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I talked with Pentax Canada Service today

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MightyMike

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I talked with Pentax Canada Service today,

They aren't too happy that i'm the only one to bring this to their attention as of yet. I assume they aren't too happy because I told them that other regions have been informed about the issue by users from those regions. As a matter of fact they mentioned that I've been one of the only ones to tell them of mass issues reported on the forums. Maybe we should improve our own communication with some service centers.

They tell me to keep the camera until after the holidays which i planned to do anyways. Their reason was they don't have any replacement parts yet for the K-5 and it will take them at least 4 weeks just to get the parts from Japan.

They will be repaired it on warranty, There is also the possibility of replacing it too under warranty but they won't be aiming for that unless the issues isn't easily fixable.

I pointed them in the direction of the posts on these forums so they can get a good idea of the issue however it would be beneficial for them to receive a bad copy for their own testing and examining, I didn't have mine with me at the time and may not be back into the service center until after the holidays.

The AA filter is essentially glued in place and removing it will damage the coatings of the other layers underneath, so its likely going to be a complete sensor replacement.

I can still take great photos even with the issue, edit out the spot as necessary and I know the camera will be serviced when they are ready to service it.

Have a Merry Christmas, and a Happy New Year, Take lots of photos, I'll report back when i've got anymore news or when the camera goes in for servicing, otherwise its business as usual, lets get back to sharing photos and talking photography.
--
Mike from Canada

'I like to think so far outside the box that it would require a telephoto lens just to see the box!' ~ 'My Quote :)'



http://www.airliners.net/search/photo.search?sort_order=views%20DESC&first_this_page=0&page_limit=180&&emailsearch=mighty_mike88%40hotmail.com&thumbnails=
 
Received my camera yesterday... First thing I did was check for those stains. There are indeed 2 spots right in the middle of the picture. Called Pentax Canada and they didn't have a clue what I was talking about??? I'm sure that i'm not the first one in this country to experience this problem. The store I bought the camera from (Vistek in Toronto) was a lot more receptive. I already sent the camera back and they will have a look at it tomorrow. Great service from them. Pentax???
 
Spoke to both Pentax UK and SRS today .

good experience form both, Pentax wanted examples but were aware of issue took them 6 hour to e-mail me a download address (not bad) if a little bureaucratic.

SRS also aware of the issue the're aiming for replacement FOC shipped to address, but are awaiting green light from Pentax UK.

Gave my name and contact details told them I'm no hurry so I'm added to list.

So far it couldn't have been less painful , hats off to SRS.

looks like not only will it be resolve before Christmas but also without any downtime.

If it comes off as smooth as this I'll be one happy camper I may actually become a fan boy :)

--
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MightyMike said:
They aren't too happy that i'm the only one to bring this to their attention as of yet. I assume they aren't too happy because I told them that other regions have been informed about the issue by users from those regions. As a matter of fact they mentioned that I've been one of the only ones to tell them of mass issues reported on the forums. Maybe we should improve our own communication with some service centers.
Click to expand...
So what you are saying is there hasn't been an internal memo stating problem, stating what measures were taken to correct the issue in manufacture, and a plan to deal with the returned defective bodies by retailers, or a plan to deal with those bodies that are too old to be returned to the retailers, and will need service.

From this we can probably deduce that Pentax hasn't determined the root cause of the issue and thus hasn't fixed the issue in the manufacturing of new bodies. We can also deduce that there isn't a plan to deal with the returns so, a) the returns may be resold by unethical vendors to unknowing buyers, b) it is probably best to be first in line to resolve the issue as it is a free for all, and when you can actually get your camera back is going to be uncertain.

Remind me again why this is a $1600 camera?

Thank you
Russell

--
http://waorak.tripod.com/
 
MightyMike said:
They tell me to keep the camera until after the holidays which i planned to do anyways. Their reason was they don't have any replacement parts yet for the K-5 and it will take them at least 4 weeks just to get the parts from Japan.
Click to expand...
That was what I also planned to do. My K-5 is still taking great pictures and these spots would appear only in some special conditions that I can avoid. Eventually I'll get it fixed but it would be more problematic to fall back on my K-7 for the holidays.

