Potential Adorama Interview – What Are Your Questions?
Adorama is a large (for non-chain) camera store that operates in downtown Manhattan. Like any other large company, they’re bound to have a few unhappy customers and controversy. In the old days, those customers would tell the 2 people they knew who cared. Now we can all too easily tell hundreds of people.So now Adorama and similar companies have to hire people to watch the intartubes and try to set the record straight. So I got an email from a rep who wanted to set the record straight on a few issues and I’ve asked him for an interview to give Adorama’s side of the story.I think it’s only fair that if I’m going to occasionally post about the issues people (including me) have had with them, that I let them state their case.
So supposing that we can get this interview approved and arranged, I’d like to know what questions you have for him. Please either post in the comments or send me an email (see the image on the right for the address).
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13 Responses to “Potential Adorama Interview – What Are Your Questions?”
How is it that their new camera division seems so honest, while the used camera division plays dirty when it comes to selling them used cameras. Over and over, they give an estimate, then once the item gets to the store. They give a completely new estimate, well under the original. Only after telling them to send it back, because you have been quoted a different price from another vendor, do they honor the other vendors price. Not their original price. In general this gives me a bad feeling about the whole company. It scares me to thin that if I ever have to deal with customer service, I have a feeling that it won’t be much of customer service. One more reason I prefer B&H Photo.
I’ve only had very good experiences mail-ordering things from Adorama, but the in-store experience is vastly different. The store is cramped, the staff is unhelpful, many displays don’t work… I’ll use them again for mail-order, but I’m not planning on stopping by the physical store ever again.
I do like the fact they they are making their own stuff – the flashpoint series; like folding reflectors, carbon-fiber tripods and ball heads. If I had a question it would be on where they are going with the flashpoint line. Will they grow into light modifiers and more strobist stuff?
I was concerned to read your recent posting, and firstly I want to apologise if the service you have received from our Used department has been problematic.
Is it possible that you could email me directly [helen.oster@adoramacamera.com], in order that I can look into this further? If you could include copies of emails, dates of the transactions you described etc, that would really be very helpful indeed.
Customer satisfaction is extremely important to us at Adorama, across all departments, and if there are policy or procedure issues that need to be addressed, then they will be given immediate attention.
Again, my apologies; I hope that with your help we can ensure that buying or selling used items through Adorama becomes as enjoyable an experience as going through our new departments.
Sincerely
Helen Oster
Adorama Camera Customer Service Ambassador
The customer service manager from the Used Camera Department contacted me regarding my last experience with Adorama. As much as I appreciate the phone call, and the follow up. He promised me that the employee would go back through training to ensure he follows Adorama procedures. The manager also included that this is not how they wish to run a business, and that they are sorry for my previous troubles.
He went on to start quoting me a price for the used equipment I was thinking of selling to them. That seemed fine in theory, but my email to Helen specifically stated I had sold both cameras already. Again I think this highlights my worries about the company. I spent 30 minutes writing that email, trying to recount as many details as possible, per Helen’s request, to help explain my troubles. But it seems that the Used Camera Manager wasn’t passed my email, or he didn’t read the whole thing. Oddly in the end of our conversation he did feel comfortable enough to try and sell me a D300 that I am interested in buying, by offering me free shipping. Again based on my email, I’m waiting too see if the D700 pans out to be real. If so the D700 seems like my choice.
I would like to say, I’ve never had any issues with the new sales division of Adorama, but again I haven’t needed to use their customer service. But as it stands, I still prefer B&H Photo. Over and over again, they have treated me good with customer service, fast shipping, and extremely competitive pricing.
I wonder if maybe you aren’t aware that just two weeks ago, was the official re-opening of the newly remodelled Adorama store.
We have tripled our retail space from 10,000 to 30,000 square feet, and we are inviting the public to join in a month-long celebration at our retail location on 42 West 18th Street.
At Adorama, we do pride ourselves on being a full solution – full service company, and the increased space means increased customer service.
Each member of the Adorama store sales team has been receiving special in-depth training, both in customer service and in the products they are selling.
