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11-22-2009, 06:41 AM   #1
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Repair Problems

In July my K10D experienced a shutter mechanism failure. I sent it to Precision Camera in CT for repair. They forwarded it to CO.

In September it was returned to me. The shutter was working, however it was severely back focusing.

Back to the shop, and then CO.

Last week it was returned. It is better but still not focusing properly. Using the auto-focus or manually focusing results in blurry images unless I turn the focusing ring back a bit.

I can't see sending it back again. At this point I feel it is time to ask for the $300+ from the original repair back. Too much time has already been lost in repair.

What I'm wondering is what kind of experiences other have had getting repairs.
Is it reasonable to expect a camera to be brought back to the same level of performance that it had before being repaired?
Should non-pro cameras simply be replaced?
I wonder how Pentax repair compares to Nikon or Canon?

I love my K10, but I'm so angry about this I'm considering other brands...

11-23-2009, 11:40 AM   #2
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At this point you should demand a new camera. Seriously!
11-23-2009, 12:40 PM   #3
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Not a pleasant experience you've had - sorry to hear this.
There is no reason the repairers have for messing up the focusing accuracy on the camera.
They ought to take responsibility for the repair and indeed either get it right or refund your money.
If you're definitely choosing the latter, I'd take the money and either buy another K10D, which goes for about $300 second hand on this forum, or put it towards a K20D or K-7. But I'd stick with the K10D if you're happy with it...
11-23-2009, 12:48 PM   #4
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It's nothing but sloppy workmanship when something is returned without being fully tested after being serviced, especially when it took TWO MONTHS!!

I would ask for them to replace the camera or refund the money.

11-23-2009, 12:48 PM   #5
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My experience can't be compared to this because it was pentax canada, and service was excellent. Camera came back fully cleaned as well as shutter, mirror assembly and mount replaced. FOcusing is spot on, but always has been

Now, a few words of qualification,

I live within 20 miles of their repair site, so no middle man, and it only took 10 days for shutter replacement, Interesting it had similar failure.

If yoou are experiencing focus issues they may need to have the lens back also. You need to ask.
11-23-2009, 01:34 PM   #6
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QuoteOriginally posted by Lowell Goudge Quote
My experience can't be compared to this because it was pentax canada, and service was excellent. Camera came back fully cleaned as well as shutter, mirror assembly and mount replaced. FOcusing is spot on, but always has been

Now, a few words of qualification,

I live within 20 miles of their repair site, so no middle man, and it only took 10 days for shutter replacement, Interesting it had similar failure.

If yoou are experiencing focus issues they may need to have the lens back also. You need to ask.
Unfortunately, I've had the opposite with Pentax Canada. I had to send my camera back 3 times to have all the problems rectified properly.

1. April - Squeeky e-dial - replaced the e-dial, but didn't put it back together properly.
2. July - Sent back to be assembled properly - came back with a sticky shutter and still wasn't put back properly.
3. November - Sent back for sticky shutter and assembled properly - can finally say that it's looking ok for now. Haven't tested it outside yet.

This all started in April and each time the turn around was about 4 weeks. It's been a long ordeal, that's caused a lot of time without my camera. I did send a nasty email to Pentax Canada and their response was pretty lame in my opinion, didn't even offer an apology. At least they got it right this last time.

I like their product, but I'm having second thoughts about sticking with them if that's the level of service I'm receiving if/when the product fails.
11-23-2009, 02:06 PM   #7
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Based on your time line, it sounds to me like you fell into the crevasse between Pentax Repair and CRIS Repair possibly Pentax pushing out units before the switch. In August it was announced that CRIS was taking over for Pentax US repairs. I recommend you call them (480) 940-1103 and ask to speak with the service manager. Pentax can ill afford bad PR in this respect.

Please let us know if you have any positive results in this matter.
11-24-2009, 10:02 AM   #8
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This is a very timely thread for me. I had to send in my body and two lenses for repair to CRIS. My K20D body was front focusing severly on all lenses and my 16-50 DA* had a nasty clicking sound in the focus ring when moved manually. Another lens (DA 40) was front focusing so much that the in-camera adjustment of -10 wouldn't fix it.

The Pentax support website (and phone support team) says 15-20 days for most fixes. The 40mm was delivered at 30 days. The body is supposed to arrive today (35 days) and the 16-50 is on "parts hold backorder." Both CRIS and Pentax say they can't give me a ball park date at all as to when the part will arrive for this lens. They said it could be another 6 weeks or more, but they have no idea. Meanwhile, I'm without a lens for more than 3 months it looks like. I *just* bought this lens a little more than a month ago. It's been in the shop longer than in my camera bag. I called Pentax this morning to provide feedback and they didn't care at all about my situation. I told them very calmly and nicely that I will be looking at their competitors seriously for their customer service record and will switch brands if I find greener grasses.

Long story short, customer service is as important if not more important than the gear itself. Pentax is looking to hang themselves if this continues.

CRIS in my opinion is very unprofessional and sometimes a bit rude. I expect much more when I'm spending thousands of dollars.

11-24-2009, 11:57 AM   #9
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QuoteOriginally posted by erikmichael Quote
This is a very timely thread for me. I had to send in my body and two lenses for repair to CRIS. My K20D body was front focusing severly on all lenses and my 16-50 DA* had a nasty clicking sound in the focus ring when moved manually. Another lens (DA 40) was front focusing so much that the in-camera adjustment of -10 wouldn't fix it.

