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Tom S. · 12-09-2010, 08:07 AM

Originally posted by falconeye

Andras,

as I posted in the Sensor problem resolution thread, Pentax does listen. Customers with a real issue (like the string of pearls) will get their camera exchanged. Great customer service indeed. Moreover, they now apply additional QC to avoid the problem reaching the customer. Even to existing stock!

That is in Europe. So far in the US, there has been no response that I am aware of.

ve2vfd · 12-09-2010, 08:21 AM

Originally posted by Tom S.

That is in Europe. So far in the US, there has been no response that I am aware of.

Same in Canada... I emailed them yesterday with a description of the problem, link to the poll thread as well as link to photos of the contamination and have not heard from them. I did specifically request that they at the very least acknowledge receipt of the email.

I figure giving them 48hrs to respond is reasonable, then I'll escalate this.

Pat

gnaztee · 12-09-2010, 08:35 AM

Originally posted by Wheatfield

Well Gene, I counted 9 threads totaling 691 posts on the subject running at the moment.
It seems to me that this shows that there are a lot of people having problems figuring out what to do when they have an equipment malfunction.
I'm merely trying to help these people out by suggesting the best way possible for them to resolve their problem with their new camera.

You can be sure that both 6000+ posts and generous financial contributions to the site don't give me any special privilege.

I'm with you. While I'm not prepared to write a comprehensive essay on the benefits and drawbacks of the internet at present, I will venture a guess that returning a defective piece of equipment to either the place one bought it or the manufacturer has a better chance of fixing the problem than repeating in post after post how Pentax has wronged humanity.

RBellavance · 12-09-2010, 08:38 AM

Originally posted by ve2vfd

Same in Canada... I emailed them yesterday with a description of the problem, link to the poll thread as well as link to photos of the contamination and have not heard from them. I did specifically request that they at the very least acknowledge receipt of the email.

Has anyone ever received a reply to an unsollicited email sent to Pentax Canada ? I tried to contact them 3 times by email in the past and gave up. Interestingly, they did reply to an email I sent *after they asked me to confirm something by email*.

Calling them is the way to go for new issues, it seems.

falconeye · 12-09-2010, 08:54 AM

Originally posted by Tom S.

That is in Europe. So far in the US, there has been no response that I am aware of.

Well.
I guess if Misere or LanceB ask Ned directly, they may be able to report as well ...

The thing was escalated to Pentax management level and now it has to tickle down to the continent-wide service infrastructures.

Rupert · 12-09-2010, 08:54 AM

I'm not sure there is a solution to this that will please everyone, but I do know that a lack of clarity of the problem in an Official manner by Pentax is hurting them at the strongest buying season of the year. Just an acknowledgment of the problem, and a course of action for the confidence of new buyers could prevent more damage to sales, but apparently they are going to put in in the box with SDM failures and deny its existence?

I was hoping for my new K5 for Christmas, but like many others, I will wait until the "All Clear" sign comes on, whenever that may be. For SDM, that light is still not on, is it?
Regards!

planedriver · 12-09-2010, 10:30 AM

Originally posted by falconeye

Andras,

as I posted in the Sensor problem resolution thread, Pentax does listen. Customers with a real issue (like the string of pearls) will get their camera exchanged. Great customer service indeed. Moreover, they now apply additional QC to avoid the problem reaching the customer. Even to existing stock!

Falk,

That is exacly the same what I was told by the official repair company here in Hungary. I'm packing my camera now..and hope this issue is solved in that simple manner as it was told. After that I will say great customer service.. Hope I will..

Andras

**jbinpg** · 12-09-2010, 10:41 AM

Rupert - Just a note that my K20 was struggling with my DA* 300 SDM intermittently. But it hasn't skipped a beat on my new K-5. Fast, quiet as it should be and the new AF is superior to the old version.

Jack

xGene · 12-09-2010, 10:42 AM

Originally posted by Wheatfield

1) Well Gene, I counted 9 threads totaling 691 posts on the subject running at the moment.
It seems to me that this shows that there are a lot of people having problems figuring out what to do when they have an equipment malfunction.

2) I'm merely trying to help these people out by suggesting the best way possible for them to resolve their problem with their new camera.

3)You can be sure that both 6000+ posts and generous financial contributions to the site don't give me any special privilege.

