Never again... Adorama

Picture North Carolina wrote in post #13121530
Helen, you wanted feedback for management? There it is. Tell them to handle problems internally, without frustrating customers so much they feel like their back's are against the wall making them feel they need to scream out loud (publicly).

I have already given this feedback to the AdoramaPix management team and recommended immediate disciplinary action be instigated against the person or persons who screwed up

HelenOster wrote in post #13121561
I have already given this feedback to the AdoramaPix management team and recommended immediate disciplinary action be instigated against the person or persons who screwed up

That's a good thing, and your diligence is noted.

However, I am not speaking about one specific incident nor disciplinary action against one employee.

I am suggesting, rather, that adorama employ a customer service training program for all cs reps, with the goal being to effectively and constructively resolve customer problems internally and in direct contact with the customer, and to not leave the customer with a frustrated and powerless feeling and the need to publicly scream out loud.

Oh, and btw Helen, when you quote a user that has personally attacked other users, calling them "asses" and reply "thank you" to that post, whether or not you like it, repeating that attack make you appear as if you agree with it and are passing it forward. Is that your idea of good customer and public relations?

It would seem to me that good public relations would have caused you to edit out at least that part of the quote, disassociating yourself from it, and not lend credibility to personal attacks.

Picture North Carolina wrote in post #13121578
I am suggesting, rather, that adorama employ a customer service training program for all cs reps, with the goal being to effectively and constructively resolve customer problems internally and in direct contact with the customer, and to not leave the customer with a frustrated and powerless feeling and the need to publicly scream out loud.

I'm surprised to hear that you are under the impression that in a business as big as Adorama that all CS reps might not be given training - as well as regular updates to their training directly from their departmental manager.
If after repeated warnings a member of staff persists in failing to offer the standard of service expected, there are other options

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HelenOster wrote in post #13121627
I'm surprised to hear that you are under the impression that in a business as big as Adorama that all CS reps might not be given training

Thank you for editing your post and disassociating yourself from those who would call others asses. It validates the message that personal attacks do nothing other than eliminate the credibility of those who do the attacking.

Come on, Helen. You know full good and well I am aware that training exists. I was speaking about a component to the program that would ensure that customer problems are fully resolved directly with the customer, and that the ticket is not closed until it is.

Picture North Carolina wrote in post #13121606
Oh, and btw Helen, when you quote a user that has personally attacked other users, calling them "asses" and reply "thank you" to that post, whether or not you like it, repeating that attack make you appear as if you agree with it and are passing it forward. Is that your idea of good customer and public relations?

You know if the shoe fits really well maybe it deserves to be worn ...

jetcode wrote in post #13122714
You know if the shoe fits really well maybe it deserves to be worn ...

And that's what you just did. Others involved in the thread maturely evaluated it, read the tea leaves, and knew when to let sleeping dogs lie. Except, apparently, for you.

You put them on, you're wearing them, and they fit just fine.

I walk in to Adorama on West 18th Street in NYC at least once a week. I have purchased numerous items from them (never via the internet) over the past decade or so (along with B&H Photo) I've always been very comfortable with the "one on one" service I have received from the their staff. They might not have an outlandish conveyer belt system or 75 people behind the counter, but their prices are competitive and their merchandise is readily available.

On occasion I have found it necessary to return a product (usually due to me not being decisive in the first place) the return process was easy and convenient. I have read some of the complaints posted online regarding customer service and have come to the conclusion that most people, only post comments online when something doesn't go their way (I'm not saying it's right or wrong).

I being a brash, street smart New Yorker, and someone who is used to a fast paced negotiation would like to say, maybe the problem arises from customer service reps simply being a stressed out bunch from the city. Perhaps Adorama should consider outsourcing that portion of their internet business to a more layed back easy going location.

I am in no way condoning arrogance or trying to make light of a situation where a consumer has been treated unfairly. All I can say is that from my personal experience dealing with many camera store merchants going back to the mid 80's, they are a tough bunch to contend with. Adorama, B&H, Beachcamera and maybe, Focus Camera in Brooklyn tend to be the most professional in the New York/New Jersey area.

I would imagine for every few complaints, there are probably a hundred satisfied customers. I apologize for the long winded statement, and I hope anyone who is experiencing a difficult time with Adorama's customer service team, can find mutual resolution in regards to their situation. As for me, well I will be there on Monday purchasing a few filters ... I'll keep you posted if I have any issues. H2o4nyc

Picture North Carolina wrote in post #13124196
And that's what you just did. Others involved in the thread maturely evaluated it, read the tea leaves, and knew when to let sleeping dogs lie. Except, apparently, for you.

You put them on, you're wearing them, and they fit just fine.

now now ... you been a bit demanding no? ... in my opinion public humiliation is a poor way to build a relationship and secure the kind of change one is looking for. most of the time if I don't get the service I want after several transactions I quietly move on. life is way too short to lose bandwidth over late deliveries or failed product. get the issue resolved and move on. in critical timing situations always verify a vendor can deliver and plan a backup just in case.

Heh, I remember my first contact with Manhattan camera salesmen doing telephone purchases from my dormroom at the University of Oklahoma in 1972. I believe that was my first time ever speaking to someone from NYC. Kind of startling.

I have purchased bunch of gear, and have ordered prints from them.
Their prints are just awesome, in my opinion. Now in all fairness, not used Mpix, or other pro labs, but certainly cut above the mass printers (shutterfly, snapfish, winkflash) and my local costco which actually has decent prints.
I purchased a 35 1.4 from them, but then found one used, and emailed them to cancel my order. the order was cancelled but they shipped two days later. I called, immediately got a hold one someone who was very friendly, and provided me with a label to send the item back. I have over all found them very friendly and responsive.
I have had great experience with b&h also. I think both are very good venders.

kevindar wrote in post #13125107
I have purchased bunch of gear, and have ordered prints from them.
Their prints are just awesome, in my opinion.

That's good to hear, thank you. BTW we are shipping out around 20,000 print orders a month so I guess we must be pleasing most of the people, most of the time!

kevindar wrote in post #13125107
I purchased a 35 1.4 from them, but then found one used, and emailed them to cancel my order. the order was cancelled but they shipped two days later. I called, immediately got a hold one someone who was very friendly, and provided me with a label to send the item back. I have over all found them very friendly and responsive.

Great exactly the level of service we aim to offer, each and every time.

I have no complaints whatsoever with Adorama through countless orders over the years and a couple of returns. I appreciate that Helen is here on this forum and others and hopefully she understands that the criticism she has received does not reflect the opinion of all POTN members. Just read the posts where a newbie asks where to buy equipment.

Frugal wrote in post #13125656
I have no complaints whatsoever with Adorama through countless orders over the years and a couple of returns. I appreciate that Helen is here on this forum and others and hopefully she understands that the criticism she has received does not reflect the opinion of all POTN members. Just read the posts where a newbie asks where to buy equipment.

You have no idea how much I appreciate your posting, thank you - in a thread of 133 (now 134) posts which arose because a single member of AdoramaPix staff didn't follow the procedures which are clear, simple and easy to follow - and therefore messed up.

It wasn't the whole team over at the lab and it wasn't anyone at Adorama Camera.

It was one person.

Not an excuse, just telling it how it is.

Lesson learned, never experiment with a clients wedding. Although they suck for doing what they did, you too are culpable for trying a new and untested product/service on a client.