Fed up with B&H poor service!

MCR216126 · Apr 22, 2004

Why is it most other retailers can tell you an estimated time period of when you will actually have the camera, but when I call B&H to check the status of an order that was not only placed over 2 months ago, but paid for in full already, I can't get an answer? They act like I'm out of line for asking if they know how many they will be receiving in and when.

The guy on the phone was so rude, he just said "look I don't know what to tell you, if you wanna cancel the order, I'll cancel it for you right now if you want." I told him I did not wish to cancel my order, I just wanted to get a little info on what the estimates were and where about I was on the list. I have no patience for people with no customer service. Maybe I should just cancel the order since the other retailer I ordered from was nice enough to let me know where exactly I stand on the list, and when I could most likely expect it. Sorry...makes my blood boil and I felt like complaining. Has anyone else received this poor attitude from B&H? I've spent over 10K with them last year alone....you'd think one could get a friendly rep on the phone now, wouldn't ya?

Matt

mark kay · Apr 22, 2004

Not even the canon reps get much in the way of advanced notice. I suspect that BH is getting so many calls with exactly the same question and if you read the boards here and elsewhere nobody really knows for sure so how can you expect a poor salesperson who picks up the phone to know-- when even most canon reps are still in the dark. He was gracious enough to cancel the order for you...In this particular case you are asking a question that no one has an answer... it is almost like asking which came first the chicken or the egg... or what is the meaning of life??

MCR said:
Why is it most other retailers can tell you an estimated time
period of when you will actually have the camera, but when I call
B&H to check the status of an order that was not only placed over 2
months ago, but paid for in full already, I can't get an answer?
They act like I'm out of line for asking if they know how many they
will be receiving in and when.

The guy on the phone was so rude, he just said "look I don't know
what to tell you, if you wanna cancel the order, I'll cancel it for
you right now if you want." I told him I did not wish to cancel my
order, I just wanted to get a little info on what the estimates
were and where about I was on the list. I have no patience for
people with no customer service. Maybe I should just cancel the
order since the other retailer I ordered from was nice enough to
let me know where exactly I stand on the list, and when I could
most likely expect it. Sorry...makes my blood boil and I felt like
complaining. Has anyone else received this poor attitude from B&H?
I've spent over 10K with them last year alone....you'd think one
could get a friendly rep on the phone now, wouldn't ya?

Matt

MCR216126 · Apr 22, 2004

Mark.....

I guess it wasn't portrayed in my original message, but the guy just had a horrible attitude with me and was anything but pleasant. I run a business, and the last thing I would do is come right out and ask if I should cancel an order because I don't know how to deal with customers. That's an easy way out an insult to a customer that's been waiting patiently like the rest of the world.

dbevis · Apr 22, 2004

just maybe?

Ken C. Smith · Apr 22, 2004

you may very well have your B&H order long before you see it from the other vendor. That was the case for many people who ordered the 10D from them.

B&H runs a great business -- but they are not into hand-holding. You and I may be on pins and needles waiting for this thing, but to them it's just another camera -- it'll get there when it gets there. (And it won't get there one day sooner if you and I know when that will be.)

I ordered only from B&H because I really believe that they do their level best to only take orders for the number of cameras that they can reasonably expect to get in.

You and I both ordered from them on one of only two days that they took orders for this camera -- and we paid for it in full -- I wouldn't do that with any other vendor.

I would suggest that if the pressure gets too much for you that you cancel your order and get on a list somewhere that will give you all of the information that you feel you need.

If you don't want to do that, then you, like me, will need to relax and enjoy the anticipation that comes to all of us little boys when we are waiting for Christmas.
Ken

\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\MCR said:
Why is it most other retailers can tell you an estimated time
period of when you will actually have the camera, but when I call
B&H to check the status of an order that was not only placed over 2
months ago, but paid for in full already, I can't get an answer?
They act like I'm out of line for asking if they know how many they
will be receiving in and when.

The guy on the phone was so rude, he just said "look I don't know
what to tell you, if you wanna cancel the order, I'll cancel it for
you right now if you want." I told him I did not wish to cancel my
order, I just wanted to get a little info on what the estimates
were and where about I was on the list. I have no patience for
people with no customer service. Maybe I should just cancel the
order since the other retailer I ordered from was nice enough to
let me know where exactly I stand on the list, and when I could
most likely expect it. Sorry...makes my blood boil and I felt like
complaining. Has anyone else received this poor attitude from B&H?
I've spent over 10K with them last year alone....you'd think one
could get a friendly rep on the phone now, wouldn't ya?