1) People are seeking information. That's the purpose of any forums.
2) Merely? But again, it can be done without the condescending tone. You really believe that by being condescending you will change what/how people post??
3) You are correct, it doesn't.

Gene

Rupert · 12-09-2010, 11:07 AM

Originally posted by jbinpg

Rupert - Just a note that my K20 was struggling with my DA* 300 SDM intermittently. But it hasn't skipped a beat on my new K-5. Fast, quiet as it should be and the new AF is superior to the old version.

Jack

That is good news, my DA*50-135 is a slow focus lens on my K20D. Now if I could just be assured of getting a K5 without problems........
Best Regards!

Note: I had one 50-135 fail and Pentax replaced it. In all fairness to the DA*50-135, it would still be a Prize if it was total MF.....just a superior lens in every respect....except SDM.

ve2vfd · 12-09-2010, 12:57 PM

Originally posted by RBellavance

Has anyone ever received a reply to an unsollicited email sent to Pentax Canada ? I tried to contact them 3 times by email in the past and gave up.

It's the third or fourth time I email Pentax Canada service for information. The previous 2-3 times I never got an answer or even acknowledgement.

I'm still patiently waiting for a response to the email I sent yesterday but should I "fall thru the cracks" again I'll be sending a complaint by registered mail to the office of the CEO of Pentax Canada. I'm sorry but that kind of lack of service is simply unacceptable. If an email form is available on their site for their customers, then there are *no* excuses for not responding to the customers with at least a "we got your message" form email.

Yes I am a squeaky wheel...

Pat

alexeyga · 12-09-2010, 01:15 PM

Originally posted by ve2vfd

It's the third or fourth time I email Pentax Canada service for information. The previous 2-3 times I never got an answer or even acknowledgement.

I'm still patiently waiting for a response to the email I sent yesterday but should I "fall thru the cracks" again I'll be sending a complaint by registered mail to the office of the CEO of Pentax Canada. I'm sorry but that kind of lack of service is simply unacceptable. If an email form is available on their site for their customers, then there are *no* excuses for not responding to the customers with at least a "we got your message" form email.

Yes I am a squeaky wheel...

Pat

Pat, as i've said in another topic, i've spoken with a sales rep at Simon's when I was picking up mine... Long story short, they are slowly getting rid of all Pentax gear, biggest problem being - Pentax Canada... No marketing, no support, horrible supply...

Out of the whole batch of K5's they've ordered, Laval only got the one i've pre-paid... Still no news on the 18-135 though...

Pentax-Japan, are you hearing us?

**Douglas_of_Sweden** · 12-09-2010, 01:38 PM

Originally posted by NaClH2O

John, don't know if you noticed this in the thread you started but here is a clear example of the stains showing up in a "norma" photo
this is pretty blatant

NaCl(yep it exsists in the real world)H2O

I tried to estimate the size of the spots on in that photo, and those over the waterfall appear to correspond to about 0.2mm scaled down to sensor size. The spots Falconeye and others documented appears to be 30-40 micrometer. That's a big difference. Can this really be the same thing? I'm sceptical.

Rin · 12-09-2010, 02:14 PM

Originally posted by Tom S.

That is in Europe. So far in the US, there has been no response that I am aware of.

i hope they will do the same in holland and belgium, its not pentax that sells their cameras here but another distributor instead.

Ofer Hadas · 12-09-2010, 08:08 PM

Pat , Falk
I like your attitude and background work !
But maybe it is time to take it out from the Pentax forum into the photography world meaning to some general photography web site.
BTW - some of the emails here got personal and I thought we are here to share issues and get help how to get them resolved….

12-09-2010, 08:54 AM	#51
Rupert Veteran Member Join Date: Sep 2006 Location: Texas Photos: Gallery \| Albums Posts: 25,123	I'm not sure there is a solution to this that will please everyone, but I do know that a lack of clarity of the problem in an Official manner by Pentax is hurting them at the strongest buying season of the year. Just an acknowledgment of the problem, and a course of action for the confidence of new buyers could prevent more damage to sales, but apparently they are going to put in in the box with SDM failures and deny its existence? I was hoping for my new K5 for Christmas, but like many others, I will wait until the "All Clear" sign comes on, whenever that may be. For SDM, that light is still not on, is it? Regards! Last edited by Rupert; 12-09-2010 at 11:03 AM.

