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2008-02-02
5/5
"I have no complaints about this seller. However, they have no technicians on hand, so if you have a question, they'll provide the phone # for the manufacturer. This probably helps keep their cost down, which in turn, they pass on to the customer. I ordered a Samsung monitor and received it in less than a week. They were friendly and helpful."
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2007-12-24
5/5
"I ordered a Canon 100-400 lens and after ordering over the phone I received a phone call from the owner's wife. She just called to verify the address and thank me for my order. I was quite impressed. During the phone order, they did talk me into a UV filter. The lens and filter was shipped the next day and was recieved in about 4 more days. Upon receiving it, I decided I didn't want the filter. I called and they provided instructions for sending it back. Within a little over a week, I had a full refund for the filter. I'll be sending money their way again. They also had the best price on the lens, after comparing to other reputable online companies."
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1/5
"New World Video Direct, isn't an outfit you want to have to deal with. A month ago I went online to find a good price on a Tcon-17 conversion lens. This outfit had it for the about $12 less than anyone else. I placed an online order for the lens and the adapter I needed for my camera. In the afternoon a saleman calls me and tells me they are out of stock on the adapter but could upgrade me to a Digital Optics 2X lens for the same price. He stated the lens got top reviews when it came out and I'd be more than happy with it. Like a dummy I agreed to it. It shipped 1 day later than promised, not a big deal, and when I got it I ran out to try it out. I took some photos and they were awful. They were far from sharp and all had chromatic aberration. I contacted NWV via email and they told me they don't accept returns on lenses. I then called and asked to speak to someone in charge. Of course, it was the person who answered the phone.He gave me the phone number for Sakar, the manufacturer of the lens. I called them and they asked me to take a few more photos according to their instructions. I did and emailed them the results. They came to the conclusion that I had a defective lens. They offered to send a replacement out. After 3 weeks, it finally arrived. I went out again and took some test shots. The middle 35% of the photo looks great. Everything else is just a blur. I called NWV again and told Charlie that I want to send this lens back in trade for the one I originally ordered. He then tried to talk me into another lens from this company. He told me it's a much higher quality and expensive lens and it's a 3x instead of a 2X. He said they would swap even up. I told him no, I want the Olympus. He did finally agree to accept my lens back in trade for the Olympus. Due to the price difference, I wouldn't be subject to a restocking fee. I said, as long as it works, I don't care. He told me that all I had to do was go to their online customer support page and fill out the RMA# request form, to his attention, and he would get back to me before the end of the next day. Guess what? Yesterday was the next day.
Charlie never did get back to me. When I tried to get ahold of him monday, I was told he was on another line. When I called back in the afternoon, I was told he had the day off. Tuesday he was supposedly out too. I tried to call him again this morning. The person who answered asked what I wanted him for. I can tell they have caller I.D. He said they wouldn't take back the lens. He asked if I read their return policy. I told him that the web page with the lens says right next to the lens, 21 day satisfaction guaranteed. He repeated, did you read the policy? I said it was a moot point bacause of the web page. By now he was getting quite loud. Finally he asked, "is there anything else I can do for you?". I then hung up. I then emailed them a copy of the web page and mentioned that the salesman had also told me about a 21 day satisfaction guarantee. I then informed them that I was a member of a few photo forums with tens of thousands of members, with whom I would share my experience. I even went so far as to threaten them with the BBB and the Federal Trade Commission. I let them know that I've seen where quite a few people have had issues with them and I would attempt to contact them and have them notify the BBB and FTC and I was sure after enough complaints, their business would be investigated.
Within 2 minutes, I had a call from the owner. He asked for my story and then said he wanted to make things right so I end up with a positive experience to share. I told him, all he needed to do was let me return this lens in even trade for the one I really wanted with the adapter. He checked and told me they were in stock and he would email me the return instructions. He also promised to send the other lens out the same day he received this one. Soon after, I got the email with instructions and address. I then packaged the lens up and took it to the post office. I sent it priority mail with insurance and signature required so I'll know exactly when they get it. They know I have documentation on everything so I think they are taking my threats seriously.
Finally, the lens I really wanted has arrived. NWV didn't waste much time trying to please me this time. They even answered all my emails promptly and courteously this time around. I think I shook thme up a bit. The lens and adapter came yesterday and works great.
Now I look at the lens on their site, that was supposedly worth more than the one I originally ordered with adapter, and it's now listed at only $69. That's a far cry from the money they got from me. Personally, I think they always had the lens and adapter in stock that I wanted.
I noticed reading the next review that the consumer was notified days later that the lens was out of stock. This is something the reseller should know as soon as the consumer places the order. A reputable company would not have to wait for days before letting the customer know something like this. This is just poor business."
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