rthompson10

So, after lots of analysis paralysis including rental of equipment I decided to buy a Tamron 70-200 2.8 for my Canon 70D. After receiving the lens in the mail from a NYC establishment, I mounted the lens on my camera and, guess what, the zoom is so tight I can barely move it one handed and certainly not with my camera up to my eye. Called Tamron, they said "nope, shouldn't be that tight, send it back to where you bought it". After sending the lens back followed up with an email to Tamrons customer service department- not even a BS response back. So now I'm debating pulling the trigger on another one or saving for the Canon which I found too pricey to begin with. You would think Tamron would have followed up if they are interested in customer service- doesn't say much for them

RT

Japakomom Loc: Originally from the Last Frontier

What are you expecting from them? How can they help you? You purchased a faulty lens, they suggested there was a problem and wanted you to send it back to the store you purchased from, you did. Am I missing something? The store will now deal directly with Tamron. It is completely up to you whether you now purchase another Tamron or save up for the Canon. I would suggest buying local if you can, that way you can test it out and make sure it is what you want.

I am hoping my reply does not sound flippant - it is not meant to be.

Don Fischer Loc: Antelope, Ore

o what do you expect them to say so soon? You just sent it b won't know where they came fromack, right? They probably haven't got it yet and odds are when they do, they probably won't know where it came from. You had a problem, they admitted you did and had you return it. It will be covered with a new lens. I'd worry if I got two or three in a row.

rthompson10

I would expect some customer service. I would expect a quick reply that "We're sorry you had a bad experience, we have high standards blah, blah, blah" Is called customer service for a reason and responsiveness is one of the primary tenents of good customer service

oldtigger Loc: Roanoke Virginia-USA

Tamron has no money in the pot so why are you bad mouthing their service?

rthompson10

Don't get this comment- they have no money for customer service? Its their product and they don't have money to support it?

oldtigger Loc: Roanoke Virginia-USA

You purchased it from a store and returned it to the store.
Tamron service will deal with the store, not you.
You were dealt out of the game when you returned the lens to the store..

MT Shooter Loc: Montana

First you say nothing about WHICH store you bought it from. 80% of the NYC stores are NOT authorized dealers and sell "grey market" products for which Tamron offers no warranty at all. Many of these items are also "seconds" that the factory sells off cheap with no warranty at all.
If you bought from a reputable AUTHORIZED dealer, then Tamron will back the lens 100%, no questions asked.
And yes, I am a Tamron Authorized Retailer and know of what I speak.

CHOLLY Loc: THE FLORIDA PANHANDLE!

^^^There it is. :thumbup:

rthompson10

Ok need to delete this post because nobody is understanding what I am saying. And yes I got from authorized Tamron dealer under warranty, etc,etc.

My point was that I contacted Tamron CUSTOMER SERVICE with an issue with their product and received no response- not even a "we're sorry to hear that"
In my mind if I contact a company from which I bought a defective product and they wanted me as a customer they should at least respond, regardless of which dealer I bought it from- again in my case an authorized dealer.
So consider this post dead

jethro779 Loc: Tucson, AZ

If you buy a GM/Ford/Dodge car and it needs warranty work you don't take it to the plant that made it do you? You take it to the place you bought it.

Jim Bob

100%? Right. I've heard too many horror stories from those who purchased from authorized dealers to accept your assessment of Tamron.

RWR Loc: La Mesa, CA

According to the replies, I'd say everyone else does understand. Tamron was right in telling you to return the lens to the store. Unless they had taken a report over the phone, and given you some sort of confirmation or reference number, there was no point in emailing them - your issue is with the store. It is up to the store to either send you another lens or have the original one repaired by Tamron or their own repair shop, depending on the warranty.

Budnjax Loc: NE Florida

in my experience, service after the sale is the last thing many manufacturers want to provide, with some exceptions of course such as Swarovski Optik which offers fabulous customer service. Reminds me of an expensive Sigma lens I bought years ago with (supposedly) a lifetime warranty. When it stopped working I sent it to them, then they sent it back to me with a note saying "sorry, no parts available." So much for customer service. If you are unfortunate enough to purchase a second-hand or new grey market Nikon product, Nikon USA will not fix it under warranty and won't even fix it if you are willing to pay for the repair. I think you did the right thing by taking it back to the store, you got a defective product, they should replace it and deal with Tamron, not you. Unfortunately many dealers have disclaimers in their stores which tell you that all warranties are by the manufacturer, not the store and don't bring back anything we sell you which does not work. I don't deal with stores like that, if they won't stand behind what they take your good money for, why should you buy there?

CHOLLY Loc: THE FLORIDA PANHANDLE!

Well, you do have a point... and I know it seems like everyone is ganging up on you. But if you look at it from the Tamron point of view, you will kinda see where they are coming from.

Tamron has a process for these situations... but it would have been good customer service for them to explain that to you in a timely manner. At least they should have asked you what happened.

That's just good P.R.....