My experience with C.R.I.S. was completely satisfactory one single time I needed their service. They went beyond might have been expected in extra effort.
Jack --- On Tue, 1/4/11, Paul Stenquist <[email protected]> wrote: > From: Paul Stenquist <[email protected]> > Subject: Re: My big BOO to Pentax Repair Customer Service! > To: "Pentax-Discuss Mail List" <[email protected]> > Date: Tuesday, January 4, 2011, 2:37 PM > > On Jan 4, 2011, at 5:21 PM, Igor Roshchin wrote: > > > > > 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: > > Bad guess. I haven't had to deal with Pentax for a number > of years. Last time I had a problem, they were handling > everything in Colorado and were at least okay with > repairs. Don't use my name in your whines. Keep it all about > you. son. > > Paul Stenquist > > > 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. > > > -- > 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. > -- 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.
