July 23, 2014, 03:03:49 PM

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Messages - Helen Oster

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31
I think all this nonsense can still be sorted out without dragging Adorama through the mud!!

When you get a new member signing up just to complain, as often as not, they have misunderstood.  Adorama's paperwork for the combined deals involving a printer are a bit confusing, but it all makes sense if you wait for a few days and get the combined invoice before panicking.

.....and what is confusing is when customers post on 3 different forums thinking it's going to speed up the process of resolving a problem. It doesn't. It takes me away from actually getting on with it!

32
I don't like Adorama as well as I like B&H.  .

Any reason that I should be aware of?

33




They made an error, and then you compounded that error by overreacting and sending it back.

You should've just kept the items  and called them, it would've been an easy fix for them over the phone.



It wasn't an error; printers have to be shipped UPS Ground. That is why the shipment was split.

34
.......and my email going to Helen@adorama.com (which went out 2 weeks ago with no reply as of yet...I understand the holiday...but...really) and I realize now that dexier@adorama.com is the girl on the phone I talked with, not Trixie R.



What I have in my inbox from you Jon are emails that you have exchanged with Dixie, and that I was copied in on.

I don't see that at any time you wrote directly to me and asked me to get involved. I am truly sorry if you thought that I was going to be.

35

Nope... not referring to adorama... evidently you missed all the posts that question my moral compass or the lack there of. 

I kinda want to watch Scarface now... thre whole scene in the restaurant where Tony says... I'm the bad guy...

aaah... my apologies. I thought you were referring to Adorama's morality - or lack of it!

36



... but the moral/ethical issue appears to still be in play.

It does? I also sent you a $10 coupon code  by way of an apology for any disappointment caused - even though it states on our website that:


Terms & Conditions
Purchaser, by placing an order, makes an offer to purchase pursuant to these terms and conditions, which offer, if accepted by Adorama Camera, is accepted within the State of New York, .....Adorama.com is intended to be a guide only. Some item illustrations are for display purposes only, may not be exact, and are not necessarily included in the purchase price. Adorama is not responsible for typographical or pictorial errors, and specifications may change without notice.

37
.....I just would have asked them to pay return shipping if I didn't want it since they didn't send me what was pictured. 

I have already requested a pre-paid label to be emailed to the OP

38



Was there, anywhere in the add or website, the standard "items may not be as pictured" clause.... If so; sorry, no leg to stand on.....


http://www.adorama.com/help/termsAndConditions

By opening or using a product purchased from Adorama, the purchaser agrees to be bound by the term and conditions of sale as set forth below. If you do not agree to the terms and conditions of sale, please ship the product back to Adorama unopened within 5 days of receipt for a full refund (less shipping and handling charges).

Adorama Camera makes no warranty, either expressed or implied, of merchantability or fitness for any particular purpose, and none shall be implied by law.

Final determination of suitability of any item sold for the use contemplated by purchaser is the sole responsibility of the purchaser, and Seller shall have no responsibility in connection with such determination.

Adorama Camera will not be responsible for any consequential or incidental damages resulting from the sale, non-delivery, use or improper function of any equipment purchased from us. The responsibility, if any is imposed, of Adorama in regard to any item purchased shall be limited to the monetary value of the merchandise purchased.

Adorama.com is intended to be a guide only. Some item illustrations are for display purposes only, may not be exact, and are not necessarily included in the purchase price. Adorama is not responsible for typographical or pictorial errors, and specifications may change without notice.

39


You may be of the above you describe. But it is all too lengthy. I think shorter and to the point ROCK STAR describes you better. :)

 :-* :-* :-*

40

From a personal point of view, I've had the pleasure of dealing with Helen Oster and have found her professionalism to be above reproach.

Helen,

Your title is aptly named "Customer Service Ambassador" because you do a very good job at it.  We, as a community are fortunate that we have someone like you looking out for us.

Helen is to PR what Magic Lantern developers are to hackers.......

Props to Helen for even entertaining a discussion over what amounts to a print error.

I just want to say thank you to everyone for all your thoughtful words and sentiments, which are so very much appreciated

41
In the US, laws relating to Internet sales are not the same as for retail stores: http://digital.law.washington.edu/dspace-law/bitstream/handle/1773.1/354/vol1_no1_art2.pdf

42


Well, that's what you get for writing something nice :-p ... I'm not up to the correct obvious terms obviously as you relate to the public - otherwise you'd just write a PM to the op - but maybe PR is something different entirely and is considered deprecating since it made you post your qualifications ... so sorry for that.

Sorry, don't mean to be spiky. But PR generally refers to someone who is employed to promote a business, and to encourage the public to support that business.

My job is less PR for Adorama, than it is customer advocacy - and I always post publically for 100% transparency - and so other customers can see that if they also experience issues of any kind, that I'm here to help.

I believe that my professional background is important, because it highlights my understanding that human relationships and expectations -  and failings - are an integral part of any transaction, even those which are related to commerce.

