Pentax JAPAN formally apologizes on their website

bobell69 · 01-26-2011, 11:03 AM

This apology goes a long way as far as I am concerned. I purchased my K5 with eyes wide opened and I even talked to the camera store rep about the potential problem before I purchased it. It did indeed have a stain problem., not big, but a problem. My decision was to rather than test all of the cameras in the store's warehouse, which were part of the same lot, I asked the store rep to send the camera to Pentax Canada for repair or replacement.

Kudos to Pentax for coming forward and apologizing for the problems that the stain issue have caused. No laying blames on anyone just a good ole apology.

I can hardly wait until my camera returns so that I can once again return my K10D to its 2nd body role and get on with doing what I enjoy most and that is photography.

**dadipentak** · 01-26-2011, 11:12 AM

I'm with Bob. I'm quite surprised and very pleased by this forthright acknowledgment of the issue and assurance that they'll make it right. I'll send mine in right after the basketball season ends (until which, I need the high-iso performance.)

.

fstdslrkx · 01-26-2011, 12:45 PM

People are aware that some products can be faulty. Thy just need to know that manufacturer will stand behind the product in those cases and they need to know that those cases are acceptably rare.
I had K-X and it did not suffer from any blur. I have K-5 and it has no spots nor i notice low light focus issues. My 16-50 works well. Seeing that Pentax also stands behind their products when there is a problem really boosts confidence in the brand.
I hope that all the cameras with stains will be replaced soon and their owners will be able to fully enjoy K-5.

bwDraco · 01-26-2011, 01:54 PM

Originally posted by loveisageless

It would be nice if the same apology appeared on the Pentax USA website soon.

The apology is up on the United States PENTAX Imaging website:
K-5 Sensor Stains | Pentax Support

--DragonLord

falconeye · 01-26-2011, 02:52 PM

Originally posted by DragonLord

The apology is up on the United States PENTAX Imaging website:
K-5 Sensor Stains | Pentax Support

Thanks for the link.

Nevertheless, I like the bold apology from Pentax JAPAN much more. It is the top message in their news section rather than a "self service" article.

So, seems that if Japan apologizes, they do it right

Wheatfield · 01-26-2011, 03:17 PM

Originally posted by yusuf

Why repair? Brand new replacement would be an appropriate gesture when it's their fault.

Read the terms of your warranty. I suspect it will read "repair or replace at their discretion" or words to that effect.
Any manufacturing defect is "their fault".
From the looks of it, they are replacing (for the most part) anyway.
Anyone who has had a product recall on a vehicle will realize that repair is the more common way of resolving manufacturing defects.
My 2004 Nissan was just recalled a couple of weeks ago to replace a potentially defective ECM.
I would have loved it if they had just given me a new truck, but this isn't a realistic expectation.

**Douglas_of_Sweden** · 01-26-2011, 03:56 PM - **1 Like**

Originally posted by loveisageless

...People in the States don't necessarily read Japanese. My point is that they sell their equipment worldwide and as such it would be respectful of their customers to post the same message (tranlated accordingly) on all of their websites...

Not to defend wheatfield, but to defend Pentax. Had you cared to follow the link Falcon gave to the English speaking section of Pentax central website, you would have seen that the announcement was indeed in English. I'm not going to argue with you about the quality of some of wheatfields posts (while others are very good), but you have to admit that you yourself look ludicrous complaining that you don't read Japanese...when it was in plain English. Of course all their local representants will publish this in a multitude of languages, but please give them a day or two. It has to start in the heart of the corporation.

Last edited by Douglas_of_Sweden; 01-26-2011 at 05:32 PM.

hooverfocus · 01-26-2011, 04:11 PM

Originally posted by Douglas_of_Sweden

Not to defend wheatfield, but to defend Pentax. Had you cared to follow the link Falcon gave to the English speaking section of Pentax central website, you would have seen that the announcement was indeed in English. I'm not going to argue with you about the quality of some of wheatfields posts (while others are very good), but you have to admit that you yourself look ludicrous complaining that you don't read Japanese...when it was in plain English. Of course all their local representants will publish this in a multitude of languages, but please give them a day or two. It has to start in the hart of the corporation.

Indeed, Pentax D-A-CH updated their websites with the announcement in German earlier today, and more recently, the same happened for our fellow Dutchmen. It's just about making the rounds now. Glad they came forth with it.

HGMonaro · 01-26-2011, 04:41 PM

ok, that's sorted... I now await some clarification on SDM issues

bobell69 · 01-26-2011, 04:42 PM

Nothing as yet on Pentax Canada's site., but then again they are always slow with updates. I'm sure it will eventually show up there. It took about six weeks after the K5 was announced that they decided to change the K20D as their flagship camera on their home page.

