Story   Photographer   Editor   Student/Intern   Assistant   Job/Item

SportsShooter.com: The Online Resource for Sports Photography

Contents:
 Front Page
 Member Index
 Latest Headlines
 Special Features
 'Fun Pix'
 Message Board
 Polls
 Educate Yourself
 Equipment Profiles
 Bookshelf
 my.SportsShooter
 Classified Ads
 Workshop
 Sponsors
 Special Offers
 Our Store
Contests:
 Monthly Clip Contest
 Student Contest
 Annual Contest
 Rules/Info
Newsletter:
 Current Issue
 Back Issues
 Subscribe
Members:
 Members Area
 "The Guide"
 Join
About Us:
 About SportsShooter
 Contact Us
 Terms & Conditions


Sign in:
Members log in here with your user name and password to access the your admin page and other special features.

Name:



Password:







||
SportsShooter.com: Member Message Board

Tamron repair service run-around
Eric Isaacs, Photographer
Santa Barbara | CA | USA | Posted: 1:54 PM on 11.30.06
->> I posted recently about problems with Tamron’s repair department. ( http://www.sportsshooter.com/message_display.html?tid=22118 ) My 28-75 f/2.8 lens stopped working after one year of ownership. I sent it in expecting to have their 6 year warranty cover the repairs but was informed the lens sustained impact damage and the repair would cost $300. I requested they re-evaluate and let me know specifically what was wrong with the lens. Their response, $150, still impact damage. A third request to disclose the specific damage resulted in being told it had been disassembled and had a cracked cam barrel. At this point I determined the lens must have taken some impact I was unaware of and I had no further recourse with Tamron.

The lens was returned to me and I decided to take it apart. The only thing cracked is Tamron’s credibility, there are no cracks in the barrels or any other parts. I sent word, once again, to the Tamron National Service Manager who called me on the phone. He explained that the lens was never taken completely apart and they made an assumption on the cracked barrel. I had accepted the information previously provided me by Tamron employees as truthful but it was not. Because of my acceptance of their diagnosis I took the lens apart. Their current stance is that since I opened the lens the warranty is void – end of story. The only resolution they offered was to purchase a demo version of the $400 lens for $225.

I contacted the customer service department who repeated that the warranty is voided once it has been tampered with by unauthorized personnel.

Am I being unreasonable in expecting a free replacement lens? I never would have “tampered” with the lens had they been honest in the first place – nor would I have discovered the lack of cracked cam barrels. It was a no-win situation and unless they reconsider, I will never purchase nor recommend Tamron equipment again.
 This post is:  Informative (2) | Funny (0) | Huh? (0) | Off Topic (0) | Inappropriate (0) |   Definitions

Jim Leary, Photographer
Island | NY | USA | Posted: 4:40 PM on 11.30.06
->> "Am I being unreasonable in expecting a free replacement lens? I never would have “tampered” with the lens had they been honest in the first place – nor would I have discovered the lack of cracked cam barrels."

I do not believe you are unreasonable. It is a disappointment to hear that you and your lens were treated this way as I am about a week away from buying the exact same lens. However, in view of your post I have to think twice about it. The one thing I value about being a CPS member is knowing that Canon is there when I need them. If Tamron isn't there, then buying their lenses may be a mistake. They have no right to cite impact damage without ever opening up the lens and as a result they should replace your lens. I plan on contacting them my self and specifically using your experience as an example before I buy the lens. If I can't get a satisfactory answer then I will boycott Tamron and will suggest that all Sportshooter members do the same. These companies have to stand by their products and when there's a problem they MUST conduct proper repair procedures and not just "guess". This post of yours definitely has me concerned because on top of your experience I am hearing that more than a few Tamron customers have had to send their newly bought lenses in for calibration.
 This post is:  Informative (0) | Funny (0) | Huh? (0) | Off Topic (0) | Inappropriate (0) |   Definitions

Chuck Steenburgh, Photographer
Lexington | VA | USA | Posted: 4:53 PM on 11.30.06
->> Good follow-up post, Eric. This is really lame on Tamron's part, to give you TWO differing estimates on an "assumption" that conveniently gets them out of their warranty.

Guess I was fortunate they honored the warranty on my 28-75. I was thinking of buying the 18-50/f2.8 from them but perhaps I will reconsider now.
 This post is:  Informative (0) | Funny (0) | Huh? (0) | Off Topic (0) | Inappropriate (0) |   Definitions

Ian L. Sitren, Photographer
Palm Springs | CA | USA | Posted: 6:10 PM on 11.30.06
->> Big mistake on the part of companies. It used to be that they could alienate an individual or individuals and it would never really have an effect.

