Helen B
TPF Noob!
- Joined
- Sep 16, 2007
- Messages
- 3,296
- Reaction score
- 467
- Location
- Hell's Kitchen, New York
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I bought a Lowel Maxa-mount from Adorama last week. It looked different from the two I had bought previously – there was a bit missing. I called Lowel customer service, and was connected to Tiffen. I asked whether or not the part was missing or was now sold separately and they told me that the part was still included, and should have come inside the packaging.
Mistakes happen, so everything was cool with me. I returned to Adorama in a good mood, was directed to the woman who dealt with returns and told her the story. First she claimed that Tiffen did not deal with Lowel products (so why would Tiffen answer the phone when you ring Lowel customer service?) then she tried to explain that they meant that the part was extra, and that I had misunderstood Tiffen (even though she had not heard the conversation). I explained that both the Lowel website and catalogue showed the part as being included. She went off to the lighting department and came back to tell me that according to the catalog what I had been sold was the entire item. I asked her to bring the catalog so she did. The image showed quite clearly that I had not been sold the entire item, but she continued to claim that I had. I read the text description out, and asked her to find what was mentioned in the text. She couldn’t answer.
I got the impression that she had no idea what she was talking about, but was just doing her best to prove that the customer was wrong. She managed to turn a happy customer into an annoyed and frustrated one.
They took the item back and promised to refund the money. That was the only one they had had in stock in the warehouse or store, so I couldn’t get another one from them. Two days later the refund is not yet posted to the account, but the incomplete item is back in stock at the Adorama store. I checked this afternoon.
Best,
Helen
Mistakes happen, so everything was cool with me. I returned to Adorama in a good mood, was directed to the woman who dealt with returns and told her the story. First she claimed that Tiffen did not deal with Lowel products (so why would Tiffen answer the phone when you ring Lowel customer service?) then she tried to explain that they meant that the part was extra, and that I had misunderstood Tiffen (even though she had not heard the conversation). I explained that both the Lowel website and catalogue showed the part as being included. She went off to the lighting department and came back to tell me that according to the catalog what I had been sold was the entire item. I asked her to bring the catalog so she did. The image showed quite clearly that I had not been sold the entire item, but she continued to claim that I had. I read the text description out, and asked her to find what was mentioned in the text. She couldn’t answer.
I got the impression that she had no idea what she was talking about, but was just doing her best to prove that the customer was wrong. She managed to turn a happy customer into an annoyed and frustrated one.
They took the item back and promised to refund the money. That was the only one they had had in stock in the warehouse or store, so I couldn’t get another one from them. Two days later the refund is not yet posted to the account, but the incomplete item is back in stock at the Adorama store. I checked this afternoon.
Best,
Helen
![[No title]](/data/xfmg/thumbnail/42/42015-c5cdef195e2aab7b272f0c03437c42c4.jpg?1619739978)
