Auralex & B&H making me beg...

[John Alton Disciple]

Hi all,

I made the mistake of purchasing through B&H to get some Auralex before understanding how these companies conspire with one another. The product recieved was defective (the pieces aren't the same shade). No worries I thought, the B&H website says I have 90 days to make a switch to a similiar product. It is after all, UNINSTALLED.

Now here's where it's really, really sad. Contacted B&H, they said the trade in is an Auralex policy so contact them. Auralex sends me an email that they don't deal with the public - talk to B&H. B&H then says they don't deal with policies made by other companies, talk to Auralex. Auralex then says it's out of their hands because IT'S A B&H POLICY.

THEN....

After reading B&H's web page to them (after they repeatedly say "Where does it say that?") B&H says asks color would I want to which I reply "brown" - we don't have that, how about charcoal. Okay I say, if that's my only option, I'll take charcoal, as long as the pieces at least match. Then they ask me, did I open the box? Uh, yeah, that's how I saw it doesn't match. Then they say OPENING THE BOX CONSTITUTES AN INSTALLATION and they then refuse to accept the return. I ask to speak to a manager and am put on hold. Once someone finally comes to the line, they go into how it can't be returned because it's not their policy, it's AURALEX'S. I READ THEM THE POLICY ON THEIR OWN WEBSITE AGAIN (which they can't seem to find). Then he's talking over me about how Auralex doesn't take trades. Well, I made the mistake of letting him "call me back". And now.... NOTHING.

Auralex was also notified via "customer service" and... NOTHING.

Sure, they're eager to take your money, but if there's a hitch in the process: Unhelpful, hands off, RUDE companies - BOTH OF THEM.

 

[carbon3c]

Call your Credit Card company and tell them to issue a chargeback because they shipped you a defective item and refuse to accept a return or exchange. If B&H contests the chargeback, you may have to take photos and document the problem and send to you credit card company.

 

[Hunter Hampton]

Thats wierd- B+H usually has great service, probably the best of any on-line ordering company. Sorry to hear that.

 

[ptalsky]

Do a search here - there was a B&H person that was monitoring this site - he took great umbrage when people here were talking about poor B&H service and took significant time to defend them. If you can find the thread, then contact him directly.

Phil

 

[wabbit]

Do a search here - there was a B&H person that was monitoring this site - he took great umbrage when people here were talking about poor B&H service and took significant time to defend them. If you can find the thread, then contact him directly.

Phil

No comment about B&H audio dept. :x

Full Compass sells Auralex and has excellent customer service.

I don't think you can cancel the charge via your credit card. They will cancel stolen charges but if you agreed to the transaction I believe you are stuck with them.

Cheers

 

[Steve House]

Hi all,

I made the mistake of purchasing through B&H to get some Auralex ...

Sure, they're eager to take your money, but if there's a hitch in the process: Unhelpful, hands off, RUDE companies - BOTH OF THEM.

Your experience runs contrary to everything I've heard about B&H - they have a top-notch reputation, albeit sometimes with New York's famous brusqueness. Email Henry Posner, henryp@bhphotovideo.com, and explain your problem. He's one of the senior people at B&H and if anyone can sort it out he can.

 

[carbon3c]

No comment about B&H audio dept. :x

Full Compass sells Auralex and has excellent customer service.

I don't think you can cancel the charge via your credit card. They will cancel stolen charges but if you agreed to the transaction I believe you are stuck with them.

Cheers

No you can cancel charges (chargeback) if a vendor sells you the wrong item or a defective item and they refuse to remedy it. I've done it before. Usually, the vendor will remedy the problem soon after the credit card company issues the chargeback. If the vendor challenges your claim, then you will have to provide further evidence, so keep copies of their policy and photos. Vendors hate chargebacks because they are charged a hefty fee when they occur, so they have an incentive to avoid them when possible.

 

[Jeff Anderson]

Yeah I'd cancel the charge with your credit card company and stop using B&H. I have had terrible service every time a problem comes up. Returning products or getting things that were backordered are a nightmare every time I've done it. Now I only use them when I'm in a pinch and for little things at that. Live and learn. They are the Best Buy of the film world IMO. Easy and convenient, just dont expect much in the way of knowledge or service...

