Should I be annoyed with Adorama... or is it my own dumb fault?

[Helen Oster]

... 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: [email protected]

 

[Marsu42]

PLEASE don't call me PR!!!

Well, that's what you get for writing something nice ... 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.

 

[Helen Oster]

Well, that's what you get for writing something nice ... 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.

 

[BoneDoc]

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.

I personally have very little sympathy for OP since it's quite obvious that this was an honest mistake anyway, and I wouldn't have expected anything more than a free return of merchandise. It's great to be looking at deals, but never at the expense of "screwing" someone else over .

Merry Christmas everyone .

Josh

 

[Valvebounce]

Hi folks.
I don't know how it works throughout the world, but in the UK the seller can decline a sale. For instance I was looking for an angle grinder (for my other hobby!). I found one at a large national DIY retail chain.
It was listed on one shelf for about half what it was on another. I took one to the check out fully aware that they might not honour the price, but I wanted one anyway. The till showed the higher price, but I queried it and manager was called. They honoured the price but while I was being served the product was removed from sale, shelf labels changed and then the product returned to sale.
I had no qualms about taking advantage of this large chain as I was spending plenty of money with them over preceding and following weeks.
I would however decline to take the same advantage of a single branch or even multi branch local retailer.
I hope that the OP manages to find new homes for his "not so great purchase" made on a whim.

Cheers Graham.

 

[chauncey]

I am not going to apologize for seeing an opportunity which would by to my benefit

No, I don't suppose that you would...just as you wouldn't try to return a lost wallet. I would hope, however, that you are in the minority, in regard to your ethical value system. Profiting from someone's mistakes indicates a very low self worth.
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.

 

[Marsu42]

I am not going to apologize for seeing an opportunity which would by to my benefit

No, I don't suppose that you would...just as you wouldn't try to return a lost wallet.

I admit I fail to see this connection, there is a difference between criminal gain in damage to another individual and exploiting opportunities on a free market in accordance with the law - though I admit I often am not delighted by both.

I am not going to apologize for seeing an opportunity which would by to my benefit and making a purchase with the understanding that it may or may not come to fruition.

Maybe a look over the big pond helps ... in Germany after many trials (it's not the anglo-saxon law system) it is generally ruled that an offer is invalid if it was *obviously* a mistake on the seller's side like buying a new Ferrari for €1 instead of €1000000. In your case, the offer was too god to be true, so it wasn't.

 

[jdramirez]

I am not going to apologize for seeing an opportunity which would by to my benefit

No, I don't suppose that you would...just as you wouldn't try to return a lost wallet. I would hope, however, that you are in the minority, in regard to your ethical value system. Profiting from someone's mistakes indicates a very low self worth.
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.

Am I pushing over baby carriages while I'm rushing to pick up the wallet?

Good Lord. I worked in retail... sometimes you eat the bear, sometimes the bear eats you.

 

[jdramirez]

Hi folks.
I don't know how it works throughout the world, but in the UK the seller can decline a sale. For instance I was looking for an angle grinder (for my other hobby!). I found one at a large national DIY retail chain.
It was listed on one shelf for about half what it was on another. I took one to the check out fully aware that they might not honour the price, but I wanted one anyway. The till showed the higher price, but I queried it and manager was called. They honoured the price but while I was being served the product was removed from sale, shelf labels changed and then the product returned to sale.
I had no qualms about taking advantage of this large chain as I was spending plenty of money with them over preceding and following weeks.
I would however decline to take the same advantage of a single branch or even multi branch local retailer.
I hope that the OP manages to find new homes for his "not so great purchase" made on a whim.

Cheers Graham.

That's about what we do in the states. There would be a mistake listed in an advertisement and we would put up signs to indicate that it was a mistake and we apologize for the inconvenience.

But if we didn't catch the mistake we did honor the error... and then printed up a sign.

 

[Helen Oster]

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

 

[Hillsilly]

You picked up all that gear for only $723? Happy Days! I would have asked the question, too. But maybe with a smiley face at the end to make them aware that you've picked them up on an obvious mistake and that I wasn't too serious.

 

[jdramirez]

You picked up all that gear for only $723? Happy Days! I would have asked the question, too. But maybe with a smiley face at the end to make them aware that you've picked them up on an obvious mistake and that I wasn't too serious.

I don't like emoticons. I know it is a necessary evil, but if a 13 year old girl uses it...

But here we go.
;D 8) :-[ :-X :-* :'(

 

[emag]

PLEASE don't call me PR!!!

Well, that's what you get for writing something nice ... 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.

Helen is to PR what Magic Lantern developers are to hackers. No snark intended or implied, I raise a virtual toast to both of you in sincere appreciation of your efforts.

 

[DaveMiko]

So November 28th Adorama had a deal where you get the following:
Canon T3i and 18-55mm, a 75-300mm a 50mm f/1.8 II, a Slinger Photo Video Bag, a SanDisk 16GB Class 10, a USB 2.0 Secure Digital (SD / SDHC) Reader and a Digital Card Case and a Manfrotto Monopod all for the bargain basement price of $659.

It is a meh deal... not awful... not great. BUT... advertised on the page were the attached images. Notice that the 50mm would be a CRAZY good deal if they sent the 50mm f/1.2L? I thought... hey... maybe if they make one screw up, then they might make two. No... 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?

Don't buy electronic equipment online.

 

[danski0224]

It seems that lots of posters here have never worked in retail, and therefore do not know how some "customers" act.

"Morals" never even enters the thought process, it is always about getting something for nothing... or pitching a fit at the cash register until they get what they want.

Not directed at the OP, just a thought after going through this discussion.

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

 

[sdsr]

PLEASE don't call me PR!!!

Well, that's what you get for writing something nice ... 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.

Nevertheless, Helen does end up indirectly providing the best imaginable PR. Adorama, and its customers, are lucky to have her. (And she's every bit as helpful to those who don't complain in public beforehand.)

 

[Don Haines]

"Some items may not be as pictured"

"Picture may show optional accessories"

"Not as illustrated"

"Anorexic supermodel not included"

When I see an an add, it is the picture which captures my eye, but it is the text that I read to find out exactly what is offered. You NEVER believe the images in an add.

 

[jdramirez]

So November 28th Adorama had a deal where you get the following:
Canon T3i and 18-55mm, a 75-300mm a 50mm f/1.8 II, a Slinger Photo Video Bag, a SanDisk 16GB Class 10, a USB 2.0 Secure Digital (SD / SDHC) Reader and a Digital Card Case and a Manfrotto Monopod all for the bargain basement price of $659.

It is a meh deal... not awful... not great. BUT... advertised on the page were the attached images. Notice that the 50mm would be a CRAZY good deal if they sent the 50mm f/1.2L? I thought... hey... maybe if they make one screw up, then they might make two. No... 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?

Don't buy electronic equipment online.

It is a mix bag. At my local camera store they sell generic accessories for ten times what you would pay on eBay or Amazon.

But returns are easier I have bought used gear online and I think that is a much bigger risk than buying new stuff...

 

[jdramirez]

It seems that lots of posters here have never worked in retail, and therefore do not know how some "customers" act.

"Morals" never even enters the thought process, it is always about getting something for nothing... or pitching a fit at the cash register until they get what they want.

Not directed at the OP, just a thought after going through this discussion.

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

When I worked retail... I didn't have any bad customers... there were people who wasted your time, but no one who threw a fit.

 

[Helen Oster]

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