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Customer service and warranty
Dear customers, friends and business partners,
We greatly appreciate your patience and understanding during these unprecedented times. The response to your queries may take longer as our hotline and service partners must also to deal with restrictions in their local areas. We kindly ask you to submit your enquiries via our support form ... (Link)
Thank you for your understanding and stay healthy.
Your RICOH IMAGING Team.
RICOH IMAGING SERVICE PHILOSOPHY
PENTAX and RICOH products are manufactured using high quality components and assembled using state-of-the-art manufacturing processes. They are designed for many years of use and together with the uncomplicated operation, this guarantees our customers years of carefree photography. In order to be able to assist you quickly and comprehensively in the event of damage, we maintain a worldwide network of service centres. Maintenance and repairs are carried out in accordance with RICOH IMAGING's strict standards, with specially trained technicians and using genuine Pentax spare parts.
Precautions when handling the camera
Your camera is a highly technical product with many useful features. To maintain its value and function, provide regular care. Clean the camera regularly with a brush and a soft, dry cloth. If moisture gets on the surface of the housing or on the glass surfaces, remove it with a cloth as well. Avoid using any household cleaning agents.
Sudden temperature changes will cause moisture to condense on surfaces and is no different with your camera. When moving from air-conditioned rooms to the outdoors or entering a heated building after a walk in cold air, your camera will fog up. This can also cause condensation to form inside the camera, which may also condense on the electronics. Where possible avoid rapid temperature changes and allow your camera to acclimatise (ie. storing it inside your jacket pocket or a photo bag, etc.) before turning it on.
For camera-specific and additional information on the safe handling of your camera, please refer to the respective operating instructions.
What should I do if the camera no longer works?
First, please check that the battery is fully charged and inserted correctly into the camera. If necessary, please consult the operating instructions ...(Link to Download Center)
In the case of DSLR cameras, where possible change the lens to identify what is the cause of the malfunction.
All Pentax cameras are equipped with state-of-the-art electronics. Similar to a computer, a camera programme can also "crash". Error codes may appear, in such cases consult the operating instructions, remove the battery for about 5 minutes. After reinserting the battery should the error message remain, send the camera to our service department. Make sure to note any error code and inform the service centre accordingly.
IMPORTANT! Please note the following before sending in your camera:
Please understand that our service partners cannot accurately troubleshoot a problem without first inspecting the camera. Should the product be under warranty please include a copy of your proof of purchase. If the warranty of the product cannot be verified a repair estimate will be prepared. For out of warranty cases, once the camera has been inspected an estimate will be provided and only after the approval of the estimate will the repair proceed.
Shipping costs will be borne by the sender. Ensure to pack the product in suitable packaging that will protect against external influences.
Provide a detailed description of the problem, where possible provide samples images to highlight the problem and share these by email with the service partner.
If in doubt discuss with the service partner whether both the camera and lens should be sent together. To guard against loss do not send non-essential accessories, ie. battery, charger and SD cards.
The repair conditions of the service partners apply.
PLEASE FIND HERE THE LIST OF REPAIRABLE PRODUCTS
Please send your for DSLR, lenses, digital compact cameras and Sport Optic products to the address according your hometown:
AUSTRIA
Rüdiger Maerz GmbH
Süderstraße 75a (Eingang Haus 77)
20097 Hamburg
Phone: 00 49 (0)40 7314077
Contact: infohamburg@fotomaerz.de
BELGIUM
PM2S FRANCE
17/19 Avenue René Duguay Trouin
78960 Voisins-Le-Bretonneux
France
Phone: 00 33 1 30 68 67 66
Contact: pm2s@pm2s.fr
NIKKEN TECHNO France
4 Cour du Chêne Vert
Entreé par le 48 rue de Charenton
75012 Paris
France
Phone: 00 33 1 40 21 37 39
Contact: nikkenparis@nikkenfrance.com
FRANCE
PM2S Franc
17/19 Avenue René Duguay Trouin
78960 Voisins-Le-Bretonneux."
Phone: 01 30 68 67 66
Contact: pm2s@pm2s.fr
NIKKEN TECHNO France
4 Cour du Chêne Vert
Entreé par le 48 rue de Charenton
75012 Paris
Phone: 01 40 21 37 39
Contact: nikkenparis@nikkenfrance.com
GERMANY
Rüdiger Maerz GmbH
Süderstraße 75a (Eingang Haus 77)
20097 Hamburg
Phone: 040 7314077
Contact: infohamburg@fotomaerz.de
IRELAND
Dear Customers, our UK service centre will resume operations from Monday January 25th. We ask for your patience and understanding as the service centre must still operate with the necessary safety measures and protocols. Our call centre remains available for product technical questions and can be reached at, +44 (0) 207 949 0059.
