Hello,
A couple weeks ago about how it's been more than two months since I sent my GR for warranty repair and the parts needed to fix it are indefinitely on backorder from Ricoh. Well today I called Precision Camera (Ricoh's official camera repair contractor), and they said the status of my repair had not changed. I told the representative to give me all the info they could about my repair so I could issue a complaint with Ricoh. They obliged and in addition told me that Ricoh has a policy that if they don't deliver parts for warranty work to the repair contractor within 60 days, they are obliged to replace the camera with a new one. Luckily for me it has been 61 days since the part was ordered
After our conversation, I went on Ricoh's website to issue my complaint. They're internet contact solution is a thing called "Customer First" where you give them all your relevant info and submit to them a message. I filled out the form and wrote my complaint, but when I would hit the "Submit" button, the page would just refresh as if nothing happened, except the CAPTCHA was different. Assuming this was browser incompatibility, I switched from Firefox to Chrome and tried again. This time the button worked, except it directed me to a page that said,
"Your request has been submitted. Please wait while the system completes your inquiry. You will be redirected after request has been completed. Please wait a few seconds, system is processing request......"
The only problem is that the page never redirected me, it just stayed as is. So I tried again. Same result. Based on what it said I assumed it didn't process fully. I also assumed I'd get a confirmation email like every other form of corporate internet inquiry. Once again assuming it was browser incompatibility, I switched to the newest version of Internet Explorer. Surely their site had to be compatible with IE...
But no. On IE the submit button doesn't even do anything! No redirect, no refresh, NOTHING!
It's as if they don't want to hear from any of their customers. I guess I'll have to try calling them tomorrow. All I know is this not how you keep customers. Great products, yes, but you're screwed if something goes wrong.