Pentax USA support question

mee · 07-31-2013, 09:28 PM

Anyone here recently been in touch with Pentax USA support?

I sent them a request for troubleshooting/help and got a prompt response the next day by someone named Randall. They provided a basic set of troubleshooting tips and said if that doesn't solve it, send my camera to them.

Ok but I had a few more questions and responded back to his email.. to which he has not responded in close to 3 weeks! I've even sent him a couple 'anyone home' messages touching base to see if he had any news or response to my questions.. but nothing. (no not in my spam/trash folder)

Not sure I want to send my camera into them if they aren't willing/able to respond to a simple email within 3 weeks time.. wondering if anyone has had a same or better result recently?

vonBaloney · 07-31-2013, 10:36 PM

I think I've talked to Randall, and he was the only helpful person in the place (Hoya era). But don't talk to them about camera problems anyway -- they are useless. Talk to CRIS repair people...

DeadJohn · 07-31-2013, 10:51 PM

Do a search here for "Randall". You'll find quite a few comments regarding his lack of help and lack of knowledge. I hoped the Ricoh takeover would get the guy better training, or a reassignment to a lower profile position, or fire the guy if he can't be turned around. I've had 3 interactions with him and he failed to help all 3 times. I had to figure things out on my own with help from PF.

I don't remember seeing any mention of any other name from Pentax support; it's always Randall. Either Pentax only has one person to handle all support or it might be a pseudonym that multiple employees share to protect their identities.

Edit: I see vonBaloney's experience differs from mine. Contacting CRIS is solid advice because Pentax subcontracts all the real work to them, anyway.

**LaurenOE** · 08-01-2013, 06:51 AM

LOL. Randall.

**monochrome** · 08-01-2013, 07:13 AM

Originally posted by DeadJohn

Contacting CRIS is solid advice because Pentax subcontracts all the real work to them, anyway.

I think "Randall" is a contracted out person also (IOW, Pentax "support" is a contract service center in some flat warehouse near Omaha. Next call is for a coffeemaker.).

**LaurenOE** · 08-01-2013, 07:25 AM

Too funny.

Today (just a few minutes ago), I just got back an email from Randall S.
I filled out the online help request form where I put my information down.

Somehow the response came for "Mr. XXXXX" which is my husband.
I guess somewhere they have my email now linked with my husband?
Maybe the address?
Phone #?

Randall S.

LOL

DeadJohn · 08-01-2013, 08:00 AM

I turned into an internet stalker. I think I know where Randall lives. I will *not* be posting his address or contacting him.

vonBaloney · 08-01-2013, 09:56 AM

I could be wrong about the name, it was several years ago. I actually have a letter from "Randall" or whoever around here somewhere -- he had a last name too. He was in the local Denver (Golden at the time) office, but after I didn't get what I want I eventually talked to a head honcho type guy here and did get what I want. This was when they still had a repair contractor in Westminster, CO as well. I think I had the very last Pentax camera serviced there before it became 100% CRIS...

mee · 08-02-2013, 02:48 PM

Thanks, guys, I'll try this CRIS thing.. is this the correct website? https://www.criscam.com

P Shooter · 08-02-2013, 04:28 PM

I spoke to someone last week at Pentax, great help in the problem I had.

P

mee · 08-02-2013, 07:45 PM

Originally posted by P Shooter

I spoke to someone last week at Pentax, great help in the problem I had.

P

That is great! How does this help the issue at hand?

P Shooter · 08-03-2013, 05:18 PM

Did you call on the Phone! That's the best way to talk to them. I never bother with e-mails, nothing better that talking to a human person.

P

mee · 08-04-2013, 06:27 AM

Originally posted by mee

Thanks, guys, I'll try this CRIS thing.. is this the correct website? https://www.criscam.com

Is this the right site?

DeadJohn · 08-04-2013, 07:13 AM - **1 Like**

Originally posted by mee

Thanks, guys, I'll try this CRIS thing.. is this the correct website? https://www.criscam.com

Yes it is.

07-31-2013, 09:28 PM	#1
mee Veteran Member Join Date: May 2010 Posts: 7,403	Pentax USA support question Anyone here recently been in touch with Pentax USA support? I sent them a request for troubleshooting/help and got a prompt response the next day by someone named Randall. They provided a basic set of troubleshooting tips and said if that doesn't solve it, send my camera to them. Ok but I had a few more questions and responded back to his email.. to which he has not responded in close to 3 weeks! I've even sent him a couple 'anyone home' messages touching base to see if he had any news or response to my questions.. but nothing. (no not in my spam/trash folder) Not sure I want to send my camera into them if they aren't willing/able to respond to a simple email within 3 weeks time.. wondering if anyone has had a same or better result recently?

