brillb

For all of the credit Henry Posner from B&H Video is trying to take in getting this matter resolved, it is just not so. John

Schoeder, another camera retailer is the one that has gone to bat for me in this situation. I applaud him and his attempt to

help out. Now, Henry come lately, wants to take credit for helping me, the consumer. This is not so. John Schroeder has

been very helpful in resolving this matter and a person I would consider a "respectable" retailer. He is the one that offered

ideas about possible problems with the camera and ideas of what to have the Mack people look for. This is evidenced

earlier in this thread.

 

Henry Posner, and B&H Video have not contacted me once since this matter started. The contact made with B&H was from

me to them. They have only posted to this thread. They have done nothing to maintain "good" customer service. Posner

has NEVER called or emailed me. This is just lip service and an attempt for Henry to act like B&H has been supportive

throughout this process and will provide customer service. They told me "upfront" that they no longer had an association

with Mackcam.com and that I was on my own.

Scott....

If there are any special requirements for delivery of the camera tomorrow, let me know ASAP. UPS needs to call me if this package requires a signature, so that it can be redirected to my office. I do not want anymore problems with this delivery. UPS obviously did not take care of the delivery for Saturday and I am tired of all of the delays and mistakes.

Scott.....

 

I just reviewed the UPS/Big Brown tracking. It has been updated to deliver on the 17th. Tell Michelle that she has not been

effective so far. That is a far cry from Overnight Delivery. You might want to consider a different carrier.

Scott...

 

Have Michelle call me about delivery instructions. Mackcam has my number. I tried to call the store and although it is open, there was no operator to put me through to you and I don't have your extension.

 

The call center at UPS says that MACKCAM should get a refund. They don't do anything for the receiver who has been inconvenienced.

Scott...

 

I appreciate your position on this matter with United Parcel Service and accept your apology. However, I have been told by UPS that this package will not be delivered until Monday. It arrived in Indiananpolis at 6:52 AM. I hope your rep, Michelle has some clout with them and can get the camera delivered today.

Thanks Mary for weighing in. Stores like B&H and their management team don't seem to realize that customer service

doesn't stop when the money changes hands, especially when they have sold you a warranty.

Scott, Eric, and Rich...

 

What is another weekend without a camera after 3 months? I just found out that the camera (Canon 40D) was still in New

Jersey at 9:18 PM this evening. I have been told that it will be at least Monday before I will have access to a working

camera. Scott, you jumped the gun on this. Still no camera! If this is a UPS- United Parcel Service issue, I suggest you

get with your folks up there. I have spoken with their call center and they don't seem too concerned about it.

Scott...The camera is not in my hands today. It is somewhere in UPS limbo; and hopefully not forever. You all need to get

with UPS and figure out why an overnight shipment is still in some warehouse.

 

 

As for you Posner, don't pat yourself on the back. You and your store have been the cause, and not part of the solution.

Remember, you all (B&H) don't deal with Mackcam anymore.

Mr. Posner...Your thread isn't worth answering at this time. I wouldn't pat myself on the back so quick. I will however follow

up. Becky

Gee Mr. Posner ....Your last post was on September 17th, over 6 weeks ago. What HAVE you done to remedy this

situation. My Canon 30D has been in repair for over 2 months without being repaired or replaced. You have not called me

or emailed me since the 17th of September, the day of your last post. Oh, you never did call me back after I spoke with

you in September. Remember, you did not have time to talk with me that day either. Hmmmmm. How have you and B&H

helped me?

 

Becky Brill

My Canon 30d Camera has been back and forth from MackCam.com since the end of August. It still has not been fixed after 2 + months. The camera has come back from the MackCam numerous times and still is not repaired. Per Mackcam.com It has been to Canon repair twice, but MackCam said that they (Canon) didn't do anything to it the first time. After Mackcam sent it back to Canon a 2nd time, Canon replaced two boards and tested it and it was working just fine; according to Canon and MackCam.com It was sent back to me and I immediately realized that even though the card reader had been repaired, the top LCD panel did not show my settings. Nor did the inside of the camera show the settings. MackCam did finally send me a loaner (twice now)....a point and shoot Nikon without a manual and a battery charger that is in pieces. B&H, who sold me an extended warranty for my Canon camera has totally washed their hands of this matter and the Mackcam representative said that he would call me today after he spoke with his representative from Canon about replacing the camera. After over 2 months, I want a camera (Canon 30D) that works. It is high time that Mack Cam either get my camera fixed or replace it. That is the sole purpose of purchasing an extended warranty. Yet another day and another day of no camera and no resolution in site.

