In praise of good customer service

Sootchucker

Sootchucker

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Andrew
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A couple of years ago I purchased a Tamron 150-600 VC lens for my Nikon system. All went well for the first few months, then due to working abroad for several months, the lens never got any use. In the subsequent months that followed the AF got more and more erratic culminating recently in pretty much total AF failure on all of my Nikon bodies (D7200, D750 and my recently departed D810).

Unfortunately, I forgot to register for the 5 year warranty within the first two months of purchase (it completely slipped my mind), so when I contacted Intro2020 recently to discuss, they did say that because of this, I would only have a 12 months warranty (which had obviously expired). They said to send it back in case it needed a simple firmware update which they would do as a gesture of goodwill FOC.

I duly sent the lens off to them from the post office at lunchtime on Tuesday of this week (10th May). Imagine my surprise then when today (the 12th May) just 2 days later, my lens was returned.fully working (at least in my testing at lunchtime), with the following note inside.

Firmware updated
Focus motor and ribbon cable replaced as a precaution
Lens calibrated & test
Elements cleaned.

Even more surprising then when all of this was done FOC as "a gesture of goodwill as the lens had clearly had very little use".

Congrats Tamron and many thanks Intro2020. That's what I call customer service. We are all too easy to bash poor service but not so quick to praise good service.
 
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Hi Andrew,

Thank you for posting this. I have been thinking about sending them my tamron 28-75 but have been holding back, might just have to get it sent.
 
Nice to get good service, well done Tamron / intro2020.

@wezza13 maybe worth a read, if you haven't seen the thread.
 
Swanseajack said:
Nice to get good service, well done Tamron / intro2020.

@wezza13 maybe worth a read, if you haven't seen the thread.
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Thank you for tagging me in, Simon.

Now, that is interesting. I'm going to ring them this evening and see if they can shed any light on this. Luckily, I did register it for the 5-year warranty, so will see what they say :)

@Sootchucker - Glad you got it sorted (y)
 
Well done Intro2020 (y)
 
Gave it a good test last night on my two bodies (D750 and D7200) and it now works beautifully.
 
Tamron's cumstomer services are great,

All 3rd party tend to be, I have had great CS with sigma too, loan lenses, free calibration checks etc etc
 
andyscott said:
Over a year, manufacturer I believe
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andyscott said:
Tamron's cumstomer services are great,

All 3rd party tend to be, I have had great CS with sigma too, loan lenses, free calibration checks etc etc
Click to expand...

Thanks, going to email them now :)

Edit:- Done but noticed once I'd emailed Intro2020 came up as a contact address. I assumed that you'd bought the lens from them in your first post.

@Sootchucker Are they the official repairers for Tamron in the UK?
 
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Yes, intro2020 are the official UK distributors of the Tamron brand
 
Thank you both.

I spoke to Park Cameras yesterday and they said the turnaround time would be a few weeks. So I asked them who they would use and they said either Tamron or Intro2020 so it looks like I may as well contact them, seeing as you managed to get a nice turnaround time from them (y)
 
Hi Andrew, does this following text from me, sound like the sort of thing you encountered and was subsequently rectified?


From my recent post in the bird forum:-

"Wanted to test it some more before I sent it off to possibly be re-calibrated / f/w updated.

I left the AF Fine tune off all of the time.

If I focused on something at the other side of the pond (at infinity) at 600mm and f6.3, the result was that the subject was blurry. Stopping it down to f8 or f9 made it ever so slightly sharper.

However, when I kept it at 500mm or shorter the results were a hell of a lot sharper. And, with a budget lens such as this, I would be happy if at 600mm, it was the same as at 500mm but I knew before I purchased this lens that it was meant to be soft at the long end.

When the lens was on my D7100 and D600, 600mm was slightly softer than at 500mm and a quick bit of sharpening in PP sorted it out.

BUT, I reckon that the D810 is accentuating the long end of the focal range and making it look a lot worse than it is, due to the 36mp resolution.

Maybe this is why they require a firmware update to counteract this problem.

Fingers crossed."
 
Wen

Mine was actually total AF failure. It didn't matter what focal length or distance i tried to focus on, the lens just refused to AF at all

I could see a shimmy of the AF distance scale - like it was trying, but that was about it.
 
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