Houston Camera Exchange and Camera Coop - camera stores in Houston

[panda81]

i searched in these forums looking for good local stores in houston to buy lenses, and these two seemed to be the most popular. a lot of people here seem to love hce, which makes me scratch my head.

the reason is that i personally did not get much of the enjoyable local store feel during the couple of times i visited it. i admit, at that time, i did not know what i was looking for, and barely knew anything about equipment (and only a little bit more now). however, i think it was probably also obvious to the clerks who were helping me, and they did not give me the feeling that they were trying to help me. no one bothered to try and educate me, ask me the type of photos i'm interested in taking, make suggestions etc. they simply asked what i wanted to see, handed it to me, and stare off into the background as if they are terribly bored with me, or perhaps walk off to chat with another store clerk. in one or two instances, it took quite an effort to get someone's attention for help behind the counter, even when they weren't busy. unfortunately, some these experiences didn't only happen once, but two or three times, and that's really the only number of times i've visited this store. has this happen to anyone else before?

when i visited camera coop a few weeks ago, the store clerks were a lot more friendly to me, making sure i was taken care of when i probably looked like i needed help (just standing and staring off into space), gave me advice when i asked about different lenses, etc. they even invited my wife to bring my puppy into the store (we were running some errands, and our dog happened to be with us), which was a HUGE extra cool factor in my book. (of course, i don't expect every local store to invite my puppy in). however, those guys just seemed like they want to make sure their customers are taken care of. and the most interesting thing was that i went into the store with the intention of selling my equipment to them, only browsed around at some of their used lenses, and they still treated me very well. that's definitely top notch customer service.

now, i'm not trying to start up a flame war between who's better than whom, etc. i guess i just felt like my previous visits to hce should have been similar to my visit to camera coop, but that wasn't the case. was i just unfortunate enough to catch people on bad days each time i went to hce, or have others encountered something like this as well?

sorry, i guess this ended up being a rant of sorts as well. i guess once i get turned off by something, it just marrs my image of it for quite a while.

please feel free to disagree with me if you have had fantastic experiences at hce (in a friendly manner, of course )

[Junomech]

You're not alone. I've had the same experience with HCE. I know they are more popular than Coop and probably see more customers, but still, a little attention towards customers goes a long way.

I love to shop at Coop. The employees there are very helpful and attentive to their customers needs. I'd shop Coop over HCE any day.

Bash me all you want. I still prefer Coop over HCE.

[Steelsun]

I've been to both and prefer Coop for the things you mentioned.

HCX is a great shop - good inventory and all, but the staff does seem very biased towards the pro. I realize they have to deal with alot of the really stupid amateurs that drift in because of the location, and it probably burned them on customer relations.

I find Coop alot freidnlier and have never had a problem with the staff ignoring or talking down to me, even when I was just starting out. Heck, I had a 30 minute talk with one of the guys there during the christmas rush for just a $250 purchase.
Plus their used equipment selection is awesome - they get alot of near new stuff from the River Oaks crowd (richies that buy alot of gear then decide photography is not for them).

[Sonny]

You should post these complaint in the HCE sponor section. HCE at one time had a real bad repuation for those type of complaints. Mike at HCE is trying to make things better and I'm sure he appreciate any input or information you could provide.

[preames]

I have to agree about HCE...I've been in there maybe 10 times and have walked out frustrated everytime. I've always been prepared to spend money at the store, but they have rarely provided me the opportunity just because of lack of customer service. More than once, I've had a clerk just turn and walk away when I start to move toward the counter. I'm pretty sure its not me, as I'm not that ugly, irritating or smelly...at least my lovely wife doesn't think so!

[ndsimm]

Partrick and Jerry,
As Sonny already stated, HCE is a sponsor here on teh forum and I'm sure Mike would love to hear your concerns. you cna either send him a PM or just post in the sponsors' section and I'm sure he'll respond. Thanks...

[Camera Exchange]

Jerry,

I am sorry for your experiences with HCE. Customer Service is an issue that we have been working on in my past three years with the company and it is obviously an issue that we will need to continue to work on (as any company needs to do).

Please do me a favor and PM me if you have any further details (such as the name of the person or persons helping you on your visit(s) and/or what they looked like, etc.). You are also welcome to just reply in this forum (Abel is that OK???).

I don't mind the experiences you folks have with HCE being public, in fact I encourage it. However, I find that most people tend to share more information (at least the information that helps us to correct the situation) when it is sent privately. But please keep in mind I don't care how I receive the info, just as long as I receive it.

