Too often people are only concerned when a vendor screws up or takes unfair advantage. They want to know all of the sordid details and then debate endlessly as to whether "hangin' is to good for 'em."
Well, here's a different side of that coin.
Last week I won an online auction from Glazer's for an expensive darkroom item. Since I am about an hour's drive away, I drove on Saturday to Seattle to pick it up directly. I put it in the car and went to run several additional errands before returning home later in the evening.
When I finally opened the box and took a look, I was horrified. The item, presumably at some point during its original shipment to Glazer's, had been severely damaged. Heavy gauge metal was severely bent and bowed. Precision moving parts scrapped against each other. The damage was consistent with perhaps a full pallet of product falling off a loading dock somewhere. Just a mess.
I immediately called Glazer's, but it was only five minutes before their closing time. I spoke briefly (and admittedly overly emotionally, as I was pretty upset) to the employee who had helped me earlier. He, too, was horrified, and apologized profusely. He asked me to return as soon as possible, promising a swap for an identical new item.
The next day I again drove in. The problem was handled fantastically. Glazer's immediately replaced the damaged item with another brand new one, even though the final auction price had been well below the normal retail price for this expensive item. The manager personally picked out the replacement and, at my request, happily opened the box containing the replacement for my inspection.
When I asked if he would like to inspect the original damaged item, he declined, opting instead to take my full and complete word for it's condition. It was all over in just a few minutes, my every concern addressed and satisfied, and I never had to ask for - or even explain - a single thing. The item replacement, or a refund, I expected. The complete acceptance of my word without question, I did not.
Now I'm not normally one to go around starting threads on APUG. But I just thought this example of great customer service deserved a wider audience. These guys at Glazer's are really, really good people.
That sounds very refreshing. All too often it is reversed. It seems like when I deal with photography supplies everything is honest and straight forward. Good to hear. That starts off my week on a upnote !!
Glazer's is definitely a company that has improved over the years. Back in the early '90s, they had some people who weren't that great, working for them. Now, everyone seems to be pretty helpful, and they stand behind their products...
Glazer's is definitely a company that has improved over the years. Back in the early '90s, they had some people who weren't that great, working for them. Now, everyone seems to be pretty helpful, and they stand behind their products...
I remember that time, once I vowed to never buy from them again, they were down right rude, my wife looked at me and said "ready to go!". You know I've been back there once in all of that time. I just stay at home and order from Freestyle in LA. I was thinking of going there to look at some camera bags though, maybe things have changed.
I remember what happened, my son was with us and touched something, a man yelled out "Don't play with anything sonny". You parents know what I'm talking about. He was a great kid growing up and very respectful of other peoples property.
I am also one of Glazer's customers. Still. Unlike Curt, I experienced some outright illogical behavior from one of the sales people at Glazer's four (4) months ago, but I am still going there. They do have some things not readily available from other stores here in Latte Land. I have thought about asking to speak with the manager and showing him what I purchased elsewhere as a result of the recommendation of his sales person, but I guess going through the Domestic Relations Division of the Superior Court System of the State of Washington has improved my tolerance to antagonistic behavior.
Enjoy;
Ralph Javins
When they ask you how many megapixels you have in your camera, just tell them; "I use activated silver-bromide crystals for my storage medium."
I think it depends on who you deal with... There are certain people who I will deal with there, and certain people who I won't deal with. Russ, Wade, Brent, and, sometimes Dante, are people I'll deal with on a consistent basis... The women also tend to be pretty decent in their sales skills. Alan's good, but can be a bit of a smarta$$ sometimes. Mark Vercammen(sp?) is also pretty decent, if a little strange. David Hall, meh... Not worth my time. I don't care for people who snub their noses at me because my camera takes an analog "memory card" instead of a CF or SD card. Others, I haven't really had much time to deal with them, mainly because I tend to deal with the people who I've had good luck with.
Ralph, you might want to bring the issue up with Russ, since he is the floor manager. Just tell him honestly that, due to how the salesperson was treating you, you decided to take your business to Kenmore (or Camera Clinic).
All I know about Glazers is that I order two boxes of 5x7 T-Max100 on Friday and the box arrived today (Monday) for about $9 shipping...and for several bucks less than the listed price in their ViewCamera mag ad. Can't get much better than that.
But one never knows. I ordered some chemicals I needed ASAP from a usually great company (and sponcer here), I asked for 2nd day air shipping ($24) but they waited a couple days before shipping it, nor did I get the promised shipping notification (I had called them in the morning to order, too). I still got the project done in time, but I was getting a little nervous...I was just about to get on the phone to check on my order when the order arrived.
Vaughn
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At least with LF landscape, a bad day of photography can be a good day of exercise.
The thing that many stores these days fail to appreciate is that in a very competitive business environment where customers can buy what they need on the internet at the click of a mouse, and get it cheaper and quicker the only way they can be profitable and succeed and this competition is by engendering customer loyalty by giving them such friendly helpful and knowledgeable customer service that they don't mind paying a bit more than would on the net because shopping there is such a pleasant experience, and they can take it home in their hot little hands.
Glazer's Camera (Seattle) 
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