Anyone else been unhappy with KEH recently?

jmal · Sep 29, 2008

I have had a string of problems with equipment from them in the last few months. Just tonight I received a Pentax screwmount lens in supposedly excellent condition that had threads so badly damaged that it was effectively an excellent paperweight. I used to trust them, but I'm not so sure these days. End of rant.

Vonder · Sep 29, 2008

KEH is ok. They do make mistakes though, and their testing of or knowledge of electronic-intensive 35mm SLRs is extremely poor. They rate ALL items purely on cosmetics. In some cases that works out well, in some cases it doesn't, but they do NOT test any equipment for functionality. That said, the Minolta 807si I purchased from them last month is in both perfect mechanical and cosmetic condition, and was rated EX+. I think the EX+ is a little more tested or examined more closely.

Palantiri7 · Sep 30, 2008

Never had any problems, but haven't bought anything from them in about a year.

Sirius Glass · Sep 30, 2008

No. I have brought lenses and cameras separately in the past. Recently purchased a 2X extender for a Hasselblad. No problems.

Steve

IloveTLRs · Sep 30, 2008

I tried ordering from them over the summer. I don't have an American credit card, so they emailed me saying I had to sent them a copy of both sides of the card, plus a photo ID. Anything else? How about a DNA sample or retinal scan as well? :rolleyes: I'm supposed to just send that off by unsecure fax or email?

When I emailed to cancel they never responded ... not until I emailed them and asked. As of today my order from the beginning of August is still "Pending" - they told me that was normal.

They don't strike me as a company that's playing with a full deck of cards, so I won't be using them. Anyway I had a much smoother transaction with Adorama, so ...

Poohblah · Sep 30, 2008

i haven't had any issues with them (knock on wood) but i'm not surprised at the issue you mentioned for exactly the reason stated above: KEH rates purely on cosmetics.

jmal · Sep 30, 2008

Yeah, I'm aware that the ratings are cosmetic, but if a beautiful woman (or man, whatever your preference) approached you at a bar and revealed a toothless smile, you would not consider her (him) to be in excellent condition. I had a couple of good purchases through them, but after a few real disappointments I'm done. I have no idea why I even posted this. I guess I just needed to vent. It sucks to look forward to something and then have it arrive unusable. The one area where they are still good is customer service (at least for those of us in the US). They'll return my money no questions asked.

Anupam Basu · Sep 30, 2008

Bought a 75mm horseman lens that KEH neglected to mention was welded to a horseman board. OK, I suppose a Horseman camera owner would have known that, but I was really disappointed and had to return it. Might have been helpful if KEH mentioned this bit of trivia while listing them with general purpose LF lenses.

bnstein · Sep 30, 2008

IloveTLRs said:
I tried ordering from them over the summer. I don't have an American credit card, so they emailed me saying I had to sent them a copy of both sides of the card, plus a photo ID.

Yep its a pain, but a lot of other US companies do the same, or demand paypal verified: cant verify paypal outside of US. Having gone through the hassle Ive been happy with the gear and the service.

nsouto · Sep 30, 2008

My first contact with them was about two years ago when I ordered a screen with rangefinder split for my RB67.
Instead I got a standard screen.
After three months of back-and-forth, finally got my screen.

Then a year ago I ordered somethign else from them, can't remember what.
It was sent in record time and I was very happy at the time.

Then a month or so ago ordered a flash from them. Still waiting.
Ordered another one from Henry's in Canada via ebay: it was on my doorstep yesterday, for more or less the same shipping charges.

Go figure?
I think like in anything, you get good days and bad days with them.

B&H and Henry's seem to be more regular, but B&H's overseas shipping charges are absolute murder...

Nigel · Sep 30, 2008

IloveTLRs said:
I tried ordering from them over the summer. I don't have an American credit card, so they emailed me saying I had to sent them a copy of both sides of the card, plus a photo ID. Anything else? How about a DNA sample or retinal scan as well? :rolleyes: I'm supposed to just send that off by unsecure fax or email?