Adorama is currently offering special deals on a range of products from Nikon, Canon, Sony, Samsung, Garmin and others, throughout the Grand Opening month.
We will also be hosting product demonstrations from over 60 manufacturers every Monday through Thursday until July 15.
Regarding your query about Flashpoint – I have forwarded your query on to our expert in this field, and will come back to you asap
sincerely
Helen Oster
Adorama Camera Customer Service Ambassador
by now you will have received a call from the Head of our Used department; however, I felt it important to explain to other followers of this forum what transpired.
This posting brought to our attention certain issues with a member of the used sales team, and highlighted the need to re-evaluate some of our staff training needs.
I would also like to use this opportunity to clarify generally the position with valuations from the Used department. It wasn’t relevant in this instance, but I think it is worth highlighting that we do experience market-driven price fluctuations, sometimes more than in the new department. For example, a price quoted one month, may cease to be relevant if in the meantime a new model is issued by the same manufacturer – which as we all know, usually drives down the used value of equipment. Another factor relates to supply and demand: if we have 20 or 30 of one item, and they are not moving very fast, we will be unable to offer as good a price as if we were only holding 1 or 2.
That aside, in this case we got it badly wrong, and steps have been taken to prevent a re-occurrence. I’m delighted to be able to use this forum to follow up queries such as this.
Thank you for your understanding, and for alerting us to a problem, which we are able to address – and improve the shopping experience for other Adorama customers.
Sincerely
Helen Oster
Adorama Camera Customer Service Ambassador
I am responding to your recent posting regarding your concern that “Adorama Doesn’t Want To Give an Interview”.
I am not sure that I fully understand what you were asking for in relation to the interview that you proposed.
As you are no doubt aware, most Adorama standard policies are posted on the Adorama Camera website (www.adorama.com)
However, Adorama takes the view that serving the photographic community is not like running a baked bean factory; there is no ‘one-size-fits-all- approach, nor do we believe that is what Adorama customers require.
Photographers at different stages of their careers or with differing levels of expertise, have disparate needs. At Adorama we aim to meet those needs by providing a unique service; any Adorama customers or prospective customers are able to contact me directly: helen.oster@adoramacamera.com for individual attention to their query or problem.
Many photographers mourn the gradual depletion of the old ‘Mom & Pop’ camera store, where individual service and customer care went hand in hand. Of course, this came at a price. At Adorama we aim to provide the competitive pricing that our customers require, alongside old-fashioned customer care from a named Adorama employee.
As you are aware, I am the “specific person on staff” employed to address issues on an individual basis”. I personally take responsibility for recording the queries and concerns that I either receive directly or pick up on the forums, and take these to the Adorama strategic development team. Numerous changes to our procedures, formal as well as informal, have been shaped and will continue to be driven by these direct contacts.
My contact details can be found on almost every photographic website, so if it was an “on-the-record talk” that you wanted, I’m not sure why you have never contacted me, yourself. If you had done so, I would have told you that my job, first and foremost is to listen to our customers. It isn’t my job to make a judgement about whether they have a valid complaint; it is my job to ensure that where we have made a mistake we do our best to correct it as quickly as possible and that my colleagues have the information they need in order to be able to look at how such a mistake may have occurred in order that we can try to ensure nothing similar happens in the future.
If you have any doubts about the effectiveness of this approach, you might care to visit: http://journals.aol.com/dpoem/TheWisdomofaDistractedMind/entries/2008/07/07/the-wisdom-of-a-distracted-mind-quick-light-the-oster-signal/1719
As you said, “there’s only one store [you] trust”, and if it isn’t Adorama, then everything I have noted above is unlikely to be of any interest or relevance to you.
Nevertheless, I do thank you for enabling me to clarify my role at Adorama, for the benefit of those customers who enjoy having the opportunity to make their photography related purchases at more than just one store.
Helen Oster
Adorama Camera Customer Service Ambassador
June 29th, 2008 at 14:16
The obvious one: is this D700 gonna happen or not????!
