My first post and its a moan - Digitalrev

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Dem

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Hello all.

Brilliant forum, so much on here to inspire. I was looking forward to trying to contribute, however...

So. I took the plunge and ordered a 650D from Digitalrev. Good price, but it all started to go wrong quite quickly, received an (apparently automated?) email that 'my address could not be verified'.

Then follows a small(ish) wait to receive another email saying that my order had been cancelled and that I could proceed by Bank transfer?

Woah. Wait a minute. I paid by credit card for a very good reason, you are based in Hong Kong, I am based in the UK. I want some degree of protection here.

It's not like I haven't lived at the same address for 13 years or haven't had a verifiable credit history for close on 30 years!

Come on, Digitalrev. Do you really expect me to proceed on a 'cash only' basis? I would suspect that the problem is twitchy, over sensitive security procedures with the credit card company, but you haven't told me that.

So, my first experience of DR? Love the videos, (Kai speaking about being a pedophile sniper was a real classic) but poor buying experience.

Dem.
 
Have you considered making direct contact with them and asking them to clarify the issue?

If it is a bank issue, you can probably still resolve and pay by CC, but it won't happen without actually speaking to the retailer.
 
Hello Dave.

Ta for the reply.

I am in 2 minds.

The price is good but I find the concept of being unable to accept an internationally recognised credit card and suggesting 'bank transfer' to be...troubling.

I mean no disrespect to DR but I will not buy a 'big ticket' item from anyone in a far off land without a degree of fraud protection.

I would love to go ahead with the transaction. I will try an email.
 
Jayst84 said:
Have you spoken to Digital Rev? Poor form to 'have a go' on a public forum if not, especially one that has nothing to do with Digital Rev (besides them advertising on here).
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Spoken to Digital Rev? Nope. Poor form? It's what I thought was balanced. Please don't read into it anything more than I am a bit fed up that DR cannot go ahead when many others have done so.

Puzzled about your 'DR having nothing to do with forum' comment. They advertise. They 'speak' to customers. Also, this is a post about the frustrations I am experiencing trying to buy a DSLR in a digital photography forum. Others speak about other suppliers (and DR).
 
I would suggest you contact your card issuer and ask them
common to have security issues with international transactions
It's to prevent fraud
Was the address you entered for delivery the registered current card address
I have had this in the past with international customers who have to clear the transaction with their card issuer
alternatively buy from the uk
Digital rev are a trusted Hong Kong seller on here I see no problem with paying them by BT
Panamoz offer a 5% discount if you pay them by BT
 
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Dem said:
Spoken to Digital Rev? Nope. Poor form? It's what I thought was balanced. Please don't read into it anything more than I am a bit fed up that DR cannot go ahead when many others have done so.

Puzzled about your 'DR having nothing to do with forum' comment. They advertise. They 'speak' to customers. Also, this is a post about the frustrations I am experiencing trying to buy a DSLR in a digital photography forum. Others speak about other suppliers (and DR).
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I didn't see the need to post about it on a public forum, when you haven't tried to resolve what could well be a simple oversight, or something out of DR's control that could be rectified with a simple email or phone-call.

DR have their own forums I believe, this is just A.N. Other photography forum.

You've had a hiccup with the order, but it's not like you've been scammed or received exceptionally bad customer service. I would've waited until I'd contacted DR (and/or my CC people whichever was relevant) and it had gone one way or the other, before posting about it. :)
 
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Jayst84 said:
I didn't see the need to post about it on a public forum, when you haven't tried to resolve what could well be a simple oversight, or something out of DR's control that could be rectified with a simple email or phone-call.

DR have their own forums I believe, this is just A.N. Other photography forum.

You've had a hiccup with the order, but it's not like you've been scammed or received exceptionally bad customer service. I would've waited until I'd contacted DR and it had gone one way or the other, before posting about it. :)
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Exactly this.
 
Isn't there another thread on these boards having exactly the same issues with the OP and the same responses given? (do a search Dem)

Speak to DR before venting your frustrations on here.
 
Rebel t3i said:
I would suggest you contact your card issuer and ask them
common to have security issues with international transactions
It's to prevent fraud
I have had this in the past with international customers who have to clear the transaction with their card issuer
alternatively buy from the uk
Digital rev are a trusted Hong Kong seller on here I see no problem with paying them by BT
Panamoz offer a 5% discount if you pay them by BT
Click to expand...

My problem is, DR have not said that my card has been declined, so no point in contacting the CC company. I am used to getting the verification call from the CC company but this has not happened.

Again, please do not see my post as doubting every transaction by DR or their integrity. Just voicing the problems I am experiencing. I would have thought DR would have had a stab at sorting things out but maybe I underestimate the size of their operation.
 
tiler65 said:
Isn't there another thread on these boards having exactly the same issues with the OP and the same responses given? (do a search Dem)

Speak to DR before venting your frustrations on here.
Click to expand...
I recall reading a post similar to the op's on here once and it turned out that they had miss keyed their post code when placing the order with DR
 
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Dem if you contact your card issuer they will tell you the problem with the attempted transaction
 
The comment about this should have been on another thread is acknowledged and accepted. I won't make the same mistake again.
 
