Bad pre-sales experience with B&H Photo Video

[tgrt]

This is my first post here and I hate to start on a negative note, but I feel compelled to share the bad experience I had with B&H Photo Video. I never placed an order with them (Adorama and Amazon got the couple thousand dollars that they would likely have received.)

I started out looking at B&H Photo Video based on numerous recommendations including one from a book which I will not mention here. I have no doubt these guys know their industry. They're also highly rated here.

As I shopped for a Canon T1i, lenses, and accessories there were a few items where I found better prices. I could not find a price match policy on their website so I called them. The first guy I spoke to was professional; however, after he checked with someone I was told they would not price match with that company. After I asked I was told that they wouldn't price with a non-authorized reseller for Canon and really only would with their competition.

I kept on researching and soon found an authorized reseller that had a better price. I called them back. This time I spoke to a guy that should not talk to customers in any way. He was condescending from the get go, but when I inquired of the company to see if they'd price match he laughed and said something I didn't quite understand (he had a heavy accent).

I asked what the problem was with that company, which is an authorized Canon reseller. To which he stated, "No problem with the company, the problem is with the people that shop there." To which I responded, "Wow! What are you an elitist?" And he said, "Yes, and frankly we don't have any competition."

The call was pretty much over at that point. As was any start of a relationship with B&H Photo Video.

[Steve R Jones]

Why didn't you just buy from the company with the lower prices? Why bother another comany and waste their time etc?

Maybe B&H got to where they are by not giving away the farm....aka they can afford to treat their paying customers well

[tgrt]

Good morning Mr. B&H Photo Video shill,

Many companies price match for a good reason. Most want the sale, because it's a sale. That's why they're in business. And if you know anything about retail there is often times plenty of wiggle room.

Many consumers attempt to get companies that they know or that have been recommended to them to price match, because the sale is safe. Any time you deal with a new merchant you're taking a chance.

But, by all means, feel free to continue paying more for the same product and same service. Despite what they may believe there are others that know just as much as they do.

And for the record, Adorama does not price match either (except in some cases with certain competitors). However, the difference is that they were upfront and professional about it. The lack of price matching is not my complaint. The utter lack of professionalism from B&H Photo Video is. I will not spend my money with a company like that.

[frostbitetwice]

Originally Posted by tgrt

Good morning Mr. B&H Photo Video shill,

Second post and you are already starting with the name calling...

BTW, FYI, Dr Jones is an esteem member of this website and always helful....

[tgrt]

Originally Posted by frostbitetwice

Second post and you are already starting with the name calling...

BTW, FYI, Dr Jones is an esteem member of this website and always helful....

Really? The last few I've seen him do have been nothing but trolling. He's been a member here for going on nine years and hasn't even done a review.

[MegalosSkylaki]

Originally Posted by tgrt

Really? The last few I've seen him do have been nothing but trolling. He's been a member here for going on nine years and hasn't even done a review.

Maybe you just got one guy at B&H who gave you a hard time. Is this a company policy, though?

You seem to be jumping to conclusions with another member as well.

My suggestion: Just call B&H and ask to speak to someone in authority and politely discuss the issue with them.

MegalosSkylaki

[tgrt]

Originally Posted by MegalosSkylaki

Maybe you just got one guy at B&H who gave you a hard time. Is this a company policy, though?
...
My suggestion: Just call B&H and ask to speak to someone in authority and politely discuss the issue with them.

You bring up a good point about speaking to someone else; however, after being talked to the way I was I had no intention of going any further with them. I got the impression from the first person I spoke to that it was decided on a case by case basis.

The purpose of my post was to share a negative experience I had with B&H Photo Video. I didn't make any broad decisions or proclamations about B&H Photo Video; and I didn't tell anyone not to shop there.

My opinion is that if they treat you like they treated me before the sale than what are they going to treat you like after they have your money? Maybe it's just the one person, maybe it's just that one person willing to say what they all thought, or maybe that's the way most of them are. I'll leave it for the reader to decide.

For me it all worked out in the end. I've had a great experience with Adorama. I just got my first order today. And my second that I placed yesterday shipped yesterday.

[tgrt]

Originally Posted by MegalosSkylaki

...You seem to be jumping to conclusions with another member as well...

I'll concede that there is a possibility of that, because you lose tone and other factors of communication on an Internet posting. However, I'll stand by what I said based on the content of his post until I hear information to the contrary.

It's popular to jump out and call someone on "calling a name". However, the word I used although pejorative wasn't a character attack. I don't know the first responder enough to know his rationale, but his response definitely fits the bill of self-interested on face value. Maybe he's a big fan of B&H Photo Video (I'm sure they have many loyal customers), maybe he's a friend or family, or maybe he just hates any negative posting about companies.

[henryp]

Originally Posted by tgrt

I got the impression from the first person I spoke to that it was decided on a case by case basis.

B&H gets price-match inquiries every day and say, "Yes," as often as we're able to do so. We regret when we cannot. We consider each inquiry individually and take into account a host of factors including our price, the other retailer's price, availability, the other retailer's rating here and elsewhere and several other factors.

We regret tgrt's dissatisfaction and any discourtesy on the part of our sales associate. This is uncharacteristic behavior but regrettable nonetheless.

[tgrt]

Thanks Henry. I appreciate the courtesy and the measured response.
For the record the call occurred on February 5, at 12:12pm.