What is your experience with Precision Camera Repair in Enfield, CT (Poll)

**VoiceOfReason** · 09-27-2016, 05:30 AM

They have had my 150-450 for over a week now and no communication, though their self check shows they received it.

**joip** · 09-27-2016, 08:53 AM

Originally posted by mee

They are an odd company to me.. Because either you'll have no trouble with them or you'll have a ton of trouble. Some people here have reported no communication but their item returned (usually repaired) after weeks gone. But 8 weeks to me seems way out of the norm for them to have without any contact.

There was one guy who had a lens shipped (from Precision) to Japan apparently. That one took awhile (it was a 150-450mm too). I'd get on Ricoh CS though to get information. 8 weeks is way too long not to know.

Sent a request to Ricoh CS this morning. Will keep you posted.

**joip** · 09-27-2016, 01:45 PM

Originally posted by VoiceOfReason

They have had my 150-450 for over a week now and no communication, though their self check shows they received it.

They've had mine since August 1 & today they told me it was sent to the "factory". Did your lens jam?

**VoiceOfReason** · 09-27-2016, 03:48 PM

Originally posted by joip

They've had mine since August 1 & today they told me it was sent to the "factory". Did your lens jam?

Nope, the tripod food fell off. Looks like the metal in it had some micro-cracking since it had always had some flex and I didn't think much of it.

**joip** · 09-28-2016, 01:11 PM

Originally posted by VoiceOfReason

Nope, the tripod food fell off. Looks like the metal in it had some micro-cracking since it had always had some flex and I didn't think much of it.

Well that shouldn't take too long to fix. Hope you get it back soon!

**joip** · 09-29-2016, 08:23 AM

Originally posted by mee

They are an odd company to me.. Because either you'll have no trouble with them or you'll have a ton of trouble. Some people here have reported no communication but their item returned (usually repaired) after weeks gone. But 8 weeks to me seems way out of the norm for them to have without any contact.

There was one guy who had a lens shipped (from Precision) to Japan apparently. That one took awhile (it was a 150-450mm too). I'd get on Ricoh CS though to get information. 8 weeks is way too long not to know.

Ricoh just called to tell me my lens had been shipped to Japan for repair, is back at Precision today & should be back to me in a few days. He didn't have the tracking number as it hadn't been created yet. Maybe I'll have it back by next week

**Quartermaster James** · 09-29-2016, 09:41 AM

I have to wonder how much of the communication issue is just that there is nothing to communicate while Precision waits for parts from Ricoh.

**UncleVanya** · 09-29-2016, 09:41 AM

Originally posted by joip

Ricoh just called to tell me my lens had been shipped to Japan for repair, is back at Precision today & should be back to me in a few days. He didn't have the tracking number as it hadn't been created yet. Maybe I'll have it back by next week

Good to hear.

MadMathMind · 09-29-2016, 04:02 PM

They fixed my flash in a week or two. It was quick.

But I feel I dodged a bullet or just got lucky with a very simple repair, based on what everyone else has said about the company.

**joip** · 09-29-2016, 05:27 PM - **1 Like**

After my call from Ricoh this morning Precision called me to give me a tracking # & to let me know it is a 2 day delivery. Wow, did my contacting Ricoh a few days ago cause this response or would it have happened just this way anyway? I'll never know! The main thing is the lens is on it's way home & both companies corresponded - some better than others

Thanks to MEE for suggesting I contact Ricoh. Pentax Rocks!!

GuitarGuru76 · 10-01-2016, 07:30 PM

Mine was, and still is a head scratcher. I had bought a new K-01 from Adorama on 1-30-2013. Not quite a year after that, the camera just bricked, never to power up again. At the time Pentax instructed me to send it in for warranty repair, to CHRS, as Precision was not yet the repair center, Until August of 2014, (According to Ricoh). So, I send it off in January 2014 for repair, and it disappears for 6 months.Then I get an email mid June 2014, stating that All the repairs, tooling and parts were being sent to Precision, as CHRS was no longer an authorized repair facility. So, more time passes. I reach out to Precision to inquire if they had my camera, never got a reply. Then 2 weeks into August 2014, a box shows up at my house, with my still dead camera in it. No paperwork or explanation of any kind. I made a few attempts to contact Ricoh / Pentax with no success. So the camera sits bricked on my shelf. i did try recently to re open this nightmare with Ricoh, with no results yet again.
The response: Good evening James,

Sorry, I was travelling last week.
I got your receipt. thank you.

