Disappointing customer service from B&H and Oben
Jun 4, 2020 11:21:01 #
steve49
Loc: massachusetts
I have an Oben tripod that has given me good service and been reliable.
Recently I noticed one of the rubber feet is missing... ok, simple to fix I thought.
Emailed customer service at B&H... where I purchased the tri pod. Never heard back.
Emailed Oben directly. Their reply approached comical.
The feet can't be replaced, the foot can't come off.
You need to replace the whole leg.
I sent them a picture of the leg missing the foot.
It is a little rubber foot obviously glued onto the leg.
We need your original order to cover this warranty.
Note from me.
It is not worth the bother to solve what started out as the smallest and simplest customer service request
that you could get.
Disappointing. Ridiculous customer service from both companies.
Recently I noticed one of the rubber feet is missing... ok, simple to fix I thought.
Emailed customer service at B&H... where I purchased the tri pod. Never heard back.
Emailed Oben directly. Their reply approached comical.
The feet can't be replaced, the foot can't come off.
You need to replace the whole leg.
I sent them a picture of the leg missing the foot.
It is a little rubber foot obviously glued onto the leg.
We need your original order to cover this warranty.
Note from me.
It is not worth the bother to solve what started out as the smallest and simplest customer service request
that you could get.
Disappointing. Ridiculous customer service from both companies.
Jun 4, 2020 11:29:15 #
mwsilvers
Loc: Central New Jersey
steve49 wrote:
I have an Oben tripod that has given me good servi... (show quote)
How long ago did you purchase the tripod from B&H? Is the tripod still under warranty?
Jun 4, 2020 11:51:29 #
Customer Service? Never heard of such a thing. It's been 15 years or so since I bought my first digital camera and it took about three stores before I could get some customer service. All I knew about digital cameras was the fact that you didn't need film. The big box stores had clerks to handle all questions about everything in the store. When asking how a digital camera worked and what was the difference in the brands, the answer was, mostly, you will have to read the manual. After two big box stores I went to a CAMERA STORE. The clerk was a photographer with many years of experience and understood digital. We talked for a half hour before he made any suggestion as to which camera to buy and why. That is CUSTOMER SERVICE. Granted I could have gotten the same camera at a big box store for less money but it didn't include any customer service. However, I believe that customer service is worth a few more dollars.
Jun 4, 2020 12:00:57 #
steve49
Loc: massachusetts
Honestly, I have no idea what the warranty is even because " the foot cannot come off."
Jun 4, 2020 12:01:13 #
Id think B&H has little to do with a small part to a tripod. I doubt they'd handle such a thing. In this case the manufacturer might be a better source. Also, the New York world has been upended by Covid so you may want to give B&h a little slack right now. The logistical obstacles of keeping a company like that operating in such an environment is probably pretty daunting.
Anyhoo, look to Oben.
Anyhoo, look to Oben.
Jun 4, 2020 12:01:37 #
I just went to the LHS and bought some rubber leg replacement items. Jerryj98501
Jun 4, 2020 12:03:34 #
steve49
Loc: massachusetts
Thanks.
I did and the Oben service persons reply was
" The foot can't be replaced. You need to purchase an entire leg "
Anyway. I am done with it.
Dumb IMO.
I did and the Oben service persons reply was
" The foot can't be replaced. You need to purchase an entire leg "
Anyway. I am done with it.
Dumb IMO.
Jun 4, 2020 12:18:25 #
Jun 4, 2020 12:50:16 #
RWebb76 wrote:
Well that's too bad. I dont think Id buy another Oben. Wow.
You're easily led.
Jun 4, 2020 12:52:30 #
steve49 wrote:
I have an Oben tripod that has given me good servi... (show quote)
I don't understand your complaint about B&H. I have always been happy with B&H customer service.
How much time has lapsed since you sent the e-mail to B&H? With the current situation responses are taking longer than usual.
B&H doesn't usually carry replacement parts. Unless replacement parts are advertised by B&H you would need to get them from the manufacturer.
B&H has a return policy for defective equipment, but the return policy is not indefinite. How much time has lapsed since you purchased the tripod from B&H? It may be that the return time has passed.
Jun 4, 2020 13:08:53 #
steve49
Loc: massachusetts
My complaint w B&H was... no response to my inquiry.
If they said to contact the manufacturer or responded that they don't have parts like this it would have been fine w me. I emailed them last week.
If they said to contact the manufacturer or responded that they don't have parts like this it would have been fine w me. I emailed them last week.
Jun 4, 2020 13:32:17 #
steve49 wrote:
... Disappointing. Ridiculous customer service from both companies.
Mac wrote:
Me, too!I don't understand your complaint about B&H. I have always been happy with B&H customer service.
Mac wrote:
steve49, How much time has lapsed since you sent the e-mail to B&H? With the current situation responses are taking longer than usual. ... How much time has lapsed since you purchased the tripod from B&H? ... It may be that the return time has passed.
In my extremely humble opinion, you may well have a legitimate "beef", but like Mac, I have to wonder if it’s premature.
My mother once recounted a common expression to me about life here on the home front during WW II: Don't you know there’s a war on?!
Yes, that could be used as a cop-out, but also quite legitimately. So I ask you, as I’ve had recent occasion to ask myself, could what Mac wrote, highlighted above, be true?
Are Social Isolation policies of varying degrees still in place and as a consequence, have not many employees in several industries been either furloughed or laid off?
On the other hand, consulting the Hog for help in clarifying what can still be done was probably a good idea.
Good luck!
😎
Jun 4, 2020 13:34:08 #
Jun 4, 2020 13:36:06 #
steve49 wrote:
Emailed customer service at B&H... where I purchased the tri pod. Never heard back.
I apologize for this uncharacteristic oversight. Please cc me at henryp@bhphoto.com. Please include the original B&H order number. Based on other comments, it IS possible we will not be able to provide the small part you seek and if so, we wold have directed you to Oben eventually.
Jun 4, 2020 16:14:36 #
a6k
Loc: Detroit & Sanibel
Let's give credit where due. Know any other major online vendors who would have responded within about 2 hours the way Henryp did? This is not the only time that emails (to anyone, not just B&H) either don't arrive or just get lost. I get frustrated about that sort of thing, too, but I usually try at least once to follow up on the chance that it happened. They have a phone number and a chat feature on their website.
If you want to reply, then register here. Registration is free and your account is created instantly, so you can post right away.