 

Becky

Lex...I appreciate your comments about the sabbath, however I spent between 5-6 hours on the phone from Thursday through Saturday with not only Mackcam but B&H. The good folks at B&H would not transfer me to the executive offices until 1:55 on Saturday, at which time Mr. Posner made it very clear that he did not have time to talk.

 

A member of the B&H staff told me that I should contact an attorney ( of course at my expense) to handle this problem. I think that most consumers would like to know how the stores that they deal with are going to back their customers.

 

And to John....there are other stores that sell photo equipment. You should go back and read the whole thread, and you will find that Mr. Posner was a late comer to the party. You notice that he has not responded today with regard to Mackcam or B&H providing me with a loaner camera. Speaks for itself and I hope that the consumers are getting the picture.

 

I do however appreciate you working with Mackcam. Since you sell their product, I think it is nice for you to help mediate the situation. My complaint is not with you.

"And yet we've been on the phone repeatedly with them since this was first brought to our attention and they advised us

they're prepared to recheck Becky's camera and to provide a loaner in the interim." Henry Posner from B&H today.

 

I have received no emails or phone calls from Mackcam today saying that they are sending me a loaner. As a matter of

fact, Laura and Jennifer from Mackcam told me that B&H was. Becky

 

"You wanted me to send you an email, so here is the first one.

This isn't an e-mail; it's a reply to a thread in a public forum." Posner today

 

I also sent you an email notifying you that the information was posted on this thread. It was sent to your work email

address that you gave to me on Friday. Becky

 

You can stand on principal if you wish, but their are many consumers waiting to see the outcome of this situation. This

could be the determining factor in where they shop in the future. I hope that I am not being too blunt. The quicker this

matter is resolved, the better. Becky

 

Also, John has been kind to assist in this matter, however, he is also a retailer such as yourself, Mr. Posner.

John...Yes I have checked my cards. The camera has been sent back to the Mackcam people. Still on the side of the retailer I see. Customer service is where I am.

John and Kelly. The problem with the camera is that it will not read the image to the cf card. Once the shutter is clicked the read light will not go off. It will not go off even when the camera is turned off. The only way to get it off is to open the battery chamber, at which time all or most other images are stripped from the cf card.

 

Before sending the camera to Mackcam, I tried all of my lenses, different batteries, and different cf cards to see if one of those items posed the problem. I checked the camera for bent pins etc. as well. I also called Canon USA tech support. They had me hard reset the date and time battery along with some other diagnostic measures. This did not help. There is no error code.

 

I have spoken with reps from Mackcam, including the president and partner or the company. First of all, when they shipped the camera back to me they did not send with signature required, so the camera was left on my front porch in full view of anyone passing my house. They indicated that they had serviced the camera, and that it worked according to Canon specifications. I have that in writing. I did call Mackcam to speak with them about the camera and they assured me that it was repaired and that due to the fact that I was using a large format raw file the light would stay on for awhile. I explained that it did not. All symptons were conveyed to Mackcam before sending the camera to them by phone as well as in an email report and also the same description was put in the box with the camera when I sent it to them. After the camera did not work I did phone Mackcam. They told me to pack it up and send it back for a 2nd time. Since they failed to repair the camera I told them that they would need to send a pick up a call for the package at "their" expense. I also asked that they provide me with a loaner camera so that I could complete my commissioned appointments. This could have been the "end of the story" had they done that, however they did not go with that approach. That is when I looked back to B&H to back the product that they sold me. The salesman never told me anything about Mackcam when selling me the extended warranty. He merely indicated that I was purchasing an extended warranty for the Canon 30D camera for repairs or replacement; a 3 year extended warranty.

 

That should fill in most of the "missing pieces". John, I appreciate your thoughts. Kelly, I also appreciate your input.

John, I appreciate your candor. But your statement "My company sells Mack" is very telling. I come from a consumer's point of view and you come from a retailer's point of view. I will leave it at that for now. I truly hope that the matter is resolved quickly and the parties involved will step to the plate.

