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08-18-2019, 09:34 PM   #1
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It is Deja vu all over again. :(

Several years ago I opened a thread to describe an experience I had with a camera sales/service center I had been trading with for years. I could not locate the thread,

however, briefly I brought in a Pentax DSLR that I thought had an issue with the shutter. They told me that the meter, lens and shutter were off and it would cost about $30

million to get it repaired and if I wanted back sometime this century, there would be an added surcharge. Wonderful. There were no such issues with the camera, but I

decided to give them one more opportunity to atone for their sins.

Recently I brought in a DSLR that I wanted to sell to them, knowing it was in excellent condition as I (do not buy junk and do not sell junk) and they proceeded to press down

on some type of button on the camera which made these perforated lines appear in top deck LCD Panel moving horizontally. ??? I was then informed that the lines indicated

that the sensor was filthy (their words) and that they would have to knock off a considerable amount of money because they would have to go in there and clean all that crap

(again, their words) out.

At this point, I managed to hold on to my Italian temper and calmly explained to them that what they are telling me is not possible. They in turn of course, asked why.

Again, I calmly explained to them that I had just cleaned the sensor prior to bringing it in to them for a purchase appraisal.

They asked, "How did you clean it?". I explained that I cleaned it by first using my rocket blower on the sensor and then proceeded to use special sensor cleaning swabs,

(which I purchased from them), put a drop of special sensor cleaning fluid (which I also purchased from them) on the swabs and went cross wise on the sensor with a back

forth movement. Then I explained that I had taken a piece of white copy paper from the middle of the ream, placed it on my keyboard, took several shots and then uploaded

the shots onto my computer for examination and the images came out spotless. Of course at this point, they looked at each other with eyeballs bulging and jaws down to

the floor and had nothing further to say with their faces flush with embarrassment and shame. Shame is right, Shame on them, I say.


It is so frustrating today that you bring business to these establishments and that's what help keep the doors open so they can meet expenses, including PAYROLL, and

they try so aggressively to bend you over. We are no longer treated as valued customers, but solely as "Revenue Streams." By this time my blood was boiling and on the

way home I decided to contact the owner and explain my concerns. I did contact the owner and explained by concerns and guess what? Those two folks are no longer

employed there. "Sorry sports fans, life is tough. "Honesty is always the best policy." Chances are it was the owner who placed on this pressure on employees to get the

money coming at any risk. I am done with them. Thanks for reading.

TT

08-18-2019, 09:57 PM   #2
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Thanks for sharing but...what good is this article if you do not/are unwilling divulge who this bad acting company is?
08-18-2019, 10:02 PM   #3
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Original Poster
QuoteOriginally posted by mtgmansf Quote
Thanks for sharing but...what good is this article if you do not/are unwilling divulge who this bad acting company is?


Mentioning the name of a company/person publicly can and usually does result in a type of litigation. The only difference between libel and slander is that libel is in writing.

I shared this article with the intent of alerting fellow photographers of the dangers of just accepting what a service center advises and perhaps even getting a second opinion.

Thanks very much for your comment.

TT
08-19-2019, 01:41 AM   #4
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Must admit that, after the first experience, I would have been inclined to give them a wide berth.

08-19-2019, 04:06 AM   #5
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You could, of course, provide a link to a camera shop web-site.
08-25-2019, 11:53 AM   #6
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Well its pretty typical these days - businesses stuffed to the gills with people with degrees in 'Customer Engagement' endless customer services 'experts' but people seem to have forgotten what customer service is actually about - its not about procedures, processes and so forth its about actually SERVING THE CUSTOMER in such a way as they want to come back and do more business with you and spend their shekels.

Its the 'Have a nice day' syndrome - merely smiling and having platitudes and a nice uniform or name badge doesn't help. Company mission statements and all the modern corporate clap trap seems to have overtaken the simple premise of actually doing the job right and giving a good service.

Yes of course you need procedures and process but these are supposed to help - not be the reason.

I have seen it growing over the years and its quite worrisome when business bosses and gurus start spouting about the reasons why a business failed. If it failed you probably weren't doing what the customer wanted and it serves you right.
08-25-2019, 09:18 PM   #7
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QuoteOriginally posted by JohnX Quote
You could, of course, provide a link to a camera shop web-site.
And what would be the difference?

TT

---------- Post added 08-25-19 at 09:33 PM ----------

QuoteOriginally posted by Astro-Baby Quote
Well its pretty typical these days - businesses stuffed to the gills with people with degrees in 'Customer Engagement' endless customer services 'experts' but people seem to have forgotten what customer service is actually about - its not about procedures, processes and so forth its about actually SERVING THE CUSTOMER in such a way as they want to come back and do more business with you and spend their shekels.

Its the 'Have a nice day' syndrome - merely smiling and having platitudes and a nice uniform or name badge doesn't help. Company mission statements and all the modern corporate clap trap seems to have overtaken the simple premise of actually doing the job right and giving a good service.

Yes of course you need procedures and process but these are supposed to help - not be the reason.

I have seen it growing over the years and its quite worrisome when business bosses and gurus start spouting about the reasons why a business failed. If it failed you probably weren't doing what the customer wanted and it serves you right.


You know the sad thing is, it isn't prevalent to camera sales/service companies exclusively. Here is one prime example of what I am driving at.

I sustained an ankle injury a few years ago while working out at the gym. I had to go to a foot specialist for an examination which included x-rays.

Met the doctor, went through the exam and he explained to me what was going with my injury and the best course of treatment. Just as we were about to conclude our

meeting, he asked me how much money I would be getting from my insurance company for this injury. I knew, but did not tell him I knew. He told me I would be getting

$200.00 from my insurance company and because of that, he was going to increase my bill to him by $20.00. I exclaimed that I did not follow what he was getting at.

He again said that because I was getting $200.00 from my insurance company that he was increasing his charges to me by $20.00. A full 10%. I asked him what that had

to do with him and where did he get this sense of entitlement to my money. I further stated: DR. I pay a co-pay here, I also pay a deductible and in addition, I also pay the

monthly premium. I am not getting a free lunch here as I do not have employer paid health insurance. Again, I asked him as to where he got his sense of entitlement and

he looked at me as if to say, "Where the hell do you get the nerve to question me?" Not only did I have the nerve to question him, but I also told him what he could do with

his exam, his x-rays and his practice and also advised him that I have a mind to report his greedy ass to AMA and left without making another appointment. Duh!!

Can you believe it? This guy is an educated, highly trained MD who specializes and he's in the business of ripping off his own patients. He is stealing from his own patients.

Tony
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