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Thread started 09 Nov 2009 (Monday) 10:19
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Sadorama: A Customer Service Story

 
givtu
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Nov 09, 2009 10:19 |  #1

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.

We'll see.

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?


2 X Canon 5D Mk II
Canon 70-200mm f/4L, 70-200mm f/2.8L, 24-70mm f/2.8L, Canon 85mm f/1.8, Canon 35mm f/1.4L, Canon 50mm f/1.2L, Sigma 15mm fisheye
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TheHoff
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Nov 09, 2009 10:20 |  #2

PM member here 'HelenOster' and alert her to this thread -- she will go out of her way to make sure your problem is resolved.

https://photography-on-the.net/forum/member.p​hp?u=158457


••Vancouver Wedding Photographer  (external link)••| [gear list] | Latest blog: 5 steps to stopping image loss (external link)

  
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footballdude2k3
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Nov 09, 2009 10:46 |  #3

i agree with the hoff, it sucks about your experience, i have personally never ordered big ticket items online for that reason. if i were to do so i think that adorama would get my business first based on what i have heard.




  
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Woolburr
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Nov 09, 2009 10:47 |  #4

^^^ What TheHoff said....contact Helen and she will get to the bottom of things for you.


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Todd ­ Lambert
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Nov 09, 2009 10:55 |  #5

Try using a paragraph every now and then. It might not help with your issue but it will certainly help with other being able to read your post.

Thanks and good luck.




  
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givtu
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Nov 09, 2009 11:28 as a reply to  @ Todd Lambert's post |  #6

Thanks, I'll contact her. Just out of curiosity, who is she? (ahh, I saw on her info she is "Adorama Customer Service Ambassador.")

Thanks for the grammatical advice, also. It did look a bit like one long paragraph.


2 X Canon 5D Mk II
Canon 70-200mm f/4L, 70-200mm f/2.8L, 24-70mm f/2.8L, Canon 85mm f/1.8, Canon 35mm f/1.4L, Canon 50mm f/1.2L, Sigma 15mm fisheye
www.garvinworks.com (external link)
www.elementimage.com (external link)

  
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nicksan
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Nov 09, 2009 11:42 |  #7

Nothing new from Adorama...They aren't all that bad, but it seems like they have some "holes" in their CS once in a while.




  
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HelenOster
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Nov 09, 2009 11:47 |  #8

Message from Helen at Adorama Camera

givtu wrote in post #8983314 (external link)
Thanks, I'll contact her. Just out of curiosity, who is she? (ahh, I saw on her info she is "Adorama Customer Service Ambassador.")

Thanks for the grammatical advice, also. It did look a bit like one long paragraph.

I'm on it......



  
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Quad
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Nov 09, 2009 13:52 |  #9

For me you get an idea about a company when you have a problem. When things are going well all is fine.

I really don't like it when I am told something will be done and it isn't . Don't BS me on what or when something is going to happen. Just give it to me straight. I can handle that a whole lot better.

All companies do screw up at times though and you do need to look at the overall picture as well.




  
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givtu
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131 posts
Joined Jul 2008
     
Nov 09, 2009 14:22 |  #10

Quad wrote in post #8984190 (external link)
I really don't like it when I am told something will be done and it isn't . Don't BS me on what or when something is going to happen. Just give it to me straight. I can handle that a whole lot better.

+++1
I wouldn't care if it took a month to fix the situation, but don't say you'll call me back right away then don't call at all, or say you're shipping something and then a week later it hasn't left your dock, or say you're going to email with a tracking number, then don't do it. It's not good business. Keep your customer in the loop and don't make them call back multiple times to find out what, if anything, is going on.

That said, Adorama just sent me an email with a tracking number for 2 reflectors that will fit the grids I purchased from them. If Helen had anything to do with that, then many thanks and may the light gods be kind to you forever. Thanks very much.


2 X Canon 5D Mk II
Canon 70-200mm f/4L, 70-200mm f/2.8L, 24-70mm f/2.8L, Canon 85mm f/1.8, Canon 35mm f/1.4L, Canon 50mm f/1.2L, Sigma 15mm fisheye
www.garvinworks.com (external link)
www.elementimage.com (external link)

  
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HelenOster
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Nov 09, 2009 16:25 |  #11

Message from Helen at Adorama Camera

givtu wrote in post #8984360 (external link)
+++1
Adorama just sent me an email with a tracking number for 2 reflectors that will fit the grids I purchased from them.

I understand that the manufacturer of the reflectors had changed the specification on some models and not on others with the same part numbers - without advising us - and of course, things just didn't fit together.

Yes, our customer service representative should have made return calls as promised. The problem was that she didn't really understand what has caused the difficulty; nobody did until we got to take a look at the different parts side-by-side on the table, which isn't something that we usually get to do. Nevertheless, we recognize that we need to reinforce during staff training, the importance of keeping customers informed and updated

Last Friday, our buyer responsible for the Flashpoint range went down to the NY store stock room himself and identified and picked the correct units ready for shipping - then they were somehow misplaced in transit between NYC and NJ and were only found this morning.
They are shipping out overnight and the OP should have the 2 reflectors tomorrow.

Yes, there is no doubt that on this occasion that Adorama botched it, but I hope the fact that we do respect and value our customers enough to post in this forum reinforces your belief that Adorama is a good company that deserves your business.

We really do care about our customers and on the rare occasion when we mess up or drop the ball on an order we always cheerfully do our best to go out of our way to make it right.

We understand that trust is an easy thing to lose and that it may take more than an online explanation to convince POTN members of our sincerity.

Every company, no matter how great, will screw up from time to time. What separates the great from the terrible is how they deal with those problems. I hope that our apology is accepted in the spirit in which it is made.



  
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Pete
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Nov 09, 2009 16:29 |  #12

Superb customer service and after care yet again. Helen, thanks once again for your help and assistance, it's very much appreciated by everyone here.


Pete
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Todd ­ Lambert
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Nov 09, 2009 16:33 |  #13

Epitome of class.




  
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TheHoff
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Nov 09, 2009 16:34 |  #14

Helen =

IMAGE: http://www.dormibella.nl/forum/Smileys/dormibella/headbang.gif

You gotta chuckle while thinking of them laying out the pieces on the table and scratching their heads.

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Exposure101
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Nov 09, 2009 16:35 |  #15

HelenOster wrote in post #8985143 (external link)
Every company, no matter how great, will screw up from time to time. What separates the great from the terrible is how they deal with those problems.

I wholeheartedly agree 110%.




  
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Sadorama: A Customer Service Story
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