*ist DL2/jessops
Posted 05/10/2006 - 13:45
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on this side of the pond, I'd write a detialed letter, pay to have it notorized, and send it registered mail to BOTH pentax and Jessops.
noting like a paper trail to stop the buck passing. Notihng like a paper trail with a lwyaer/barristors stamp to let'm know they're one mistake away from landing in court or the press.
noting like a paper trail to stop the buck passing. Notihng like a paper trail with a lwyaer/barristors stamp to let'm know they're one mistake away from landing in court or the press.
Fired many shots. Didn't kill anything.
Posted 05/10/2006 - 14:22
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Personally I don't have any faith in Jessops.
If I were you I would contact Pentax directly... the last time I ever dealt with Jessops (years ago admittedly) they said it was with Pentax - it wasn't, it was with one of their repair centres and Pentax knew nothing about it
Just phone Pentax, explain your situation, and see where they're at. It is worth suggesting to them, because of the time involved that you should get a replacement camera. I have had experience with the Pentax repair centre, and it wasn't 100% an easy ride. But after persisting they came up trumps
Hopefully you made a note of the camera serial number - Pentax can use that to locate it.
Usual things apply - when you phone ask for names, write everything down, and keep at it
HTH,
Matt
If I were you I would contact Pentax directly... the last time I ever dealt with Jessops (years ago admittedly) they said it was with Pentax - it wasn't, it was with one of their repair centres and Pentax knew nothing about it
Just phone Pentax, explain your situation, and see where they're at. It is worth suggesting to them, because of the time involved that you should get a replacement camera. I have had experience with the Pentax repair centre, and it wasn't 100% an easy ride. But after persisting they came up trumps
Hopefully you made a note of the camera serial number - Pentax can use that to locate it.
Usual things apply - when you phone ask for names, write everything down, and keep at it
HTH,
Matt
Posted 05/10/2006 - 16:54
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I have to say I think you a being a bit harsh on Jessops, who do a pretty good job with a very wide range of products and services. I know it will vary from store to store, but the people I know who work for Jessops are keen enthusiasts just like us who have an excellent level of knowledge. I admit I have also come across others who are not so good, but in a large organisation I think that's probably inevitable.
That doesn't help the repair problem, but Matt is quite right - perservere and get to talk to someone who can resolve the issues for you. Pentax cameras are generally reliable, but, as with all things, failures do happen and repairs can be quite slow which is very frustrating.
That doesn't help the repair problem, but Matt is quite right - perservere and get to talk to someone who can resolve the issues for you. Pentax cameras are generally reliable, but, as with all things, failures do happen and repairs can be quite slow which is very frustrating.
Best regards, John
Posted 05/10/2006 - 17:10
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John,
Correction accepted. I'll qualify my statement - "I don't have any faith in my main local Jessop store". Perhaps it's changed over time, but every time I think I'll test them out I'm disappointed.
As I mentioned, I was shocked to find out after Jessops had told me they'd sent it to Pentax for repair and it had gone wrong again after a couple of month's use, when I phoned Pentax they assured me that my camera had never been seen by them
But glad to hear you've had some positive experiences with them
Matt
Correction accepted. I'll qualify my statement - "I don't have any faith in my main local Jessop store". Perhaps it's changed over time, but every time I think I'll test them out I'm disappointed.
As I mentioned, I was shocked to find out after Jessops had told me they'd sent it to Pentax for repair and it had gone wrong again after a couple of month's use, when I phoned Pentax they assured me that my camera had never been seen by them
But glad to hear you've had some positive experiences with them
Matt
Posted 05/10/2006 - 18:14
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Pentax does have a spare parts problem. Not only do they not stock very many parts in the UK, but they don't have many in Germany either, which supplies the UK.
One of my bodies has been with Pentax in Slough for over six weeks (I took it there myself, so Jessops is blameless - on this occasion). It appears Germany is waiting for parts from Japan (or Taiwan, or wherever).
I'm fortunate to have two bodies. If I only had the one, I would be extremely frustrated by now. If anyone from Pentax reads this, I hope they will pass a curt message to the powers that be.
G
One of my bodies has been with Pentax in Slough for over six weeks (I took it there myself, so Jessops is blameless - on this occasion). It appears Germany is waiting for parts from Japan (or Taiwan, or wherever).
I'm fortunate to have two bodies. If I only had the one, I would be extremely frustrated by now. If anyone from Pentax reads this, I hope they will pass a curt message to the powers that be.
G
Keywords: Charming, polite, and generally agreeable.
Posted 06/10/2006 - 11:05
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Hi,
I see you bought the camera in June, so it is well inside any warranty period. Let me say this for everyones benefit..
