Wilkinson Cameras Avaliações 

Resposta da Wilkinson Cameras

5 de jan. de 2024

Good afternoon Mark,

Thanks for taking the time to leave a review and I’m sorry you are unhappy with the offer we made for your item in Part Exchange.

With all Part Exchanges we encourage all our customers to be as honest as possible and to try to give accurate information with regards to equipment condition. This is to ensure we can give an accurate quote for your equipment. Giving an accurate quote enables us to process the part exchange or sale faster and to avoid disappointment when we have to offer a lesser amount because equipment has arrived in a lower condition.
We provide an Equipment Rating Guide which we encourage our customers to use to rate their equipment, a copy of this is below.

A - Mint condition
As new, in original box with no obvious signs of use. Upon inspection, you'd be surprised to learn that this item has had a previous owner!

B - Excellent
The hardware shows only the lightest signs of use, visible only upon close inspection. This may include very minor handling marks, but no obvious scratches and no obvious scuffs or shine to grips, focus rings, etc.

C - Very Good
The item will show small signs of use such as a small number of light marks or wear to the body and grips. It will be obvious that the item isn't brand new, but it won't show extensive use.

D - Good
The item will show more noticeable signs of use, such as multiple marks and scuffs or scratches to the LCD, obvious wear to the grip or signs of use on the barrel of a lens, etc. Grips may be scuffed or shiny. The base or a camera or tripod collar on a lens will show obvious signs of use.

E - Well Used
Hardware has more obvious signs of use, including wear to rubber, scratches, scuffs. These will be more obvious and more extensive than a Grade D item. This may include multiple, deep scratches to the body of the item and multiple scuffs to contact points. Rubber sections and grips may be shiny or worn down.

In your original request for a quote, you rated your lens as being in condition C, and made no further reference to the items condition on the quote request. As you will see from above this would mean the lens would only show small signs of use and would not show extensive signs of use. All offers given for a Part Exchange quote are subject to a full examination and testing of that item, this is in line with our Terms & Conditions. https://www.wilkinson.co.uk/part-exchange/part-exchange-terms-conditions/

Upon receiving your lens it was noted that the lens had been used extensive and had significant signs of use. This included the surface of the product being worn right down to show the metal underneath, some of the lettering on the item had also been worn off. With this level of use we rated the lens as being in condition E, in line with our guide.
This unfortunately meant that we had to re-evaluate the offer that we had made you, I understand that the offer made may have been less than you were expecting but we made a fair offer for the lens in that condition. Had the lens been in the condition you stated then we would have happily paid the price originally offered.
You have elected to have your lens returned, this is being done and has been sent via a tracked courier.
We note that you have already purchased the replacement lens and this has been delivered. We do hope you enjoy using this new lens.

Kind regards
Wilkinson Cameras

Resposta da Wilkinson Cameras

5 de dez. de 2023

Good afternoon,

We cover all our delivery information on our website: https://www.wilkinson.co.uk/delivery-information

You placed your orders with us on the 27th November & 30th November for two items that are both Special Order items, for which we quote a period of 8-10 working days for the item to be dispatched. We actually found ourselves in the position that we could dispatch these goods on the Friday 1st December.

Given that one of the items purchased was done so using Novuna Finance this meant that we had to send your items using a ParcelForce tracked service, as per our terms.

Your parcel was shown as being out for delivery on Monday 4th December but unfortunately the delivery was not completed due to adverse weather conditions. Given the weather that much of the country had experienced in the days leading up to this delivery attempt this may not have come as a great surprise. The area that delivery drivers cover can be large and just because the weather in your exact location is not adverse does not mean that the driver will not be affected or delayed elsewhere on his route. The safety of the driver is paramount and I’m sure you would not want any driver to take unnecessary risks which may put them at risk of injury.
I’m sorry ParcelForce let you down on this occasion. Unfortunately, there can be unforeseen delays with any courier that are beyond our control. However, we did liaise with ParcelForce to rearrange the delivery as quickly as possible for you.

We can see that from the ParcelForce tracking system that you have now taken delivery of your parcel. It’s fantastic to see that your Special Order items arrived within just 6 working days rather than the 8-10 working days specified for this type of product so we hope you loved being able to use the items a little earlier than originally promised.

Thank you for shopping with us,
Wilkinson Cameras

Resposta da Wilkinson Cameras

Atualizado em 4 de dez. de 2023

Good afternoon,

My name is Mark and I’m the store manager at Wilkinson Cameras Chester. First of all, I would like to apologise for your experience last Thursday.
We pride ourselves on the high levels of customer service we offer at our Chester store. We regularly get people telling us how friendly and helpful we are.

I’ve looked back at the CCTV footage of your visit and I do remember seeing you. Both my colleague and I were very busy serving two gentlemen which took our attention away from you.
When I finished serving, I assumed (wrongly) that you were with the other gentleman who was still in the shop being served by my colleague.
At this point I should have asked if you required any assistance, whilst I was putting away the expensive equipment I’d just been demonstrating.
This was a genuine mistake and no offence was intended on my part. Unfortunately, on that day the level of service I offered dropped below the normally high standards we offer at Wilkinson Cameras.

Regards
Wilkinson Cameras