Terence said:
... Out of 2 dozen purchases I've returned exactly one item (a Hasselblad back) with an issue and they replaced it immediately when I described the problem. They didn't even wait for me to mail back the original.
Well, something has changed!
I've also bought from them before and a month ago, would have echoed all the positive comments posted so far. But let me tell you my little story:
On June 30, I ordered an RB67 kit and a prism. Even with the July 4 holiday, the order was rec'd and processed on the 5th (credit card charged on the 5th) and I rec'd the camera on the 7th!
However, they sent a 220 back rather than the 120 back ordered. So, I called. "No problem". "We'll set aside one for you" I returned the 220 back and got the 120 back on the 14th. (Note: I paid the few bucks to send it back, but didn't worry about it.)
I assemble the camera, and now the shutter won't fire! I call, and we go through all the possibilities and they agree that I'm doing everything right, so send it back and they'll replace the whole thing. OK, can I get some help on all this return shipping. Sure, just tell them how much and they'll re-imburse.
OK, it gets packed up and shipped back UPS ground (the way it was shipped to me) on the 17th. I called today, and they acknowledged having rec'd it on the 19th. OK, so has the replacement been shipped? NO. Apparently they have been "too busy" and may get to me in a few days.
I am @#$% furious! I tried to explain to the guy on the phone that we were approaching 4 weeks here since I ordered the thing, and that I had already been out the money, and he said something to the effect that well, everyone wants their's first and they'll get to it.
Should I send the prism back, too, and cancel the order? Should I call back? Unfortunately, I am in my office and can't YELL into the phone.
Sorry, I'm just venting; but I feel like I'm being treated as a problem customer, and all I want is what I've paid for! And this is obviously atypical for KEH, based on history.
Geez ...