Friendly Petition to Abel

[Ketch Rossi]

Okay, normally I wouldn't have posted this, but especially after I finally had the pleasure of meeting Mitch in person, I like to bring some of my business and that of those I know to Abel, and not just becasue is a great fellow, but to the fact that Abel is a good company, and because of Mitch's constant involvement in getting as many questions answered about gear and their technicalities.

Unfortunately, every time I tried to purchase something from Abel, I didn't get a call back with a quote or got it too late, like this past few days ago, I need it to order and Pre order some parts and gear as well as getting a quote on the Arri compacts, and after I talked to a very helpfull rep in the NY store, He recommended that the LA store take care of me, to the fact that I'm based out of Las Vegas, don't really understand why, but its cool, off course would have been cooler if I did get the call back from the LA store with Pricing, and been able to pre oder some items, as well as having one customized.

However, my biggest fit with Abel is the fact that in the 21irst century they still adopt a system of NO pricing Policy on their web, Absolutely unacceptable, no matter how small of a company they are and how much resources are needed to keep up a web site current, this is a time of been clear with your customers, and let them choose were to buy, and yes there is fierce adversary stores that will look your prices as well, but it is the right way, especially when many potential customers like my self, do their shopping when they want and not monday to friday during the work hours only, because we might also be at work on,location and not been able to access the net to buy stuff.


So my friendly Petition to Abel is to get it together as fast as they can and put pricing on their web site, even if we have to log in and create an account, I'll be more then happy to do so, just give me the choice of seen pricing the moment I like to, and don't have to wait for an answer, of been forced in to communicate to the sale reps, just to find out pricing.

I do want to buy, but if it is made difficult to do so, well then I'll just shop else were, but hope that Abel is listening and does something about, count me in with a registration if need it to login and know pricing in order to make my purchase on my time, and please for the Love of GOD make sure that you do list Items that are not in stock VS. the ones that are.


If you like take a minute to Vote

Thanks

 

[Jeff Kilgroe]

I have to agree with you, Ketch. Every time I get a quote from Abel it's the same scenario... I'm working on something, usually outside of their business hours. I submit a request for a price quote using their online contact form. NEVER, NOT ONCE, have I ever received a call or email back in response to such a request. I always have to call them a day or two later. At that point, I sometimes get a quote right then, occasionally they have to call me back or email me a quote. That call / quote only occurs about 50% of the time, resulting in me having to call another time or three to get it sorted.

I understand if Abel doesn't want "low pricing" posted out in the open or if they have deals with various manufacturers and distributors. But their current model is just downright inconvenient to potential customers. Perhaps if they had a system where pricing could be posted or online ordering could be enabled for established customers, or pricing available to registered users with a valid email address... Lots of places do this.

To tell the truth, I would be happy with the current system if they didn't ignore all the requests that came in online. Like I said, I have never, ever, not once had success with the online quote request.

 

[XiaoSu Han]

Here's our experience with Abel:

Back in May I knew we were going to be in NYC for a bit so I asked for a quote for filters. I asked for a quote online several times, never worked. I went to the webpage, submitted the form twice. No response. I called twice, no-one ever called back. So we really wanted those filters and we went to their NYC store, waited for 20 minutes, then someone talked to us and he seemed very unmotivated and acted as he was stoned. I don't know if that's his personality, but it doesn't help as a salesperson if I don't answer questions or react slow on purpose.

Well we stated that we asked for a quote several times, ("yeah we are having problems with our email system"), and asked for a quote for several filters again. Well the next thing I was holding in my hands was an invoice and the question whether I would pay in cash or credit card. We went there for a quote, and several items weren't even available. Communication was even bad although we sat right across the person! Well we asked for thinking time, went home and ordered from another company online.

Also we've got a strange comment regarding our RED kit. "So you guys own a RED?" - "Where do you buy your accessories?" - "We are the only ones in NYC who have accessories for the RED". Wow.

Please note that this is our personal experience with Abel and maybe we just caught the sales person on the wrong day, but in the end we didn't think that this was acceptable and went to another company.

Maybe this helps in improving Abel Cine Sales somehow.

 

[Adrian T.]

I once was told that my request for a quote using the online form landed in their spam folder! Go figure...
:leaving:

 

[Nick Gardner]

Having spent over $100k at Abel, I would not and do not buy from them again unless I absolutely have to. The pricing thing is really annoying. I would rather pay more than get the run around I'll call you back crap. It's particularly frustrating if you are on set and have limited availability.

Nick

 

[Ketch Rossi]

Totally understand your frustrations guys, and this is why I did this post, I know that Abel unlikely is taking this lightly form long before I have made this post, but just the same I felt I wanted o make this post to let them know how I fill, I on the other hand I have spent over 100K with B&H this past year alone, and it becomes so frustrating when you can not ever get on a personal level with them even so the amount of Cash you spent with them.

This is one of the main reasons why I have tired of them, and look forward to a store that can take care of their customers when they need assistance on a personal level.

