New York camera shop offers bribes to erase bad Amazon ratings
Last time we saw Joel, he was murmuring something about charging forth and finding a coterie of Costa Rican bikini babes willing to make a martini in his mouth. We haven't heard from him since. But over at Joel's other blog, Dethroner compatriot Jason has a post about a scuzzy New York camera shop that charged him $75 shipping for his $5,000 Nikon D3, then threw it loose into a large box and allowed a sumo wrestler to belly flop atop it. This prompted Jason to leave an understandably negative Amazon review of the seller. Now they're trying to bribe him to remove it...
After looking into the said situation, we are not sure who you spoke to. However, we are looking into the situation as customer service is our number one priority here at Cameta Camera. In addition, we are also going to be speaking to the shipping manager in regards to how the unit was packaged and shipped. We also have the following option to offer you as a remedy.We are ready to issue you a credit for $75.00 back to your Amazon account (which is the original freight paid). Our’ only concern is that in the past we have made an accommodation for a customer but they have left us negative feedback anyway. If you would be willing to remove your negative feedback remark to our account (and then email me to let me know that it has been done) I will issue the credit right away. We pride ourselves on good customer service and we are willing to work with you.
The first part of their response is good: we fucked up. The second paragraph, though, completely dismisses the value of fessing up to a mistake: "oh, we'll give you your shipping back, but only if this remains between you and me."
NY Camera Store Offers Bribe to Fix Amazon Rating [Dethroner]
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He has a couple options. The first is inform Amazon which may remove them from their marketplace. The second is to remove the negative feedback, take the money (though at this point I would want a full refund so I could buy the camera elsewhere because they don't deserve the money even if they can ship correctly), and once the money is safely deposited, add even worse feedback.
The third, more costly method is a lawsuit.
That sort of caveat-emptor attitude used to be common in some of the larger NYC camera shops. You could get good prices, but you hand to know exactly what you were asking for and whether what they were actually offering to sell you was the same thing. Grey-market products (unauthorized imports with no US warranty) were common, as were substitutions of no-name components (you get the projector at the advertised price, but it comes with no lens or a knock-off lens). If you made enough stink you could get the advertised merchandise at the advertised price, but you had to be willing to stand there noisily arguing and scaring off other customers until they gave in.
Some people put up with this because the prices -- AFTER haggling -- were decent. Some just overpaid without realizing it. And many just said "not worth my effort" and bought elsewhere.
Sounds like someone moved that business model to the web -- though it's hard to be sure whether it's the store or the customer who's playing hardball here. Maybe both. Unfortunately for the store, posted reviews are visible longer and more broadly than one unhappy customer complaining in the store, and negotiations are more public...
But this is great news! I can use the bribe money from my slanderous Amazon comment to pay him a bribe to take me off the "bad chargeback" list from a few posts down!
Oh yes, I will have a margarita made in my mouth! Spring break!!
A positive customer service reputation comes from making good on your mistakes. People don't so much notice when they never have a problem with a given vendor, maintaining a somewhat noncommital "Yeah, they're good, I guess," attitude. But a vendor fucking up and then bending over backwards to make it right engenders customer confidence and enthusiastic loyalty.
Cameta would be a lot better off asking customers to post follow-up reviews once the issue has been resolved.
An aside: New York area camera retailers are notorious scammers. Check resellerratings.com and stick with the reputable ones (B&H, Adorama, definitely nothing with a Brooklyn or Queens address.)
B&H or Adorama, definitely. I wouldn't trust any of the others. You're dealing with scumbags, you're going to get upselling pressure like you won't believe, and you probably won't be getting what you think you're getting (switched out kit lenses, included batteries stolen, etc.)
B&H is my favorite, but just don't try to order anything on a Saturday (or during Yom Kippur).
This sounds like my city NY.
Bribes are usually something we do not
even notice here it's part of doing business
the whole world over.
If you wish to see the fine art of bribery
go to the mid-east,that's how things get done.
In any event these guys do not sound honest.
Tangental, but has anyone uncovered the deal with Zappos ratings? Yeah, it's sneakers and shoes, but there are SOOO many glowing reviews of ANY piece of footwear it's highly dubious how those reviews got placed.