Matt

--
http://www.ksgraphicart.com

99V6Coupe · Apr 22, 2004

Maybe they should not have charged in full at first place... A $1000 would've been okay..but charged in full with such a large amount 2 months ago is a bit too much I think...

John

MCR said:
Why is it most other retailers can tell you an estimated time
period of when you will actually have the camera, but when I call
B&H to check the status of an order that was not only placed over 2
months ago, but paid for in full already, I can't get an answer?
They act like I'm out of line for asking if they know how many they
will be receiving in and when.

The guy on the phone was so rude, he just said "look I don't know
what to tell you, if you wanna cancel the order, I'll cancel it for
you right now if you want." I told him I did not wish to cancel my
order, I just wanted to get a little info on what the estimates
were and where about I was on the list. I have no patience for
people with no customer service. Maybe I should just cancel the
order since the other retailer I ordered from was nice enough to
let me know where exactly I stand on the list, and when I could
most likely expect it. Sorry...makes my blood boil and I felt like
complaining. Has anyone else received this poor attitude from B&H?
I've spent over 10K with them last year alone....you'd think one
could get a friendly rep on the phone now, wouldn't ya?

Matt

Charles Booher · Apr 22, 2004

If someone at B&H was surly with you the best thing to do is get their name and send a letter to the management. I know you are just venting here but wouldn't make you feel better to tell someone that could actually do something about it?

I've spoken to B&H personnel several times and their tones have ranged from indifferent to friendly, but I've never had one be rude.

B&H employs a lot of people and they are bound to have a couple of bad eggs. If management gets several complaints about the same person that individual will probably be looking for a job at one of the ripoff camera dealers, who value the ability to be rude. ;-)

--
Charles Booher

http://www.boohers.com

Derekasaurus Rex · Apr 22, 2004

I live in Manhattan and I go to B&H often. If there's one thing I've learned it's that they are in the dark as much (if not more) than we are about shipment dates. Often manufacturers give them no information; they don't know when something will be in stock until the box shows up.

If B&H is so inadequate compared to these "other retailers" you allude to, use them instead. Let your dollars vote instead of complaining here.

I think "I don't know what to tell you, if you wanna cancel the order, I'll cancel it for you right now" is a very fair thing for B&H to say and to do. They can't tell you what they don't know.

What I know is that B&H has good prices, a fair return policy, and can usually get what I want fast. 'Nuf said.

slimsay · Apr 22, 2004

You may want to read my post on the related thread as to the B&H story. My experience with them yesterday was quite pleasant (though it was in-store and it may be harder to be rude instore). Having questioned a number of dealers in the Manhattan area my impression is that B&H is being the most upfront when saying they really do not know when the camera is being delivered. I was at another store last week (at the same time as a Canon rep who was there displaying, among others, the 1Ds and Mark II) and the rep had to cool down this camera store from telling people expected ship dates because as the Canon rep said "how can you give an expected ship date when we don't know the expected ship date?" At least B&H is being upfront with their lack of knowledge..

MCR said:
Mark.....

I guess it wasn't portrayed in my original message, but the guy
just had a horrible attitude with me and was anything but pleasant.
I run a business, and the last thing I would do is come right out
and ask if I should cancel an order because I don't know how to
deal with customers. That's an easy way out an insult to a customer
that's been waiting patiently like the rest of the world.

Guy Mancuso · Apr 22, 2004

Herb Kauhry said:
just maybe?

-Also how Rude is very Relative to your defination of the word Rude. Brash maybe , let's not forget that this poor salesman gets about a million dump questions asked everyday of his life because folks don't do ANY research on the product they want , to lazy to look it up , much easier to ask someone else for the answer. It's like that all over these forums questions that are asked that been asked 15 million times and folks are to lazy to do research. let's not forget your attitude , how did you ask him. I have not called yet and not going to , why bother a salesman when i can look it up in there tracking on there site. The salesman as mentioned has no clue when they are arriving , his job is to sell not be inventory control. i grew up there brash is a way of life but no one gets offended , you just get a answer, maybe it is not the one you want to hear. Who Knows and frankly who really cares , deal with it.
GUY

David Mazeau · Apr 22, 2004

MCR said:
They act like I'm out of line for asking if they know how many they
will be receiving in and when.

You are probably just a name in their computer system, and if
they had set up a special report, they could tell you where you
are, but just looking at your order on the couter mpscreen, the guy
may not even know.

And on the other end, how many they are getting from Canon,
they may not know that either. My store doesn't know how many
they are getting either.

MCR216126 said:
The guy on the phone was so rude, he just said "look I don't know
what to tell you, if you wanna cancel the order, I'll cancel it for
you right now if you want."

