KEH PayPal Dispute?

fadedpastels said:
That is why I don't want to bother with another attempt at repair. What is the possibility that they will get it right this time around. Although on the site it does say if they are unable to repair something under warranty they will either provide an exchange for another or then refund me. At this point I just don't trust the system.
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Yeah another reason to test things as quickly as possible. I always check the camera out and send it back if somethings wrong with it within 1 day, if it checks out I'll load it with film and shoot a test roll within 2 weeks for sure. If somethings wrong I send it back ASAP to reduce the chance of problems.
 
fadedpastels said:
Has anyone ever had to open a PayPal dispute against KEH? After 12 years of being a loyal returning customer and nothing but good service from them I have never had such terrible experiences even on ebay. I purchased a Mamiya 7 off the site but was unable to fully test it until after the 2 week return for a full refund time frame awaiting a lens to show up on the site to purchase so by the time I received one I unfortunately realized there was issues with it like the rangefinder being misaligned and the shutter button sticking. So I contacted them and was offered a warranty repair so I went along with it as my only option. Close to a month later I received the camera again but it had been roughed up a bit from what I assume is taking it apart for the needed repairs. Worst of all the camera isn't even firing at all now. During this time I had also received two EX condition lenses from them that had to be returned. The first one had large scratches in the rear element. The 2nd replacement lens had a fungus in it also sold in EX condition. Having contacted multiple KEH associates one being a manager with no response. I was only given the option to have another repair given the first experience I don't trust it at all and would likely be another month wait, I was also denied the warranty to be extended when asked. Having been sold a camera that was not functioning correctly from the get go it feels like pulling teeth working with this company. At this point I just want to return the camera for a refund so my question is would opening a PayPal dispute be as straight forward as with an ebay purchase? Or should I just keep working with KEH hoping my issue might be eventually resolved?
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I'd open a PayPal dispute immediately if I were you - you have nothing to lose. PayPal used to be pretty good at getting results from problem sellers - not sure what they can do today!
 
Sellers always have "their policies" of all sorts: return policies, restocking fees, no-return policies, limited warranties, etc. etc. However if they accept certain payment methods (like major credit cards or PayPal) they must adhere to protections provided to consumers by those payment services, which usually override seller policies (as also do state and local consumer protection laws if any). Naturally sellers are not too keen to advertise this fact! Good luck!
 
When looking at KEH items, the "Product images...actual item for sale" only applies to their eBay listings. On the store site it's a representative image, not the actual item. This is due to multiple items available under the listing description, and they may range from Mint to UG. If you are not paying attention you might think you are ordering a nice item, but will get stuck with what is at the bottom of the barrel.


To further expand on that, if there are multiple items available, there is always the possibility you will be shipped the wrong item, say you order the E+ and get an UG instead. Check the description code on the shipping label closely when you receive your item to ensure they didn't pull a switcheroo.


PF
 
In my case, I photographed the item alongside the bag it was wrapped in, plus the box. This showed the item's serial number and the MINT- rating. The item itself, with serial number visible, was clearly something that appeared to have been dragged up a long mountain road and then tossed off the summit into a gravel pit. Even so, I would have kept it had it worked.

Speaking to a manager at KEH, he told me they held a meeting using my photos to examine where their process failed.
 
This is sad. I have bought a lot of stuff from KEH over the years, including two Hassie lenses and a Zeiss Milvus 20mm for Nikon mount as recently as 1.5 -2 years years ago, and I have always been very satisfied with the matchup between the description and the condition of the equipment received. I don't know when the company sold, but I will definitely be cautious after reading the posts here. Fortunately, I think that I have the setups in digital, 35mm and 120 that I will be using for the duration of my photo activity, which I hope still has years to run.
 
For what it is worth, my recent transactions with KEH have gone just as well as ever. This includes a couple of Ugly grade items that would have been claimed Excellent or better on eBay. These weren't perfect, but the imperfections matched their definitions well and would have gone unnoticed or unmentioned by most sellers.

Hopefully the OP's problems are an anomaly and the situation will be sorted out and steps taken to avoid this is the future.
 
It looks like I'll be allowed to return the camera for a refund after all. A manager finally got back to me and apologized for the mess. Looks like I'll keep trying my luck for any future purchases. Thanks for all your responses.
 
I've heard that too, but I ordered an adapter from them which was "bargain" and I didn't expect much, but it looked like it had been smashed by the hulk and was bent in places, and looks like it had been rewelded or something. Plus it didn't work. It also took about 1 month to reach me.



But I returned it...so I'm fine...I just won't use them.


The problem with the OPs post is it's a toss up, he'll have to do a good write-up, it sounds like he took pictures which is good.


EDIT: Looks like the OP was able to return for refund eventually, so good to hear.

Mark C said:
For what it is worth, my recent transactions with KEH have gone just as well as ever. This includes a couple of Ugly grade items that would have been claimed Excellent or better on eBay. These weren't perfect, but the imperfections matched their definitions well and would have gone unnoticed or unmentioned by most sellers.

Hopefully the OP's problems are an anomaly and the situation will be sorted out and steps taken to avoid this is the future.
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fadedpastels said:
It looks like I'll be allowed to return the camera for a refund after all. A manager finally got back to me and apologized for the mess. Looks like I'll keep trying my luck for any future purchases. Thanks for all your responses.
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Not surprised. I'm glad to hear they responded amicably and the issue is resolved fr you.
 
There are things I'll buy from KEH, and then most other stuff I'll look elsewhere. My recent purchase was an M mount lens that would have cost at a minimum around $400, and depending on which variant upwards to $1500.



I found a first version on KEH's eBay listings a couple of months ago that was at $246 in UG condition. It went off the listing while I was in the hospital, so I figured it was gone until I was browsing around later on and found they had the same lens listed for $186. I jumped on it, and when it arrived the UG only pertained to the edges of the control ring scallops having lost some of their blacking. The lens is clean and works fine.


I really wanted a second version, but it seems that everyone else does too, so the prices on those are usually more than double what the first version garners. It pays to look around, and to put some trust in the KEH system. I've never gotten a bad item from them, though once a long time ago I received the wrong item which they paid for the return, and refunded my money as they had no replacement for what I originally ordered. But they are under new ownership now, and management might not be as tight as it once was. Still, I'll continue buying from them, though usually only from their eBay listings.


PF
 
I am and remain a most-loyal KEH customer. Seems they resolved the OP’s issue, too, albeit with more trouble than they’ve ever given me. In fact, they’ve never given me any trouble. I believe KEH is the best in the business.
 
I have bought and sold with KEH over the years and no problems. I have never bought from their eBay site.


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I have been happily buying from KEH for 15 years. Their return policy is more than generous. I have taken chances with UG Leica lenses and kept many of them.
 
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