How is KEH Repair center !!

[Matt Clara]

"Steve Merrick" <steve@keh.com> wrote in message
news:3f1eba74.0306251424.4f80088f@posting.google.c om...

> "Matt Clara" <no.emails@this.guys.expense> wrote in message

news:<9X5Ga.1005575$vw6.7336626@news.easynews.com> ...

> > "Krapp" <mishak2000@hotmail.com> wrote in message
> > news:bc24f670.0306121202.32d84e60@posting.google.c om...

> > > I broke the mounting foot of my SB-28 AF flash. Need to get it
> > > repaired. Locally its not possible. How is KEH's repair center ? I saw
> > > their online repair quote, ~ $50.00. Need some feedback. Thank you
> > > all.

> >
> > I've had two bad experiences with KEH repair, specifically with the only
> > person acting as intermediary between customers and repair, Pam Knable.
> >
> > 1) I sent in an Élan II with a busted latch. Pam wrote and said it

would be

> > $135 for CLA and repair. I said, it doesn't need CLA (it was in like

new

> > condition--I'd just bought it from KEH for my wife who banged it around

in

> > her purse until the latch broke, but it otherwise still looked like

new). I

> > said, just fix the latch. Pam wrote back, we can't just fix the latch,

we

> > have to CLA, too. I wrote back and said, send it back to me then and

I'll

> > find someone who will. Pam wrote back, oh, we can too just fix the

latch.

> > $35 later, the camera was sent back to me and it's been operating fine

ever

> > since, three years later.
> >
> > 2) I sent in a used (and much abused) Mamiya RB67 for CLA, along with a

120

> > film back, waist level finder and 90mm lens. They sent it back and

hadn't

> > even touched the lens. It had a knob (MLU) that had been broken off of

it

> > and obviously glued back on--had a big drip of glue under the knob (I

bought

> > it that way on Ebay--gave the guy a neutral review for not disclosing

that

> > little fact, too). I sent the lens back and they fixed it without

charging

> > me additionally--still, you'd think they'd at least check the knob to

see if

> > it turned, let alone functioned properly. I took some shots with the

camera

> > when I got it back only to find horrible light leaks. I didn't think

too

> > much of it at the time, figured I send it back in when I got the chance,
> > which wasn't until two or three months later. No big deal, they've got

a

> > sixth month warranty on all repairs, at least that's what it says on

their

> > Web site. So, when I got around to it, I wrote KEH repair (read Pam

Knable)

> > and told her I had a film back still in need of repair and which was

still

> > under their six month warranty. Pam wrote back to say Pro equipment

only

> > had 1 month warranty. I wrote back and asked what constituted pro
> > equipment. She wrote back and said, my RB67 for one. I wrote back and
> > said, I'm not a pro and the camera had been on the shelf since I

discovered

> > the light leak. She wrote back and said, just send it in and we'll fix

it.

> > I wrote back and asked, will it be under warranty, she wrote back and

said

> > no. So I called her and we went back and forth on the subject. I

remained

> > calm, but she got real pissed off. After that I wrote her manager. The
> > only way I could get to him was to send an email to sales (I'd asked Pam
> > several times to let me talk to her boss, each time she ducked the

issue)

> > explaining what the problem was, i.e., Pam. The repairs manager wrote

me

> > back within an hour saying, of course send it in and of course we'll

honor

> > the warranty. I did, they took care of it, and I'll not use KEH repair
> > again. Who needs the aggravation.
> >
> > So, no, I don't recommend them, not for repairs. KEH is a great place

to

> > buy used equipment, and that's all I've got to say good about them.
> > mc

>
> Matt:
>
> I apologize for your bad experiences with dealing with our repair
> service department. To make a long story short within our repairs
> customer service funtion we have made several personnel changes over
> the last six to nine months.
>
> Also, feel assured the business philosophy KEH was founded on of 100%
> customer satisfaction not only holds true with our camera sales, but
> also segments of our business including the repair department.
>
> Based on our customers feedback we have implemented a quality
> assurance tracking system by repair technician in order to strive for
> 100% customer satisfaction.
>
> Again I apologize and would have to say based on the changes we have
> implemented within the repair department, if you were to try KEH
> repairs again you should not encounter any such problems in the
> future. Also if you ever have problems just ask to speak with our
> repairs manager Bill Tomlinson and I will assure you he will do
> whatever it take to make you a satified customer.
>
> Kindest regards,
> Steve Merrick
> [url]www.keh.com[/url]

Well Steve, it only took me a month to see your reply. I'm a little slow
sometimes! Thanks for it all the same, and I'll try your service again.
Matt Clara

[Danny]

"Matt Clara" <no.email@this.fellas.expense> wrote in message
news:ItmQa.139531$ZC.15969@news.easynews.com...

> "Steve Merrick" <steve@keh.com> wrote in message
> news:3f1eba74.0306251424.4f80088f@posting.google.c om...

> > "Matt Clara" <no.emails@this.guys.expense> wrote in message

> news:<9X5Ga.1005575$vw6.7336626@news.easynews.com> ...

> > > "Krapp" <mishak2000@hotmail.com> wrote in message
> > > news:bc24f670.0306121202.32d84e60@posting.google.c om...

> (snip-deluxe)
>

It's nice to see when folks take the time to look after customer opinions.
I will keep KEH in mind when the time comes for me to have a repair done...

Danny

[SBieszczad]

Actually, they're quite fair, but can be a little slow because they don't do
all their own work.

I bought an extra Nikon F4E from KEH and while it did fire, the shutter was
only exposing about a third of the frame. I returned it within their warranty
period and they wrote back saying they'd cover the $320 repair cost; but had to
send it back to Nikon because of the complexity of the problem.

Anyway, it did take two months to fix but it works like new and they even
returned it by UPS Next Day Air. It's been my experience that you can trust
KEH.

Scott

[William Graham]

SBieszczad <sbieszczad@aol.com> wrote in message
news:20030714195520.23514.00000280@mb-m22.aol.com...

> Actually, they're quite fair, but can be a little slow because they don't

do

> all their own work.
>
> I bought an extra Nikon F4E from KEH and while it did fire, the shutter

was

> only exposing about a third of the frame. I returned it within their

warranty

> period and they wrote back saying they'd cover the $320 repair cost; but

had to

> send it back to Nikon because of the complexity of the problem.
>
> Anyway, it did take two months to fix but it works like new and they even
> returned it by UPS Next Day Air. It's been my experience that you can

trust

> KEH.
>
> Scott

Yeah.....Unless you're the guy that sold them that F4E to begin
with.....They're hiding in the bushes waiting for him..........