Precision Camera and Video — Attraction in Austin

If I was considering just my experience purchasing my camera in store, I would be giving five stars. The two salespeople I interacted with were both very helpful, friendly, and effective. I was pleased with my camera, and with the deals and coupons offered along with the purchase; as a result signed up for a class.

However, a few days before the class I realized I would no longer be able to attend. I am traveling and my return was delayed. I was glad to see a flexible cancellation policy online, but the online system of order history did not seem to provide options for me to cancel my class online. It just listed the order as "completed." Plus, I am on the road - tackling everything through a website that's not 100% clear becomes a particular hassle when just using your phone. Also, after registering for the class, I did not receive any email (or otherwise) with more details - where to go for class, what to bring, where to direct questions, etc... the kind of "low-down" email that would be expected when registering for a class, and which would direct me to the correct avenue for cancellation. Figuring it was better to speak directly to a person and ensure I excluded myself properly and received a refund, I called the store. The person who answered directed me to sales when I told them my need. I was on hold for 5 minutes and then disconnected. Common mistake, I thought. I called back, was directed to sales again, and was on hold for another 5 minutes. Eventually the original employee got back on the phone and said that the department was slammed. He took my name and number and said I would receive a call back ASAP. I appreciated that step as it was much more pleasant than being on hold, but I did not receive a call back for the rest of the day. The next morning - the morning of the class - I called again to ensure I communicated properly and in time. I was directed to a woman who I believe was in sales, having mentioned that I gave my number the day before and did not receive a call back. She answered with an immediate attitude that my concern "could have been addressed by online sales, but --" ... the sort of comment that essentially says: I have no need to help you or complete this task, but I will do so begrudgingly while rolling my eyes. I mentioned that I did seek out a solution online but that it was unclear how to proceed. She took my information and then made it clear, again, that she would just pass the info along to online sales.

I know everyone has "bad days," but it was a true disappointment to have this experience and it sours my view of Precision. Their departments seemingly do not want to support each other. I also presume there is some frustration for the store employees to deal with online issues - issues which they likely have no control or connection to. However, to be rude and unhelpful instead of appropriately informing or redirecting me only hastens the realization of the future when the storefront and human become obsolete, and Precision is either forced out of business or becomes just another B&H or Amazon. The whole reason I purchased at Precision was to support a local business that provides local jobs, but then the follow up customer service ruined it. I won't count myself fully out, but I do think their processing of class sign ups could use improvement and I will now hesitate to call in if an issue with a...

I hate to do this. I have shopped at Precision Camera since I started my photography and videography. I bought my first camera and lenses here. I have been personally invited to their special sales events. They have everything I generally need and someone to speak to directly that has some expertise and a love of the craft. The south store still has elements of that but my experience at the Anderson store keeps getting soured. It is quite obvious the staff works off commission. I don't know that for sure but the level of service you receive is correlated to the amount of money you are spending. After some years of shopping here, the level of attention and service I get when I am coming in for the latest high priced fast zoom versus when I need an adapter or sd card is drastic. Feels like you are not the same person shopping at the same store. That part is sad and unfortunate but pretty common. This last visit has really soured me. I had to return a used lens because it was triggering and "err 1" on my new camera that I have not experienced with any other of my lenses. This happened during a commission and was not going to fly. Came in to return the camera and after being pitched on camera bodies and lenses that I didn't need or was prepared to buy, I finally executed the return. I am quite knowledgeable about gear because of gear acquisition syndrome and felt like I was being talked down to. I know what I need but I know what I can afford. I don't want to be pitched a $4k camera when I returning a $300 used lens. Bad taste. Well, after not seeing the redund post to my account, I called to see if delays on refunds posting was customary. My bank is quick to post deposits and it is unusual to have any lag. The reaponse was defensive and confrontational. She made it clear it was not their problem and I needed to call my bank using the reference number on my receipt. I did not ask that. I am confident the refund would process but wanted to know what was customary. She wanted me off the phone and I wasn't able to get a word in. I let the conversation play out and hung up quietly. I have paid higher prices at this store over the years for the experience and service that comes with it. That premium is no longer worth paying. There is a young lady at the south store that blows me away every time I go. I hate i don't know her name. It just accentuates how sub par my experience has become at the Anderson store. If you need insight into your equipment and what to buy as a beginner to intermediate than this store has a place for you if you don't have the time to educate yourself. Know that they are always upselling amd your lack of knowledge may cost you. For me, this feels like going to a car dealership. You are constantly being upsold and pitched whether you need it or not. If you just need some quick supplies or have questions, the smiles melt away and you feel like a bother to them. The prices online are better. Refunds with Amazon are easier. Stock is more available. Although impersonal, you don't get treated so dismissively, inconsistently, or pitched so hard to buy. I am in this game for the long haul and could not imagine continuing to spend the gross amounts of money on gear somewhere my business is not...

A solid camera store with friendly, knowledgeable staff. I've bought a handful of accessories and equipment over the years from this place, even before their move to the current location. I'm not a professional, so my purchase history is moderate, probably on par for someone who is a hobbyist. If you're looking for a new camera and need some help finding the right one for you, I strongly recommend this place.

But why only three starts? My experience has always had been that there is always just 'one thing' that nags me about my interactions with the store. Not quite a bad experience, but not a perfect one either. I often feel like if I had the time to wait for Amazon or could make the drive down to Holland (for prints) I might as well.

Two recent examples:

1. I called about a film developing class they had to make sure I had the right equipment to bring. I spoke with one sales rep who was extremely helpful and friendly but not completely sure that I would be good with what I had (using a medium format camera as well as my own film development canisters for a class that said students would be developing 35mm). So he transfers me to the education coordinator who is away at from desk. No big deal, I leave a message. But here's the rub: the dates for the class came and went and I never got a call back. So maybe I was transferred to the wrong desk, maybe the education coordinator was out all week, maybe something else... but I was prepared to spend the money for the class and had made sure my calendar was free. I should have to call back to follow up (and I didn't). I spent my weekend doing other thing and have contact folks at Dougherty about developing/darkroom classes one-on-one.

2. I sent some digital files for prints. It wasn't a big order: just a half dozen or so 4x6 prints and one 8x10. I got an email about 1pm that my order was ready for pick up. When I showed up at 3pm, my 8x10 was not with my files and in fact, the very friendly rep at the counter had no idea there was an issue. When I asked where my 8x10 was, she went to the back in case they were printing it. She came out to tell me that the file was corrupted. So my options were (a) get a refund for the print, (b) go home and get my computer and re-export another file, (c) re-send the file through the online print order system. But here's the rub: no one called me in the two hours between when my order was ready and when I showed up. The rep at the counter was under the impression that my prints had just been placed in the pickup bins, unaware that a sufficient enough time had gone by for someone there to pickup the phone and let me know there was an issue. I could have easily resent a file before driving to the store. Thankfully, these prints were just some that I wanted for family and friends and not mission critical. I could imagine that if this were a professional job with a deadline, I'd be much more upset.

Again, not like these are deal-breakers but they do kind of rub the wrong way. I'll keep shopping here when...