Refurbished or Recertified?

[40Doodle]

Hi Helen,


I actually think both terms are appropriate because they are both being applied to the returned product that Adorama subsequently resells. The product is being recertified to meet manufacturer performance standards and it is being refurbished to correct any defects (functional and cosmetic) so that a portion of the warranty can be applied/continued. If it were my decision, I would note that the camera products are recertified refurbished by the manufacturer.


I didn't quite follow the thing about Adorama "not being able to indicate which factory" refurbished the equipment. If that meant (for instance) that Canon would not want you to say that a lense was refurbished by Canon factory A versus Canon factory B, then I would have to say they have a point. Stating the actual factory that performs the work could create issues whereby customers insist on a specific factory where the refurb is performed based upon customer preference and need. However, from a customer perspective, I'd prefer knowing that product was refurbed buy a factory closer to me (in the US in my situation). That can mean less transit time, US workers involved in the work, etc.


Rick

[HelenOster]

Thanks for your response - to clarify, the manufacturers are no longer allowing us to state refurbished by C _ _ _ _ on our website - even though everything we sell IS refurbished in a factory run by the manufacturer, and of course, a customer ordering one would be in no doubt that it was when it arrived'cos it will still have the little sticker on the bottom!


I also take the point about searching the term 'refurbished' - we need to ensure that the word links to the page(s) of recertified products; thank you for raising that one.


<span style="font-size: 10pt; font-family: Verdana; mso-bidi-font-family: Arial;"]Sincerely<o></o>


<span style="font-size: 10pt; font-family: Verdana; mso-bidi-font-family: Arial;"]Helen <span class="goog-spellcheck-word"]Oster
<span class="goog-spellcheck-word"]Adorama Camera Customer Service Ambassador<o></o>


<st1ersonname w:st="on"]<span style="font-size: 10pt; font-family: Verdana; mso-bidi-font-family: Arial;"]helen.oster@adoramacamera.com</st1ersonname><span style="font-size: 10pt; font-family: Verdana; mso-bidi-font-family: Arial;"]<o></o>


<span style="font-size: 10pt; font-family: Verdana; mso-bidi-font-family: Arial;"]www.adorama.com<o></o>

[40Doodle]

Thanks for that clarification Helen. I would absolutely say that it is important (to me) to know that the product was refurbished by the manufacturer (by name). Otherwise, the customer may wonder if someone at Adorama, 3rd party company, etc is doing the work. For me, it would be very important to know that the manufacturer is doing the work. Nothing against Adorama (or any other party), but with things like lenses, it's a deal killer for me if I can't know that the manufacturer actually did the work on the lense. Otherwise I would choose "new" or take my chances outside of Adorama on a "used product".


Reading your statement "the manufacturers are no longer...", are you saying that other manufacturers don't want you using the word "Canon" in your refurbished statements or is it Canon themselves that doesn't want their name used? I would have trouble understanding why Canon would have an issue since it's their products being resold and that is goodness for the customer. If the other manufacturer's don't like it, I say tough-noogies, because it's important to the customer that they know who is doing the work.


Rick

[HelenOster]

Rick





You are absolutely correct to be concerned. Even with Adorama's 30+ years and relatively high regard in the business, I still respond to at least 3 or 4 forum or blog postings every week querying whether Adorama actually refurbishes the items we sell. We don't - and when the customer receives his or her order, the little gold sticker on the bottom is verification of that.


It is the manufacturers of the items themselves who have brought in this requirement, out of concern that some retailers might not be completely transparent in stating that the warranty is through the retailer, rather than the manufacturer.


<span style="font-size: 10pt; font-family: Verdana; mso-bidi-font-family: Arial;"]Sincerely<o></o>


<span style="font-size: 10pt; font-family: Verdana; mso-bidi-font-family: Arial;"]Helen <span class="goog-spellcheck-word"]Oster
<span class="goog-spellcheck-word"]Adorama Camera Customer Service Ambassador<o></o>


<st1ersonname w:st="on"]<span style="font-size: 10pt; font-family: Verdana; mso-bidi-font-family: Arial;"]helen.oster@adoramacamera.com</st1ersonname><span style="font-size: 10pt; font-family: Verdana; mso-bidi-font-family: Arial;"]<o></o>


<span style="font-size: 10pt; font-family: Verdana; mso-bidi-font-family: Arial;"]www.adorama.com<o></o>

[TimT]

I guess the trick is to clearly explain the work that's been done on your web site without offending the manufacturer. The ideal would be to have
a mouseover or clickable link from the word recertified and the visual that says something to the effect of: "All Adorama "Certified" cameras and equipment have been tested and brought up to spec by the manufacturer."


If you aren't mentioning Canon by name they may not mind. If the explanation of what's been done to the equipment gets too vague and generic, you will lose trust and sales.

[HelenOster]

Thanks Tim; I'll certainly pass your suggestion on


<span style="font-size: 10pt; font-family: Verdana; mso-bidi-font-family: Arial;"]Sincerely<o></o>


<span style="font-size: 10pt; font-family: Verdana; mso-bidi-font-family: Arial;"]Helen <span class="goog-spellcheck-word"]Oster
<span class="goog-spellcheck-word"]Adorama Camera Customer Service Ambassador<o></o>


<st1ersonname w:st="on"]<span style="font-size: 10pt; font-family: Verdana; mso-bidi-font-family: Arial;"]helen.oster@adoramacamera.com</st1ersonname><span style="font-size: 10pt; font-family: Verdana; mso-bidi-font-family: Arial;"]<o></o>


<span style="font-size: 10pt; font-family: Verdana; mso-bidi-font-family: Arial;"]www.adorama.com<o></o>