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10-21-2008, 06:08 PM   #1
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Pentax Repair Horrors

I sent my K10D in initially back in September, just to get a cleaning before the warranty was up, have them check a few things I'd noticed in my photos (a couple of hot pixels etc.) Well, it took almost 4 weeks to come back to me...

When it first came back, i was excited, they replaced the cover on the top of the flash unit that had been a little scuffed up since I'd bought it, but didn't even mention it in the note i sent along since it didn't really bother me. I got taking some shots and noticed something strange: You know that "detent" or "positive stop" or tactile feedback you get when you press the shutter release halfway down? Well, it was gone, leaving me to guess where about half way down was, it just snapped the picture when I'd press it down. Well, i figured maybe I'd get used to it after a while. No such luck, I'd be trying to autofocus and snap! picture taken, moment ruined. Joy.

I was trying to convince myself that it was fine, i would just deal with it. But in heading out to the pumpkin patch on October 3rd, I brought my FA50/1.4 with me, and noticed that my shots were coming in very soft, i can't be sure if they were softer that before i sent it in, but I noticed it right away. Later that day I took some test shots on a tripod and confirmed that my FA50/1.4 was back focusing by about an inch - My other two lenses looked great. Judas... I've got to do something about this, i thought.

So I called Pentax, told them my situation, that I had my son's 1st birthday coming up on Nov 2nd, and wanted to be sure that I'd have my camera back by then. They assured me, that since it would get logged in as a rework, that should be an issue at all. So on October 10th I packaged it all up (including the lens) and shipped it off. In the box I included ALL of my receipts, including the original work order with the words "REWORK RECEIPT" on it in my handwriting.

My camera arrived in Golden, CO on Monday the 14th, and was logged into Pentax on the 15th. I called them on the 15th to make sure they received it, that it had been entered as a rework, and to get my order number and pin to check progress on the site. The woman i spoke with (wish i remembered her name, either erika or a-something) assured me that it was checked in and WAS in as a rework. Great news.

So today comes around, I thought I'd give them a call and see what was going on, if there was any update. To my surprise, Randy informed me that my camera was NOT in as a rework. WHAT? I explained to him the situation again, and that I have been told on two separate occasions that it would be handled as a rework and take priority.

They've now escalated this and I'm supposed to get a call from a supervisor tomorrow with a resolution, but I'm pretty frustrated, my first experience was less than stellar taking more than 20 days and coming back broken...

I can't bear the thought of not having my camera for my son's first birthday. Not to mention how silly this looks to my C**** friends who get their camera back after 1 week in repair -- a**h**les

I guess i just needed to vent. Thanks for reading - Observations/Sympathy welcome

10-21-2008, 08:31 PM   #2
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Its very frustrating! Sometimes when dealing with companies and they tell you one thing and do another, it just seems like no one cares, and its why we have to get on the phone and call, because if you dont you feel like your camera might sit there till spring.

One question, I noticed after a lot of clicks my shutter button was no longer snappy, for lack of a better word. Its very easy to change the bottom plate and that has your serial number and all, any chance they did not just put your plate on another refurbished camera. I would take Pentax on, about the issue of the shutter button before I let them and the warranty go. IMO they just dont do that overnight, its a different shutter button? perhaps? You can use Photome a free download to look at the exif and check an old and new photo to see if the manufactor date is the same and internal ser#.

Good luck, my camera is also in service almost 2 weeks now (Samsung)
10-22-2008, 06:36 AM   #3
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That's horrible. Hopefully they eventually get it right the second time.

Like you, I decided to send my camera into Pentax shortly before the warranty expired (to fix the faulty AF system) but mine came back in about two weeks in "factory fresh" condition. And I haven't had any problems since. I wasn't expecting service that swift.
10-22-2008, 10:42 AM   #4
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Reply from Pentax


I had our Product Specialists look into the issue with your camera.

First of all, I apologize that your K10D did not make it back to you the first time in proper working condition. The shutter release button is an intregral part of the top cover of the camera, which was replaced in the original repair. If you check with any forum for any manufacturer, you will see people talking about a cameras needing a re-do repair. That is not making an excuse, but simply explaining that it happens with your Canon and Nikon friends as well. That is why we all have expidited re-do repair policies.

The repair was entered in our system originally as a re-do, but was changed to a warranty status when there was the additional issue with the mis-focus issue. Additionally, the lens you sent in was not sent with the original repair. However, this is purely semantics and helps us track repairs internally.