John Pye Ltd (Service & Repairs)
39-40 Marchington Industrial Estate
Stubby Lane
Uttoxeter
ST14 8LP
Phone: 00 44 1283 829053
Contact: jptechadmin@johnpye.co.uk
LUXEMBOURG
PM2S FRANCE
17/19 Avenue René Duguay Trouin
78960 Voisins-Le-Bretonneux
France
Phone: 00 33 1 30 68 67 66
Contact: pm2s@pm2s.fr
NIKKEN TECHNO France
4 Cour du Chêne Vert
Entreé par le 48 rue de Charenton
75012 Paris
France
Phone: 00 33 1 40 21 37 39
Contact: nikkenparis@nikkenfrance.com
NETHERLAND
PM2S FRANCE
17/19 Avenue René Duguay Trouin
78960 Voisins-Le-Bretonneux
France
Phone: 00 33 1 30 68 67 66
Contact: pm2s@pm2s.fr
NIKKEN TECHNO France
4 Cour du Chêne Vert
Entreé par le 48 rue de Charenton
75012 Paris
France
Phone: 00 33 1 40 21 37 39
Contact: nikkenparis@nikkenfrance.com
Rüdiger Maerz GmbH
Süderstraße 75a (Eingang Haus 77)
20097 Hamburg
Phone: 00 49 (0)40 7314077
Contact: infohamburg@fotomaerz.de
SWITZERLAND
K A JAEGER AG
Oberebenestr. 67a
5620 BREMGARTEN
Phone: 056-641 21 44
Contact: jaegerag@bluewin.ch
UNITED KINGDOM
Dear Customers, our UK service centre will resume operations from Monday January 25th. We ask for your patience and understanding as the service centre must still operate with the necessary safety measures and protocols. Our call centre remains available for product technical questions and can be reached at, +44 (0) 207 949 0059.
John Pye Ltd (Service & Repairs)
39-40 Marchington Industrial Estate
Stubby Lane
Uttoxeter
ST14 8LP
Phone: 01283 829053
Contact: jptechadmin@johnpye.co.uk
European Warranty
All our cameras purchased through authorized bona fide photographic distribution channels are guaranteed against defects of material or workmanship for a period of twelvemonths from the date of your purchase. Service will be rendered, and defective parts will be replaced without cost to you within that period, provided the camera does not show evidence of impact, sand or liquid damage, mishandling, tampering, battery or chemical corrosion, operation contrary to operating instructions, or modification by an unauthorized repair shop. The manufacturer or its authorized representatives shall not be liable for any repair or alterations except those made with its written consent and shall not be liable for damages from delay or loss of use or from other indirect or consequential damages of any kind, whether caused by defective material or workmanship or otherwise; and it is expressly agreed that the liability of the manufacturer or its representatives under all guarantees or warranties, whether expressed or implied, is strictly limited to the replacement of parts as hereinbefore provided. No refunds will be made on repairs by non-authorized service facilities.
Procedure During 12-month Warranty Period
Any camera which proves defective during the 12-month warranty period should be returned to the dealer from whom you purchased the camera or to the manufacturer. If there are no representatives of the manufacturer in your country, send the camera to the manufacturer, with postage prepaid. In this case, it will take a considerable length of time before the camera can be returned to you owing to the complicated customs procedures required. If the camera is covered by warranty, repairs will be made and parts replaced free of charge, and the camera will be returned to you upon completion of servicing. If the camera is not covered by warranty, regular charges of the manufacturer or of its representatives will apply. Shipping charges are to be borne by the owner. If your camera was purchased outside of the country where you wish to have it serviced during the warranty period, regular handling and servicing fees may be charged by the manufacturer’s representatives in that country. Notwithstanding this, your camera returned to the manufacturer will be serviced free of charge according to this procedure and warranty policy. In any case, however, shipping charges and customs clearance fees to be borne by the sender. To prove the date of your purchase when required, please keep the receipt or bills covering the purchase of your camera for at least a year. Before sending your camera for servicing, please make sure that you are sending it to the manufacturer’s authorized representatives or their approved repair shops, unless you are sending it directly to the manufacturer. Always obtain a quotation for the service charge, and only after you accept the quoted service charge, instruct the service station to proceed with the servicing.
- This warranty policy does not affect the customer’s statutory rights.
- The local warranty policies available from our distributors in some countries can supersede this warranty policy. Therefore, we recommend that you review the warranty card supplied with your product at the time of purchase, or contact our distributor in your country for more information and to receive a copy of the warranty policy.
Please note
The availability of spare parts is limited. If your camera is more than 5 years old, please contact our service partner to find out about repair options.