Denied Barry's book by Panasonic

Ramjet1979 said:
For future reference though, many people, when they ordered their camera (dvx or hvx) called panasonic immediately after they received it to verify that it was a u.s. model. This way you have more leeway in dealing with potential problems such as this.
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Do you know which division of Panasonic would be able to verify u.s. model authenticity by phone?
 
As a manufacturer, I can see both sides of this issue. A manufacturer or importer in this case, has no real control over the actions of a dealer. They are two unique and separate entities.

Remember that the only recourse Panasonic USA has is to withdraw B&H's dealer status. There is no agency relationship between the two, B&H is simply a customer of Panasonic.

Now, if this were one of my products and one of my dealers, I would just offer to treat the customer as if their purchase was made via proper channels. Further, I would very strongly suggest to my dealer that they cease any gray market importation or risk loosing their dealership.
 
alexdias said:
I’ve been a costumer at B&H for over 12 years.
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B&H is one of the BEST placed to buy professional video and audio gear, as long as you don't happen to have any problems.


:grin:
 
i have purchased ALOT of gear from B&H and refered them to all who look for stuff - im not bashing them - I think they made a mistake , they are going to correct it [reluctantly] but you just cant take all large stores as the gospel - u gotta check - they mess up sometimes -
 
I used to buy from B&H all the time. Heck sometimes their shipping was more than the equipment I ordered! :)

I pretty much do all my business with AbelCine and EVS. Great people to work with and nothing like getting a DVXUser discount! :)
 
And I almost never had any. When this was not the case B&H solved my problems promptly and in a satisfactory way.

khmuse writes: "Remember that the only recourse Panasonic USA has is to withdraw B&H's dealer status. There is no agency relationship between the two, B&H is simply a customer of Panasonic."

Yes and yes. But still, what surprised me was the way his issue was addressed by Panasonic. "This is NOT our problem, go talk to B&H"




vidled said:
B&H is one of the BEST placed to buy professional video and audio gear, as long as you don't happen to have any problems.


:grin:
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alexdias said:
Panasonic credits B&H as an "Authorized Dealer", they did not sell you the camera, but they (supposedly) 'sold' it to B&H.
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I doubt that the HVX in question was bought directly from Panasonic Japan, the two divisions won't cannibalize each other's sales in their designated territory.

More likely, a dealer/reseller in Japan bought a large number of HVX's in order to get a quantity discount, and then re-sold some of the cameras to other dealers, including B&H. Some of those dealers may be authorized, some may not -- this is how the gray market works.

I must say I'm disappointed that B&H would consider going this route to meet the demands. In the case of PAL equipment that they cannot buy from Panasonic USA, they don't have much of a choice, and most of the buyers will recognize the potential problems associated with such a purchase. But in the case of an NTSC camera for the domestic US market, it should be immediately apparent that the lack of any warranty coverage alone makes this an unacceptable means of sourcing the cameras -- even if B&H tried to sidestep the HVX Book issue by just buying the original poster a copy of the book, he still can't get support or service for the camera. To me, that's a much bigger deal than not getting the book (no offence, Barry!).
 
THoff said:
More likely, a dealer/reseller in Japan bought a large number of HVX's in order to get a quantity discount, and then re-sold some of the cameras to other dealers, including B&H. Some of those dealers may be authorized, some may not -- this is how the gray market works.
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Yes, this is what these obscure business that i've mentioned before do.
Not B&H.
 
Hi

We are working on addressing this issue. As I told RAW this am when we chatted was that what he needed to do is to stand his ground. The problem is that when we approached B & H about it when I found the first one a week or so ago, they said that the camera was purchased out of the Used Equipment Department.

While it is our intent to work with every customer, sometimes it takes the customer a bit of work to help resolve and get things moving. Raw also did not mention that he bought a P2 store and then returned it because the manual was in Japanese. He was charged a restocking charge. We are working to resolve this on his behalf as well.

The first indicator in all of this was the fact that the warranty card was in Japanese. And it is likely that there is somewhere on the box Japanese writing. I know on the DVX100B boxes it says for Japanese Domestic Market.

So while it may seem that we are not being responsive we are, but there has been no law broken here. The Federal Government made gray market legal back in the 70s, thank you Ronald Reagan. The problem is that it is the customer that bought the product with the good faith that it was a US camera, that has been wronged. Do we feel that it is inappropriate for B & H to sell the gray cameras, yes. But today I got an invoice that clearly identifies Raw's camera and nowhere does it say Used. So we are in a bit of a different situation now. Thanks for the work on this one Raw, I appreicate the efforts you made.

Back to the grind,

Jan
 
Used B&H for the last three years without a single hitch. was on the phone to them today and they sorted out an error I made last night in an order with no fuss at all. I know it wil be in my hands in the uK from New York On Monday morning at the latest.

I highly recommend them. Every shop has some type of problem now and then. Some turn their back on the customer and don't do a thing. B&H proved here that they were willing to act and see the customer right. Good on them.
 
Thanks for the feedback on the issue Jan. My only question regarding the grey market, is yes, it is not illegal to sell gray market products. But when you are an authorized dealer and claiming to be selling a u.s. authorized product, does that not create a different issue? One that is potentially illegal, rather than just an argument of moral or not. Shopping with an "authorized" dealer, the buyer should be able to be confident in the fact that they are receiving an "authorized" product, should they not? It seems that this is more than just an issue of company selling a gray market product. If it was newegg, for example, and the guy got a japanese product and waited two months to find out, then that is one thing.
Anyways, I guess we all need to be a little wary. Maybe B&H's quality of service is headed for a downfall.

Thanks much,
Jason
 
Id like to again thank you Jan for your advice and help in this matter. Sending camera back 9/15 and hopefully id be back shooting before the end of next week.
 
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Ramjet1979 said:
Thanks for the feedback on the issue Jan. My only question regarding the grey market, is yes, it is not illegal to sell gray market products. But when you are an authorized dealer and claiming to be selling a u.s. authorized product, does that not create a different issue? One that is potentially illegal, rather than just an argument of moral or not.
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It does but the issue is with the buyer. This is the problem. It is not without the very odd and uncomfortable moments.

Shopping with an "authorized" dealer, the buyer should be able to be confident in the fact that they are receiving an "authorized" product, should they not?
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We think so too and that is the point we take to the meeting.

I guess we all need to be a little wary. Maybe B&H's quality of service is headed for a downfall.
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We trust that this is not true. We truly feel that B & H has been and is a valued dealer in the video industry and this will all be righted shortly.

Best,

Jan
 
steve2bees said:
Because, in granting B&H the "authorized dealer" status, they have made an implicit public declaration the B&H's sales and support practices vis-a-vis Panasonic products are legitimate and aligned with Panasonic's standards. Having made such a declaration, they've incurred the obligation to ensure that it is true (and to provide a remedy if it is found not to be true).
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I guess a remedy has been provided by B & H, with a small amount of persuasion from Panasonics side, I'm sure:dankk2:
 
Ronald Reagan

Ronald Reagan

Jan_Crittenden said:
The Federal Government made gray market legal back in the 70s, thank you Ronald Reagan.
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In all fairness to Ronald Reagan, he didn't take office until 1981.
 
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