If an item fails inside it's warranty period NEVER ACCEPT A REPAIR, especially since you can insist on an exchange or a full refund.
Once you accept a repair the whole area of consumer law becomes trickier. I strongly recommend you go first thing to your local trading standards office, if for no other reason than to check exactly where you stand in regard to the law. Retailers whether large or small are notorious for either being totally ignorant of UK consumer law or trying to ignore it.
It is critical you do this, so when you talk to Pentax or Jessops, they are then unable to 'fob you off' with some nonsense. Once a retailer knows you are in full possesion of the facts of law, they suddenly become more efficient...
I used to work for one of the UK's largest DIY retailers...I know what goes on..
cheers Steve.
I see you bought the camera in June, so it is well inside any warranty period. Let me say this for everyones benefit..
If an item fails inside it's warranty period NEVER ACCEPT A REPAIR, especially since you can insist on an exchange or a full refund.
Once you accept a repair the whole area of consumer law becomes trickier. I strongly recommend you go first thing to your local trading standards office, if for no other reason than to check exactly where you stand in regard to the law. Retailers whether large or small are notorious for either being totally ignorant of UK consumer law or trying to ignore it.
It is critical you do this, so when you talk to Pentax or Jessops, they are then unable to 'fob you off' with some nonsense. Once a retailer knows you are in full possesion of the facts of law, they suddenly become more efficient...
I used to work for one of the UK's largest DIY retailers...I know what goes on..
cheers Steve.
Posted 06/10/2006 - 11:15
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Steve - very good point.
Here's the DTI information
http://www.dti.gov.uk/consumers/fact-sheets/page24700.html
And this:
http://www.consumerdirect.gov.uk/
Hope that helps
Matt
Here's the DTI information
http://www.dti.gov.uk/consumers/fact-sheets/page24700.html
Quote:
* It is the seller, not the manufacturer, who is responsible if goods do not conform to contract.
...
* A purchaser who is a consumer, i.e. is not buying in the course of a business, can alternatively request a repair or replacement.
...
Q11. The retailer has said that a repair is "disproportionately costly" and insists I accept a replacement as an alternative. Must I accept this?
Yes, and vice versa if you request a replacement and this is "disproportionately costly". However, remember any remedy has to be carried out "without significant inconvenience" and within a "reasonable time" for the consumer. Remember that you could also seek damages instead.
This link is also helpful: http://www.dti.gov.uk/consumers/consumer-support/index.html* It is the seller, not the manufacturer, who is responsible if goods do not conform to contract.
...
* A purchaser who is a consumer, i.e. is not buying in the course of a business, can alternatively request a repair or replacement.
...
Q11. The retailer has said that a repair is "disproportionately costly" and insists I accept a replacement as an alternative. Must I accept this?
Yes, and vice versa if you request a replacement and this is "disproportionately costly". However, remember any remedy has to be carried out "without significant inconvenience" and within a "reasonable time" for the consumer. Remember that you could also seek damages instead.
And this:
http://www.consumerdirect.gov.uk/
Hope that helps
Matt
Posted 06/10/2006 - 11:20
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The above info is "The Sale of Goods Act", which may be slightly different -
http://www.consumerdirect.gov.uk/general/unsafe/fs_d01.shtml
Matt
http://www.consumerdirect.gov.uk/general/unsafe/fs_d01.shtml
Quote:
When you buy your appliance from a shop you are protected by Sale of Goods legislation, if the appliance is not of satisfactory quality or fit for its purpose.
This law only applies if the appliance had something wrong with it when you bought it, although the fault may not be obvious at the time.
Just searching for legal stuff on faults within warranty period...When you buy your appliance from a shop you are protected by Sale of Goods legislation, if the appliance is not of satisfactory quality or fit for its purpose.
This law only applies if the appliance had something wrong with it when you bought it, although the fault may not be obvious at the time.
Matt
Posted 13/10/2006 - 16:20
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Hello all and thaks for your replys the best way i can reply to every one is by posting the 2 emails ive just sent off.
Sent to PENTAX
I bought a *ist dl2 from jessops in june,it broke,i contacted jessops who arranged to have it picked up.Its been with you now since the 29th of august some 7wks now,i was told you where waiting for part,i was told the parts would be in on the 12th and i would have me camera back early next week.I rang them today and now im told that my camera is awaiting a software delivery to complete the repair,not due in till the 18th,this im told will take a few days to complete the repair wich puts the expected delivery back to wk begining 23rd of october! As you can imagine im not impressed,i WAS very impressed with the camera and was looking forward to a long relationship with the pentax range,infact the K10 has my tail wagging so to speak,but im rapidly losing faith. I thought long and hard about going digital after having a mz-60 for a number of years,now i wish i had gone to nikon like all my friends!.
