Tamron USA Inc.

To whom it may concern,I understand the customers complaint and would like to resolve this matter for them.First of all we need to see the claimed defective lens for evaluation before anything is doneI would be happy to send the customer a prepaid shipping label for the return upon your
approval.Once I receive the lens we will inspect it to see what the problem may beRegardless of what we find I will replace the lens with a brand new lens from our inventoryI will personally inspect the lens to be sure that it is operating correctlyI will also give the customer a new year warrantyRegards,*** ***
***

To whom it may concern,While we certainly understand the customers position I'd like to explain what has transpired thus farThe lens was repaired the first time due to impact damage and Tamron was indeed paid in fullWhen the technician finishes the repair on these high end lenses they take the
time to wrap the lens with heavy duty bubble wrapThe lens is wrapped in both directions for added protectionThen the lens is brought to our warehouse for final packingAt this point the lens is put in an over sized box and packed according to *** & *** ** standardsDuring transportation there is no way for the lens to get damaged.When the customer called us after the receipt and testing of the lens the first thing we asked was about the condition of the outer cartonWe wanted to know if the box was damaged during delivery and if we could see the box or have pictures of the box or even just tell us that it was damaged in transitThis way we could submit a claim to the carrierThis question was never answered so we can assume this was not the case.From our experience the box would have had to receive substantial damage in order for the lens to be in its current conditionThe entire front end of the lens is cracked, the front element has shifted out of position, and the main cam barrel (metal part) is bentThe lens was not returned from us in this condition.Since this is the second time the lens will have a repair charge associated with it we are willing to offer a discount on the repair of 50%Tamron will absorb half of the cost to repair the lens back to factory specifications.If this is acceptable then the lens needs to be sent back to us as when the original estimate was declined the lens was returned and no longer in our possession.I hope our willingness to pay for half of the repair will show that we are willing to resolve this issue.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I appreciate the Tamron representative's response I will send the lens back BUT they already gave me a replacement I do not know if it was new or not but I cannot risk having another lens not work Right after this incident, I switch to another lens and it worked fine When I got home and tried out the Tamron lens again, it did work but it was a lot slower and the auto focus motor was louder than normal This tells me that it is the lens and not my camera body Plus this is the same problem that I had initially As a working professional, I rely on my gear to work for me at all times The lens did work flawlessly for eight months or so but after that it's been nothing but problems I don't want to take my chances anymore.I can send the lens back but I do not want a replacement I want to have a refund
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Thank you for your understanding.  Can you please send a shipping label to [redacted] and I will send the lens back asap.

To whom it may concern,Although this is not our normal policy to refund directly to a consumer we will make an exception in this case. I am on vacation for the next few days but will attend to this on Jan [redacted] when I return.Please be sure to include a copy of the original purchase receipt with the lens return and send it directly to my attention. Upon receipt of the lens and as long as their is no physical damage to the lens I will have a check prepared in the amount of the purchase minus the $100.00 rebate that was already claimed.Regards,[redacted]Tamron USA, Inc[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Review: I purchased a Tamron 70-200 VC lens from [redacted] on 11/**/13. [redacted] is an authorized Tamron dealer. The lens started exhibiting auto focus problems in August 2013. At that time I sent it in to Tamron and they acknowledged the problem on 8/**/14. The lens was repaired and sent back and in October I experienced the same problem. On 10/**/14 Tamron acknowledged the problem and took the lens in. Tamron ended up sending a replacement lens instead of fixing my original lens. There was another problem with this lens and as a result was sent back to Tamron and they acknowledged it on 11/**/14. I received the lens back and today 12/**/14 the lens stopped auto focusing. This is the same problem as what I had originally. In about an hour I tried the lens again and it did auto focus but it was a lot slower and louder than normal.

This will be the fourth time that I will be sending this lens back to Tamron. I have many other lenses that are older as well as newer that never have auto focusing issues with my camera so my only conclusion is that it is the lens.Desired Settlement: Since this is the fourth time I am sending the lens back I would like a refund instead of them repairing it. I think four times in one year is excessive and it affects my business as a portrait photographer. I can no longer rely on this lens as it inhibits my ability to serve my clients and I have been more than patient in having the problem resolved. I am asking for a refund of $1,249 which is $100 less than what I paid for it. The $100 was the rebate that Tamron had paid

on the lens.

