What Jack said. Kenneth Waller http://www.pentaxphotogallery.com/kennethwaller
----- Original Message ----- From: "Jack Davis" <[email protected]>
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
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