Thanks for your responses, however I disagree. The salesman sold me an extended warranty on a Canon 30D camera. B&H Photo and Video collected the money, and therefore have responsibility in the purchase and follow through of their designated service provider unless otherwise disclosed to the consumer. I have already had people indicate their unhappiness in B&H Photo's unwillingness to be responsible for their vendor and are happy to see how they might be treated if they were buying a camera or related equipment. At this point, they are waiting to see how B&H handles this situation to see if they will purchase from them in the future. I have worked with other electronic stores and have purchased extended warranties in the past and have had immediate service or replacement by the retail store. This is just simple good will. B&H has used Canon 30D cameras in stock that could be sent to me as a loaner while my camera is "REALLY" repaired or replaced. This is indeed very bad business on the part of Mackcam.com, but B&H sold the warranty without offering any other plan. By their own admission they have had similar problems in the past.

 

Becky

Mr. Posner...

Interesting that you should post to this particular thread. I was directed to speak with you today by Hershey at your store. I was put through to "your" office at approximately 1:55 pm. today. You told me that you did not have time to deal with my problem and to email you about it over the weekend because the store was closing. I had already been on the phone for more than 6 hours over the past 2 days trying to get some assistance in this frustrating matter. However, your misconception is that your salesperson sold me an extended warranty for a Canon camera that I purchased from your store. I paid B&H for the warranty, not Mackcam. Your salesman indicated during the sale that I was purchasing an extended warranty for my "CANON" camera. I fully expected them to be authorized to fix my product. Your store never even sent me the paperwork when they shipped my camera. I have also been told in the many conversations with "managers" or supervisors in your store over the past 2 days that B & H no longer sells the Mackcam warranties due to problems such as the one that I am having. I was told that you are the director of corporate communications of B&H store. I hope you do something to remedy this problem. I was at a camera club meeting last night in Indianapolis and another member has had the same problem. They purchased the product as well as the extended warranty from B&H and the extended warranty was with Mackcam as well. They sent their product in for repair and it took them 3 months to get resolution to the problem. You wanted me to send you an email, so here is the first one. I look forward to having a Canon 30D camera that works in very short order.

 

Becky

Thanks for your comments. I have spoken with B&H and have found out that they no longer sell the Mack Extended Service Plan due to similar problems with other customers. When I went to my camera club this evening, another photographer had had the same problem, same scenario several months ago. It took them over 3 months to get a their camera back in working condition from Mackcam.com. Since B&H store out of NYC sells the product they should be approved for Canon repairs. I had spoken with Canon about this camera before sending it off and they had absolutely know idea what was wrong with it. It produces no error codes. B&H is attempting to take care of the situation and I hope that they stand behind the product and the service. I have always known them to be reputable in the past. I cannot say the same for Mackcam.com. Becky

I just got my Canon 30D back from Mack Camera & Video. I purchased an extended warranty for the camera when I

purchased the camera from B&H Photo. I paid $25 for postage and sent the camera off 2 weeks ago. I got it back today

and found that they had not fixed it. Not even 1 click. When I called them they passed me around to different people

claiming to managers, when 1 finally said that the manager had already left for the day. I told them that I wanted them to

overnight a loaner camera and send a pick up for this one until they got the repair right....or to replace the camera. No

satisfaction from them at all. I have a shoot tonight...and cannot complete it. Anyone have thoughts, other complaints or

ideas? Becky

Creative Images A Fine Art Photography Competition

Becky Brill, May 06, 2007; 11:42 p.m.

 

Greetings Photographers!!!! The Photo Venture Camera Club of Indianapolis,

Indiana is pleased to announce a call for artists for Creative Images-Fine Art

Photography Competition. Submissions will be taken electronically through

http://www.callforentry.org or you can link through the

http://www.photoventure.org website. This is an international photo

competition with great prize money and other prizes. Finalists and winners

will be exhibited at the ARTS GARDEN in downtown Indianapolis, Indiana for the

full month of November. First round juror is Cindy O'Dell, professor of

photography at Depauw University and final round juror is veteran

photographer, Joyce Wilson, of Santa Barbara California. Joyce has been on

staff at Brooks Institute in California and has an illustrious photographic

career. The call for entries begins today, May 4, 2007 and will remain open

until August 15, 2007 or when the first 500 artists submit. Categories are

color and monochrome and is open to anyone 18 years of age or older. We

welcome amateurs and professionals. Corporate sponsors are Robert's

Distributors in Indianapolis, Kevin Raber of Phase One, and Image and Verse

LLC of Indianapolis, Indiana. Winning and exhibited images can be sold without

commission. See http://.www.callforentry.org for further details. Questions,

please email brillb@comcast.net.

 

 

Photo Venture Camera Club