--



http://flickriver.com/photos/ensh/popular-interesting/
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PPG: http://bit.ly/cQhegL
 
Russell Evans said:
So what you are saying is there hasn't been an internal memo stating problem, stating what measures were taken to correct the issue in manufacture, and a plan to deal with the returned defective bodies by retailers, or a plan to deal with those bodies that are too old to be returned to the retailers, and will need service.
Click to expand...
Yes i doubt there is an internal memo, but what i get from this is there is poor communication between Pentax Japan and the various regions
Russell Evans said:
From this we can probably deduce that Pentax hasn't determined the root cause of the issue and thus hasn't fixed the issue in the manufacturing of new bodies. We can also deduce that there isn't a plan to deal with the returns so, a) the returns may be resold by unethical vendors to unknowing buyers, b) it is probably best to be first in line to resolve the issue as it is a free for all, and when you can actually get your camera back is going to be uncertain.
Click to expand...
I think you are deducing a lot and some just can't be confirmed. as to unethical vendors, well they will always be there, first in line is always a good idea, however the recommendation by the service tech is to not bring it in until the have the parts, if i bring it in now it might be the new year before i get it back, if i bring it in in the new year then i may get it back in (my estimation) 1 to 2 weeks
Russell Evans said:
Remind me again why this is a $1600 camera?
Click to expand...
Even the 1D series have had their share of problem, not to mention the Leica cameras luckily i didn't pay $1600, nope just shy of $1000, with a 2 year extended warranty and i haven't even paid 1 penny for it, and don't have to until February with no interest. Its good to have brick an mortar camera stores.

Big issues? yes
Will it stop me from using the camera? no
Will it stop me from getting great photos? no
Will i be getting it fixed? definitely!!!
Do i regret buying the K-5? Absolutely not!
Will i be an early adopter again? Most likely

Should this problem have occurred on an expensive camera? No not in a perfect world but sh!t happens and when it does we take steps to clean it up.

--
Mike from Canada

'I like to think so far outside the box that it would require a telephoto lens just to see the box!' ~ 'My Quote :)'



http://www.airliners.net/search/photo.search?sort_order=views%20DESC&first_this_page=0&page_limit=180&&emailsearch=mighty_mike88%40hotmail.com&thumbnails=
 
I chated on line about the spot or stain problem.

They acknowledge the problem. Said they would fix it and I have a year to send it in for reapair.

No big problem. I can handle it with out much difficulty till I get around to sending it in.

Full chat is below;

P: Thank you for contacting Pentax Chat Support. How may I help you?

John: I have K-5 serial number 3823884176541 and it has a dust spot or as I have read some sort of stain that I can't get rid of by normal in camera dust removal or blowing.
P: Ok. How long have you had this camera?
John: Purchased from B&H on11/02/2010
P: You must send this in because you're not under the return period for B&H.
P: We need to clean the sensor for you under warranty.

P: Unfortunately, It sounds like there is an internal issue with the camera. I recommend sending the camera to our service department for repair. The product came with a one year warranty from the date of purchase and we would only need a copy of your proof of purchase (credit card slip or invoice) to verify the purchase date for a warranty repair. If the product is not covered by our warranty at this time, you will be sent an estimate via mail or phoneline. You can call us here to approve or refuse the estimate. If you decide to go through with the repair, it will come with a new 90 day standard warranty. If you decline the repair, we will send the product back to you for a $12.00 shipping fee.
Here is the information you will need to send the camera in for repair:
PENTAX SERVICE DEPARTMENT
250 North 54th St.
Chandler, AZ 85226
Telephone: (877)-269-7179
Please ship the following items along with your product:

1. If within one year from the date of purchase, include a copy of your dated proof of purchase (sales receipt, charge slip, etc.). This is required for all warranty repairs; otherwise, we will send you a repair estimate

2. Alternatively, if you own a PENTAX Extended Warranty for your product, you can also include the appropriate registered Extended Warranty documents
3. A note explaining the problem

4. Please include your address and daytime phone numberPlease remove the memory card and battery from the camera.
CANADA:

If you are in Canada, you will need to contact Pentax Canada for repair at 800-461-6203 or 905-286-5590.
John: Is it Ok to end it in next year after I use it for the holidays?

