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11-27-2014, 03:39 PM   #1
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Hi everyone. Terrible customer service experience

Hi everyone I'm new to these forums. I apologize if I'm posting in the wrong forum here but I just feel I need to vent a bit.

I've been the happy owner of a Pentax K20D for a number of years now but sadly it developed sensor damage back in March (black vertical line on all photos). I looked up the local repair centres around here and choose vancam (here in Vancouver) as they are a licensed Pentax repair centre. I dropped off the camera back on April 30 agreeing to pay an initial fee of $39.20. I was given an initial tentative estimate date of around a month. I also asked if they had any idea what a ball park figure would be if they had to replace the sensor (which is what I assumed it would be) and they said something roughly around $300 or so. Well over a month passes and I hear nothing from them. I call back at some later point to hear that pentax/ricoh had shut down their service centre and that my camera was now out in Ontario being handled by some 3rd party company they now outsource their work to, still no work on an estimate or anything. Months do by and I call them several times, each time I hear "oh it shouldn't be taking this long let me inquire on what's going on and get back to you". Each and every time they never got back to me, last time they said they'd get back to me the next day (nothing). Today I get the number of ricoh/pentax themselves and get forwarded to said 3rd party repair company (Sun Camera Services). They tell me they can't look up any of the details about the camera without more information which I understand. I call vancam back and get the serial number, order# and other details on the camera (they have Sun Camera's order# so clearly some information exchanged hands). I call Sun Camera back again with the order number and they say, yes they have it on file but they refuse to give me the estimate or any details about it because "I'm not their customer", vancam is (despite it being my camera). Ok so I call vancam back and now they suddenly have an estimate! Over $900! They say the entire mirror block needs to be replaced, I'm somewhat sceptical about that as the camera was operating fine taking pictures in terms of all the mechanics. Either way the camera is barely worth $300 now anyway so that's just ridiculous. I tell them I refuse to pay that, they say fine but I now have to pay to have the broken camera shipped back to me!! WTF! I did not agree to have to pay to have it shipped back if I didn't agree to the estimate. On top of all of that there has been a HORRIBLE breakdown in communication between both companies and myself. Since when does it take 6 1/2 fricken months to have a camera fixed?? I've since filled a complaint with the Better Business Bureau. I just want the broken camera back and not to pay the shipping. I think considering what I've had to go through should be the very least they should owe me.

11-27-2014, 04:02 PM - 1 Like   #2
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QuoteOriginally posted by Locut0s Quote
Hi everyone I'm new to these forums. I apologize if I'm posting in the wrong forum here but I just feel I need to vent a bit.

I've been the happy owner of a Pentax K20D for a number of years now but sadly it developed sensor damage back in March (black vertical line on all photos). I looked up the local repair centres around here and choose vancam (here in Vancouver) as they are a licensed Pentax repair centre. I dropped off the camera back on April 30 agreeing to pay an initial fee of $39.20. I was given an initial tentative estimate date of around a month. I also asked if they had any idea what a ball park figure would be if they had to replace the sensor (which is what I assumed it would be) and they said something roughly around $300 or so. Well over a month passes and I hear nothing from them. I call back at some later point to hear that pentax/ricoh had shut down their service centre and that my camera was now out in Ontario being handled by some 3rd party company they now outsource their work to, still no work on an estimate or anything. Months do by and I call them several times, each time I hear "oh it shouldn't be taking this long let me inquire on what's going on and get back to you". Each and every time they never got back to me, last time they said they'd get back to me the next day (nothing). Today I get the number of ricoh/pentax themselves and get forwarded to said 3rd party repair company (Sun Camera Services). They tell me they can't look up any of the details about the camera without more information which I understand. I call vancam back and get the serial number, order# and other details on the camera (they have Sun Camera's order# so clearly some information exchanged hands). I call Sun Camera back again with the order number and they say, yes they have it on file but they refuse to give me the estimate or any details about it because "I'm not their customer", vancam is (despite it being my camera). Ok so I call vancam back and now they suddenly have an estimate! Over $900! They say the entire mirror block needs to be replaced, I'm somewhat sceptical about that as the camera was operating fine taking pictures in terms of all the mechanics. Either way the camera is barely worth $300 now anyway so that's just ridiculous. I tell them I refuse to pay that, they say fine but I now have to pay to have the broken camera shipped back to me!! WTF! I did not agree to have to pay to have it shipped back if I didn't agree to the estimate. On top of all of that there has been a HORRIBLE breakdown in communication between both companies and myself. Since when does it take 6 1/2 fricken months to have a camera fixed?? I've since filled a complaint with the Better Business Bureau. I just want the broken camera back and not to pay the shipping. I think considering what I've had to go through should be the very least they should owe me.
The Hell with the camera. Tell them to stick it and file with the BBB.
11-27-2014, 04:07 PM   #3
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QuoteOriginally posted by Rimfiredude Quote
The Hell with the camera. Tell them to stick it and file with the BBB.
Yes I've filed with the BBB. I'm a realist though, I don't expect to be compensated for the value of the camera or to have it fixed for free. I paid for an estimate and should I agree to that estimate I would have paid to have it fixed. Given that's what the initial agreement was I don't think I'd have a leg to stand on asking to be compensated for the camera or have it fixed free. I just want the camera back as it was and not have to pay anything more. Cut my losses and never look at those companies again.

---------- Post added 11-27-14 at 03:09 PM ----------

QuoteOriginally posted by Locut0s Quote
Yes I've filed with the BBB. I'm a realist though, I don't expect to be compensated for the value of the camera or to have it fixed for free. I paid for an estimate and should I agree to that estimate I would have paid to have it fixed. Given that's what the initial agreement was I don't think I'd have a leg to stand on asking to be compensated for the camera or have it fixed free. I just want the camera back as it was and not have to pay anything more. Cut my losses and never look at those companies again.
Even broken I wish to get the camera back as it still has some small value.
11-27-2014, 04:20 PM - 1 Like   #4
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Welcome to the forum, sorry to hear your tale, keep us update as it goes along.

11-29-2014, 04:48 AM   #5
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That is horrible I would be wild too. Being sent without your acknowledgement and approval should stand for something as far as return postage well......... Rude. Best of luck I hope you get an outcome that is fair to you. Definately let us know how you get on.
12-01-2014, 10:45 AM   #6
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Join Date: Feb 2010
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Posts: 12
Thanks for the warning. Now you have me worried. I too have a K-20D and it too has a black line along the very left edge of the frame (right edge of sensor). I have thought of having it repaired if the problem extends to where I can't crop it out. But after reading your horror story I think I will need either a brick and mortar repair shop or send the camera to LifePixel to be converted to a second IR camera (after having them replace the sensor as well). That seems to be a defect in that model. Perhaps Pentax should take responsibility for it. Grrrrrr!
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