B&H Mistakenly Ships Wrong Used Camera (200a & 205a)

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jameskim67

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I did a lot of research before buying a Panasonic HVX-200A from BHPhotovideo's used store. Everything on their site led me to believe it was a 200A. Their receipt when I made the purchase said 200A. I even did the live chat feature asking what came with the 200A. But then when I looked at the order history, they are shipping a 205A! I immediately contacted them asking why I was being sent the wrong item? The reply: "it is the same exact camcorder with the same specifications, hvx-205a is the original model,"

You gotta to kidding me. Needless to say I am peeved! I purposefully avoided buying the Japanese model 205A from other locations at a much cheaper price and went with a "reputable" store instead. Other resellers make sure to let you know you are purchasing a 205A, but nowhere on BHPhotovideo's website for the product did I find any mention of that. I was falsely led to believe I was buying an actual 200A.

I found out they've done that before (if you search for 205A here on the dvxuser forums). Normally, I don't post negative stuff, but I thought it might help someone else considering purchasing at a "reputable" store like BHPhotovideo and paying a higher premium for it. This is just wrong.

LIVE CHAT TRANSCRIPT:
You have been connected to Moshe F.
James Kim : Looking at a used Panasonic AG-HVX200A and would like to know what comes with it. Previous used items had a description of the items but don't see any here. Thanks!
Moshe F: Hello James Kim. My name is Moshe, and I will be glad to assist you. Please give me a few moments to begin working on your inquiry.
Moshe F: what is the used catalog#?
James Kim: B&H #736635
Moshe F: items included
Moshe F: AJ-P2C016RG 16GB P2 Card
CGA-D54SE Camcorder Battery with 5400 mA
AG-B15 AC Adapter and Battery Charger
Accessory Microphone Holder
Component Video Cable
RCA to BNC Adapter Ends
Remote Control
Shoulder Strap
CD-ROM with PCMCIA Driver for Mac/PC and P2 Viewer
Moshe F: 30-Day B&H Used Warranty
James Kim: So it does have a 16gb p2 card?
Moshe F: yes, included
James Kim: And everything works correctly?
Moshe F: 100% EXCELLENT WORKING ORDER
James Kim: Thanks Moshe, I will place the order then! If you don't mind, I'll email this chat session to myself! Thanks!
Moshe F: ok, good luck!

Original receipt also specifically states: Panasonic 736635 AG-HVX200A P2HD Camcorder! Only on the tracking order when it was loaded for shipment at their warehouse did it switch to 205A.
 
I'd be angry, too. Their answer is unsatisfactory. Anything less than a full refund including shipping is unacceptable. Not including a discount on your next purchase would be short-sighted.
 
Very surprising. That doesn't sound like B&H at all. Not that I don't believe you, it's just very surprising. Yes, I'd be a little upset too.
 
This is not totally unprecedented on B&H's part. Back when the HVX200 was just released, there were a number of posts about B&H shipping gray market HVX's as US cameras. I believe Jan Crittendon had to get involved in the dispute. A search from around the initial release date should uncover a number of posts on the subject.

Kevin
 
Really suprised. BH has treated my company well for many years. They are totally legit in a pond full of sharks. Probably a misunderstanding.
 
Thanks all. I'm new here, actually lurked around the past couple of months when doing research to purchase an HD camera for my church. Found a lot of valuable advice here and saw that B&H was highly rated indeed.

Update. After posting this, I got an email from B&H apologizing for the mistake: "You do make all valid points and i see that this item was linked to our website to the 200 a not the 205 that is a mistake and we do apoligize for that but its the sanme camcorder and you have valid point sorry Please let us know if there is anything else we can assist you with."

Not to mention the terrible grammar, but also nothing about MAKING AMENDS! Or FIXING the situation. So I replied back saying I was willing to believe it was an unintentional error on their part. However, if it did not come with the items listed from the sales chat that I would have to return the item for a full refund, including shipping. I know the 205A does not come with a 16gig p2 card. But as you can see from the chat session transcript they list all the items that come with the 200A, including the p2 card. I also asked to extend the warranty to at least six months for a grey market item since it is a major concern. If they agree to those conditions, then I think I'm amenable to having a 205A despite the error on their part. Other than that, I could only return the item.
 
That is terrible! My friend had a situation with them where they tried to sell him things that should've came with a camera as extras. B&H is legit but they have these moments that make people think twice. Not sure if it helps, but I got my cam from Abel Cine Tech and received not only top notch service but they were personable as well. I'm not sure about the LA one (I'm sure it's just as good) but if you're in NY, they might be worth walking into. I've been doing a lot of purchasing at Adorama recently as well, I find their service and prices (and location for me!) a little easier. B&H is a top notch superstore for sure and I enjoy buying from them and have as a company in the past but I just wanted to throw a few more names at you incase you came to the point of having to choose another supplier. Good luck and please let us know how this turns out!
 