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12-09-2010, 08:07 AM	#46
Tom S. Veteran Member Join Date: May 2008 Location: S.E. Michigan Photos: Albums Posts: 4,317	Originally posted by falconeye Andras, as I posted in the Sensor problem resolution thread, Pentax does listen. Customers with a real issue (like the string of pearls) will get their camera exchanged. Great customer service indeed. Moreover, they now apply additional QC to avoid the problem reaching the customer. Even to existing stock! That is in Europe. So far in the US, there has been no response that I am aware of.

12-09-2010, 08:21 AM	#47
ve2vfd Veteran Member Join Date: Aug 2007 Location: Montreal, Canada Photos: Gallery Posts: 2,433	Originally posted by Tom S. That is in Europe. So far in the US, there has been no response that I am aware of. Same in Canada... I emailed them yesterday with a description of the problem, link to the poll thread as well as link to photos of the contamination and have not heard from them. I did specifically request that they at the very least acknowledge receipt of the email. I figure giving them 48hrs to respond is reasonable, then I'll escalate this. Pat

12-09-2010, 08:35 AM	#48
gnaztee Veteran Member Join Date: Nov 2007 Location: West Palm Beach, FL Posts: 772	Originally posted by Wheatfield Well Gene, I counted 9 threads totaling 691 posts on the subject running at the moment. It seems to me that this shows that there are a lot of people having problems figuring out what to do when they have an equipment malfunction. I'm merely trying to help these people out by suggesting the best way possible for them to resolve their problem with their new camera. You can be sure that both 6000+ posts and generous financial contributions to the site don't give me any special privilege. I'm with you. While I'm not prepared to write a comprehensive essay on the benefits and drawbacks of the internet at present, I will venture a guess that returning a defective piece of equipment to either the place one bought it or the manufacturer has a better chance of fixing the problem than repeating in post after post how Pentax has wronged humanity.

12-09-2010, 08:38 AM	#49
RBellavance Veteran Member Join Date: Nov 2006 Location: Near Montréal, Canada Photos: Gallery Posts: 1,716	Originally posted by ve2vfd Same in Canada... I emailed them yesterday with a description of the problem, link to the poll thread as well as link to photos of the contamination and have not heard from them. I did specifically request that they at the very least acknowledge receipt of the email. Has anyone ever received a reply to an unsollicited email sent to Pentax Canada ? I tried to contact them 3 times by email in the past and gave up. Interestingly, they did reply to an email I sent after they asked me to confirm something by email. Calling them is the way to go for new issues, it seems.

12-09-2010, 08:54 AM	#50
falconeye Veteran Member Join Date: Jan 2008 Location: Munich, Alps, Germany Photos: Gallery Posts: 6,871	Originally posted by Tom S. That is in Europe. So far in the US, there has been no response that I am aware of. Well. I guess if Misere or LanceB ask Ned directly, they may be able to report as well ... The thing was escalated to Pentax management level and now it has to tickle down to the continent-wide service infrastructures.

12-09-2010, 10:30 AM	#52
planedriver Inactive Account Join Date: Feb 2009 Location: Velence, Hungary Posts: 664 Original Poster	Originally posted by falconeye Andras, as I posted in the Sensor problem resolution thread, Pentax does listen. Customers with a real issue (like the string of pearls) will get their camera exchanged. Great customer service indeed. Moreover, they now apply additional QC to avoid the problem reaching the customer. Even to existing stock! Falk, That is exacly the same what I was told by the official repair company here in Hungary. I'm packing my camera now..and hope this issue is solved in that simple manner as it was told. After that I will say great customer service.. Hope I will.. Andras

12-09-2010, 10:41 AM	#53
jbinpg Site Supporter Join Date: Mar 2008 Location: Prince George, BC Photos: Gallery \| Albums Posts: 3,546	Rupert - Just a note that my K20 was struggling with my DA* 300 SDM intermittently. But it hasn't skipped a beat on my new K-5. Fast, quiet as it should be and the new AF is superior to the old version. Jack

