B&H has lost a customer

[brokenz]

Like others I've spend tens of thousands of dollars with B&H over the years. I can't say I've never had a problem ordering but I can say the few times I have someone has always made it right. The fact that Henry replies to threads like these makes me feel good about the way B&H does business also. Honestly though it would take just one rude customer service rep and I'd probably try to find someone else to do business with. I'm not saying it is or isn't true that the OP had someone speak to him in a rude manner. Personally B&H is the only photo type business from that part of the world where I've spoken to folks and they actually not sound rude and arrogant. It would be nice though if B&H recorded all calls to customer service. If an employee ever was rude to a customer then there would be a record and I would hope he or she would be terminated.
--

Fit for release from a mental institution but banned from the 3-0-0-D forum since 6-2005.

 

[Mojo151]

My daughter and I travel all over. In December, 2001, we went to NY to stand in Times Square to show we were not scared. My daughter was 12 at the time.

We both rated New Yorker's as the friendliest city in the United States. It did not matter if they were in a $1,000 suit or the bus driver,everyone helped us with directions, tips on good places to eat, and rundowns on the best tourist spots. I would retire to Manhattan if I could get a loft for a good price.

I do a fair amount business at B&H for a non-pro, I trust they will take back anything that arrived dead-on-arrival or breaks within a few days (I hope so at any rate). But, if they ever detect something fishy with my account, I hope they call me to verify. After all, friends should look after friends.

Both my

Living in
upstate NY, you should be used to rude people! Sheesh...

I gotta defend upstate NY. My kid summers there periodically and
trust me when I say that once you're north of Albany -- heck, once
you're north of I-287 in mid-Westchester county -- folks are just
as laid back and decent as in St. Louis or Tucson, or just about
anywhere. (A tip of the hat to Penn Yan & Lake Placid in
particular).

You have to be pretty near the 5 boros to get the real "Nu Yawk."

I have not spent $10,000 with B$H...proly more like $100? I'm not a
rabid B&H fan boy. But they seem to be one of the best, reliable
sources today.

On behalf of everyone here I want to say THANKS to all who were
kind enough to contribute to this thread. Much appreciated.

--
Henry Posner
B&H Photo-Video, Inc.

--
Rick

 

[henryp]

Personally B&H is
the only photo type business from that part of the world where I've
spoken to folks and they actually not sound rude and arrogant.

Thank you.

It would be nice though if B&H recorded all calls to customer service.
If an employee ever was rude to a customer then there would be a
record

We do.

and I would hope he or she would be terminated.

It would depend on circumstances and the employee's overall record. Firing a generally excellent employee over one infraction is a bit severe IMHO, but if someone has a pattern, that's another matter.

It's also worth noting that from time to time we've received complaints about rude employees and when reviewing the audio have found agressive, hostile, abrupt, demanding, vituperative and abusive customers. Some complaints about employee rudeness are based on perception, not reality, and unfortunately a few seem to be a bid for revenge of one sort or another.

There are usually at least two sides to every story. My father's a retired gynecologist and often said, "There's her side and his side and somewhere in the middle, there might be what's really happening."

In school my kid is taking a course called "Theory of Knowledge," where they discuss the difference between facts, beliefs and opinions. Good stuff.
--
Henry Posner
B&H Photo-Video, Inc.

 

[chuxter]

...agressive, hostile, abrupt, demanding, vituperative and
abusive customers...

Yes, I hate it when they are vituperative!

--
Charlie Davis
Nikon 5700 & Sony R1
CATS #25
PAS Scribe @ http://www.here-ugo.com/PAS_List.htm
HomePage: http://www.1derful.info
'I brake for pixels...'

 

[jk]

there is virtually no demand for a used eos 3 film camera i am not surprised they didnt want to give you much for the eos because they have to resell it .. and almost noone buys canon film cameras anymore

I have spent ~$30K with B&H (not bragging, just fact). I used B&H
but not because I thought it was a good place to do business based
on personal experiences - and I really still don't know. I used
them based on the online recommendations of some professional
photographers whose judgments I do value.

