ComplaintsforTamron USA Inc.
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Complaint Details
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Initial Complaint
11/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
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 response
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,
*****************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.