Credit where credit is due

ukspeedtraps · 06-11-2016, 03:21 AM - **8 Likes**

My K-1 developed the mode dial fault where no matter what you did it stayed in manual..

Bought it from SRS Microsystems, UK, I emailed them at night, first thing in the morning I got a reply, send it back and two days later I had a new replacement back. I was without a camera for three days. They even sent it back on a Saturday delivery.

The whole experience was outstanding, all credit to SRS and their it totally professional service..

Well done chaps....

**pjv** · 06-11-2016, 03:30 AM

Great to hear a " good news " story. I think a lot of companies have forgotten that good service is the best advertising.

Hope the replacement is a winner.

**pathdoc** · 06-11-2016, 03:31 AM

Precision Camera, are you listening?

That is truly outstanding. Mind you, manual mode is a pretty good mode to fail into. If I had to be stuck in any mode at all, I should rather it was manual. At least I would have full control still. (I would almost be tempted not to send it in...

)

HopelessTogger · 06-11-2016, 03:39 AM - **1 Like**

Originally posted by ukspeedtraps

My K-1 developed the mode dial fault where no matter what you did it stayed in manual..

Bought it from SRS Microsystems, UK, I emailed them at night, first thing in the morning I got a reply, send it back and two days later I had a new replacement back. I was without a camera for three days. They even sent it back on a Saturday delivery.

The whole experience was outstanding, all credit to SRS and their it totally professional service..

Well done chaps....

I get all my Pentax gear from SRS. They're superb!

Edgar_in_Indy · 06-11-2016, 03:45 AM

Good on you for sharing a positive customer experience. Usually all that makes it to the internet is gripes!

Caat · 06-11-2016, 04:01 AM

Yeah, SRS are a great company to buy from. I've had good experiences with them in the past as well.

**chuck_c** · 06-11-2016, 06:16 AM

Most often we only here about the negative experiences. Good for you on spreading the message of a positive one. If this happened more often, I think that we might experience the positive more often.

Not a Number · 06-11-2016, 06:57 AM

Originally posted by pathdoc

Precision Camera, are you listening?

SRS sells cameras and is not a repair/service center.

**pathdoc** · 06-11-2016, 06:59 AM

Originally posted by Not a Number

SRS sold the camera and is not the repair center.

The issue here is one of customer service, communication and eagerness to be seen to help.

Fire Angel · 06-11-2016, 07:07 AM

I once bought something dud from SRS and they were so helpful and professional in sorting it out that I wouldn't hesitate to buy from them again. A good retailer is one that fixes it quickly and efficiently when a customer gets a problem with anything they have bought, not just a box-shifter that loses interest once they have the customer's money.

Not a Number · 06-11-2016, 07:46 AM

Originally posted by pathdoc

The issue here is one of customer service, communication and eagerness to be seen to help.

So? If SRS didn't have a replacement in stock then there would have been a wait until the next shipment arrives. Who knows how long that could be.

Since Rcioh's policy (at least for North America) is replacement at the sole discretion of Ricoh. Precision.doesn't have the option to simply ship out replacements. If they did there would no doubt be faster turn around times and less need for communication other shipping notifications. Granted that Precision's record is generally terrible but there is a big difference between a service and retail business.

And even if Precision was listen why should they care? For the time being they have the exclusive contract to handle Ricoh warranty repair in the US. Do they have any competition to worry about? Since they also have contracts with Canon, Nikon, Olympus and Sony there probably isn't much in the way of competition.

But kudos for SRS. I've seen plenty of praise for them.

mohb · 06-11-2016, 08:02 AM

Consumer protection laws are stronger in the UK than USA, here the retailer is responsible for sorting out defective goods and they can't just say "Get in touch with Pentax". That being said SRS do seem to be amongst the top tier of retailers for customer service and have been for many years.

BigMackCam · 06-11-2016, 08:52 AM

SRS is an excellent retailer with very good customer service, in my experience. I've had quite a lot of equipment from them over the years, and on the few occasions I've had any problems, they just replaced or refunded without question - and were very nice about it too. In fact, I just bought a brand new Tamron 70-200 f/2.8 that won't reach optimal AF accuracy within the +/-10 adjustment range, and they've been responsive, apologetic and efficient. The lens is on its way back to them (they arranged collection for yesterday) and a new one is due to be sent out. They're good at handling warranty issues, too.

gfurm · 06-11-2016, 11:31 AM

I had similar experience with UK authorized Pentax service centre.

Rang them on Monday to ask about K3 II power off issue, courier picked it up on Tuesday (free of charge), rang them again on Friday for update just to be told it's on the bench being fixed. Had it back Tuesday. 7 days turnaround with weekend in the middle. Doesn't get better than this.

06-11-2016, 03:21 AM - 8 Likes	#1
ukspeedtraps Forum Member Join Date: Mar 2016 Location: Midlands Posts: 51	Credit where credit is due My K-1 developed the mode dial fault where no matter what you did it stayed in manual.. Bought it from SRS Microsystems, UK, I emailed them at night, first thing in the morning I got a reply, send it back and two days later I had a new replacement back. I was without a camera for three days. They even sent it back on a Saturday delivery. The whole experience was outstanding, all credit to SRS and their it totally professional service.. Well done chaps....

06-11-2016, 03:45 AM	#5
Edgar_in_Indy Veteran Member Join Date: May 2010 Location: Indiana, USA Photos: Gallery Posts: 2,678	Good on you for sharing a positive customer experience. Usually all that makes it to the internet is gripes! Last edited by Edgar_in_Indy; 06-11-2016 at 12:00 PM.

