Issy
Well-known
....so here we go. Anyone else trying to work with ToCAD on parts or repair after they have now officially "taken over"?
I have two calls into the "leave your name and number" parts answering machine trying to get a couple parts for a G1 and G2, and so far no call back (despite the 24 hour promise).
Anyone else?
ToCAD 973-428-9800
I have two calls into the "leave your name and number" parts answering machine trying to get a couple parts for a G1 and G2, and so far no call back (despite the 24 hour promise).
Anyone else?
ToCAD 973-428-9800
Huck Finn
Well-known
Issy, if you're going to be in the NY/NJ area, you might include a trip over to New Jersey to talk with them. You can walk right up to the counter at service & talk to them for as long as you want. I gave up on Kyocera on the phone & I haven't tried ToCad on the phone.
Issy
Well-known
Seems like a long way to drive for a rubber eye cup.... 
Issy
Well-known
Huck,
The next time you swing by and chat with them, can you remind one of them to listen to their voicemail?
Seriously, it's not out of the realm of possibilities for me to swing by there the next time I visit one of my customers in PA, but I shouldn’t have to do that. I shouldn't have to wait three business days to get a call back, especially when they promise 24 hour response in their voicemail. I should have the option to speak with a real person, which I don't, unless I know someone's specific name.
:bang:
So... anyone know someone at ToCAD they can call and find out what's going on, on my behalf, or anyone know a good camera shop with a good relationship with Contax to act on my behalf?
The next time you swing by and chat with them, can you remind one of them to listen to their voicemail?
Seriously, it's not out of the realm of possibilities for me to swing by there the next time I visit one of my customers in PA, but I shouldn’t have to do that. I shouldn't have to wait three business days to get a call back, especially when they promise 24 hour response in their voicemail. I should have the option to speak with a real person, which I don't, unless I know someone's specific name.
:bang:
So... anyone know someone at ToCAD they can call and find out what's going on, on my behalf, or anyone know a good camera shop with a good relationship with Contax to act on my behalf?
Issy
Well-known
Follow-Up
Follow-Up
I wanted to mention that I did finally get a hold of Nick Cheremsak at ToCAD (I actually pulled Nick's email from a Kyocera press release, and thinking I was complaining to Kyocera about ToCAD's level of support, guess what? Nick now works for ToCAD, and the email got forwarded to his new username. Doh.
I had a frank discussion with Nick via email, and over the phone. I described the difficultly I personally had, and also mentioned the "persona" that Kyocera and ToCAD had started to develop based on customers difficulty in getting a hold of anyone on the phone in NJ (based on comments from here and photo.net). My take from all this is that Nick is dealing with limited resources, as well as glitches in transfering responsibility for service from Kyocera to ToCAD.
Anyway, Nick genuinely seemed to be concerned, and dropped me a new rubber eyepiece for my G2 at no charge in the mail, and is looking at the other parts I have requested.
I guess only time and experience will tell how ToCAD handles service in the future (over the next promised 10 years).
Follow-Up
I wanted to mention that I did finally get a hold of Nick Cheremsak at ToCAD (I actually pulled Nick's email from a Kyocera press release, and thinking I was complaining to Kyocera about ToCAD's level of support, guess what? Nick now works for ToCAD, and the email got forwarded to his new username. Doh.
I had a frank discussion with Nick via email, and over the phone. I described the difficultly I personally had, and also mentioned the "persona" that Kyocera and ToCAD had started to develop based on customers difficulty in getting a hold of anyone on the phone in NJ (based on comments from here and photo.net). My take from all this is that Nick is dealing with limited resources, as well as glitches in transfering responsibility for service from Kyocera to ToCAD.
Anyway, Nick genuinely seemed to be concerned, and dropped me a new rubber eyepiece for my G2 at no charge in the mail, and is looking at the other parts I have requested.
I guess only time and experience will tell how ToCAD handles service in the future (over the next promised 10 years).
Huck Finn
Well-known
Good luck with them, Issy. They told me that they were trying to improve the service from what had existed with Kyocera after staffing cuts in the past year or so. A returned call in 3 days is far superior to what happened uner Kyocera after the staff cuts. I couldn't even get through to leave a message after holding for an hour. I hope that they achieve their goal.
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