Ken, there is no such thing as Pentax Israel company. Some other local
company was given the rights of official re-seller and so on. There are
others as official, but this one is the biggest. They sell many brands
including Pentax and they offer post-sale services.
Trust me, it would have made no sense asking for the supervisor in this
case. This is /normal/ behavior in my country.
/deep sigh/
Boris
On 1/5/2011 10:31 PM, Ken Waller wrote:
Boris, was that conversation between you and Pentax or an importer?
I would have asked to speak to the clerks supervisor.
Kenneth Waller
http://www.pentaxphotogallery.com/kennethwaller
----- Original Message ----- From: "Boris Liberman" <[email protected]>
Subject: Re: My big BOO to Pentax Repair Customer Service!
Igor, I sincerely and most respectfully think that you overestimate or
overrate the regular clerks with whom you have to deal at Pentax
Services (whatever specific organization is).
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?
My uneducated guess would be 2/3 of the latter and at most 1/3 of the
former.
Here is a brief transcript of my process of obtaining the price of K-5
in Israel.
_Day A_
Them: Hello
Me: Hello, whom am I speaking with?
Them: My name is X
Me: I'd like to know the price of new Pentax camera - the K-5
Them: Wait a moment
/some noise/
Them: Thank you for your wait. I don't have the price right now. Let
me write your phone number and we'll return to you shortly.
Me: Here is the number.
/end of conversation/
_A week later!_
Them: Hello
Me: Hello, who's on the line?
Them: My name is Y
Me: I'd like to talk to X, please
Them: They are not available at the moment, what can I do for you?
Me: I called you a week ago in order to get a quote on Pentax K-5, the
new camera. Are there any news?
Them: I am sorry, I cannot help you, but I can pass a message to X.
Please give me your phone number.
Me: Here is the number. But can you please make it happen in less than
a week?
Them: Oh, sure, she'll call you later today or in the worst case
tomorrow.
/end of conversation/
_Yet another week later!!_
Them: Hello
Me: Hello, with whom do I have an honor of speaking?
Them: My name is X, what can I do for you?
Me: Oh! Hello there, don't you remember I called you two weeks ago
about Pentax K-5?
Them: Hmmm Oh, may be...
Me: Well, so do you have an answer for me? I kind of need a price to
buy it from you.
Them: Sorry, but I don't. I can offer you another camera, just as good
- K-7, we have few left at very attractive price point.
Me: No, thank you - I have one already and want to upgrade
Them: Ok, can you give me a phone number...
Me (starting to aggravate really): No, I gave it to you twice - once
to you two weeks ago and the next week to your co-worker Y... Can't
you just give me the darn price quote?
Them: Please stay on the line...
/some noise/
Them: Thank you for your wait. The price would be ... and the camera
will have to be brought by the special order as we're not planning to
bring it here in numbers yet...
/the rest is irrelevant/
And that, dear Igor, is one of the major camera gear importers here
who happens to be also an official Canon dealer and this specific
department (just two women) is their private customers sale force...
Mere fact that my gear gets fixed when I need it has to be considered
a blessing.
/deep sigh/
Boris
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