PCB horrible experience

So, I finally wanted to buy a large light modifier for my AD360 and after much research and thinking, I decided on the PCB 64" PLM with diffuser. It was between that and the Softlighter II. I put the order in and then I get an email that they need me to call to verify some things. Weird but OK, I called during the time that I was told in to but Patricia, the contact person I was given, wasn't there and left early. I work mostly during the time that they are open so I said I would be able to email.

I received an email from Patricia stating they needed to verify my address by scanning to screenshotting them proof, because my billing address and shipping address were different. WTF! I emailed back stating I was confused, because the billing and shipping address were the same. I received an email back stating that I still needed to verify my address. I spent over $3K on photography equipment online last year, am an Amazon Prime junky, and Adorama really likes how much I order from them and then I get this much grief over an $83 umbrella? I've never ran into this with any website. I just called them and cancelled.

I had read up about how good PCB was but I will NEVER buy a single thing from them. I'll pay more money to buy from a competitor, which I already did by ordering the 60" Softlighter II from Adorama. Is this the usual customer service everyone else has gotten?

Paul Buff the founder has passed away, in March 2015. In his place are a bunch of bozos. Yours is not the first thread about Buff employess being nothing like the provider of excellent customer relations and support. Too bad his employess have none of his culture which made his company successful.

A Canadian tried to order from Buff, with shipment to his mother's home in the US. His mother's address was listed as a freight forwarder, so Buff company refused to accept a credit card for payment. The buyer could do nothing to prove the miscategorization of the address. Another piece of lost business for the bozos.

I also used to have a PO Box and a physical address also and it can be confusing. However the must verify shipping addresses because if shipping UPS or FedEx to you it can't be dropped off at a PO Box or post office. I had many orders from different suppliers try to ship me items with UPS to a PO Box. If you use paypal they require to verify a shipping address. On credit cards it is the same for your own protection as well as theirs. Chill out and try to follow the system.

My billing address is a physical address(my home) and my shipping address is also the exact same physical address. I didn't have a PO Box, nor was I trying to ship to a different address. I was dumbfounded why they insisted I should give them proof of my address, when my CC's address already verified it's my address.

That's really strange honestly.

But, think of it like this, the Softlighter II was the better buy, so in a way, it was karma's way to taking care of you.

Very best,

I hope the Softlighter is better. The only reason I was going with the PLM was because it was built sturdier than the Softlighter.

KALEL33 wrote in post #17877804
I hope the Softlighter is better. The only reason I was going with the PLM was because it was built sturdier than the Softlighter.

Rest assured, the Strobist recommends Softlighter over PLM if you need someone with "credibility."

Very best,

I read that article and he gave the nod to the Softlighter because speedlights would have a problem with the PLM design. He stated it was a studio strobe then the PLM would be better. The AD360 has the same power as a AB800, so it should have been a hair better but I'm sure I'll love the Softlighter too.

To date (15+ years), I've had nothing short of exemplary service from PCB. As an owner of over 12 Ensteins, along with dozens of modifiers, triggers, stands and such, I've yet to come across an employee that hasn't been willing and able to handle any concern. Now, I realize that this post is for "like complaints," so my commentary may be out of place.

Paul C. Buff, RIP

You can read about my experience here:

https://photography-on-the.net …/showthread.php​?t=1448584

Its a long one though as many people were unable to read and understand what happened....

KALEL33 wrote in post #17877790
My billing address is a physical address(my home) and my shipping address is also the exact same physical address. I didn't have a PO Box, nor was I trying to ship to a different address. I was dumbfounded why they insisted I should give them proof of my address, when my CC's address already verified it's my address.

My experience with them was horrendous. They kept reading their policies over me as I tried to explain. They were rude to my mother in law and my brother in law when they tried to order me accesories. Asked for a manager to call me back and no one ever did.

I am now a broncolor user!

KALEL33 wrote in post #17877756
I just called them and cancelled.

This is the right move, voting with your dollar. If you don't like their overzealous verifications, not giving them your business will force them to re-evaluate potential fraud losses against these guaranteed customer losses, and maybe if enough people reject their policies they'll need to reconsider in order to stay in business.

KALEL33 wrote in post #17877756
I received an email from Patricia ?

This was the fine employee who lost me as a customer as well. At least they are consistent...

Wilt wrote in post #17877776
Paul Buff the founder has passed away, in March 2015. In his place are a bunch of bozos.

Paul had some great inventions and products to be sure, but he also had a public side that IMO was lacking in professionalism. If you look at YouTube demos of other companies' large umbrellas, you'll see that some of them have comments from Paul himself berating the company for "ripping him off". I don't really think company owners should be publicly shaming other companies on social media, that's pretty low-brow. If you have a patent-infringement issue, there are proper channels to resolve that.

absplastic wrote in post #17877903
Paul had some great inventions and products to be sure, but he also had a public side that IMO was lacking in professionalism. If you look at YouTube demos of other companies' large umbrellas, you'll see that some of them have comments from Paul himself berating the company for "ripping him off". I don't really think company owners should be publicly shaming other companies on social media, that's pretty low-brow. If you have a patent-infringement issue, there are proper channels to resolve that.

Yes the man was human, and flawed. The manner in which he responded in the White Lightning days, when the 'effective watt-seconds' concept first was put out by him, was not worthy of emulating. Eventually he gave in and quit pitching that so hard, although even the Alien Bee model numbers remain based on the inflated 'effective watt seconds' concept. But his company's customer service set a standard for other companies to try to match... low cost with service!