Olympus service is handled in New Zealand via the local agent and distributor, H E Perry. They are not part of Olympus' corporate structure, but are still dependent upon Olympus for spare parts, information, and to resolve problems.
As you may or may not know, I went through two dud 50-200 SWD lenses before getting one with a working AF motor. The first lens I didn't check (should you really have to check that a new lens functions?) and I was not impressed when it just emitted tortured squeaks and failed to focus. The second lens was checked by the store I bought from, but only when I was already en-route to pick it up. That also had a DOA AF motor -- not good. When I got back to work from the store I phoned them back and made clear that I expected the situation to be resolved swiftly. A couple of hours later a staff member from H E Perry brought a working lens to my workplace.
While it isn't good that they have a number of DOA lenses (Olympus' issue), I can't fault the service response.
Last week I decided that I would cull my E-1 herd (I somehow managed to accumulate four over the past year and a half) but wanted to do a bit of work on them to get them in good shape to resell. I emailed H E Perry asking about the rubber grips and EC-1 screen protector. They responded the same day giving availability and cost. I replied with a list of quantities required, then went in a couple of days later. When I arrived and explained my purpose they fetched a service manager who apologised because they didn't have the quantities I asked for. They sold me what they had in stock and have informed me that the rest should arrive from Japan within two to three weeks.
In this case, they didn't respond to my second email quickly enough to forewarn me of parts availability, but they dealt with ordering in new parts efficiently. It is also worth bearing in mind that this company has no obligation to sell me the parts -- they could insist that I pay them to perform the remedial work.
Olympus USA service may be problematic (and perhaps the global Olympus' corporate network may have issues), but it doesn't necessarily mean that Olympus is completely useless.
(My only comparative assessment would be Canon service, which proved useless. I sent a flash unit in for repair assessment at considerable cost and they sent it back after a month stating that it beyond economic repair -- without opening the unit. Apparently they have Jedi powers or just can't be bothered with repairing recently obsoleted equipment. I didn't buy a Canon branded replacement flash, in case you are wondering.)
When the fat lady sing's it's a celebration!
