Ugh... so sorry to see that my hopes for a better outcome for you didn't come to pass.
My own dust-up with CRIS & pentax was just a year ago, and I've tried very hard to put it behind me... but now I'm having flashbacks. Did I mention that when my camera came back from CRIS, 7 weeks after it went in for an estimated 15-20 days, the original problem was fixed, but it was further damaged? Every image I took with my (brand-new) repaired camera was *pinstriped*. At that point, I insisted they send me a new camera. Which took another two weeks. Did I mention this was a brand-new k-7?!?! But, I digress... I wanted to note that my worst CS episodes were with CRIS... it was someone from Pentax that was finally able to satisfactorily attend to the issue & shepherd it through the system. I glommed onto him through Pentax Forums, of all places, and it was his attention that finally convinced me not to just ask for my money back & take my business elsewhere. Which doesn't prove Pentax is better/worse than CRIS or anyone else, of course. I do feel like I got lucky, though. Lucky to stumble upon a good CS rep -- not so lucky about buying a defective camera, not realizing it until after 14 days, waiting 7 weeks for a repair that should have taken 3, and finding out that my fixed camera was actually worse than ever.... Sigh. Hope you get your lens back soon & you can move on, too. Just like me. :) -c On Tue, Jan 4, 2011 at 5:21 PM, Igor Roshchin <[email protected]> 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: > 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.
