B & H Lawsuit....

[robklurfield]

memphis, be careful with your choice of words. some folks might be offended by the words used to describe the crew at B&H. I'm not very sensitive, but those might be fighting words if heard by someone who is.

in any case, your nephew should enjoy the show; I'd did.

 

[robklurfield]

memphis, I am the one with the strange expression on his face. (with an answer as non-committal as that, do you think I could have a future in politics???)

the show is amazing. they counterbalance their ban on photography during the performance by coming out to the lobby afterward and posing with folks from the audience. having seats near the front of the hall, they gave us plastic rainsuits to wear for protection from all manner of flying liquids and other objects (partially masticated Twinkees). I forgot to take mine off before donning my jacket.

 

[stupid leica]

until other distributors carry teh same wide inventory and have the same great fast shipping, i will keep buying from B&H, even if they are convicted of war crimes.

 

[HelenOster]

Message from Helen, Adorama Camera Customer Service Ambassador

Message from Helen, Adorama Camera Customer Service Ambassador

It is a real shame (for adorama) that Adorama's phone people are so rude.

If we are made aware of any member of staff not treating one of our customers with respect and decency, appropriate action is always taken.

Few years ago, I get this call at about 6am, with some heavy east coast accent saying "what kind of scam are you trying to pull" from an Adorama person because my cc tel. # was not the same as what they were expecting.

anyways, 30 seconds later there is a lot of cussing, then I hang up. Couple of hours later the guy calls back and apologizes, says he has to do that to everyone, and oh, by the way, do I still want the camera.

Firstly, I want to apologize; however long ago that happened, it shouldn't have done. In the past there were some very odd attitudes within the fraud verification department.
As per my response above, I would want to made aware of anything like this so that it can be dealt with.

adorama is no different -- can't think of a time I've called them and not spoken to a single person that was not obviously new yorker native and very jewish -- never spoken to a female there either

Fortunately, you have a smart, non-New York (British) woman here, to respond to all the online queries concerning Adorama!

 

[Al Kaplan]

Ms. Oster, a well run company shouldn't need a Customer Service "Ambassador" to cover for the nasty way that others in the company treat the customers. If the sales staff were properly trained there'd be no need for any of this. I'm sure that as a customer service professional there are plenty of misunderstandings and inadvertant screw-ups to deal with as it is.

 

[HelenOster]

message from Helen at Adorama Camera

message from Helen at Adorama Camera

Ms. Oster, a well run company shouldn't need a Customer Service "Ambassador" to cover for the nasty way that others in the company treat the customers. If the sales staff were properly trained there'd be no need for any of this. I'm sure that as a customer service professional there are plenty of misunderstandings and inadvertant screw-ups to deal with as it is.

I agree wholeheartedly - and Adorama staff do receive training. However, as in any large organization staff can have off-days, or simply be unsuited to the work. As the Customer Service Ambassador for Adorama Camera, I'm contracted as an External Consultant to act as an independent advocate on behalf of Adorama customers.

My brief is to search for Internet postings which refer to Adorama, in order to investigate and resolve complaints and concerns that posters have been unable to address through regular customer service channels.

I alert the Adorama Senior Management Team to customer feedback about individual members of staff (good as well as bad); report on indications of weak company policy - with recommendations for change, and provide a rapid response for customers seeking advice and/or support in relation to their purchases.

Any customer with an enquiry, query or complaint regarding an order - or any aspect of service from Adorama, is most welcome to contact me directly: helen.oster@adoramacamera.com

 

[ampguy]

Thanks Helen

Thanks Helen

I appreciate your presence here, and have saved your email address.

If we are made aware of any member of staff not treating one of our customers with respect and decency, appropriate action is always taken.



Firstly, I want to apologize; however long ago that happened, it shouldn't have done. In the past there were some very odd attitudes within the fraud verification department.
As per my response above, I would want to made aware of anything like this so that it can be dealt with.




