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stevebrot · 09-15-2014, 07:39 PM

Originally posted by GerryL

I don't even know what to do now that this is happening. =( =(

Registered letter on your lawyers letterhead.

Steve

Edgar_in_Indy · 09-15-2014, 10:23 PM

I'm sensing a "sticky" on what to do when Pentax won't return your broken equipment.

Alex Nostalgix · 09-16-2014, 09:05 AM - **1 Like**

Still waiting. Finally got an answer from Precision.....They told me that I needed my serial number since they cant pull up repair(s) by phone number for who knows why. Them having my camera, box, receipt or anything that has my serial number I called Pentax and then they said to call CRIS so I can get the serial number since apparently Pentax doesn't know (even though its logged in their system). CRIS went extremely smoothly after telling them my problem about my serial number, They were able to pull my info and give me my serial number so I can give to precision for to check repair status. Now if precision would learn to pick up their phones.....that be great...

lytrytyr · 09-17-2014, 09:43 AM

The latter part (03.25) of this LuLa video from Photokina may be of interest -- some comments from Jim Malcolm

Alex Nostalgix · 09-18-2014, 03:57 AM

Originally posted by lytrytyr

The latter part (03.25) of this LuLa video from Photokina may be of interest -- some comments from Jim Malcolm

Its a shame they seem to give the stupid 645Z all the preference to just about everything. Currently everyone who has there stuff in for service is having the crappiest time ever..

mysterick · 09-18-2014, 06:11 AM - **1 Like**

Originally posted by ramseybuckeye

My status online actually changed to "in repair" today.

I would suggest that you call Ricoh directly and not Precision, since they don't answer the phones anyway. Another avenue is the Ricoh Imaging website, specifically the Community Forums. They have a section on customer service. You can post there and maybe nothing will come of it, but it's a platform for the customer, it can't hurt.

Calling Ricoh AND using their online Chat and Web-forms seem to have moved my cause in a slight but positive direction. The call center (Paul) said that they ARE moving all comments to the corporate level. He also said they have been monitoring this thread. To me, it sounds like they are building a case. It doesn't appear that PF considered this situation for repairs to be important enough to ask Ricoh at Photokina? ..

**Eagle94VT** · 09-18-2014, 10:16 AM

For me, this is now officially a race. Will I have the new Pentax/Ricoh full frame in my hand before or after my 16-50 returns? The clock starts now. Date of arrival of my lens to a service center = 3 JULY 2014. Tick tick tick tick...

**ramseybuckeye** · 09-18-2014, 04:04 PM - **1 Like**

Originally posted by mysterick

Calling Ricoh AND using their online Chat and Web-forms seem to have moved my cause in a slight but positive direction. The call center (Paul) said that they ARE moving all comments to the corporate level. He also said they have been monitoring this thread. To me, it sounds like they are building a case. It doesn't appear that PF considered this situation for repairs to be important enough to ask Ricoh at Photokina? ..

Paul was the rep who helped me also, I think the fourth rep I've talked to. In that video Jim Malcolm mentions the next thirty days will "smooth out". sounds like he is acknowledging the problems. I hope he's not just being hopeful.

**monochrome** · 09-18-2014, 05:03 PM - **1 Like**

Originally posted by ramseybuckeye

Paul was the rep who helped me also, I think the fourth rep I've talked to. In that video Jim Malcolm mentions the next thirty days will "smooth out". sounds like he is acknowledging the problems. I hope he's not just being hopeful.

JM is a nice guy and really wants RIAC to succeed - but - this feels like a case of information not flowing uphill very quickly. Probably not his fault (or JCP's) directly, but it's on his watch and he has a boss from Japan . . . . .

**Eagle94VT** · 09-18-2014, 05:09 PM - **2 Likes**

...But have no worries. I jest, but I am patient and realize with a shift from one company to another there will be delays and unforeseen bumps along the way. The big wrinkle is just the communication piece - I know this isn't going to be a quick fix, but it'd be good to have someone say "We have your lens, we'll take care of it." Simple things like that go a long way.

**ramseybuckeye** · 09-18-2014, 07:21 PM

Originally posted by Eagle94VT

... but it'd be good to have someone say "We have your lens, we'll take care of it." Simple things like that go a long way.

That pretty much nails what they missed here. Being told it's there but just not logged yet does not give you any peace of mind.

WallEye · 09-22-2014, 05:03 PM

Originally posted by mysterick

I just spoke with a customer service person at Precision at the 800 number above supplied to me by CRIS. After about 20 rings (it's a long story) I was able to get through. She didn't seem versed in repair language. I was told that they do not do the repairs but send them to the factory. I said you mean you send them to Japan or Vietnam? She said, actually they have a factory in the US. ??? Can someone help me have confidence in this series of unannounced repair circumstances?