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There are warranty issues with buying from Digital Rev too - HK warranty - I would avoid mate.
 
An interesting first post experience.

Sincere thanks to those suggesting ways around this. With hindsight, maybe I should have waited and posted the whole experience.
 
Do you not have another CC you could ask them to try?

I remember when I was getting so much hassle, with what I thought was a quality CC (AE), that I gave up on the card completely and took one out with my bank.

I have been reading this thread as I am probably about to buy and have decided that after reading all the positive stuff on this forum I would use DR. But if a member with a significant number of posts made some negative comment I would take note but I doubt new posters would get the same respect. No offence but just a matter of fact.

PS I hope you will update us on how you do get on for the benefit of those like me about to spend with DR
 
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I had issues with using my credit card to get a mobile phone contract because the phone company were using an out of date postcode on their system. My postcode had changed 9 years before, but they didn't recognise the new one!
 
Daydreamer, I do exactly the same as you. I like to look around and read the threads, to get a 'flavour' of people's experiences.

I now see that there are a few on here who have had the same problem, but none who state they have been defrauded etc.

It's a shame that new posters are viewed with suspicion (although I take on board some of the more positive comments on this thread). It's not good that some commercial outfits would use forums to undermine their competition, but I guess that is the world we now live in.

I am going to give DR a call. I will be presenting the same CC as its internationally recognised, and has nothing on it!

This is a big purchase for me. I have been saving for a few months. In fact, I think it is the first thing in quite a few years where I have saved the money prior to purchase (the wife would have killed me otherwise).

I will let you know how I get on.
 
Byker28i said:
I had issues with using my credit card to get a mobile phone contract because the phone company were using an out of date postcode on their system. My postcode had changed 9 years before, but they didn't recognise the new one!
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You have to love some of the 'security' procedures in place. I have had the exact same problem.

Put my postcode in on Googlemaps and there I am for the world to see, but to some companies my address did not exist!
 
Dem

I hope you get the right end result. There are enough stresses in life without this type of niggle.

Good luck :thumbs:
 
it gives the production date of the affected models so a new 650d shouldn't be affected
 
Seems like Canon know the affected batch.

Bit of a silly mistake given the proximity and duration of contact between human skin and the camera grip

Can anyone offer advice between 650d v A65 or should I start a new thread?
 
i run an online shop and regularly have payments turned down to overseas customers because the credit card payment system doesnt like payments made outside the uk or delivered to addresses outside the UK. blame credit card security rather than DR, and its not as easy to find out why its declined either, i get an email from the shop software to say its declined with no reason why, i have to then log in to online banking and go through the failed transactions to find it and then find the reason why, which may be vague like address mismatch or security reason.
 
Dem said:
.

I would love to go ahead with the transaction. I will try an email.
Click to expand...

quick look at their site shows a UK contact number, might be worth just phoning them and asking.

Online Store Hotlines:*

United Kingdom:

08453 550 888 (UK Local Rate) or 02071 938 103

01:00am to 10:15am (GMT) - Lines closed Sunday
*
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Dem.

Some credit card companies are more security conscious than others. I am currently using CapitalOne and chose to use their "on-line purchase" security procedure. This does take a bit of extra time when making a purchase via the Internet, but for me the effort is worth it. I am secure in the knowledge that the transaction will be smooth, plus the fact that the card is "cash back" and does mount to quite a lot over the year.

I have never used DR, but wouldn't hesitate to do so. My advice would be to contact Julie at DR and see if you can solve this problem amicably.
 
scott_mcphee said:
There are warranty issues with buying from Digital Rev too - HK warranty - I would avoid mate.
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Have you actually read the DigitalRev website? They do offer a UK warranty.

DigitalRev 12-Month Warranty

The DigitalRev 12-month warranty warrants the product to operate according to the manufacturer's specifications for the period of 1 year after the dispatch date. If your purchase suffers a manufacturer defect or fault of production, or a fault of material, then have no fear. You are covered for local servicing.
*
Local Servicing
Not only does our warranty cover a full 12 months, but it also allows you to get repairs and services done locally, at your convenience. This means, YOU WON’T NEED TO SEND YOUR CAMERA BACK TO US. We will refund all services that you have to make during your 12-month warranty, as long as you provide eligible receipts. This service covers:

Parts and labour costs for the repair of a manufacture defect or fault of production, which resulted in the product malfunctioning.

Parts and labour costs for the repair of a fault of material to the product, which resulted in the product malfunctioning.

Note: Please remember that we will only be able to refund your local service charge if you provide a copy of the repair center receipt, which clearly shows they have corrected a manufacture defect, fault or fault of material to the product.
Click to expand...
 
matty,

Perversely, rather than blame the credit card company when they call to verify a transaction I thank them! I like it that there are anti-fraud procedures in place (even if it is to protect their profits rather than my wallet). Sometimes, uncommon goals align.

