Pentax

I can top your worst ever customer service story.

I bought a Pentax Optio W20 from Navy Exchange. It looks beautiful! Its

features include "Water proof" and "Shockproof." I live on an island, so

waterproof is always good to have. In less than 4 months, the camera

wouldn't turn on. I searched the web for service center (wasn't easy), and

finally got to Golden, Colorado.

I mailed out my camera and it was received on June 8. By July 10, I

received no feedback from Pentax. So, I sent two emails asking about the

progress of my repair. Two people responded saying your camera has been

repaired and sent out on July 12. I received a letter dated July 19 saying

it will cost $185 to repair your camera.

So, I sent another email asking what is going on?

PENTAX:Their reply (again two different people), "we received your camera

again on July 18, and discovered water damage not covered in the warranty."

ME: My response - Wait a minute, you said you mailed it to me on July 12 and

then received it back on July 18? Impossible as I live on Guam and USPS

doesn't have that kind of turn around. Add to that, I live on the other

side of the international date line.

PENTAX: Oh, the post office must have sent it back to us.

ME: If my address is listed as addressee and yours is listed as return

address. Wouldn't you just verify my address and re-send? If you opened

the package and logged the camera into your tracking system, wouldn't it

indicate it was mailed out on July 12?

PENTAX: Our CHIEF TECHNICIAN took a look at it and determined that your

"waterproof" camera had water damage and would cost more to repair than to

replace it.

ME: What? Now, you are saying it is beyond economic repair?

PENTAX: Yep, do you want it fixed? You still owe us $$$ to fix it.

By the way, it took 45 minutes of being put on hold, transferring, retelling

my problem to get connected to a person who could "help." Then, they ask

"would you like to speak with a Spanish speaking representative?" "Huh? am I

not speaking English to you?"

Bottom line: We lied to you when we said we fixed it and shipped it out to

you. The two people who told you so can't read the service record, the

intake people can't read either.