Bill_de Loc: US

It has a 6 year warranty only if purchased from an authorized U.S. dealer. Whether they replace just the foot or the tripod, it looks like they are addressing the warranty.

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pego101

In my opinion adorama is better. Not saying b&h is bad just not as good as adorama IMHO

rehess Loc: South Bend, Indiana, USA

Each company has issues .... they are human. During Black Friday sales several Pentax Forum members had trouble getting Adorama to send all additional items promised to be included with the Pentax KP. On the other hand, when B&H lowered the price of a lens I purchased with the KP, they were willing to give that price to me also even though mine was shipped just before the price was lowered.

Scruples Loc: Brooklyn, New York

Yes I'm a faithful customer of B&H. But rather than sing their praises, your bad experience might have been handled a little differently. When you are experiencing less than their usual service, you can be a little more insistent and perhaps direct the service representative by asking more specific questions. questions. Did I say you did something wrong? NO! I have found that sometimes the person on the phone may not be truly fluent with a problem. You can politely say, "I'm not getting the help I need. Can you transfer me to another clerk?"
Also consider the time you placed your call. The clerk may have been overwhelmed. Finally, the store does offer an on line survey. Don't forget or put it off.
Happy Shooting!

rmalarz Loc: Tempe, Arizona

My suggestion is to contact Sirui. https://www.siruiusa.com/contacts.html

They are the ones with spare parts, etc.

My story with B and H is that on Monday of this week, I ordered some lighting equipment. It arrived yesterday evening and I picked it up this afternoon. Excellent service.
--Bob

papakatz45 Loc: South Florida-West Palm Beach

Regardless of what others will or have said, this is a case of very poor customer service. I am sure it is not BH policy. Just a poor representative of the company not doing his job. Contact customer service supervisor and let him know the issue. All companies want to know about poor employee service.

papakatz45 Loc: South Florida-West Palm Beach

mwsilvers Loc: Central New Jersey

You are assuming Jacob is the issue. There are difficult customers as well who always have something to gripe about. We're not defending him, we're just not assuming he did something so bad that the OP needed to tell the whole world about it.

Straycat

I too am avoiding B&H. When i lived in Brooklyn, I called it bureaucracy and headache. When I ordered after moving to the West, I bought a camera that didn't work properly. The man said, without even listening summarized "She doesn't like it" I learned that they rent equipment and will sell a previously rented camera as "new" because technically it wasn't "sold." Adorama does this sales trick too, though their customer service was a little better. I have a feeling Glazers and Kenmore in the Seattle area do the same with returned rentals.

Beenthere

[quote=doclrb] I spoke to 'Jacob'. I explained my problem and asked if he might know of a compatible replacement rubber foot.

Before I could even take my next breath, he gruffly responded "You'll have to call Sirui." So what was missing here? Well, no inquiry as to whether I had purchased the item from B&H, no mention of "I'm sorry we can't help you with this matter but...."

Just a gruff "You'll have to call Sirui," after which I politely replied "Thank You" and ended the call.

You know, before you had even finished your story I was asking why you didn't contact the manufacturer? Many manufacturers, these days, ask that you not return, or request repair of their products from the retailer, but contact them, directly for such services. I guess that's just the way things are now, plus a retailer the size of B&H concentrates on volume sales at a great price and probably don't even have a parts/repair department. Some items are accepted for exchange and they will then deal with a manufacturer.., unless, of course, you bought an extended warranty. Even then it is up to the retailer as to which path will be followed. I'm a New Yorker and so understand your reaction to the "gruff" New York Attitude." Actually we're pretty friendly but our pace of life is so much faster than the rest of the country that we often don't have time to show patience. For them I apologize.., they are the same with fellow NewYorkers and we just ignore it, or respond in kind. Have a Happy!

tbox

I really do not understand where is the problem I'm very upset when consumer service telling you how sorry they are and do nothing to give you an answer to fix the problem. You want to hear the horror service story I will tell you my experience.
To order two suits and 2 extra pairs of pants from Macy's
1. It takes me two days from 6 pm Friday to 3 am on Saturday and 9 am to 9 pm on Saturday
2. I spend with service department 7.6 hrs. on the phone during these two days (it is time to the minute from the phone record)
3. 3.5 hrs. in the chat room during these two days
4. It takes them to make 7 orders, 6 order cancelations, 19 attempts to make a charge to my credit card.
5. 45 times they verified with me the same credit card billing and shipping information.
6. During those two days, I meet by the name and spoke to over 50 people from Macy's customer service and all of them apologies every time I call, which made me even more upset at the very last calls, as soon as they pick up the phone and tell me their name, I was telling them that I know how sorry they are but they have no idea how angry, I'm

rmalarz Loc: Tempe, Arizona

The horror of your story is right at the start, ordering two suits and 2 extra pair of pants. That is horror alone. I can't remember the last time I wore a suit, but there is a photograph of it somewhere. Having to purchase just one would scare the crap out of me.
--Bob

steveg48

I had an experience where I called up B & H because I lost a lens hood for a Samyang fisheye lens that I had purchased at B & H. I did not see it for sale as an accessory on their website. They said they do not carry it and that I would have to call the distributor. However, they gave me the phone number to call. The distributor was very helpful and I was able to purchase the lens hood from them.

Bill_de Loc: US

These kinds of threads are the type everybody needs to get involved in. A member for almost 2 years and this is your first post.

Hopefully this is the first with more to come.

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rehess Loc: South Bend, Indiana, USA

A first post is a good start, but as far as I'm concerned, this is the type of thread nobody needs to get involved in. The OP had an unusual experience and vented. What follows is an unnecessary recitation of similar {and much more common} opposite experiences.