Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a Tamron ****** Digital Camera Lens on Amazon ******. Comes with a 6yr warranty but Tamron Canada refuses to cover the warranty claiming Amazon is not an authorized dealer. Expects me to pay out of pocket for repairs not even a year into ownership. Package comes with their "authentic" stickers on the side of it declaring its an official product and not gray market

  Business Response

  Date: 09/18/2024

  To whom it may concern,

  Amazon is NOT an authorized dealer in ******, therfor, our policy states that rebates or repairs do not apply. Please see the two attachments that are on our website that explain the policy for purchasing from a non-authorized dealer as well as how to identify if a dealer is authorized or not.

  We understand this can be confusing for the end user and that is why, as a courtesy, we will repair the lens, but it cannot be covered under warranty. There would be a repair charge associated with the repair. This repair charge can be dropped depending on the circumstances outline below.

  1. It says that Tamron Canada will not cover the warranty, where exactly was this lens brought to for repair service? Who made that statement?

  2. It says there are authentic stickers on the side of the box. What does this sticker look like?

  We want to help so please ask the end user to contact our ********************* at ************** option one. Please ask for ***** and I will brief her on the situation.

   

   

   

   

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:
  
  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:

  i have already been told by your Canadian repair place that this isnt covered under warranty and Id have to pay almost half the price of a new lens for the repair. Something thats unacceptable for something that came in a package saying authentic Tamron product and 6 year warranty. If you dont authorize amazon to sell why are they still available to buy from Amazon DIRECTLY? 
  

  All I want is my lens fixed. A disabled Canadian who was given this lens by my father over a payment plan to continue my photography journey to try to earn money to add to the 1400$ a month I get on federal disability as an income. Taking almost 1/3rd if not more for a repair on something that literally says 6yr warranty is not something I can do. 
  

  Its not the consumers fault that Tamron has let amazon which is a huge legal market sell their lenses. The expectation of anyone is that warranty would be honoured when it says on the packaging Authorized Retailer and nothing on your website says to Canadians that amazon isnt one. 

   

   

   

   

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

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/15/22 I purchased a Tamron ******mm camera lens from ********************* Camera, an authorized Tamron dealer. According to data published by Tamron, the lens is compatible with the Canon R7 camera with the use of the Canon EF to R mount adapter. Based on this data I bought the lens for a total of $656.05. When I began using the lens, the Auto Focus would occasionally fail to work. This issue began happening at least once each time I used the lens. In October I contacted Tamron who acknowledged that there is an issue when the lens is used with the R7 camera and adapter, but they cannot fix it at this time. They recommend shutting off the camera and removing and reinstalling the lens. This presents the problem of dust and moisture entering the camera, as well as the potential of dropping the lens. The lens has a 6 year warranty, which is useless if they can't fix the problem. The bottom line is, I now have a lens that is defective and if I try to sell or trade it, I will only get $300 at best. The dealer is not at fault, since he relied on the same data from Tamron. I simply want a refund of my purchase price.

  Business Response

  Date: 11/21/2022

  To whom it may concern,

  I'd like to start by stating the lens in question was designed for a DSLR Camera not a Mirrorless Camera. We do not guarantee our lenses on cameras it was not designed for. This lens was not designed for use on a mirrorless camera and that is why the auto focus occasionally has trouble.

  I can tell by the serial number of the lens that the lens has the latest firmware version installed but even with that, it may not function 100% due to the camera body its being used on. We would be happy to take a look at the lens to make sure there isn't some other problem with the lens but we are not in a position to issue a refund. The lens is not defective but rather being used improperly. Refunds are only issued from where the lens was purchased but that is completely up to them.

  Customer Answer

  Date: 11/21/2022

  Better Business Bureau:
  
  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:

  Prior to purchasing this lens Tamron customer service stated that the lens is compatible when the Canon mount adapter is used.  In addition, the Tamron website listed this lens as being compatible with the Canon R7.  It was annotated with an asterisk that designated that the Canon adapter must be used.  Looking at the same website, it was updated on October 18, 2022 (after I made my purchase).

   

   

   

   

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 11/22/2022

  After reading your rejection letter I have a much better understanding of the complaint. The issue you are referring to was brought to our attention already and as shown on our website, there will be a firmware update coming to resolve the issue. You can use the lens as is and if the lens auto focus malfunctions, which is rare, simply turn the camera power off and press the camera release button to rotate the lens counterclockwise until it stops then rotate clockwise to reengage. You do not have to completely take the lens off the camera so dust and moisture will not be an issue.

  Our customer service department is aware of your specific issue and will reach out to you once we have the firmware update available. At that time we can send you a prepaid shipping label to get the lens here, or, since you are local you can come here and we can update the lens firmware while you wait. If you need to speak with someone in our customer service department please call ************** option 1 or email us at ***********************************

  Customer Answer

  Date: 11/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************