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07-31-2013, 10:36 PM	#2
vonBaloney Pentaxian Join Date: Oct 2011 Location: Albuquerque, NM Posts: 6,029	I think I've talked to Randall, and he was the only helpful person in the place (Hoya era). But don't talk to them about camera problems anyway -- they are useless. Talk to CRIS repair people...

07-31-2013, 10:51 PM	#3
DeadJohn Pentaxian Join Date: Jan 2011 Location: New York Posts: 4,834	Do a search here for "Randall". You'll find quite a few comments regarding his lack of help and lack of knowledge. I hoped the Ricoh takeover would get the guy better training, or a reassignment to a lower profile position, or fire the guy if he can't be turned around. I've had 3 interactions with him and he failed to help all 3 times. I had to figure things out on my own with help from PF. I don't remember seeing any mention of any other name from Pentax support; it's always Randall. Either Pentax only has one person to handle all support or it might be a pseudonym that multiple employees share to protect their identities. Edit: I see vonBaloney's experience differs from mine. Contacting CRIS is solid advice because Pentax subcontracts all the real work to them, anyway.

08-01-2013, 06:51 AM	#4
LaurenOE Site Supporter Join Date: Sep 2009 Location: Back in Florida, but worldwide gigs! Photos: Albums Posts: 3,690	LOL. Randall.

08-01-2013, 07:13 AM	#5
monochrome Loyal Site Supporter Join Date: Mar 2008 Location: Working From Home Photos: Gallery \| Albums Posts: 26,276	Originally posted by DeadJohn Contacting CRIS is solid advice because Pentax subcontracts all the real work to them, anyway. I think "Randall" is a contracted out person also (IOW, Pentax "support" is a contract service center in some flat warehouse near Omaha. Next call is for a coffeemaker.).

08-01-2013, 07:25 AM	#6
LaurenOE Site Supporter Join Date: Sep 2009 Location: Back in Florida, but worldwide gigs! Photos: Albums Posts: 3,690	Too funny. Today (just a few minutes ago), I just got back an email from Randall S. I filled out the online help request form where I put my information down. Somehow the response came for "Mr. XXXXX" which is my husband. I guess somewhere they have my email now linked with my husband? Maybe the address? Phone #? Randall S. LOL

08-01-2013, 08:00 AM	#7
DeadJohn Pentaxian Join Date: Jan 2011 Location: New York Posts: 4,834	I turned into an internet stalker. I think I know where Randall lives. I will not be posting his address or contacting him.

08-01-2013, 09:56 AM	#8
vonBaloney Pentaxian Join Date: Oct 2011 Location: Albuquerque, NM Posts: 6,029	I could be wrong about the name, it was several years ago. I actually have a letter from "Randall" or whoever around here somewhere -- he had a last name too. He was in the local Denver (Golden at the time) office, but after I didn't get what I want I eventually talked to a head honcho type guy here and did get what I want. This was when they still had a repair contractor in Westminster, CO as well. I think I had the very last Pentax camera serviced there before it became 100% CRIS...

08-02-2013, 02:48 PM	#9
mee Veteran Member Join Date: May 2010 Posts: 7,403 Original Poster	Thanks, guys, I'll try this CRIS thing.. is this the correct website? https://www.criscam.com

08-02-2013, 04:28 PM	#10
P Shooter Junior Member Join Date: Jul 2013 Posts: 35	I spoke to someone last week at Pentax, great help in the problem I had. P

08-02-2013, 07:45 PM	#11
mee Veteran Member Join Date: May 2010 Posts: 7,403 Original Poster	Originally posted by P Shooter I spoke to someone last week at Pentax, great help in the problem I had. P That is great! How does this help the issue at hand?

08-03-2013, 05:18 PM	#12
P Shooter Junior Member Join Date: Jul 2013 Posts: 35	Did you call on the Phone! That's the best way to talk to them. I never bother with e-mails, nothing better that talking to a human person. P

08-04-2013, 06:27 AM	#13
mee Veteran Member Join Date: May 2010 Posts: 7,403 Original Poster	Originally posted by mee Thanks, guys, I'll try this CRIS thing.. is this the correct website? https://www.criscam.com Is this the right site?

08-04-2013, 07:13 AM - 1 Like	#14
DeadJohn Pentaxian Join Date: Jan 2011 Location: New York Posts: 4,834	Originally posted by mee Thanks, guys, I'll try this CRIS thing.. is this the correct website? https://www.criscam.com Yes it is.