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06-11-2016, 03:30 AM	#2
pjv Otis Memorial Pentaxian Loyal Site Supporter Join Date: Mar 2015 Location: Melbourne, Australia Photos: Gallery Posts: 6,889	Great to hear a " good news " story. I think a lot of companies have forgotten that good service is the best advertising. Hope the replacement is a winner.

06-11-2016, 03:31 AM	#3
pathdoc Loyal Site Supporter Join Date: Mar 2015 Photos: Gallery \| Albums Posts: 6,351	Precision Camera, are you listening? That is truly outstanding. Mind you, manual mode is a pretty good mode to fail into. If I had to be stuck in any mode at all, I should rather it was manual. At least I would have full control still. (I would almost be tempted not to send it in... )

06-11-2016, 03:39 AM - 1 Like	#4
HopelessTogger Veteran Member Join Date: Jan 2016 Location: Roi-et, Thailand Posts: 773	Originally posted by ukspeedtraps My K-1 developed the mode dial fault where no matter what you did it stayed in manual.. Bought it from SRS Microsystems, UK, I emailed them at night, first thing in the morning I got a reply, send it back and two days later I had a new replacement back. I was without a camera for three days. They even sent it back on a Saturday delivery. The whole experience was outstanding, all credit to SRS and their it totally professional service.. Well done chaps.... I get all my Pentax gear from SRS. They're superb!

06-11-2016, 04:01 AM	#6
Caat Veteran Member Join Date: Feb 2009 Location: United Kingdom Photos: Albums Posts: 923	Yeah, SRS are a great company to buy from. I've had good experiences with them in the past as well.

06-11-2016, 06:16 AM	#7
chuck_c Loyal Site Supporter Join Date: Jun 2011 Location: Westerville, OH Photos: Gallery \| Albums Posts: 1,404	Most often we only here about the negative experiences. Good for you on spreading the message of a positive one. If this happened more often, I think that we might experience the positive more often.

06-11-2016, 06:57 AM	#8
Not a Number Moderator Join Date: Mar 2012 Location: Venice, CA Posts: 6,920	Originally posted by pathdoc Precision Camera, are you listening? SRS sells cameras and is not a repair/service center.

06-11-2016, 06:59 AM	#9
pathdoc Loyal Site Supporter Join Date: Mar 2015 Photos: Gallery \| Albums Posts: 6,351	Originally posted by Not a Number SRS sold the camera and is not the repair center. The issue here is one of customer service, communication and eagerness to be seen to help.

06-11-2016, 07:07 AM	#10
Fire Angel Senior Member Join Date: Apr 2014 Photos: Gallery \| Albums Posts: 127	I once bought something dud from SRS and they were so helpful and professional in sorting it out that I wouldn't hesitate to buy from them again. A good retailer is one that fixes it quickly and efficiently when a customer gets a problem with anything they have bought, not just a box-shifter that loses interest once they have the customer's money.

06-11-2016, 07:46 AM	#11
Not a Number Moderator Join Date: Mar 2012 Location: Venice, CA Posts: 6,920	Originally posted by pathdoc The issue here is one of customer service, communication and eagerness to be seen to help. So? If SRS didn't have a replacement in stock then there would have been a wait until the next shipment arrives. Who knows how long that could be. Since Rcioh's policy (at least for North America) is replacement at the sole discretion of Ricoh. Precision.doesn't have the option to simply ship out replacements. If they did there would no doubt be faster turn around times and less need for communication other shipping notifications. Granted that Precision's record is generally terrible but there is a big difference between a service and retail business. And even if Precision was listen why should they care? For the time being they have the exclusive contract to handle Ricoh warranty repair in the US. Do they have any competition to worry about? Since they also have contracts with Canon, Nikon, Olympus and Sony there probably isn't much in the way of competition. But kudos for SRS. I've seen plenty of praise for them.

06-11-2016, 08:02 AM	#12
mohb Pentaxian Join Date: Feb 2010 Photos: Albums Posts: 1,876	Consumer protection laws are stronger in the UK than USA, here the retailer is responsible for sorting out defective goods and they can't just say "Get in touch with Pentax". That being said SRS do seem to be amongst the top tier of retailers for customer service and have been for many years.

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06-11-2016, 08:52 AM	#13
BigMackCam Senior Moderator Loyal Site Supporter Join Date: Mar 2010 Location: North-East of England Posts: 14,874	SRS is an excellent retailer with very good customer service, in my experience. I've had quite a lot of equipment from them over the years, and on the few occasions I've had any problems, they just replaced or refunded without question - and were very nice about it too. In fact, I just bought a brand new Tamron 70-200 f/2.8 that won't reach optimal AF accuracy within the +/-10 adjustment range, and they've been responsive, apologetic and efficient. The lens is on its way back to them (they arranged collection for yesterday) and a new one is due to be sent out. They're good at handling warranty issues, too.

06-11-2016, 11:31 AM	#14
gfurm Forum Member Join Date: Jul 2015 Posts: 53	I had similar experience with UK authorized Pentax service centre. Rang them on Monday to ask about K3 II power off issue, courier picked it up on Tuesday (free of charge), rang them again on Friday for update just to be told it's on the bench being fixed. Had it back Tuesday. 7 days turnaround with weekend in the middle. Doesn't get better than this.