That e-mail gives you a valid reason to request a full refund, paid shipping for the return and no restocking fee. And hopefully, you paid by credit card so you can dispute the charge if necessary.
 
If B&H advertised a 200, and sent anything else, that would be sufficient reason to demand a full refund of price and shipping both ways.

Nothing else is acceptable.
 
James:
This was entirely our error and we apologize. I've already shared this with our used department video buyer and the used department director. If you want to return this camera, or the entire order I completely understand and will send you return authorization and a pre-paid UPS return label upon your request. If you prefer to keep the camera I will consult with the used department manager about other options.

I do want to say though. this was an error, not bait-n-switch and not a nefarious premeditated plot. That doesn't excuse the mistake, of course.
 
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Glad to see it's being handled in the way B&H's fine reputation would have us expect, Henry. Will James receive a discount on his next order to acknowledge his inconvenience? :)
 
FWIW, I have used many vendors to assemble my kit and try not to fanboy anyone in particular. BH has always been straight with me. They don't offer too much product handholding, so if you need that another vendor might serve you better. Their order and tracking process is as good as it gets. I have had to return a new DOA cam once, done numerous returns, sold them used gear, and had them do other things to expedite service when needed. They offered topflight on each occasion and always done exactly what they said they would do. I have had a couple of direct exchanges with Henry Posner. If he says this was a mistake, I would tend to believe him. They are a huge box retailer, but I don't believe they are sinister.

Grant
 
henryp said:
James:
This was entirely our error and we apologize. I've already shared this with our used department video buyer and the used department director. If you want to return this camera, or the entire order I completely understand and will send you return authorization and a pre-paid UPS return label upon your request. If you prefer to keep the camera I will consult with the used department manager about other options.

I do want to say though. this was an error, not bait-n-switch and not a nefarious premeditated plot. That doesn't excuse the mistake, of course.
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Mr. Posner, your message restores my faith that I did indeed choose a reputable company! Thank you! As I mentioned earlier, I did choose to believe it was unintentional. Nevertheless, since such errors have been repeated in the past with others, I am glad to hear of the consultation with the used department. Yesterday I noticed that I was being shipped a 16 gig p2 card. I am grateful! I am amenable to keeping the 205A so long as it comes with all the items described in the sales chat. One more thing, I would like to have the usual 30 day warranty extended just in case. If the camcorder is in excellent working condition as described, this should not be a problem and would alleviate my concerns about having a Japanese used model. I am due to receive the shipment from UPS tomorrow. At that time, I will inspect the item and get back to you. Again, thank you for your reply and the willingness to correct the mistake. That is all customers really want.
 
I should add, I may have ripped a little hard on B&H earlier but I bought a used cam from them years ago and there was a dead pixel or two which they took back and fixed in a few days so I'm glad but not surprised to see them fixing the situation. Great to see!
 
Jordan_S said:
Glad to see it's being handled in the way B&H's fine reputation would have us expect, Henry. Will James receive a discount on his next order to acknowledge his inconvenience? :)
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Thank you. I think James and I will have to discuss mutually agreeable options via e-mail.

jameskim67 said:
Mr. Posner, your message restores my faith that I did indeed choose a reputable company! Thank you! ... I am grateful! I am amenable to keeping the 205A so long as it comes with all the items described in the sales chat. One more thing, I would like to have the usual 30 day warranty extended just in case. If the camcorder is in excellent working condition as described, this should not be a problem and would alleviate my concerns about having a Japanese used model. I am due to receive the shipment from UPS tomorrow. At that time, I will inspect the item and get back to you. Again, thank you for your reply and the willingness to correct the mistake. That is all customers really want.
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Thank you. UPS says they anticipate delivery today, Fri 11/19. I hope to hear from you via email on Monday with your decision to keep or return. If the former I will be happy to advise the used department manager I'm extending our return policy time period and warranty and I believe I can also offer some concrete evidence of our sincerity. If you choose to return this for exchange or refund I can generate a return authorization for you and we will supply a pre-paid UPS return label for your convenience.
 
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Thanks for posting Henry. That sounds like the B&H I'm familiar with.

I would also encourage anyone to go into their NY store. Great service and a very knowledgeable staff. You can get lost in there, so plan on spending half the day just wandering around.
 
It's a rather sad commentary on most businesses if customers are impressed with a store that will admit and rectify a mistake. I mean, what does B&H's success boil down to? Honesty. Customers want to deal with truthful merchants. There are so many sellers that think they can make more money by trying to fool us in one way or another. It's very short-sighted.
 
Jordan_S said:
It's a rather sad commentary on most businesses if customers are impressed with a store that will admit and rectify a mistake. I mean, what does B&H's success boil down to? Honesty. Customers want to deal with truthful merchants. There are so many sellers that think they can make more money by trying to fool us in one way or another. It's very short-sighted.
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Thank you. Unfortunately these days internet anonymity facilitates this. It's just one reason I wish the title of this thread could be reworded.
 
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