Unprofessional Service

[a2rob]

HCE

Just wanted you to know that I called your store today hoping to purchase a Nikon D3
Me: Do you have any Nikon D3's in stock
Sales: Nope, that camera is not out yet and wil not be released until next month.
Me: I am talking about the Nikon D3..
Sales: I know. but it is not slated for release until next month.
Me: actually it was released by Nikon on November 30th, and people already have it in their possession.
Sales: oh well, good luck with your search, CLICK...

Do not know what I did to deserve that kind of service but just wanted to inform you on what occurred today.

Thanks.....

[rexster314]

Call Camera Co-Op in the Heights. Friendly people, that's where I got my D300 day after Thanksgiving when HCE didn't have them in stock. That 70-200 Vr I got from you is working great on the 300

Rex

[Craig]

A friend of mine and I were talking about this very subject not too long ago. My experience at HCE has been about the same. They have nice stuff, but the staff seems uninterested in helping customers. I thought it was just me so I've moved my purchases to Camera Co-Op. Very friendly people.

[Camera Exchange]

Arthur,

This is one of the few public complaints I have received since we have been involved with this forum for the past two years. While I don't argue that this may have happened, I want to encourage anyone that receives this type of experience at HCE to PM me and let me know the name of the person that they spoke with (please make sure to ask their name or remember their name tag if you are in the store).

While D3's and D300's are still in short supply, the information you received on the phone is unacceptable and inaccurate. I believe that you know in your experiences with me over the past two months that we can be attentive, accurate and accommodating.

I have been working for the past few years to try and clean up this attitude / staff and, for the most part, I have heard positive comments that we have moved in the right direction. I encourage anyone that has had this type of experience in the past or receives this type of inaccurate or inattentive service to contact me immediately (all of my contact information is located in the signature).

I apologize for your experience and I can assure you that I continue to strive to improve the level of customer service that you should expect.

Regards,
Mike

Originally Posted by a2rob

HCE

Just wanted you to know that I called your store today hoping to purchase a Nikon D3
Me: Do you have any Nikon D3's in stock
Sales: Nope, that camera is not out yet and wil not be released until next month.
Me: I am talking about the Nikon D3..
Sales: I know. but it is not slated for release until next month.
Me: actually it was released by Nikon on November 30th, and people already have it in their possession.
Sales: oh well, good luck with your search, CLICK...

Do not know what I did to deserve that kind of service but just wanted to inform you on what occurred today.

Thanks.....

[Michael Lyons]

Rob, my best input would be when you call there, ask to speak to Mike himself, or Regan, or Charlie. I call a few times a month and those 3 have been nothing but 110% helpful.

Sorry to hear you had a bad exp, but these guys rock!

[a2rob]

Yes, I was so anxious when my wife handed me the Ame Ex card, I immmediately started calling all of the local stores that I googled. I forgot about asking for Mike directly, but in future I will remember to ask for him...

Thanks Mike for the response, no hard feelings I will continue to support and conduct business with HCE.

Rob

[Camera Exchange]

Rob,

No hard feelings at all and thank you for bringing your experience to my attention. In fact a printed version of this thread was handed to every HCE employee today and power was given to several of the managers (including myself) to make immediate corrective actions if we are informed of this occurrence in the future. In other words... the ownership was HOT after seeing these posts and considering the time and effort that I have put into this forum and our sponsorship.

While I can't guarantee that we will perform flawlessly 100% of the time, I can guarantee that management does care about our customers' experience and we will be watching and taking drastic steps when this type of issue is brought to our attention in the future.

Once again, thank you for your input and I appreciate the fact that you will give HCE the opportunity to work with you in the future.

Regards,
Mike

Originally Posted by a2rob

Yes, I was so anxious when my wife handed me the Ame Ex card, I immmediately started calling all of the local stores that I googled. I forgot about asking for Mike directly, but in future I will remember to ask for him...

Thanks Mike for the response, no hard feelings I will continue to support and conduct business with HCE.

Rob

[zepp]

Service, items carried, and items stocked has gotten much better in recent times as I have told you in person Mike. I have gotten to know several of the salespeople there though the years and ask for them by name. When it comes to lighting Jason is my goto guy. I can't say enough about the guy for the amount of time he has taken with me and his out of the way efforts. Charlie is another goto guy along with bunny ears Reagan, Policeman Joe, and horse loving Ally. That's what I call them anyway.

