Fotosense:- Service Diary

[TCR4x4]

A run off from http://www.talkphotography.co.uk/forums/showthread.php?t=294021.

I thought I'd create one here so its easier to find if anyone if considering purchasing from them. Make up your own mind!

FOR THOSE WHO CANT BE ARSED TO READ THE ABOVE THREAD.
The issue is I am housebound due to my 5 1/2 hour long spinal operation a few weeks ago and cant get to a Post Office to send the item back. My wife is working all the hours god sends and cant get to a PO without taking time off work and loosing us more money. I suggested to Fotosense they organize a courier to collect the item, but they refused.


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I ordered a lenspen sensorklear loupe from a well known photographic shop. It arrived today, pretty quickly. I opened it up and it was clear from the outset that it had been used before. There were fingerprints all over it. On the top element, there is a massive smudge from a thumb and the whole unit is covered in dust, completely defeating the object of the device. As you look through the hole, the bottom element is covered in dust spots. How are you supposed to clean your sensor when the device you are using to show the dust is itself completely covered?

Despite this I pressed on and removed the battery cover as per the instructions and am greeted by a powdery mess where one of the batteries has leaked and completely ruined the battery compartment rendering the device unusable. I suspect the device has been left switched on, as the button was in the on position according to the manual.

 

[TCR4x4]

Update to the original post.

7th Feb

Their "help" desk has contacted me and said they cannot collect the item as it will cost them too much.

I pointed out to them its illegal to sell used items as new, and they may wish to reconsider.
I await a reply.

 

[TCR4x4]

Next update..
9th Feb

Its been 2 days since I last heard from them, after their initial message. They haven't replied again to my message.

I have contacted them again explaining I shall be booking a courier to collect the item if I haven't heard from them buy tomorrow.
Under the SOGA, they have to refund any return postage incurred aswell as the original purchase price and postage.

Will update again when I hear back.

 

[TCR4x4]

Just got this message

Please allow extra time, i have passed this matt,er onto higher management to see what they will do.
Once i have been given note i will let you know.
Thanks

Looks like I caught them on the back foot, they didnt like my time frame. Lets see what "higher management" have to say.

 

[TCR4x4]

Oo, that was quick.

Hi,
We are able to send a replacment item today, also we can include a prepaid postage pack so your able to send that one back to us when ever you can. This will only need to be put in the postbox.
Or you could give it to your Postman when he comes during the day.
Please confirm if this is ok for you?
Thanks

I dont want another though, as I bought one from amazon which arrived the next day. Ive asked for a refund and accepted a post pack to be sent.

 

[Steep]

You could send it back by rmsd, incuring reasonable costs that they can then refund. I'm no expert in English law but I suspect that the term reasonable comes into play quite a lot in the soga. I don't think you can reasonably expect them to pay courier costs that you incur yourself by way of attempting to 'bully' them into giving you what you want.

/edit resolved before I posted.

 

[TCR4x4]

If you read the whole thread I cant send the item back via the post office because I cant get there. If I could, there wouldnt be an issue.
Whats reasonable when Im confined to my home and and have no-one else to get to a post office without taking time off work and loosing us valuable income?

Im not going to start another big long thing about it on here. They broke the law, they can fix it. End of.

 

[TCR4x4]

Oh and the courier cost was £7.14, so not exactly bank breaking for them when RMSD would cost around £5.

 

[sep9001]

Thanks Tom,

Was looking at getting a sensor cleaner from them, will give it a miss.

 

[TCR4x4]

Semi result. They are sending a pre paid postal bag today and will refund upon reciept.
Lets see if they do, or if they claim it never turned up etc etc..

 

[B1ts]

If you read the whole thread I cant send the item back via the post office because I cant there. If I could, there wouldnt be an issue.
Whats reasonable when Im confined to my home and and have no-one else to get to a post office without taking time off work and loosing us vaulable income?

Im not going to start another bif long thing about it on here. They broke the law, they can fix it. End of.

