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09-26-2009, 02:26 PM   #46
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QuoteOriginally posted by Wheatfield Quote
I'd make a lousy diplomat
direct is fine
personal, judging, & accusing is not

09-26-2009, 03:00 PM   #47
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When I shot professionally I always had a backup camera... plus at least 2 I could use with very short notice, just in case I had to send one in for repair.
Now that I'm just using my cameras for my artwork that hasn't changed.

alman,
I'm not judging you. However any smart company would want to see the camera before they hand you over another one.
I saw someone, who sounded like you attempting to get Sigma to fix their DP1 for free. After they had dropped it.
In their case they stepped on all the wrong feet. They would have probably gotten it fixed for free, if they hadn't upset all the wrong people.

You never know, if your polite and reasonable someone reading this thread may just be able to help put a rush on your cameras repair.
09-26-2009, 11:33 PM   #48
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Guys dont take Wheatfield comments and accept them as mine

I was very reasonable and polite with Pentax
1. they gave me a dealer (service center) in Dubai, Abu Dhabi and Al-Ain that are all shutdown (Though they still list them with Pentax and they sent me their contacts)
2. I agreed to do the Arizona part, but requested assistance by them understanding that since I will travel to the USA (happens to be in Texas), it would give me a one week window to work with them to solve the issue in Arizona. I didnt ask for them to do it in Houston TX. But they turned the request down saying that my timing is not their problem
3. They then said they had nothing more to add and cut me off.
4. Wheatfield, has attacked me from the start and made many false statements and assumptions. and being a Pentax support member, makes me wonder if its a Pentax policy to just protect their stance even if it is to attach consumers.

I didnt expect answers from the forum, I just wanted to share this bad experience with other Pentax owners, just like I have shared many good experiences
09-27-2009, 12:43 AM   #49
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QuoteOriginally posted by alman Quote
4. Wheatfield, has attacked me from the start and made many false statements and assumptions. and being a Pentax support member, makes me wonder if its a Pentax policy to just protect their stance even if it is to attach consumers.
I haven't read all this thread, nor do I have the time to.
However Wheatfield is usually a very supportive member here I suppose that it is possible you somehow got on his nerves.
As far as I know he has no affiliation with Pentax, however I could be wrong
Under his name, where it says Site Supporter that just refers to him having donated something to this board.

09-27-2009, 01:26 AM   #50
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QuoteOriginally posted by little laker Quote
I haven't read all this thread, nor do I have the time to.
However Wheatfield is usually a very supportive member here I suppose that it is possible you somehow got on his nerves.
As far as I know he has no affiliation with Pentax, however I could be wrong
Under his name, where it says Site Supporter that just refers to him having donated something to this board.

Thanks little laker: I really have no personal issues with Wheatfiled and good to hear of his past assistance to many, in my case he has made many incorrect statements and ussmptions.

all of that is not important my points below is what I experienced and is all I wanted to share:

QuoteOriginally posted by alman Quote
Guys dont take Wheatfield comments and accept them as mine

I was very reasonable and polite with Pentax
1. they gave me a dealer (service center) in Dubai, Abu Dhabi and Al-Ain that are all shutdown (Though they still list them with Pentax and they sent me their contacts)
2. I agreed to do the Arizona part, but requested assistance by them understanding that since I will travel to the USA (happens to be in Texas), it would give me a one week window to work with them to solve the issue in Arizona. I didnt ask for them to do it in Houston TX. But they turned the request down saying that my timing is not their problem
3. They then said they had nothing more to add and cut me off.
4. Wheatfield, has attacked me from the start and made many false statements and assumptions. and being a Pentax support member, makes me wonder if its a Pentax policy to just protect their stance even if it is to attach consumers.