I know for fact that Abel can provide that, via the experience of fellow Filmmakers as well as I value Mitch presence here on the forum ever so helpful to answer and resolve any issues, so I truly hope that Abel has found or is looking to find an solution for this.

Ciao

 

[Mitch Gross]

Ketch,

I appreciate that this is a friendly petition and meant to convey how users would best like to interact with our company. Please be advised of a few things:

- We have taken this issue very much to heart. It is something we are actively fast-tracking for a solution. All comments and suggestions are welcome.

- We do list pricing on many items already, and we are continually moving towards the direction of a predominantly e-commerce site. What complicates the issue with a company like ours is that we sell both specialty high end, as well as lower end gear. Not every product fits the street price model.

In addition, many manufacturers contracts carry geographic jurisdictions, as well MAP (minimum advertised pricing) and Abel as a company needs to find a way to offer the most competitive pricing, but within the guidelines of manufacturers’ contracts and programs.

It is not in any way, as a couple of you have suggested, a situation where the Abel sales team is trying to charge more for some higher end products when they can. It is quite the opposite…when a product fits the criteria for a lower price, we would like to have the flexibility to offer it.

- The suggestion of listing MSRP (manufacturer's suggested retail price) is a good one and we’re considering this as a step in the right direction.

- Regarding quotes and more info requests: Although we have processed many requests through our website successfully, we need to determine where some other requests are falling through the cracks.

If you have had difficulty getting information or connecting with us in the past, please feel free to call our national sales director, Frank Somma at 212.462.047 or email him at fsomma@abelcine.com

Frank would like to go through the experience with you with the aim of diagnosing where the hole is, so that it can be patched up now and we can give you all the kind of service you expect from Abel Cine Tech.

Again, we do take all suggestions to heart and please believe me when I say that the issue raised of clients (REDusers in particular) wishing for changes in their sales experience with Abel is something that we are deeply analyzing.

 

[Meryem Ersoz]

Having spent over $100k at Abel, I would not and do not buy from them again unless I absolutely have to. The pricing thing is really annoying. I would rather pay more than get the run around I'll call you back crap.

Just because I think this is good feedback for Abel - I spent $100K there last year and then moved on to other vendors as well.

Spent $100K in one year and did not get anything much in return - no subsequent price breaks, though I asked and never received a response other than silence, no personal service, and not even the prompt returning of inquiries.

This treatment has probably cost them at least another $50K in sales from me, since that time, which I have spent elsewhere.

I'll still do business with them, because they do carry a few unique products that can't be found elsewhere, but I won't be spending it cheerfully. There are other vendors who seem to really want my business far more than Abel and know how to value a customer.

You can turn this around, Abel - I would really like to like your company.

 

[Bruce Allen]

I'll come out of Reduser hibernation just to vote for that one.

Why?

1. I don't have the time to read Reduser, fix my website, talk to old friends or write my script right now. Why on earth would I waste time emailing back and forth for a price quote? It sends the message that my time is not valuable.

2. I charge a decent hourly rate. If you save me time, then I can spend that time charging other people lots of money. Which I can spend on camera gear.

3. The delay sucks. The last time I tried Abel was fro some last-minute shopping for my Japan short film - picking up stuff in LA that turned out to be too expensive to rent there. I spent about $4000 (tiny to you guys but big to me)... on stuff from everyone except Abel. Their response emails came when I was on the plane to Tokyo. During this time I was able to order and pick up stuff from 3 other places.

4. I grew up learning that when they don't show the price... it's too expensive. I have SO MANY bad memories of getting quotes for Maya, Softimage, Apple computers etc from local resellers in South Africa when trying to convince my university to buy stuff, get a student license, etc. When the fax came back my heart would always sink. NONE of those EVER were affordable. The best decision of my life came when I decided to stop wasting time waiting for quotes that break my heart and just make do with what I could afford. So the whole "ask for quote" thing carries a lot of bad connotations for me personally.

Bruce Allen
www.boacinema.com

 

[Roberto B]

I'll come out of Reduser hibernation just to vote for that one.

Why?

1. I don't have the time to read Reduser, fix my website, talk to old friends..

man.. me agrees w/ everything you say as usual.. but see what me found on your website's home page.. Thursday, 12 October 2006 10:00

 

[David Rasberry]

As far as a stellar model for e-tailer efficiency, B&H in NY is hard to beat. They must spend a fortune on their back room systems to support this.

 

[Gavin Greenwalt]

As far as a stellar model for e-tailer efficiency, B&H in NY is hard to beat. They must spend a fortune on their back room systems to support this.

Except for being 'closed' online. That's something I've never understood. I'll go onto B&H and their website will be closed for the night. Who closes a webpage? At least take my order and get back to me in the morning!

 

[Jeff Kilgroe]

FWIW, I don't know if it's a strange coincidence or perhaps someone noticing this thread, but... I just received an email quote referencing the last online request I submitted last week. And I've been quoted a pretty darn good price on the gear too...

Like I said, nothing against AbelCine, it's just that they're not the easiest company to work with when at a distance. I will be following through with the purchase on the gear they just quoted me. And I'm also hoping to receive my RED Null from them real soon too.