As per our Director operation, Precision has been appointed as our repair center in August 2014 not in 2013.
Any dealing in 2013 has to be sorted out in 2013.
So with that said, unfortunately there is nothing much that we can do.

Very Sincerely,

Yuliana Kwok
Customer Service and Purchasing Manager NA

RICOH IMAGING AMERICAS CORPORATION
Cell: 416-882-0357
Fax: 905-286-5586
yuliana.kwok@ricoh-imaging.ca
yuliana.kwok@us.ricoh-imaging.com

Way to take care of the customer....

**VoiceOfReason** · 10-07-2016, 05:58 AM

They have had my 150-450 in "in repair" status since September 19. I've used the contact form and got a reply that they would forward my request for an update to the repair department, but still no communication.

**UncleVanya** · 10-07-2016, 06:27 AM

Originally posted by VoiceOfReason

They have had my 150-450 in "in repair" status since September 19. I've used the contact form and got a reply that they would forward my request for an update to the repair department, but still no communication.

They communicate so poorly it is almost comical.

Cascadilla · 10-07-2016, 08:08 AM

I had a non functioning diaphragm on a 100 mm DFA macro, still under warranty. It took about two months to come back, which Precision blamed on needing parts to come in from Japan. The lens has worked fine since July when it returned to me, but communications were minimal at best and I think that Pentax needs to do a better job on this if they expect to keep customers happy. It doesn't seem too much to ask that their authorized repair service keep replacement parts in stock, and that they actually bother to send e-mails when they know that things will be delayed. When it became apparent that they weren't returning this lens very quickly, I bought a used Pentax FA replacement since I use this lens a lot for art repro work so at least now I have back up.

**UncleVanya** · 10-07-2016, 09:04 AM

I've detailed this before but I'll be brief and remind folks of how bad communication can get.

Sent camera a week or so after the swap to the new company for warranty work. Advised to delay to this point to avoid sending to old place and then cross shipping.
Camera there 2 months - no contact. Follow up multiple times - no answer on phones for 30-40 rings or more.
Finally get someone - they have no record of my camera.
Dig out paperwork from USPS - signature confirmed delivery. Pass this along.
Next they claim no receipt sent for proof of warranty. I fax a new copy of what they already have.
Magically my camera appears to be in Repair from out of nowhere - no contact from Precision.
Shows this way for a few days maybe a week.
As I follow up the next day, the camera shows up at my house fixed.
Later that week it shows shipped - long after it was here.

To be fair that is not a recent experience but it is also not unique. I have heard from other people outside of Pentax that that's just the way this place runs. They are apparently good at repairing things most of the time but they are no good at communications.

View Poll Results: What is your experience with Pentax authorized repair in Enfield CT?
Happy with repair performed, communication, and speed of service	14	25.45%
Happy with repair performed, service was lacking in communication	7	12.73%
Happy with repair performed, service was lacking in speed	3	5.45%
Happy with repair performed, service was lacking in speed AND communication	9	16.36%
Unhappy with repair performed, service speed and communication were good	2	3.64%
Unhappy with repair performed and communication, service speed good	1	1.82%
Unhappy with repair performed and service speed, communication good	3	5.45%
Unhappy with repair performed, service speed, and communication.	16	29.09%
Voters: 55. You may not vote on this poll