Business

Response:

To whom it may concern,I understand the customers complaint and would like to resolve this matter for them.First of all we need to see the claimed defective lens for evaluation before anything is done. I would be happy to send the customer a prepaid shipping label for the return upon your approval.Once I receive the lens we will inspect it to see what the problem may be. Regardless of what we find I will replace the lens with a brand new lens from our inventory. I will personally inspect the lens to be sure that it is operating correctly. I will also give the customer a new 6 year warrantyRegards,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I appreciate the Tamron representative's response. I will send the lens back BUT they already gave me a replacement. I do not know if it was new or not but I cannot risk having another lens not work. Right after this incident, I switch to another lens and it worked fine. When I got home and tried out the Tamron lens again, it did work but it was a lot slower and the auto focus motor was louder than normal. This tells me that it is the lens and not my camera body. Plus this is the same problem that I had initially. As a working professional, I rely on my gear to work for me at all times. The lens did work flawlessly for eight months or so but after that it's been nothing but problems. I don't want to take my chances anymore.I can send the lens back but I do not want a replacement. I want to have a refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To whom it may concern,Although this is not our normal policy to refund directly to a consumer we will make an exception in this case. I am on vacation for the next few days but will attend to this on Jan [redacted] when I return.Please be sure to include a copy of the original purchase receipt with the lens return and send it directly to my attention. Upon receipt of the lens and as long as their is no physical damage to the lens I will have a check prepared in the amount of the purchase minus the $100.00 rebate that was already claimed.Regards,[redacted]Tamron USA, Inc[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Thank you for your understanding. Can you please send a shipping label to [redacted] and I will send the lens back asap.

Review: I had sent in a Tamron 70-200 f2.8 lens for repair due to an auto focusing issue. The estimate I received for the repairs was $320 which I immediately paid. On Thursday (Feb. *, 2015), I received the lens from the repair facility. I did not open the box until late Friday evening. I was in a dimly room when I unpacked the lens and put it on my camera to test it. I tried focusing it on a picture in a well lit hallway. I thought it was very sluggish in trying to focus so I placed the camera and lens on my desk and went to bed. On Saturday morning, I again picked up the camera and noticed that the front lens element was sitting at an angle and the the collar around around the front lens element was broken. This damage did not exist when I originally sent in this lens. I called Tamron-USA on the next Monday (2-*-15) and explained the situation. I was emailed a return [redacted] label and sent in the lens back the next day. A couple days later I received another email with a repair estimate. It was again $320. I would stand in a court of law under oath and swear that I did not mishandle this lens in any way, shape or form after receipt. I emailed Tamron-USA explaining my situation and received a response basically I "take it or leave it". My inference to this was "it suck to be you".Desired Settlement: I like Tamron products and have 4 Tamron professional grade lenses. I just want it repaired but feel I should not have to pay twice since it was not throught any fault of my own. This IS the way it was returned to me.

Business

Response:

To whom it may concern,While we certainly understand the customers position I'd like to explain what has transpired thus far. The lens was repaired the first time due to impact damage and Tamron was indeed paid in full. When the technician finishes the repair on these high end lenses they take the time to wrap the lens with heavy duty bubble wrap. The lens is wrapped in both directions for added protection. Then the lens is brought to our warehouse for final packing. At this point the lens is put in an over sized box and packed according to [redacted] & [redacted] standards. During normal transportation there is no way for the lens to get damaged.When the customer called us after the receipt and testing of the lens the first thing we asked was about the condition of the outer carton. We wanted to know if the box was damaged during delivery and if we could see the box or have pictures of the box or even just tell us that it was damaged in transit. This way we could submit a claim to the carrier. This question was never answered so we can assume this was not the case.From our experience the box would have had to receive substantial damage in order for the lens to be in its current condition. The entire front end of the lens is cracked, the front element has shifted out of position, and the main cam barrel (metal part) is bent. The lens was not returned from us in this condition.Since this is the second time the lens will have a repair charge associated with it we are willing to offer a discount on the repair of 50%. Tamron will absorb half of the cost to repair the lens back to factory specifications.If this is acceptable then the lens needs to be sent back to us as when the original estimate was declined the lens was returned and no longer in our possession.I hope our willingness to pay for half of the repair will show that we are willing to resolve this issue.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a Tamron SP AF 70-200 mm lens for Pentax from a third party who purchased the lens over a year ago. I have paid $650 for the lens

The lens comes with 6 years US warranty

The lens stopped working. I called Tamron Support and provided the serial #. They told me the warranty is no longer good since I purchased from an individual.

Tamron advertise the warranty for the lens for 6 years but failure to honor the warranty. The product is Tamron, the warranty is Tamron but this is not acceptable when they sell a product they don't honor the warranty. They have indicated they want $300 flat fee repair.

On the box indicated six years warranty but on the box doesn't indicate anything else other than calling customer service for warranty.

Tamron is providing false advertising for their productDesired Settlement: Tamron needs to honor their warranty. Tamron need to repair my lens. I have paid for this lens $600

I can not pay $300 for flat fee repair.

