On Sunday, May 18, I ordered a Sony DCR-SR85 60GB HDD - Memory Stick Hybrid Camcorder from PreferredPhoto.com with 2 day shipping for $427.00 $31.35 shipping. The evening after I ordered the camera (Monday), I got an email from saying " We have received your order. For verification purposes, please call our customer service department at 1-800-927-0973 Extension 245, in order for us to proceed and process your order. Please have your order number ready when you call."
I called them first thing Tuesday morning, but there was no problem. They confirmed and said they would ship. I said I need it by Wednesday, they said they would get it to me by then. They then said the battery was standard from Sony and it was only a 20 minute battery and I had to purchase an extra battery if I wanted to use the camera. (I also later called Sony to find out that the battery that comes with that camera (NP-FH40) was not only a 20 minute battery, but it was a 45 minute battery.) I agreed, and they said I needed an external charger because it would take 13 hours to charge in the camera. I asked how much... The total was $761. I declined.
They asked where I ordered from (Internet or catalog). I said Internet, and they proposed a "package deal" from the catalog for $789 with more accessories (two batteries, charger, tripod, filter, LCD protector, cleaning kit, warranty, and case). I declined and said I just wanted one extra battery, but they continued to presure me.
I said I needed to call them back with an answer. They said they would have to cancel my order, and couldn't put an order on hold. If I cancelled my order, they would charge me a 15% fee. I again said I just want the camera and battery, but they continued to pressure. I finally agreed when they said they wouldn't charge me for the shipping or the "6% insurance fee, " which was never mentioned to me previously. I thought it was the best I could do. I felt hopeless that I could just get what I needed.
I quickly realized I had made a mistake and called to cancel my order within 10 minutes. I finally got through 3 hours later, but had sent an email after about 20-30 minutes of trying to get through, for at least documentation purposes.
When I spoke to someone, they wanted to charge me $115 (15%) to cancel. I didn't receive it, they hadn't even shipped it. This statement is direct from their website: "All returns are subject to a minimum restocking fee of 5% of the total transaction charge." It wasn't even a return at that point.
They refused to just give me what I originally ordered (camera for $427 shipping). They refused to waive the 15% fee if I cancelled (now $115 on $789.00). They finally agreed to $599.00 for a camera, longer battery and external charger.
Erin
Reston, Virginia
U.S.A.
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