Good to hear so many good reports. I may yet need them some day. Paul On Jan 4, 2011, at 11:59 PM, Ken Waller wrote:
> 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 > > > > > -- > 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.
