hhuy888 wrote in post #14453976
I really liked my 5D3 and decided to sell a bunch of stuff to get enough money to buy another 5D3.
Just got the delievery today, opened the brown box and surprised to see the camera box was pretty messed up already...
Please accept my most sincere apologies for the frustration and disappointment this has caused; you didn't mention what the response was from our customer service department when you called in to report this in the first instance - I assume that they refused to take it back - hence your posting?
Unfortunately, it isn't possible for me to ID your transaction from your posting, without an order number. If you would like to email me directly: Helen@adorama.com, I will of course give this my immediate attention.
Could you also advise me of the date and time of your call to the CS department, plus the number you called from. I will be able to access the recording of your call and identify who it was who refused to assist you.
There is a possibility that this unit was taken out of the box in-store to show to a customer, but without further details it isn't possible for me to confirm - but I can assure you that we DO NOT send out used goods as new; as with all other decent retailers, we return faulty or used items to the vendor for a partial credit/for refurbishment or sell them as open box or used.
However, as most vendors allow retailers to return equipment as new, because of over-stocks, exchanges etc. there is no doubt that unscrupulous or careless retailers could package up customer returns and send them back to the manufacturer as new, which could then form part of the inventory for sending out to other retailers. We can’t inspect the contents of the packages received into the warehouse – or they become ‘open box’.
If the manufacturer doesn't check the equipment before sending it back out, from the customer's perspective it is the retailer who looks bad, even though it may well have not been their fault.
At Adorama we do have liberal return policies and there is no doubt that on occasion this is taken advantage of - however we are clear that this does not exempt us from checking any and all returns, but some retailers don't. The problem is that we are all relying upon humans to carry out the required procedures at every point in the transaction, which can, and does, result in mistakes at any place along the line.
If a returned item is not in MINT condition it will be transferred to a store bin as a demo or floor model, sold as open box, returned to the vendor or sold via our used department.
If an Adorama customer has any concerns of any kind about a unit purchased from our website, we offer a 30-day returns period; you only need email or call in to our customer service department.
Once again my deepest apologies, both for our failure to send you a mint copy, and for the subsequent failings of our customer service department to serve you well, and I look forward to hearing from you: Helen@adorama.com