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Thread: Lowepro Warranty & BAD services from Cathay Photo

  1. #1

    Default Lowepro Warranty & BAD services from Cathay Photo

    Hi everyone,

    After reading from this link make me wrote this thread.
    http://www.clubsnap.com/forums/showthread.php?t=108737

    I bought a Lowepro 17 inch CompuTrekker Plus AW 30th Dec 2008, meant to have been an upgrade because my 15 inch CompuTrekker AW was too small. After using it only twice, I noticed the right side of the sling thread had come out so I brought it back to Cathay Photo where I explained the problem to the manager. He carried the bag to test the weight and immediately told me my bag was too heavy. Please keep in mind, the contents of my bag were:

    - 5D body
    - 24-105mm L
    - 16-35mm L
    - A few batteries
    - a few filters and cleaning kit.
    - 15 inch Macbook Pro.

    Pretty standard content for the CompuTrekker Plus AW, I would think. After all, isn't the combination of camera, lenses and laptop what it was made for? To my surprise, the manager actually told me it was too heavy! I told him from my research that this bag is made to handle even more then this. He then told me to bring the receipt and he'd have to send the bag back to the China factory to determine whether to replace the strap or the bag entirely or if the damage is caused by wear and tear. When asked how long this process might take, he said he didn't know.

    This is my first time encountering problems with Cathay Photo. I bought all my lenses, cameras, filters, both camera bags, some computer stuffs and even my Epson printer R2400 there. I have spent more then $15,000SGD there. I'm not trying to say I'm entitled to special treatment just because I've spent a lot there. I went there so often precisely because I trusted them, which is why the lack of customer service really came as a shock to me.

    Thanks for reading.
    Last edited by stealth photography; 30th March 2009 at 04:44 AM.

  2. #2
    Senior Member denniskee's Avatar
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    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    Quote Originally Posted by stealth photography View Post
    He carried the bag to test the weight and immediately told me my bag was too heavy. Please keep in mind, the contents of my bag were:

    - 5D body
    - 24-105mm L
    - 16-35mm L
    - A few batteries
    - a few filters and cleaning kit.
    - 15 inch Macbook Pro.

    Pretty standard content for the CompuTrekker Plus AW, I would think. After all, is the combination of camera, lenses and laptop what it was made for? To my surprise, the manager actually told me it was too heavy! I told him from my research that this bag is made to handle even more then this.
    ?? too heavy??? must be joking.
    photography makes one sees things from all angles.

  3. #3

    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    the other thread kena locked.

    anyway...in what way do you find the service lacking?

    its pretty much standard to send back to manufacturer for repair if more then 7 days after date of purchase even for computer shops. as long CP doing for free should be okay-lah since Lowepro is lifetime warranty if i remember correctly.
    Last edited by Reportage; 30th March 2009 at 04:53 AM.
    You wont see me much less remember me but i am the guy who makes you look good.

  4. #4

    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    Quote Originally Posted by Reportage View Post
    the other thread kena locked.

    anyway...in what way do you find the service lacking?

    its pretty much standard to send back to manufacturer for repair if more then 7 days after date of purchase even for computer shops. as long CP doing for free should be okay-lah since Lowepro is lifetime warranty if i remember correctly.
    This is a post from tOGGY from the other kena locked thread.

    I took a 2-year old Lowepro bag back to Cathay. The bag is the solid Magnum. The bag is in good but used condition - and has some material defect under the zip.
    Cathay took the bag back for assessment. They called me after 3 days that they will replaced it free with a brand new one.
    Of course, I am quite pleased with the outcome. No hassle at all and no charges.
    From my experience, it seems that Cathay and Lowepro is determined to honour their lifetime warranty clause covering workmanship and material defect.

    The services lacking was:

    He carried the bag to test the weight and immediately told me my bag was too heavy.
    I told him from my research that this bag is made to handle even more then this. He then told me to bring the receipt and he'd have to send the bag back to the China factory to determine.
    When asked how long this process might take, he said he didn't know.

  5. #5

    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    I don't see anything wrong with CP. How do you expect him to commit a timeframe where he doesn't even know.
    So long as CP send your bag for repair, they have fulfilled their obligations.

