the situation that leads me to believe that he feels
that this customer has made himself something less than a "valued"
customer.

He's just being frank. I don't need to see him tap dance and grovel
for a customer he may consider himself better off without.
Justme said:
I was a bit surprised by Mr. Posner's response here. Then again, I
don't really know what transpired during the phone conversation. I
was expecting or hoping at least, for Mr. Posner to say something
like, "We value all our customers and when a customer has a concern
with the way they've been treated we take it seriously and try to
make it right. the salesperson was only trying to explain how the
other business can charge much less and did not mean to insult your
intelligence or anything by saying..... So, we didn't mean
anything untoward by what we said and am sorry you took it the
wrong way. Unfortunately we cannot match the lower price you have
found elsewhere. If there is anything else we can do for you let
us know." You know, every customer is important.

Having said that, I would like to add that I have had nothing but
great service from B&H and will continue to do business with them.
Juli Valley said:
Did it ever occur to you that you have the problem communicating
with B & H? Almost every message speaks to their excellent service
and reliability.
Click to expand...
Click to expand...
Click to expand...
 
Ken Phillips said:
... even if 95% of folks are reasonable (enough) it doesn't keep
the 5% from being loud if they 'feel' that they've been 'wronged'.
Note that the original complainer must not have checked the
validity of the other mail-order houses that offer $3800 1D's ... I
did, before spending $4299 for mine (not from B & H.)
Click to expand...
Ken Phillips said:
I don't think
that bogus price matching is very ethical ... but if the complainer
had risked his money with one of the cheap places I do believe that
we would be hearing about that now, as well.
Click to expand...
I think Gadav's main complaint was not that B&H didn't price-match but the attitude he received from the salesperson. "I am upset moreso about his attitude about matching the price rather than him not actually doing it". I think Gadav would have been happy if the salesperson had just approached it in a more tactful way. B&H would still have a customer perhaps.
Ken Phillips said:
So you can side with the customer, IN GENERAL. Just be careful
before you side with A customer, IN PARTICULAR.
Click to expand...
I'm not siding with anyone here. I don't really know what happened except what I read here.
Ken Phillips said:
The customer (in general) sometimes just has a bug where the sun
doesn't shine.
Click to expand...
This can apply to salespeople as well. Anyone can have a bad day.
Ken Phillips said:
Ken
Justme said:
I was a bit surprised by Mr. Posner's response here. Then again, I
don't really know what transpired during the phone conversation. I
was expecting or hoping at least, for Mr. Posner to say something
like, "We value all our customers and when a customer has a concern
with the way they've been treated we take it seriously and try to
make it right. the salesperson was only trying to explain how the
other business can charge much less and did not mean to insult your
intelligence or anything by saying..... So, we didn't mean
anything untoward by what we said and am sorry you took it the
wrong way. Unfortunately we cannot match the lower price you have
found elsewhere. If there is anything else we can do for you let
us know." You know, every customer is important.

Having said that, I would like to add that I have had nothing but
great service from B&H and will continue to do business with them.
Juli Valley said:
Did it ever occur to you that you have the problem communicating
with B & H? Almost every message speaks to their excellent service
and reliability.
Click to expand...
Click to expand...
--
A couple of Canon DSLRs, a nice off-white lens and some red-stripe
lenses and one with a gold stripe, some misc. accessories including
various photon ejectors and paper holders. A ton of film equipment
from 35mm to 4 x 5. A minivan and a Fender Stratocaster. A three
bedroom ranch on an acre. Also, absolutely no Canon 1200mm f/5.6.
Click to expand...
--
http://www.pbase.com/golfpic/richview
 
I always wonder why people have to bring politics into the fray. If you knew anything about economics, business cycles, the world economy, you would know enough not to blame Bush for a down turn in the US economy. This recession started with Clinton. Enron's, Worldcom's problems started on Clinton's watch. I can make a list, I'd rather not. Not to mention the hated Bin Laden who is the one who is to blame for the ongoing downturn. United Airlines is bankrupt due to terrorism, and not Bush.

As to your remarks about calling B & H and getting an A__ , it would be better if you didn't call anymore, that way, I and others won't have to wait on hold for you to finish your conversation with them.

Get a life!

JL
Sunny said:
Girish,
As long as you order stuff from their website..its all good. The
moment you pick up the phone to talk to them...all you would get is
some obnoxious a55 on the phone who will be as helpful as bush is
to this economy.
Click to expand...
--
Jonathan Lefcourt
D60,24-70L, 70-200L 2.8 IS, 15-30 Sigma (wish it was 2.8!)
50 1.4, 28-135 IS, Metz 54, 550EX, S40
and a lot of other stuff I drag around!
 
Girish Jadav said:
Hello,

With this attitude, I doubt the company will be
continuing for much longer and I hope you take this into
consideration when buying your next camera or any other
accessories. If anyone has B&H's owner's name, I would like to
have it so I can update him on his employee's attitude towards me.

GJ
Click to expand...
The only problem I have ever had with B&H is my problem. When I visit a toy store, there are just too many toys, and not enough money in my pocket. This toy store is my favorite for selection, prices, & service, as expressed by so many here before me.

I will keep coming back whenever I have saved enough to get my next toy. And when I do, I know I have come to the right place. No second guessing, no complaints.

