Originally posted by pearsaab I got a call from precision and can't say I'm happy. I don't trust them and unfortunately I have to wait until it gets back from JAPAN via Connecticut to send it off to square trade to be repaired.
Hello Ms. Pearsall,
As we just discussed on the phone we are working with Management at Ricoh to expedite the return of your Pentax 24-70 lens from the parent factory in Japan. The request to return the lens unrepaired was already in process, I reached out to them and requested that the return shipment be expedited so that you can work with Square Trade to have this issue resolved. I will provide you with the tracking number of the shipment from Japan to Precision Camera and personally oversee the return of the lens to you as soon as it arrives at our facility in CT.
I apologize for the mis-communication informing you that the lens was at the factory in Colorado. We have updated this information with our call center agents and are working with Ricoh Management to put new procedures in place to expedite the repair process for products that need repair at the parent factory.
Please reach out to me directly with any additional questions you may have.
Best Regards,
Dave Marsh
David Marsh | Vice President - Sales & Marketing | Precision Camera, Inc.
E:
DMarsh@PrecisionCamera.com | A: 7 Anngina Drive, Enfield, CT 06082 | T: 860.272.2117 | M: 860.967.4699
I am not sticking up for anyone here, just throwing out some ideas.
It seems Precision claimed impact damage, and then sent it to Pentax for further evaluation? Or to have it repaired by Pentax and have you pay for the repair? Or why did they send it to Pentax in Colorado?
It seems Pentax probably sent it (or intended to send it) to Tamron, the maker of the lens. (If it were a Pentax produced lens that needed to go back to where it was made that would be Vietnam, not Japan.) Traditionally, Tamron has a good reputation for customer service, so I'm kind of guessing that Tamron would have fixed it or replaced it if they had been allowed to do so, but we don't really know as the process was short circuited. (And I don't blame you for doing so considering you had the Square trade warranty.)
But if I had a bad 24-70mm I would have considered it encouraging that it was going back to Tamron. Ultimately they were/are responsible for the construction of the lens and ultimately it's up to them (and Pentax/Ricoh) to make it good. Unfortunately, Precision could seem to care less if Pentax/Ricoh's reputation is good or bad and hence they have a bad reputation among Pentaxians and for good reason. But if you managed to get past them and have Pentax and Tamron involved I would think they would have
eventually made it right, given the chance to do so.
My real point is, this is part of the game when you buy Pentax instead of Nikon or Canon. Repairs or warranties involve middle men and these middle men are less than interested in your complete happiness. And Ricoh is pretty disorganized in US right now as well. I'm not saying it's right, but it is the way it is. It's also why the 24-70 doesn't cost $2400, and why the K1 doesn't cost $3500.
I had a problem with a Canon 16-35mm F2.8 a few years back and had the manager of Canon service in California calling me with updates after they dropped the ball. That's NEVER going to happen with Pentax and I just accept that.
Again just throwing out a different perspective, not saying anyone is wrong. (Except Precision for not caring and Ricoh for not communicating and using Precision in the first place.)