jdubu Loc: San Jose, CA

In December, I purchased a 5D Mark II rated as excellent from KEH. Received it in an appropriate time frame.

Upon setting it up and test shooting it, the main dial started to slip and not engage in either direction. This went on for ten minutes and then worked as normally expected. I used it as a second set up camera during an event without problem and the following week sent it to CPS for maintenance. I noted the problem with the dial at the time. They contacted me back and said the main dial assembly was bad and needed to be replaced. I declined repair after talking to KEH about the problem with KEH stating that they would set aside another rated excellent camera and replace it under their warranty. CPS returned the body and I repacked it using the return label that KEH provided me.

KEH received it back on the 9th of January. On the 11th, having not heard from KEH, I emailed customer service regarding the status. Response was they were working as fast as possible, but it would be at least 5 working days before it would be processed as received. So I waited. On the 16th, I got an email saying the package was received and being processed. On the 23rd, I got an email saying the package was being shipped that evening. Delivery was this Saturday as FEDEX scheduled it would.

So I open the package and start the set up process again, look in the viewfinder and immediately, something is wrong. Take the lens off, unhook the trap door above the mirror and lo and behold... NO focusing screen!

Now, I have to wait until Monday to talk to someone about this at KEH. I don't want to have to go through another almost 3 week turn around again because someone there rated this camera excellent and didn't even look through the viewfinder! It is obviously a problem when what you see is a circle of light with black corners and you can see light reflecting off the shutter assembly.

I just sent an email to KEH stating my intention to have CPS put in a new focus screen and do a maintenance service on it. That I expect them to pay for the part and will return it under warranty if CPS finds anything else wrong with the camera requiring more repairs.

I am not saying to avoid KEH, I have bought lenses and another body from them before and had only a minor glitch for the most part... I remember I had a previous order show up on my credit card, but when I asked about where it was after not hearing about it for a week, I was told the order had been cancelled because I didn't finish the order. I asked how did my card show a charge if my order wasn't finished? Was told I apparently hadn't clicked the correct button to complete the sale. So I went back to my CC on line and the charge was gone. The things I ordered had a special 1 day discount on them which they didn't offer to reinstate, so I passed on them ,chalking it up to my user error.

I will possibly buy from them again if they have something I really need, after I get over the frustration I am experiencing from this latest episode.

jerryc41 Loc: Catskill Mts of NY

That's a shame. Bad product and slow service - not something we associate with KEH.

jdubu Loc: San Jose, CA

True, I have recommended them before... it's just frustrating.

DaveO Loc: Northeast CT

Good presentation of dissatisfaction.

pbradin Loc: Florida

I hope this is a once-in-a-lifetime bad experience for you. All of my transactions with KEH have been good. I had a problem with a Canon 24-105 f4 lens. I sent it back to them. Even though it was two months out of warranty, they said they would fix it no charge. I would get it in about two weeks. I explained that I was shooting an event at the end of the week. They sent me a replacement lens, 2nd day air, no charge. I am still using that lens two years later without so much as a hiccup.

fourg1b2006 Loc: Long Island New York

I can feel your frustration. It's just so aggravating to go through this type of situation.

Bill_de Loc: US

How do you see light reflecting off the shutter assembly? Isn't that all behind the mirror?

I am surprised to hear that about KEH. I hope you get it straightened out to your satisfied.

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rehess Loc: South Bend, Indiana, USA

My Pentax K-30 from KEH was excellent. Period. Price below used prices on eBay, shutter count 3, no visible damage.

I'm sorry your experience was different.

rgrenaderphoto Loc: Hollywood, CA

Since the month of December is the holiday season, and hours are truncated in the workplace, the backlog for repairs has probably built up.

jdubu Loc: San Jose, CA

I can see the edges of the mirror and framework assembly that flips the mirror out of the way, around the circle of light from the lens. So not the shutter itself, but part of the assembly.

And, yes I am surprised also. Having bought from them over the years I could imagine having a problem pop up once in a while, but this is aggravating in terms of time delay and the replacement condition. I semi-understand the time it takes to process in and out... sort of... but almost 3 weeks?!?! I understand the holidays, but this started a week and a half into January... and it's not a repair but warranty replacement from stock.

I am not saying they are a terrible company, I have lenses from them and a converted IR camera I use all the time without a problem. They are a great resource for equipment. I just had time this weekend to do nothing but be frustrated about this comedy of events waiting for Monday to start another process again.

billnikon Loc: Pennsylvania/Ohio/Florida/Maui/Oregon/Vermont

Yet another dirty laundry post. Wow is me, don't you feel for me, look at all the problems I had, isn't it too bad ALL THE TROUBLE I HAVE GONE THROUGH, I MUST BE THE ONLY ONE WITH PROBLEMS.
Look, put on your big boy pants and take care of business and don't take up our time with problems you can take care of yourself. AHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH!!!!

DaveO Loc: Northeast CT

You need more sleep. Try that group auto focus you're so hung up on, only with respect to others. See if you can achieve 98% success!

steve_stoneblossom Loc: Rhode Island, USA

RKL349 Loc: Connecticut

Sorry to hear of your poor experience. I have had good experiences for the most part with KEH and will continue to use them. No business is 100% perfect every time. Once they shipped me the wrong item, one of higher value that the one I paid for and we did the exchange. The good news is that there are many places to purchase camera equipment and you get to choose to do business with whomever you want.

Screamin Scott Loc: Marshfield Wi, Baltimore Md, now Dallas Ga

I live about 30 miles away from them, so if I have any issues, I don't have to wait on a delivery service.I have dealt with them for years with no issues with them. I have taken a few things back to them that didn't meet my expectations but it was not really their fault. That said, no one is perfect & especially around the holidays what with the added sales volumes.