Matthew P: You have a year from the purchase date. So, you can do whatever you want within that year. =]
Matthew P: I hope you have a good holidays with the Camera despite the spots.
John: Thanks Merry Christmas
P: Merry Christmas and thank you for using Pentax.
 
MightyMike said:
Sounds pleasant, looks like the word is out now in various regions.
Click to expand...
Yep Pentax UK seem to have mobilised formulated plan and implemented (see my news in Ari's thread)

IMO they are reacting faster than I would have expected ...good show (in best British accent).
MightyMike said:
--
Mike from Canada

'I like to think so far outside the box that it would require a telephoto lens just to see the box!' ~ 'My Quote :)'



http://www.airliners.net/search/photo.search?sort_order=views%20DESC&first_this_page=0&page_limit=180&&emailsearch=mighty_mike88%40hotmail.com&thumbnails=
Click to expand...
--
My PPG

http://www.pentaxphotogallery.com/home#section=ARTIST&subSection=1471087&subSubSection=0&language=EN
My Photo Stream
http://www.flickr.com/photos/awaldram/
 
...........
MightyMike said:
MightyMike said:
Remind me again why this is a $1600 camera?
Click to expand...
Even the 1D series have had their share of problem, not to mention the Leica cameras luckily i didn't pay $1600, nope just shy of $1000, with a 2 year extended warranty and i haven't even paid 1 penny for it, and don't have to until February with no interest. Its good to have brick an mortar camera stores.
Click to expand...
.......

Mike,

From who have you purchased thew camera... I want one! :-) especially wir the price.
Leo
 
awaldram said:
MightyMike said:
Sounds pleasant, looks like the word is out now in various regions.
Click to expand...
Yep Pentax UK seem to have mobilised formulated plan and implemented (see my news in Ari's thread)

IMO they are reacting faster than I would have expected ...good show (in best British accent).
Click to expand...
I wonder what their solution is. Will they be replacing the entire sensor unit? If would be nice if Pentax would simply come out with a clear statement that they have identified the problem, understand its source, know how to eliminate it in existing cameras and prevent it in all cameras to be produced in the future. That's how they can win the trust and respect of the Pentax community and maybe bring in some new buyers at the same time.

Rob
 
I am in the same position as you – on the SRS list. SRS are handling this extremely well (as expected) and shows the worth going to a Pentax Pro dealer. Although it may be possible to find the kit cheaper elsewhere when this sort of thing happens they are worth every penny.

The staining on my K-5 isn’t too bad and can not be seen above f22 so I will wait until the new year before thinking about getting the camera repaired or replaced.
 
Got mine from Carmans Foto, and its on its way back to them now for repair. They told me Pentax Canada was going to repair it. Guess we will see how that plays out.
 
MightyMike said:
Big issues? yes
Will it stop me from using the camera? no
Will it stop me from getting great photos? no
Will i be getting it fixed? definitely!!!
Do i regret buying the K-5? Absolutely not!
Will i be an early adopter again? Most likely

Should this problem have occurred on an expensive camera? No not in a perfect world but sh!t happens and when it does we take steps to clean it up.
Click to expand...
Ditto !

--
http://amnesix.net
 
MightyMike said:
I think you are deducing a lot and some just can't be confirmed. as to unethical vendors, well they will always be there,
Click to expand...
An unethical vendor will take the path of least resistance. A manufacturer recall is the path of least resistance. That was my point. There is a good chance defective units would get completely removed from the market if Pentax recalled the K-5 from the stores.
MightyMike said:
Should this problem have occurred on an expensive camera? No not in a perfect world but sh!t happens and when it does we take steps to clean it up.
Click to expand...
I wish Pentax felt the same.

Thank you
Russell

--
http://waorak.tripod.com/
 
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