Need advise (or is that Advice) on how to get service

[SJHester]

Ok, so here is the deal. On 10/22/09 I purchased a Vivitar 383 flash, from B&H. It arrived, I installed batteries and fired off on test flash, then put it away until my grand daughters birthday. I put fresh batteries in the flash, mounted it on the camera and nothing, zip, nadda. Fearing it was bad batteries, I ran to the store, bought a new set and nothing.

I have made 7 calls to Vivitar (2 to their US corporate office) in every case they take my info and tell me that someone will call back in 24-48 working hours, but no one is ringing my phone. I have also sent them 3 unanswered emails. I called B&H who offered up the US Corporate number, but did not offer to exchange the unit (although i did not press them hard on the issue).

My last call to Vivitar (this morning) I said, I just needed info on how to return the unit for service, but they said I had to speak with technical support first.

Anyone have any ideas how i can engage Vivitar for support? I guess I could have shreaded the money and used it in an underexposed photo, I might have gotten more pleasure out of that.

Thanks in advance
Steve

[johnastovall]

Tried these?

Customer Support
support@vivitar.com
US: 1-800-592-9541

You should also contact Herny Posner at B&H

henryp@bhphotovideo.com

Henry is Mr, Fix it

[SJHester]

John,

The 800 number is the one i have been calling, kind of a joke to say it is US Customer Support, while it's for US Customers, it is clearly overseas, and they are clearly reading from a script.

I think Herny might be the key to a resolution.

Thanks for your help.

Steve

[Hogleg 44]

Just a thought...
Does the flash still fire using the test flash? Or is it dead that way too.
If it still fires on the test, then it must not be communicating with the camera properly. Are all of the lugs clean on both the flash and camera, and is it mounting on the camera properly?

[SJHester]

Paul,

When you power it up, the test light does come on, but pressing it does not fire the flash. I suspect the flash gun is the issue.

thanks

[SJHester]

Well, it's been several months. Mutiple calls to Vivitar have been fruitless. Henry at B&H did provide a number in New Jersy, i called and got the name of the Customer Service manager, he said ship it to his attention and he would send me out a new flash the day it arrived.

So he signed for the flash on 1/6/10, and as of today not only do i still not have a flash, the Customer Service manager does not answer his phone (i call first thing in the morning, late morning, early afternoon, late afternoon and even into the evening.) worse than that, he does not return phone calls and his new greeting says if this is a customer service issue call the 800 number (useless).

So, did i just give my money to Vivitar? if i had burned it, i could have used the fire to light at least 1 photo.

Just venting, but i do know what i will say if anyone ever asks my advise on what flash not to buy.

[Hogleg 44]

Sorry to hear that Steve. The NE has had pretty severe winter snow weather recently. Perhaps that has held things up. But that is an awfully long time even for that. If it doesn't show up soon, maybe you should try the BBB in the Vivitar service city, or as a very last resort, report it to the NJ Attorney General.

[SJHester]

Paul,

I have taken the weather in consideration. I know on some days when I called the Operator there said, no one had made it into the office yet that day.

I will try to call one more time tomorrow and plead with his voice mail, then I do think a letter to the NJ Attorney General is in order.

Thanks
Steve

[SJHester]

Well, it's been months but i got good news. I did some checking and found some press releases about Sakar/Vivitar. Got the name of the COO and since he was traveling and his voice mail was down, the receptionist gave me his email. I sent him a message with all the bloody detail, the non returned calls, etc.

Well he forwared it to the Customer Service Manager (the one who would not retrun my calls), and today i get an email from him telling me that voice mail is not the best way to reach him, but email is (he failed to cut out my message and the COO telling him to fix it).

Anyhow, i have a UPS tracking number, and it's the right weight for a flash.

It should arrive Thursday and boy i hope it works this time!

[Hogleg 44]

That's great Steve. Best of luck with it.
But it's still such a shame that you had to go to so much trouble to get the things fixed.

[tuttlejr]

Persistence works almost as well as cunning and treachery.

[klynam]

Hope it works out for you. I'd be steamed about the situation too...