@ Mitch, you're a true asset to this community. I know you're not in the sales department, but you're a better salesperson than several of the AbelCine sales staff I've communicated with in the past.

Hi Bruce, long time no chat! I know exactly where you're coming from on your points too, especially #4. It applies to small business, too. I remember getting quotes on SoftImage and other software packages when I was first starting out on my own. I felt like I was trying to buy a used car over the phone half the time with the constant up-selling of render node licenses, support contracts and other little things all the big guys liked to do in the past.

If you have to ask, you can't afford it.

 

[Rob Gardner]

Able

Able

I have avoided using Able as a vendor after feeling like my business was taken for granted. Customer service is nothing to forget about in the sales business. I don't know who trains these guys or who sets policy, but I know Able must have lost some serious money simply because customer service seems to be low on the corporate priority. I may be completely wrong about this, but this is the impression I have been given after spending a lot of money with Able.

 

[Sidney L. Plaut]

hmm.. im really happy with Abel cine. I bought several times from them and I live in Copenhagen... Mitch is always online to answer questions - and the price quotes are emailed everytime... I have a personal sales rep I always use and who knows me... All in all Im very satisfied.

 

[David Rasberry]

Except for being 'closed' online. That's something I've never understood. I'll go onto B&H and their website will be closed for the night. Who closes a webpage? At least take my order and get back to me in the morning!

Strict Hassidic Jews, they close for the Sabbath too, and all Jewish Holidays.
Unlike Abel though they are mainly a box sales house, not a professional services company. Very different business model. Their NY store is a trip! Worthwhile techno geek tourist site if you are in the city.

 

[Ketch Rossi]

Ketch,

I appreciate that this is a friendly petition and meant to convey how users would best like to interact with our company. Please be advised of a few things:

- We have taken this issue very much to heart. It is something we are actively fast-tracking for a solution. All comments and suggestions are welcome.

- We do list pricing on many items already, and we are continually moving towards the direction of a predominantly e-commerce site. What complicates the issue with a company like ours is that we sell both specialty high end, as well as lower end gear. Not every product fits the street price model.

In addition, many manufacturers contracts carry geographic jurisdictions, as well MAP (minimum advertised pricing) and Abel as a company needs to find a way to offer the most competitive pricing, but within the guidelines of manufacturers’ contracts and programs.

It is not in any way, as a couple of you have suggested, a situation where the Abel sales team is trying to charge more for some higher end products when they can. It is quite the opposite…when a product fits the criteria for a lower price, we would like to have the flexibility to offer it.

- The suggestion of listing MSRP (manufacturer's suggested retail price) is a good one and we’re considering this as a step in the right direction.

- Regarding quotes and more info requests: Although we have processed many requests through our website successfully, we need to determine where some other requests are falling through the cracks.

If you have had difficulty getting information or connecting with us in the past, please feel free to call our national sales director, Frank Somma at 212.462.047 or email him at fsomma@abelcine.com

Frank would like to go through the experience with you with the aim of diagnosing where the hole is, so that it can be patched up now and we can give you all the kind of service you expect from Abel Cine Tech.

Again, we do take all suggestions to heart and please believe me when I say that the issue raised of clients (REDusers in particular) wishing for changes in their sales experience with Abel is something that we are deeply analyzing.

Totally Understand and appreciate your points Mitch, and yes you can say "FRIENDLY" with Caps, as it is!

You inn person are a big part of this request as we do appreciate your strong and valued presence here, and want to bring your company business from this community, but we don't just need community discounts (which are absolutely appreciated and needed considering the budget and the many items needed to start a small Film company), but we also need the above requested, so I'm glad to see you responding and that this is an issue that it is been taken care of, so hope that soon we will have a great way to communicate and make our shopping experience at Abel a fast, convenient and pleasing one.

ciao

 

[Evangelos Achillopoulos]

I feel I have to say my experience with Abel...

I'm one third the earth around... NY > Athens, Greece...

My last order was summer 2008... I dealt with NY, Jonathan Epner was the guy...

Everything perfect... very fast response, good prices, very nice attitude...

I will certainly, buy again...

I just vote, that I need the MSRP at least... just to size my budged... no price means go away...

This is the list price and we can discuss it... it is, a much better approach...

That's my two euro cents...

 

[Ketch Rossi]

Okay,

I just got a call from the LA store from Jerrod, very apologetic about not having been able to get back to me on Friday, and just placed a Pre-Order with him, and had my questions answered and in the works, so service is there and it is good when properly channeled.

ciao

 

[Jay A. Kelley]

Abel rules, I could not be happier with a company. That some would compare them with B&H is both funny and a little depressing.

I buy serious equipment, I can not and will not work with any business that does not put customer service first. Able has done AMAZING things for me in customer service.

As for pricing, I can alway find the price I need... Online in a moment's notice. It just takes a little common sense. I cannot share what I do on here because it could put Abel in a not-so-hot position. Feel free to PM me and I will tell you.

I love Abel... And I am not the only one.

Jay