    Put yourself in their position, what will you do?
    Nikon D4 | AF-S 50mm 1.4G | AF-S 24-70mm f/2.8G ED (2.9x) | AF-S VR 70-200mm f/2.8G IF-ED | SB900

  6. #6
    Senior Member CS TAN's Avatar
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    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    Quote Originally Posted by stealth photography View Post
    The services lacking was:

    He carried the bag to test the weight and immediately told me my bag was too heavy.
    I told him from my research that this bag is made to handle even more then this. He then told me to bring the receipt and he'd have to send the bag back to the China factory to determine.
    When asked how long this process might take, he said he didn't know.
    I believe the guy handling your case can handle it much better. First of all, the comment regarding the bag is too heavy looks to me is a personal comment. He should not have made such an off the cuff comment. The reply should have come from Lowpro after they have a chance to look at the faulty area and determine the cause.

    When asked how long this process will take, he should have given you an usual turnaround time which they much know in general but they seems to be not able to even give their customer an estimation.

    I recently sent a Manfrotto tripod to Cathay for repair of which they are also the distributor in Singapore. The guy also cannot tell me how long it will take even when I ask for a rough estimation. But at the end the repair took two weeks which I feel is reasonable.

  7. #7

    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    Quote Originally Posted by stealth photography View Post
    Hi everyone,

    After reading from this link make me wrote this thread.
    http://www.clubsnap.com/forums/showthread.php?t=108737

    I bought a Lowepro 17 inch CompuTrekker Plus AW 30th Dec 2008, meant to have been an upgrade because my 15 inch CompuTrekker AW was too small. After using it only twice, I noticed the right side of the sling thread had come out so I brought it back to Cathay Photo where I explained the problem to the manager. He carried the bag to test the weight and immediately told me my bag was too heavy. Please keep in mind, the contents of my bag were:

    - 5D body
    - 24-105mm L
    - 16-35mm L
    - A few batteries
    - a few filters and cleaning kit.
    - 15 inch Macbook Pro.

    Pretty standard content for the CompuTrekker Plus AW, I would think. After all, isn't the combination of camera, lenses and laptop what it was made for? To my surprise, the manager actually told me it was too heavy! I told him from my research that this bag is made to handle even more then this. He then told me to bring the receipt and he'd have to send the bag back to the China factory to determine whether to replace the strap or the bag entirely or if the damage is caused by wear and tear. When asked how long this process might take, he said he didn't know.

    This is my first time encountering problems with Cathay Photo. I bought all my lenses, cameras, filters, both camera bags, some computer stuffs and even my Epson printer R2400 there. I have spent more then $15,000SGD there. I'm not trying to say I'm entitled to special treatment just because I've spent a lot there. I went there so often precisely because I trusted them, which is why the lack of customer service really came as a shock to me.

    Thanks for reading.
    too heavy?what a joke.
    ask him if the bag was only meant to carry a idiot-pns.

    i have the computrekker plus AW.

    i put in my d3+24-70, 70-200, 85 1.4, 105dc, sb900, extra batts, quantum turbo.

    but i got to admit, i usually junk it in the car and bring it for shoots, and seldom use the sling.
    Last edited by jeanie; 30th March 2009 at 08:13 AM.

  8. #8

    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    oh, i also put the MBP into it.

  9. #9

    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    Manager??

    U should tell him if this not a manufacture defect, before the bag give way due to weight, the shoulder of the person who carry will give way first....

  10. #10

    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    Nowadays I only go to CP (peninsula) when I can't get the stuff elsewhere.

    After dealing with those ah lao salesman (senior guy ) for years, spending thousands of dollars buying stuff from them, I really feel like kicking their butt.

    I rather deal with the aunties there. Their mood are temprimental at times, but at least they don't treat you like chop chop carrot chop

  11. #11

    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    Quote Originally Posted by lloh108 View Post
    I don't see anything wrong with CP. How do you expect him to commit a timeframe where he doesn't even know.
    So long as CP send your bag for repair, they have fulfilled their obligations.

    Put yourself in their position, what will you do?
    Don't think TS was looking for something specific. An rough estimate would have been reasonable.

  12. #12

    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    are you even sure they will freight the bag back to china to 'check'?
    wouldnt it be cheaper to get it repaired in singapore?

    just like swiss army bags.lifetime warranty.
    i tore a few of mine, they got it repaired in sgp.

    it just doesnt make sense to freight it to china.

  13. #13
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    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    Probably Cathay will need to wait for a few more bags then send all out in one shipment to China, and most probably by sea, hence there is no way to know how long it will take.

    I also buy many things from Cathay, but I try not to be too friendly to the staffs, just a polite smile and then ask spec/price, think they just know my face and not my name. There is no rewards for being a repeat or loyal customer nowadays, so just shop around for the best deal or most convenient locations.