June 29th, 2008 at 16:53
And what makes you think they would know?
June 29th, 2008 at 19:32
How is it that their new camera division seems so honest, while the used camera division plays dirty when it comes to selling them used cameras. Over and over, they give an estimate, then once the item gets to the store. They give a completely new estimate, well under the original. Only after telling them to send it back, because you have been quoted a different price from another vendor, do they honor the other vendors price. Not their original price. In general this gives me a bad feeling about the whole company. It scares me to thin that if I ever have to deal with customer service, I have a feeling that it won’t be much of customer service. One more reason I prefer B&H Photo.
June 29th, 2008 at 22:57
I’m a happy customer of Adorama
June 30th, 2008 at 06:35
I’ve only had very good experiences mail-ordering things from Adorama, but the in-store experience is vastly different. The store is cramped, the staff is unhelpful, many displays don’t work… I’ll use them again for mail-order, but I’m not planning on stopping by the physical store ever again.
I do like the fact they they are making their own stuff – the flashpoint series; like folding reflectors, carbon-fiber tripods and ball heads. If I had a question it would be on where they are going with the flashpoint line. Will they grow into light modifiers and more strobist stuff?
June 30th, 2008 at 07:20
@studio3k
I was concerned to read your recent posting, and firstly I want to apologise if the service you have received from our Used department has been problematic.
Is it possible that you could email me directly [helen.oster@adoramacamera.com], in order that I can look into this further? If you could include copies of emails, dates of the transactions you described etc, that would really be very helpful indeed.
Customer satisfaction is extremely important to us at Adorama, across all departments, and if there are policy or procedure issues that need to be addressed, then they will be given immediate attention.
Again, my apologies; I hope that with your help we can ensure that buying or selling used items through Adorama becomes as enjoyable an experience as going through our new departments.
Sincerely
Helen Oster
Adorama Camera Customer Service Ambassador
June 30th, 2008 at 07:21
@winanci
Thank you!
Helen Oster
Adorama Camera Customer Service Ambassador
June 30th, 2008 at 10:33
Hey Helen,
I’ve sent you an email as you requested.
Karl
June 30th, 2008 at 12:06
::UPDATE::
The customer service manager from the Used Camera Department contacted me regarding my last experience with Adorama. As much as I appreciate the phone call, and the follow up. He promised me that the employee would go back through training to ensure he follows Adorama procedures. The manager also included that this is not how they wish to run a business, and that they are sorry for my previous troubles.
He went on to start quoting me a price for the used equipment I was thinking of selling to them. That seemed fine in theory, but my email to Helen specifically stated I had sold both cameras already. Again I think this highlights my worries about the company. I spent 30 minutes writing that email, trying to recount as many details as possible, per Helen’s request, to help explain my troubles. But it seems that the Used Camera Manager wasn’t passed my email, or he didn’t read the whole thing. Oddly in the end of our conversation he did feel comfortable enough to try and sell me a D300 that I am interested in buying, by offering me free shipping. Again based on my email, I’m waiting too see if the D700 pans out to be real. If so the D700 seems like my choice.
I would like to say, I’ve never had any issues with the new sales division of Adorama, but again I haven’t needed to use their customer service. But as it stands, I still prefer B&H Photo. Over and over again, they have treated me good with customer service, fast shipping, and extremely competitive pricing.
June 30th, 2008 at 13:07
@Robb
I wonder if maybe you aren’t aware that just two weeks ago, was the official re-opening of the newly remodelled Adorama store.
We have tripled our retail space from 10,000 to 30,000 square feet, and we are inviting the public to join in a month-long celebration at our retail location on 42 West 18th Street.
At Adorama, we do pride ourselves on being a full solution – full service company, and the increased space means increased customer service.
Each member of the Adorama store sales team has been receiving special in-depth training, both in customer service and in the products they are selling.
Adorama is currently offering special deals on a range of products from Nikon, Canon, Sony, Samsung, Garmin and others, throughout the Grand Opening month.
We will also be hosting product demonstrations from over 60 manufacturers every Monday through Thursday until July 15.
