Opteka

I bought this lens (a 420-800mm) but it is all washed out. I have not been able to contact them because their web site continually says "we'll be back soon" but they are never back. I can't find a phone number so I'm stuck. Does anyone have any information on this lens?

I bought a lens and planned to buy some more. I needed to see their product line and technical specs. I can see they have a facebook page that references their website, www.opteka.com. The website seems to be broken, presenting a "forbidden" message. I get the impression contacting their tech support is a dead end.

Thank you for contacting us regarding this customers situationIn order for me to assist the customer, I would need the customer return tracking Number which was not supplied ,in order for me to have a replacement sentWe have no record of receiving this product They can email me directly [redacted] Thank you JD

Thank you for contacting us regarding this  customers situation.
In order for me to assist the customer, I would need the customer return tracking Number which was not supplied ,in order for me to have a replacement  sent. We have no record of receiving this...

product. 
They can email me directly  [redacted]
 
Thank you 
JD

Review: Purchased RC-4 remote for dSLR camera from Opteka (via eBay Storefront) on **-May-2013. Remote stopped working. E-mailed Opteka Support. They replied stating the product was under warranty coverage and would be replaced. They asked me to pay for the new item to be shipping via paypal. I reviewed the warranty contract which states, "This Opteka product has been manufactured to precise standards, and with top-tier quality control through every process of manufacture. The product is guaranteed by Opteka against defective workmanship or materials for one (1) full year from the date of purchase. Opteka will, at its option, either repair or replace free of charge equipment which is returned prepaid to Opteka (USA), or any other Opteka worldwide representative.".

These terms clearly state the product will be replaced "free of charge" to the Customer. I have e-mail proof of Opteka Support stating the item should be replaced under warranty coverage. I emailed after the request for funds, only to be ignored. 4 replies that I have now sent. I have e-mail read receipts for these messages, but no replies. They are simply ignoring me with regard to this issue.

I am attempting to resolve the issue via this complaint prior to seeking legal assistance for the Warranty contractual violation ([redacted].).Desired Settlement: I want a working product delivered immediately. Alternatively, item refunded in full. Federal law allows 2-3x fees and services for violations of warranty contract. ([redacted].).

Business

Response:

To whom it concerns :

We are sorry for this inconvenience after looking into this matter we do not see clearly any record of who the customer spoke with or when.

Had this been brought to my attention we would have accommodated the customer as we do pride ourselves on customer satisfaction.

We are happy to reship the item and pay for shipping costs as well.

We will email tracking to the customer as soon as this replacement item is shipped.

Thank You,

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 (pending receipt of replacement item).

I also want to note that I have record of speaking with "[redacted]" and "[redacted]" previously. Although the business denies any correspondence, if corrected, I will accept this resolution. I will retain previous emails, receive/read receipts from sent ignored emails for future reference if the business resolution is not followed through with.

Review: I purchased a shoulder stabilizer for my daughter who is a college student and after a couple of months the screws on the two handles snapped in half when trying to tighten the knobs on the handles. I called Opteka, within the 90 day warranty timeframe, to report the issue. I received a reply a week later, stating the part was not under warranty and that I was out of the warranty period and would have to pay for the piece that was needed. After SEVERAL emails and calls from me, I finally spoke with [redacted] and [redacted] (last name unknown) and was told that the part was, indeed, under warranty, that I was within the warranty period, and that I could get the parts if I paid shipping and handling. Before paying the PalPay invoice ($9.95) that was sent to me, I sent a picture of what I needed (the two handles) to Opteka, just to confirm what was going to be sent to me and what I had verbally explained that I needed. I received a reply email from [redacted] that stated, “Yes, the pictured parts is what we'll be sending out.” I thought this confirmed that everything had been straightened out and that I would be receiving the two handles that I needed. Much to my surprise, and a month later, I received two screws which are totally useless since the snapped off screws are still in the handles and cannot be removed. In the meantime, my daughter needed to be able to use the equipment for class and business and since I could not get this resolved with Opteka in a timely fashion, she took it upon herself to make the equipment workable (by putting a bolt on the top of the broken screws to secure the handles to the stabilizer) until the handles were received, which I had been informed would be sent to me. Instead I received two screws instead of the confirmed handles that I was told was being sent. I tried reaching Opteka and after several emails from me, and still no response, I called and connected with another representative, [redacted], and I explained to him the entire ordeal. He informed me he would talk to the parts manager and call me back the same day. Not surprisingly, there was no return call. Two days later and still no reply, I called back and connected with [redacted], again, who told me he would call me back within two hours after speaking with me. Again, not surprisingly I did not receive a call within the timeframe. Instead, I received an email later stating, “I've spoken to my parts department manager and he's indicated that each handle has a cost of $19.95. Unfortunately, because aftermarket parts were used on these handles they cannot be covered under warranty.” I immediately called [redacted] and inquired as to what was meant by “aftermarket parts” and he said that because the picture showed a screw on the handle that was not an original part, that that was considered “aftermarket parts.” I explained to him that my daughter was a student who needed to use the equipment and she had to take steps to try and make the shoulder stabilizer work for her so she could use the equipment until the promised handles were sent out and, particularly, because it had taken several months to get this resolved with Opteka. Had Opteka honored the warranty and responded within a reasonable amount of time when I first contacted the company she would not have had to try to make the equipment work for her. In addition, it is frustrating that I have been trying to work this out with Opteka over several months! During my call with [redacted], I asked to speak with the parts manager ([redacted]) and was told by [redacted] that the manager does not speak with customers. Personally and professionally, I am appalled by this and find this to be totally unprofessional. I have never heard of a company where a manager refuses to speak to a customer!Desired Settlement: I request that my S&H cost ($9.95) be refunded to my PalPay account as what I received is totally useless to me and I would like to have the two handles replaced, under warranty, since I original contacted Opteka within the 90 days warranty timeframe and was told by a company representative that the handles were under warranty and were being sent to me.

Business

Response:

Hi,

Thank You for contacting us regarding this situation.

Our records Indicate this customer contacted us regarding some defective screws in her product. These screws became defective due to the customer's negligence in overtightenting the screws.

We did however mail the customer the new parts.

Since the customer did not wait for the correct parts to arrive she attempted to use unauthorized parts in her unit, this subsequently stripped the threading of the handles.

It appears the customer wants us to rectify the problem she caused by asking us to mail her the parts she made defective.

We stand behind our products if it is a manufacturer's defect, in this case the customer compromised the warranty once she used unauthorized parts.

The price of the parts she needs is $19.95 per handle. We offering her both handles for $19.95 with free shipping.

The customer may contact me directly in order to have these parts shipped to her.

Thank You.

Business

Response:

Even though the item was compromised once unauthorized parts were implemented, we are willing to make a concession regarding this issue.

We are offering an exchange for a brand new unit.

Please have the customer send the item back to :

[redacted]Please have the customer enclose a check for the amount of $24.95 for shipping the replacement.

If the customer wishes to make this complaint public we will go public with our responses as well.

Thank You.

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. Per Opteka's response, I will send the entire unit back and until I receive a new entire unit, the matter should not be considered resolved.

Sincerely,