Exemplary customer service from Helen Oster at Adorama
Mar 11, 2016 12:21:51 #
Fellow Hogs, I wanted to share a story that highlights how fortunate we are to have Adoramas Helen Oster as a part of our community.
Last Sunday when the Nikon lens-only rebates were announced, I ordered the 14 24 2.8. In typical Adorama shipping form, the lens arrived by Tuesday evening. I was thrilled, until I opened the box. No warranty card and a lightly smudged lens. It looked gently used. I called customer service and was told to ship the lens back for replacement. It would take 1-2 business days to return, 8 business days to process the return, and then several more business days to reorder and ship the replacement. I was very upset, as I had booked a shoot for this weekend that required the 14 24. But I packed it up and shipped it back to Adorama on Wednesday morning.
On Thursday, I remembered reading that we had an Adorama representative monitoring our site for any service issues and searched the forum to find Helen Osters contact information. I emailed her about my issue. She responded immediately. She tracked my return lens down (It arrived in one day go UPS!), expedited the return and reorder, shipped the replacement out by the end of the day, Business Overnight with a 10:30 am delivery, and the lens was in my hands, in perfect condition and with the warranty card, by 10:00 am on Friday morning, in time to keep my shoot on the schedule.
Helen transformed me from a customer about to jump ship to another vendor to a once again loyal customer totally on board with Adorama. She takes great care of our members and I am extremely grateful to her and to Adorama for their fine treatment of my situation.
Last Sunday when the Nikon lens-only rebates were announced, I ordered the 14 24 2.8. In typical Adorama shipping form, the lens arrived by Tuesday evening. I was thrilled, until I opened the box. No warranty card and a lightly smudged lens. It looked gently used. I called customer service and was told to ship the lens back for replacement. It would take 1-2 business days to return, 8 business days to process the return, and then several more business days to reorder and ship the replacement. I was very upset, as I had booked a shoot for this weekend that required the 14 24. But I packed it up and shipped it back to Adorama on Wednesday morning.
On Thursday, I remembered reading that we had an Adorama representative monitoring our site for any service issues and searched the forum to find Helen Osters contact information. I emailed her about my issue. She responded immediately. She tracked my return lens down (It arrived in one day go UPS!), expedited the return and reorder, shipped the replacement out by the end of the day, Business Overnight with a 10:30 am delivery, and the lens was in my hands, in perfect condition and with the warranty card, by 10:00 am on Friday morning, in time to keep my shoot on the schedule.
Helen transformed me from a customer about to jump ship to another vendor to a once again loyal customer totally on board with Adorama. She takes great care of our members and I am extremely grateful to her and to Adorama for their fine treatment of my situation.
Mar 11, 2016 12:56:32 #
jdm wrote:
Fellow Hogs, I wanted to share a story that highli... (show quote)
I'm happy for you, very refreshing to hear stories like these!!
:thumbup: :thumbup:
Mar 11, 2016 13:48:22 #
I have to agree. While I've not had any experience with Adorama that required attention, Helen greeted me when I first joined UHH and through her good offices, I have made a number of purchases there. She is most certainly a wonderful ambassador for Adorama!
Mar 11, 2016 13:57:38 #
It is good to read about exceptional customer service once in a while.
All too often we tend to focus on disappointments and mistakes.
This story is a customer service grand slam!
Go Helen! :thumbup: :thumbup: :thumbup:
All too often we tend to focus on disappointments and mistakes.
This story is a customer service grand slam!
Go Helen! :thumbup: :thumbup: :thumbup:
Mar 11, 2016 14:37:24 #
Glad to hear it!
Helen is the best.
She's the Terminator of customer service.
Helen is the best.
She's the Terminator of customer service.
Mar 11, 2016 14:41:58 #
jdm wrote:
.../....
It is great to recognize Helen's work, I have seen many complimentary threads on her inter-action with folks here...
But...
Have you (and all the others that is) ever considered contacting her boss to report how valuable her help is toward retaining clients and solving problems? That could mean a promotion for her... Or a better pay check, who knows?
Mar 11, 2016 15:18:12 #
Mar 11, 2016 15:19:26 #
Mar 11, 2016 15:20:12 #
Mar 11, 2016 15:24:23 #
Rongo, I love your idea!
I did post here and then posted some 5-star reviews on sites outside of our community (yelp, google, consumer affairs, trustpilot) to spread the word to the broader public. I will find and follow up with Helen's boss to sing her high praises. Thank you for the wonderful advice!
I did post here and then posted some 5-star reviews on sites outside of our community (yelp, google, consumer affairs, trustpilot) to spread the word to the broader public. I will find and follow up with Helen's boss to sing her high praises. Thank you for the wonderful advice!
Mar 12, 2016 06:21:29 #
I also have very high praise for Helen's customer service. I had one issue with adorama prints. Helen was all over it. Come to find out the problem was not Adorama prints it was me (dummy) when I saved my photos after editing I did not save them in srgb. Of course adorama prints does not support rgb and my prints were awful. Even though it was my fault Helen was able to get me a credit towards my next prints. When it comes to prints Adorama prints is all I use. When it comes to customer service Helen is the best.She does care about customer service.
Mar 12, 2016 06:52:32 #
jdm wrote:
Fellow Hogs, I wanted to share a story that highli... (show quote)
What a pleasure to hear these kind of stories ! Hellen Oster is a very valuable employee to Adorama as well as us purchasing public ! Thank you for the post and her for the Adorama businesses an employee !!
Mar 12, 2016 06:54:05 #
Rongnongno wrote:
It is great to recognize Helen's work, I have seen many complimentary threads on her inter-action with folks here...
But...
Have you (and all the others that is) ever considered contacting her boss to report how valuable her help is toward retaining clients and solving problems? That could mean a promotion for her... Or a better pay check, who knows?
But...
Have you (and all the others that is) ever considered contacting her boss to report how valuable her help is toward retaining clients and solving problems? That could mean a promotion for her... Or a better pay check, who knows?
Awwww Rongo, you do have a heart! :-P
Mar 12, 2016 07:27:01 #
I have not dealt with Helen But I use Adorama a lot and have found quality service from them
Mar 12, 2016 07:38:57 #
sueyeisert
Loc: New Jersey
She did a terrific job. Why was the original lens sent to you in the first place that's what would bother me.
jdm wrote:
Fellow Hogs, I wanted to share a story that highli... (show quote)
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