Do your part, Revolt against poor customer service!

Finally, after being treated like a chump time and time again I sent an email to Vistek. I have had good experiences with staff there but the bad far outweighs the good. I know I'm not alone, as plenty of other photographers have similar anectotes. So instead of eating a crap sandwich again, I wrote a letter and vowed to myself never to shop there again. I urge you to do the same if you've had similar experiences. It's the only way they'll learn (assuming they even care about my modest purchases).

Hi,
 
This has been bugging me for a while. I've rarely had a good experience with the sales staff, particularly on the third floor and rentals. They've been aloof, discourteous, arrogant, dismissive and even rude. Here are a couple of instances:
 
1. I was discussing my needs and the tools for the job and, in mid sentence, the salesperson walked away from me. I don't know about you, but to me that is very disrespectful, especially to a customer.
 
2. I was looking for an item I spotted on the website I wasn't finding on the floor. While receiving no help from the staff who appeared busy, I took the opportunity to use a computer to find it on your website. A salesperson on another computer said, without looking away from his monitor, "Can I help you with something?" in a tone which I did not appreciate. I began to explain what I was looking for and started reading out the model number, to which he replied "why don't you just tell me the web number," as though I knew what that was before he mentioned it.
 
There are many other instances, to small but numerous to mention.
 
I know what you're thinking, perhaps that I'm sensitive. Well, I can tell you I actually have a pretty thick skin, and when I related my encounters with other professionals the similar anecdotes start flowing back and forth. Hat's off to the web team though, if it were not for them and the fact you have parking I probably would never set foot in that place.
 
Please, I beg of you, train your staff that they're salespeople and to do a great job that makes the customers feel appreciated will be more fulfilling than making them feel judged or belittled.

Sorry to hear about your bad experience with Vistek. They won't learn unfortunately, they've been the same for over 20 years. Just shop somewhere else, lots of options and often better prices. Anytime I've been in there I've been flabbergasted on how little they know. Vistek is Walmart.

Remember that good customer service should also be rewarded.

Meh, just needed to get it off my chest, and thought well, as long as I'm pissing and moaning, might as well send it to them.

I did receive a sincere phone call and emails from management voicing their concern over the level of service. If anything, maybe some poop will hit the fan, if only for a moment. And I agree, I will no longer shop there, it's just too irritating. I am going to miss that parking lot though...

I don't force myself to people who do not like me. I'd simply walk away, and never come back.

I walked into Vistek and I got treated badly too. Imagine, you are Canadian and got treated rudely by the sales staff. Imagine yourself a person from another country like myself?

There are other good camera stores around.

geez and I think they've improved quite a bit ( esp 2nd and 3rd floors) from years ago. maybe it's getting the right people as I agree some staff can be rather aloof if they don't sense imminent spendage.

and yes, free parking out back is a nice bonus.

Most of us can readily identify with Merle's tale. It's been an all too common occurrence with this particular retailer. I've had more than my share of poor service with attitude too...and I even worked there part-time while going to school! (I tried to treat everyone well no matter if they were "tire kickers" on the weekend or the top pros).

The real problem at this large Toronto retailer is that there are truly fantastic people who work there, but they are too few in number. Many of the others, I'm afraid, simply either never learned good manners/service, or arrived with an attitude (or, worse, developed one). You have to learn to pick out the good employees and return only to them.

Before going too far, we should also realize that these guys show up at the various NPAC (and former ECNPA & WCNPA) conferences with their wares and personnel, so they're clearly not all bad. In fact, they are downright conscious of the fact that our combined numbers across the country spend a considerable amount annually, and we have a choice of where to spend our own or company's money. They are definitely aware of that. Definitely.

My suggestion is that the next time someone there gives you a condescending tone, or complete lack of acceptable service, you ask their name then ask them to call Ron for you. Ron Silverstein is the owner. Then complain to Ron....and tell him the nation's photographers are complaining too. He'll definitely listen....and the guy who was just so rude to you will notice that his boss has noticed.

My dime on that.

Phill.

On the other hand , I have had great experience with Henry's in Ottawa (the new Merivale Road ) store.
The main store on Bank Street needs some customer relations help tho.
I might add the extended warranty (usually three more years added on to the 1 year ) is easy to
negotiate , and the over the counter exchange within 90 days is cool!

Vistek via the web seems to be pretty reliable too.

They're not all bad. One of the most infallibly polite and helpful fellows i know works at Vistek and before that at Rutherford's. I can't imagine him walking away from a customer or failing to look up from a computer to offer assistance.

just had to add my two cents

I always found that the guys in the lighting department in Toronto had a serious attitude problem as well, as if your questions and purchases were a chore and not their job. The sale people at the Ottawa store mirror some of the condescending attitudes in the Toronto Store. I only use the big V as a last resort. I would much rather deal with Henry's or Photocreative.

I think I have to restate that I have had plenty of possitive experiences with the sales staff. On occasion I've gone in, held my breath expecting the worst, then, to my pleasant surprise, received good service from a very helpfull individual. Perhaps I got John DeMings' friend . It happens all the time but it's certainly hard to overlook the many bad instances.

I suppose the door isn't closed forever. Perhaps, with time, my wounds will heal and I'll work up the nerve to face the dragons on the third floor once again. Or maybe I'll just go down the road to Henry's where I've never had a bad experience, except while finding parking.

funny, I find a few of the staff there can be aloof as well. this applies to most stores i would think.

[Wet Coast]

Hi Merle,

Being in the photo retail biz, albeit in a tiny little store on the Wet Coast,
I (and most retailers) appreciate any feedback from customers -- hopefully good --
but, truth be told, at least with negative/constructive criticism the (retail) employees
can/should/hopefully will learn from the error of their ways in order to better improve
their knowledge/ skills ..........kind of like photo critiques ...although it hasn't
done much for me------photo critiques, that is

Cheers,

Jack

Are you really surprised you get attitude from formerly fellow photogs who aren't doing well enough NOT to work there (or need to feed their kids, or something equally as honourable)?

Where to begin with the resentment, attitude and wounded egos...

It's all part of the flavour at Vistek. The worst are the new kids that work in the portfolio/gel area. Their fedoras are designed to prevent any notion of customer service from sinking in.

Henry (who showed up to the Gladstone for the night of the trade show) on the 3rd floor is always reliable, personable and a slam dunk on pricing. First work station on the left. Don't bother calling.

Rentals department = garbage attitudes.

Let's not forget, though, that they have to deal with US everyday...

~ps~ I'm boycotting all news outlets until the freakshow is off front.

If you think their attitude sucks, you should try hanging out in a guitar store for a while. Failed rock stars can be so.....bored.