This isn't a "witch hunt" against our employees, but most retail store complaints tend to be general and don't really contain the specifics needed to actually address the issue at the source.

As another member of this forum has pointed out, I am working to resolve any problems that you folks might be experiencing with our customer service. While I know (and many have attested to) that good strides have been made, I also know there is much more to be done.

I can't take the extra steps until I have the exact details I need. Therefore, I would implore any of the people that have posted (or not posted) an experience that is less than positive to let me know who, when and how. Once again, I don't care if it is private or public. I just need to have the facts.

Once again, I apologize for your past experiences and I would like the opportunity to prove our capabilities to you again.

Regards,
Mike

Originally Posted by panda81

i searched in these forums looking for good local stores in houston to buy lenses, and these two seemed to be the most popular. a lot of people here seem to love hce, which makes me scratch my head.

the reason is that i personally did not get much of the enjoyable local store feel during the couple of times i visited it. i admit, at that time, i did not know what i was looking for, and barely knew anything about equipment (and only a little bit more now). however, i think it was probably also obvious to the clerks who were helping me, and they did not give me the feeling that they were trying to help me. no one bothered to try and educate me, ask me the type of photos i'm interested in taking, make suggestions etc. they simply asked what i wanted to see, handed it to me, and stare off into the background as if they are terribly bored with me, or perhaps walk off to chat with another store clerk. in one or two instances, it took quite an effort to get someone's attention for help behind the counter, even when they weren't busy. unfortunately, some these experiences didn't only happen once, but two or three times, and that's really the only number of times i've visited this store. has this happen to anyone else before?

when i visited camera coop a few weeks ago, the store clerks were a lot more friendly to me, making sure i was taken care of when i probably looked like i needed help (just standing and staring off into space), gave me advice when i asked about different lenses, etc. they even invited my wife to bring my puppy into the store (we were running some errands, and our dog happened to be with us), which was a HUGE extra cool factor in my book. (of course, i don't expect every local store to invite my puppy in). however, those guys just seemed like they want to make sure their customers are taken care of. and the most interesting thing was that i went into the store with the intention of selling my equipment to them, only browsed around at some of their used lenses, and they still treated me very well. that's definitely top notch customer service.

now, i'm not trying to start up a flame war between who's better than whom, etc. i guess i just felt like my previous visits to hce should have been similar to my visit to camera coop, but that wasn't the case. was i just unfortunate enough to catch people on bad days each time i went to hce, or have others encountered something like this as well?

sorry, i guess this ended up being a rant of sorts as well. i guess once i get turned off by something, it just marrs my image of it for quite a while.

please feel free to disagree with me if you have had fantastic experiences at hce (in a friendly manner, of course )

[panda81]

Hi Mike,

Thank you for being so kind and willing to help. Unfortunately, these visits I am talking about happened a few years back, so there is no way I can remember the names or faces of the people I am talking about. However, I appreciate your effort very much.

Jerry

[LoungeLizard]

Originally Posted by panda81

Hi Mike,

Thank you for being so kind and willing to help. Unfortunately, these visits I am talking about happened a few years back, so there is no way I can remember the names or faces of the people I am talking about. However, I appreciate your effort very much.

Jerry

...and that is exactly why business owners look for hard facts. When I read your original post my first take was "wow, it hasn't been like that in a long time". Nowhere in your post did you say it was "a few years back".

What you did was the equivalent of my posting that my Toyota was a piece of crap. Yes, it was. Oh, well, it was one of the first Toyotas imported into the US.

Things change constantly in businesses. HCE (as Mike pointed out) may still not be "perfect" but it sure is a lot better than it was years ago.

[Dobick]

Originally Posted by panda81

Hi Mike,

Thank you for being so kind and willing to help. Unfortunately, these visits I am talking about happened a few years back, so there is no way I can remember the names or faces of the people I am talking about. However, I appreciate your effort very much.

Jerry

I would say give them a fresh chance.

From your original description, it sounded very much like this was a set of recent visits.

I do understand how a business makes it to a personal "Will not visit" list, but it sounds like you are ready to give them another go, and are putting feelers out there. If Mike's response is not enough to convince you to give them another shot, then I have a hard time understanding the point of the post.

[Hanky]

HCE sponsors this forum so I always hope that users give them the benifit of the doubt before posting negatives here.

[Junomech]

It's encouraging that Mike addressed the issue in this forum. But regardless of that fact that HCE is a sponsor and that Mike is active in the forum it still does not mean that HCE has resolved their customer service issue.