I need to know what,if anything,your going to do about my problem. The serial number of the camera is $*****
Thanks for listening!
Sent to jessops
Hello,I bought a pentax *ist DL2 online from you in june.It broke.I rang you and was told you would arrange to have it picked up and repaired.It was picked up on Thursday, August 10, 2006.I rang you on the 15th of august and was told that it had been sent to the wrong place by city link(tracking code FA******)but that it would be collected the next day and shipped to pentax.I rang back on the 29th of august and was told that it was actually just being loaded today and pentax will have it soon!! When i told them of my last phone call they denied all knowledge of anyone ever telling me that as i hadn't got the persons name!? I rang back on the 19th of september to be told that pentax are waiting for parts and i should ring back next week.I rang again on the 29th of september and was told exactly the same thing.I rang back on the 9th of october to be told that the part was due in on the 12th of october and it would be fixed and shipped back to me that very same day.I rang back on the 13th of october and was told that pentax are waiting for a software delivery to complete the repair and this delivery was due on the 18th of october and that the repair would take a few days to complete,so at the earliest this camera is due back to me in the week begining the 23rd of october!! This camera has been away from me now since the 10th of august and its now the 13th of october!! At what point do i get a replacement?? Im going to make you aware of the fact that my next port of call is the trading standards office,pentax and then amature photographer of wich im a subscriber.My whole shopping experiance will be recounted on pricerunner.com and my own website.
ive had a letter from yourselfs and at the top it say i must quote........
Sent to PENTAX
I bought a *ist dl2 from jessops in june,it broke,i contacted jessops who arranged to have it picked up.Its been with you now since the 29th of august some 7wks now,i was told you where waiting for part,i was told the parts would be in on the 12th and i would have me camera back early next week.I rang them today and now im told that my camera is awaiting a software delivery to complete the repair,not due in till the 18th,this im told will take a few days to complete the repair wich puts the expected delivery back to wk begining 23rd of october! As you can imagine im not impressed,i WAS very impressed with the camera and was looking forward to a long relationship with the pentax range,infact the K10 has my tail wagging so to speak,but im rapidly losing faith. I thought long and hard about going digital after having a mz-60 for a number of years,now i wish i had gone to nikon like all my friends!.
I need to know what,if anything,your going to do about my problem. The serial number of the camera is $*****
Thanks for listening!
Sent to jessops
Hello,I bought a pentax *ist DL2 online from you in june.It broke.I rang you and was told you would arrange to have it picked up and repaired.It was picked up on Thursday, August 10, 2006.I rang you on the 15th of august and was told that it had been sent to the wrong place by city link(tracking code FA******)but that it would be collected the next day and shipped to pentax.I rang back on the 29th of august and was told that it was actually just being loaded today and pentax will have it soon!! When i told them of my last phone call they denied all knowledge of anyone ever telling me that as i hadn't got the persons name!? I rang back on the 19th of september to be told that pentax are waiting for parts and i should ring back next week.I rang again on the 29th of september and was told exactly the same thing.I rang back on the 9th of october to be told that the part was due in on the 12th of october and it would be fixed and shipped back to me that very same day.I rang back on the 13th of october and was told that pentax are waiting for a software delivery to complete the repair and this delivery was due on the 18th of october and that the repair would take a few days to complete,so at the earliest this camera is due back to me in the week begining the 23rd of october!! This camera has been away from me now since the 10th of august and its now the 13th of october!! At what point do i get a replacement?? Im going to make you aware of the fact that my next port of call is the trading standards office,pentax and then amature photographer of wich im a subscriber.My whole shopping experiance will be recounted on pricerunner.com and my own website.
ive had a letter from yourselfs and at the top it say i must quote........
Posted 14/10/2006 - 20:46
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Please forgive me if I am wrong but is this post for real?
I mean a new forum user comes on straight away with a serious complaint that is damming to both Jessops and Pentax who are both reputable companies who in my opinion would not let such a thing happen (I am sure Jessops would have offered a replacement by now)
I may be barking up the wrong tree here and my sincere apologies to the OP if I am, but such a damming post and with a username of...bettyswollocks?
or maybe users of this forum are not very good at anagrams?
I mean a new forum user comes on straight away with a serious complaint that is damming to both Jessops and Pentax who are both reputable companies who in my opinion would not let such a thing happen (I am sure Jessops would have offered a replacement by now)
I may be barking up the wrong tree here and my sincere apologies to the OP if I am, but such a damming post and with a username of...bettyswollocks?
or maybe users of this forum are not very good at anagrams?