Give Shawn Tallard at Full Compass a call. He'll take fantastic care of you. He's actually a real person you can call and he's easy to get a hold of should you need to. Anything that comes up he will take care of it. Have also had good luck with Sweetwater, although I find their "sales engineers" a tad annoying.

 

[dlang]

actually to be honest...Given that you get to return the foam I wouldn't buy auralex foam. I had to buy foam a while back for my mixing room and another sound engineer directed me to foam by mail. They carry studio foam that is more effective than auralex for waaaay less $$. I bought bass traps, 2" and 3" and was extremely happy with what I got, and they matched perfecly Go do a comparison and you'll see what I'm talking about.

 

[gco]

Oh, you mean these guys:
http://www.foambymail.com/

thanks for the heads up!:thumbup:

 

[henryp]

Do a search here - there was a B&H person that was monitoring this site - he took great umbrage when people here were talking about poor B&H service and took significant time to defend them.

I take umbrage when B&H is misrepresented but when we're wrong we own up and do what's necessary to make things right. No one's perfect and I'm a good-better-best person who looks upon situations like this as opportunities to learn and improve. I take umbrage at being misrepresented or mischaracterized, but that's another tale for another day.

Your experience runs contrary to everything I've heard about B&H - they have a top-notch reputation, albeit sometimes with New York's famous brusqueness. Email Henry Posner, henryp@bhphotovideo.com, and explain your problem. He's one of the senior people at B&H and if anyone can sort it out he can.

Thank you. I appreciate your kind words.

Steve, I see you posted this Aug 5th; today's the 8th and I'd have hoped to have heard from "John" by now, but regrettably have not.

I found the original transaction. The item he ordered is marked, "Important Notice! This is a special order item and is non-cancelable or returnable." We also say, "Ninety (90) Day Warranty - Uninstalled, As-New, Cosmetically Defective Products May Be Returned for Replacement of Like Products Within Ninety (90) Days of Purchase."

I asked customer service to e-mail return instructions and they'll also tell UPS to e-mail a package return label (which may not happen until Monday or Tuesday depending on UPS's response rate). The label will send the merchandise directly back to Auralex, per their instructuon to us.

I'm sorry for the original frustration and hope this entirely resolves the OP's situation.

 

[slimchrisp]

since you're here henryp, maybe you can explain this. i bought a factory reconditioned hv20 a few months back when they were going for $599. i ordered over the phone and made sure everything would be in the box (just as if i was buying a brand new one), specifically the manual and the dvd that was supposed to come with it. i was told yes, but it actually wasn't.

when i emailed to inquire, i received an email saying they would "look in the warehouse". pretty much ended there. because of this (and a few other lame experiences), i purchased my hvx200a package elsewhere.

 

[henryp]

since you're here henryp, maybe you can explain this. i bought a factory reconditioned hv20 a few months back when they were going for $599. i ordered over the phone and made sure everything would be in the box (just as if i was buying a brand new one), specifically the manual and the dvd that was supposed to come with it. i was told yes, but it actually wasn't.

when i emailed to inquire, i received an email saying they would "look in the warehouse". pretty much ended there. because of this (and a few other lame experiences), i purchased my hvx200a package elsewhere.

If we're talking about an order you placed May 13, '08 for the camcorder and Panasonic tapes, our sales database says it was shipped from our Manhattan warehouse on 5/14 via UPS 3-day select and UPS says they delivered it 5/16/08. There's no customer service note in the order we ever heard from you after the sale was made. I'm a little surprised I don't see any further follow-up from you from then to now. $599 is real money in my book and if I'd ordered something I paid that much for but didn't receive it, I'd not have stopped after the first call.

My e-mail is in my sig -- let me know if I misunderstood the status of this, please.

= = =
My misunderstanding. It seems the camcorder did arrive but was missing the Digital Video Solution Disk & Jumpstart Guide. I apologize for this.