Originally posted by stevebrot - The camera was returned by Egalaxy (not clear whether it was repaired), but failed a few days later and taken back to Egalaxy again and from there sent to Egalaxy Athens where the camera stayed for several months with no action
Considering it presented similar symptoms like freezing and on/off switch not working after the next shooting (I think it was the next day after I picked it for the 1st time), I think it's safe to assume that it wasn't fixed or at least not fixed properly.
Originally posted by stevebrot - Additional communication was made with both the local Egalaxy and the Egalaxy repair in Athens
Egalaxy Cyprus only, after I went to their shop by myself. As always they were apologizing but were clueless about what's going on (or at least that's what they claimed).
Ricoh's aftersale told me that Egalaxy Greece would communicate with me but they never did.
Originally posted by stevebrot - The apparent end of the timeline is summer of 2017. It is not clear where your K-3II is nor is it clear where the loaner from Egalaxy is.
Originally posted by stevebrot It would appear that your customer service complaints (both for the camera and the lens on a separate issue) are issues with Egalaxy. Is this correct? If so, it is difficult to see Ricoh/Pentax's responsibility for Egalaxy's poor service and lack of communication.*
I can understand being upset that warranty replacement was denied by Ricoh/Pentax and would definitely demand proof of the water intrusion. From reports from users on this site, it should be pretty obvious. Whether marketing claims for water resistance were made in bad faith by Ricoh/Pentax is a very valid question and concern. Whether the water intrusion happened in transit or at Egalaxy Athens is also a valid question. It is a shame that your local consumer protection are not interested in pursuing the matter further on your behalf.
June 13th : Ricoh Imaging Europe responded to my first mail asking how my camera ended up in France and telling me there is an open case from Greece but they have to make sure.
June 14th: Confirmed it is the same case and told me they would find answers by the end of the week.
June 16th: They mailed me that the camera had a "fluid damage" which would be uneconomical to fix consequently the camera was sent back to Greece (didn't say when). Lastly he wrote that they inquired Egalaxy about the case and waited their response.
Didn't hear from them or Egalaxy for the next 20 days.
July 4th : I mailed R.I.EU that I'm still waiting.
They answered the same day that they thought Egalaxy was in contact with me. On the same mail (CC) urged Egalaxy to contact me and solve the issue once and for all (didn't say how).
Didn't hear from them or Egalaxy for the next 8 days.
July 12th : Again I mailed them that no one reached me. I also wrote that their customer service is a joke and that they (R.I.EU) should have solved the issue by themselves and then deal with the --obvious by now-- incompetent official dealer and their service (the case was 8 months old by the time!)
The R.I.EU's employee (always the same) answered the same day in an offended way (!) that they and Egalaxy have a great partnership. He also wrote that he personally contacted Mr. ....... (owner or manager I guess) and he told him things that I had concealed. Like that I was using a loan camera Egalaxy loaned me and that I had never spoken with anyone from Athens before (meaning the two phone calls from Athens I guess)
He also wrote that I never said anything about Egalaxy's offer to keep the demo (how would I if nobody made the offer anyway? Didn't even contact let alone make an offer.)
Naturally I answered back same day quoting the mails in which I had actually written about the loan and the two phone calls. As for the offer I wrote I never got one and that I wouldn't have accepted anyway.
Then I asked the 3 questions I have talked about at the beginning of the thread and he answered the way I explained. He also wrote that he found the offer very generous and it would be the demo or I would have to pay for a new one.
I answered that I have no need for "favors" of that kind and that I wanted my camera back and return theirs.
He answered OK.
It took Egalaxy more than two weeks to send the camera from Athens to Larnaca (usually it takes less than 2 days for parcels to arrive)
I went there dropped the loan and picked mine which would not switch off from the switch any more. Also the buffering was painfully slooow and lastly it wouldn't save the last menu settings (naturally since it does that when it is switched of and not when someone pulls the battery out)
So Steve to answer your comment, yes my complaint was for Egalaxy till I expressed it to Ricoh and they also exhibited unacceptable behavior by wasting my time and basically suggesting me to keep the demo and "shut up".
In case you didn't figure it out, the issue by then was not the camera body itself but two companies disrespecting me and wasting my time. If a week after I got the camera for service the first time, somebody had called me and say that there was humidity in the body, I might had objected, the marketing claims would still be questionable but things would be different.
Aside from this, when a company outsources part of their service and sales to partners, these partners are supposed to keep up to company's standards and operate accordingly.
Whether Ricoh has low standards or doesn't inspect if their partners comply with them is Ricoh's fault and Ricoh's alone.
Originally posted by Fluegel Pentax/Ricoh are not the party responsable to see that the customer gets what he paid for.
EU rules state that the seller of the body is responsable to compensate the buyer of items that fail repeatedly while still under warranty.
In this case Egalaxy seems to have communicated directly with the buyer.
That does not relieve the seller from its responsability to compensate the buyer.
According to the EU law they don't, at least on first degree. They do have ethical responsibility to people who buy stuff with their name on though.
Especially after the seller's behavior was pointed out.
Chris