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| - It pains me to write this because I've been a patron for many years buying various odds and bits when I couldn't wait for online orders to ship. But their repair service has repeatedly let me down to the point where I don't think I want to give them any of my business anymore.
On the first occasion, they managed to completely lose track of a fairly expensive lens I had left with them to be repaired. They never called me with updates like they kept promising. I was always the one calling them, and having to re-explain my story to people who all gave me different excuses and were more preoccupied with shifting the blame than figuring out where my lens had gone. They seemed to be making time more than looking into it.
Thankfully they eventually found it, but the ordeal took a few months.
Good thing I had other equipment that could stand in.
On the second occasion, my worries began on the day I left the camera with them because three employees were confused as to how the form was filled out, and whether that was the correct form at all, of course blaming someone else in the process. I was glad I hung on to my receipt.
I was told they would contact me within about a week with an estimate. After three weeks I was still without news so I called them, and was told off-hand that because of the type of camera, it could easily take four to six weeks. I wasn't happy but it didn't look like I had a choice. Finally after two months with still absolutely no news from them, I called back and explained the situation. Apparently the repairman was waiting to get some additional equipment from me to test the camera. I asked why no one ever contacted me to tell me this. No answer. I asked how long that request had been pending. Apparently since after one week. I asked why I was told 4-6 weeks, and why no one checked my file at that point. He didn't know, and said 4-6 weeks is completely wrong.
I'll now be dealing directly with the repairman, as it seems the Photo Service team is incapable of getting their ducks in a row, or of providing a suitable explanation for why things go wrong. Unprofessional and unaccountable are not qualities I want to see in people I let handle expensive photo equipment.
Bottom line, if you rely on your equipment for work and need it back in a predictable amount of time - avoid this place. Having broken equipment is difficult enough; if you need the repair experience to not be an additional source of stress and frustration - avoid this place.
In fact, probably best getting acquainted with mechanics and repair shops directly and developing your network of people who can stand by what they do.
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