Subpar Experience with MPB

Discussion in 'mpb.com' started by waday, Dec 1, 2017.

  1. waday

    waday Do one thing every day that scares you Supporting Member

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    Do you know about when? Are they going to contact me via email or via phone?


     
  2. mpbcom

    mpbcom Official Vendor Supporting Vendor

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    Hi, sorry they haven't been in touch yet - your issue is currently being investigated and you'll hear from customer service this afternoon by email. Thanks
     
  3. vintagesnaps

    vintagesnaps Been spending a lot of time on here!

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    The site shows the company is registered in the UK. I wonder about warranty coverage; the site's page on warranty talks about 6 month coverage but I didn't see anything about US manufacturer warranty coverage on purchases. Scroll down to the bottom to FAQs.
     
  4. Braineack

    Braineack Been spending a lot of time on here!

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    They sell used equipment. Any warranty coverage still applicable on an item is between you and the manufacturer -- which a lot don't honor unless you have proof of purchase new.

    mpb handled my return very well; the d800 I picked up unfortunately had a terrible back focusing issue and I had to return it. they sent a return label and I dropped it off with fedex, no issue.
     
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  5. mpbcom

    mpbcom Official Vendor Supporting Vendor

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    Thanks for bringing that to our attention - it should be listed as our US office! We will get this fixed ASAP.
     
  6. mpbcom

    mpbcom Official Vendor Supporting Vendor

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    Hello everyone, we would like to point out here that we do offer Free Shipping across the US - it was overnight shipping that had been selected in this case which there is a fee for. Thanks!


     
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  7. waday

    waday Do one thing every day that scares you Supporting Member

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    Huh. I don't recall free shipping being an option given to me. If that option does indeed exist, perhaps you should make it clearer to your customers.

    Also, just curious, are you indicating that I opted for overnight shipping? Because, I didn't. If that's what I paid for, I didn't get overnight shipping. I recall standard shipping as approximately $20, second day being $24. I opted for second day, because I was willing to pay a few dollars more. Had I known about a free option, I would have likely gone that route.
     
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  8. Braineack

    Braineack Been spending a lot of time on here!

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    selecting "no hurry" was free. I remember that. I splurged the ~$15 shipping option for "priority" which ended up being two-day.
     
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  9. waday

    waday Do one thing every day that scares you Supporting Member

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    Thanks, good to know. "No hurry" should just say "free". Why make it harder for customers?

    On the topic of shipping... my wife texted me that I received the lens hood this morning. My wife said it's metal, so that's a good sign. I'll have to see the quality and fit when I get home.

    MPB's customer service did indeed contact me yesterday afternoon. According to their internal investigation, I was supposed to receive a follow-up email detailing what was happening, but they didn't send it out. They were waiting to see if they received any used lens hoods for my lens. Since they didn't receive one, they ordered a third-party lens hood and sent it for overnight delivery for today. I don't get a case.

    All in all, I'm glad they sent the lens hood, I'm sad about not receiving a case, and I really wish this whole process could have avoided public posts on a forum.
     
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  10. goooner

    goooner Been spending a lot of time on here!

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    I appreciate the public post on the forum :048:
     
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  11. mpbcom

    mpbcom Official Vendor Supporting Vendor

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    We do offer it - it's the 'No Hurry' option which takes longer, but you're right - it should be made clearer so I have passed this on to our development team.

    Apologies - you hadn't selected overnight shipping, but it was one of the options with a fee. Thanks.
     
  12. waday

    waday Do one thing every day that scares you Supporting Member

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    Very true. If it's helpful for potential customers, especially to see how the company responds publicly, I'm happy to do it.

    While I may be soured from this experience (and it'll be some time before I go to their site again), I am glad that MPB did respond. In this day and age, public posts are also, unfortunately, the only way to keep companies accountable for what they do and to get them to respond to customer complaints.
     
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