Fortunately, you have a smart, non-New York (British) woman here, to respond to all the online queries concerning Adorama!

 

[robklurfield]

Helen, I appreciate your approach to us here on RFF. While customer service makes all the difference in distinguishing one retailer from another in an environment where the products are essentially commodities, no one is perfect. I think that interacting with your customer (potential ones included) is good for the company. Listening to feedback from folks like us (even the complainers among us (lol)), is simply smart business. So, thanks for taking the time to read and reply to this thread. The measure of a business isn't simply how well you do things when everything is going right, but also what you to do fix things when they don't go right. This is a step in the right direction since there's a lot of money among the members of this site that gets spent on what you sell. If you treat us right, it can only help the company. So, thanks. You have a tough audience here (an awful lot of very knowledgeable, justifiably demanding photography pros/consumers with strong opinions). We all like to be treated well, in addition to receiving value for our money.

 

[HelenOster]

message from Helen at Adorama Camera

message from Helen at Adorama Camera

I appreciate your presence here, and have saved your email address.

Helen, I appreciate your approach to us here on RFF. ....This is a step in the right direction ........You have a tough audience here (an awful lot of very knowledgeable, justifiably demanding photography pros/consumers with strong opinions).

Thank you; BTW, if I ever miss a posting where my input would be helpful (I cover several hundred blogs / forums / shopping sites etc), I'm always extremely grateful to receive a PM or an email alerting me to such a thread.

 

[Roger Hicks]

Dear Ms. Oster,

Assuming you do not already know about them, you might be interested to learn of the 'reverse secret police' introduced by the 13th Dalai Lama (the Great 13th, as he is commonly known).

These were government employees whose job it was to pose as hapless pilgrims, etc., and to report on officials who mistreated them. A lovely idea, I always thought. And rather akin to your own job which (from a limited acquaintance with other forums) you appear to do very well. Thanks.

Cheers,

R.

 

[robklurfield]

Roger, professional "secret shoppers" are regularly employed via third-party contractors in NYC retail establishments to do exactly that. The third-party aspect is designed to render impartial opinions. It is amazing the kinds of things they can turn up that a store manager on his/here would never catch in terms of bad behavior on the part of sales associates. It's sneaky and it works. I would be surprised if Ms. Oster operation hasn't used them.

Dear Ms. Oster,

Assuming you do not already know about them, you might be interested to learn of the 'reverse secret police' introduced by the 13th Dalai Lama (the Great 13th, as he is commonly known).

These were government employees whose job it was to pose as hapless pilgrims, etc., and to report on officials who mistreated them. A lovely idea, I always thought. And rather akin to your own job which (from a limited acquaintance with other forums) you appear to do very well. Thanks.

Cheers,

R.

 

[HelenOster]

Message from Helen at Adorama Camera

Message from Helen at Adorama Camera

Roger, professional "secret shoppers" are regularly employed via third-party contractors in NYC retail establishments to do exactly that.

I used to be one!

It is amazing the kinds of things they can turn up that a store manager on his/here would never catch in terms of bad behavior on the part of sales associates. It's sneaky and it works. I would be surprised if Ms. Oster operation hasn't used them.

.......me too..........

 

[robklurfield]

Hi Helen,
In an earlier life, one that ended about ten years ago, I was in management at Tourneau. For about two of my eight or so years there, I ran the service center. I know everything there is to know about complaints and irate customers. While it would be nice to be perfect, no one and no company is, so it's a good thing that Adorama thinks enough of customer relations to employ someone doing what you do. To Al Kaplan's point, if a company could be perfect, there would be no need for you. However, realizing that firms have turnover in their staff, especially in a nasty and brutish retail world, it is almost axiomatic that your company is necessarily always training both new and existing staff. So, unfortunately, staff quality is a moving target. Anyway, bottom line: this is NYC; we're all tough and gruff here. Don't let any of my dear RFF friends scare you.

I used to be one!



.......me too..........