Thought I bought a Rollieflex 3.5E Planar, KEH Ships me a 3.5 Xenotar, what to do?

[planetjoe]

As the previous poster wrote - if you're not getting the right response from the person on the phone/email, try a different person.

I'd second the "ask another person" idea - in fact, I've come to believe that this "two person" rule is actually a reasonably general theorem to be applied in the realm of Customer Service, photographic or not. Along with Flyfisher Tom, I'd agree that KEH service is both great and very much not-great, depending on who you're talking to.

As for what you can expect if trying to return it (in partial refund or not): recently I ordered a Gretag MacBeth monitor calibrator (the "Eye-One") and got another model (the "Huey") in the mail, which really wasn't the same thing - and was half the price. KEH said it would take about two weeks to process my return and send along the right item. The only way to get the replacement item out earlier was for me to actually purchase another one and get the old one refunded after the original two-week timeframe. Bleah. It worked out, but seemed kind of annoying.

I was disappointed, but not discouraged - I've had a lot of good service from KEH in the past.


Cheers,
--joe.

 

[RicardoD]

I called KEH and got dumped into voice after getting bounced around. So I just called back.

2nd call I explained my situation and was told that since the item I received did not match the web description that they would gladly refund my money + shipping if I returned the item. Since they did not have any more Rolleiflex 3.5E Planar's of same condition in stock they could not replace my item.

Here is what I am actually doing. Today I sent out my Rolleiflex 3.5E to Mark Hansen who is going to thoroughly examine my unit and determine that it is not some lemon. He will be able to do this within my 14 day return period window. If the camera checks out he will do a full CLA on the unit. If not he is going to return it directly to KEH for a full refund.

The bottom line for me is that I have a Rolleiflex 3.5E Xenotar for $310. I fully expected to CLA this item upon arrival. The Xenotar vs. Planar issue in not a concern for me (thank you for the responses). The condition was Bargain condition. It needs a thorough cleaning, focus alignment, and shutter overall to get the speeds right. Even when I add the CLA cost to this item it still represents a good value to me.

So although I am disappointed in KEH's error, their solid return policy is one reason I bought from them and didn't get into some bidding war on ebay. I will be hesitant to purchase from them again but overall this is not a total disaster for me.

 

[Benjamin Marks]

KEH has always made things right with me when something did not go as planned (a distinct minority of my transactions with them). Personally, I prefer the 3.5 Xenotar to the Planar, but you should get what you ordered. Call them and give them a chance to make things right.

Ben Marks

 

[BillBingham2]

Richardo, that sounds like a great approach for both sides. I think you got the short stick in this one (long term potential value of Xenotar vs Planar perceptions) but it doesn't seem too bad.

I think this is the second time in as many months someone has gotten bit by the same issue at KEH. Too bad there is not a general area where we could post tips for dealing with different vendors. Not a place to trash them, just hints on getting the best results.

B2 (;->

 

[Flyfisher Tom]

Richardo,

that sounds like a good plan. Just remember to get a Return Authorization for KEH, and to include your original KEH recipt (stating reason for return) when you send the camera to Mark Hansen. That way if Mark has to send it to KEH, KEH will know how to refund you. They are sticklers for having the return authorization before accepting returns (I'm sure you've done it, just wanted to remind you, to be safe) .

good luck, I hope Mark gives the camera a thumbs up!

 

[rich815]

I have made many purchases thru KEH and have always been pleased, even with the "Bargain" Contax SLR lenses I got from them---their Bargain was a typical eBay MINT-. That said I always called and asked that they retreive the item from the inventory to describe for me the exact condition (scratches if any, dust, coating issues, etc.) Only once did someone not call me back after I requested that. Seeing I'm a consistent customer in their database might help I imagine. I'd purchase from them in the future just ask as I do to confirm the condition and description.

Meanwhile enjoy your Xenotar 3.5E, it'll be a great camera. I'd have recommended Paul Ebel in Wisconsin as he's done great things with my 2.8E Planar and very cheaply too.

I also just nailed a practically MINT looking, recently CLA'd 2.8C Xenotar so soon I'll get to personally compare the Planar vs. Xenotar, at least in their 2.8 versions.

I will not tell you what I paid, it would depress you the bargain I got.

 

[harry01562]

Meanwhile enjoy your Xenotar 3.5E, it'll be a great camera. I'd have recommended Paul Ebel in Wisconsin as he's done great things with my 2.8E Planar and very cheaply too.

I also just nailed a practically MINT looking, recently CLA'd 2.8C Xenotar so soon I'll get to personally compare the Planar vs. Xenotar, at least in their 2.8 versions.

I will not tell you what I paid, it would depress you the bargain I got.

I picked up a late 2.8F 12/24 Planar recently, also at a very advantageous price. I already owned a 3.5E Xenotar, which is a fantastic camera. It seems to be easier to find good ones at shops lately, rather than at auction.

I'm interested in the mention of Paul Ebel, who sounds familiar. I would like to have the 2.8F gone over after the first of the year, and would appreciate contact information.

The Rollei is a fun camera to use, and certainly gets funny looks from the general public. Also can be a great street shooter, since it isn't brought to the eye, or stuck out in front to see the screen, which seems to be what people are used to these days.

You'll enjoy the purchase, unless the lookover gives you bad news.

Harry

 

[RicardoD]

Harry,

Mr. Paul Ebel
Paul Ebel Lens Services
420 21st Street North Suite #2
PO Box 141
Menomonie, WI 54751
Telephone (651) 335-8759
e-mail: paulebel144@yahoo.com

I found this by just doing a google search for "Rolleiflex Repairs" I did not contact Paul but he was next on my list. I am in Chicago and since he is in Wisconsin delivery times would be quick. I started another thread on the MF Rangefinder forum about recommendation for a TLR CLA. That's where I got the name for Mark Hansen. He was quick with a reply and met my timing needs so hopefully it will work out.

I'm just looking to put together a good Rolleiflex shooter on a minimum budget.

 

[rich815]

651-335-8759

paulebel44@yahoo.com

Nice as heck guy, very knowledgeable, does great work and very reasonable prices.

Tell him I said Hi (Richard Sintchak in San Francisco). I've sent a few people his way lately and he's thrilled when he's recommended and seems to reflect such in his work and pricing.

 

[RicardoD]

Got the initial feedback from Mark Hansen on my Rolleiflex. The serial number issue is probably explained by the fact that the meter was put on after the camera left the factory. The metered nameplate component also has the serial number on it. So I don't have a collector's piece!

More importantly the lenses checked out fine and just needs focusing alignment. A full CLA is required for the shutter and film transport. Essentially the entire camera needs to be cleaned and lubed but no major flaws were found.

So I am keeping this shooter Rolleiflex and eager to see how it performs upon return from Mark.

 

[harry01562]

That's good news, and you should have a fine shooter when it returns to you. The Rollei is a pretty tough camera, and one with fresh lube and well cleaned should really perform for many years. You'll see a big difference in those 120 negatives with the fine lens also. Remember, this was the first choice of many, many demanding pros before the SLR "revolution". The fact that it's also fun to shoot is an added bonus.

I also appreciate the info on Paul Ebel. I'll have to contact him early next year about my Rollei. I may even have the 3.5E gone over, if the price is right. I just had the 2.8F out for a roll of 220 last week. Life can be good, sometimes...drat the rain....

Harry