On Nov 20, 2011, at 14:51 , Collin Brendemuehl wrote:
I don't object to Pentax in favor of another brand,
>
> but just their ultra-conservative behavior which can
> be seen in the lack of longer fast lenses.
> Still, I agree that P does well to stay within their niche.
>
If they can even retain that niche. For the second time in a week, I have been
struck down by Pentax's website.
I don't have Ned's email address, so in hopes that he reads the mail once in a
while, or will have a copy of this laid on his desk, or forwarded to his
iPhone, I shared my ire with the little people who man the phones (when banks
are open in the mountains) and the Live Chat (when banks are open on the east
coast) by sending my disappointment via "Contact Us" (in such a way as they
will take three or more business days to respond) to read:
+++++++++++++++++++++++++++++++++++++++++++++++
"It was nice and sunny outside until about an hour ago. But here I sit, after
spending 2 hours trying to access the 1.0.3 Firmware download for my K-5,
banging away on my computer. Following the instructions from within the "Pentax
Installer" on the CD you provide, and clicking on the word Download next to the
platform Macintosh on the Firmware Update page, I get nothing. NOTHING. No
download, no magic anything. So I went to this site. There is no way I can find
to get to the download so I can install it. All I can get is a page telling me
that you have firmware updates available, and to check back often (why?) for
new ones.
I've been shooting Pentax exclusively since my first new Spotmatic. I have
invested well over $50,000 in this company over the years. I have a spreadsheet
for the last ten years, should you doubt me.
I TAKE PICTURES EVERY DAY! I NEED SUPPORT OF SOME KIND WHEN I NEED IT! Not just
during the bankers hours you seem to want to keep. In no way are you
positioning yourself to become a professional photographer's support solution.
Last weekend I tried to register my camera on your website. No joy. The
"Submit" button had the same response as your "Download" button does today.
NOTHING. If there is some special incantation I must recite to get anything to
work here, do please tell me.
Searching for, in advanced or plain search methods, K-5 Firmware Update returns
"Your Search Yields No Results".
Live Chat? No, only when our offices are open.
Phone? No, only when our offices are open.
I suggest that you get your act together both online on your website, and in
your office support personnel. Stop offering "support" that is not there. And
add "Firmware" to the Software type drop down menu, so I at least know that you
know that you have it somewhere.
I would prefer if you call me Monday morning after 10 AM Pacific Standard time,
instead of taking until Wednesday to address my ire with a form email that is
of no help. 425.512.0362 And would you please standardize your telephone
hours? Eastern time for Live Chat, Mountain time for phone calls, and
apparently M-F for the website to be working.
Finally… when I registered my PZ-1P, my *ist-D, my K-100, my K-10, my two
K-20s, and my K-7, I was able to go to this site, register the cameras, go to
downloads and d/l any applicable "Firmware Updates" with no problems
whatsoever.
Was it a Hoya or a Ricoh order that has crippled doing business with Pentax?"
+++++++++++++++++++++++++++++++++++++++++++++++++
Last weekend, when I tried to register my K-5 and it's extended warranty with
Pentax, I wrote…
"30 minutes of trying to register my k-5. other than changing color, the submit
button does absolutely nothing.
disgusted.
all your programmers over trying to fix the multitude of problems with ppg?"
to which they replied…
"The product registration link on our website may be deactivated at this time.
However, product registration is NOT required for warranty coverage on your
PENTAX K-5. Keep your sales receipt (and extended warranty card if you
purchased one) and send a copy of it with your product if you have to return it
to us for warranty service.
If you are in need of further assistance, please respond to this email or call
our technical support center at 800-877-0155."
Sincerely,
Randall S.
Pentax Imaging Technical Support
____________________________________________________________________________________
To which I say, only get in touch if you are in a bank in the same time zone.
So I will keep my product paperwork with me at all times, and trust that Pentax
will update my firmware through the ether when they get around to it.
Joseph McAllister
Pentaxian
http://gallery.me.com/jomac
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