Class A · 01-26-2011, 05:53 PM - **1 Like**

The optimist says "The fact that there is a public apology means they are on top of the issue and no new K-5 should show the problem."

The pessimist says "They should have provided an image showing regular dust bunnies as well -- highlighting the difference between real stains and harmless dust bunnies in writing -- in order to prevent users from sending in their dirty but otherwise perfect sensors."

**Douglas_of_Sweden** · 01-26-2011, 06:53 PM

Originally posted by Class A

The pessimist says "They should have provided an image showing regular dust bunnies as well -- highlighting the difference between real stains and harmless dust bunnies in writing -- in order to prevent users from sending in their dirty but otherwise perfect sensors."

That's actually a good idea. I think we have had our share of nervous K-5 owners posting pictures of regular dust at this and other forum.

**Fontan** · 01-26-2011, 07:58 PM - **1 Like**

I heard that there will be a commercial where a Pentax employee will cut his own throat on TV.

HawaiianOnline · 01-26-2011, 09:15 PM

Originally posted by Fontan

I heard that there will be a commercial where a Pentax employee will cut his own throat on TV.

I have no doubt that there are some that will demand this, or perhaps seppuku with a kaishakunin...

yusuf · 01-27-2011, 03:12 AM

Originally posted by Wheatfield

I would have loved it if they had just given me a new truck, but this isn't a realistic expectation.

well, there is a diff between 2004 Nissan and months old top-of-the-line launch - it's realistic expectation for customer to get replacement in this case. Please note, I don't own k-5.

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01-26-2011, 11:03 AM	#16
bobell69 Veteran Member Join Date: Sep 2007 Location: Courtenay BC Photos: Gallery \| Albums Posts: 498	This apology goes a long way as far as I am concerned. I purchased my K5 with eyes wide opened and I even talked to the camera store rep about the potential problem before I purchased it. It did indeed have a stain problem., not big, but a problem. My decision was to rather than test all of the cameras in the store's warehouse, which were part of the same lot, I asked the store rep to send the camera to Pentax Canada for repair or replacement. Kudos to Pentax for coming forward and apologizing for the problems that the stain issue have caused. No laying blames on anyone just a good ole apology. I can hardly wait until my camera returns so that I can once again return my K10D to its 2nd body role and get on with doing what I enjoy most and that is photography.

01-26-2011, 11:12 AM	#17
dadipentak Site Supporter Join Date: Jul 2008 Location: Baltimore, Maryland Photos: Gallery Posts: 11,590	I'm with Bob. I'm quite surprised and very pleased by this forthright acknowledgment of the issue and assurance that they'll make it right. I'll send mine in right after the basketball season ends (until which, I need the high-iso performance.) .

01-26-2011, 12:45 PM	#18
fstdslrkx Forum Member Join Date: Nov 2009 Location: Israel Photos: Gallery \| Albums Posts: 55	People are aware that some products can be faulty. Thy just need to know that manufacturer will stand behind the product in those cases and they need to know that those cases are acceptably rare. I had K-X and it did not suffer from any blur. I have K-5 and it has no spots nor i notice low light focus issues. My 16-50 works well. Seeing that Pentax also stands behind their products when there is a problem really boosts confidence in the brand. I hope that all the cameras with stains will be replaced soon and their owners will be able to fully enjoy K-5.

01-26-2011, 01:54 PM	#19
bwDraco Veteran Member Join Date: Jul 2010 Location: New York Photos: Albums Posts: 1,071	Originally posted by loveisageless It would be nice if the same apology appeared on the Pentax USA website soon. The apology is up on the United States PENTAX Imaging website: K-5 Sensor Stains \| Pentax Support --DragonLord

01-26-2011, 02:52 PM	#20
falconeye Veteran Member Join Date: Jan 2008 Location: Munich, Alps, Germany Photos: Gallery Posts: 6,871 Original Poster	Originally posted by DragonLord The apology is up on the United States PENTAX Imaging website: K-5 Sensor Stains \| Pentax Support Thanks for the link. Nevertheless, I like the bold apology from Pentax JAPAN much more. It is the top message in their news section rather than a "self service" article. So, seems that if Japan apologizes, they do it right

01-26-2011, 03:17 PM	#21
Wheatfield Moderator Join Date: Apr 2008 Location: The wheatfields of Canada Posts: 15,981	Originally posted by yusuf Why repair? Brand new replacement would be an appropriate gesture when it's their fault. Read the terms of your warranty. I suspect it will read "repair or replace at their discretion" or words to that effect. Any manufacturing defect is "their fault". From the looks of it, they are replacing (for the most part) anyway. Anyone who has had a product recall on a vehicle will realize that repair is the more common way of resolving manufacturing defects. My 2004 Nissan was just recalled a couple of weeks ago to replace a potentially defective ECM. I would have loved it if they had just given me a new truck, but this isn't a realistic expectation.

