After working with businesses now for more than 25 years and leading a web development company for the last ten, I’ve never had reason to complain about any vendor, but today was the day.
The only reason to record this is to empty my own astonishment and warn anyone about Express Camera in New Jersey.
Although their website promises a satisfaction guarantee and blinking banners that applaud their services, today we found out just how rude, profane and threatening customer service can be. I was so amazed at their sales staff and “managers” that I couldn’t help but think these reps took their lessons from the mob.
I sure hope this blog post finds traction at Google too. We made a mistake and didn’t key-word search this vendor before we spent $5,000 last week to buy a new Sony Video Camera and accessories. If we did, we would have recognized what many others have already experienced. Seems like plenty of other people have experienced crooked behavior.
Bad References from Reseller Ratings
Bad References from CNET
Bad References from Photo Net
Bad References from Complaints Board
Bad References from E-Opinion
Bad References from Consumer Affairs.com
New Jersey Sues Express Cameras and Related Brands
Express Camera only has the two top entries in a keyword search and their remaining links point to hundreds of people complaining about rude employees, crooked behavior and mis-representing their products and satisfaction claims time after time.
One week ago, our guys worked with their sales agents and found them to be a bit rude in the beginning, but someone changed along the way and persuaded us to buy a “kit-camera.” This appealed to us for the cost, but we explained to the agent our needs were professional. We bought the camera on Thursday and after its arrival on Monday afternoon, we immediately called Express Camera the next day to share our dissappointment – the camera was much smaller than our needs and most of the kit material were general retail accessories – not professional video equipment. The tripods and lights were hardly the material we needed for our business needs.
When we called, we shared our interest in returning all of the unopened material and just wanted to exchange the “kit” for a real camera. We would pay the shipping, but something fell through the cracks at Express Camera because these folks turned into thugs immediately upon finding out there was a problem with the order. Out customer service representative blew us off, refused to speak about a return and said he would discuss with a supervisor.
By Thursday, we still hadn’t heard from Express Camera, so we stopped payment on the check. We called them early in the morning and asked for a return phone call to work out a RMA to return the merchandise. We called again on Friday and it wasn’t till we called again on Monday that someone spoke with our videographers.
Over the past several years, we’ve tried our best to serve our customers and when things are difficult or there are problems, we do our best to resolve those issues. What surprised me the most today was the rude, profane and absolutely absurd reactions from a company who stated the following;
“You can speak to the supervisor between my fucking legs.” – Adam Sloan
There were a number of profanities from Express Camera today (seriously) and our guys told me about their problems right before lunch. That’s why I decided to call into the 1-800 number on the website and speak to a manager named “Cliff” – who stated “my last name doesn’t matter.”
I tried to explain in my best professional tone our problem and I was hoping we could find someone who could help resolve our problem. Our publishing companies were eager to find a vendor to help us move into the video age for our reporters, but the Express Camera representative struck back like a gang member with threats and no moment to listen to our situation.
What’s surprising is that before we were able to talk with someone, that message comes on that reads, “your phone call may be recorded, etc.). I can’t imagine any reputable firm putting up with the communication and threats issued by Express Camera today. It was immature, unprofessional and tomorrow, we begin the process of closing all accounts to Express Camera. What began as a negotiation and the possibility for future purchases has sparked a relentless desire to make sure anyone on the Net searching this companies background knows the following – Buyer Beware!
Lesson Learned – Do a Google Search Before You Buy and Read the Reviews!