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.

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.

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.

Hi,
No tracking number? Who was your sales rep? Got the name? I am in Canada
and B&H was always good on service. Never had any trouble. Mayve it got
stuck some where at your end(customs, courier outfit or post office)
Hope you get it soon.
Tony
Tony

" 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.

"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?

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

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"

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

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.

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!

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.