This is where both Pentax and Ricoh step up and put their big boy pants on. Some one in Denver - preferably the new VP/Director picks up the phone, calls Japan, has them pull from the last manufacturing run the best unit that they can find. Send it back through QA/QC's final checks, verify its optical alignment, compare it against the optical standard, walk it outside and take some pictures with it, verify and validate that its a good copy. Pack it up. and then pack it again in a shipping box, deliver it to the air express company, drop shipping it either one day or two day delivery (with a really large FRAGILE sticker on the box) to "DragonLord".
Ricoh/Pentax wants to sell lens at a premium price - well here is where the rubber meets the road - folks. We have a guy that shoots Pentax, buys a premium lens, pays for it, is a student no less, is unable to use it for nearly 6 months, bouncing the lens all across the country trying to get it fixed. So, this is one of the defining moments where Executives earn their $alary and BONU$E$. They make thing$ right. Not ONLY do they make thing$ right, they follow up en$uring that everything i$ right. Not ONLY right - that the final outcome i$ PERFECT.
Ricoh/Pentax wants to play in the big leagues - suck it up and start performing. It is the little things - especially when things go wrong.
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PS - Our youngest son has worked for a world famous 5 star resort his last 6 months in high school and all the way through college - as a line chef. Upon graduation the company hired him into their Manager in Training program at another of their 5 star resorts - which has 10 restaurants. He is a supervisory chef in one of the restaurants. This is exactly what I have told him. This is exactly what the Executive Chef has told him along with the Director of Food and Beverage. This is the policy of the company. This is the same policy of their CEO.
On his first week - he was out taking the temperature of the buffet and a lady walked up asking where to find a Belgium waffle for her son. He refereed her to their waitress. A minute later the Director of Food and Beverage who just happened to swing by (and just happened to be watching) - pulled him aside and told him that it was his responsibility. He pulled a waffle cart over to the table - custom made the Belgium Waffle, sliced fresh strawberries and topped it with whipped cream. The family was delighted.
Later the same day, a couple who were staying at the resort happened to be talking with him. They told him that they loved the resort that he used to work at and wanted to try the new one for their 30th anniversary. He went back to the kitchen, called down to pastry and had them pull a small German Chocolate Cake, slice it and layer in raspberry and strawberries along with chocolate whipped cream, and had it delivered to their table - compliments of the property.
Customer Service.....