Thanks for posting this. I hope that JD Color will come around. There's
legislation in Alberta that binds them in this case, so we'll see how it
goes. I'll be talking to them shortly, and I'll let Albano know how it
goes. I'm sure he'll post any further results to you all.
Cheers,
Mike
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED]]On Behalf Of Peifer, William
[OCDUS]
Sent: June 28, 2001 11:33
To: '[EMAIL PROTECTED]'
Subject: RE: eBay rip-off -- follow-up
Hi all,
[Let me note that I don't like the subject heading I've given this note, but
I'm preserving it here to maintain continuity with a thread we've been
discussing the last couple of days....]
I received a reply this afternoon from Kevin Dykstra of JD Colour Service
regarding Albano's problems with his recent eBay purchase of a Super Program
body. Mr. Dykstra's original note is at the very bottom of this thread, and
my reply to him is directly below. I thought this may be of some interest
to those on the list following the progress of this transaction.
Mr. Dykstra claims that he's been assured by Canada Post that the item did
in fact get to Argentina. Perhaps if Albano and/or his Canadian liaison
(was it Bucky?) contacts Mr. Dykstra, they can get enough information to
trace this through Argentine customs? Mr. Dykstra's e-mail address is
listed in the note below as [EMAIL PROTECTED]
Please keep us posted, Albano. Good luck to all.
Bill Peifer
Rochester, NY
> -----Original Message-----
> From: Peifer, William [OCDUS]
> Sent: Thursday, June 28, 2001 2:22 PM
> To: 'jd colour service'
> Subject: RE: Pentax Super program
>
> Hello Kevin,
>
> It sounds like you're being pretty conscientious at your end. I feel your
> pain on this one, and I don't envy the retailer who's trying to deal with
> international shipments to non-English-speaking countries. I don't have
> experience sending high-value merchandise to Argentina (or anywhere else
> in South America), so I don't know what one should expect in terms of
> customs delays. If my assurance is worth anything to you, I don't believe
> Mr. Garcia is trying to perpetrate any sort of scam. He's got a
> reputation as a highly respected long-time list member and Pentax
> enthusiast. However, it does sound like he's had quite a bit of anxiety
> about a successful delivery. He's not a native speaker of English, so
> it's possible that his e-mails are coming across in a tone not intended.
> However, as I understand, he's got a fellow list member in Canada who is
> now working as his liaison. I can't remember the name of the fellow
> off-hand, but you'll probably be receiving some sort of inquiry shortly,
> and perhaps this situation can be worked out to the satisfaction of all
> parties. If you have some sort of written assurance from Canada Post that
> your item actually arrived in Argentina, I think this would be very
> reassuring to Mr. Garcia. If you have a date of arrival or a name of an
> official in Argentine customs, that would be even better. Perhaps Mr.
> Garcia could track it from his end if customs officials there know when it
> arrived.
>
> What is your responsibility as a retailer, you ask? We've got a lot of
> members of our list who are, in fact, operators of small retail photo
> stores -- many of them located in Canada. I'm not a retailer, but I think
> I'm sensitive to the issues of customer service from both a supplier and
> purchaser viewpoint. So here's my opinion, for what it's worth. I think
> you really need to take responsibility for your merchandise from the
> moment it leaves your store to the moment it ends up in your customer's
> hands. If you were to purchase an expensive (for you) item from an
> overseas sales rep, I'm sure you'd expect them to get it to you intact.
> I'm sure also that you'd be greatly disappointed if they said, "Our
> records indicate that it got to the customs office in your country, but we
> can't take any responsibility for it from there." Or perhaps, "The
> shipper damaged/lost your item -- it's not our fault." In my opinion, it
> is not only in the retailer's best interests, but is the retailer's
> responsibility, to make sure that proper insurance is provided for any
> shipment of merchandise. I don't believe you're required to provide this
> as a free service to the customer -- you could certainly pass the cost on
> to the customer, or add insurance charges as a direct charge to the
> invoice. Since you as the retailer chose not to take this precaution, I
> think you probably bear the better part of the responsibility for any
> loss.
>
> How much is it worth to you as a merchant to resolve a customer dispute?
> Perhaps as a measure of good will, you might offer to provide Mr. Garcia
> with reimbursement for the cost of the item, minus whatever the proper
> insurance coverage would have cost, in the event that the item does not
> turn up after a suitable period of time? Perhaps in exchange for your
> good will, you might expect that Mr. Garcia will make a good-faith attempt
> to locate the package within Argentine customs? In any event, if you've
> got something in writing from Canada Post documenting the fact that the
> item actually did arrive in Argentina, and hopefully a date or tracking
> number indicating when it arrived, this would certainly be useful to Mr.
> Garcia and/or his Canadian liaison. You may wish to offer to provide
> copies of any such documentation.
>
> It doesn't help this particular situation, and hindsight is naturally
> 20-20, but it sounds like the only thing that you might have possibly done
> differently would be to insure it yourself and ship by some means where
> you'd get package tracking. It costs money and eats into profits, but it
> might be worth the peace of mind for both yourself and the customer.
> Maybe you'd want to make customer-paid insurance coverage a condition of
> future shipments outside of North America.
>
> I hope I've been able to provide some useful information, and I hope you
> and Mr. Garcia are both able to reach an amicable resolution to this
> transaction. Best of luck to you both.
>
> Kind regards,
>
> William R. Peifer
> USA
> [EMAIL PROTECTED]
>
> -----Original Message-----
> From: jd colour service [SMTP:[EMAIL PROTECTED]]
> Sent: Thursday, June 28, 2001 12:59 PM
> To: Peifer, William [OCDUS]
> Subject: Re: Pentax Super program
>
> William,
> My name is Kevin Dykstra.I have been dealing with Albano Garcia regarding
> a Pentax super program that he purchased over ebay. I have received
> confirmation from Canada Post that the package I sent him arrived in
> Argentina. From there it was the responsibility of the Argentine postal
> service. The fact that he didn't receive it is beyond my control.
> Perhaps I could ask your opinion as a semi neutral ombudsperson. The
> question is this:
>
> I received payment for the item sold. I sent the item sold by a
> pre-described and agreed upon method of shipping namely air mail. No
> insurance was requested or offered. Now the item is lost. what is my
> responsibility?
>
> I have been hounded by Mr. Garcia since three or four days after he sent
> his payment all the way from Argentina I sent the camera about 10 days
> after he shipped his payment and the same day or the day after payment
> arrived. He has probably sent me 30 emails. While I understand his
> frustration I wonder if as Shakespeare said "he doth protest too much"
> His vehemence from the very start is suspect to me and I find myself
> wondering if he hasn't been perpetrating a scam from the start.
> We are a retail store with an excellent reputation and are trying to
> maintain a flawless reputation as a seller on ebay. I do want to make
> sure this is ended amicably. I will be on vacation again until the end of
> next week but hope you can offer me your take on the matter
>
> Thank-you,
> Kevin
>
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