12-09-2010, 10:42 AM	#54
xGene Senior Member Join Date: Apr 2008 Location: Toronto, Ontario Posts: 151	Originally posted by Wheatfield 1) Well Gene, I counted 9 threads totaling 691 posts on the subject running at the moment. It seems to me that this shows that there are a lot of people having problems figuring out what to do when they have an equipment malfunction. 2) I'm merely trying to help these people out by suggesting the best way possible for them to resolve their problem with their new camera. 3)You can be sure that both 6000+ posts and generous financial contributions to the site don't give me any special privilege. 1) People are seeking information. That's the purpose of any forums. 2) Merely? But again, it can be done without the condescending tone. You really believe that by being condescending you will change what/how people post?? 3) You are correct, it doesn't. Gene

12-09-2010, 11:07 AM	#55
Rupert Veteran Member Join Date: Sep 2006 Location: Texas Photos: Gallery \| Albums Posts: 25,123	Originally posted by jbinpg Rupert - Just a note that my K20 was struggling with my DA* 300 SDM intermittently. But it hasn't skipped a beat on my new K-5. Fast, quiet as it should be and the new AF is superior to the old version. Jack That is good news, my DA50-135 is a slow focus lens on my K20D. Now if I could just be assured of getting a K5 without problems........ Best Regards! Note: I had one 50-135 fail and Pentax replaced it. In all fairness to the DA50-135, it would still be a Prize if it was total MF.....just a superior lens in every respect....except SDM.

12-09-2010, 12:57 PM	#56
ve2vfd Veteran Member Join Date: Aug 2007 Location: Montreal, Canada Photos: Gallery Posts: 2,433	Originally posted by RBellavance Has anyone ever received a reply to an unsollicited email sent to Pentax Canada ? I tried to contact them 3 times by email in the past and gave up. It's the third or fourth time I email Pentax Canada service for information. The previous 2-3 times I never got an answer or even acknowledgement. I'm still patiently waiting for a response to the email I sent yesterday but should I "fall thru the cracks" again I'll be sending a complaint by registered mail to the office of the CEO of Pentax Canada. I'm sorry but that kind of lack of service is simply unacceptable. If an email form is available on their site for their customers, then there are no excuses for not responding to the customers with at least a "we got your message" form email. Yes I am a squeaky wheel... Pat

12-09-2010, 01:15 PM	#57
alexeyga Veteran Member Join Date: Dec 2008 Location: Montreal, Canada Posts: 838	Originally posted by ve2vfd It's the third or fourth time I email Pentax Canada service for information. The previous 2-3 times I never got an answer or even acknowledgement. I'm still patiently waiting for a response to the email I sent yesterday but should I "fall thru the cracks" again I'll be sending a complaint by registered mail to the office of the CEO of Pentax Canada. I'm sorry but that kind of lack of service is simply unacceptable. If an email form is available on their site for their customers, then there are no excuses for not responding to the customers with at least a "we got your message" form email. Yes I am a squeaky wheel... Pat Pat, as i've said in another topic, i've spoken with a sales rep at Simon's when I was picking up mine... Long story short, they are slowly getting rid of all Pentax gear, biggest problem being - Pentax Canada... No marketing, no support, horrible supply... Out of the whole batch of K5's they've ordered, Laval only got the one i've pre-paid... Still no news on the 18-135 though... Pentax-Japan, are you hearing us?

12-09-2010, 01:38 PM	#58
Douglas_of_Sweden Site Supporter Join Date: Apr 2008 Location: Stockholm Photos: Gallery Posts: 3,374	Originally posted by NaClH2O John, don't know if you noticed this in the thread you started but here is a clear example of the stains showing up in a "norma" photo this is pretty blatant NaCl(yep it exsists in the real world)H2O I tried to estimate the size of the spots on in that photo, and those over the waterfall appear to correspond to about 0.2mm scaled down to sensor size. The spots Falconeye and others documented appears to be 30-40 micrometer. That's a big difference. Can this really be the same thing? I'm sceptical.

12-09-2010, 02:14 PM	#59
Rin Forum Member Join Date: Nov 2010 Posts: 87	Originally posted by Tom S. That is in Europe. So far in the US, there has been no response that I am aware of. i hope they will do the same in holland and belgium, its not pentax that sells their cameras here but another distributor instead.

12-09-2010, 08:08 PM	#60
Ofer Hadas Forum Member Join Date: Oct 2008 Location: Israel Photos: Gallery Posts: 96	Pat , Falk I like your attitude and background work ! But maybe it is time to take it out from the Pentax forum into the photography world meaning to some general photography web site. BTW - some of the emails here got personal and I thought we are here to share issues and get help how to get them resolved….

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