Versalab Parallel alignment tool BEWARE!!!!!!!!!!!!!!!!

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Bernard - 25 Mar 2004 22:17 GMT

Hi,
I have got a package from versalab these days. I have purchased a
PARALLEL alignment tool. One big reflective glass was broken when I
opened the package. I told this circumstances versaleb. The response
was beastly. This is the response of versalab:

>We have never, in thousands of units, had this problem. We have

shipped >around the world for years.

Regards,
John Bicht

What should I say more??!!

Univ.Prof. Bernhard Augl

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Gary Beasley - 25 Mar 2004 23:46 GMT

>Hi,
>I have got a package from versalab these days. I have purchased a
[quoted text clipped - 10 lines]
>
>Univ.Prof. Bernhard Augl

First you should make a claim with the shipper, most of them will pay
for items damaged in transit. Next get back to Versalab and rattle
thier cage loudly. Arguing with customers in such matters is bad
business.

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jjs - 26 Mar 2004 02:09 GMT

> Hi,
> I have got a package from versalab these days. I have purchased a
[quoted text clipped - 3 lines]
> >We have never, in thousands of units, had this problem. We have
> shipped >around the world for years.

> What should I say more??!!

Regardless of their response, are they going to do something about this?
Are they going to replace the part? Judge them by what they do, not by
what they say.

Reply to this Message

Bob Stewart - 26 Mar 2004 04:58 GMT

Actually, I found them very consumer unfriendly when I was looking to
buy one of their print washers. I live in Alaska and they were
inflexible on shipping. I ended up buying a used one from someone who
shiped it USPS, but Versalab mised a new product sale in the deal. They
could learn some lessons from Lee Valley, L.L. Bean, etc.

> Hi,
> I have got a package from versalab these days. I have purchased a
[quoted text clipped - 12 lines]
>
> Univ.Prof. Bernhard Augl

Reply to this Message

Laura Dearborn, Versalab - 01 Apr 2004 20:56 GMT

Versalab has been in the darkroom business since 1996. Aside from our
print washers and Heiland densitometers and Splitgrade imports, we
have sold over 1500 Parallels, both in America and internationally.
We have a wonderful reputation, as can be seen in the Testimonials on
our website, Versalab.com. We are very proud of having developed this
reputation and obviously we want to take care of it.

Since 1998, when we introduced the Parallel, only two customers have
called to say the reflector was broken both acknowledged that they
had dropped it. In both cases, we replaced the reflector at no
charge.

When Mr Augl emailed us about his problem, we responded as he states
we wanted to enter into a conversation to see what had happened.
Instead of conversing, he threatened. Even after we had promptly
emailed back, the same day March 25, that we would take care of him,
he then posted on this site that we were not taking care of him.

Versalab's situation needed to be posted also. His reflector, at no
charge for the part or the overseas postage, has been sent to him. We
always take care of our customers, even if there are a few who don't
take care of us.

Thank you for listening.

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Jim Phelps - 02 Apr 2004 15:46 GMT

For what it's worth, I just received my Versalab Parrallel and the
reflectors were not broken.

What I also find funny is two Germans upset over customer service... In
this country, customer service is about as extinct as Saber Tooth Tigers...
I'm still waiting for the einmischhebel for my shower that I asked if it was
still available in December, February came the 'Yes' answer and then could
place the order. I still can't use my new shower... I wouldn't have asked
if they had one if I wasn't going to buy it if they did (Globus Baumarkt,
St. Wendel)!!!

Reply to this Message

Alecj - 02 Apr 2004 18:36 GMT

Well Jim, if you haven't used your shower since December, I URGE you to
concentrate on LANDSCAPE photography - even camping OUT while doing so.
Avoid INSIDE jobs. Seek PRIVACY.

Bet you were wondering why everybody's been avoiding you lately, huh?
<g

Reply to this Message

Laura Dearborn, Versalab - 02 Apr 2004 01:56 GMT

> Hi,
> I have got a package from versalab these days. I have purchased a
[quoted text clipped - 10 lines]
>
> Univ.Prof. Bernhard Augl

Reply to this Message

Peter De Smidt - 02 Apr 2004 05:39 GMT

<snip>

> When Mr Augl emailed us about his problem, we responded as he states –
> we wanted to enter into a conversation to see what had happened.
> Instead of conversing, he threatened. Even after we had promptly
> emailed back, the same day March 25, that we would take care of him,
> he then posted on this site that we were not taking care of him.

<snip>

You could have avoided the problem by simply stating, "we'll be happy to
replace the reflector" in the first place. Instead, you used language
that implied (from the customer's perspective) that there would be
difficulty with his getting a replacement. Whenever I've been told "this
has never happened before", I've always had troubles with the seller.
Plus, instead of simply stating that the problem was fixed, you impugn
your customer on a public forum. That's very bad form. I own two
Versalab products, the parallel and the 11x14 print washer, but I'll
hesitate buying anything else. Try dealing with Lee Valley if you want
to see how customer service should be handled.

-Peter De Smidt

Reply to this Message

jjs - 02 Apr 2004 15:42 GMT

> [...]
> You could have avoided the problem by simply stating, "we'll be happy to
> replace the reflector" in the first place. Instead, you used language
> that implied (from the customer's perspective) that there would be
> difficulty with his getting a replacement.[...]

You don't know how the exchange went.

Reply to this Message

Peter De Smidt - 02 Apr 2004 15:53 GMT

>>[...]
>>You could have avoided the problem by simply stating, "we'll be happy to
[quoted text clipped - 3 lines]
>
> You don't know how the exchange went.

Yes, I do, as both parties agreed on the content of the original exchange.

-Peter

Reply to this Message

Mike King - 02 Apr 2004 19:20 GMT

I've read this exchange and would like to point out that Versa-Lab did not
take the first shot but merely replied to what had already been said about
their service in a public forum.

--
darkroommike

----------

> <snip>
> >
[quoted text clipped - 18 lines]
>
> -Peter De Smidt

Reply to this Message

Peter De Smidt - 02 Apr 2004 20:13 GMT

> I've read this exchange and would like to point out that Versa-Lab did not
> take the first shot but merely replied to what had already been said about
> their service in a public forum.
>
> --
> darkroommike

Right, but if Versalab had responded to the customer appropriately in
the first place, he wouldn't have felt the need to go public with
criticism. Second, Versalab has nothing to gain from taking shots at a
customer in a public forum, since it makes them look bad no matter what
the facts are. They should have fixed the mistake of their first
response to the customer by apologizing for the problem and saying that
a replacement was being sent out expeditiously. They could have
responded to the customer's public complaint by saying something on the
newsgroup like, "We're very sorry that Mr.________'s large glass
reflector got broken in the mail. This type of shipping problem is
extremely rare, and we've sent a replacement part free of charge. We're
sorry that in addition there seems to have been a communication problem,
and we'll take steps to prevent this in the future. Please rest assured
that we are committed to providing the highest levels of customer
satisfaction." That's the course of action that they should have taken
if they really are committed to providing good customer service.

-Peter De Smidt

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