But maybe you were a bit annoyed with his inability to answer your
questions, and so you were being a bit less than 100% friendly
with him ? And he was responding to that ?

MCR216126 said:
Maybe I should just cancel the
order since the other retailer I ordered from was nice enough to
let me know where exactly I stand on the list, and when I could
most likely expect it.

That's probably the best idea. And if you aren't happy with B&H,
don't do business with them again.

I think they are fine, but maybe you'd be happier with a smaller
store where you are more than just an order in their computer
system.

Young Min Kim · Apr 22, 2004

I'm pretty content with the fact that B&H doesn't give an exact date until they get the cameras in their posession. I paid in full for the Mark II to B&H even though it would be my first time buying from them. I recently purchased a Powershot G5 through them and wanted to get it by Friday, so I did overnight shipping, and put in the order Tuesday night. I've ordered from other e-shops and there's always a 2 day handling period before the darn thing ships out, I expected mine to come in tommorow, but sure enough the package arrived at 9 am this morning. I've called in several, several times asking for dates on the Mark II but I have never been talked to in a brash manner. They will say they simply don't know yet, and I say thank you. I may not run a business, but I have been without a camera since January (when I sold my 10D) and it would be nice to have one soon. I'm sure we're getting antsy because half the world is receiving the Mark II and none have arrived in this continent, but then for me, what's a few more days or even a week more to wait, since I've been waiting 4 months. Of course, maybe that's just my sentiment.

--
http://www.xanga.com/trevorlane

MCR216126 · Apr 22, 2004

Hmmm.... it must just be me then. Thanks for all the feedback.

Matt

sean64805 · Apr 22, 2004

mark kay said:
... it is almost like asking which came first the chicken or
the egg... or what is the meaning of life??

--

(PLEASE DO NOT list equipment in your signature as this adversely affects searching.)

John Mackintosh · Apr 22, 2004

"been waiting patiently like the rest of the world."
The rest of the world hasn't paid for the camera in full.
John

MCR said:
Mark.....

I guess it wasn't portrayed in my original message, but the guy
just had a horrible attitude with me and was anything but pleasant.
I run a business, and the last thing I would do is come right out
and ask if I should cancel an order because I don't know how to
deal with customers. That's an easy way out an insult to a customer
that's been waiting patiently like the rest of the world.

John Mackintosh · Apr 22, 2004

Matt,

You've gotton "no service" for your money. You've given them $4500 two months ago and what have you gotten from them? Nothing? I run a business too. The least they can do is be polite and answer your questions when you call.
John

MCR said:
Why is it most other retailers can tell you an estimated time
period of when you will actually have the camera, but when I call
B&H to check the status of an order that was not only placed over 2
months ago, but paid for in full already, I can't get an answer?
They act like I'm out of line for asking if they know how many they
will be receiving in and when.

The guy on the phone was so rude, he just said "look I don't know
what to tell you, if you wanna cancel the order, I'll cancel it for
you right now if you want." I told him I did not wish to cancel my
order, I just wanted to get a little info on what the estimates
were and where about I was on the list. I have no patience for
people with no customer service. Maybe I should just cancel the
order since the other retailer I ordered from was nice enough to
let me know where exactly I stand on the list, and when I could
most likely expect it. Sorry...makes my blood boil and I felt like
complaining. Has anyone else received this poor attitude from B&H?
I've spent over 10K with them last year alone....you'd think one
could get a friendly rep on the phone now, wouldn't ya?

Matt

John Mackintosh · Apr 22, 2004

Young Min Kim,

I believe you have paid $4500 and have been waiting for this camera for 2 months? When do you expect to get it? Can B&H at least tell you, and their other customers for this camera, if you will get yours from their first allotment?
John

Young Min Kim said:
I'm pretty content with the fact that B&H doesn't give an exact
date until they get the cameras in their posession. I paid in full
for the Mark II to B&H even though it would be my first time buying
from them. I recently purchased a Powershot G5 through them and
wanted to get it by Friday, so I did overnight shipping, and put in
the order Tuesday night. I've ordered from other e-shops and
there's always a 2 day handling period before the darn thing ships
out, I expected mine to come in tommorow, but sure enough the
package arrived at 9 am this morning. I've called in several,
several times asking for dates on the Mark II but I have never been
talked to in a brash manner. They will say they simply don't know
yet, and I say thank you. I may not run a business, but I have been
without a camera since January (when I sold my 10D) and it would be
nice to have one soon. I'm sure we're getting antsy because half
the world is receiving the Mark II and none have arrived in this
continent, but then for me, what's a few more days or even a week
more to wait, since I've been waiting 4 months. Of course, maybe
that's just my sentiment.

