Lowepro Warranty & BAD services from Cathay Photo


Status
Not open for further replies.
Aug 10, 2007
10
0
0
#1
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:

denniskee

Senior Member
Oct 26, 2003
5,468
2
0
bukit batok
Visit site
#2
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.
 

Reportage

Senior Member
Nov 24, 2008
5,785
2
0
#3
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:
Aug 10, 2007
10
0
0
#4
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.
 

lloh108

New Member
Aug 18, 2008
315
1
0
#5
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? :think:
 

CS TAN

Senior Member
Sep 3, 2007
3,663
0
0
Hong Kong
#6
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.
 

jeanie

Senior Member
May 19, 2005
4,466
0
0
#7
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:

jeanie

Senior Member
May 19, 2005
4,466
0
0
#8
oh, i also put the MBP into it.
 

chalib

Senior Member
Oct 4, 2007
2,072
0
0
#9
Manager?? :bsmilie:

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....
 

BUZ_BUZ

New Member
Aug 25, 2006
215
0
0
#10
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 :bsmilie:
 

Aug 13, 2006
94
0
0
#11
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? :think:
Don't think TS was looking for something specific. An rough estimate would have been reasonable.
 

jeanie

Senior Member
May 19, 2005
4,466
0
0
#12
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.
:dunno:
 

Astin

Senior Member
Mar 2, 2002
4,736
0
36
Astin Studio
astin.clubsnap.org
#13
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.
 

denniskee

Senior Member
Oct 26, 2003
5,468
2
0
bukit batok
Visit site
#14
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:

BUZ_BUZ

New Member
Aug 25, 2006
215
0
0
#15
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 :thumbsd:
 

Shen siung

Senior Member
May 21, 2008
2,597
0
36
#16
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...
 

Shen siung

Senior Member
May 21, 2008
2,597
0
36
#17
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 :thumbsd:
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...
 

Aug 10, 2007
10
0
0
#18
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:

eow

Senior Member
Jun 22, 2004
10,061
6
38
#19
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.
 

Status
Not open for further replies.
Top Bottom