Repair Scam - Bait and Switch? Precision Camera (in Connecticut) offers an on-line flat repair rate estimate; but will not provide a range of potential (higher) cost, although they...

lesdmd Loc: Middleton Wi via N.Y.C. & Cleveland

Precision Camera (in Connecticut) offers an on-line flat repair rate estimate; but will not provide a range of potential (higher) cost, although they acknowledge that is a definite possibility because they need to have a technician look at the unit before establishing a final price.
A customer must incur mailing and insurance costs before having a realistic idea of what the repair charge will be. I understand the need for a "hands-on" evaluation before establishing the final price, but why does their policy prohibit providing a high and low range, or at least a flat price with a ceiling? Beware!

DaveO Loc: Northeast CT

Where's the bait and switch?

twindad Loc: SW Michigan, frolicking in the snow.

Seems like a reasonable policy to me. How would they know what the upper level would be until they check out the camera?

lightchime Loc: Somewhere Over The Rainbow

lesdmd wrote:

Precision Camera (in Connecticut) offers an on-lin... (show quote)

Considering the number of differing cameras they may be called on to repair and the estimates from non repairable to the replacement of a sensor, it sounds like good and honest business principles to me.

DavidPine Loc: Fredericksburg, TX

I don't see the bait or switch. I deal with a company named Precision Camera in Austin. They give estimates on what they can see but not on what they can't see. They always treat me fairly.

lesdmd Loc: Middleton Wi via N.Y.C. & Cleveland

I should have been more specific: The problem is with an SB600 Flash that sporadically and spontaneously discharges.
Nikon is able to provide a range of repair costs based on my detailed description of the problem.
Two other service companies, including Nikon, were able to provide a "low" and a "high" estimate based on the description. They also warned me that if it is due to a short in the Main PC Board, only Nikon (or an authorized center) can provide the parts.
Regardless, if a company is providing only the low ball estimate, they are leaving themselves open to my claim that they are seeking a way to bait and switch.
I spoke to customer relations at Precision and the only number they give out is the flat lowest possible cost. Some people may find this ethical. I do not.

SharpShooter Loc: NorCal

Canon will not give a price on the phone either!!
Do you think they have a scam going? ;-)
SS

lesdmd Loc: Middleton Wi via N.Y.C. & Cleveland

RE: DavidPine

Different Company (I think); and I have no problem with a policy that states "We cannot provide an estimate until we have the unit in our hands". My issue is with a company that claims to provide a flat cost without clearly explaining that the final charge is likely to be considerably higher. I wasn't asking for a fixed final cost, rather the highest possible cost. I could certainly refuse their final estimate, but not without incurring unnecessary shipping/insurance costs.

lesdmd Loc: Middleton Wi via N.Y.C. & Cleveland

SharpShooter wrote:

Canon will not give a price on the phone either!!
Do you think they have a scam going? ;-)
SS

I expected Nikon to do the same, however after I described the problem, they were able to provide a low and high range repair cost.
I won't question the integrity of Precision Camera's diagnosis/repairs, once they see the problem, but I do believe they leave themselves open to my claim that they are offering a low price estimate to induce people to send the equipment to them at which point it is possible, even probable, that the price will then be increased.

lesdmd Loc: Middleton Wi via N.Y.C. & Cleveland

lightchime wrote:

Considering the number of differing cameras they may be called on to repair and the estimates from non repairable to the replacement of a sensor, it sounds like good and honest business principles to me.

Sorry, I was not specific. They know the brand and model of the flash unit that needs repair, and were provided with a very detailed description, when I spoke with a human, of when and how often the problem occurs. This certainly should provide enough information to provide a range for the repair fee. I wasn't asking for a precise quote.

JD750 Loc: SoCal

lesdmd wrote:

Precision Camera (in Connecticut) offers an on-lin... (show quote)

I encountered this policy with a Canon authorized repair center. I think it is pretty standard policy. In my case I took the risk and the repair cost was more than a new camera. Grrrr. I ended up buying a new camera.

Mr PC Loc: Austin, TX

I'm a computer repair guy and I will give my customers an idea of what I think something sounds like over the phone. I diagnose problems for free and then give a firm estimate, but that's only after a hands on look-see. I also don't charge for what I can't fix, I don't lose this bet very often or I wouldn't have made it since '97. If somebody had to mail me stuff, I don't see how I could make a policy that's any more fair than what's described.

mwsilvers Loc: Central New Jersey

lesdmd wrote:

I should have been more specific: The problem is ... (show quote)

I know nothing about this firm and my comments are based solely on your post. I see nothing unethical about their practice unless they regularly take in repairs and charge their customers an unrealistically high amount for them. They don't know the full extent of the problem and may not wish to commit to an estimate until they see the item for themselves. The actual cost of repair may exceed any estimate based only on your description which may be incomplete. I know of many companies (not necessarily photography related) that don't like to give any estimates at all until they review a repair in order to avoid setting inaccurate customer expectations. If you don't care for their approach, just don't use them, but remember that just because someone else gave you a high and low estimate has no bearing on the actual final price or the quality of workmanship. Even a high "estimate" is just that, an estimate, and there is no guaranty that the final cost will not exceed it.

skylane5sp Loc: Puyallup, WA

I give "ballpark" quotes all the time either phone, fax, or email for commercial avionics repairs. It's ridiculous to expect someone to give you a firm price like that. Their problem could be as simple as a loose setscrew on a knob but they think the switch is broken, or as complex as processor boards, displays or software. I always tell them they're asking "Fix my car, tell me how much it's going to cost, but you can't look under the hood..."

Your expectation is unreasonable. Their flat-rate was developed over a lot of repairs. Most of the time, they can make a few bucks because the actual repair is less than the flat rate. Sometimes the repair may cost more than replacing the unit. How would they have any idea until they have your unit in their hands?

lesdmd Loc: Middleton Wi via N.Y.C. & Cleveland

Mr PC wrote:

I'm a computer repair guy and I will give my customers an idea of what I think something sounds like over the phone. I diagnose problems for free and then give a firm estimate, but that's only after a hands on look-see. I also don't charge for what I can't fix, I don't lose this bet very often or I wouldn't have made it since '97. If somebody had to mail me stuff, I don't see how I could make a policy that's any more fair than what's described.

Sounds fair to me, and I would even call it fair if you charge for your time to make the hands-on look-see. The whole point is to give the customer some idea of what (s)he is getting into before your and her/his time is wasted.