I didnt expect answers from the forum, I just wanted to share this bad experience with other Pentax owners, just like I have shared many good experiences
09-27-2009, 01:50 AM   #51
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QuoteOriginally posted by alman Quote
direct is fine
personal, judging, & accusing is not
I fully agree with the "personal & accusing" part.
But don't we all include some level of judging (no question I do - and I also have to accept to be jugded by others)? That is happening all the time not just in "forums" but also in "real life". As long as it is not personal & accusing that's fine for me. Don't you think that your posts include a fair amount of judgement as well? Judgement about Pentax as well as about some replies? Nobody is just providing information...

QuoteOriginally posted by alman Quote
Guys dont take Wheatfield comments and accept them as mine

I was very reasonable and polite with Pentax
1. they gave me a dealer (service center) in Dubai, Abu Dhabi and Al-Ain that are all shutdown (Though they still list them with Pentax and they sent me their contacts)
2. I agreed to do the Arizona part, but requested assistance by them understanding that since I will travel to the USA (happens to be in Texas), it would give me a one week window to work with them to solve the issue in Arizona. I didnt ask for them to do it in Houston TX. But they turned the request down saying that my timing is not their problem
3. They then said they had nothing more to add and cut me off.
4. Wheatfield, has attacked me from the start and made many false statements and assumptions. and being a Pentax support member, makes me wonder if its a Pentax policy to just protect their stance even if it is to attach consumers.

I didnt expect answers from the forum, I just wanted to share this bad experience with other Pentax owners, just like I have shared many good experiences
I see that the situation is unfortunate for you. Well, you are in Dubai and only occasionally coming to Houston and therefore you believe Pentax has to solve the problem in one week. Sorry, but Pentax is completely right: your timing is not their problem. The fastest way to get the issue resolved is to give Pentax the chance to do what they have agreed to do: repair under warrnty.
09-27-2009, 02:43 AM   #52
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QuoteOriginally posted by Wheatfield Quote
I'd make a lousy diplomat
Now that you mention it ... didn't I see you giving a speech at the United Nations this week?
09-28-2009, 12:24 PM   #53
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Whatever happened to principles like "the customer's always right" or "the customer might not always be right, but he's always the customer"? Remember those, anyone? I'm with alman here, it would suit Pentax to go a little out of their way to help him out, no matter what the "official" terms of business might be.

Best wishes
Daniel

09-28-2009, 04:58 PM   #54
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QuoteOriginally posted by alman Quote
Guys dont take Wheatfield comments and accept them as mine

I was very reasonable and polite with Pentax
1. they gave me a dealer (service center) in Dubai, Abu Dhabi and Al-Ain that are all shutdown (Though they still list them with Pentax and they sent me their contacts)
2. I agreed to do the Arizona part, but requested assistance by them understanding that since I will travel to the USA (happens to be in Texas), it would give me a one week window to work with them to solve the issue in Arizona. I didnt ask for them to do it in Houston TX. But they turned the request down saying that my timing is not their problem
3. They then said they had nothing more to add and cut me off.
4. Wheatfield, has attacked me from the start and made many false statements and assumptions. and being a Pentax support member, makes me wonder if its a Pentax policy to just protect their stance even if it is to attach consumers.

I didnt expect answers from the forum, I just wanted to share this bad experience with other Pentax owners, just like I have shared many good experiences
I guess there are a couple of things about this whole issue that still but me.

First of all, without knowing what parts they would need, whether they were in stock, etc etc, and delays in shipping from texas to arizona, one week is simply not reasonable.

Second, and I can't obviously make comments about what was or was not said, but I was shocked that in an earlier post, you said transcripts of the calls were available. That, to me, implies that either you taped the calls, (not really ethical) or wrote down verbatum what was said during the calls, or had someone listen in, and transcribe them. In any event, that has an appearance of looking for a fight from the onset.
09-28-2009, 07:16 PM   #55
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there we go again doubting the customer. I guess his holiness Pentax is always right.

