Pentax customer service for repairs is like a treadmill: You spend your time and energy without getting anywhere.
As I wrote earlier, my 17-70/4 was in the warranty repair, waiting for the circuit board. At the 6 week mark, I requested to escalate it to the supervisor, who at that point, presumably, could make a decision (including sending a brand-new replacement). [ This is Pentax CS, not CrisCam's.] I was told that the supervisor would contact me. After not getting any response within 2 business days, I called again (on Dec.30). The same CS rep (Matt) told me that they still don't have the parts, and "she [the supervisor] just got to my case, and she is waiting for confirmation from her manager", and he (Matt) will e-mail me before the end of the day about the outcome. I told him that because of my travel, depending on the dates, I may need to have the lens shipped to a different location. He acknowledged that. I didn't receive any e-mail or call that day. I got to call next morning, December 31, and the same CS, after looking into the case records, informed me that CrisCam had received the parts on Dec.29, and they fixed it by the 30th, and he (Matt) spoke with them on the 30th, and they informed him about shipping the lens to me that same day. To my question why he didn't contact me as he promised, and didn't get my address, - he first told me that he didn't know how to contact me. When I told him that he took my e-mail twice, and he had my phone number, he told me that he was so busy with other things that he couldn't do anything... What an idle pants-tearer no-service customer-service idiot! The lens could've arrived to Boston just in time for when I needed it. Now UPS will try to deliver it a few times, and then I'll have to go and pick it up myself from the office (or probably even call to make sure it is not shipped back before I return). I am so disappointed by Pentax Customer Service, or rather lack of such. They claim they don't have communication with Pentax Japan about parts availability, and then they don't even try to do the things right for their customers. http://pdml.net/pipermail/pdml_pdml.net/2010-December/256299.html I am sure that for some people (let me guess, - probably for Paul Stenquist), Pentax CS did the job right, but I know that it is not a unique situation: http://pdml.net/pipermail/pdml_pdml.net/2010-November/251922.html http://pdml.net/pipermail/pdml_pdml.net/2010-November/251927.html Pentax USA, do you hear me? Are you a serious company who is serious about its CS or just a bunch of opportunists reselling products from Pentax-Japan? Igor -- PDML Pentax-Discuss Mail List [email protected] http://pdml.net/mailman/listinfo/pdml_pdml.net to UNSUBSCRIBE from the PDML, please visit the link directly above and follow the directions.
