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
