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09-11-2009, 10:29 AM   #31
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QuoteOriginally posted by Russell-Evans Quote
Please, do share your story of Pentax Service.

Thank you
Russell
I allready have if you care to look back a few posts in this thread , but that was only the most recent. Prior to that was the time That I:
1) Called first to confirm that the work could be done by Pentax
2) Sent my lovely old F 35-135 in for a simple C&L via express mail
3 ) waited for 3-4 weeks
4)Received the lens back with a letter explaining that my lens was on the no longer servicable list.
Since you asked...
Don't get me wrong I love most of my Pentax equiptment but there seems to be a problem in Colorado or maybe Pentax USA has it's hands tied by corperate in Japan

09-11-2009, 08:57 PM   #32
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QuoteOriginally posted by seacapt Quote
I allready have if you care to look back a few posts in this thread , but that was only the most recent. Prior to that was the time That I:
1) Called first to confirm that the work could be done by Pentax
2) Sent my lovely old F 35-135 in for a simple C&L via express mail
3 ) waited for 3-4 weeks
4)Received the lens back with a letter explaining that my lens was on the no longer servicable list.
Since you asked...
Don't get me wrong I love most of my Pentax equiptment but there seems to be a problem in Colorado or maybe Pentax USA has it's hands tied by corperate in Japan
Maybe this is just the outcome of Pentax having to shutdown Japanese production and probably also the warehouses in Japan. I would imagine that a lot of the old parts would simply be too expensive to ship to the new facilities. It may be that the FA limited and the DAs are the only lenses left with parts. I don't think this would be by choice, but simply done for survival. This could of happened long before Hoya was even interested in Pentax.

Yes it sucks, but is it really all that surprising?

Thank you
Russell
09-11-2009, 09:10 PM   #33
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QuoteOriginally posted by Russell-Evans Quote
You should call the Pentax 800-877-0155 number, press 5, and listened to the instructions. It isn't really that dramatic. What is the difference between this and ordering online, except with ordering online you'll have to pay upfront? It's been two days since the OP contacted the number and left his details. All this angst, and the manual may already be in the mail. It probably will take at least two weeks for the book to arrive, so why don't we wait to post how Pentax is screwing over the customer base until then?

Thank you
Russell


I'm not talking about this specific case I'm talking in a broader sense, do try and keep up.

There's no need to defend Pentax, this has been coming for a long time, Pentax are losing customers because of their attitude, not their product, they should defend themselves.
09-11-2009, 09:11 PM   #34
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QuoteOriginally posted by mel Quote
1) The point really is that there's a pattern of blowing off customers and/or taking forever to reply.
I wouldn't be surprised with the change in the outsourced service that something like this would happen. Having been though a few major changes like this in companies, I can say it happens, but not intentionally. Can you imagine how lean Pentax is running right now? I don't know about where you work, but looking around at a bunch of empty cubes here.

Thank you
Russell

09-11-2009, 09:15 PM   #35
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QuoteOriginally posted by Damn Brit Quote
I'm not talking about this specific case I'm talking in a broader sense, do try and keep up.
Sorry, whingers are pretty boring so my mind doesn't really capture the subtleties of when you pooped your pants, when you need burping, or what not.

Thank you
Russell
09-11-2009, 11:17 PM   #36
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QuoteOriginally posted by Russell-Evans Quote
Sorry, whingers are pretty boring so my mind doesn't really capture the subtleties of when you pooped your pants, when you need burping, or what not.

Thank you
Russell
What is your problem?

Last edited by Damn Brit; 09-11-2009 at 11:25 PM.
09-12-2009, 03:18 AM   #37
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QuoteOriginally posted by seacapt Quote
Maybe there should be a sticky thread "Hey Pentax Why Do You Treat Your Loyal Customers Like Crap?" which could be sent to the powers that be on a regular basis.
Sorry to hear that they are completely ignoring you Mel. My most recent (second) bad experience was a couple months back. Sent in a FA 28-105 lens only a few months old that back focused badly on all my cameras and was about as sharp as a spork. They sent it back and said it needed no work because it was perfect and I'll quote the letter "DA series lenses were designed to be used with Pentax digital cameras , to get the best image quality and sharpness only DA lenses should be used."
It's truely a shame that we do get treated as inconsequential burdens. Have so many retailers dropped Pentax because of customer complaints? Overall I love my Pentax cameras and would buy another but how many slaps in the face can one take?
Anyone want to buy a "perfect" like new FA 28-105?
I had the same experience with a new fa*300 f2.8 (backfocus and not as sharp as it should have been) I sent it in twice and got the same response you did. This was before the service dept. was closed. I had to take a loss on it and get a refurbed 40d and have to save for the canon version, at least they will stand behind it. I was very happy with my pentax until they blew me off. I don't think I'll give them any more of my money out of principal. My prior dealings with pentax service were quite good.
09-12-2009, 06:33 AM   #38
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QuoteOriginally posted by Damn Brit Quote
What is your problem?
Just trying to keep up.

Thank you
Russell

09-12-2009, 07:03 AM   #39
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Other than the little side drama going on, this thread is both scary and sad. When a manufacturer fails to respond to a customer, it's bad enough but when they fail to respond (in a timely manner) to a major seller of their product, it's an indication that something is radically wrong!

I love email. It provides me with proof of what was said and when it was said but many companies, even web based ones, seem to ignore it. Email should carry the same weight as a phone call or a personally written letter. If you have a problem with a product, why should you have to wait until normal business hours to report it, especially when those hours are inconvenient with your schedule? Apparently Pentax doesn't agree.

