Adorama or Sirui or...... (Page 2): Good news/bad news: The Sirui USA url is: https://www.sirui.com/ Adorama is not on their list of dealers. B&H is...

Rich1939 Loc: Pike County Penna.

47greyfox wrote:

I did contact Sirui with the attempt to register. The email was very courteous and even apologized for any inconvenience.

Good news/bad news:
The Sirui USA url is: https://www.sirui.com/
Adorama is not on their list of dealers. B&H is

John_F Loc: Minneapolis, MN

The other actor, Sirui, could be at fault as well so Adorama doing the 'look into' is the best route.

cjc2 Loc: Hellertown PA

I have been dealing with Adorama for years without ANY issue that wasn't solved to my satisfaction and I am certain they will get to the bottom of this. Sometimes you have a choice of 'USA' or "grey", but they always make that very clear. Adorama's site clearly states that they are an authorized USA dealer, which I would suspect they are for most anything they sell. I will be interested in the resolution, but I wouldn't worry! Best of luck.

HelenOster Loc: New York

47greyfox wrote:

Let me start out by saying that of the major photography vendors, Adorama has always been my goto prior to this incident. And I'm not saying that they won't be in the future, but.... well, read on. On Apr 27th, I ordered a Sirui T-2205X tripod from Adorama through Amazon. Prior to placing the order, I went to Adorama's website and investigated the tripod a little more since the sale was through them and not actually sold by Amazon. The price was very competitive and I saw from the product page on Adorama's website that there was a 6-year Sirui warranty. It was shipped directly from Adorama and arrived in only 3 days. After examining it, I requested and received an invoice from Adorama, necessary for product registration, which I did online via the Sirui website. Lo and behold, yesterday, I received an email from Sirui stating that Adorama is not an authorized-seller of Sirui products and the note further suggested that I return the product and purchase from an authorized seller to receive warranty coverage. I immediately went to the Adorama website and went into chat mode. Chat is with a sales representative and he/she acknowledged a lack of knowledge about the issue but agreed from their webpage that a 6 year factory warranty is more than just implied. As suggested by chat, I then called Adorama customer service and explained my concern. He asked if there was a problem with the tripod and I said, "no, I expected the warranty, which apparently isn't available because you aren't an authorized seller?" I then told him about the email I had received and I think he sounded genuinely surprised, especially after I read the email to him. He then asked that I forward the Sirui email to him and that he would personally look into the situation and get back to me within two days, which is COB tomorrow, May 9th. Wouldn't you think that a major photography merchandise seller would know if it's an authorized seller or not? I hope this all gets resolved favorably or else, the tripod simply gets returned. I know due diligence is the buyer's responsibility, but this was (still is) a complete surprise. I'll follow up later with what happens .....

Let me start out by saying that of the major photo... (show quote)

Please email me:Helen@adorama.com with your order number, and I’ll speak to the Purchasing Manager.

I apologize for any confusion; I honestly don’t know whether Adorama is an authorized retailer or not, and definitely would not expect someone in the call center to have that info!

rwilson1942 Loc: Houston, TX

It's Sirui, they have a very strange warranty policy, not like anything I have encountered anywhere else.
I contacted them about buying a part and they wanted to know where I bought the tripod.
In my opinion, if I own one of their products, I am their customer and it shouldn't matter where I got the product.
Based on their policy, if someone buys a used Sirui tripod, they can't buy parts for it because they did not buy it from an authorized dealer.
I like my Sirui tripod but this policy sucks in my opinion.

47greyfox Loc: on the edge of the Colorado front range

HelenOster wrote:

Please email me:Helen@adorama.com with your order number, and I’ll speak to the Purchasing Manager. I apologize for any confusion; I honestly don’t know whether Adorama is an authorized retailer or not, and definitely would not expect someone in the call center to have that info!

Thanks, Helen. Email sent.

OddJobber Loc: Portland, OR

Screamin Scott wrote:

... I won a travel tripod of theirs years ago... Sold it as my 3 Legged Thing Eddie Evo was better...
https://www.sirui.com/

Thanks again but.... Three years later I find out there's no warranty?

Seriously, not at all worried about it. It's still my travel pod at half the size and weight of my Induro carbon fiber. Well built little guy.

DanielB Loc: San Diego, Ca

I have heard that Adorama has some of the worst customer service in the business. I have purchased from them but only through Amazon. That way if something goes wrong I can return it no hassle for refund.

