06-02-2011, 05:08 AM
I would like to relay my experience with Tamron Service Germany and Geissler Repair Service in Reutlingen.
A few months ago, I tripped and almost fell while walking with my wife and my Tamron 28-75mm lens fell from it's nesting place and fell to the concrete. I caught it on the first bounce <img src='http://forum.photozone.de/public/style_emoticons/<#EMO_DIR#>/tongue.gif' class='bbc_emoticon' alt='
' /> but the images were not as sharp as they used to be. So, off to Tamron it goes. I chose to send it to Tamron Service. I could have sent it to Geissler in Reutlingen, but they replaced the sensor in my Canon DSLR late last year and did a bad job of reassembly of the body. They also never answered either of the two emails that I sent them during the repair process. After at least 3 days had past after each separate email, my wife had to call and ask the question (my German is not the best, and she is a native speaker). So, their customer service is TERRIBLE! This, plus the opinion of others stating to NOT send the lens to Geissler, was the basis for my decision to send the lens to Tamron.
The lens arrived at Tamron and on the same day, I received an email informing me of such. Super! Two weeks later, I sent Tamron an email asking if there was an estimate on repair time. I had an event that I wanted to photograph using that lens and would need to arrange a rental replacement in advance if my lens would not be ready in time. Tamron very quickly replied that my lens had been sent to one of their authorized repair centers.....you guessed it....Geissler. I was informed that I needed to contact Geissler with my question. I did so. Two days passed and no response to my email. I responded to the Tamron email explaining that I was disappointed that Geissler had my lens and explained why. Tamron forwarded my email to Geissler and I immediately received an email telling me that they had received my lens 10 days prior and needed a few more days to evaluate it. From that point on, Tamron stayed with the process. I received an email from Tamron a few days later informing me that Geissler had sent me an estimate before the estimate arrived etc. I was very pleased with Tamron Service.
On Friday of last week, May 27th, I received the estimate from Geissler via Post. I agreed to the cost, signed the form, scanned and emailed it back to Geissler the same morning. In the email, I asked if I also needed to send the original signed copy by post as there were no instructions with the estimate. I received the answer late Monday afternoon: No, the email was fine.
When Geissler repaired my camera, they sent a form with choices of payment method before the repair was finished. I expected the same this time. But, yesterday morning our doorbell rings. It is Deutsche Post. They have a C.O.D. package for me. It is from Geissler. I do not have €90 in cash and they only accept cash. Thankfully, the Post Man told me that I could go to the post office and pick it up in an hour or so. He would drop it by there on his way out of our neighborhood. So, I got my lens after I got more cash. I never got any notice from Geissler stating that the repair was complete, much less to expect the c.o.d. Very poor Customer Service.
The lens adjustment? So far, it looks good. I have only shot things inside the apartment on a tripod because it has been raining and cold. I am pleased so far. But, I will reserve final opinion until after a few days of normal use.
I also plan to send Tamron Service an update and give my opinion on the quality of Geissler's customer service...or lack of customer service.
A few months ago, I tripped and almost fell while walking with my wife and my Tamron 28-75mm lens fell from it's nesting place and fell to the concrete. I caught it on the first bounce <img src='http://forum.photozone.de/public/style_emoticons/<#EMO_DIR#>/tongue.gif' class='bbc_emoticon' alt='
' /> but the images were not as sharp as they used to be. So, off to Tamron it goes. I chose to send it to Tamron Service. I could have sent it to Geissler in Reutlingen, but they replaced the sensor in my Canon DSLR late last year and did a bad job of reassembly of the body. They also never answered either of the two emails that I sent them during the repair process. After at least 3 days had past after each separate email, my wife had to call and ask the question (my German is not the best, and she is a native speaker). So, their customer service is TERRIBLE! This, plus the opinion of others stating to NOT send the lens to Geissler, was the basis for my decision to send the lens to Tamron.The lens arrived at Tamron and on the same day, I received an email informing me of such. Super! Two weeks later, I sent Tamron an email asking if there was an estimate on repair time. I had an event that I wanted to photograph using that lens and would need to arrange a rental replacement in advance if my lens would not be ready in time. Tamron very quickly replied that my lens had been sent to one of their authorized repair centers.....you guessed it....Geissler. I was informed that I needed to contact Geissler with my question. I did so. Two days passed and no response to my email. I responded to the Tamron email explaining that I was disappointed that Geissler had my lens and explained why. Tamron forwarded my email to Geissler and I immediately received an email telling me that they had received my lens 10 days prior and needed a few more days to evaluate it. From that point on, Tamron stayed with the process. I received an email from Tamron a few days later informing me that Geissler had sent me an estimate before the estimate arrived etc. I was very pleased with Tamron Service.
On Friday of last week, May 27th, I received the estimate from Geissler via Post. I agreed to the cost, signed the form, scanned and emailed it back to Geissler the same morning. In the email, I asked if I also needed to send the original signed copy by post as there were no instructions with the estimate. I received the answer late Monday afternoon: No, the email was fine.
When Geissler repaired my camera, they sent a form with choices of payment method before the repair was finished. I expected the same this time. But, yesterday morning our doorbell rings. It is Deutsche Post. They have a C.O.D. package for me. It is from Geissler. I do not have €90 in cash and they only accept cash. Thankfully, the Post Man told me that I could go to the post office and pick it up in an hour or so. He would drop it by there on his way out of our neighborhood. So, I got my lens after I got more cash. I never got any notice from Geissler stating that the repair was complete, much less to expect the c.o.d. Very poor Customer Service.
The lens adjustment? So far, it looks good. I have only shot things inside the apartment on a tripod because it has been raining and cold. I am pleased so far. But, I will reserve final opinion until after a few days of normal use.
I also plan to send Tamron Service an update and give my opinion on the quality of Geissler's customer service...or lack of customer service.