FYI, the transcript happens to be an online help line with Pentax customer service which is typed
Have you tried paying for a long distance call from Dubai?
I just cant believe the extent some members are going to just prove Pentax right. the K-7 is the Pentax flagship camera just introduced to take on the big boys, and the camera flashes on and off repeatedly and can only be stopped by taking the battery off and I as a customer just have to understand that the camera has to be taken in back overseas (away from my place of residence) indefinitely because they just don't know anything about it, even though there has been records of similar incidents with their previous models with links to such complaints from other customers given to them from this website (on the K-7 and other models). I as a customer am also willing and am traveling half way around the world to get it to them and that can not be met with any goodwill from them? this is their flagship camera. Not looking for a fight here, (I am not a journalist paid by Canon or Nikon looking for a story), Just a customer wanting a working camera.
Pentax is a good camera, but this customer service part is just not right by any reasonable customer needs.
09-28-2009, 09:53 PM   #56
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QuoteOriginally posted by alman Quote
there we go again doubting the customer. I guess his holiness Pentax is always right.

FYI, the transcript happens to be an online help line with Pentax customer service which is typed
Have you tried paying for a long distance call from Dubai?
I just cant believe the extent some members are going to just prove Pentax right. the K-7 is the Pentax flagship camera just introduced to take on the big boys, and the camera flashes on and off repeatedly and can only be stopped by taking the battery off and I as a customer just have to understand that the camera has to be taken in back overseas (away from my place of residence) indefinitely because they just don't know anything about it, even though there has been records of similar incidents with their previous models with links to such complaints from other customers given to them from this website (on the K-7 and other models). I as a customer am also willing and am traveling half way around the world to get it to them and that can not be met with any goodwill from them? this is their flagship camera. Not looking for a fight here, (I am not a journalist paid by Canon or Nikon looking for a story), Just a customer wanting a working camera.
Pentax is a good camera, but this customer service part is just not right by any reasonable customer needs.
1) The camera has to be sent to the Pentax repair facility in Arizona for repair if it is is going to be repaired.
2) If it is going to be replaced, it has to go back to the dealer you bought in from within their OTC return time.
3) The repair facility cannot give a time estimate without having the camera in their hands.
4) Pentax USA has outsourced their repairs to a repair specialist that looks after repairs for several brands.
5) None of the above are debatable points. You have to do it their way.
6) This thread has been going on for a week now. Have you sent the camera in for repair yet? If not, why not? Don't you want it fixed? Even from the Middle East, it doesn't take forever to mail a parcel to the States.
7) This is not judging you, this is merely stating reality.
09-29-2009, 05:09 AM   #57
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QuoteOriginally posted by alman Quote
there we go again doubting the customer. I guess his holiness Pentax is always right.

FYI, the transcript happens to be an online help line with Pentax customer service which is typed
Have you tried paying for a long distance call from Dubai?
I just cant believe the extent some members are going to just prove Pentax right. the K-7 is the Pentax flagship camera just introduced to take on the big boys, and the camera flashes on and off repeatedly and can only be stopped by taking the battery off and I as a customer just have to understand that the camera has to be taken in back overseas (away from my place of residence) indefinitely because they just don't know anything about it, even though there has been records of similar incidents with their previous models with links to such complaints from other customers given to them from this website (on the K-7 and other models). I as a customer am also willing and am traveling half way around the world to get it to them and that can not be met with any goodwill from them? this is their flagship camera. Not looking for a fight here, (I am not a journalist paid by Canon or Nikon looking for a story), Just a customer wanting a working camera.
Pentax is a good camera, but this customer service part is just not right by any reasonable customer needs.
Please this is not about defending pentax or about bashign the customer.

If I sumarize the entire issue

- You have a problem with the camera, which is under pentax's international warranty.

- Pentax has offered to have it repaired locally, which you have declined because you are unsure of the ability of the local pentax service people since the camera has not been introduced in your country.

- Pentax has offered to repair the camera in the US, but so far you have not sent the camera to them, and you are insisting on them meeting your schedule, of a gauranted 1 week turn around

- to date you have not sent them the camera, yet still complain about thier poor service and thier refusals to modify thier warranty process to suite your demands and schedule.

