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ManVan

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Bit of a rant.

Having made a recent purchase from Grays I was left to consider their offer of "Nikon Owner" membership along with the benefit of 3 years warranty on my newly purchased Nikon camera and grip.

Admittedly I was expected to return to them with my decision within a week or so (their words not mine) of purchase but actually forgot all about it until 2weeks after purchase.

This week, having made a number of calls to Grays, and despite repeated promises that someone would get back to me (they didnt) I have finally managed to speak to someone who advises that "as the sale was made on the 11th of May the warranty cannot be offered".

Admittedly my fault for forgetting to call them sooner but not my fault my calls were not returned, I am now left feeling rather let down.

I was initially excited at the prospect of being a Grays customer, being able to participate in their various training events and feeling genuinely to be a part of a thoroughly nice organisation by association. The euphoria lasted all of 20 days.

What was (I thought) going to be a long and happy relationship has now soured somewhat. If only I'd gone to Jessops (now reopened in Horsham).

Rant over and feeling much better for it.

Thanks for listening.
 
ManVan said:
Bit of a rant.

Having made a recent purchase from Grays I was left to consider their offer of "Nikon Owner" membership along with the benefit of 3 years warranty on my newly purchased Nikon camera and grip.

Admittedly I was expected to return to them with my decision within a week or so (their words not mine) of purchase but actually forgot all about it until 2weeks after purchase.

This week, having made a number of calls to Grays, and despite repeated promises that someone would get back to me (they didnt) I have finally managed to speak to someone who advises that "as the sale was made on the 11th of May the warranty cannot be offered".

Admittedly my fault for forgetting to call them sooner but not my fault my calls were not returned, I am now left feeling rather let down.

I was initially excited at the prospect of being a Grays customer, being able to participate in their various training events and feeling genuinely to be a part of a thoroughly nice organisation by association. The euphoria lasted all of 20 days.

What was (I thought) going to be a long and happy relationship has now soured somewhat. If only I'd gone to Jessops (now reopened in Horsham).

Rant over and feeling much better for it.

Thanks for listening.
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... I don't really understand what you are ranting about? The fact that they replied late?

Or that you forgot to call them? I can't really see how this is their fault.
 
"This week" was still over 2 weeks from the date of purchase ... maybe disappointing but not "within a week or so", as you say 20 days as of today.
 
I think that's pretty shabby of grays. Not designed to make him a repeat customer is it. Especially as a "week or so" isn't very specific.
 
gramps said:
"This week" was still over 2 weeks from the date of purchase ... maybe disappointing but not "within a week or so", as you say 20 days as of today.
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Agree. Had you rang after 5 days, and they not called back fair enough, but you were late.
 
I accept all of your comments and yes I was a little tardy with my initial response. That said, is a few days worth arguing about when considering potential future business

In my world I would expect to apply a little flexibility ( perhaps Ive got that wrong as well)
 
ManVan said:
I accept all of your comments and yes I was a little tardy with my initial response. That said, is a few days worth arguing about when considering potential future business

In my world I would expect to apply a little flexibility ( perhaps Ive got that wrong as well)
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Yes but where do you draw the line, you've got to look at it from both sides, yes there communication was poor there is no denying that but as to the warranty if if you've waited nearly 3 weeks to do it that is not there fault...
 
I found grays slow to respond when I was enquiring about a used supertelephoto lens. I ended up getting it from Parks, new, because of the poor communications.
 
Had you called within the week you would've had a case. I've just ordered a used item from them on the basis of the 18-month warranty

I could rant on about other retailers, but on the whole their positives outweigh the negatives.
 
If you feel it's really worth being a member, my next step would be to write to the manager, compliment them on the service received when you purchased, include details of your purchase (receipt no etc) and explain your disappointment at having missed the deadline. Make them understand you accept responsibility for this, but explain that you would like to become a regular customer, highlight their great reputation and play to the ego a little, then ask them if they would reconsider extending their offer to you as it would be really appreciated etc. It may just do the trick.
 
beercan said:
If you feel it's really worth being a member, my next step would be to write to the manager, compliment them on the service received when you purchased, include details of your purchase (receipt no etc) and explain your disappointment at having missed the deadline. Make them understand you accept responsibility for this, but explain that you would like to become a regular customer, highlight their great reputation and play to the ego a little, then ask them if they would reconsider extending their offer to you as it would be really appreciated etc. It may just do the trick.
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Yes, that is beating them over the head with a feather duster. Worth a try, but better done before arguing.
 
I have always found a polite, "soft" approach works much better than just arguing about something...
If a customer kicks off at me, I'm less inclined to help than if they make their case in a passive, "asking" manner.
The point I'm making is that most staff simply don't want to help people who are kicking off at them but are willing to help accommodate a friendly request.
 
I just contacted Grays about your issue. They asked me to say that they have just spotted this; the salesperson you spoke to was not aware he could be a little flexible. They are, in fact, happy to offer you the Nikon Owner subscription + 3 year warranty and they will keep this offer open until Fri 14 June, giving you an additional 2 weeks. Please call Tabitha on 020 7828 4925. They send their apologies and hope that this will extend your euphoria!
 
I would suggest they need to be a bit more specific than "a week or so" as I would read three weeks as still being within a week or so (others may not).

Glad it is resolved but strange first post ^
 
beercan said:
If you feel it's really worth being a member, my next step would be to write to the manager, compliment them on the service received when you purchased, include details of your purchase (receipt no etc) and explain your disappointment at having missed the deadline. Make them understand you accept responsibility for this, but explain that you would like to become a regular customer, highlight their great reputation and play to the ego a little, then ask them if they would reconsider extending their offer to you as it would be really appreciated etc. It may just do the trick.
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Wow a really helpfull and sensible post, it seems these days people just want rant back at rants instead of offering advice on how to proceed.

Steve
 
uptone said:
I just contacted Grays about your issue. They asked me to say that they have just spotted this; the salesperson you spoke to was not aware he could be a little flexible. They are, in fact, happy to offer you the Nikon Owner subscription + 3 year warranty and they will keep this offer open until Fri 14 June, giving you an additional 2 weeks. Please call Tabitha on 020 7828 4925. They send their apologies and hope that this will extend your euphoria!
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Some good advice given generally and thanks for that but the above is a totally unexpected result. Thanks Uptone for taking the trouble on this one - much appreciated.

Regards.
 
uptone said:
I just contacted Grays about your issue. They asked me to say that they have just spotted this; the salesperson you spoke to was not aware he could be a little flexible. They are, in fact, happy to offer you the Nikon Owner subscription + 3 year warranty and they will keep this offer open until Fri 14 June, giving you an additional 2 weeks. Please call Tabitha on 020 7828 4925. They send their apologies and hope that this will extend your euphoria!
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What a nice thing to do :clap: And well done Grays too, that's how to do business.
 
Not at all surprised Grays have stepped up and put this right, I've always found them superb to deal with.
 
Not at all surprised Grays have stepped up and put this right, I've always found them superb to deal with.
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Me too.
 
Might have been better if they were more transparent. Bit suspicious that Uptone is connected with Grays as to join forum and make one post immediately sorting out an issue suggests this post was highlighted via a search and the response was damage limitation.

Anyway, got the right result which is all that matters I suppose.
 
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