Now, if I can only win the lottery, B&H will have a real problem with me - delivering so many boxes. LOL
--
Jim
 
Tom,

Give your local dealer a big break, let us all know who he is. I am sure there are others who live near you and would like to deal locally and he can use the extra business. I live an hour-and-a-half by bus from Port Authority bus terminal in NYC and then have to get down to B&H (cannot stand to drive into Manhattan!). I am wiling to spend $20+ on transportation (rather than $7.50 for shipping) to go in and hold the item in my hand and take it home with me. Besides you can play with the new toy on the bus but not while driving the car.

If I had a dealer somewhere around me with their selection and prices I would gladly shop with them. Until then it's back on the bus.

Jim
tom margulies said:
I have purchased equipment on and off from B and H since the early
1980's. They are generally polite and honest. But the lowest
prices? Not in my experience. My local dealer beats B&H
consistantly on equipment they both carry. They are a good store
but not a great bargain. Competitive yes. "Always the lowest" no
way.
Click to expand...
 
Justme said:
I think Gadav's main complaint was not that B&H didn't price-match
but the attitude he received from the salesperson. "I am upset
moreso about his attitude about matching the price rather than him
not actually doing it". I think Gadav would have been happy if the
salesperson had just approached it in a more tactful way. B&H
would still have a customer perhaps.
Click to expand...
I realise that many adhere to the "customer is always right" philosophy, but some customers are just too, hmm, stupid for their own good. Trying to pricematch a 1D (& full kit) with a 1D from a well known bait&switch outfit isn't something that warrants customer cuddling. It's a waste of everyone involved's time.

That said, when I bought my flash a couple of months back I noticed a price discrepancy between two stores. My favourite store has 'pro' status with Canon Norway, and should've been cheaper, but the other store for some reason beat their price. I asked one of their salespersons, and no, they couldn't pricematch without loosing money on the sale. What I did next was simply to call Canon, told my contact person there the story (and the sums involved) and he told me to get the salesperson to call him. I did, and that way they managed to match the other store's price. I was happy, the store was happy and presumably Canon was happy. (the other store is a reputable store, but I simply prefer the other one)

Diplomacy goes both ways.

--
Rune, http://runesbike.com/
 
I didn't say they were the lowest, just said they had the best selection and keep most stuff in stock.

I gotta say though, you're lucky as heck to have a local dealer that has good prices and carries stuff. I was calling around looking for a 550EX right before Christmas and got told it was too 'high end' for that store.

Guess I'll buy online from now on. I'll pay shipping, it's cheaper than sales tax anyway most of the time.
 
Rune Moberg said:
Justme said:
I think Gadav's main complaint was not that B&H didn't price-match
but the attitude he received from the salesperson. "I am upset
moreso about his attitude about matching the price rather than him
not actually doing it". I think Gadav would have been happy if the
salesperson had just approached it in a more tactful way. B&H
would still have a customer perhaps.
Click to expand...
I realise that many adhere to the "customer is always right"
philosophy, but some customers are just too, hmm, stupid for their
own good. Trying to pricematch a 1D (& full kit) with a 1D from a
well known bait&switch outfit isn't something that warrants
customer cuddling.
Click to expand...
If you think and expect all customers (same goes for salespeople) to be well informed, then you've never worked in retail. Stupid or uninformed?
Rune Moberg said:
It's a waste of everyone involved's time.
Click to expand...
Depends on how much you want to keep the customer. If it's your business, do as you please. Another store will gladly welcome the business. I suppose that's why people shop at different stores.
Rune Moberg said:
Diplomacy goes both ways.
Click to expand...
But the money only goes one way ;)
Rune Moberg said:
--
Rune, http://runesbike.com/
Click to expand...
 
Please, Tom, pass along the info. Who's the local dealer?

I don't think anyone here has an actual 'allegiance' to B&H, and all of our deals are probably contingent upon the specific situation/product/timing. If someone said "always the lowest," it's obviously too much of a generalization to be a truism. But, i don't think there's any other store (in the world, perhaps) that has the comprehensive selection of B&H. Of EVERY type of product, at every level, at GREAT prices. Surely one can find a small camera store that sells all of the usual Canon gear, but B&H has all of that, plus all of the Profoto and Nobilex and Mamiya and Sony and Plume and Epson and Rollei and... well, everything. And, enough different professionals behind the counter that you can find someone there who has real-world experience with that equipment.

And, i can't stress this enough - ONE price. I'm sure I could go to Adorama, and 'negotiate' a slightly better or matching price, but this ain't Calcutta.

Ze
tom margulies said:
I have purchased equipment on and off from B and H since the early
1980's. They are generally polite and honest. But the lowest
prices? Not in my experience. My local dealer beats B&H
consistantly on equipment they both carry. They are a good store
but not a great bargain. Competitive yes. "Always the lowest" no
way.
Click to expand...
 
If I were so jaded, I'd think that Girish was really a B&H shill. Knowing full well that the amount of 'pro'-B&H sentiment would strangle the single 'anti-'B&H rant. This negative post has blossomed into a pretty comprehensive, FREE B&H endorsement/advertisement.

Either a dumb move, or a brilliant post, Depending on Girish's true identity.

ZP
EL_Hombre said:
I was hesitant about buying from BH, but made my first order last
week. I called first and got a person rather quickly. Made an
online order and it came the next day.

I will be more comfortable ordering from them tomorrow, especially
with all the positive feedback here, thanks to you.
El
Click to expand...
 
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