So this is the upshot on Adorama's position: they are sticking to their policy as reproduced in DeadJohn's post above.
The lens hood wasn't listed as included so I shouldn't have expected it. Nor the case.
They will kindly replace the broken lens cap.
This is in my opinion woeful business practice, both in lack of clarity about what's included in a 2nd hand purchase, and in dealing with a customer service problem.
The upshot for other buyers is that you should inquire in detail about what comes with any 2nd hand deal. A standard inclusion with a new purchase is not standard here. In fact the item descriptions produced by 'amateurs' selling stuff here are done better. If there's not an original cap eg you are informed there's an aftermarket unit.
In my case, the lens hood that's missing fits only two Pentax lenses - so that means two lenses in the known universe. Amazon lists a new original unit, supplied by Adorama as it happens. $25 for the unit, and
$73 to ship to Australia. With currency conversion, that would cost me
AUD 133.
Adorama fails, three times.
Never ever again.
---------- Post added 07-31-15 at 06:08 AM ----------
Originally posted by Helen Oster I think you really need to discuss this with Jorge - he left you a voice message.
No, he sent an email.
In that he asked me to contact him by phone.
An international call is difficult, not least because of the 12 hour time difference.
I asked him to deal with this via email and he did so. There is to be no change to your obscurely posted policy.