Business

Response:

To whom it may concern,

Tamron does honor it's 6 year warranty, however, in this case we will not honor the warranty as our policy clearly states that the warranty in non transferable.

There is a sticker on each box we sell that tells the customer to go to our website for our warranty information. [redacted]

Here is what is on our website. Please see the part in bold and underlined.

I don't know where they came up with a price of flat rate of $300.00 as that is not the repair charge for this model lens. A minor repair would be $225.00 and a major repair would be $290.00. We would need to see the lens here first to determine what is actually broken before we can determine the repair charge. My system is not showing this persons name with any repair history so I don't think the lens was ever here for our evaluation. That is why they did not provide an order number.

We would be happy to look at the lens and give an official estimate however this will not be covered under our warranty terms.

The limited warranty set forth below is provided by Tamron USA, Inc. and is applicable to new Tamron Photographic Lenses purchased in the USA through an authorized dealer. Open box sales or used equipment do not apply. The Warranty shall not extend to anyone other than the original purchaser of the lens or the person for whom the lens was purchased as a gift. This Warranty is valid only in the Continental United States, Alaska, and Hawaii, and is valid only upon presentation of a valid proof of purchase from an authorized Tamron dealer (valid proof of purchase must be a dated bill of sale that includes price, model and serial number of lens and/or when fully completing Tamron’s Online Warranty Registration at [redacted]).

This Tamron lens is warranted against defective materials or workmanship for Six Years from the date of original purchase, and is limited to repair, adjustment and/or replacement of defective parts. This Warranty covers all defects encountered in normal use of the lens. This Limited Warranty does not cover normal wear and tear such as scratches, etc.

This Warranty does not apply to defects due to abuse, mishandling, tampering or removal of serial number, repair by a non-authorized agent, unsuitable storage, transport damage, sand damage, liquid damage, fungus damage, impact damage, or tampering.

This Warranty also does not cover defects due to the use of accessories, attachments, product supplies, parts or devices that do not conform to Tamron specifications. This Warranty does not cover lenses that have been serviced or modified by anyone other than Authorized Tamron Service Agents.

This Warranty gives you specific legal rights. You may also have other rights that vary from state to state.

ALL WARRANTIES IMPLIED BY LAW, INCLUDING MERCHANTABILITY, SHALL BE OF DURATION OF ONE YEAR FROM THE DATE OF PURCHASE. NO OTHER EXPRESS WARRANTY OR GUARANTY EXCEPT AS STATED ABOVE, GIVEN BY ANY PERSON, FIRM OR CORPORATION WITH RESPECT TO THIS LENS SHALL BE BINDING TO TAMRON. SOME STATES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU. NEITHER TAMRON NOR ANY OTHER PERSON, FIRM OR CORPORATION IS OR SHALL BE RESPONSIBLE FOR ANY INCIDENTAL OR CONSEQUENTAL DAMAGES CAUSED BY THIS EQUIPMENT. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTAL DAMAGES, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU.

Warranty Claim Instruction:

While the lens is under the term of this warranty, if you have a claim, please return the lens to the dealer where you purchased it. If that is not possible, return it to Tamron USA, Inc., New York. Include with the lens proof of purchase from an authorized Tamron dealer (valid proof of purchase must be a dated bill of sale that includes price, model and serial number of lens and/or warranty registration ID number assigned upon completion of Tamron’s Online Warranty Registration at [redacted]) and a description of the defect claimed. If you have an online warranty registration ID number, please include that number in your description. If Tamron determines your lens to be defective, we will repair or replace it at NO CHARGE.

If you would like to send in your lens for repair service, please include the “equipment repair form”, and also include a copy of your sales receipt or your warranty confirmation number. If we determine that the warranty has been voided, we will notify you and give you a cost estimate. Please DO NOT include filters, hoods, or other accessories besides the front cap & rear cap. Please do not send your product box. Instead, we recommend wrapping your lens very well in several layers of bubble wrap so that it fits tightly and securely in your shipping box. You are responsible for the cost of shipping the lens to us for service, and we will cover the cost of returning the lens to you within the United States (we are not responsible for international shipping charges, duties, fees, etc.).

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I do not accept the business responds. The responds is not valid.

I am a consumer that have a defective product from Tamron. Their policy is unacceptable. They have to honor the 6 years policy for warranty. Why in the world I want to buy a Tamron product again? NO I will never purchase a Tamron product again.

I am a effective professional photographer in Los Angeles area. I know over 1000 photographers down in LA area and my own page on [redacted] Photographers has over 1500 active members in SOCAL area beside my other active photography blogs.

No problem, if this is the way Tamron want to do business sure it's fine. I throw my lens in the trash. I will be effective with my views moving forward. I don't need any of Tamron product ever.

I don't need any further responds. I am done with Tamron.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,