Well, I was quite surprised to see a box from Tamron when I got home yesterday. It was my 17-50 back from service. I was not expecting it so soon. I had recieved a letter from Tamron late last week saying that it would be another 2-3 weeks. That must have just been the standard boiler plate that goes out with every repair notice. It is a little annoying that they can’t look around the room and see how many lenses are in the queue waiting to go out and make a better estimate.
Notice I said I got a letter from Tamron. Yup. Paper. Not email, a paper letter. Weird. I don’t quite get what is going on there. They need a serious upgrade in the software side of the house at Tamron’s repair facility. They need to look at getting more automated communication with their customers.
I did get an email, from the post office for tracking the package. I found it in my junk mail. It must have only showed up a day or two ago, becuase I check it fairly frequently. Outside of my phoning awhile back, the only communication from Tamron was the letter from last week.
Ok, so was it fixed? It looks like it. I had several issues when I sent it in. The front ring where the lens hood attached was really loose when I sent it in. It is just like new now. The barrel, where you adjust the zoom appears to have been tightened as well. It is smooth, but tighter.
The biggest issue I was having was the focusing. It just didn’t seem to nail the focus properly. I wish I had thought to take this same picture before I sent it in to compare. But if you look at the picture of the Nikkor 50mm f/1.8 above, you can see the the text in the middle is very sharp. This was in auto focus. It was not anywhere near this sharp before. I need to so some tests with flowers and people still, because that is what appeared to not hit the focus sweet spot before.
So I am giving Tamron service an A for the repair, but for the whole experience, a C.¬†The lens did come back fairly¬†timely (sent May 11, so not super speedy). I am¬†OK with that, but the utter lack¬†of communication is a problem.¬†
Note to Tamron: customers want to have confidence that thier investment is being looked after. Remember, if you have to send something back, you are starting off with the customer frustrated.
Update: I sent Tamron a letter suggesting they improve their ability to communicate with their customers via automated emails or better/more information online. I got back a reply:
“Thank you for your suggestions. We are actually in the middle of doing some updates to our repair process to make it more automated. This may take some time but we hope to have drastic improvements in the future.”
Nice to see them respond so quickly. Hopfully (for their sake) the improvement will be soon.