pentax UK repair dept

[Jeff]

hi   I have used Pentax cameras for 25 years. In July this year I sent my immaculate and recently purchased Pentax LX to Pentax UK to repair a loose DoF button.  It was returned to me in with a large dent on the prism, which could only have resulted from a very forceful impact and paint scraped back to the metal from all the edges.  The packaging in which it was posted was in pristine condition (I still have it) and the camera clearly had been in this damaged condition when it was packed by the Pentax UK repair department.   While the damage could be cosmetically repaired, it is difficult to asses what longer-term malfunctions might ensue from a blow of this severity. So, after an exchange of correspondence with Mr Brian Light, Director at Pentax UK I received a letter from their Mr Jetha apologising and stating that Pentax UK would replace my camera with another of comparable quality to its pre-damage condition (mint-).   I had returned my camera to Pentax to enable their assessment.  I was therefore shocked to receive a further letter from them saying that they had repaired my camera and were returning it to me. I had previously specifically and repeatedly refused my consent to this procedure, in writing.  The camera duly arrived in the post, with the strap and its attachment clips missing.   I wrote to Pentax, with copies to all directors and relevant personnel, to complain about this, and to request the return of my carrying strap and its attachment clips, which they promised to do by phone and in a letter, weeks ago, but which have still not been returned.  I have received no reply at all to my complaint except a note denying any and all responsibility. Further letters have received no reply. A post repair valuation of my camera shows that it has lost �700 in value due to its damage history.  The loss of the strap + clips means I cannot carry it outside.    I mentioned this to my local dealer, Jessops of Lancaster and was amazed to learn that a camera they had sent to Pentax UK recently had also been returned with a dent in the lens, again clearly the result of a heavy impact.  They had also received no satisfaction from Pentax and have provided documentary evidence to this effect.   I am writing to discover if other customers of the Pentax UK repair department have experienced similar difficulties. I have copies of all correspondence and pictures of the damage.         Jeff Woodman Tel: 01524 33410 11 Regent St Lancaster LA1 1SG UK