First, this is not about the quality of Adorama or Flashpoint products.
They perform quite well in my opinion, and I am happy with the
Flashpoint products I have purchased from Adorama; I believe they
are a great value. This is about customer service and loyalty, and the
wrong way to promote it.
I recently purchased a set of four monolight grids made by Adorama.
According to the product description on their website, among other
brands mentioned, the grids are made to fit Flashpoint II monolights (of
which I own five). I received the grids only to find they are about an
inch in diameter smaller than all of the reflectors on my Flashpoint II
monolights and do not fit.
On the morning of October 29, I called Adorama customer service and
spoke to a representative - Melissa. I told Melissa about the problem
with the grids matching the reflectors and asked why this was. She said
she would find out and call me back within an hour. A couple of hours
later when I hadn't heard back from her, I called back and asked to
speak to Melissa to get an update. She told me that someone was
going to the Adorama store to compare the grids to the reflectors on the
monolights and should have some information to give me after lunch,
which she said was at 1:00 PM Eastern (I'm on Central time).
Around 3:00 PM Central (4:00 PM EST) when I had received no
phone call, I called once again and asked to speak to Melissa. She
told me that they had located two reflectors that would work with the
grids. The explanation was the Flashpoint II monolights have smaller
reflectors than the older Flashpoint monolights. The fact that all of my
monolights are new Flashpoint II's that came with the larger reflectors,
3 of which I had just purchased about a month ago, seemed to defy
explanation. But I told her that was fine. She said she would have them
overnighted and I should have them the next day. She also said she would
e-mail me the tracking information. On October 30 (Friday), I still had
not received any tracking information and no reflectors. I again called
customer service and spoke to Melissa, who told me they had the reflectors
in the warehouse and were shipping them out to be here on Monday.
She said she would e-mail me the tracking information as soon as she had it.
On Wednesday, November 4 when I still had not received any
tracking information and no reflectors, I called back again and asked
to speak to Melissa. The representative who had taken my call -
Manny - told me she was not available but he would find out what
was going on and call me right back. I also asked him if he had an
e-mail address of a manager to whom I could air my grievances. An
hour later, I began to get impatient and sent an email to the customer
service manager - Scott Brown - as well as another Adorama
manager, Jerry Greenbaum. Both apologized for the poor service and
vowed to get to the bottom of the issue. The next day - Thursday - I
received a voice mail from customer service rep Manny around 4:00
PM which said my reflectors are being shipped and should be here on
Friday. Monday morning, still no reflectors.
I called Scott Brown directly and spoke to him this morning. He
informed me that they had somehow lost the reflectors and are
currently trying to locate them. Lost them! He said he would e-mail me personally
when they were found and ship them overnight to me at their expense.
This is where I am now. I don't wish to return the grids. It's a combination of
fear I won't ever see my $65 again and a morbid desire to see if and when they
follow through. Truthfully, I have been satisfied with my purchasing experience
with Adorama before this incident. They have received over $6000 of my money
in the last two years. This has been my first and only customer service issue with
Adorama but I am not at all impressed with the way it has been handled.
It seems it would have been a simple fix for them, and yet...
At this point, I may just have to order all of my equipment and supplies from B&H from now on.
Scott Brown's e-mail signature reads, "Customer Satisfaction is Worthless, Customer Loyalty is Invaluable."
I'm thinking, swing-and-a-miss with Customer Loyalty.
What do you think?