I am surprised that I did not receive a call in this instance. I seem to have gone from 'on order' to 'order cancelled' with no steps inbetween.
 
Dem it is the retailer that looses out on a fraudulent transaction not the CC company
They do what is known as a charge back and the retailer has no say in the matter
The retailer is only covered if the card holder or alleged card holder was present with the correct pin entry
 
Dem, if its any consolation, when we first got our Tesco credit Card a couple of years ago, called the number to validate them. Then used it, go declined on security grounds.... the grounds were that is was an 'unusual pattern of spending' ..... fair enough you might think...except of course there was no 'pattern at that point.... AND, wait for it.....





















the 'spend' was a Tesco on-line grocery shop, to be delivered to the address the card was registered to and of course its a clubcard credit card, so to collect points via the credit card to the same account they had always been sent to which showed a pattern of online grocery shops :eek: :bang:

All for security, but that one did throw me a bit :lol:
 
Rebel t3i said:
Dem it is the retailer that looses out on a fraudulent transaction not the CC company
They do what is known as a charge back and the retailer has no say in the matter
The retailer is only covered if the card holder or alleged card holder was present with the correct pin entry
Click to expand...

Funny story there.

I once bought an item from eBay. I paid by paypal. The item that I purchased was just one of a multi-million dollar fraud.

When the item didn't turn up I naturally informed PayPal and my CC Company. No problem, said the CC company, we will initiate a charge back. So they did.

I then received a very strongly worded email from PayPal stating I was to instruct my CC company to discontinue the charge back as PayPal offers fraud insurance.

However, when I looked into the terms of the PayPal fraud protection they would only recover approx 80% of the missing funds. Some 20% went in admin costs, etc.

By way of reply I pointed out that my CC company had recovered, for me, 100% of the missing funds. I never heard anything back (this was 10+ years ago, things may have changed...)

Eh? Who changed e bay into a link? It wasn't me?
 
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Yv,

It's funny that you mention Tesco. Guess what loyalty point giving MasterCard I am using...
 
Dem said:
Seems like Canon know the affected batch.

Bit of a silly mistake given the proximity and duration of contact between human skin and the camera grip

Can anyone offer advice between 650d v A65 or should I start a new thread?
Click to expand...

I know nothing of the 650d I do however have a Sony a65 its a great tool light and full of tech, google- reviews would be my best advise

good luck in whatever body you opt for

Les :thumbs:
 
Dem said:
matty,

Perversely, rather than blame the credit card company when they call to verify a transaction I thank them! I like it that there are anti-fraud procedures in place (even if it is to protect their profits rather than my wallet). Sometimes, uncommon goals align.

I am surprised that I did not receive a call in this instance. I seem to have gone from 'on order' to 'order cancelled' with no steps inbetween.
Click to expand...

Hi Dem,

As an online retailer, we check on all orders manually in order to confirm the right information for shipping and prevent fraudulent payments as stated by other forum members. Our team has full procedure and guidelines in checking each order. I’m sorry to hear that your order couldn’t go through our security check and a BT is required.

If you think that your orders were cancelled by mistake, you can contact them directly at cs01@digitalrev.com or provide us your order number and we will have someone to email you back.

Best regards,

Julia Poon
 
Hello Julia,

Thank you for the reply. I know of no reason why my card would be declined so I will send an email to the address you have given.

I will not proceed via BT, it's credit card or nothing, I am afraid. If you knew my occupation you would know why I find it funny (and a tad annoying) to fail your security procedures, measures designed to protect you from criminals and not from honest customers.

Oops! That's if it was down to your in house security checks rather than my CC company being too sensitive. Suffice to say, no one likes fraud.
 
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Having had extensive details with credit cards and there fraud management team, I used to work for a credit card company a couple of years ago, and I can tell you that we used to get transactions declined for all sorts of reasons, usually transactions were declined because the user had inputted incorrect information, so the wrong CCV number, experation date etc, or sometimes because we were not happy with either the amount of validation a vendor was doing or there location or any number of other peramitors

So contact you CC provider and see if there have been any particular issues, depending on the systems that they use they can relax the security for a couple of days to ensure that a CNP transaction will not be declined :thumbs:

Matt
MWHCVT
 
The issue is not with CC company, that's DigitalRev's in house security checks. I have had exactly the same situation last week, described here.
My guess is DigitalRev is probably charged by CC provider and would happily avoid such charge.
I also refused to pay by BT. I do not like and do not deserve to be treated this way. At the end of the day it's my hard earned money. I found the lens at exactly the same price in UK with Sony UK warranty (should arrive tomorrow). Somehow Castle Cameras had no problem with the same credit card, same delivery address, same name and even same price.

For sure I will avoid DigitalRev in the future.
 
Hi Julia - I tried the e-mail address but it wouldn't work. I was just wondering about the priority handling that forum members get and how I go about getting that.

Richard
contact@clickshots.co.uk
 
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