Customer service rant - McBain Camera
While we in California in December, our digital camera suffered a four-foot fall to concrete and did not fare well. The lens would no longer retract all the way, and although it still took pictures, they were often blurry due to the lens not being able to adjust the focus properly. So when we were in Edmonton over Christmas break, we brought it to McBain Camera to be repaired. I don't know much about the camera stores up here, so I thought taking it to such an established and as far as I know, reputable, company would be the best bet to get it fixed.
Things started off well - we were called within a couple of weeks of dropping it off with an estimate, and we gave the go-ahead to proceed with the (rather expensive) repair. Weeks passed and we didn't hear any more from them. Suddenly it was March already, and as it had already been significantly longer than the 4-8 weeks we were quoted, Greg called McBain just to ask how things were going. Their response? "Oh, yeah, it's been ready since January 17." Wow, really? We never received a call. "Well, it says here that someone called on January 18 but there was no answer."
Right - clearly nothing further can be done if a customer is not home the first time you attempt to call. Relax, your customer service obligation has undoubtedly been fulfilled if you made one brave attempt at contact (and obviously only let it ring three times, since we have voicemail on both the numbers we gave them).
I had to ask my parents to pick up the camera and send it to us, since we're not planning to be down there any time soon (although we've been there twice since January 17...). We received it today and yes, the lens is working, but the three little screws on the bottom that hold the camera body together are missing, as if they forgot to finish putting it back together after it was repaired.
Needless to say we have not been very pleased with the whole transaction. I've emailed the general manager and have already received a response that he will look into it immediately, so I am hoping I will be able to post back soon and let you all know how wonderfully this was resolved and that I can whole-heartedly recommend McBain Camera again. Stay tuned...
Things started off well - we were called within a couple of weeks of dropping it off with an estimate, and we gave the go-ahead to proceed with the (rather expensive) repair. Weeks passed and we didn't hear any more from them. Suddenly it was March already, and as it had already been significantly longer than the 4-8 weeks we were quoted, Greg called McBain just to ask how things were going. Their response? "Oh, yeah, it's been ready since January 17." Wow, really? We never received a call. "Well, it says here that someone called on January 18 but there was no answer."
Right - clearly nothing further can be done if a customer is not home the first time you attempt to call. Relax, your customer service obligation has undoubtedly been fulfilled if you made one brave attempt at contact (and obviously only let it ring three times, since we have voicemail on both the numbers we gave them).
I had to ask my parents to pick up the camera and send it to us, since we're not planning to be down there any time soon (although we've been there twice since January 17...). We received it today and yes, the lens is working, but the three little screws on the bottom that hold the camera body together are missing, as if they forgot to finish putting it back together after it was repaired.
Needless to say we have not been very pleased with the whole transaction. I've emailed the general manager and have already received a response that he will look into it immediately, so I am hoping I will be able to post back soon and let you all know how wonderfully this was resolved and that I can whole-heartedly recommend McBain Camera again. Stay tuned...
brought to you by Greg and Farrell Clark at 1:25 PM
1 Comments:
If the business has any savy, they will take care of you in a "flash". I have seen customer service make or break a company and that is the first thing that i look for in the newspaper business as a gauge to their success of lack of...
I hope you get everything taken care of soon.
Love those pictures.
Post a Comment
<< Home