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B&H photo: camera paid, but not received
Hi everybody! I am resident in Brasil. I purchased a camera from B&H
recently (order number 1002955482, total purchase ca. 2500 USD), via internet. My account was debited on 1/12/2005. But until today (3/18/2005), I have not received the camera. The promised delivery time (international shipping to Brasil) was 20-30 days. I have been waiting 66 days now. It is VERY difficult to get information from B&H customer service about the shipment (toll free number from Brasil: 0800-8910316 option 1 or 7), it took me several hours on the phone last week before I got some info. Does anybody know other Brasilians with similar problems? Did they ever receive the goods purchased? Or did they get their money back? I asked B&H to give my money back, but they said they need the equipment back first. But obviously, I can't send the equipment back, because I never received it. Is there any organization in the U.S.A. that can help me? Can I sue B&H for damages? I am not a US resident. |
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#3
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" wrote:
Hi everybody! I am resident in Brasil. I purchased a camera from B&H recently (order number 1002955482, total purchase ca. 2500 USD), via internet. My account was debited on 1/12/2005. But until today (3/18/2005), I have not received the camera. The promised delivery time (international shipping to Brasil) was 20-30 days. I have been waiting 66 days now. It is VERY difficult to get information from B&H customer service about the shipment (toll free number from Brasil: 0800-8910316 option 1 or 7), it took me several hours on the phone last week before I got some info. Does anybody know other Brasilians with similar problems? Did they ever receive the goods purchased? Or did they get their money back? I asked B&H to give my money back, but they said they need the equipment back first. But obviously, I can't send the equipment back, because I never received it. They may think you are trying to scam them. It happens. Ask for someone that understands the international shipping process and ask this person to help you unravel the chain of custody. Most shippers will not talk to the reciepient, only the shipper which is their customer. Explain that you need B&H's help. It is 66+ days so something has happened to the shipment. B&H shipped it out via someone who has records since they want to show that they properly handed off to whatever entity that was the next chain in getting it to you. I'd likely stress to B&H that you understand that B&H has a good reputation and this is one of those times where a shipment has gone bad and it in necessary to provide customer support in tracking this down. I sure hope you get your camera. I'd be hearbroken on a 500 dollar one missing if I was on the hook for it. Wes -- Reply to: Whiskey Echo Sierra Sierra AT Gee Tee EYE EYE dot COM Lycos address is a spam trap. |
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"meow" wrote in message ... I'm wondering how it was shipped. I have been shipping and receiving to Germany, Manila, Korea since 1987 at least 2 shipments monthly. I have used UPS, DHL but mostly Fed-X and have NEVER had a lost package. I cant imagine that Brazil is any worse than Manila. If I spent $500 I sure would want Fed-X. Yep...one the other hand we have criminals who prey on this sort of shipment. I wonder about a couple of things. Did the OP think that he was going to hurt B&H's reputation by posting here? Where is Posner to fill us in on what is going on? Why has the shipping information not been released? |
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Hello Joel,
Do you know someone at B&H with whom I can sort this out? The last time I talked to customer service (brasilian dept) I was told that the shipment is late, because of problems with transport to Brasil, and with the brasilian customs (receita federal). I was told that there are many shipments late, some more than mine. If this is true, then the camera is not stolen, but stuck in customs, and my case (66 days) is not an exception. Actually, my case might be typical for a brasilian customer. When I bought the camera, B&H told me that they can deliver in 20-30 days. It now turns out that delivery times are often much longer. I do not know what problems B&H have with the brasilian customs, but I believe that I could be waiting much more than 66 days. It is hard to believe that the B&H vendors do not know about the real delivery times. Had I known about these delays, then I would not have bought from B&H. Well, I guess that is why they did not tell me... So, what must I do now? To whom in B&H can I talk? I would like my money back. If you know someone, could you send me an e-mail ) with a name and phone number? Thanks, Hermann |
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On 19 Mar 2005 09:43:49 -0800, "
wrote: What does OP mean? Original poster. That's you. Glad to see you! You can try the customer service number yourself. From Brasil, it is 0800-891-0315 (option 1 - order enquiries). This is for portuguese speakers. This number probably does not work from inside the U.S., but there, you could try 212-444-6728. The answering tape is the same, so possibly, it is the same department... I have tried this number so many times that I now believe, that during normal office hours, nobody answers this phone (option 1 - order enquiry). I was successful in the evening hours, though. My order number with B&H is 1002955482. Fell free to enquire. I did pay 2.500 US Dollars, and I have not received the goods. If B&H shipped the goods, from there on it's the responsibility of the carrier, not B&H. I can't inquire for you; I seriously doubt B&H would tell me anything about your order. But what's to tell? They shipped it, from there it's not their responsibility. Who did they ship it with? FedEx? Regards Hermann -- Bill Funk Change "g" to "a" |
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On Sat, 19 Mar 2005 15:46:26 -0700, Big Bill wrote:
