Buy locally instead of online? Rant inside...

[jfrancho]

Originally Posted by d2creative

Ok, so let me get this straight...
If I called them on the phone and physically read them all the items I needed off my list, making them write it all down on their end, that would have made all the difference?
Or... if I drove all the way across town, taking up MY company time, then finding someone to talk to, either giving him the list or making them write it all down, that would have made the difference? Sounds like the harder I make this on all parties involved, the better the outcome? Is that correct?

I guess I just don't understand it. I didn't know there was some secret handshake sort of way of doing business with a local photography store or some taboo about emailing a big list in order to get a commercial purchase quote. Ha! Whatever. Too much high school drama if you ask me.

Yes, yes, and I guess not. Though it doesn't matter, you've got to find a place that supports you. This isn't the one. Better to find out now, than when you really need them.

[brian.austin]

Originally Posted by d2creative

Ok, so let me get this straight...
If I called them on the phone and physically read them all the items I needed off my list, making them write it all down on their end, that would have made all the difference?
Or... if I drove all the way across town, taking up MY company time, then finding someone to talk to, either giving him the list or making them write it all down, that would have made the difference? Sounds like the harder I make this on all parties involved, the better the outcome? Is that correct?

Most small, local stores don't do online communications very well. You made the assumption that they do and would respond in a manner consistent to what B&H or any other online vendor can offer. They won't have the same communication paths, similar up-to-date inventory counts, or even the same stock levels. If they don't have an item in their inventory, they have to call up their suppliers, find the best price, add it to their inventory, mark it up, and then give you a price. This takes time (although not as much as you experienced).

Calling identifies you and sets up a communication path that they're used to. It begins a relationship on a level that they are experienced at. There is no need to go in until it's pick up time. If they need a parts list and offer e-mail, THEN follow up with the e-mails. You've established the relationship and simply changed communication paths. If both parties are okay with it, it will continue. If not, someone will be calling the other.

Basic communications. Nothing more.

The fact that they dropped the ball is obvious. The fact that you assumed they would operate in a manner similar to B&H (or other online vendors) was your mistake, though. I'll bet if you had picked up the phone, called the manager, explained what your issues were and your complaints, the whole thing would have been expedited. Obviously, not knowing the exact circumstances, I can't confirm that but any store manager interested in customer service would have done just that.

[james23p]

I have to say both my local stores are priced higher than B&H and the taxes in Memphis are a killer as they are 9.5%. But to their credit if I want an item they will always come close to B&H. recently I went to Memphis Photo Supply I wanted the Tokina 12-24 f4 and they were $100 more than B&H I asked the owner if he would split the difference he said no problem so I paid a 50$ more but got the item right now and about an hour of talking shop and a place to take it back if it was a lemon(it is one sweet lens).

They have also negotiated lower prices on other things I get great customer service I also got my D80 there and they matched B&H dollar for dollar on my D80 which was a good thing as my first D80 had a problem so I took it back and they replaced it without a question.

Sometimes you have to buy from places like B&H but I try to give my local store first crack.

As far as the Huston store if a company sent me an email for gear I would have bent over backwards as he was not only dealing with an individual but a company that was a very bad move by them and as far as the emails in today's business world that is how many companies do business if you exclude the email inquiries you are losing business.

Jim