Good service from SRS/Ricoh


dcweather

Link Posted 17/08/2016 - 00:36
I was getting a bit twitchy about some of the Pentax/Ricoh customer service after reading and knowing about a couple of things on here. I bought my daughter a Ricoh WG-30 rugged camera for her round the world trip and half way through it packed up due to the battery terminals becoming corroded. (Seems to be a common fault in this range). Naturally it had been used under water and in a variety of outdoor conditions but well looked after within that environment. So I was half expecting the blame to be put back on us. None of it. Returned to SRS who dealt with it in their usual excellent way (thanks Doug) and Ricoh have replaced it with a new one, no quibbles. Took a month or so but generally very pleased and has restored my confidence in them somewhat.
Dave

JAK

Link Posted 17/08/2016 - 12:44
Good to hear.
John K

johnriley

Link Posted 17/08/2016 - 16:20
It's always good to hear some positive feedback as so often it gets overlooked.
Best regards, John

richandfleur

Link Posted 24/05/2017 - 23:58
Good news. Sad if it's a known fault. There's talk of a new version of this coming along soon, so hopefully they've addressed this design issue.

stub

Link Posted 25/05/2017 - 00:25
well that is good news...!!
K-1Gripped K-1 ungripped K-5ii K7 Various lenses

Stuart..

stigg

Link Posted 30/05/2017 - 18:40
Why is it down to Ricoh for the replacement when SRS sold the item? When I bought a brand new car a few years ago and it was not up to standard it was the dealer who had to replace it and then take it up with the manufacturers as they sold the car to me. Don't think I'm anti SRS as I've used them before and think they are extremely good and would always use them in the future it's just I don't understand why most people don't think its the shops problem?
All the best
Brian

And come him slow or come him fast it is but death who comes at last.

pschlute

Link Posted 30/05/2017 - 19:49
It is down to the retailer because that is who you have your contract with.

But if the item is under a guarantee, the manufacturer also has a liability.

So faced with Dave's problem, i would do as he (I think) did. Go through the retailer and let them deal with the manufacturer and get the problem sorted to your satisfaction.

Alternatively you could go to the retailer (whoever they may be) and tell them it is their fault and you demand a replacement on the spot. To which any retailer would be entitled to send the product to the manufacturer for a report as to whether the item had been handled with proper care.

You want the retailer to be on your side in cases like this.
Peter



My Flickr page

stigg

Link Posted 30/05/2017 - 22:30
Peter, yes i agree but the retailer should offer you a replacement, within six months of owning, if it's obvious the item hasn't been miss-used or damaged in any way, or you must be able to have a refund instead? I think you would trust the retailer better if they offered you a replacement straight away instead of referring you to the manufacturer. As i said it took me a while to get a replacement car from the dealer but they did have to give me a replacement while they looked into it so i was not inconvenienced while this took place, but most people told me at the time it was the manufacturers fault not the dealers as he just sold it to me which is what i find strange from most people.
All the best
Brian

And come him slow or come him fast it is but death who comes at last.

pschlute

Link Posted 30/05/2017 - 23:03
stigg wrote:
Peter, yes i agree but the retailer should offer you a replacement, within six months of owning, if it's obvious the item hasn't been miss-used or damaged in any way, or you must be able to have a refund instead?

Not quite correct. You have those rights up to 30 days from purchase. Between 30 days and six months the retailer is allowed one attempt to repair the goods if they do not wish to exchange the faulty item or give a refund. As "repair" will most likely involve the manufacturer, it makes sense that the item is sent back from the retailer to the manufacturer which is what happened in this case.
Peter



My Flickr page

stigg

Link Posted 01/06/2017 - 16:06
I agree, but it should not cause you any inconvenience if they want a go at repairing it so they should lend you a comparable item until the issue is resolved!
All the best
Brian

And come him slow or come him fast it is but death who comes at last.

stigg

Link Posted 10/07/2017 - 18:04
Just to add that I just ordered a couple of bits from SRS and they turned up in a couple of days even though one item was out of stock so am very impressed again with the service they give.
All the best
Brian

And come him slow or come him fast it is but death who comes at last.

Kasey01

Link Posted 17/10/2019 - 10:48
dcweather wrote:
I was getting a bit twitchy about some of the Pentax/Ricoh customer service after reading and knowing about a couple of things on here. I bought my daughter a Ricoh WG-30 rugged camera for her round the world trip and half way through it packed up due to the battery terminals becoming corroded. (Seems to be a common fault in this range). Naturally it had been used under water and in a variety of outdoor conditions but well looked after within that environment. So I was half expecting the blame to be put back on us. None of it. Returned to SRS who dealt with it in their usual excellent way (thanks Doug) and Ricoh have replaced it with a new one, no quibbles. Took a month or so but generally very pleased and has restored my confidence in them somewhat.
Dave

Ricoh WG-30 works way beyond expectations.
ilovepdf digitalocean
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