On 19 Mar 2005 09:43:49 -0800, " wrote: What does OP mean? Original poster. That's you. Glad to see you! You can try the customer service number yourself. From Brasil, it is 0800-891-0315 (option 1 - order enquiries). This is for portuguese speakers. This number probably does not work from inside the U.S., but there, you could try 212-444-6728. The answering tape is the same, so possibly, it is the same department... I have tried this number so many times that I now believe, that during normal office hours, nobody answers this phone (option 1 - order enquiry). I was successful in the evening hours, though. My order number with B&H is 1002955482. Fell free to enquire. I did pay 2.500 US Dollars, and I have not received the goods. If B&H shipped the goods, from there on it's the responsibility of the carrier, not B&H. Not necessarily. If B&H ships to me in the US and UPS loses it, it's B&H's problem, not mine. The terms of sale dictate the point at which the title of goods will transfer from the shipper to the purchaser. For retail sales, unless specified otherwise, it's not mine until I get it. I can't inquire for you; I seriously doubt B&H would tell me anything about your order. But what's to tell? They shipped it, from there it's not their responsibility. Who did they ship it with? FedEx? Regards Hermann |
#8
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Geez Hermann,
Why are you posting here? Using your B&H order number, I was able to get the info on your shipment. Why haven't you? B&H shipped your Canon using UPS. I can give you the Tracking Number, but you can get it from B&H online in about 30 seconds like I did. UPS shows your parcel as being delivered to Miami, Florida on Feb. 2/2005. That's where the Tracking trail stops. Get your Tracking Number and get on the phone to UPS!! And quit going on about how you are going to lose money. You won't. UPS has to prove delivery. If they can't, your credit card company will reverse the complete cost of your purchase. |
#9
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On 20 Mar 2005 04:30:13 -0800, "
wrote: (3) I am feeling fooled. I seems that I did not only buy a camera, but a lot of risk and delays as well. Stuck in brasilian customs? This might still take weeks, or serveral months, or more. You need to talk to COUTO in Miami. He has your equipment. THat is who the UPS tracking says it was delivered to. I would not have bought from B&H, had I known what "brasil special" means in practice. I feel fooled here, that is why I want the money back. As far as I understand, all shipments go (after customs) to some central B&H facility in Brasil before they are finally distributed. If this is so, then B&H is still in control, they can send the camera back to the U.S. and my money back to my account. Regards Since B&H has only one location in the US, where they do the overwhelming majority of their business, I really doubt they have a secret base in Brazil. Shipping stuff to customs in Brazil, then back to their secret base, then to the customer, would be the worst business model in the history of the world. Talk to COUTO. COUTO knows. - - DL http://www.geocities.com/dicklong14_ca/fanclub.htm "Hopefully with the demon-spawn Whitsitt out of the picture our scouts and coaches will be able to do their jobs." :::::::::::::::: Halter Sucks! |
#10
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On Sat, 19 Mar 2005 19:04:30 -0700, Big Bill wrote:
On Sat, 19 Mar 2005 20:04:23 -0500, Oliver Costich wrote: On Sat, 19 Mar 2005 15:43:33 -0700, Big Bill wrote: On 19 Mar 2005 09:35:59 -0800, " wrote: Hello Joel, Do you know someone at B&H with whom I can sort this out? The last time I talked to customer service (brasilian dept) I was told that the shipment is late, because of problems with transport to Brasil, and with the brasilian customs (receita federal). I was told that there are many shipments late, some more than mine. If this is true, then the camera is not stolen, but stuck in customs, and my case (66 days) is not an exception. Actually, my case might be typical for a brasilian customer. When I bought the camera, B&H told me that they can deliver in 20-30 days. It now turns out that delivery times are often much longer. I do not know what problems B&H have with the brasilian customs, but I believe that I could be waiting much more than 66 days. It is hard to believe that the B&H vendors do not know about the real delivery times. Had I known about these delays, then I would not have bought from B&H. Well, I guess that is why they did not tell me... So, what must I do now? To whom in B&H can I talk? I would like my money back. If you know someone, could you send me an e-mail ) with a name and phone number? Thanks, Hermann Al B&H can do is turn the package over to a shipper, just like any vendor. They do not control the package once it leaves their shop. Yes, but one would presume that they know the range of times it takes to deliver to Brazil, given that they have a toll free number for that country. So? How does thast give B&H any control over what happens after it leaves the warehouse? I buy a lot from B&H, especially since they are the only ones with good prices and "real" photo gear, but you don't always get straight answers from them. And what answers are B&H supposed to give in this case? They have no control over what happens after they hand it to the carrier. B&H would have a hard time justifying a return of your money; it's not their fault if it's delayed in transit. You'd need a report from the shipper saying it's lost, and in that case, the insurance would pay you, not B&H. It's out of their hands but you would hope that they shipped it by some traceable means so they would be able to know where it is. And if the tracing doesn't work? What then? It's then up to the carrier, and insurance. And if B&H did not specify that you own it when it leaves our hands, it's their problem. In most cases B&H charges you shipping and pays the carrier's fee. That makes it their problem with the carrier, not the buyer's. |
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