To be fair to Steep though that is not clear from this thread so expecting him to have aquainted himself fully with your other thread which you chose to split from for clarity by your own admission is maybe a tad harsh?
I appreciate you linked to it but it is not surprising he made his comment given the content of this one really I would have thought?

 

[TCR4x4]

Well maybe so, but its not hard to read the first few lines of the other post before jumping in accusing ME of Bullying THEM.

I shall amend my first post to make it perfectly clear for those who cant be arsed to read the full story on the other thread.

 

[whitey]

You could send it back by rmsd, incuring reasonable costs that they can then refund. I'm no expert in English law but I suspect that the term reasonable comes into play quite a lot in the soga. I don't think you can reasonably expect them to pay courier costs that you incur yourself by way of attempting to 'bully' them into giving you what you want.

/edit resolved before I posted.

If you read the whole thread I cant send the item back via the post office because I cant get there. If I could, there wouldnt be an issue.
Whats reasonable when Im confined to my home and and have no-one else to get to a post office without taking time off work and loosing us valuable income?

Im not going to start another big long thing about it on here. They broke the law, they can fix it. End of.

Thats alittle harsh considering, I didn't read that topic either so that puts me into the same bracket as Steep

also find no need for the arsey edit to be fair

FOR THOSE WHO CANT BE ARSED TO READ THE ABOVE THREAD.

Without reading the other topic as I had concentrated on THIS topic I thought Steep was offering a helpful response to an issue

Anyway, enough of that, hope everything went well with the op and you have a speedy recovery

 

[TCR4x4]

Wasnt an arsey edit at all. If this was someone elses post I doubt Id read the other thread either. Just drawing notice to the facts I originaly ommited as to make the situation clear for those who read this thread before they comment on how unfair Im being to a company trading illegally.

It should never have got this far. As soon as I told the company they should have been bending over backwards to sort it, but from my communication with them, its seems as though they dont really give a damn and will quite hapilly screw anyone else over.

If you are happy to get screwed then go for it, But I personally wouldnt want anyone on this forum getting buggered.
Excuse my tone, but Im ****ed of with them and have every right to be.

 

[Beagletorque]

The biggest surprise about this story to me is that you appear not to have anyone (friend, family, neighbour....) willing to pop to the PO for you? Very sad.

 

[nikonuser]

My one and only purchase from Fotosense has been good, item in stock, fast delivery, well packed and a very easy transaction.
So one bad report should not stop people from purchasing from this Company who offer good prices compared to other retailers......I have no interest in Fotosense but would buy confidently from them again
Dave

 

[f1charlie]

I also used Fotosense before Christmas to purchase a backpack - best price, quick delivery and well packaged.

Unfortunate that their after-sales support appears to have made a mountain out of a mole hill in this case.

 

[TCR4x4]

The biggest surprise about this story to me is that you appear not to have anyone (friend, family, neighbour....) willing to pop to the PO for you? Very sad.

As I said my wife works all day, My family live miles away and two are both currently in hospital themselves anyway and I don't really know any of my neighbours. Thats the world we live in Im afraid.

Im not saying dont buy from them. If you want to, then go ahead. Im just giving my experience. Which Im afraid hasnt been good.

I still havent had an apology from them either.

 

[chphotos]

I'be used Fotosense before without any problems. Competitive price and quick delivery.

 

[Canon60d]

I ordered a lowepro 300aw from them cheapest price fast delivery can't complain but a good comphany with lots of customers are undoubtedly going to have a few problems now and again leading to upset customers

 

[siomn]

So you received the faulty goods on a Saturday I would presume they started dealing with your complaint on the Monday and as you have posted they seem to have semi resolved by the Wednesday after, given the fact that they would not have been aware of your incapacity and the fact you had no other possible way to either get the item to the post office or book a collection from the post office via the royal mail, Seems pretty good service to me,surely the only cause for complaint is that a "second" item was sent out by mistake in the first place.

