Now *this* is what engaging the customer meaningfully is about

When my GXR had issues (while under warranty), Ricoh USA. (Criss Camera) authorized repair did a fine and fast job.  I was not happy because I was on vacation and at least had my GRDlll, and you know I learned how to make do with one FL and was very happy with the results....... To this day I am not sure if there was a defect, or if was something I may have done, all I know is that I was taken care of.  My only issue was that even then I did feel the 28mm was not on the money, not sharp.  They swore the lens was perfect, I will never know for sure.