I broke my Canon flash on 9/30 and needed a replacement part. I ordered the part from Darntoothysam the following day and paid for priority shipping. When I hadn't received the part by the following week, I called the company and left a voicemail. I also sent an email to check the status of the order. After hearing nothing, I was forced to go elsewhere for the part (turns out the part direct from Canon was cheaper and arrived in two days). I again emailed to cancel the order from Darntoothysam (no response) and called my credit card company on 10/11 to cancel the charge with them. That seems to be the only thing that got the attention of the company. Today (10/24), I received an auto-generated email that the part had shipped. I wanted to reply and see if the shipment could be stopped, since the charge had already been cancelled and I didn't want to deal with the hassle of a return. Wow, that set off a hornet's nest I was unprepared for! Rather than try and convey in my own words, I think I'll let the emails from the company do the talking:
Here's my initial response to the shipment email today (18 business days after the initial order was placed!)
"I contacted you to cancel this order weeks ago. I've also disputed the credit
charge because this was taking so long. I've already ordered the part elsewhere. I will not be responsible for these charges."
Here's the response from the company:
"Sorry for not gouging my customers so I could make millions of dollars and have a
call center in India for you. After 6 years of trying to provide people with digital
camera repair at a reasonable price, I give up. I no longer run this as a full time
business and I fell behind in shipping though I'm almost caught up now. I will not be responsible for you wasting money on Apple products. LOL."
Now, look, I understand the challenges of running a small business and I didn't expect a response to my queries about the status and cancellation the minute they were received, but I wouldn't expect them to take weeks to get back... I also didn't appreciate the rudeness of this email. But the part was more expensive through them, and not delivered as quickly (or politely) as through Canon. I don't mind paying "the little guy" extra, but I would expect the part in a reasonable amount of time, and certainly not with all this attitude. When I communicated this to the company, here are the follow up responses:
"Go to Best Buy and grab yourself a shiny new $70 HDMI cable to plug into your DVD
player. The "Geek" will tell you that it's "certified" and "you have to have it".
Guess what, it's a $1 cable made by a 12yr old in China that gets paid 60 cents per
hour and works 14 hours per day. Guess how they can afford their millions in
advertising and their fancy stores and Geek Squad cars?
I wouldn't do that to my customers. I gave free estimates, and shipped back cameras
for free if they turned down the estimate or it wasn't repairable so I lost money. I
charged $30 including shipping for repairs, plus the part. Most places start at $100
labor, plus shipping, plus parts. I thought I would be nice and charge reasonable
amounts instead. Wow, what a bad idea.
After 6 years of repairing cameras for people all around the world, I give up. I
tried, but people want to be gouged, they want to be exploited so they think they
are getting something really valuable.
Know that diamond ring you have? Diamonds are so plentiful that they never have to
mine another diamond ever and they will never run out. If all the diamonds that
DeBeers currently has (DeBeers controls the world diamond supply) were released you
could buy them for $2 a karat. They tell you they are valuable on TV, so you fall
for it. I really don't care if you don't believe me, educate yourself, it's not my
I know I will keep the part, thanks. Have a super day."
"Phone 5!! I can't wait to pay Apple $500 for a phone!! Ever hear of Foxconn in
Shenzhen China? No, of course not, Apple products are made by magical fairies not in
China by people who get paid 60 cents per hour because Apple loves me!"
Wow - who does this guy think he is? He's the one DOING the gauging on the price - it was MORE with him than through Canon, and A LOT bigger hassle! I didn't ask for a lecture on best buy, diamonds or apple products; I don't even know how he started on that topic - I certainly didn't bring it up (although maybe he took offense to my using an iPhone to email him?) I did expect to receive the Canon part I ordered and paid for priority shipping to arrive in a reasonable amount of time, with followup communication if there's a significant delay (especially after I inquired), and a certain amount of decorum in handling customer relations. I will not be a repeat customer and I encourage everyone else to stay far away. This company is not worth your time or money.
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