Cameras Etc. Inc.

First let me say that this is only the second time in Cameras Etc's year existence that we have had to respond to a consumer complaint from the Revdex.comOur reputation and community standing is very important to me and our entire staff
The "manager" mentioned by the complainant was
actually myself, the owner of Cameras Etc
I was approached by the customer who said he had dust spots on his digital SLR camera's sensorOur policy is to professionally clean the sensor with precision by an employee who has been trained to do so properlyOur price for that service is $80-depending on the camera's sensor type.This price is less than the camera manufacturers charge (Nikon just recently quoted a customer a minimum of $143) and is performed
without the inconvenience of shipping charges and lack of the camera's usage for up to 5-10 daysWe use professional Delkin and Carson lighted scopes to identify the dust and professional cleaning tools to perform the workIf sensor cleanings are done improperly, they can result in the dust still being visible and/or damaging the sensor to the point that a repair or replacement \s needed by the camera manufacturer usually averaging in the hundreds of dollars
The amount of work in cleaning the sensor can take anywhere from 10-minutes including testing to see if the dust has been correctly removed and not just swept to the edge of the sensor where it will eventually come back to being visible in photos taken laterWe also carefully ensure that there are no marks or smears left on the sensorWe perform on
average at least 4-of these cleanings a week on both professional and amateur camerasWe have, until this point, never had a complaint about the service or pricing
I told the customer that "We charge an extra charge" to do the cleaning while a customer waits since I have to take an employee away from waiting on other customers to perform the cleaning.The customer said that was OK since he was from out of townYes, the cleaning took only about minutes or so (not 5) and was performed properlyAs far as I know,we are the only camera store in Delaware offering this service and, as I stated before, our price is in line with the manufacturers
Iam sorry the customer is unhappy but we cannot refund him any money as it would be unfair to all the other customers who have been happy to have us here to take care of their dust problems
Any further questions, please do not hesitate to call me in the Wilmington store at the above number

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is (with reservation) satisfactory to me.  I am accepting this only to move on.  The two previous times I had to have the sensor cleaned of dust, in Maryland, there was no charge.  I'll accept times have changed as the last time was a while ago.  I still think the amount for less than 10 minutes of work is excessive; we all have expertise in various disciplines, fees and charges for this expertise should be fair but apparently for dust removal, they are excessively high now.  I will put this behind me and thank the Revdex.com for the chance to have it reviewed.

Review: I stopped by a little after 4:00 p.m.on Friday, April 25 asking about having a speck of dust removed from the sensor of my D200 SLR. The store manager, expressed pleasure in helping me and said I would have to leave the D200 for a few days. When I explained my situation of being from Maryland and on my way home, the manager said he might be able to have it done today, but a cost might be incurred. I figured a small fee at the most since most stores do not charge to do the work, but provide it as a service. However, after the technician returned my camera about 5 minutes later, he said it would cost $80 for a couple of minutes work. At that point, I was stuck. I have had a lot of experience with quite a few very good camera stores in the past in addition to working at Ritz back in the "old" days of customer service. Friday's event suggests to me an attitude that helps to explain why, sadly, the quality camera store is becoming non-existent. To try to justify such a ridiculous cost for the service rendered in no way would be valid. The more I think about the situation, the more stupid I feel -- and ashamed that I was used and abused. If I would have been told that any fee that excessive would be charged, I would never have agreed to have them clean the sensor. When I asked (the manager), I was told that to do it quickly rather than leave it for a few days would have a small fee (suggesting that if I left if for the few days, there would be no cost). I've been used and abused. The technician said the manager must have failed to mention the (high) cost. I bought my first digital Nikon from cameras etc, a D70, years ago at the Newark store, have made several purchases since then and in addition to several accessories, I now have three Nikon digitals -- but from now on I will use other sources. Also, I asked them to please remove my name from the wait list for the new Tamron Zoom -- I'll get it elsewhere. I would think the store would be embarrassed at taking advantage of my situation. Disgraceful.Desired Settlement: A credit of at least $70 would be fair; anything less would be usury at best and very questionable.

Business

Response:

First let me say that this is only the second time in Cameras Etc's 37 year existence that we have had to respond to a consumer complaint from the Revdex.com. Our reputation and community standing is very important to me and our entire staff.

The "manager" mentioned by the complainant was actually myself, the owner of Cameras Etc.

I was approached by the customer who said he had dust spots on his digital SLR camera's sensor. Our normal policy is to professionally clean the sensor with precision by an employee who has been trained to do so properly. Our price for that service is $80-100 depending on the camera's sensor type.This price is less than the camera manufacturers charge (Nikon just recently quoted a customer a minimum of $143) and is performed

without the inconvenience of shipping charges and lack of the camera's usage for up to 5-10 days. We use professional Delkin and Carson lighted scopes to identify the dust and professional cleaning tools to perform the work. If sensor cleanings are done improperly, they can result in the dust still being visible and/or damaging the sensor to the point that a repair or replacement \s needed by the camera manufacturer usually averaging in the hundreds of dollars

The amount of work in cleaning the sensor can take anywhere from 10-30 minutes including testing to see if the dust has been correctly removed and not just swept to the edge of the sensor where it will eventually come back to being visible in photos taken later. We also carefully ensure that there are no marks or smears left on the sensor. We perform on

average at least 4-6 of these cleanings a week on both professional and amateur cameras. We have, until this point, never had a complaint about the service or pricing.

I told the customer that "We charge an extra charge" to do the cleaning while a customer waits since I have to take an employee away from waiting on other customers to perform the cleaning.The customer said that was OK since he was from out of town. Yes, the cleaning took only about 10 minutes or so (not 5) and was performed properly. As far as I know,we are the only camera store in Delaware offering this service and, as I stated before, our price is in line with the manufacturers.

Iam sorry the customer is unhappy but we cannot refund him any money as it would be unfair to all the other customers who have been happy to have us here to take care of their dust problems.

Any further questions, please do not hesitate to call me in the Wilmington store at the above number.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is (with reservation) satisfactory to me. I am accepting this only to move on. The two previous times I had to have the sensor cleaned of dust, in Maryland, there was no charge. I'll accept times have changed as the last time was a while ago. I still think the amount for less than 10 minutes of work is excessive; we all have expertise in various disciplines, fees and charges for this expertise should be fair but apparently for dust removal, they are excessively high now. I will put this behind me and thank the Revdex.com for the chance to have it reviewed.