47greyfox wrote:

Let me start out by saying that of the major photography vendors, Adorama has always been my goto prior to this incident. And I'm not saying that they won't be in the future, but.... well, read on. On Apr 27th, I ordered a Sirui T-2205X tripod from Adorama through Amazon. Prior to placing the order, I went to Adorama's website and investigated the tripod a little more since the sale was through them and not actually sold by Amazon. The price was very competitive and I saw from the product page on Adorama's website that there was a 6-year Sirui warranty. It was shipped directly from Adorama and arrived in only 3 days. After examining it, I requested and received an invoice from Adorama, necessary for product registration, which I did online via the Sirui website. Lo and behold, yesterday, I received an email from Sirui stating that Adorama is not an authorized-seller of Sirui products and the note further suggested that I return the product and purchase from an authorized seller to receive warranty coverage. I immediately went to the Adorama website and went into chat mode. Chat is with a sales representative and he/she acknowledged a lack of knowledge about the issue but agreed from their webpage that a 6 year factory warranty is more than just implied. As suggested by chat, I then called Adorama customer service and explained my concern. He asked if there was a problem with the tripod and I said, "no, I expected the warranty, which apparently isn't available because you aren't an authorized seller?" I then told him about the email I had received and I think he sounded genuinely surprised, especially after I read the email to him. He then asked that I forward the Sirui email to him and that he would personally look into the situation and get back to me within two days, which is COB tomorrow, May 9th. Wouldn't you think that a major photography merchandise seller would know if it's an authorized seller or not? I hope this all gets resolved favorably or else, the tripod simply gets returned. I know due diligence is the buyer's responsibility, but this was (still is) a complete surprise. I'll follow up later with what happens .....

Let me start out by saying that of the major photo... (show quote)

HelenOster Loc: New York

DanielB wrote:

I have heard that Adorama has some of the worst customer service in the business. I have purchased from them but only through Amazon. That way if something goes wrong I can return it no hassle for refund.

Deeply disturbed to read that this has been your impression; if you can please advise me: Helen@adorama.com where you've heard such feedback, I'd be grateful so I can follow up.

BTW Amazon: https://uk.trustpilot.com/review/www.amazon.co.uk 3.9/10
Adorama: https://uk.trustpilot.com/review/www.adorama.com 7.8/10

Amazon: https://www.resellerratings.com/store/Amazon 3.61/10
Adorama: https://www.resellerratings.com/store/Adorama 8.96/10

47greyfox Loc: on the edge of the Colorado front range

DanielB wrote:

I have heard that Adorama has some of the worst customer service in the business. I have purchased from them but only through Amazon. That way if something goes wrong I can return it no hassle for refund.

Quite the contrary, DanielB. There's a reason why I have purchased from Adorama in the past whether it be direct or through Amazon. I'll agree that through Amazon is convenient, but I've found Adorama's sales/customer service departments to be excellent. And I'm confident that the vast majority of UHH members would agree.

cjc2 Loc: Hellertown PA

DanielB wrote:

I have heard that Adorama has some of the worst customer service in the business. I have purchased from them but only through Amazon. That way if something goes wrong I can return it no hassle for refund.

Don't know where you heard that but it must have been about some other vendor. Adorama has some of the BEST CUSTOMER SERVICE, bar none, both in my own personal experiences and from what I read on here. Adorama is in MY list of the VERY BEST retailers! (Now, I'n neither employed by them or a family member, just a long standing customer!)

OddJobber Loc: Portland, OR

DanielB wrote:

I have heard that ...

That's always a reliable source.

HelenOster Loc: New York

cjc2 wrote:

Don't know where you heard that but it must have been about some other vendor. Adorama has some of the BEST CUSTOMER SERVICE, bar none, both in my own personal experiences and from what I read on here. Adorama is in MY list of the VERY BEST retailers! (Now, I'n neither employed by them or a family member, just a long standing customer!)

Thanks so much - just copied your kind feedback to the CS Manager to share with his team, and I know they'll all be delighted!

cjc2 Loc: Hellertown PA

HelenOster wrote:

Thanks so much - just copied your kind feedback to the CS Manager to share with his team, and I know they'll all be delighted!

Not a problem Helen. Some of us, like me, don't want to see good companies washed in mud for no good reason. There are many not-so-good companies on the web and Adorama is surely not one of them!

repleo Loc: Boston

rwilson1942 wrote:

It's Sirui, they have a very strange warranty poli... (show quote)

Apparently you never heard of Nikon.