Sorry that I hijacked the thread with an email rant - back to the subject!

Pentax is not in a position to continue to treat it's customers and sellers like crap, or more to the point, ignore them. They are already on shaky financial ground and this will certainly do nothing to help them. Imagine the new potential buyer reading through this thread. It's enough to send them away to Canon or Nikon, and rightfully so.
09-12-2009, 07:22 AM   #40
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I wasn't going to jump on this band wagon, but I have to agree with Tom. I myself have prodded Pentax to step up to our concerns. But rather than reply to my PM's to JC Pentax and others, Pentax has their cheerleaders, (Dr.) Mark Kimalanta, Ken Curry and Net Bunnell off giving most likely the same lame demos of the K-7 at Sammy's in California as they did on the very odd choice of tour stops (missing many key locales) around the US. They seem to happily trip the light fantastic remaining completely oblivious to the fact that a reasonably large part of their customer base have concerns and would very much like to know whether pouring their increasingly hard earned money into the Pentax coffers is rational.
09-12-2009, 08:20 AM   #41
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Actual availability of a printed manual

I suspect there might not even be a printed manual available for replacement purchase.

Having some background in printing of this kind of material (printed manuals for distribution with a hard product), it is entirely likely that the entire supply of books is held at a packing facility where the finished cameras and accessories are assembled into the retail boxes - then they are shipped to warehouses for distribution.

As we know, cameras and lenses are not manufactured on a continuous-run model. A production line is set up, a "run" of the item is produced and the product is stored for resale. Sometimes enough product is manufactured to last years, such as the FA50/1.4 and FA 35/2. They are "discontinued" not when the company chooses to end production, but when the inventory runs out.

Same would be true for the printed manuals.

There is probably no process for a service center to even order one of those manuals from the packing facility - who would they call and who would actually walk out there, get a book and send it to Pentax USA?

If no one at Pentax thought to send a supply of replacement printed manuals (perhaps believing no one would lose a manual, and downloaded pdf's or the active eBay secondary market would satisfy future second-hand purchasers), then the Customer Service department can't even supply Mel - questionable business decision, perhaps, but at least an explanation.

Not replying and owning up to such an oversight is truly a near-fatal service error, especially not replying to Adorama. While it is probably caused by kinks in the shift from Colorado Pentax Service Department to the CRIS outsourced service, clearly the change is poorly managed. Ned? JC? Anybody listening?

----------------------

My first dSLR was an Olympus E-20n. I decided I wanted an interchangeable-lens dSLR, and I had some manual Pentax lenses, so I bought a K10D. I ordered it from Adorama ONLY because my traditional supplier was out of stock.

When I received it I had a question about the number of test clicks on the body, and why the manufacturing date was more than a year earlier than the purchase. I wanted to return the camera.

I emailed Adorama and Helen Oster responded. Helen emailed the Pentax rep and literally within 24 hours I had a reply from her. In his reply to Helen (attached to her reply to me), the Pentax rep explained the manufacturing process, warehouse storage and distribution system (explaining why a 9-month-old camera is new), the test clicks (burn-in, statistical probability QC), and made an offer to supply a different camera (which I refused).

Not only was I satisfied with the Pentax response, I now split my purchases about equally between Adorama and the other large online supplier.

Adorama and Pentax, as service partners post-sale, had created a LOYAL Pentax user.

That even Helen Oster can't get a response for Mel tells me something is seriously wrong at Pentax.

Last edited by monochrome; 09-12-2009 at 10:28 AM.
09-12-2009, 08:44 AM   #42
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The key to long term success for any business is simple.
1) Quality Product
2) Reasonable Pricing
3) GOOD CUSTOMER SERVICE
09-12-2009, 11:11 AM   #43
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QuoteOriginally posted by Russell-Evans Quote
Just trying to keep up.

Thank you
Russell
Seems like you're just a fanboy trying to interrupt when some of us are trying to have a serious conversation about something that concerns quite a few of us.
09-12-2009, 04:04 PM   #44
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QuoteOriginally posted by Damn Brit Quote
Seems like you're just a fanboy trying to interrupt when some of us are trying to have a serious conversation about something that concerns quite a few of us.
When you decide to have an intelligent conversation, not just a serious one, let me know.

Thank you
Russell
09-12-2009, 06:04 PM   #45
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QuoteOriginally posted by Russell-Evans Quote
When you decide to have an intelligent conversation, not just a serious one, let me know.

Thank you
Russell
I fail to see any intelligence in defending bad business practices. In customer service "the customer is allways right" should be the rule not the exception.
Look at this thread , both Mel and Hellen have been ignored.
Borno was told he really didn't get a bad copy of an expensive lens
I was given missinformation once and later told that I didn't Know what I was talking about , sent a copy of a page from my owners manual and told that I must buy DA lenses( Which truely did insult my intelligence). There is no good excuse for pisspoor customer service!
I have been planning on buying another K20d body since my wife basically seized mine but .... I'm not so sure anymore.
By the way Russell I have no desire to be involved in the little pissing contest that's been going on here but I have to ask, Just how much stock do you own in Hoya? If you are a major share holder ,you should probably let the board know that They are loosing loyal customers because the people who they hired to provide customer service by fault of their own or due to the content of the approved scripts sent over from Japan SUCK AT WHAT THEY DO!

Last edited by seacapt; 09-12-2009 at 06:19 PM.
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