10-01-2016, 07:30 PM	#26
GuitarGuru76 Forum Member Join Date: Jan 2013 Location: Wisconsin Photos: Gallery \| Albums Posts: 95	Not Happy all around Mine was, and still is a head scratcher. I had bought a new K-01 from Adorama on 1-30-2013. Not quite a year after that, the camera just bricked, never to power up again. At the time Pentax instructed me to send it in for warranty repair, to CHRS, as Precision was not yet the repair center, Until August of 2014, (According to Ricoh). So, I send it off in January 2014 for repair, and it disappears for 6 months.Then I get an email mid June 2014, stating that All the repairs, tooling and parts were being sent to Precision, as CHRS was no longer an authorized repair facility. So, more time passes. I reach out to Precision to inquire if they had my camera, never got a reply. Then 2 weeks into August 2014, a box shows up at my house, with my still dead camera in it. No paperwork or explanation of any kind. I made a few attempts to contact Ricoh / Pentax with no success. So the camera sits bricked on my shelf. i did try recently to re open this nightmare with Ricoh, with no results yet again. The response: Good evening James, Sorry, I was travelling last week. I got your receipt. thank you. As per our Director operation, Precision has been appointed as our repair center in August 2014 not in 2013. Any dealing in 2013 has to be sorted out in 2013. So with that said, unfortunately there is nothing much that we can do. Very Sincerely, Yuliana Kwok Customer Service and Purchasing Manager NA RICOH IMAGING AMERICAS CORPORATION Cell: 416-882-0357 Fax: 905-286-5586 yuliana.kwok@ricoh-imaging.ca yuliana.kwok@us.ricoh-imaging.com Way to take care of the customer....

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09-27-2016, 05:30 AM	#16
VoiceOfReason Emperor and Senpai Join Date: Jun 2010 Location: Mishawaka IN area Photos: Albums Posts: 6,118	They have had my 150-450 for over a week now and no communication, though their self check shows they received it.

09-27-2016, 08:53 AM	#17
joip Loyal Site Supporter Join Date: Dec 2013 Location: Colorado Photos: Albums Posts: 1,666	Originally posted by mee They are an odd company to me.. Because either you'll have no trouble with them or you'll have a ton of trouble. Some people here have reported no communication but their item returned (usually repaired) after weeks gone. But 8 weeks to me seems way out of the norm for them to have without any contact. There was one guy who had a lens shipped (from Precision) to Japan apparently. That one took awhile (it was a 150-450mm too). I'd get on Ricoh CS though to get information. 8 weeks is way too long not to know. Sent a request to Ricoh CS this morning. Will keep you posted.

09-27-2016, 01:45 PM	#18
joip Loyal Site Supporter Join Date: Dec 2013 Location: Colorado Photos: Albums Posts: 1,666	Originally posted by VoiceOfReason They have had my 150-450 for over a week now and no communication, though their self check shows they received it. They've had mine since August 1 & today they told me it was sent to the "factory". Did your lens jam?

09-27-2016, 03:48 PM	#19
VoiceOfReason Emperor and Senpai Join Date: Jun 2010 Location: Mishawaka IN area Photos: Albums Posts: 6,118	Originally posted by joip They've had mine since August 1 & today they told me it was sent to the "factory". Did your lens jam? Nope, the tripod food fell off. Looks like the metal in it had some micro-cracking since it had always had some flex and I didn't think much of it.

09-28-2016, 01:11 PM	#20
joip Loyal Site Supporter Join Date: Dec 2013 Location: Colorado Photos: Albums Posts: 1,666	Originally posted by VoiceOfReason Nope, the tripod food fell off. Looks like the metal in it had some micro-cracking since it had always had some flex and I didn't think much of it. Well that shouldn't take too long to fix. Hope you get it back soon!

09-29-2016, 08:23 AM	#21
joip Loyal Site Supporter Join Date: Dec 2013 Location: Colorado Photos: Albums Posts: 1,666	Originally posted by mee They are an odd company to me.. Because either you'll have no trouble with them or you'll have a ton of trouble. Some people here have reported no communication but their item returned (usually repaired) after weeks gone. But 8 weeks to me seems way out of the norm for them to have without any contact. There was one guy who had a lens shipped (from Precision) to Japan apparently. That one took awhile (it was a 150-450mm too). I'd get on Ricoh CS though to get information. 8 weeks is way too long not to know. Ricoh just called to tell me my lens had been shipped to Japan for repair, is back at Precision today & should be back to me in a few days. He didn't have the tracking number as it hadn't been created yet. Maybe I'll have it back by next week

09-29-2016, 09:41 AM	#22
Quartermaster James Loyal Site Supporter Join Date: Oct 2014 Location: Anchorage, Alaska Posts: 653	I have to wonder how much of the communication issue is just that there is nothing to communicate while Precision waits for parts from Ricoh.

