Shoddy customer service by Ricoh/Pentax


mille19

Link Posted 08/02/2018 - 15:52
Just thought I'd let everyone know about the shoddy customer service I've had from Ricoh/Pentax.
Basically the problem is I can't install the Camera Utility software that came with my K3 because my new PC doesn't have a CD/DVD drive.
I got in touch with Ricoh/Pentax UK and below is the service that I received.
Not good enough in my opion.

Customer Support [2018-02-08 15:55:26.357]
Dear Steve Miller,
we are sorry to inform that we do not have the Camera Ultility 5 software available.
CD with software came with the camera, if cd is lost there is nothing we can do for you then.
Kind regards,
Ricoh Imaging


End User [2018-01-30 17:56:45.050]
I've already downloaded this but it is an update and asks for the origanal disk to be inserted in the PC. My new PC doesn't have a CD/DVD drive so I can't use the update, I need to be able to download the full version not just the update.
It's frustrating because I want to take advantage of the K3's in-camera HDR function but Adobe Lightroom doesn't support the Pentax K3 HDR files, that's why I need to install the Digital Camera Ultility 5 software.
Thanks
Steve Miller
www.srmillerphotography.co.uk

Customer Support [2018-01-30 14:33:59.047]
Dear Mr. Miller,
our apologies for the late response to your inquiry.
The Digital Camera Ultility 5 is available as download. You will find it here:
http://www.ricoh-imaging.co.jp/english/support/digital/dc_utility5_win.html
Kind regards,
Ricoh Imaging

barkin

Link Posted 08/02/2018 - 16:12

kh1234567890

Link Posted 08/02/2018 - 16:13
The stupid installer only checks the name of the drive from which you are installing - rename USB/SD/whatever you have to S-SW140 : https://www.dpreview.com/forums/post/60014243
Flickr Stream

Helpful

kh1234567890

Link Posted 08/02/2018 - 16:13

mille19

Link Posted 08/02/2018 - 16:32
Thanks it worked a treat, you chaps should work for Pentax customer support

It still doesn't hide the fact that the service from Pentax was very poor, just seemed to be a couldn't care less attitude, or was it just me being sensitive ?

MikeInDevon

Link Posted 08/02/2018 - 16:35
Hi Steve,

My Netbook doesn't have an optical drive so I use a USB DVDRW which has been very handy on numerous occasions, the one I have is an earlier version of this:

link

which is less than 20 quid.

Cheers
Mike

Helpful

Algernon

Link Posted 08/02/2018 - 16:36
To me it's silly buying a computer without a CD/DVD Drive how else do you expect to install any products/software you buy . The FIX has been posted on this and other forums many times. A quick search would have found it.

It's OTT blaming Ricoh/Pentax they supply the software on CD/DVD and can't for legal reasons tell you how to hack it. They possibly don't even own the license.

--
Half Man... Half Pentax ... Half Cucumber

Pentax K-1 + K-5 and some other stuff

Algi
Last Edited by Algernon on 08/02/2018 - 16:40

mille19

Link Posted 08/02/2018 - 16:43
Algernon wrote:
To me it's silly buying a computer without a CD/DVD Drive how else do you expect to install any products/software you buy . The FIX has been posted on this and other forums many times. A quick search would have found it.
It's OTT blaming Ricoh/Pentax they supply the software on CD/DVD.
--

Many new laptops don't come with CD/DVD drives is everyone that buys one silly?
Most software is downloaded from the interenet now, I think you'll find CD/DVDs are a bit outdated.

I use Lightroom most of the time so it isn't really an issue it was just the attitude of the support team.
I'll stand by my statement "Shoddy customer support by Pentax"

mille19

Link Posted 08/02/2018 - 16:44
MikeInDevon wrote:
Hi Steve,

My Netbook doesn't have an optical drive so I use a USB DVDRW which has been very handy on numerous occasions, the one I have is an earlier version of this:

link

which is less than 20 quid.

Cheers
Mike

Thanks Mike I will keep this in mind.

JAK

Link Posted 08/02/2018 - 16:52
mille19 wrote:
Many new laptops don't come with CD/DVD drives is everyone that buys one silly?

Yes, if it is something you might need one day. Would one buy an Apple computer to run a Windows program? Yes both can be got round with add on hardware/software if you know what you're doing. If not, get the appropriate product for one's needs.
John K
Last Edited by JAK on 08/02/2018 - 16:59

mille19

Link Posted 08/02/2018 - 16:55
JAK wrote:
mille19 wrote:
Many new laptops don't come with CD/DVD drives is everyone that buys one silly?

Yes, if it is something you might need one day.

Actually I didn't need it in the end..... see above

Algernon

Link Posted 08/02/2018 - 18:00
You didn't need it in the end, but you haven't got a copy that complies with the licence You've used a hack.

An alternative would be to get someone to image the original CD to a SD card and copy that to your computer then mount it as a Virtual CD which Windows can then mount.

Like you I'm a Rugby League fan and I have hundreds of games on DVD. So I would never buy a PC without one.

Someday a client is going to ask you for Jpegs on a DVD so it's better to be prepared for it now.

DVD's are far from dead it's still the only way to store stuff for up to 1,000 Years

http://www.zdnet.com/article/the-1000-year-dvd-is-here/
Naval Tests
http://site.produplicator.com/downloads/Manuals/China_Lake_Full_Report.pdf
--
Half Man... Half Pentax ... Half Cucumber

Pentax K-1 + K-5 and some other stuff

Algi
Last Edited by Algernon on 08/02/2018 - 18:05

RobL

Link Posted 08/02/2018 - 18:07
I think some of these responses are a bit daft, mille19 has a good point about the response he received and is right to be aggrieved, that sort of attitude can really put one off a company. Personally I would have taken all my kit to the nearest camera store and swapped it for another make there and then. Would it be too much to ask for Ricoh to sell a disc, after all you can get all sorts of other bits you might lose? Did you know that new cars come without CD players - does that mean you donít buy a car because you have to transfer everything onto your phone or usb stick?

Mag07

Link Posted 08/02/2018 - 18:34
It is indeed a very poor response. CD/DVDs are now legacy tech and it really should not be an issue to sort out proper downloads for registered product via a simple client portal. I love what Ricoh has done to Pentax so far in terms of gear, but their backward attitude towards clients is costing them sales. Even a somewhat niche product can have a fantastic client support.
'Photography...it remembers little things, long after you have forgotten....' (Aaron Siskind)

Algernon

Link Posted 08/02/2018 - 18:39
If it's Licensed from a 3rd party to be supplied on CD they can't supply it any other way. This is known at the time of purchasing the camera.

It must be licensed to Pentax otherwise they would supply it by download.

I bought a Logitech mouse last year and the software was only available by download how can I do that when I need the mouse to control the PC?

I think Panasonic had similar problems with some brilliant software they had that let you edit DVD-RAM disks recorded on one of their TV Recorders on a PC. i.e. remove the adverts etc. It would have sold a lot more recorders if TV recorder customers could just download, but it was only sold with the PC Recorder or Camera. I've still got and use mine. Takes a few minutes to remove all the adds from a 2 hour game recording.


--
Half Man... Half Pentax ... Half Cucumber

Pentax K-1 + K-5 and some other stuff

Algi
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