---------- Post added 07-29-14 at 01:01 PM ----------

I just e-mailed them with the same questions to see if there is any difference in the response.

---------- Post added 07-29-14 at 01:17 PM ----------

I just spoke with Randy at Ricoh. CRIS is in the process of moving to Precision in Connecticut and will be ready for orders after August 10th. He said if anyone has questions to call (800) 877-0155. 3-4 week minimums for repair turn around.
AND there is NO factory in the US.
Peace

Good luck I've been waiting two months and precision won't return calls or emails. 645d warranty issue. Pray u don't need repair! Pentax makes u think there going to help but they have no control! I think Ricoh is going to be the down fall of my beloved Pentax.

**Eagle94VT** · 09-22-2014, 05:31 PM

My lens is at precision. The screen says to call. I've tried a few times a day for a few days...has any ever had someone pick up?

WallEye · 09-23-2014, 02:14 AM

Originally posted by stevebrot

Registered letter on your lawyers letterhead.

Steve

attorney generals office works well also!

Qwntm · 09-23-2014, 08:52 PM - **2 Likes**

And this is why people shoot Nikon or Canon if you have to get the job done. You just cant wank around waiting for Ricoh to figure out which uninterested third party is going to fix your SDM motor when it craps out.

I love my Pentax cameras, but the end is nigh...

09-16-2014, 09:05 AM - 1 Like	#123
Alex Nostalgix Forum Member Join Date: Feb 2014 Photos: Albums Posts: 60	Still waiting. Finally got an answer from Precision.....They told me that I needed my serial number since they cant pull up repair(s) by phone number for who knows why. Them having my camera, box, receipt or anything that has my serial number I called Pentax and then they said to call CRIS so I can get the serial number since apparently Pentax doesn't know (even though its logged in their system). CRIS went extremely smoothly after telling them my problem about my serial number, They were able to pull my info and give me my serial number so I can give to precision for to check repair status. Now if precision would learn to pick up their phones.....that be great... Last edited by Alex Nostalgix; 09-16-2014 at 10:11 AM.

09-17-2014, 09:43 AM	#124
lytrytyr Pentaxian Join Date: Nov 2011 Photos: Gallery \| Albums Posts: 4,310	The latter part (03.25) of this LuLa video from Photokina may be of interest -- some comments from Jim Malcolm Vimeo

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09-15-2014, 07:39 PM	#121
stevebrot Otis Memorial Pentaxian Join Date: Mar 2007 Location: Vancouver (USA) Photos: Gallery \| Albums Posts: 42,007	Originally posted by GerryL I don't even know what to do now that this is happening. =( =( Registered letter on your lawyers letterhead. Steve

09-15-2014, 10:23 PM	#122
Edgar_in_Indy Veteran Member Join Date: May 2010 Location: Indiana, USA Photos: Gallery Posts: 2,685	I'm sensing a "sticky" on what to do when Pentax won't return your broken equipment.

09-18-2014, 03:57 AM	#125
Alex Nostalgix Forum Member Join Date: Feb 2014 Photos: Albums Posts: 60	Originally posted by lytrytyr The latter part (03.25) of this LuLa video from Photokina may be of interest -- some comments from Jim Malcolm Its a shame they seem to give the stupid 645Z all the preference to just about everything. Currently everyone who has there stuff in for service is having the crappiest time ever..

09-18-2014, 06:11 AM - 1 Like	#126
mysterick Veteran Member Join Date: Oct 2006 Location: 44266 Photos: Gallery \| Albums Posts: 568 Original Poster	Originally posted by ramseybuckeye My status online actually changed to "in repair" today. I would suggest that you call Ricoh directly and not Precision, since they don't answer the phones anyway. Another avenue is the Ricoh Imaging website, specifically the Community Forums. They have a section on customer service. You can post there and maybe nothing will come of it, but it's a platform for the customer, it can't hurt. Calling Ricoh AND using their online Chat and Web-forms seem to have moved my cause in a slight but positive direction. The call center (Paul) said that they ARE moving all comments to the corporate level. He also said they have been monitoring this thread. To me, it sounds like they are building a case. It doesn't appear that PF considered this situation for repairs to be important enough to ask Ricoh at Photokina? ..

09-18-2014, 10:16 AM	#127
Eagle94VT Site Supporter Join Date: Dec 2010 Photos: Albums Posts: 291	For me, this is now officially a race. Will I have the new Pentax/Ricoh full frame in my hand before or after my 16-50 returns? The clock starts now. Date of arrival of my lens to a service center = 3 JULY 2014. Tick tick tick tick...