International credit card fraud is a significant problem. Whereas a stolen credit card will show up immediately after being reported on the national authorization network, it could take some time (a couple of days) to filter through to the international authorization network. If they ship goods on a reported stolen card, the transaction will be reversed. They will be out both the goods and the cash. I have found it to be quite common on international transations to prove that I have the credit card and that I am the person named (i.e. a copy of both sides of the card and a picture ID).

As far as transmitting, email is not secure, but there is so much, it is unlikely that it would be intercepted. But if you are worried, then encrypt the email. Better, use fax. Sure, it could be intercepted as well, but it requires ongoing monitoring of the line, and if caught, the perpetrator faces wire fraud charges on top of everything else.

removed account4 · Sep 30, 2008

jmal said:
I have had a string of problems with equipment from them in the last few months. Just tonight I received a Pentax screwmount lens in supposedly excellent condition that had threads so badly damaged that it was effectively an excellent paperweight. I used to trust them, but I'm not so sure these days. End of rant.

i have bought countless things from them over the years,
lenses, point and shoot cameras as well as large format lenses ...

did you contact them regarding your problems,
and speak with someone in customer service?

they do have a return policy ...

jovo · Sep 30, 2008

I've bought a lot from KEH over the years, and been totally satisfied after one transaction, and totally disappointed after the next. My last two purchases were both disappointing and then positive. The first was Nikon 210 LF lens that was listed as Ex, but had a dented filter ring, and no caps (the listing hadn't mentioned the caps one way or the other.). But, I returned it and was sent an identical lens in perfect condition and with caps. The second most recent purchase was a C330 body listed as Ex, but it wasn't even cosmetically close to Ex I thought. That would not have been a big deal except that the film advance was VERY erratic, and my test roll of film showed overlapping frames. I returned it for a refund, but have yet to see it on my credit card bill (which I haven't gotten yet.)

So...a mixed bag. They've also announced that they're either in the process of moving or have already moved to a much larger facility, so that may be causing some problems too. I'll still deal with them, but a bit more warily.

Travis Nunn · Sep 30, 2008

I've had only positive dealings with KEH. Every company will have screw-ups, its how they handle their screw-ups that I look at.

The only issue I've had with KEH was when they shipped a lens to an old address of mine for some unknown reason. I was scheduled to go out of town for a photography trip (the reason I bought the lens) and I needed the lens quickly. I got a replacement lens on my doorstep the next day.

oldlugs · Sep 30, 2008

2 completed transactions with KEH so far, and both were satisfactory. One online order I made turned out to be a dud; they didn't bother to email telling me the item had already been sold... I emailed them asking order status a week later, only to find out I wasn't getting that lens I'd ordered

donner · Sep 30, 2008

I had a bronica back that was bad when it arrived. I sent it back no problem and they shipped me a new one. THe only issue was they shipped the thing to the wrong zip code, which meant the wrong town. I caught the mistake, called KEH but they couldn't have cared less. In fact, the line the sales person (only contact no. i had and had purchased several things through his specific sales person) said was "well, your zip shows up right on our end". No offers to check or help sort it out with UPS. Anyway, i might be dealing with a different sales person next time.

Chris Nielsen · Sep 30, 2008

I had the credit card verification issue when I first dealt with them, but I supplied the info they wanted and off we went. Very pleased with the condition of the lens they sent, and I'm currently a week away from my next order with them turning up. All good so far.

Markok765 · Sep 30, 2008

Bought a BGN Nikon F5 and EX 28mm lens. Lens looks perfect, body has some scratches and wear indicators. I got the package within the week of ordering! I think KEH is great!

mudman · Sep 30, 2008

Everything I've orderd from them has been great, there packing leaves a bit to be desired though. When I got my tripod and head from them, the box showed up with the top ripped off. I'm glad nothing was lost.