But with boards like this and others, one unhappy person can reach the ears of many thousands very quickly.

I have been buying Canon only but have given thought to Tamron for a couple of extra lenses I thought might be good. That thought is over. Canon only for sure.
 This post is:  Informative (0) | Funny (0) | Huh? (0) | Off Topic (0) | Inappropriate (0) |   Definitions

Allan Campbell, Photographer, Assistant
Portland | OR | | Posted: 6:34 PM on 11.30.06
->> Impact damage seems to be the excuse for everything. You will here it from both Canon and Nikon as well.
 This post is:  Informative (0) | Funny (0) | Huh? (0) | Off Topic (0) | Inappropriate (0) |   Definitions

Neal Vaughan, Photographer
St. Joseph | MI | usa | Posted: 2:41 AM on 12.01.06
->> Is it really any worse than Nikon guesstimating what my 80-200 repair cost would have been, based solely upon their "years of experience", despite not cracking the lens open? With a promise to partially refund me money if the service code ended up being lower than what they "expected"? (Hah-hah!)
 This post is:  Informative (0) | Funny (0) | Huh? (0) | Off Topic (0) | Inappropriate (0) |   Definitions

Gary Vasquez, Photographer
Covina | CA | USA | Posted: 2:55 AM on 12.01.06
->> What Carlos Delgado said: Tamron=Satan. Enough said. Also, Mike Isler's case is a great example of how OEM equipment stands against the elements. That 70-200mm submerged under ocean water and Canon confirms it still works like a charm!
 This post is:  Informative (0) | Funny (0) | Huh? (0) | Off Topic (0) | Inappropriate (0) |   Definitions

Bob Ford, Photographer
Lehighton | Pa | USA | Posted: 9:06 AM on 12.01.06
->> A friend of mine has been through this numerous times with Tamron. It took her a few times to realize that every time she sent a lens to Tamron they claimed it was damaged by impact.

One of their selling points is their six year warranty on their lenses. What good is that if they are not going to honor it?
 This post is:  Informative (0) | Funny (0) | Huh? (0) | Off Topic (0) | Inappropriate (0) |   Definitions

Bert Entwistle, Photographer
Colorado Springs | CO | USA | Posted: 9:43 AM on 12.01.06
->> Well, leave it to me to be the odd man out here, but I sent in the same lens about a year ago and they had it repaired and back in perfect shape in about a week.

And, it takes great pictures.

Just my 2 cents.

bert
 This post is:  Informative (0) | Funny (0) | Huh? (0) | Off Topic (0) | Inappropriate (0) |   Definitions

Michael Granse, Photographer
Urbana | IL | USA | Posted: 10:01 AM on 12.01.06
->> It would be a LOT of fun to do a photo story in which you would walk into a camera store, purchase a NEW Tamron lens, take it out of the packaging, and send it straight to the Tamron service department for repair of a phantom problem.

If they return a $300 estimate for "impact damage" you would have one VERY cool story (complete with dated recepits and photos) to share with the Tamron National Service Manager :)
 This post is:  Informative (0) | Funny (0) | Huh? (0) | Off Topic (0) | Inappropriate (0) |   Definitions

Eric Isaacs, Photographer
Santa Barbara | CA | USA | Posted: 10:40 AM on 12.01.06
->> Thanks, everyone, for your interest.

I added a photo of the lens at:
http://www.sportsshooter.com/emisaacs/tamron/pages/1.html

Bert: I agree that its a great lens, I was very happy with it until it malfunctioned. I understand that sometimes things malfunction. My only gripe is how Tamron dealt with my issue. I'm glad you (and some others in my previous thread) had good experiences with Tamron.
 This post is:  Informative (0) | Funny (0) | Huh? (0) | Off Topic (0) | Inappropriate (0) |   Definitions

Bob Ford, Photographer
Lehighton | Pa | USA | Posted: 12:12 PM on 12.01.06
->> Hey, I think I see a crack in the cam barrel. JK
 This post is:  Informative (0) | Funny (0) | Huh? (0) | Off Topic (0) | Inappropriate (0) |   Definitions

Jim Leary, Photographer
Island | NY | USA | Posted: 2:37 PM on 12.01.06
->> Eric,

Being someone that was planning on buying the same lens in just a few days I have been particularly interested in this thread and decided to write to Tamron myself. I have to say I am very disappointed in their responses to my concerns.

