I use a digital camera every week in my job. Therefore when I bought an $800 digital camera from Ritz Camera, I paid $400 more for an extensive 4-year warrantee. I need a camera at all times and they assured me that the warrantee included a "loaner" when my camera was being repaired which usually takes 6-8 weeks.
What I was NOT told is that the loaner is a 35mm print-film camera. I take hundreds of photos in a 6-8 week period, so a 35mm loaner costs me hundreds of dollars in film, developing, conversion to digital (the only format I use) and more. I also live in a rural area without a photo store nearby and need to have my photos uploaded quickly. If I had known that the loaners would be useless to me I would not have opted for the $400 warrantee.
I later found that Ritz has a plead your case policy. I've had to bring my camera in for repair 4 times in less than 4 years, mostly due to computer issues not user error (which is covered anyway). I pleaded my case hard when they offered me a 35mm, but I couldn't get them to budge until I insinuated that I might be an Internet porn star and didn't want anyone else to see my pictures. The manager then conceded and gave me a digital loaner on the spot. This excuse worked the second time as well, although I had to say I was a porn star outright before he conceded.
On the third visit I was a little frustrated for having such a lemon of a camera and having to pretend I'm a porn star just to get what I needed out of a very expensive warrantee. So, I told the clerk that I was a web designer and not a porn star, but that my job was just as important. Somehow as a web developer there was nothing he could do for me. I complained for weeks before a 3-page letter threatening legal action went to the district manager who finally conceded to another digital loaner.
When the camera broke for the fourth time, I could no longer face the embarrassment and sent my husband instead. He was also unsuccessful in convincing Ritz of our need for a simple, bottom-of-the-barrel loaner that simply supported a digital format.
I questioned a different Ritz store about their warrantee and the clerk admitted that the loaner was a 35mm, but that the manager made an exception for one woman who pleaded her case (she also needed digital for her job). She even advised me that the manager in Burlington was more lenient and was more likely to give a digital loaner.
I believe this policy is unprofessional and should be illegal. The only reason Ritz has for creating this policy is so they can benefit from the cost of film, print and conversion when people's cameras are in the shop. Providing a 35mm loaner to a digital user is like getting a loaner bike when you take your car in for repairs. It simply does not suit the users needs! Please help me inform other buyers of this warrantee scam!!
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