The Pentax support website (and phone support team) says 15-20 days for most fixes. The 40mm was delivered at 30 days. The body is supposed to arrive today (35 days) and the 16-50 is on "parts hold backorder." Both CRIS and Pentax say they can't give me a ball park date at all as to when the part will arrive for this lens. They said it could be another 6 weeks or more, but they have no idea. Meanwhile, I'm without a lens for more than 3 months it looks like. I *just* bought this lens a little more than a month ago. It's been in the shop longer than in my camera bag. I called Pentax this morning to provide feedback and they didn't care at all about my situation. I told them very calmly and nicely that I will be looking at their competitors seriously for their customer service record and will switch brands if I find greener grasses.

Long story short, customer service is as important if not more important than the gear itself. Pentax is looking to hang themselves if this continues.

CRIS in my opinion is very unprofessional and sometimes a bit rude. I expect much more when I'm spending thousands of dollars.
That's the same story for me in terms of customer service, but with Pentax Canada. Someone mentioned Stephen Ho (Service Manager for Pentax Canada) earlier, he's the one I was corresponding with and his customer skills are definitely lacking for a Service Manager.
11-29-2009, 12:01 PM   #10
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Thanks

Thank you for the responses.

I did call Pentax Customer Service Representative on Wednesday Nov 25. I expressed my frustration and anger over the poor service. The CSR was nice to talk with and sympathetic about the problems.

I told him I wanted my money back from the original repairs so I could simply move on. My phone number was taken and my complaint was forwarded on to his manager who called me later that day.
When I asked what Pentax was willing to do for me, he said all they could do was have me deal directly with Pentax and ship my K10 to CRIS in AZ.

So, another month or more w/o my camera.

Yes, the camera was 2-1/2 years old and I should have bought a new K-7 and moved the K10 into a back-up role. But now I am so fed up with the poor service that I am done with Pentax. I am a very loyal person as long as I feel effort is being made on the other end.

Unless something changes my mind over the next week or so, I'm ready to make the jump to Nikon. With a D300s and some FF glass I'll be ready for a future upgrade to FF.
11-29-2009, 12:43 PM   #11
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QuoteOriginally posted by oppositz Quote
Unless something changes my mind over the next week or so, I'm ready to make the jump to Nikon. With a D300s and some FF glass I'll be ready for a future upgrade to FF.
Make sure to ring them back up and let them know you have decided to switch brands due to poor service. Tell them exactly what you are buying. Maybe they'll have a change of heart.
11-29-2009, 05:24 PM   #12
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This scares me!

Prior to this thread, I'd never heard of CRIS. Doesn't make me anxious to deal with them.
Previous repair experience with CO was fine. Sent in a new *ist DS under warranty about a year ago with a severe manual focus problem (perhaps no shim at all under the glass??) and it came back just fine. However, the repair order said they found nothing wrong??? Perhaps they check and fix the easy stuff before they get to the 'hard' repairs??
Upgrade from the DS? If I have to look forward to dealing with CRIS, it would certainly affect the Pentax/Other decision (and I've been shooting Pentax since my original 1a).
11-30-2009, 05:12 AM   #13
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What lens or lenses were back focusing so bad?
Have you tried a different lens?
12-02-2009, 04:00 PM   #14
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Back Focusing

I'm having problems with DA18-55 (kit), Pentax 50 F/1.4, Sigma 17-70 F/2.8-4.0, Sigma 30 F/1.4, Sigma 105 macro.

My camera went to Pentax Service in Chandler, AZ Tuesday.

At work last night I was thinking about all the hassles of selling my Pentax glass and cost of starting over and building a collection of Nikon lenses. Particularly if I want to stick with FF compatible lenses.

I was always happy with my K10. Perhaps I have been letting my anger over repair problems influence my thinking.

Many of the things I do are slightly different from the masses. For example, riding a recumbent bike, sailing instead of power, gliders instead of airplanes, OS-X instead of Windows. Pentax instead of Canon or Nikon

I pick things that fit me, my personality and I actually enjoy being a little different. There has just been this feeling that I'm headed down a narrowing road in Pentax. Where others like Canon and Nikon are expanding in choices particularly with full frame, Pentax is only producing cropped sensor cameras and lenses.

What I should probably do is, purchase a K-7 and see how it feels and performs. It can always go back in exchange for the D300s I've picked. My guess is I will likely be happy.

And maybe this time the K10 will come back with the tack sharp focusing it always had.
12-21-2009, 07:32 AM   #15
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Camera Back Home!

My camera was returned to me from C.R.I.S. Friday morning. It wasn't until Saturday afternoon that I could bring myself to open the box for fear of disappointment.

After testing with my most commonly used lenses, it appears that my old K10 is again focusing properly. Yesterday I spent a good deal of time examining 100% crops of photos shot with a variety of lenses at their widest aperture and so far they look good.

It will be a while before I regain complete confidence in my camera. A few fun trips out with it and I will be on my way to a complete recovery.

I would like to thank C.R.I.S. Marketing & Account Specialist Natassia Robinson who had read my posts here on PentaxForums and took action to insure my camera was precisely adjusted and quickly returned to me.

It's great to know that Pentax is listening...

PS: I've removed the Nikon D300s from my cart at Abe's. I was sooooo close to pressing the "buy" button last week. Assuming all goes well, next camera Pentax!

George
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