I can remember a few years back service was not what it is today. There use to be one person there that I wouldn't let wait on me even if I had stood at the counter for 30 minutes waiting my turn and when he became free and asked if I was next, I would tell him no and pass, waiting for another salesperson to become free.

Kudos

Frank

[Camera Exchange]

Thanks Frank,

I noticed you never ask for me anymore. Guess that is because you figured out I am a back room support type of person and don't know squat about the foto business.

Thanks again,
Mike

Originally Posted by zepp

Service, items carried, and items stocked has gotten much better in recent times as I have told you in person Mike. I have gotten to know several of the salespeople there though the years and ask for them by name. When it comes to lighting Jason is my goto guy. I can't say enough about the guy for the amount of time he has taken with me and his out of the way efforts. Charlie is another goto guy along with bunny ears Reagan, Policeman Joe, and horse loving Ally. That's what I call them anyway.

I can remember a few years back service was not what it is today. There use to be one person there that I wouldn't let wait on me even if I had stood at the counter for 30 minutes waiting my turn and when he became free and asked if I was next, I would tell him no and pass, waiting for another salesperson to become free.

Kudos

Frank

[zepp]

Originally Posted by Camera Exchange

Thanks Frank,

I noticed you never ask for me anymore. Guess that is because you figured out I am a back room support type of person and don't know squat about the foto business.

Thanks again,
Mike

No, It's because when I walk into the store I see a flash of light and a trail of smoke hurrying to the back of the store. Then when I ask for you whoever I ask begins to stutter and sweat so bad as they look nervously over their shoulder trying to utter the words "He's not here today". It's at about that time, when I begin asking them for help, I hear a loud "YES" and a hand clap coming from the stock room as if someone back there is happy. Haven't figured out who or what that is in the back but I hope to see you at the store soon and maybe we can figure it out.

[Camera Exchange]

Damn Frank! You figured out all of the signals! Trust me, you don't want me on the sales floor there. I can somewhat pass as a camera salesperson, but anything other than that and you are better off working with Jason or the others cause I don't know anything.

Trust me, just let me be the mouth for the store but don't buy anything from me. I mean, even Abel knows more about photography than I do! (that was wrong and I think TPF sponsorship cost just went up).

See you next time you are in.

Regards,
Mike

Originally Posted by zepp

No, It's because when I walk into the store I see a flash of light and a trail of smoke hurrying to the back of the store. Then when I ask for you whoever I ask begins to stutter and sweat so bad as they look nervously over their shoulder trying to utter the words "He's not here today". It's at about that time, when I begin asking them for help, I hear a loud "YES" and a hand clap coming from the stock room as if someone back there is happy. Haven't figured out who or what that is in the back but I hope to see you at the store soon and maybe we can figure it out.

[zepp]

Originally Posted by Camera Exchange

I mean, even Abel knows more about photography than I do!

Ouch!

[PhotosbyHollyWood]

I am new to this forum and I have had a run of bad luck with phone sales.. however after seeing your diligence to correct this latest problem I will have to come by and give you guys another try... I will be in the market for some more stuff SOON very soon...

[Camera Exchange]

Holly,

We would love to see you back in. Give me a shout when you are in the store and I can completely misinform you until more knowledgeable staff are available.

Sorry for the late response, just saw your post tonight for some reason.

Regards,
Mike

Originally Posted by PhotosbyHollyWood

I am new to this forum and I have had a run of bad luck with phone sales.. however after seeing your diligence to correct this latest problem I will have to come by and give you guys another try... I will be in the market for some more stuff SOON very soon...

[AndrewCCM]

Not being located in Houston, I cannot comment about in store sales...I have only dealt with Mike via the forum and have been EXTREMELY impressed with his professionalism, timely responses and can't say enough good things about my experience. I was called to verify the item was in stock and received my Airport Security Roller the next day and for the best price I could find (and they weren't in stock anywhere it seemed) and VERY reasonable shipping fee.

I am impressed to see the type of response and action taken with regards to this situation.

Take care.