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Matthew Mullins
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Have him in circles
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Have him in circles
17 people
sean mullins's profile photo
Bill Webb's profile photo
Evelyn Snyder's profile photo
David Mullins's profile photo
Christi MacNelly's profile photo
Lana Macko's profile photo
Larry Marx's profile photo
Scott Denman's profile photo
Donna Mullins's profile photo
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I let Ft Worth Camera send my camera and lens to the Canon repair center instead of sending it myself (which Canon would have paid for shipping since it was the 4th time in 2 months sending the camera back for the same problem). The store's "General Manager" Marvin Cashaw promised me he would stay in touch with Canon's techs and make sure the problem gets solved this time, or he would go to someone higher up in Canon and get it taken care of. He charged me almost $50 in shipping charges for this "help", which is outrageous in itself since I purchased the equipment from Fort Worth Camera. After 3 weeks and no word from Canon or Ft Worth Camera I called Marvin and asked him to check on the camera and see why it is taking so long (Canon promises to have your gear back in most cases within 7 days - and they always have done that in the past with my camera). Marvin basically told me I was too impatient, to not rush Canon so they will do the job right. He said he will call me when the camera comes back. I called again at a later date and talked to another employee who simply told me the camera had not arrived. He did not check, he just told me it had not arrived without even putting me on hold to confirm it. So after 5 weeks I could wait no longer. Something had to be wrong. I called Marvin and told him I need to know what is going on, to call Canon and find out why it is taking so long. He called me back with the news that Fort Worth Camera had received my camera WEEKS earlier, but that "there are a lot of boxes back there so we didn't know it had arrived"! No apology, no explanation as to why someone didn't contact me, just that there were a lot of boxes to go through. Seriously, that was the only explanation I got. Yet, when i was there picking up the camera there were no fewer than five employees standing at the counter laughing a talking, instead of sorting "all those boxes". The worst part is, as I pointed out to Marvin, that when I called him two weeks prior he could have done the simplest check on the camera and found out that Canon had shipped it back. Instead, he chastised me and told me to wait until he called me back. I wonder how long I would have had to wait until he finally decided to check on it on his own?? Finally, when I picked up the camera I gave Marvin the opportunity to explain the poor service, and/or apologize at the very least, but I got neither. What I got was the most arrogant lack of customer service or concern that I have ever gotten from any business. I asked him if he could at least refund my shipping charges to try to show some customer loyalty, but he refused. It's amazing how some "managers" are willing to lose many thousands of dollars in future business just to avoid admitting when they made a mistake. Beware anyone who looks to Fort Worth Camera for help when something you purchase from them needs repairs. You might get a lot more than you bargained for, unfortunately.
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Public - 8 months ago
reviewed 8 months ago
1 review
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