--
http://www.xanga.com/trevorlane

billtoo · Apr 22, 2004

MCR said:
Why is it most other retailers can tell you an estimated time
period of when you will actually have the camera, but when I call
B&H to check the status of an order that was not only placed over 2
months ago, but paid for in full already, I can't get an answer?
They act like I'm out of line for asking if they know how many they
will be receiving in and when.

The guy on the phone was so rude, he just said "look I don't know
what to tell you, if you wanna cancel the order, I'll cancel it for
you right now if you want." I told him I did not wish to cancel my
order, I just wanted to get a little info on what the estimates
were and where about I was on the list. I have no patience for
people with no customer service. Maybe I should just cancel the
order since the other retailer I ordered from was nice enough to
let me know where exactly I stand on the list, and when I could
most likely expect it. Sorry...makes my blood boil and I felt like
complaining. Has anyone else received this poor attitude from B&H?
I've spent over 10K with them last year alone....you'd think one
could get a friendly rep on the phone now, wouldn't ya?

Matt

--
billtoo
http://www.pbase.com/billtoo

Colorado=Home · Apr 22, 2004

I stopped using B&H awhile ago because the service stinks, and everytime I tried to place a phone call to customer service, the line was busy for hours on end. This is unacceptable from a self-titled "Professional's Choice"... Do they think we have time to waste attempting call after call just to get through?

I take my business elsewhere, as there are plenty of alternatives with much better service. My message to B&H is to get your $hit together and wake up that you're losing customers!!

MCR said:
Why is it most other retailers can tell you an estimated time
period of when you will actually have the camera, but when I call
B&H to check the status of an order that was not only placed over 2
months ago, but paid for in full already, I can't get an answer?
They act like I'm out of line for asking if they know how many they
will be receiving in and when.

The guy on the phone was so rude, he just said "look I don't know
what to tell you, if you wanna cancel the order, I'll cancel it for
you right now if you want." I told him I did not wish to cancel my
order, I just wanted to get a little info on what the estimates
were and where about I was on the list. I have no patience for
people with no customer service. Maybe I should just cancel the
order since the other retailer I ordered from was nice enough to
let me know where exactly I stand on the list, and when I could
most likely expect it. Sorry...makes my blood boil and I felt like
complaining. Has anyone else received this poor attitude from B&H?
I've spent over 10K with them last year alone....you'd think one
could get a friendly rep on the phone now, wouldn't ya?

Matt

--
'A weath of laws creates a poverty of common sense'

Roger C. Levit · Apr 22, 2004

I have spent more than I tell my wife at B&H and have yet to have a problem with them. My last purchase was over $11,000 and it was at my door the next morning. I have been buying from them for many years and found them easy to work with.

I have never asked to be given an arrival time for a product not yet released because there are too many factors beyond their control. They were one of the few dealers to quit taking orders for the MkII when they felt they had all the orders they could reasonably be able to fill in the next couple of months.

The MkII was held up by Canon for a Firmware upgrade. This meant going back and opening boxes that were ready for shipment.

All hot newly released Pro cameras from Nikon and Canon are always in short supply when first coming to market. Very few ever ship on expected ship dates. And yes, both companies make sure that their top Pro customers get first crack. That is just a good business practice. You might not feel it is fair but life isn’t fair either. It just is.

Good luck.

Roger

Colorado=Home said:
I take my business elsewhere, as there are plenty of alternatives
with much better service. My message to B&H is to get your $hit
together and wake up that you're losing customers!!

MCR said:

Why is it most other retailers can tell you an estimated time
period of when you will actually have the camera, but when I call
B&H to check the status of an order that was not only placed over 2
months ago, but paid for in full already, I can't get an answer?
They act like I'm out of line for asking if they know how many they
will be receiving in and when.

The guy on the phone was so rude, he just said "look I don't know
what to tell you, if you wanna cancel the order, I'll cancel it for
you right now if you want." I told him I did not wish to cancel my
order, I just wanted to get a little info on what the estimates
were and where about I was on the list. I have no patience for
people with no customer service. Maybe I should just cancel the
order since the other retailer I ordered from was nice enough to
let me know where exactly I stand on the list, and when I could
most likely expect it. Sorry...makes my blood boil and I felt like
complaining. Has anyone else received this poor attitude from B&H?
I've spent over 10K with them last year alone....you'd think one
could get a friendly rep on the phone now, wouldn't ya?

Matt

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--
'A weath of laws creates a poverty of common sense'

Fed up with B&H poor service!

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