01-26-2011, 03:56 PM - 1 Like	#22
Douglas_of_Sweden Site Supporter Join Date: Apr 2008 Location: Stockholm Photos: Gallery Posts: 3,374	Originally posted by loveisageless ...People in the States don't necessarily read Japanese. My point is that they sell their equipment worldwide and as such it would be respectful of their customers to post the same message (tranlated accordingly) on all of their websites... Not to defend wheatfield, but to defend Pentax. Had you cared to follow the link Falcon gave to the English speaking section of Pentax central website, you would have seen that the announcement was indeed in English. I'm not going to argue with you about the quality of some of wheatfields posts (while others are very good), but you have to admit that you yourself look ludicrous complaining that you don't read Japanese...when it was in plain English. Of course all their local representants will publish this in a multitude of languages, but please give them a day or two. It has to start in the heart of the corporation. Last edited by Douglas_of_Sweden; 01-26-2011 at 05:32 PM.

01-26-2011, 04:11 PM	#23
hooverfocus Senior Member Join Date: Aug 2010 Posts: 210	Originally posted by Douglas_of_Sweden Not to defend wheatfield, but to defend Pentax. Had you cared to follow the link Falcon gave to the English speaking section of Pentax central website, you would have seen that the announcement was indeed in English. I'm not going to argue with you about the quality of some of wheatfields posts (while others are very good), but you have to admit that you yourself look ludicrous complaining that you don't read Japanese...when it was in plain English. Of course all their local representants will publish this in a multitude of languages, but please give them a day or two. It has to start in the hart of the corporation. Indeed, Pentax D-A-CH updated their websites with the announcement in German earlier today, and more recently, the same happened for our fellow Dutchmen. It's just about making the rounds now. Glad they came forth with it.

01-26-2011, 04:41 PM	#24
HGMonaro Veteran Member Join Date: Apr 2007 Location: Melb. Aust Posts: 840	ok, that's sorted... I now await some clarification on SDM issues

01-26-2011, 04:42 PM	#25
bobell69 Veteran Member Join Date: Sep 2007 Location: Courtenay BC Photos: Gallery \| Albums Posts: 498	Nothing as yet on Pentax Canada's site., but then again they are always slow with updates. I'm sure it will eventually show up there. It took about six weeks after the K5 was announced that they decided to change the K20D as their flagship camera on their home page.

01-26-2011, 05:53 PM - 1 Like	#26
Class A Pentaxian Join Date: Aug 2008 Location: Wellington, New Zealand Posts: 11,251	The optimist says "The fact that there is a public apology means they are on top of the issue and no new K-5 should show the problem." The pessimist says "They should have provided an image showing regular dust bunnies as well -- highlighting the difference between real stains and harmless dust bunnies in writing -- in order to prevent users from sending in their dirty but otherwise perfect sensors."

01-26-2011, 06:53 PM	#27
Douglas_of_Sweden Site Supporter Join Date: Apr 2008 Location: Stockholm Photos: Gallery Posts: 3,374	Originally posted by Class A The pessimist says "They should have provided an image showing regular dust bunnies as well -- highlighting the difference between real stains and harmless dust bunnies in writing -- in order to prevent users from sending in their dirty but otherwise perfect sensors." That's actually a good idea. I think we have had our share of nervous K-5 owners posting pictures of regular dust at this and other forum.

01-26-2011, 07:58 PM - 1 Like	#28
Fontan Site Supporter Join Date: Jan 2011 Location: 5th floor Posts: 1,610	I heard that there will be a commercial where a Pentax employee will cut his own throat on TV.

01-26-2011, 09:15 PM	#29
HawaiianOnline Veteran Member Join Date: Jan 2007 Location: Hawaii Posts: 613	Originally posted by Fontan I heard that there will be a commercial where a Pentax employee will cut his own throat on TV. I have no doubt that there are some that will demand this, or perhaps seppuku with a kaishakunin...

01-27-2011, 03:12 AM	#30
yusuf Pentaxian Join Date: Nov 2008 Location: Palo Alto, CA Photos: Gallery Posts: 2,497	Originally posted by Wheatfield I would have loved it if they had just given me a new truck, but this isn't a realistic expectation. well, there is a diff between 2004 Nissan and months old top-of-the-line launch - it's realistic expectation for customer to get replacement in this case. Please note, I don't own k-5.