Talk About Customer Service! Shout-out to Tamron

Horoscope Fish

Senior Member
So I recently contacted Tamron USA about calibrating the auto-focus on my 24-70mm f/2.8 G2 prior to doing an important shoot out of state. I dutifully packed up the lens along with my D850 and dropped everything off at the UPS hub. A day or so later it dawns on me to consult my calendar; at which time a mild panic sets in... The trip is coming up sooner than I thought and now I'm sweating bullets my gear won't get back in time for the trip. I'm really nervous at this point but wait a couple days (weekends!) for my shipment to arrive at Tamron and get logged in to their system. After what seems like an eternity I get the repair acknowledgment. Awesome! I email Tamron at 8:57am asking if someone could please contact me.

Sixteen minutes later(!), at 9:13am, I get an email from Sarah at Tamron. I explain the timeline surrounding the situation. I offer to pay, through the nose if necessary, for expedited shipping just too be sure this trip goes off without a hitch. Sarah checks my repair ticket and assures me I will have my gear in time for my trip without any further action being taken. I'm told to expect a tracking number today (Monday). I relax a little.

And here it is, Monday, and I just got another email from Sarah at Tamron:


Dear Paul,

I have upgraded your shipping to priority overnight as courtesy to make sure everything reaches you in time. You should receive an email with a tracking number once it ships. If you have not received that by tomorrow feel free to reach out to me and I will make sure you get it.



Thank you,
Sarah Stein
Customer Service
phone | 631.858.8426 fax | 631.858.8462



.....
Allow me to recap:

Response time to my initial inquiry:16 minutes
Cost to ship my gear from CA to NY: $0.00
Cost of calibrating AF to my D850: $0.00
Cost of OVERNIGHT shipping from NY to CA: $0.00


.....
DAMMIT, Tamron! That's what I'm talking about!!!

Now if you'll excuse me, I need order flowers for one Sarah Stein.
 

hark

Administrator
Staff member
Super Mod
Contributor
So the focus calibration in the D850 didn't correct it? And neither did the Tamron dock? So please let us know if this process improves your performance. :) Great to hear they have excellent customer service.
 

Horoscope Fish

Senior Member
So the focus calibration in the D850 didn't correct it? And neither did the Tamron dock?
The Nikon in-camera focus calibration only allows me to enter a single adjustment for any particular lens while the docks, from both Sigma and Tamron, allow me to enter corrections at three focal-lengths and at three different focusing distances (on this particular lens). In my experience that makes a world of difference. Two other reasons I'll sometimes send lenses back to the "mother ship" for calibration are 1) the equipment they have is much more sophisticated than the dock, which I've found gives better results and 2) because I can do other things while the service center does the calibration instead of me having to spend a day doing it myself and get nothing else accomplished. I also loathe doing AF calibration... It's just a royal pain in the patoot to setup and do correctly.

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So please let us know if this process improves your performance. :) Great to hear they have excellent customer service.
Both Tamron and Sigma have calibrated lenses for me in the past and with one notable exception, when the calibration didn't seem to "take", I've always been very happy with the results. I don't expect things will be any different this time around but if they are, you'll be hearing about it!
 

Moab Man

Senior Member
I too have had outstanding customer service from Tamron and my local store, where I buy my equipment, takes care of all shipping to and from. Customer service is what gets my business more than the price.
 

Woodyg3

Senior Member
Contributor
Tamron's customer service is excellent. They've been super with all the problems I had with my 150-600, and sent me a new lens when they couldn't fix the old one. Always three day turnaround at the service center, too. Most service centers are doing well to have a three WEEK turnaround.

My Tamron 100-400 and 17-50 are very well built, focus quickly and accurately, and are quite sharp.

Tamron is a great company!
 
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