43


... and as a mere foreigner I'd like to add that at first I found it to be a bit creepy for some retailer PR agents to scan the forums and pick up critical threads, but after looking at a couple of them I have to say you U.S. boys should be lucky to have such online shops over there, in Germany if something doesn't work out you're out of options very quickly.


PLEASE don't call me PR!!!

My post was developed in 2007 as a direct response to the increasing desire by customers to use a variety of Social Media platforms to communicate with retailers -  and each other.

I act as an Independent Advocate on behalf of Adorama customers, representing Adorama's presence on social network sites (eg Twitter, Facebook, Google + and Linked In), shopping sites and newsgroups; Photography Blogs and Forums - across the globe

With a diverse background in Law, Journalism and Mental Health, and experience as an Expert Witness in the fields of Workplace Stress and Bullying, I aim to provide a rapid response for customers seeking advice and / or support in relation to their purchases - investigating and resolving complaints and concerns that customers have been unable to address through regular customer service channels.


Any customer with an enquiry, query or complaint regarding an order - or any aspect of service from Adorama, is also most welcome to contact me directly: helen@adorama.com




44
I'm in communication with the OP and am in the process of assisting him.

The picture was changed as soon as we became of the error, but maybe it's worth clarifying how an error like this can occur so easilly....

The Adorama website isn't like eBay, ie, we don't take photographs of the gear and then upload them. Manufacturers require consistency in the way their products are displayed by retailers. Therefore they send us the text we have to use, and the pictures come in as a series of codes.
The data entry clerks are not photographers and may not not know one end of a tripod from  another...  they are there purely to upload the info.
With over 180,000 different product lines on our website,  an inadvertent juxtoposition of one number or letter for another, and quite a different beast is on the product page!

That is why  we display the following on our website (and acceptance of these terms and conditions are presumed to be understood by the customer before he or she places an order)

http://www.adorama.com/help/termsAndConditions

Purchaser, by placing an order, makes an offer to purchase pursuant to these terms and conditions, which offer, if accepted by Adorama Camera, is accepted within the State of New York, and purchaser consents to the jurisdiction of the courts of the courts of the State of New York for the limited purpose of dispute arising between the parties resulting from this transaction and agrees that the laws of the State of New York shall apply.

By opening or using a product purchased from Adorama, the purchaser agrees to be bound by the term and conditions of sale as set forth below. If you do not agree to the terms and conditions of sale, please ship the product back to Adorama unopened within 5 days of receipt for a full refund (less shipping and handling charges).

Adorama Camera makes no warranty, either expressed or implied, of merchantability or fitness for any particular purpose, and none shall be implied by law.

Final determination of suitability of any item sold for the use contemplated by purchaser is the sole responsibility of the purchaser, and Seller shall have no responsibility in connection with such determination.

Adorama Camera will not be responsible for any consequential or incidental damages resulting from the sale, non-delivery, use or improper function of any equipment purchased from us. The responsibility, if any is imposed, of Adorama in regard to any item purchased shall be limited to the monetary value of the merchandise purchased.

Adorama.com is intended to be a guide only. Some item illustrations are for display purposes only, may not be exact, and are not necessarily included in the purchase price. Adorama is not responsible for typographical or pictorial errors, and specifications may change without notice.

All items offered for sale are subject to availability. Many items on our Web site or catalog site come from various sources. Adorama is, therefore, bound to fluctuating currency exchange rates, making it necessary to occasionally increase prices. In addition, some domestic and overseas products may be discontinued without our prior knowledge. Should this apply to your order, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.

We make every effort to provide you with an error-free Web site. However, in the event there is a misprint, we reserve the right to correct copy or pricing to reflect the actual current status.


At any other time of the year I hope that the CS Department would have responded more quickly to the OP's email. However, this IS the crazy time for retailers. Taking on additional staff isn't an easy option, either, because our callers often slam us if the poor 'seasonal' girl on the end of the 'phone isn't completely familiar with any particular product or its function!

45
....... advertised on the page were the attached images.  ........ I got the 50mm f/1.8. 

So I sent them Adorama an email on on December 4 and then again on the December 5 which read:

Ya'll sent me a different lens than was pictured.  Mind providing me an explanation?

I didn't get a response... and I think that's what I'm annoyed about.  They could at least do me the courtesy of saying they screwed up and it wouldn't be practical for them to give me a 50mm L, but hey... maybe they try and make it up to me by not ignoring me. 

So... is it my own stupid fault or did Adorama maybe defraud their customers... just a little bit and I do have the right to be annoyed?

Please accept my apologies - if you email me directly: Helen@adorama.com, with your order number, then I will be delighted to check the situation for you.

Regarding the failure of the main Cs Team to respond to your enquiry, please understand that you sent your email  during the 5 busiest days of the retail year (and the week ahead is the 2nd busiest). If last year is anything to go by, then email responses will easily be 4 days  late.

I am on top of my emails only because I work from home and last week, was working up to 14 hours every day......

I look forward to hearing from you, and to resolving this as quickly as possible.

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