Disappointed with United Camera Repair - Bensenville, IL

[Curtis N]

My three-month-old Tamron 28-75 (still under warranty) was giving me ERR99 messages with two different bodies. Tamron's website listed United Camera in Bensenville, IL as an authorized repair center. Since they are fairly close to me, I sent it to them.

The US Mail delivery confirmation indicated that it was delivered to them on 8/22. On 8/26 I received an email indicating that they had received it. I guess it only took them four days to find it in the pile.

I was advised to call them in two weeks to check the status. So I called on 9/11. Their voice mail system had me on hold for several minutes before someone answered. I was told that they needed to order parts, and that usual turnaround is 4 weeks or less, so I should get it back by the end of the month.

On 9/25 I called again and was given another story. They said they sent it to Tamron on 9/14 and they would call me with an ETA. So it took them nearly three weeks to decide they couldn't fix it and send it to the manufacturer.

Today (9/27) they left a message indicating they expect an ETA of 4 weeks. She wasn't clear but I'm assuming that means 4 weeks from today. :evil:

Now I live in a world where I can get repairs on my $30,000 automobile at a dealer in less than a week. If they have to order parts it might take an extra day. So needless to say, I am less than satisfied with this kind of service. Becky has a trip planned for 10/12 and it looks like she won't have this lens before she leaves.

If anyone else has experience with United Camera, you're welcome to share it.

[Curtis N]

The repaired lens arrived today, fifty five days after United Camera received it.

The lens was well-packed, without the front & rear lens caps, hood, or the original box in which it was sent to them.

The lens appears to work fine, though I'm a bit hesitant to go anywhere with it, without cap or hood for protection.

I sent United Camera an email advising them of the situation.

The saga continues.

[JaGWiRE]

Without caps? Could it be safe to ship a lens to them? I don't let my lenses lay around without caps on, if the rear cap is off it is for no more then 5 seconds, or else the lens is attached to the body.

I'm sad to hear of this type of service too, especially from an authorized place.

[Moppie]

The lens was well-packed, without the front & rear lens caps, hood, or the original box in which it was sent to them.



Thats shocking!
As they are an authorised Tamron service agent I would be contacting tamorn about the problems as well.

[JaGWiRE]

Thats shocking!
As they are an authorised Tamron service agent I would be contacting tamorn about the problems as well.

Yeah. You probably want to let them know you contaced Tamron too, cause they obviously are reporting to Tamron (or at least working with them.)

[Curtis N]

I would be contacting tamorn about the problems as well.When this saga is over with, I will contact them certainly.

The thing is, United Camera at some point realized they couldn't fix it and shipped it to Tamron. Then Tamron shipped it back to UC who then shipped it to me. Hard to say at what point the attachments got misplaced.

[JaGWiRE]

When this saga is over with, I will contact them certainly.

The thing is, United Camera at some point realized they couldn't fix it and shipped it to Tamron. Then Tamron shipped it back to UC who then shipped it to me. Hard to say at what point the attachments got misplaced.


BTW, figured I'de ask, did they ever ask for your permission to send it to Tamron or something?

[Moppie]

Hard to say at what point the attachments got misplaced.


Dosn't matter.
Any decent service centre will be keeping a check list of everything that was on the part when it came in, and they will check that list before the part goes out.

I just dropped my 30D off at Canon NZ today, I had to fill out a form that included a section on what was with the camera, in my case the Body cap and Battery.
Hopefully I won't have to wait 55 days for it.

[Curtis N]

Dosn't matter.
Any decent service centre will be keeping a check list of everything that was on the part when it came in, and they will check that list before the part goes out.I agree. One saving grace is the email they sent me when they first received it which listed the caps and hood as included. The fact that it was tossed back and forth will just make it harder for them to find the parts.

Their problem, not mine, but I foresee another delay.

[Curtis N]

I got a response to my email to United Camera requesting prompt return of the aforementioned parts.Hello
Your accessories have been located and will be returned.
Have a good day,No apology. No "we are deeply sorry for our pathetic negligence and the generally incompetent way in which your repair was handled. We sincerely regret the inconvenience it has caused."

[Moppie]

Wow.
Talk about bad service, Im amazed they are still in bussiness.

On a good note, my 3 day highpass filter clean, took less than a day, and the camera is now ready and waiting for me.
You might have to look at sending your stuff over here to get serviced :D
I can just imagine how Canon NZ would feel if people from the US started sending things here for a service, because the service was better.
Don't think we have a Tamron agent though.