As customers, it is not our responsibility to name names or exact occurrences at HCE that result in negative experiences. The problem concerns the whole store; every employee. The managers and owner(s) need to address the problem as a whole.

I love the customer service at Discount Tire. Even though there is line (there always is), every employee makes a point to address those waiting that they will be with us shortly; every time, each employee. That right there makes me a repeat customer who doesn't mind the wait.

If I blew off a customer or didn't respond proactively to my clients, I'd be out of business and get a bad rep. And rep sometimes is all we got in this business.

[preames]

I can't speak to Jerry's complaints, however mine were more recent, including the last which was in late November. I appreciate Mike's response and I think it demonstartes a lot of goodwill and a real desire to ensure that HCE is doing everything they can to continously improve their business.

I won't go into specifics about my particular experiences each time I've been in the store, starting with my first visit in where I purchased a Minolta Dimage 7i some 5 or so years ago, to my most recent (in November). However, that November experience was probably the most frustrating of the all. After stepping up to the counter at the back of the store (Nikon/Cannon section), I was waiting for the associate there to finish helping a customer (the only other one besides myself in that area). After standing there for 3 to 4 minutes, another customer walked toward the counter. Just as that customer arrived, the associate finished with the first, turned toward me, said "Can I help you?" and just as I started to open my mouth, he glanced over to the other guy that had just walked up and said "Hey Bob! (or whatever his name was)". He then turned to me and said "I'll be with you in just a minute". After he walked away with "Bob" and didn't return for more than 5 minutes, I walked out. As I was leaving, I walked past the associate and "Bob" as they talked about some second hand strobes. The assoicate never acknowledged me as I left.

I appreciate the fact that HSE sponsors this valuable website. But, as I'm sure Mike would acknowledge, its a two-way street for them. While I know that Mike is a photo enthusiast and wants to help ensure that the site continues, as it is certainly the best site that I can find on local photography, he also wants to generate traffic for his store.

I don't think its in anyone's best interest to censor open discussion on this or any other topic to photo enthousiasts. If there is an ongoing issue with one of the few photo stores in the Houston area, the only way its going to get better is if there is an honest discussion of the problem so they can make the necessary improvements. I understand that there can be private conversations had with the store's management, but I not really found those to be entirely productive, particularly for a store like this one that relies on repeat business from a relatively small number of loyal customers. This forum allows HSE's management to get feedback from a number of people, like myself, who might just say "screw it, I've given them a chance - I'll just go to the competition or shop on-line".

[Howard Barlow]

Originally Posted by Dobick

From your original description, it sounded very much like this was a set of recent visits.

I have shopped there for many years. I ALWAYS find the complaint to be true. They do walk away from you, if you don't corner them.

I went by in early December to look for a Think Tank Urban Disguise. There were several employees around, some busy with customers, some not. I found the bag I wanted and walked over to the counter in the back. An employee had just finished with a customer, as I walked up. He turned to walk away.

"Excuse me," I said, as he tried to avoid me. "Do you have a 1D body I could check the fit in this bag with?" "No." "Do you have a Nikon of similar size?" He found a body and handed it to me. I gave it a test fit, and handed it back. As I was going to say something, he turned and walked away with the Nikon.

I had to wait until I could catch another's attention to look for accessories for the bag.

Jerry's experience may have been from some time back, but nothing has changed. It's still that way. The fact that HCE is a sponsor here shouldn't have anything to do with giving them the benefit of the doubt. HCE should give the customer service. Period.

I might have saved money by ordering online, but regardless, I wanted to see and touch the bag, and give it a good going over, as it was for a multi leg trip to Russia and eastern Europe. I wanted to be sure it would fit my needs. I looked at it there, I bought it there.

Having said all that, I will continue to shop there, when it is to my benefit to do so. I do thank Mike for his concern, and I think he will continue to try to improve the situation.

[Dobick]

Originally Posted by Howard Barlow

...The fact that HCE is a sponsor here shouldn't have anything to do with giving them the benefit of the doubt. HCE should give the customer service. Period.

Let me state up front the disclaimer that I have never done business with HCE, and I am unlikely to do so in the future, based on the fact that I am no where near Houston.

I wholeheartedly agree with your statement.

I am in no way saying that HCE should be held to less of a standard because they are a sponsor. I do think that if you are going to take the time to solicit opinions on a particular store, and the owner of that store addresses the issue personally, that you there is a small obligation to hear him out. Not because he is a sponsor, but because he took the time to address the concerns.

Based upon the rest of your response though, it sounds as if Mike is fighting an uphill battle.