09-18-2014, 04:04 PM - 1 Like	#128
ramseybuckeye Site Supporter Join Date: Apr 2009 Location: Hampstead, NC Photos: Gallery Posts: 17,295	Originally posted by mysterick Calling Ricoh AND using their online Chat and Web-forms seem to have moved my cause in a slight but positive direction. The call center (Paul) said that they ARE moving all comments to the corporate level. He also said they have been monitoring this thread. To me, it sounds like they are building a case. It doesn't appear that PF considered this situation for repairs to be important enough to ask Ricoh at Photokina? .. Paul was the rep who helped me also, I think the fourth rep I've talked to. In that video Jim Malcolm mentions the next thirty days will "smooth out". sounds like he is acknowledging the problems. I hope he's not just being hopeful.

09-18-2014, 05:03 PM - 1 Like	#129
monochrome Loyal Site Supporter Join Date: Mar 2008 Location: Working From Home Photos: Gallery \| Albums Posts: 26,276	Originally posted by ramseybuckeye Paul was the rep who helped me also, I think the fourth rep I've talked to. In that video Jim Malcolm mentions the next thirty days will "smooth out". sounds like he is acknowledging the problems. I hope he's not just being hopeful. JM is a nice guy and really wants RIAC to succeed - but - this feels like a case of information not flowing uphill very quickly. Probably not his fault (or JCP's) directly, but it's on his watch and he has a boss from Japan . . . . .

09-18-2014, 05:09 PM - 2 Likes	#130
Eagle94VT Site Supporter Join Date: Dec 2010 Photos: Albums Posts: 291	...But have no worries. I jest, but I am patient and realize with a shift from one company to another there will be delays and unforeseen bumps along the way. The big wrinkle is just the communication piece - I know this isn't going to be a quick fix, but it'd be good to have someone say "We have your lens, we'll take care of it." Simple things like that go a long way.

09-18-2014, 07:21 PM	#131
ramseybuckeye Site Supporter Join Date: Apr 2009 Location: Hampstead, NC Photos: Gallery Posts: 17,295	Originally posted by Eagle94VT ... but it'd be good to have someone say "We have your lens, we'll take care of it." Simple things like that go a long way. That pretty much nails what they missed here. Being told it's there but just not logged yet does not give you any peace of mind.

09-22-2014, 05:03 PM	#132
WallEye New Member Join Date: Sep 2013 Location: Up Up state NY Photos: Gallery \| Albums Posts: 25	Originally posted by mysterick I just spoke with a customer service person at Precision at the 800 number above supplied to me by CRIS. After about 20 rings (it's a long story) I was able to get through. She didn't seem versed in repair language. I was told that they do not do the repairs but send them to the factory. I said you mean you send them to Japan or Vietnam? She said, actually they have a factory in the US. ??? Can someone help me have confidence in this series of unannounced repair circumstances? ---------- Post added 07-29-14 at 01:01 PM ---------- I just e-mailed them with the same questions to see if there is any difference in the response. ---------- Post added 07-29-14 at 01:17 PM ---------- I just spoke with Randy at Ricoh. CRIS is in the process of moving to Precision in Connecticut and will be ready for orders after August 10th. He said if anyone has questions to call (800) 877-0155. 3-4 week minimums for repair turn around. AND there is NO factory in the US. Peace Good luck I've been waiting two months and precision won't return calls or emails. 645d warranty issue. Pray u don't need repair! Pentax makes u think there going to help but they have no control! I think Ricoh is going to be the down fall of my beloved Pentax.

09-22-2014, 05:31 PM	#133
Eagle94VT Site Supporter Join Date: Dec 2010 Photos: Albums Posts: 291	My lens is at precision. The screen says to call. I've tried a few times a day for a few days...has any ever had someone pick up?

09-23-2014, 02:14 AM	#134
WallEye New Member Join Date: Sep 2013 Location: Up Up state NY Photos: Gallery \| Albums Posts: 25	Originally posted by stevebrot Registered letter on your lawyers letterhead. Steve attorney generals office works well also!

09-23-2014, 08:52 PM - 2 Likes	#135
Qwntm Veteran Member Join Date: Jul 2011 Location: Eastern Oregon Posts: 856	And this is why people shoot Nikon or Canon if you have to get the job done. You just cant wank around waiting for Ricoh to figure out which uninterested third party is going to fix your SDM motor when it craps out. I love my Pentax cameras, but the end is nigh...

Repairs

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