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On the Phone: Anatomy of a Hard Sell

I called Broadway Photo about the Minolta Dimage 7i camera because the site advertised a great deal. The posted price was $599--hundreds less than the price at better-known Web sites. But instead of getting a bargain, I got sworn at--and no camera. Here's a summary of my 30-minute call:

The salesperson, who told me his name was Bahout, said the Dimage was in stock and would come with a 16MB memory card, USB and video cables, a manual, and a one-year U.S. warranty. He said that the camera would ship the next day, and I'd get it in about a week.

I asked about accessories. Bahout started trying to sell me extras: a rechargeable battery and charger, filters, memory cards, a card reader, and a case. Then the trouble began.

Tom Spring: That all sounds great, but all I want is the camera.

Bahout: Are you trying to pull some kind of bull**** with me? You led me to believe that you were going to purchase all these accessories, and now you are pulling this bull**** on me?

TS: Huh?

Bahout: I was kind enough to throw all of those extras in there because you were buying the U.S. version. For [$599] you will only get the international model.

TS: What extras are you talking about?

Bahout explains he was giving me the 16MB card, USB and video cables, instruction manual, and one-year U.S. warranty for free only becuase he thought I was going to buy a bunch of other accessories. (According to Minolta's site, all the items Bahout described as gifts come standard with the Dimage 7i.)

Bahout tells me that unless I spend $270 on accessories, I'll receive an imported model of the Dimage.

Bahout: You are not going to be able to use it.

TS: I must be able to use the international version.

Bahout: Yes. But you still need cables and software and batteries. [Annoyed] Why are you tricking me? You led me to believe one thing and now you're switching.

I tell Bahout I want to pay no more than $599 for the camera, even if that means getting an imported version. He takes my billing information, but when I ask how I can track the shipment, Bahout scoffs. It could take up to three and a half months for my camera to arrive, he says.

As I write this, ten weeks later, I still haven't received the camera--but Broadway hasn't charged me.

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