Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB, I am writing to express my dissatisfaction with my recent purchase of a digital camera, the Olympus ****. I purchased the camera for $499.99 through Olympus store on ******.com on February 11, 2023, order # ***-*******-*******. I also have all the correspondence that was generated between me and OM System, Olympus’ camera division, and Olympus Repair by ***, the repair facility. After having the camera for just a few weeks I sent it in for repair because the zoom lens was so noisy you could hear it on the audio track of videos you recorded with the camera. I was told that the camera was working fine and that I should use an external microphone. The job number for this repair was *****. As shoddy as that seems to me I decided to keep the camera since I don't shoot a lot of video. But over the next several weeks the picture quality I was getting proved unacceptable. I sent the camera in for repair again while still under warranty. I was told that the camera was working fine and that my expectations were too high. The job number for this repair was *****. At that point I asked via email and telephone for the purchase price to be refunded and was told that was impossible since I was past the 30 day return period. My subsequent complaint email to customer service went unanswered. I would still like my money back. The **** is marketed as a state-of-the-art, best in its class, camera. But the zoom lens is absurdly noisy and it does not take sharply focused pictures. It is not the camera I expected and not the one I need. Here is the contact information that I have for OM System:OM-Digital Solutions Customer Support (Monday-Friday, 6:00am to 2:00pm ET.)******************************************************************** ************** Thank you for any help you can provide.Sincerely,************************

  Business Response

  Date: 07/20/2023

  First and foremost, apologies for the delayed response to the BBB letters. Our team is currently working remotely and only occasionally retrieves mail from the office. Upon visiting the office this week, we found two BBB letters. However, when trying to respond through the BBB online portal, we discovered the case had been closed without a response, potentially negatively affecting our business rating. Therefore, we kindly request the case be reopened to address the complaint properly and share all relevant information, as we have since addressed the complaint and feel that we have provided a satisfactory resolution for the customer in question.
  
  After a thorough investigation, we can confirm our team went above and beyond to ensure the customer's satisfaction. We promptly engaged our repair team, who assessed the camera in question (twice) and determined it to be in perfect working condition, meeting all OM Digital Solutions' specifications and standards. Rigorous testing was conducted to verify its performance. However, we understand the customer had performance expectations of this camera like those of a full-frame DSLR, which isn't entirely reasonable, as this is a point-and-shoot camera that serves different photography needs entirely.
  
  Despite the camera functioning correctly, we acknowledge the customer's concerns and desire for a different photographic experience. To ensure their satisfaction, we offered and processed a full refund for their purchase, in the amount of $532.06 (refund for the camera and extra battery that the customer had purchased).
  
  Our decision to provide a refund goes beyond legal obligations and demonstrates our commitment to customer satisfaction and a positive experience with our brand and products.
  
  If you need more information or have additional questions, please feel free to contact me. Thank you for your understanding, and we appreciate your assistance in resolving this matter.
  
  Best Regards,
  
  ******** *******
  
  Senior Marketing Manager
  Marketing Communications 

  Customer Answer

  Date: 07/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *****
   
  

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought two ******* cameras right before the covid shut downs. Both had defective housings. I mailed the more expensive one back to the company after months of fighting with them. They tried to scam me and finally sent refurbished items, but never fixed the camera hosing that caused all of the damage to first one, and now a second camera body, 3 macro lenses, 3 batteries, 3 sd cards. I wrote to the company that really makes the housing and CCed to OM-Digital solutions that puts their name on the housing and the camera items. The customer service rep wrote back a NASTY, insulting letter trying to avoid any responsibility for first selling a CLEARLY defective product and then not repairing or replacing it, but sending it back to me so that all of the refurbished items and the new items I bought were damaged as well. Moreover when the housing flooded again after they returned it to me, but it was not a complete devastation again, I wrote telling them it was flooding again. The letter the nasty agent wrote said that I was too ignorant to know to clean and grease an o-ring because when I sent back the flooded gear, the o-ring wasn't cleaned AFTER the dive in which it was irreparably flooded! It's like saying that the car tires were dirty after the accident which the defective tires caused, and the dirt on the tires is evidence that the driver was not driving correctly.If OM Digital had 1. responded when the defective housing door first showed evidence of a design flaw and manufacture defect;2. responded after the housing flooded the first time ruining the camera, expensive lens, battery and SD card,3. Responded, apologized and replaced the gear when it flooded irreparably the 2nd time;4. " " " the 3rd time because they never fixed the problem, instead of denying responsibility and insulting me, none of this would be necessary.I want replacements ASAP before missing my upcoming dive trips AGAIN. I can forward the correspondence including nasty new letter