Your camera is currently at a tech. and will be completed today. As a courtesy, we have changed the shipping method to UPS 2-day so you will get the camera in time for your sons birthday.

Finally, I take issue with the second poster's suggestion that we simply change the bottom plate on a camera. This is not, and has never been our policy. (Refurbed DA* lenses are occasionally sent as replacements, but these have been to the factory and been stripped down and rebuilt, but that is a separate issue).

If you have any other issues, please let us know.

John Carlson
Manager, Product Marketing & Support
Pentax Imaging Company

10-22-2008, 11:59 AM   #5
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Wow! That's what I call a good response.
10-22-2008, 12:16 PM   #6
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Quick note to John Carlson, sorry not wishing to hijack thread.

It's good to see that you (Pentax) monitor this site and indeed have the courage of your convictions to stand up and be counted by replying on the forum.

I take my hat off to you sir, many other manufacturers could learn a lesson from you, well done.
10-22-2008, 12:49 PM   #7
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That response is Pentax taking the customer seriously, which is great.

I hope that if I ever need the services of Pentax UK they will be as good.
10-22-2008, 12:56 PM   #8
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This is nice to see/hear that Pentax is willing to allow someone to represent them on a forum. Very nice for a new Pentaxian.

10-22-2008, 01:12 PM   #9
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It's always impressive when someone from the factory takes the time to respond publically to problem. Way to go!!
10-22-2008, 01:14 PM   #10
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I am very happy to note that Pentax is listening and trying to help us.
Good luck with your support JC.
I have not seen any announcement of pentax joining the forum.

Can you tell the moderators to announce this as a sticky so that every one sees.

Thank you for your excellent after sales support.
10-22-2008, 01:32 PM   #11
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I'd also like to thank JC for publically responding as an ombudsman in a forum. B&H and Adorama do this on Flickr as well and it goes a lot of way towards providing a good image for any company IMHO.
10-22-2008, 02:09 PM   #12
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Thank you John Carlson.
People should also note Mitch's original post. While Mitch had a problem which he succintly explained it was not dripping with vitriol and antagonism.
Hope the birthday party goes well.
10-22-2008, 02:34 PM   #13
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Original Poster
Thanks a bunch for your reply and attention to this. I'm pretty amazed to say the least that you're in here reading this. I understand how things can slip through the cracks - I've done computer repair for many years and am currently a programmer, and I completely understand how these things can get missed when hundreds of cameras come through your hands.

I wrote this note when I was told (after being told it was entered in as a rework) that it wasn't in as a rework, and as stated at the end of the post that i was mostly just frustrated. But again appreciate greatly your attention to this matter.

Thank you again very much!
10-22-2008, 03:44 PM   #14
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Glad also to read that Pentax is looking out. I did say "perhaps" in my statement and if it offended I apologize to Pentax. But when something is not done right the first time questions arise on how did it happen?

I called Samsung today to check the status of my Camera in for repair, the representative put me on hold and came back and said to call back Friday and perhaps it will be shipped by then. They can not repair (in under 6 days) it so they are exchanging it, and right now my exchange unit is in "quality control" to make sure everything is OK when I get it. I tell the verifiable truth.

However being a Pentax/Samsung fanboy, I am glad you do take your customers serious.

BTW Samsung calls this part of my service "waiting for the exchange process" that's why the lady (representative) said its been approved a replacement unit gotten and now in quality control, she could not tell me however if its new or refurbished or anything, she said I will know when I get it, OK. Because being in quality control believe it or not made me wonder what am I getting.

Last edited by jamesm007; 10-22-2008 at 03:55 PM. Reason: BTW
10-22-2008, 04:29 PM   #15
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Worries are setting in

Folks, I'm getting the fear!
My K10D is out for servicing, and I know there was nothing seriously wrong with it (I mean, it wasn't 'broken'.) But I am worried that it'll come back with other things wrong with it. From reading some of the above posts, I'm starting to wonder if servicing is something of a lottery.

The bad news for me:
my warranty is going to be up really soon, one of the reasons I wanted to get some minor problems serviced.

The (reassuring?) knowledge:
I will definitely know for certain if there is something wrong with the camera after a couple of minutes of handling and testing. And if there is, then ladies and gentlemen, please step outside - you are not going to want to be in the same camera shop as me when I get my angry on...

That fotoapparat better be perfect when I get it, or they'll be hell to pay by Pentax Servicing UK.
Hey, that rhymed.

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