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Forum: Pentax SLR Lens Discussion 06-22-2009, 07:55 AM  
Lens map template with graph (Excel)
Posted By thirdofthree
Replies: 5
Views: 8,715
Not sure if there's one posted already (I didn't find one in a brief search), but thought others might be interested in a quick & dirty lens map worksheet with graph. Call me a geek, I like seeing the map graphed.

To use: Download the file and remove the .ZIP extension. Simply enter starting & ending focal length and description and the worksheet will update the graph.

(Not sure if this is the proper forum. Not sure where else to put it. Apologies to the mods if I flubbed the location.)

FWIW.
Forum: Pentax SLR Lens Discussion 12-09-2011, 09:15 PM  
Seriously CRIS? Really?
Posted By thirdofthree
Replies: 41
Views: 5,383
Sorry to hear about your initial trouble and subsequent hassles. Some recommendations:
  1. Documentation. For your own reference and to support further communications of all kinds, document (briefly) the timelines of critical actions (e.g. all the status updates from the CRIS website, etc.), communications (whether by phone, email, web form, letter, etc.), CRIS / Pentax responses (if any), and CRIS / Pentax commitments and whether or not they followed through. This assists in maintaining a consistent, coherent story line even as you may deal with a variety of people in the course of trying to resolve your issue. The consistent, coherent storyline minimizes the opportunity for customer service to deflect deflect responsibility onto an "unreasonable", "irrational", or "confusing" customer.

  2. Employee Identification. For all communications with CRIS / Pentax, insist on capturing a unique identifier for each employee with whom you engage. Add this to all entries in your documentation, above. In small organizations, first name is often sufficient, other times you might need first name and last name or initial (if they'll give it), and increasingly in larger customer service operations they'll provide an ID number of some kind. To a degree, gathering this information up front, before delving into the specific issue(s), sends the message you intend to hold accountable the individual with whom you're communicating. People don't generally want the hassle of their boss coming down on them for issues they could and should have resolved up front. If they think you'll hold them personally accountable (e.g. by escalating to their boss), they're more likely to deliver than if they think they're an anonymous entity in the customer service ether.

  3. Phone. Skip the emails and web forms. Call CRIS and Pentax on the phone and speak to someone voice-to-voice. Be polite (always), but direct and firm. IME, it's very easy for customer service to dismiss (or neglect) emails and web form submissions. A phone call forces them to deal with you directly and immediately. Sometimes, they'll need to check on things and call you back. Let them. But be diligent and re-contact them if they don't return your call within the timeline to which they commit. If you don't get satisfaction, insist on speaking to the next person in the reporting line (e.g. supervisor, manager, etc.) until you receive (even if only temporary) satisfaction.

  4. Persistence and Timing. Persistence counts, and don't allow too much time to elapse before re-contacting if you're not satisfied with the results (or lack thereof). Customer service should be professional enough that you need not jump through the persistence hoop. But, alas, we don't live in an ideal world, and there's more than enough un-professionaly customer service organizations out there. By not allowing too much time to pass between communications, you inform customer service you're not going away, you're not satisfied, and you consider their response and performance a priority.

  5. Registered Mail. In conjunction with, or in addition to, the above, send a professional business letter via registered mail to both CRIS management and Pentax corporate. The letter should document your experience, express your dissatisfaction, and explicitly indicate how CRIS / Pentax may resolve the situation to your satisfaction. Be polite, be firm, be reasonable, be professional. Send the letter as high up the CRIS management / Pentax corporate chain as possible. No manager worth their salt will let something like this ride. One of the hardest parts in trying to resolve customer service issues like this is finding the right manager who can light a fire on your behalf, and a physical letter via registered mail will often bubble it's way up to the right person who can help you.


It seems you've done in full, or in part, some of these things. Pick and choose which others, if any, you find useful, and give it a go. Best of luck!
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