HMFriedman · Sep 30, 2008

I just completed my first purchase a month or two ago. A reasonably priced Fujinon 450c rated Ex+. Could have been new, minus the packing materials.

IloveTLRs · Oct 1, 2008

bnstein said:
Yep its a pain, but a lot of other US companies do the same, or demand paypal verified: cant verify paypal outside of US.

I guess Adorama doesn't care if it's verified or not. Mine isn't, and I used it to order from them fine. Got my TVS a few days later.

I'm used to dealing with Japanese companies. If it's listed as excellent, it's excellent, otherwise there's a lot of footwork on their end to fix things. This whole "oh oops" and then "ah whatever" attitude of merchants (in general) pisses me off to no extent.

International credit card fraud is a significant problem.

Really the thing that bugged me was when I emailed them and they never bothered to respond. Not until I emailed them. Too relaxed and nonchalant for my liking.

Ralph Javins · Oct 1, 2008

Good morning;

K E H, Incorporated. An interesting topic. So far, I have had only two (2) items that had a problem. One was the plastic sliding bearing that was cracked in a bellows; it was not easy to see, but it was there. The other was some real confusion this summer when an accessory for an entirely different model camera was sent to me, as shown on the order form. I do not know where the confusion on the order form came from. This accessory I actually requested was for another model camera by the same manufacturer that I had just purchased from them. The correction did take a little time until the correct accessory came in again into their inventory, but it did happen.

In comparison with my experience with e-Bay, the KEH track record is almost exemplary.

I used the phrase "so far." You might rightfully ask; "How far?" Well, as an indication, last year in December, KEH sent a Christmas card to me. Does that say anything to you about the volume of business I have done with them?

goldenimage · Oct 4, 2008

I have a rant, I had never had any problems until recently, i ordered a 210mm fujinon w lens from the, rated Ex, i got it, looked it over good, looked very nice, mounted it on the lens board put it in the camera, attached the cable release, set the shutter hit the release button, nothing happend, tried it a couple of more times, still nothing, took the lens back off and looked at the shutter release, it was damaged, how they could miss this i had no idea, sent it back, told them i wanted a different l ens, 250 fujinon which was more money, they told me they would contact me when it was time to exchange to get my card number, i said fine. 3 weeks later, i was checking my email and there was something shipped from them, puzzled, i called them, they sent me another 210mm fujinon w, i said why? honest to God the rep said "I dont know" I said, well thats not what i had ordered, he said, "well its what you are getting" i tho ught that was kind of rude, i asked him his name and i called back this morning and spoke to a supervisor and told him how the sales rep had spoken to me, he apologized and said it would be dealt with. every rep there i had ever done business with was exceptional except this one. anyway so i got the new lens today, looked great put it on the board, the damn aperature wouldnt turn. upon closer inspection the flange thing was bent. so monday morning im calling them and telling them the problem, ill send it back and just get my money back, I dont think i want to deal with them anymore.

brian steinberger · Oct 9, 2008

For the most part I have had good experiences with KEH. But today I just received a 120 back for a Bronica ETRSi that still had film in it, at mid-roll. How could you rate a back without looking inside? How would you even know that the insert was in there!? It seems to me that their actual rating system is good, but as others noted they don't necessarily test the equipment for functionality, though I think they do a good job cleaning glass. All the items I've received the glass has been perfect, and let's be honest, that's the most important part, besides general functionality. Their prices are very reasonable though.

jamesdak · Oct 14, 2008

I've bought probably 25 or so items from them. One lens came with a very expensive accessory drop in polarizer but not the needed clear drop in filter. They allowed me to keep the polarizer and split the cost with me on the normal filter. Another shipment was sent to an old address by accident. They stopped and rerouted the shipment and reimbursed the shipping cost. All other purchase have been outstanding with most items arriving in better than rated condition. Oh and I did use their return policy on one lens (a 800/8 mirror lens) that just did not perform well enough for my purposes.

Anyone else been unhappy with KEH recently?

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