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  1. #341

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    Jul 2005
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    KEH site still fails on checkout

    Monday 11/23 and the KEH site still returns server errors when attempting to check out. I initially got some pro forma responses to my mails reporting problems, but even these have ceased. Maybe KEH has given up on their web site? In my world, the appropriate response to a down site is 24x7 attention until the problem is resolved.

    Quote Originally Posted by pschwart View Post
    The old site was badly designed and performance was very poor. It looks like the underlying schema of the new site hasn't changed much and the performance is still very poor. The new features would be welcome, but many are broken or behave incorrectly -- I have had stuff added to my cart that I didn't put there, and valid credit cards marked as expired. Attempting to checkout has returned a server error for almost a week, so it didn't
    matter ...

    Bottom line: I have been a loyal customer for years, but KEH gets a failing grade for failing to acknowledge these problems on the home page, not providing a mechanism for reporting and tracking problems, and forcing web site users to do their product testing. Going back to ordering by phone would be a giant step backwards.

  2. #342

    Join Date
    Dec 2007
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    Seattle WA
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    KEH General Manager just sent this out:

    Dear MARK,


    We want to thank you for your patronage and patience during our website rollout.


    NEW WEBSITE

    As you may know, KEH.com rolled out a new website nearly two weeks ago. While we anticipate this site to be a great improvement over our old website, we still have some challenges to overcome.

    As with many new websites, we are experiencing some growing pains and are working to remove several issues within the site, primarily regarding our "search" function as well as our checkout pages.

    Specialists are working around the clock to correct these issues and we sincerely apologize for any inconvenience this has caused. As an alternative to the web, you may also call 770-333-4200 to place an order via phone.

    Our ultimate goal at KEH.com is to exceed your expectations at every level, however, we feel it equally important to keep you honestly informed.

    Sincerely,

    Todd Murphy
    General Manager
    KEH.com
    todd@keh.com

  3. #343
    Toffle's Avatar
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    Mar 2007
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    Point Pelee, ON, Canada
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    Quote Originally Posted by olwick View Post
    KEH General Manager just sent this out:

    Dear MARK,


    We want to thank you for your patronage and patience during our website rollout.


    NEW WEBSITE
    Thanks... got this just a few minutes ago. At the very least, this is good. They are acknowledging the problems and trying to fix it. I can't remember getting such an email from other sites I've worked with. (apart from the countless emails from ebay offering me new ways to give them my money. :rolleyes: )
    Tom, on Point Pelee, Canada

    Ansel Adams had the Zone System... I'm working on the points system. First I points it here, and then I points it there...

    http://tom-overton-images.weebly.com


  4. #344
    rphenning's Avatar
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    Mar 2009
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    So it turns out my 7 and 80 f/4 DID slip through the cracks of the new website, but a quick call to Will at KEH solved the problem and got me some upgraded shipping at no cost. Pre stoked. Also got that email today too ^^

  5. #345
    nsouto's Avatar
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    Nov 2005
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    Got their email as well. Sensational reaction from KEH! They definitely won me over.
    Cheers
    Noons (Nuno Souto)
    Gallery here

  6. #346
    goldenimage's Avatar
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    Apr 2007
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    I got an email from them yesturday telling me of the site problems and that it should be up and running flawlessly very soon
    "Why thats one of those old black and white cameras aint it?"

  7. #347
    Joe Grodis's Avatar
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    Nov 2008
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    KEH is outright addictive... Not a day goes by that I don't dig through their listings. One day while on KEH my OCB paid off. Under the "as-is" section I found a Bronica-S in EXC condition but described as INOP. But, at $9.95 for such a rare item I thought it would be a nice "Shelf" camera. So I ordered it and bought the finder, back and lens separately. When the items arrived I assembled the set up to see what was wrong with it. After an hour or so trying to make the camera malfunction it occurred to me it was 100% operational with no defect I could find! So I grabbed a few rolls of film and gave it a bit of a work out. That camera is still working like a champ today!
    ------------------------------------
    -Joe
    RB67, ETR, ETRS, F4, F5, FM3a, A1, AE1,
    Bronica-S, Mamiya-7, Yashica TLR, & many many Range finders
    ------------------------------------

  8. #348

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    Sep 2007
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    Richmond VA.
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    I agree that KEH is addictive. I look them up quite often.

    Jeff

  9. #349

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    Aug 2008
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    S Florida
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    Quote Originally Posted by BradS View Post
    It depends.
    For LF Lenses, their BGN rating is usually pretty darned good.

    For 35mm bodies, it can make a big difference. They also seem to grade 35mm bodies on cosmetics ONLY. Therefore, a body graded EX will look good but may very well have a mechanical problem. Maybe, it depends on brand. I've never had any luck trying to buy used Nikon Manual focus 35mm bodies from them and, believe me, I have tried many times. I have given up and will not buy 35mm gear from them - nothing but trouble and endless mailing stuff back and forth.
    I have used KEH for many, many years. I've purchased all kinds of gear, bodies, accessories, lenses ranging from 35 to 8x10. If I had to rate them I would say they are a reliable dealer and always aim to please. With that said, I have had problems with some gear and it has always been with 35mm. I agree that their cosmetic ratings are very conservative and generous. Mechanically is where I have discovered issues. Being that they deal with so much equipment it is easy to understand that pieces with mechanical flaws can slip through the cracks in the inspection process. My last experience involved a Contax AX autofocus body. I went through three of them on exchanges because of focusing or firing issues. I believe the camera was too sophisticated for the average repair tech they use to properly evaluate and test the focus system on this unique 35 body. Two of the bodies were not focusing at infinity, the split image was slightly off from alignment at infinity with several Zeiss lenses I tested. The test images were slightly soft, not a trademark of Zeiss glass. KEH immediately granted a return approval on each body. One body was just like new, like it just came out of the box. That body was the one I wanted and they had to send it back to Japan for proper repair. They were supposed to notify me when it came back and they never did. Anyway, I eventually obtained a couple that are fine. I do believe the more sophisticated a piece of equipment is the greater the risk of running into a mechanical or electronic issue. I agree that 35mm is their weak spot in quality control but I also can understand why. I am not making excuses for them but I can also understand that it can be extremely difficult making certain every item is operationally perfect. Buyer beware, thoroughly test upon receipt and just send it back if there is an issue. They are always very receptive to returns. I rate them highly overall. I still think buying at shows in person is the best way to go.

  10. #350
    rmolson's Avatar
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    Feb 2006
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    KEH still having trouble

    KEH


    I just brought another camera from KEH. I probably don’t need it but I lust for it. I had to work for it to buy it though. Their server must be giving them fits. It timed out on me three time and slow…. I have had faster dial up And I am on Cable broad band. Any other company I would have given up on but KEH has always given me great deals even on Ugly rated. If I were still in the business and someone’s service gave me that much trouble and probable loss of business They would either fix it NOW or there would be a lawyer with a lawsuit that would hurt them bad, or Vinnie with baseball bat!!!!



 

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