This is my second attempt to write this blog post. So inspired by Duane's post tonight I'm prepared to try again!
Back in September last year I went to Kerrisdale Cameras and purchased a new digital camera, the Nikon P5100. I've been fairly happy with the camera, although my recent project to photograph crows every day this year has brought one of it's biggest weaknesses into sharp focus (be it slowly!). But this isn't about the camera.
In the last couple of weeks the zoom button started getting sticky and then locking in position. It got progressively worse and last Friday I took it back to Kerrisdale Cameras. What followed is a classic example of why retail customer service in this town has such a bad name.
Unlike when I purchased the camera (and spent over $800 in the store on the camera, extra battery, case etc - I even got a 'Digital Camera Bonus Pack') the reception I received was decidedly cold.
The camera has to go back to Nikon. It was explained that I had the option of taking it to Nikon myself (no kidding!), or letting them send it. First they told me how close Richmond was, which I found patronising, then they told me they only send to Nikon once a week and that would not be until next Wednesday. Then I was told it would be 'assessed' to see whether the 'damage' was caused by an impact. They did concede there was no sign of an impact, and they understood that I was unhappy that I would be without a camera for six weeks.
What they didn't do - was DO ANYTHING ABOUT IT!!!! I was an unhappy customer, yet I was made to feel a victim. I was damn lucky they'd even let me in the shop and I should be grateful for even being spoken to, let alone anything else!
My problem you see is that my previous camera a Nikon Coolpix 5400 was purchased back in the UK from an establishment called Grays of Westminster. A store where, in a rare case of English boastfulness "The Kind of Service which Legends are Made." This is a store which sells only Nikon, and to some of the most successful and famous photographers in the world (Heather Angel comes to mind). Heather, I am sure spends Thousands of those English Pounds in Grays of Westminster. When I went in I wanted a point and shoot!
As it happened the morning I went in to buy it they had just sold the last one. No problem, said the assistant, he would call the store up the street (a competitor - think Future Shop), and if they had one he would pop down there and get it for me. He recommended a nice local restaurant I could maybe catch some lunch whilst he went down there! I was unfortunately in a rush, so he promised to courier it to my home that afternoon, I'd have it in the morning. And so I did.
I feel Kerrisdale too has the kind of service which legends are made, just not the same kind. This was a $400 Camera, why did they not just replace it (regardless of it being 6 months old)? or give me a store credit which would have enabled me to be up and taking pictures again 6 weeks ahead of the current plan? Maybe offer to lend me a camera? Give me a cheap digital camera to 'keep me going' but show some willingness to relate to ME, their customer.
When I purchased the camera I also purchased a $120 filter for my Leftantler's camera (a Nikon D70s). The D70s is getting a bit old now, maybe I'm looking to replace it (or add to the system), maybe a new D80, D200 or D300. This is partly true, the only thing being timing. Photography is a growing part our lives, I want to build a good relationship with a local supplier. Yet, absolutely nothing about the experience on Friday, encourages me to purchase a single item from their store in the future.
To return to Duane's story, if this were Futureshop I wouldn't have the same expectations (maybe), but this is a specialist store, in business since 1961. I expected more.
Tags: Nikon, P5100, KerrisdaleCameras, GraysofWestminster, HeatherAngel, DuaneStorey, customerservice
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