Mail order sucks.

  • Thread starter Thread starter MadCow_Guy
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MadCow_Guy

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Okay, I am officially pissed off today.

Earlier in the week I ordered a new Senheiser ME66 to replace a kinda beat up unit that I got off of eBay awhile back..

Talked to EVS on the phone, they said their "kit" was the exact same kit everyone else sold. So I go ahead and order it. 374.00.

I get a box with the ME66 and the Powermodule. Nothing else composd this "kit".

All the other kits I have seen on the internet for 379.00-389.00 Had a nice hardcase, mic mount and foam sock. So I can now go out and spend another 30.00 to get what this kit didn't have that all the other kits come with, like I was expecting, or send it back and wait on a damned refund.

Sorry guys but I don't think I'll be ordering with EVS anymore.
 
Re: Mail order sucks.

I talked to Rush.

I was asking them about the "kits" because I had seen kits with different prices at Safer Seas. Safer Seas had the kits on eBay with the hard case, mic mount and foam sock for 379.00

when I was told that they were the same kits other dealers were selling for the same price I ordered one. Much to my regret.

Obviously I should have known better and made them identify everything I was to get. However it was stated that this was the same kit others were selling for that price, and it isn't.

I am really pissed about the carry case. A cheap Pelican case is going to set me back about 75.00.
 
Re: Mail order sucks.

yeah that sucks.. I probally woulda assumed the same if I said KIT... i guess it all depend how well the salesperson knows the product line.
 
Re: Mail order sucks.

Apparently not all that well it seems.

Sennheiser's case will hold one unit assembled, plus a second unit in two pieces. And has room for the mic clip.

Of course no one to call until Monday. Pelican has a small case the 1450 at 66.00 that is long enough inside to hold the length of one unit assembled. and defilnitely enough room to tear out the foam for another asembled kit and a broken down kit, plus enough room for me to fit my M-Audio Firewire 410 box as well.
 
Re: Mail order sucks.

that sucks, I emailed them to see what happened, I personally recommend EVS to people, so I have a vested interest in making sure they keep up thier awesome service levels.

Anyways, for cases, cheapest place is http://www.cases4less.com/
 
Re: Mail order sucks.

even better.. thanks boo for the link!
 
Re: Mail order sucks.

I'm going to call Rush on Monday to complain about it.

That 24.00 case, while a good link, is still smaller than the one I could have bought, and if I am going to have to buy a case, I might as well get one that has the extra space for a few dollars more.
 
Re: Mail order sucks.

I completely understand your frustration, Steve. Sometimes it seems like you have to spell every single thing out for these vendors, and on top of that, assume for the worst so you can properly account for mistakes. Every bad transaction you learn something new and I've come to a point now where I have a checklist of things to verify before ordering.

Here it is, my Purchase Strategy for Mail/Internet Orders, created according to the lessons I've learned from previous mistakes over the years:

Before placing an order, please ensure that:

1) They are an authorized dealer and/or are a trustworthy business.

Did you check ResellerRatings at www.resellerratings.com? The BBB? Forum communities like DVXUser for opinions/feedback on the retailer? Do they have a good website where you can read their sale and shipping policies?

2) They have a return policy and that you understand their return policy

Do they charge a 15% restocking fee? Do you have a grace period to check the items out? Are they easy to get ahold of if something should go awry? Who to go to for warranty?

3) You speak with someone who is experienced and not undergoing training. Also, even if you order over the Internet, it helps to call a vendor to get a feel for how they do business.

Try to get someone competent on the phone! They don't know, call again later or shop elsewhere. If they sound funny to you in any manner, whether suspicious in speech or hard to understand, or short of temper, then hang up. There are dozens of vendors out there you can serve you better.

4) The product you want is in stock and that it is ready to ship the day you order it. This includes every accessory - do not assume they know what you mean.

5) They ship the product inside of another carton

Unless you don't care, try to get double-boxing for expensive items.

6) They provide you with a tracking number

Always obtain a tracking number for your sanity.

Anyone else care to expand on this list?
 
Re: Mail order sucks.

Oz,

A generally good list you make there, but in this case it wasn't an unknown company. They advertise here and are recommended by many of the forum members. Unfortunately since they come well recommended, it didn't occur to me to be nit picky and make them spell out every last item included.

Like I said, I'll call them monday about this.
 
Re: Mail order sucks.

Ah, apologize for that - the list wasn't meant for you specifically. I provided it for the forum in general. Your experience reminded me of when I too was frustrated by dealers for similar reasons, and in fact something happened to me recently as well (the company in my case was also highly recommended). I was updating this list on my own actually, when I came across your post by coincidence so I thought my checklist fit the subject.

Anyway, that's what bothers me too - sometimes these things just happen, even when dealing with the "reputable" vendors. Well, good luck in sorting everything out, hope it goes well. Probably one of the best ways to determine if a place is good is how they handle such problems.
 
Re: Mail order sucks.

I'm in the mailorder boat right now too... I've had a company mail me the wrong focus drive gear for my follow focus TWICE now... grrrrr
 
Re: Mail order sucks.