I have had basically no interaction with anyone at B&H (I think
once over a trivial thing which I can't remember). However they
certainly don't want to give me a decent trade-in for my EOS 3 - I
bought it as a backup from them (new) and only shot 2 rolls of
check film though it ( I had also bought a 1D at the same time and
never picked up the 3 again). I certainly would have thought they
would be really generous on a trade-in to keep me buying new
equipment.

Alas not, but should I get bent out of shape? maybe, maybe not.
One episode just doesn't give you enough information/data to make a
decision on. The experiences of dozens of professional guys, who
you trust, does give you enough to make a judgment.

We are all human and just too often get our feelings ruffled - just
don't let that get in the way of good judgment. I am the same way
but I am making a serious effort in this day and age to do better.

Also if someone/something is bugging you as in that conservation,
just talk it out at the time. As my Grandmother would say, "Don't
let it fester". You'll feel better when you hang up the phone.

I like the old saying, "It's hard to remember to take photos of the
swamp when the aligators are chewing your legs off." Of couse it
has nothing to do with the subject we are talking about, except,
Just keep things in perspective.

--
Ben Lanterman

http://public.fotki.com/benlanterman/
http://webpages.charter.net/benlanterman/Index.html
http://www.photo.net/photodb/folder?folder_id=208093

--
beam me up scotty

im giving it all shes got captain

 

[yankeefan]

Yep, I grew up in the Midwest the lived in Texas before I moved to NYC. The best kept secret about NYC is how friendly everyone is.

If you are nice to a New Yorker, they'll be nice to you. On the other hand, if someone is nasty to a New Yorker, well...they know how to defend themselves.

 

[Ben Lanterman74611]

unfortunately is film. I bought it just when digital was becoming capable of doing better than film, the 1D that I also bought is the camera that pretty well doomed most film use at the time I think.

I was just using the example as an example. I really didn't expect any more than they offered but hope springs eternal. As my spending habits evidence, I still apparently like B&H

But if someone from there is reading this and wants to give me a really good tradein ...... do write!

Ben

--
Ben Lanterman

http://public.fotki.com/benlanterman/
http://webpages.charter.net/benlanterman/Index.html
http://www.photo.net/photodb/folder?folder_id=208093

 

[RodConn]

Henry - I estimate you have won more customers than you appear to have lost in the OP - he apparently has no idea of how hard he will find some of his new suppliers

I belong to an Internet photography group here in Australia and I have only heard good reports on B&H from a number of members who have purchased from you.

Rod

On behalf of everyone here I want to say THANKS to all who were
kind enough to contribute to this thread. Much appreciated.

--
Henry Posner
B&H Photo-Video, Inc.

 

[GothtinPowers]

That means zero problems right??

Oh wait.

 

[Bruce MacNeil]

I am not liable for any charges not authorized on my debit card.
B&H is looking out for themselves, and although I don't have a
problem with them doing that, don't do it at my expense, don't be
rude to me.

--
Dennis Donohue
Freelance Nature and Equine Photographer

Mr. Dennis - you are a fine and charismatic man. No doubt you are greeted with great joy and bounty wherever you deign turn your gaze. It is with humble reverence that I glance upon your fine images and the admiration I hold for your wisdom knows no bound.

--
By seeing the wisdom of other cultures we may being to know ourselves.

There is no place for religion in the affairs of state.

 

[jgarat]

Mine is exactly the same case.
They charged my card, and after that, they ask me for a verification...
B&H never more!

 

[chuxter]

Mine is exactly the same case.
They charged my card, and after that, they ask me for a
verification...
B&H never more!

Did you read all these posts? There was an explanation for this. I'm not a B&H fanboy, but apparently this is a common and widespread method of checking a credit card #.