  14. #14
    Senior Member denniskee's Avatar
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    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    Quote Originally Posted by lloh108 View Post
    I don't see anything wrong with CP. How do you expect him to commit a timeframe where he doesn't even know.
    1) any normal person will ask "how long will it take to repair?" for what ever things they are sending in for repair. so this is a more then reasonable question to ask.

    2) since, they have been selling lowepro bags so donky years, and had send in bags for repair, all the staff should know the agar agar time frame liao, if in doubt, ask other sales person mah. how can he say dont know. is this kind of customer service acceptable by a leading reputable company?

    3) also, i am only guessing here, forgive me if i am wrong. saying the gear ts is carrying is too heavy for the bag seems to me he is trying to pull a fast one.
    Last edited by denniskee; 30th March 2009 at 03:52 PM.
    photography makes one sees things from all angles.

  15. #15

    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    In my humble option,

    Being a reputable leading shop in Singapore and a Sole Distributor for lowepro products. They should have made some arrangement to get the products repaired in Singapore or in some genuine cases do a 1-to-1 replacement if they have to . (Even if they are making a lost out of it ).

    What the Ah Lao salesman done here are just some smart salesman tactics ( YES, THESE SALESMAN ARE TOO SMART, THAT'S WHY I WANT TO KICK THEIR BUTT ! )

    Frankly, my intention here is not to bash them here, but being a reputable shop in Singapore that CS Member have patronize often, their service nowadays are BELOW PAR

  16. #16

    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    Quote Originally Posted by Astin View Post
    Probably Cathay will need to wait for a few more bags then send all out in one shipment to China, and most probably by sea, hence there is no way to know how long it will take.

    I also buy many things from Cathay, but I try not to be too friendly to the staffs, just a polite smile and then ask spec/price, think they just know my face and not my name. There is no rewards for being a repeat or loyal customer nowadays, so just shop around for the best deal or most convenient locations.
    Even though the time I visit camera shops would definitely less then any bro and sis here, but I have to agree that it is no rewards for being a repeat or loyal customer. Everyday so many people step into any camera shops, (or other electronic goods shops), they will not lose to lost a costumer...

  17. #17

    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    Quote Originally Posted by BUZ_BUZ View Post
    In my humble option,

    Being a reputable leading shop in Singapore and a Sole Distributor for lowepro products. They should have made some arrangement to get the products repaired in Singapore or in some genuine cases do a 1-to-1 replacement if they have to . (Even if they are making a lost out of it ).

    What the Ah Lao salesman done here are just some smart salesman tactics ( YES, THESE SALESMAN ARE TOO SMART, THAT'S WHY I WANT TO KICK THEIR BUTT ! )

    Frankly, my intention here is not to bash them here, but being a reputable shop in Singapore that CS Member have patronize often, their service nowadays are BELOW PAR
    Again... I'm not visit a lot shops, but my feeling on customer service, after visiting JO / AP / TK / MS, CP seems getting the lowest rating from me

    But lowest doesn't mean very unacceptable, but just lowest among those shops I have visited...

  18. #18

    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    Quote Originally Posted by denniskee View Post
    1) any normal person will ask "how long will it take to repair?" for what ever things they are sending in for repair. so this is a more then reasonable question to ask.

    2) since, they have been selling lowepro bags so donky years, and had send in bags for repair, all the staff should know the agar agar time frame liao, if in doubt, ask other sales person mah. how can he say dont know. is this kind of customer service acceptable by a leading reputable company?


    3) also, i am only guessing here, forgive me if i am wrong. saying the gear ts is carrying is too heavy for the bag seems to me he is trying to pull a fast one.
    I share the same feeling. He is trying to pull a fast one!
    That's why I need to tell him from my research that this bag is made to handle even more then this.
    Last edited by stealth photography; 31st March 2009 at 01:49 PM.

  19. #19

    Default Re: Lowepro Warranty & BAD services from Cathay Photo

    just for yr info..the lifetime warranty for lowepro doesn't apply at sgsin.
    the zip is easily replaceable but as for the tear part it is another story.
    头可断,血可流,倩女不可不追求 carpe diem,when in doubt, hoot first,apologise later:p GALLERY

  20. #20

    Smile Re: Lowepro Warranty & BAD services from Cathay Photo

    could you pls elaborate on this?


    Quote Originally Posted by eow View Post
    just for yr info..the lifetime warranty for lowepro doesn't apply at sgsin.

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