[glow=red,2,300]For everyone reading, we just arrived back in the office today, so this is the first chance we have had to reply to this posting. [/glow] Mr. Rogers, I have been selling Sennheiser products for EVS for years, and for that entire time, we have sold the "Promotional" package with the Case, Clip, and Foam for only one month. Before that month, and after that month, we have never sold that "Kit" in such a manner. We advertise the "Kit" as simply the "ME66/K6" Combo, which is clearly spelled out on our website, flyer, and any other advertising we promote for $374.95.
(http://evsonline.com/merchant2/merchant.mvc?Screen=PROD&Product_Code=ME66K6&Category_Code=) It is the same kit sold by other vendors for $379.95, and I invite you to check out B&H's website on that matter. We have never mis-represented ourselves, or spoken out of direct experience. If we don't know what you're talking about, we always offer to do research and call you back. The kit that you are referring to in your posting existed very briefly in our inventory, and once it was gone, was gone, approximately 6 months ago. Since then, we have sold approximately 131 more ME66/K6 Kits to very satisfied customers. You specifically asked me what comes in that kit, and I specifically stated, "ME66 and K6". I never said you will get any more than that. As a Video Pro, you should have been aware that there are always different configurations of kits sold by different vendors. Why don't you check our record at DVinfo and DVXuser? We could not have stayed in business so long treating people as you have described. Instead of doing the right thing, and calling to talk about this, requesting additional supplies, or simply returning the product for a full refund (Which you have the right to for 14 days) you decided to try and taint a company's good name, and make people out to be liars. I have been a camera operator for 12 years, and I would never mis-represent a product we sell. All of us at EVS are camera op's, editors, and directors. We live and breathe the business. We have a fantastic pool of talent that stretches 40 years combined, and we have helped people through many difficult production situations. Unlike some other vendors, we actually spend time on the phone discussing each individual's needs. And should they be dissatisfied, we are always there to replace products, send out new products, or simply offer refunds. Our showroom is always open to sell products at internet price. Try doing that anywhere else. I am truly disappointed in your behavior, unbecoming a Video Professional.

Sincerely,
Rush.
"God Bless America, Save the Queen, Bless NZ, and Thank Christ for Australia" -R. Crowe
 
Re: Mail order sucks.

the people i ordered the gear from was zgc.com However, they were VERY nice in correcting their mistake. Actually, I believe it was another vendor's mistake (16x9inc) since it was being dropshipped from them. I got the correct knob today. Life is good.
 
Re: Mail order sucks.

I am extremely dissapointed in YOUR lack of professionalism. First off I think you need to learn to read before striking back with a personal attack on my behavior.

I said I was angry and was going to call on Monday. Never once did I make accusations or call anyone a liar until now. And for the record, you did not tell me that your kit was mic and power unit alone. If you had, I probably wouldn't have ordered it from you since there are other vendors that do have the complete kit for close to the same price.

I called you a few weeks ago and asked about the kits I saw on eBay from Safer Seas, since they charged different prices (in the Buy it Now) if you ordered the Panasonic than it was for Canon or Sony cameras.

You told me you sold the exact same kits everyone else sold for that price. No mention was ever made that those kits were a promotional item and limited availability. At the time I did mention the contents of their kit.

I didn't go to your site to look the kit up, but obviously I should have to have avoided the problem I now have.

And since you want to be critical of professionalism, I really have to question yours since I have been trying to call there all day, and have even left voice mail, every time I ask for you they put me on hold, then come back to ask who is calling, only to then be told that you are unavailable.

If this is how you guys show your professionalism in handling customer problems by being insulting and condescending I'll go elsewhere.
 
Re: Mail order sucks.

Sir, your business is not desired. If you wish to return the mic kit for a full refund, that is still an option. Please go ahead and ship it back to us. You exhibited a sincere lack of professionalism when you posted an incendiary remark on a public website 3 days before calling to try to resolve the matter verbally. You posted your remarks on Jan.2, in full knowledge that we were on vacation, and three days went by, with one patron after another (114 up till now) reading your malicious words on DVXUser. You never called until Jan.5, after it was too late. That, sir, is the behavior I am most concerned with. You fired first and asked questions later. Would you be able to call all 114 of those people and tell them that maybe you were just angry, and didn't mean to say what you said, instead of holding on until Monday to discuss the matter verbally on the phone? You see, sir, you can't take the written words back now, and there are consequences. One of which is the fact that we no longer desire your business. And we are great people, so that a loss for you. We handle our customers with great care, when they give us a chance. In your case, you pulled the trigger before we even had a chance to say, "But..." That is why well over 75% of our income is repeat business.

I don't know if you have ever owned or operated a business, but you still have no concept of the amount of damage that you have caused. And you wonder why we won't take your call? I passed my response by 12 people before I posted it, to make sure that everyone thought it was professional and fair. I wish you did the same before posting your remarks online on Jan.2, three days before calling us. You probably would have held back.

What strikes me as most unfair, is that unless a friend at DVXUser brought this matter to my attention, you would never have. I wish you would have at least had the fortitude to do that.

Sincerely,
Rush.
"The loving seeds sown shall be reapt sweet when ripe." -Anonymous.
 
Re: Mail order sucks.

HALLEEEEHHHHUUUUYYYYAAAAA!

I can't believe a reseller actually came here to defend thier name/store. That is a first for me to see on the internet, fruggin incredible!

Steve, it really sucks I feel ya brother, you basically got the short end here, although honestly I must say I dont think it is EVSoline.com's fault. You basically just saw something at another store and assumed it would be the same, I would of done it too so dont feel dumb. Dude from EVSonline sounds really pissed but at least he is offering your money back, most shady places would tell you to shut the F up.

Still can't believe that they responded here.. I wonder if B&H checks out forums too. Rush, thank you for coming, if I buy something from you at least I know you will give it to me straight up in front of all these people.
 
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