09-29-2016, 09:41 AM	#23
UncleVanya Loyal Site Supporter Join Date: Jul 2014 Photos: Gallery \| Albums Posts: 23,027	Originally posted by joip Ricoh just called to tell me my lens had been shipped to Japan for repair, is back at Precision today & should be back to me in a few days. He didn't have the tracking number as it hadn't been created yet. Maybe I'll have it back by next week Good to hear.

09-29-2016, 04:02 PM	#24
MadMathMind Veteran Member Join Date: Dec 2013 Location: Houston, TX Photos: Gallery Posts: 1,717	They fixed my flash in a week or two. It was quick. But I feel I dodged a bullet or just got lucky with a very simple repair, based on what everyone else has said about the company.

09-29-2016, 05:27 PM - 1 Like	#25
joip Loyal Site Supporter Join Date: Dec 2013 Location: Colorado Photos: Albums Posts: 1,666	After my call from Ricoh this morning Precision called me to give me a tracking # & to let me know it is a 2 day delivery. Wow, did my contacting Ricoh a few days ago cause this response or would it have happened just this way anyway? I'll never know! The main thing is the lens is on it's way home & both companies corresponded - some better than others Thanks to MEE for suggesting I contact Ricoh. Pentax Rocks!!

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10-07-2016, 05:58 AM	#27
VoiceOfReason Emperor and Senpai Join Date: Jun 2010 Location: Mishawaka IN area Photos: Albums Posts: 6,118	They have had my 150-450 in "in repair" status since September 19. I've used the contact form and got a reply that they would forward my request for an update to the repair department, but still no communication.

10-07-2016, 06:27 AM	#28
UncleVanya Loyal Site Supporter Join Date: Jul 2014 Photos: Gallery \| Albums Posts: 23,027	Originally posted by VoiceOfReason They have had my 150-450 in "in repair" status since September 19. I've used the contact form and got a reply that they would forward my request for an update to the repair department, but still no communication. They communicate so poorly it is almost comical.

10-07-2016, 08:08 AM	#29
Cascadilla New Member Join Date: Jul 2014 Location: Upstate New York Posts: 22	I had a non functioning diaphragm on a 100 mm DFA macro, still under warranty. It took about two months to come back, which Precision blamed on needing parts to come in from Japan. The lens has worked fine since July when it returned to me, but communications were minimal at best and I think that Pentax needs to do a better job on this if they expect to keep customers happy. It doesn't seem too much to ask that their authorized repair service keep replacement parts in stock, and that they actually bother to send e-mails when they know that things will be delayed. When it became apparent that they weren't returning this lens very quickly, I bought a used Pentax FA replacement since I use this lens a lot for art repro work so at least now I have back up.

10-07-2016, 09:04 AM	#30
UncleVanya Loyal Site Supporter Join Date: Jul 2014 Photos: Gallery \| Albums Posts: 23,027	I've detailed this before but I'll be brief and remind folks of how bad communication can get. Sent camera a week or so after the swap to the new company for warranty work. Advised to delay to this point to avoid sending to old place and then cross shipping. Camera there 2 months - no contact. Follow up multiple times - no answer on phones for 30-40 rings or more. Finally get someone - they have no record of my camera. Dig out paperwork from USPS - signature confirmed delivery. Pass this along. Next they claim no receipt sent for proof of warranty. I fax a new copy of what they already have. Magically my camera appears to be in Repair from out of nowhere - no contact from Precision. Shows this way for a few days maybe a week. As I follow up the next day, the camera shows up at my house fixed. Later that week it shows shipped - long after it was here. To be fair that is not a recent experience but it is also not unique. I have heard from other people outside of Pentax that that's just the way this place runs. They are apparently good at repairing things most of the time but they are no good at communications.