In my first email I explained your original post in here and mentioned that I was concerned since I was about to buy the same lens. I told them that Sportsshooter messaages are viewed by thousands of photographers and making amends here would not only make me feel better about my upcoming purchase but also a lot of other Sportsshooter photographers. In short, the response of their representative was (and I quote)

"I would like to discuss the details of what you read on the website, however, I do not think that is very professional. We try our best to satisfy all of our customers but every once in a while, it doesn't work out."

What I found most disturbing in particular was "every once in a while, it doesn't work out." To me this does not sound like a company too concerned with public relations and instilling confidence in customers or potential customers. My experiences have shown that when something goes wrong, the best companies do anything they can to accomodate the customer. With the comment above I get the feeling that I'm being told "you win some, you lose some."

Next I wrote back to express my disappointment with that answer. I pointed out that Tamron will get themselves a big black eye should they stand by and do nothing here as it has become a growing thread on the Sportsshooter site. The next response was (and I quote)...
"Again, I find it unprofessional to discuss
the details of another customer. I am a consumer myself and would not like it very much if I were a topic of discussion from a manufacturer.
If you have concerns about your own purchase or our repair policies andwish to discuss them with me directly please feel free to call me."

Once again I find this approach most disturbing. If my situation with a product can help others in the future I would encourage discussing it as much as they like. I told her that I would not need to call her because I did not plan on putting myself in that position by purchasing their product.

The one quote in this thread that really made me think was... "One of their selling points is their six year warranty on their lenses. What good is that if they are not going to honor it?" GOOD POINT!

I have been in and out of retail as a seller and certainly as a consumer and have never seen such blatant disregard for customer service and satisfaction. I have to say that my enthusiasm toward buying a new Tamron next week has been crushed and I am now re-evaluating my purchase and alternatives.

I'm not quite in the financial position right now to pick up the $1200 Canon lens although I hope to in the not too distant future. In the meantime, has anyone had a positive experience with Sigma on a Canon 1D or similar body? I'll be using the lens primarily in low light for concerts but also for general work as well.
 This post is:  Informative (2) | Funny (0) | Huh? (0) | Off Topic (0) | Inappropriate (0) |   Definitions

Eric Isaacs, Photographer
Santa Barbara | CA | USA | Posted: 2:36 AM on 12.06.06
->> A final word on my experience with Tamron's service department... well actually there were no more words from Tamron. Apparently they felt this issue was not important enough to follow up on. Its a shame really, I lost time and money, they lost some customers. No one won.

I picked up my brand new Canon 24-70 today. Its a sweet lens.

If anyone wants to buy a used Tamron, I'll sell it cheap.
http://www.sportsshooter.com/emisaacs/tamron/pages/1.html
(as-is/some assembly required)

EMI
 This post is:  Informative (0) | Funny (1) | Huh? (0) | Off Topic (0) | Inappropriate (0) |   Definitions

Michael Fischer, Photographer
Spencer | Ia | USA | Posted: 11:51 PM on 12.06.06
->> Eric
Sorry to hear of your problems with Tamron. I believe the words of Samuel Clemmens (aka Mark Twain) sum up the situation:

"Man is the only animal that blushes.....or needs to."

Enjoy the new Canon.

Michael
 This post is:  Informative (0) | Funny (0) | Huh? (0) | Off Topic (0) | Inappropriate (0) |   Definitions

Add your comments...
If you'd like to add your comments to this thread, use this form. You need to be an active (paying) member of SportsShooter.com in order to post messages to the system.

NOTE: If you would like to report a problem you've found within the SportsShooter.com website, please let us know via the 'Contact Us' form, which alerts us immediately. It is not guaranteed that a member of the staff will see your message board post.
Thread Title: Tamron repair service run-around
Thread Started By: Eric Isaacs
Message:
Member Login:
Password:


|| Sponsor Special Deals

Impossible Project Instant Lab
Available from: Samy's Camera | Price: $199.95
Notes: The Impossible Project Impossible Instant Lab creates beautiful instant photos from your iPhone 4/4S, iPhone 5/5S or iPod Touch 4th/5th generation.
-- More Info --



Return to -->
Message Board Main Index
Have you been making a point to read these things? We wanna know ::..