 

[TCR4x4]

So you received the faulty goods on a Saturday I would presume they started dealing with your complaint on the Monday and as you have posted they seem to have semi resolved by the Wednesday after, given the fact that they would not have been aware of your incapacity and the fact you had no other possible way to either get the item to the post office or book a collection from the post office via the royal mail, Seems pretty good service to me,surely the only cause for complaint is that a "second" item was sent out by mistake in the first place.

What??

I think you have entirely the wong end of the wrong stick.

There is no second item, I havent posted the original back yet as I havent recived the postpack, Ive never mentioned the speed of the service.

I made them aware of my incapacity on the very first message I sent them and asked them if they could organise a colelction. I got a reply a couple of days later saying they couldnt collect the item due to the cost. I emailed back saying I had no way of posting it back. It was then 2 days and I heard nothing, so emailed again saying I;d organise the cheapest courier I could find (£7.14) and they could refund it. Then later that day I think it was they resolved the matter. As I said I am yet to recieve the postpack so havent sent the item back yet.

The issue was never about speed, it was about a faulty, used item being sent as working and new.

 

[siomn]

Oh dear, Who seems to have got the wrong end of the Stick?

You have clearly mistook a "second" item I.E one that is faulty/not fit for purpose, for a second item being one more than one.

You presumably emailed them on the Saturday when you received the item and posted on here immediately without giving them any opportunity to correct the error, which they may not have been aware of until they returned to work on the Monday. There could be a number of reasons why the item was sent out in the first place, Including Human error and we are all human are we not.

 

[TCR4x4]

Ok yes, I understand you now.

Anyway, as I said, the issue isnt the speed of the service, its the fact I received a used AND damaged item. Surely anyone would be unhappy about that?

Yea I posted here straight away, but also I said on my first post I wouldnt name and shame them until I had a response to my email. It was actually someone else who said I should as it was unacceptable to receive a used item.

I'll await their reply via email before naming, lets hope their service is better in this respect, because if it isn't, someone may get a sore ear today. Im really not in the mood to be messed around.

Name and shame anyway, even if they do provide a replacement still can't escape the fact they sent you a load of old tat

Just to show some of the damage.


DSC_9295 by TCR4x4, on Flickr

 

[fracster]

Forget it, other than to say why not deal direct rather than flame them to hell on here?

 

[TCR4x4]

Forget it, other than to say why not deal direct rather than flame them to hell on here?

Because this forum is about providing YOUR EXPERIENCE and feedback with shops and services.

And Im not a spoiled brat thanks very much, but nice edit.

 

[TCR4x4]

Apparently Im not the only " spolied brat" who has recieved bad service.

Shame some people on here cant see this thread for what its intention was, which was to make you aware of possible problems with a company before you ordered. Thats what the feedback forum was for after all. I guess I was mistaken. It must be to make the sun shine out of the good companies ********s.

I was only trying to help and got a load of abuse. Ive asked for the thread to be closed and wont bother in future.

Taken from reviewcenter.com

Ordered an Interfit 411 flash trigger which appeared to be good value, when it arrived it was clearly secondhand and had been well used.

When I contacted them they would not listen and disputed my word. It was scratched, the battery compartment was marked and the packaging damaged.

what upset me most is their attitude about the whole thing..no apologies, never again, I'll pay more for the postage and next time.

Jessops was out of stock so I ordered a Billingham camera bag for a last rush xmas present on their website and was listed as in stock. Received a few emails over days after placing the order stating it was in low stock and now is out of stock! Had no apologies but FotoSENSE Ltd believe that it is not their fault and is just how sometimes they operate.

How can a company list products in stock and source them from suppliers after a customer completes an order with them! VERY MISSING LEADING ...

I ordered a 2 head lighting studio & a few other bits - it took 10 days to arrive & I received a damaged 3 head lighting studio that had been used & was evidently a customer return. Was this a genuine mistake? or was they hoping I'd overlook the bent lighting stands & keep it as it costs £100 more than the 2 head version I ordered? I complained & they collected it & delivered the correct item this time which was new.

A few weeks later IR transmitter I purchased from them stopped working. ...

 

[justinitus]

DSC_9295 by TCR4x4, on Flickr

Is that bits of food in there??