Originally posted by Qwntm One thing to remember, with Pentax you get the same crap shoot crappy service as every other company has, but you pay 20-40% less for the items new to begin with. There is something to be said for that. I can put up with a lot more "hassle" when my cameras cost $800 vs. $3000.
3.5 ~ K-3II's to one D810 or 5Ds makes it a lot easier to send one in and wait.
That is an apples and oranges comparison though.. an APS-C body versus a FF.
The better comparison is K-3 to d7100 if we are comparing similar bodies.. then the costs are about the same. The service may or not be still though.
I want to send in my camera and a few lenses (out of warranty) to get calibrated to one another.. but it is a really troubling situation with the negative reports coming in abundance towards Precision. It seems there are really thorough and knowledgeable staff there and the complete opposite... and perhaps there is an issue with number of tickets handled per day. At least that is my guess on why the service is so hit or miss...
That is how it is in outsourced customer service.. I know that first hand once working tech support for a national tech company that outsourced their support. I used to get red marks on my call metrics reports because I actually sat on the phone and guided customers through resolving their issues. I even had a talk or two from my managers about my long handle time per customer with threats to fire me due to my long handle times. Yet most of my customers got off of the phone with me happy to ecstatic because I didn't give them lame, fake solutions and then hang up on them. Which also means they were generally angry to highly hostile when I got them.. thanks, coworkers.
Yes meanwhile joe bumb1 and jane bumb2 to the left and right of me are giving the customer a knowingly fake solution and telling them to call back if it doesn't work.. to massage their reports and make them look good in front of management. (quicker time per interaction means more customers served means employee of the month). This is regardless to if they know the solution or not... sometimes the solution meant reconfiguring things that took quite a long amount of time. We ain't got time for that. In quite a number of the cases, it was impossible to fix the issue in the recommended handle time allotted.
That is really how support seems to work in large scale enterprises. It is about the metrics and how someone comes across on paper. Actually.. its about the paper indeed. metrics to money.
Customer satisfaction is probably in there somewhere but it is more a sleight of hand trick to make the customer think they care. Very few people (at least in the ginormous center I worked in) really seemed to care. It didn't make sense for them to get invested in the customer calling in, because they had to take care of their own business in keeping their job (by making their metrics figures look good). To most people it was just a job and the customers were a number on their weekly reports.
I do NOT miss that job. It almost broke me emotionally. Dealing with many dozens of mostly, at least initially, hostile customers daily yelling obscenities at you to management pressing down on you for not meeting their goals for metric values is highly stressful. It is (or was then) a very rough job. I saw people run out crying or just walk out.. quit on the spot from the stress.
Anyways.. I'm (completely) guessing Precision is generally run the same way.