--
Charlie Davis
Nikon 5700 & Sony R1
CATS #25
PAS Scribe @ http://www.here-ugo.com/PAS_List.htm
HomePage: http://www.1derful.info
'I brake for pixels...'

 

[henryp]

Mine is exactly the same case.
They charged my card, and after that, they ask me for a
verification...

It's worth noting that we told you during the checkout process, before you committed to the transaction that this would be the case. There's a reason the site says, "All orders are subject to verification before shipment is made." and there's a reason we post a whole page of "Important Notice for International Customers" notices. I am sorry if you overlooked this.

--
Henry Posner
B&H Photo-Video, Inc.

 

[MonsterCooler]

I think the reason why B&H wants to verify is to protect both B&H and their customers.

Think about it, B&H spend time to call and verify that is additional cost to B&H and reason behind is to protect both parties and prevent fraud.

 

[photoshrink]

I'm pleased to see that Mr. Posner reads these posts. I've wanted to write to him for a long time. I, also, have spent thousands of dollars at B&H over the past few years. I have never done business with a better company - online or off. B&H has the best inventory, even of weird or rare items, and the best prices. I almost always order online. The process is easy and fast. I almost always receive my order earlier than I expect (except for next day or two-day delivery, when the order comes when ordered). On the few occasions when I have spoken to salespeople, I have been astounded by how NICE they are. I have actually commented to them that I am blown away by how nice New Yorkers can be. Besides being knowledgeable, they are polite and appear quite customer oriented - interested in actually helping me and advising me when I'm so interested. As others in this forum have noted, it is always surprising -and annoying- when someone has one bad experience (especially a minor one) and then badmouths a business to other, potential customers. B&H is absolutely superb. I give twenty percent of my business to two local stores in Dallas. The other 80% goes to B&H. As we say in Texas, "kol hakavod to B&H."

 

[Chelsel]

All they did was an Address Verification test which authorizes but does not actually charge $1.00... don't worry about it... it will never show up on a credit card statement or anything.... B&H is one of the best photography places in the world... I just wish I still lived in New York... South Florida has nothing in comparison.

Cliff.

 

[Chelsel]

Here's a "secret"... an address verification check only makes sure that the number on your street address and the zipcode are correct... that's it... as long as you don't screw those up you should be fine... as a matter of fact if you live on 100 main street you could tell the person 100 blueballsfromhell street and your card would still get approved... online credit card authorization systems are very fragile...

Cliff.

 

[henryp]

Here's a "secret"... an address verification check only makes sure
that the number on your street address and the zipcode are
correct... that's it... as long as you don't screw those up you
should be fine... as a matter of fact if you live on 100 main
street you could tell the person 100 blueballsfromhell street and
your card would still get approved... online credit card
authorization systems are very fragile...

For those of us with credit cards (me included) I am certainly glad this is not so. In fact if you tell the bank "100 Main St." and tell the retailer "100 Mainn St." there's a chance the bank will balk. This stuff is done by computers these days and either they see a discrepancy or they don't.

--
Henry Posner
B&H Photo-Video, Inc.

 

[henryp]

I think the reason why B&H wants to verify is to protect both B&H
and their customers.

Certainly. We're obliged, legally and ethically, to do what we can to protect customers. We also know that if too many customers experience piracy due to our lack of diligence or if too many customers file chargeback claims, it's not good for us. It's a fine line and what we hope to do is balance your shopping convenience with the safeguards of a reasonable level of prudence

--
Henry Posner
B&H Photo-Video, Inc.

 

[henryp]

I have never done business
with a better company - online or off. B&H has the best inventory,
even of weird or rare items, and the best prices. I almost always
order online. The process is easy and fast. I almost always
receive my order earlier than I expect (except for next day or
two-day delivery, when the order comes when ordered). On the few
occasions when I have spoken to salespeople, I have been astounded
by how NICE they are.

My goodness. I am blushing so hard my ears are tingling.
THANK YOU!!

--
Henry Posner
B&H Photo-Video, Inc.