- it does not appear that you have contacted the camera seller to get a replacement, but this is probably too late now

As to your mail above

- The camera does not have to be taken back overseas, you have imposed that by refusing local service.

- they are not forcing you to go half way around the world, you are telling them this is the only way you will send the camera in for service.

Send the camera in and be done with it. Pentax is responsible to oversee the repairs of their locak repair, that is thier problem not yours.

I don't understand what consideration or good will you are looking for but it sounds like you are asking for something that is outside of their warranty and service terms and conditions
09-29-2009, 07:04 AM   #58
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assumptions, assumptions and judgements and judgements
The local contact given is out of business (Pentax died out in Dubai) ... if you dont believe me, go to Pentax customer support, get their number and try calling ... "you get an out of service message".

Have you tried shipping electronics overseas from and to the middle east?

Read my points about me traveling to the USA and carrying the camera by hand to be fixed ....
Like I said, this defense from some members here with arguments that are changing and constantly giving wrong statements about the case is hilarious

Again the events:
I was very reasonable and polite with Pentax
1. they gave me a dealer (service center) in Dubai, Abu Dhabi and Al-Ain that are all shutdown (Though they still list them with Pentax and they sent me their contacts)
2. I agreed to send it to Arizona for Pentax, but requested assistance by them understanding that since I will travel to the USA from half way around the world and (happens to be in Texas), it would give me a one week window to work with them to solve the issue in Arizona. I didnt ask for them to do it in Houston TX. But they turned the request down saying that my timing is not their problem
3. They then said they had nothing more to add and cut me off.

My conclusion is this is bad customer service support from Pentax by any objective measure and cant believe repeated attack I am getting for this
09-29-2009, 07:29 AM   #59
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The repair location in Arizona is>
C.R.I.S.
250 North 54th Street
Chandler, AZ
85226
480-940-1103

Have you contacted them about possible emergency repairs. Some have a 24-48 emergency service for pros.
09-29-2009, 09:09 AM   #60
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QuoteOriginally posted by alman Quote

Have you tried shipping electronics overseas from and to the middle east?
Yes. Both ways. I put the product in a box, put an address on the box and send it via the post office. It takes about 10 days.
Coming back, the sender put the product in a box, put an address on the box (mine) and sent it via the post office.
It takes about 10 days.
This was from Israel, perhaps they are more efficient.

QuoteQuote:
Read my points about me traveling to the USA and carrying the camera by hand to be fixed ....
Like I said, this defense from some members here with arguments that are changing and constantly giving wrong statements about the case is hilarious

Again the events:
I was very reasonable and polite with Pentax
1. they gave me a dealer (service center) in Dubai, Abu Dhabi and Al-Ain that are all shutdown (Though they still list them with Pentax and they sent me their contacts)
2. I agreed to send it to Arizona for Pentax, but requested assistance by them understanding that since I will travel to the USA from half way around the world and (happens to be in Texas), it would give me a one week window to work with them to solve the issue in Arizona. I didn't ask for them to do it in Houston TX. But they turned the request down saying that my timing is not their problem
3. They then said they had nothing more to add and cut me off.

My conclusion is this is bad customer service support from Pentax by any objective measure and cant believe repeated attack I am getting for this
Since Pentax has outsourced repairs, you are, if you are talking to Pentax, talking to the wrong people. You need to talk to the people who do repairs.
My experience with customer service people is that they are generally very polite and helpful until they can no longer be helpful, at which time they end the call.

Except that you have said that the exchange was done via online:
QuoteQuote:
FYI, the transcript happens to be an online help line with Pentax customer service which is typed
But you have implied that you have made telephone calls to Pentax.
I find this whole thing very confusing, in one post you say you've talked to Pentax and they cut you off, in another it is an online service. Frankly, I have concluded that you are perhaps playing a little fast and loose with the truth and that this entire thread is a waste of time.

Last edited by Wheatfield; 09-29-2009 at 09:25 AM. Reason: spelling
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