Regarding your query about Flashpoint – I have forwarded your query on to our expert in this field, and will come back to you asap
sincerely
Helen Oster
Adorama Camera Customer Service Ambassador
June 30th, 2008 at 14:40
Dear Karl
by now you will have received a call from the Head of our Used department; however, I felt it important to explain to other followers of this forum what transpired.
This posting brought to our attention certain issues with a member of the used sales team, and highlighted the need to re-evaluate some of our staff training needs.
I would also like to use this opportunity to clarify generally the position with valuations from the Used department. It wasn’t relevant in this instance, but I think it is worth highlighting that we do experience market-driven price fluctuations, sometimes more than in the new department. For example, a price quoted one month, may cease to be relevant if in the meantime a new model is issued by the same manufacturer – which as we all know, usually drives down the used value of equipment. Another factor relates to supply and demand: if we have 20 or 30 of one item, and they are not moving very fast, we will be unable to offer as good a price as if we were only holding 1 or 2.
That aside, in this case we got it badly wrong, and steps have been taken to prevent a re-occurrence. I’m delighted to be able to use this forum to follow up queries such as this.
Thank you for your understanding, and for alerting us to a problem, which we are able to address – and improve the shopping experience for other Adorama customers.
Sincerely
Helen Oster
Adorama Camera Customer Service Ambassador
June 30th, 2008 at 14:45
Dear Robb
Look for an expanded Flashpoint line of strobes and accessories mid to end of October!
Sincerely
Helen Oster
Adorama Camera Customer Service Ambassador
July 9th, 2008 at 05:59
Dear Matt
I am responding to your recent posting regarding your concern that “Adorama Doesn’t Want To Give an Interview”.
I am not sure that I fully understand what you were asking for in relation to the interview that you proposed.
As you are no doubt aware, most Adorama standard policies are posted on the Adorama Camera website (www.adorama.com)
However, Adorama takes the view that serving the photographic community is not like running a baked bean factory; there is no ‘one-size-fits-all- approach, nor do we believe that is what Adorama customers require.
Photographers at different stages of their careers or with differing levels of expertise, have disparate needs. At Adorama we aim to meet those needs by providing a unique service; any Adorama customers or prospective customers are able to contact me directly: helen.oster@adoramacamera.com for individual attention to their query or problem.
Many photographers mourn the gradual depletion of the old ‘Mom & Pop’ camera store, where individual service and customer care went hand in hand. Of course, this came at a price. At Adorama we aim to provide the competitive pricing that our customers require, alongside old-fashioned customer care from a named Adorama employee.
As you are aware, I am the “specific person on staff” employed to address issues on an individual basis”. I personally take responsibility for recording the queries and concerns that I either receive directly or pick up on the forums, and take these to the Adorama strategic development team. Numerous changes to our procedures, formal as well as informal, have been shaped and will continue to be driven by these direct contacts.
My contact details can be found on almost every photographic website, so if it was an “on-the-record talk” that you wanted, I’m not sure why you have never contacted me, yourself. If you had done so, I would have told you that my job, first and foremost is to listen to our customers. It isn’t my job to make a judgement about whether they have a valid complaint; it is my job to ensure that where we have made a mistake we do our best to correct it as quickly as possible and that my colleagues have the information they need in order to be able to look at how such a mistake may have occurred in order that we can try to ensure nothing similar happens in the future.
If you have any doubts about the effectiveness of this approach, you might care to visit: http://journals.aol.com/dpoem/TheWisdomofaDistractedMind/entries/2008/07/07/the-wisdom-of-a-distracted-mind-quick-light-the-oster-signal/1719
As you said, “there’s only one store [you] trust”, and if it isn’t Adorama, then everything I have noted above is unlikely to be of any interest or relevance to you.
Nevertheless, I do thank you for enabling me to clarify my role at Adorama, for the benefit of those customers who enjoy having the opportunity to make their photography related purchases at more than just one store.
Helen Oster
Adorama Camera Customer Service Ambassador