Originally posted by jatrax That is very good news, (I hope). At least they are taking responsibility for the site.
Not trying to be too snarky, but it would be even better if they'd take responsibility for the RESULTS regardless of who runs what.
They farm out the website? They farm out online sales? The customer should never know that. Ricoh/Pentax should immediately insure customer satisfaction by twisting the arm of their contractor to come through. Or penalizing the contractor and making it up to the customer when the contractor fails.
They farm out the repairs? The customer doesn't need to know that either. Ricoh/Pentax should monitor their repair contractors' results (time in to time out, cost, services delivered, etc) and insure compliance with a high set of standards which Rocoh/Pentax sets. Constant reporting from the contractor to R/P and constant reviews of the results and quality delivered. Surveys of customer satisfaction after items are returned to their customers to insure good results.
Those are just such basic contractor assurance measures taken by most every corporation. Are they so "light" a US presence that they have no one to handle these things?