I have heard of plenty stories about them in CS. However, without bias, I shop there for primes and accessories and I feel their goods are ok and so are their pricing. If their prices are good, condition of equipment is good, i pay and then i say thank you. If not good or they say dont know, I thank them and hang up the phone.
I dont care about warranty as I expect the equipment to perform when I need them to. Any problem, i will send back to local agent and if agent reject, i send to the shop which had the piece for grey market.
As to why they dont have prices right there on the spot is because they have to convert from RMB to SG for equipment they do not have locally. They have to check selling price via the PC based video conference. Just in case some people do not know why it can take some time to check pricing is because OP is not the big brand photo shop like those in Peninsular stretch (who used to made a decent living with high prices and happy faces). Their price offer has to be way below recommended price and they try to remain competitive after tabulating exchange, cost of goods, shipping cost, gst and a profit. Sometimes they are cheaper, sometimes they are more costly.
I do pricing on my own products and it is not usually an easy thing to do. Giving ridiculous discounts cuts profits and it becomes hard to steer price back to up margin when other fix costs continue to rise.
As for miscommunications, i think we have to remember the OP bunch are not from Singapore. They are still learning our lingo! Singaporeans can get rude ok and I have seen it many times locally and overseas as well. So, what we read or hear may sometimes have two sides of the same coin.
Sometimes, i see customers sitting there for 5 hours, haggling the price and then ask for this that without buying a thing, hoping the boss would drop the pants for him. I just find it funny.
Disclaimer:
I am not part of OP nor am i their partner or advertising agent.