Originally posted by bschriver11 Precision attempts to bill you for the warranty repair hoping you will just pay the bill.
That is a pretty low accusation, particularly since they will not start a repair until they have payment authorization.*
My experience with them for warranty service was that the work was delayed due to non-response from Ricoh/Pentax. It took 2+ weeks and several attempts from Precision as well as one by me to get Ricoh/Pentax to respond with the repair authorization. This is a huge issue in my mind. Ricoh apparently had no firm mechanism for authorizing or tracking warranty repair work for items in the Precision work queue. What's more, Precision was not diligent in keeping the process moving.
This is the intended process as explained to me over the phone by Precision:
- You send item along with proof of purchase** and indication that you desire warranty repair
- Precision accessions your item and requests service authorization from Ricoh/Pentax
- Ricoh/Pentax responds with service authorization
- Precision does the work and sends it back to you
The 3rd step was the bind. Other users on this site have reported similar experience on what should have been quick and straightforward warranty repairs but where the item sat for weeks waiting for work authorization from Ricoh/Pentax. My preference would be that the sequence work something like this:
- Owner contacts Ricoh/Pentax for warranty service and provides serial number and proof-of-purchase
- Ricoh/Pentax responds with service authorization number and pre-paid UPS label to send the item to Precision
- Owner sends item to Precision
- Both owner and Ricoh/Pentax are notified by Precision of receipt, successful repair, and return shipment/delivery
Steve
* That being said, I was surprised that they requested credit card information when I used their online form though the card was never charged nor was it bound with a hold.
** Warranty card? I don't believe that Pentax has provided warranty cards for some time. The exception would be the two year warranty extension.