Posted 15/10/2006 - 13:45
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i had a simular experience earlier this year having purchased an *istds from my local jessops (only people who had one) and after a few weeks the camera went faulty But i have to say that it was actually the fact that i had been given the wrong batteries which were the wrong polarity
i contacted my local jessops and thay told me thay would get me a replacment *istds but after 3 weeks of being told thay were having transferred from another centre and not getting any where i returned the camera to the shop they swopped it for an *istdl2 with no problem and appologised for the problems that i had encountered
i have use jessops on a number of occasions as five of the camera shops in my area have closed since jessops opened and they are usually quite helpful which is more than i can say about the autherised pentax dealer who refuse to order any thing from pentax or to stock the cameras
i contacted my local jessops and thay told me thay would get me a replacment *istds but after 3 weeks of being told thay were having transferred from another centre and not getting any where i returned the camera to the shop they swopped it for an *istdl2 with no problem and appologised for the problems that i had encountered
i have use jessops on a number of occasions as five of the camera shops in my area have closed since jessops opened and they are usually quite helpful which is more than i can say about the autherised pentax dealer who refuse to order any thing from pentax or to stock the cameras
Posted 16/10/2006 - 13:35
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Quote:
Please forgive me if I am wrong but is this post for real?
I mean a new forum user comes on straight away with a serious complaint that is damming to both Jessops and Pentax who are both reputable companies who in my opinion would not let such a thing happen (I am sure Jessops would have offered a replacement by now)
I may be barking up the wrong tree here and my sincere apologies to the OP if I am, but such a damming post and with a username of...bettyswollocks?
or maybe users of this forum are not very good at anagrams?
I assure you that this is most certainly real. As for jessops offering a replacement they wont even entertain the idea Please forgive me if I am wrong but is this post for real?
I mean a new forum user comes on straight away with a serious complaint that is damming to both Jessops and Pentax who are both reputable companies who in my opinion would not let such a thing happen (I am sure Jessops would have offered a replacement by now)
I may be barking up the wrong tree here and my sincere apologies to the OP if I am, but such a damming post and with a username of...bettyswollocks?
or maybe users of this forum are not very good at anagrams?
As for it being my 1st post here,where else would you suggest i go to seek advice on an issue with a pentax camera?
And to keep things upto date ive had one reply from pentax that said
"Thank you for your e-mail we are extremely sorry for the delay and will get
this repaired and back to you as quickly as possible"
As of yet jessops have failed to reply.
Posted 16/10/2006 - 22:38
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i reply i must admit that i do know the manager at jessops as i have been a customer for a number of years and thay did know that i had a weddingh coming up and so thay did bend over backwards to help me
i do sometimes find that you are better off with a face to face discussion at the shop if you have a problem and yes you do have rights under the consumer protections but it has to be said that some times the personal discussion is best and not to go in all guns a blazing which frankly just gets peoples backs up
i do sometimes find that you are better off with a face to face discussion at the shop if you have a problem and yes you do have rights under the consumer protections but it has to be said that some times the personal discussion is best and not to go in all guns a blazing which frankly just gets peoples backs up
Posted 16/10/2006 - 23:24
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Quote:
I assure you that this is most certainly real. As for jessops offering a replacement they wont even entertain the idea
As for it being my 1st post here,where else would you suggest i go to seek advice on an issue with a pentax camera?
Fair comment Betty, But I did pre-offer and apology in my reply if I had misinterpreted your post, plus I had never heard the surname Swollocks beforeI assure you that this is most certainly real. As for jessops offering a replacement they wont even entertain the idea
As for it being my 1st post here,where else would you suggest i go to seek advice on an issue with a pentax camera?
If I found myself in your position I would be down to Jessops on saturday afternoon (probably their busiest time) and I would have raised the roof.
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1597 posts
19 years
Pentaxia
ANYWAY.....
My camera is now with pentax,has been for over 6weeks now,i keep getting told that pentax are waiting for parts and to ring back same time the following week
Now wot?? At what point,and how,do i complain and try and get a fresh camera?
Im really dissapointed by the whole experiance,i was really enjoying the camera but now im left with no faith in the whole pentax/jessops name,i mean its bad enough the thing broke (i was taking pictures of the kids,with flash,then suddenly the falsh stopped working and drained the batterys) but now im having trouble getting it fixed by what i assumed was a big reputable company,by that i mean jessops and pentax.
ANY ideas/input would help.