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I really like B&H, but....

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DRP179766

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It seems like they are becoming much less customer focused. Success is not always the best teacher, and when it comes to customer interface issues like the times when they are actually accepting orders on their website - they seem to be much more focused much more on their own convenience and holidays than they are on what is ideal for their customers.

I purchase many things from them, but as a person who works very long hours during the week, it's always a challenge to get the timing right to order from them on the weekend. Doing things in a way that keeps customers coming back is what has made them so successful; however, it seems like they have made some changes (not for the better as it relates to their customers). The good news is that this approach will certainly create a fantastic market opportunity for an eventual competitor!

I hope they are listening! - David
 
I certainly support them taking some time away in observaion of their faith, but as a great customer of theirs, I have noticed that they often post a message saying that they are "not accepting orders at this time". This message now shows up during the majority of each weekend.

My point is that they are a great company, but their recent choice not to serve their customers (when their customers want to buy from them) will eventually open the door for a competitor who is truly focused on customer service.

It may be that I am unique, but just this weekend, I bought a 85L f1.2 from a local Canon dealer (paying $140 more than B&H) because of my frustration with not being able to order it at a time that was convenient for me.

This is not a bash of B&H, it is constructive feedback designed to help them get better.

Thanks! - David
 
They've always closed on Friday afternoon, and reopened on Sunday. Only a few decades ago, most retail stores didn't open on Sunday, partly because most of the people who worked there were religious and wouldn't work on Sunday, the Christian Sabbath, or because state laws forbid opening on Sundays for the same reason.

If you had asked my Catholic mother to work on Sunday, she would have politely declined.
 
What has changed during the past year is the ability to place an online order when they are closed.

I accept and support the observation of their faith, but it still seems like their website could accept an order anytime it is convienient for their customers.

The best time for me is normally Saturday morning, but I no longer have that option.

I hope they consider making this change. - David
 
I don't have a problem with there business hours. In fact I envy them for their days off. Working a business 7 days a week just isn't in the cards for a lot of business. In the past years of my life I had always kept the thought in the back of my mind that hard work and determination will have it's reward in the end... Tell me what was so rewarding about losing a wife and two kids because of long hours and six day work weeks. I was much happier working 40 hour weeks and spending time with a new family. Three years ago I went back to 75 hour work week and where did it get me? A very nice paycheck and a mini stroke.

No, I think B&H should continue as they are and for those of us that can't live with that, we'll just have to find another dealer.
 
David,

I think the message window was placed there as to warn buyers that their order would not be placed and prevent hard feelings in the end. There are other sources, and they know that.
 
What I think David is saying is that used too, even though they were gone, you could still stick an order into they system.

Now, it's not just the message when you go on the site, but the individual items don't let you place an order either. You can't complete the order and go to check out during those times that they are closed.

If memory serves me correctly, you used to could do that.

Either way, not a big deal to me as I can order during the week if I need something, but I can see the frustration side of it too.
 
DRP said:
It seems like they are becoming much less customer focused.
Success is not always the best teacher, and when it comes to
customer interface issues like the times when they are actually
accepting orders on their website - they seem to be much more
focused much more on their own convenience and holidays than they
are on what is ideal for their customers.

I purchase many things from them, but as a person who works very
long hours during the week, it's always a challenge to get the
timing right to order from them on the weekend. Doing things in a
way that keeps customers coming back is what has made them so
successful; however, it seems like they have made some changes (not
for the better as it relates to their customers). The good news is
that this approach will certainly create a fantastic market
opportunity for an eventual competitor!
Click to expand...
First, B&H closes at specific times and on specific days in order to observe their faith, as others have posted here. They were closed all this week and will reopen on Monday for the same reason...in observance of a Jewish holiday.

More importantly, I can't imagine better service from a retail or online seller. I've ordered from B&H countless times over the past few years. In my experience, the service just keeps getting better and better. In the recent past, I've received delivery of items in ONE day....overnight. Fortunately, I live in New Jersey, making one day delivery possible. Still, the point is that they are usually quick to process an order and quick to ship. Their online order tracking is excellent, and their return policy is exceptional.

I doubt B&H would ever do anything that would jeapordize having customers like me, which you can probably multiply by tens of thousands....

--
SteveG
http://www.pbase.com/smgarey
 
DRP said:
What has changed during the past year is the ability to place an
online order when they are closed.

I accept and support the observation of their faith, but it still
seems like their website could accept an order anytime it is
convienient for their customers.
Click to expand...
While it could be argued that since the orders aren't actually processed until B&H reopens, no religious rules have been violated by accepting online orders on the Sabbath. Others, I'm sure, would claim the practice is exploiting a modern day loophole to violate religious teaching and tradition.

I sure don't have the answer as to which interpretation is correct. Clearly B&H has had a change of thinking on this issue. I think you just have to respect their choice. I find it hard to believe that Saturday monrnings are the only time you can order camera equipment. But if that is the case, then you'll just have to find another supplier. I'm sure B&H would understand.

--
Galleries:
http://www.pbase.com/thenkel
 
I for one applaud B&H for the conviction that they hold for their beliefs. I extrapolate that honesty and commitment into the business that I conduct with them because I can count on them when I need to. In this day and age it is refreshing to find someone who believes no matter what the rest of the world is doing. And the beauty of it all is the peaceful expression they exhibit that allows for all others to respond in their own way.
God bless them for believing, may the concept spread to the whole world!!
--
Regards,
def
 
While I am not of that faith, I highly respect them for observing theirs.

They clear advertise their business hours...

The old saying:

"Lack of preplanning on your part does not constitute an emergency on mine."

You can always shop elsewhere and "roll the dice."
 
it's not good business to ignore the faith of your customer base. In my opinion.. i don't care what religion you are, has nothing to do with me buying a camera. I don't really care though, they can do what they will, I wasn't goingt to throw away money at b&h anyway.

--

Savage.
 
There is a limit on that. I work for the electric company. We operate 24/7.
Peter White said:
If you had asked my Catholic mother to work on Sunday, she would
have politely declined.
Click to expand...
 
With people who have ethics and stand up for those ethics and beliefs in the face of those who would tell you to ignore what you want based on their needs.

If some one tells you they believe that you only go to heaven by being a suicide bomber, would you do that? No! So if your belief is to honor your sabbath and honor the G-d of your choosing you should respect their right to do that! And if you want to go shop for camera equipment of Christmas you can because they'll be open!
--
Chat Kat in Ca.
 
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