Headshots from Hell
My first (and last ) experience dealing with Henrys cameras and Headshots (their affiliate). I write this really to give fair warning to anyone who may think to deal with headshots to think twice and not waste their time.
This was my experience trying to buy a large format printer from headshots ($3299 plus tax).
1. I went to a demonstration at Henry's store to see IPF6100 Large format printer. I spoke at length to the General manager of Headshots in Toronto. He was knowledgeable about his product , however purchasing it was another story.
2. Headshots GM advised me the printer would be delivered to my home, and set up by their people. The printer weighs 150 lbs with stand, so this is not something you bring into the house by yourself.
3. I initially wanted the printer brought upstairs to my office, but after receving a quote of $212 Cdn + GST/PST to cover insurance, I declined and suggested they deliver as per the original deal (by their people, free) to my home, but instead, set up in my basement where damage to home was not at risk.
4. They reneged on that offer. Instead, they said I should contact Henry's in Missisauga and buy the printer from the store, that they would ship out to me.
5. I contacted the Manager of Henrys Mississauga, she said they do not ship these products because of liability (size of product and concern over health and safety of staff picking it up). She said instead, the printer would be shipped from the warehouse to the store, and that I could pick it up from there with my own people.
6. I said fine, but that I needed the printer delivered to the store before June 30 since I was away on vacation in July. I said I would give 10% now and balance on pick-up.
7. Henry's store manager stated she could not promise the product would be shipped before July 1st (that was on June 12, 2009), her official statement was "probably". She further stated if it arrived in the store after June 30th, and I did not pick it up in July, they would not hold it (I am away for 3 weeks on vacation in July).
8. I stated it was absurd that they offer a promotion which ended June 15, and not have any product. She stated they had the product in the warehouse in Vaughan. I asked why it would take more than 7 business days to move one printer from Vaughan to Mississauga. She was emphatic that it was take it or leave it and that if it didn't arrive by June 30, I could always drive out to the store and ask for my money back. I said forget it, that people don't set out to buy a product only to go back a week later and ask for their money back.
9. Now Monday the 15th, last day, I call the Canon rep in charge of these printers. I tell him the story, and that really, I just want to buy it, but want to know what it would cost to deliver to my home (garage) or to Mississauga store. He says he knows for a fact Mississauga has 4 printers in stock, but that he will call them and call me back in 10 minutes. Sure enough, he calls me back and states $126 to deliver to my garage at home, or I could pick-up in Mississauga store June 19th - drop dead date the 23rd.. I say fine. I will pick up at store. I then arrange with an independant driver to pick it up in Mississauga. He advises me to email Headshots to solidify the deal.
10. I contact Headshots by email, notifying them I want the product shipped to Mississauga and that I will pick up from there.
11. One hour later, I receive an email from the GM at Headshots stating they will not deliver to store. Now, if I want it, I must either pick it up at Vaughan (warehouse) or they will deliver to a place with a FOB (dock).
He asks me to call him to advise my intentions.
12. I call the GM back within 20 minutes at the number he provided, a salesman answers. Apparently, the GM is AWOL - but the salesman assures me he can help me. I explain all over again. I also tell him I have no "FOB" - that the driver is an independant, and that he is not an enterprise with a warehouse. I state this is absurd. Henry's website states the printer is in stock, delivery in 4 days. Where does it state they only deliver to a warehouse with a dock? The salesman offers to deliver to my home and set up in my basement for $45.00 stating he just did this for another client. I accept.
13. I email the salesman the terms of the deal, authorizing him to charge my Visa (20% deposit) conditional to the delivery conditions and dates ($45.00 delivered by June 23). He accepts and charges my Visa. Finally, done.
14. About 3 minutes later, Another salesman from Headshots calls me. He asks me all over again, to recite the deal. He states $45.00 is too cheap, that they did this for a customer who was around the corner. But this was further. I tell him this is really the Kevorkian method of Customer Service, that I presumed by tormenting me with continued calls, emails, and constant changes to terms and conditions, that I would just commit suicide and go away. He laughs. I tell him I'm quite sick of the treatment by headshots and Henry s but I also am not a Shylock, if this was made in error, I would offer $126 dollars to deliver to my basement as discussed by the Canon Rep. He reluctantly declines the offer, stating that yes indeed, they made the deal, they really should honour it.
15. I'm almost off the phone from this last person (6 in the life history now, and many hours later). And I get an email from Dean the GM at HeadShots. He states the deal is not acceptable, that he will only allow me to pick up at Vaughan to to a Dock or FOB.
16. I am now livid, tell the salesman who is still on the phone that this borders on abuse and that it must be karmic. I tell him to refund my money.
17. I email Dean (GM) and advise that I had no interest in dealing with such an incompetent company . He emails me back that it was essentially my fault for speaking to a salesman from his organization who had no authority to make that offer. I conclude that Headshots hires staff that are not deemed to be trustworthy and that Headshots management would prefer salesman from Headshots do not sell, or speak on the phone to customers since by his statement, salesman don't know anything. (?) This is moving from the sublime to the ridiculous. I email Dean back stating I called him (not the salesman) but that he was no where to be found, and the salesman insisted on helping me. So , instead of blaming me (the customer), he might look inwards at the problem.
18. I close my email noting that contractually, he was bound to deliver the product as stated (for $45) once he charged my Visa, but that I am too busy to sue him for breech of contract. (The Printer is $4000 with tax - not cheap). I tell him I will email Canon tomorrow to advise them of my experience dealing with Headshots.
If you actually read all of this, you have more patience than me. Yes, this is the worst experience in buying camera equipment. I have a new name for Headshots, but I suspect it violates the forum rules for posting.
Last edited by Diane_P; 2009-06-15 at 08:41 PM.