The Airs

My bummer with B&H Photo Video

Richard Charpentier Notes from Rich 5 Comments

So, have you wondered where I’m at with the new printer?  If you’ve been wondering, you’re not alone!  I’ve been wondering too.

See, B&H has been closed for vacation for the past week and a half, and I’ve been in the dark on where everything is at.  On October 10th I received confirmation that the damaged printer I’d returned had made it to B&H, and that they were now processing the new printer for me.

The estimated arrival time at B&H for the new printer was put at 7 to 14 days from the time they sent my confirmation.  Today is 13 days from that point in time, and the printer is not in with B&H, nor is it on it’s way to me.  According to the customer service rep I just spoke with it might not be in to them until next week.

I’ve got to say I’m severely disappointed with B& for the first time since I started doing business with them!  I’ve been ordering from them for many years, and I’ve never had an experience like this.  I can say with certainty that I will never order larger items from them again, and for the time I won’t be recommending them to clients and customers.

Here’s the time line thus far:

  • The printer was ordered on 9/22/08.
  • The printer arrived, damaged, on 10/1/08.
  • Shipping back to B&H was arranged the next day, a refund of my shipping expense was offered, but never completed, and the printer was picked up on 10/3/08.
  • On 10/10/08 B&H setup the new printer shipment and sent me my confirmation.  The allotted time has passed, and calling today I found out we’re no closer to seeing a printer!

This is most certainly a bummer.  Right now I’m trying to decide if I’d like a refund for the printer, protection plan, shipping, etc., and look into a direct order through HP.  I don’t know if it would speed things along.

I understand things happen, and I’m sure B&H didn’t damage the printer.  But it was damaged in shipping, sent back, etc., and I’m stuck with no printer and an operating business.  And this morning I felt that getting it too me wasn’t a priority.  The week and a half vacation that B&H had seems to have cost me directly.

Well, there’s the update.  I would suggest weighing your options prior to ordering large items from them.  I certainly won’t be following up on business with them this year, and most likely next year as well.  The whole situation has me thinking direct orders with the manufacturer would work out better going forward, especially when time is important.

Wonder if I’ll ever getting my refund for the shipping…….?

Comments 5

  1. I hope you get your refund for the shipping and that you get this issue taken care of ASAP. There is nothing more frustrating than a lack of customer service. We encountered that with last week’s wedding tux snafu.

    Stand your ground… Maybe going through the Mfr would be a better route… I don’t know. Weigh your options. You know more about this stuff than I do.

  2. Post

    Actually, this is a standard happening with B&H, and it normally doesn’t interfere. Often B&H is closed for a week here or there for holidays. Heck, I’d like to work somewhere that did that.

    Remember, the printer did come here. Beat up, but they got me one. It’s just the return game we’re playing now.

    Oh, and yes, paid with a card….. 😉

  3. Rich:
    We’re sorry for this inconvenience and sorry too it happened to take place during our much-publicized annual Sukkos hiatus. We’re open again — regular house — and this will be rectified ASAP.

    Henry Posner
    B&H Photo-Video

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    Thanks for popping by and for the comment. I appreciate part of the situation, and I’m sure you can appreciate my side as well. No slight on you guys, and we’ll talk about it in the a.m.

    In my time dealing with B&H I’ve been nothing but satisfied. Go figure, with the launch of my new business things would go sideways in a big way with my order. A little more than disappointing, and unfortunately a bad mark for me with my own waiting client list. I’m just hoping we can get this squared away so I can start meeting the needs of Northern Arizona’s artistic population.

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