Worst retail experience ever - Online Grey Import Supplier
Discussion
So I'm sure many of you know about online suppliers and have heard some horror stories, but of course I never thought it would happen to me.
I ordered a Tamron 24-70 f2.8 VC Nikon lens from one supplier for approximately 180 less than the retail price in the UK - I thought I had a great deal. How wrong I was.
After the 14 day return window was up I noticed the front portion of the lens (the part which moves forward as you zoom) had a wobble of about 2mm in all directions. It was worst at about 35mm of zoom where it would move about 4mm inside the outer barrel. Obviously I didn't want to damage the lens so I stopped using it and contacted the supplier.
They told me it was a "known issue" with lenses in my serial range and I should take it in for repair. I opted to take it to the UK service centre for Tamron, INTRO2020 Ltd in Maidenhead.
I hand delivered the lens and a few days later they told be there was a problem with multiple parts of the zoom system (cam barrel) and the repair cost would be around 230 (parts cost total of 3). I forwarded this invoice to the supplier who said that it would have to explicitly say "FAULT DUE TO MANUFACTURING DEFECT" for them to reimburse. I went back to INTRO2020 who said that there was no way they could do this since the item was a grey import and could have been damaged in shipping as it came from non-legitimate channels.
(The suppl;ier sent me an "example invoice" with the words they wanted clearly photoshopped onto the invoice. It was from Sigma UK. I called Sigma and asked if they would put this phrase on a grey-market repair item, they said absolutely not. The supplier's policy of having this phrase means that no repair centre (in the UK at least) will repair the item and it will have to come back to Hong Kong).
I had no choice but to get the item sent back to me (10.60 charge) and then I sent it (insured to 600) to their office in Hong Kong (cost 28).
They confirmed receiving my lens and said they would email me when it was ready. No word until 2 weeks later when I emailed them... Oh! Your lens is ready - has been for ages. Fault due to mishandling of the lens - charge 186 to repair + shipping.
This is where I am now. I am not even sure the Tamron service centre they sent my lens to in Hong Kong is legitimate. For all I know the invoice is fake and once I've paid up the lens will be badly repaired at a non-legitimate facility - even though it was broken from day one.
Don't really know where I stand to be honest. I've emailed them back asking for an invoice from the service centre (I have friends who can read Mandarin) and their address so I can check the legitimacy. What a total pain the arse.
Please for the love of God, don't make the same mistake as me. NEVER buy grey market. It isn't worth the hassle. Stick with reputable UK dealers like Park, Wex, Amazon etc.
Moderator edit: no naming and shaming allowed.
I ordered a Tamron 24-70 f2.8 VC Nikon lens from one supplier for approximately 180 less than the retail price in the UK - I thought I had a great deal. How wrong I was.
After the 14 day return window was up I noticed the front portion of the lens (the part which moves forward as you zoom) had a wobble of about 2mm in all directions. It was worst at about 35mm of zoom where it would move about 4mm inside the outer barrel. Obviously I didn't want to damage the lens so I stopped using it and contacted the supplier.
They told me it was a "known issue" with lenses in my serial range and I should take it in for repair. I opted to take it to the UK service centre for Tamron, INTRO2020 Ltd in Maidenhead.
I hand delivered the lens and a few days later they told be there was a problem with multiple parts of the zoom system (cam barrel) and the repair cost would be around 230 (parts cost total of 3). I forwarded this invoice to the supplier who said that it would have to explicitly say "FAULT DUE TO MANUFACTURING DEFECT" for them to reimburse. I went back to INTRO2020 who said that there was no way they could do this since the item was a grey import and could have been damaged in shipping as it came from non-legitimate channels.
(The suppl;ier sent me an "example invoice" with the words they wanted clearly photoshopped onto the invoice. It was from Sigma UK. I called Sigma and asked if they would put this phrase on a grey-market repair item, they said absolutely not. The supplier's policy of having this phrase means that no repair centre (in the UK at least) will repair the item and it will have to come back to Hong Kong).
I had no choice but to get the item sent back to me (10.60 charge) and then I sent it (insured to 600) to their office in Hong Kong (cost 28).
They confirmed receiving my lens and said they would email me when it was ready. No word until 2 weeks later when I emailed them... Oh! Your lens is ready - has been for ages. Fault due to mishandling of the lens - charge 186 to repair + shipping.
This is where I am now. I am not even sure the Tamron service centre they sent my lens to in Hong Kong is legitimate. For all I know the invoice is fake and once I've paid up the lens will be badly repaired at a non-legitimate facility - even though it was broken from day one.
Don't really know where I stand to be honest. I've emailed them back asking for an invoice from the service centre (I have friends who can read Mandarin) and their address so I can check the legitimacy. What a total pain the arse.
Please for the love of God, don't make the same mistake as me. NEVER buy grey market. It isn't worth the hassle. Stick with reputable UK dealers like Park, Wex, Amazon etc.
Moderator edit: no naming and shaming allowed.
Edited by jeremyc on Tuesday 27th May 16:26
Well, you had 14 days to find the 4mm wobble and didn't. You then found that the 'local warranty' was a local warranty (ie in Hong Kong). They suggested you get it fixed in the UK but as far as I can see didn't say they would pay for it. You took it there and got a bill.
Sorry but I don't see the beef; the supplier have done exactly what they said on the tin. You should have realised you were on your own, got a repair quote and then decided whether to pay it and keep the lens, or cut your losses and sell it on eBay.
Sorry but I don't see the beef; the supplier have done exactly what they said on the tin. You should have realised you were on your own, got a repair quote and then decided whether to pay it and keep the lens, or cut your losses and sell it on eBay.
Edited by jeremyc on Tuesday 27th May 16:27
Simpo Two said:
Well, you had 14 days to find the 4mm wobble and didn't. You then found that the 'local warranty' was a local warranty (ie in Hong Kong). They suggested you get it fixed in the UK but as far as I can see didn't say they would pay for it. You took it there and got a bill.
Sorry but I don't see the beef; the supplier have done exactly what they said on the tin. You should have realised you were on your own, got a repair quote and then decided whether to pay it and keep the lens, or cut your losses and sell it on eBay.
It was my fault not finding the fault sooner, otherwise this whole thing would have been over very quickly. Sorry but I don't see the beef; the supplier have done exactly what they said on the tin. You should have realised you were on your own, got a repair quote and then decided whether to pay it and keep the lens, or cut your losses and sell it on eBay.
The supplier told me the fault was known and using their 1-year warranty programme I should take it to the repair centre. If the repair center could say the fault was due to a manufacturing defect the supplier would pay for the repair - turns out no repair center in the UK will say this about a grey-market item since they don't know how it's been handled in the past and they don't want to unnecessarily incriminate the brand.
The supplier advertise a 1-year international warranty which is specifically designed to never have to pay out a penny to a customer. My item is faulty, I have a warranty, it should be fixed no questions asked right? Not with this supplier.
I did consider cutting my losses and eBaying the lens, but undoubtedly some poor kid would end up with this piece of sh*t and have to repair it. I can afford to get it repaired, it's just a huge pain the ass. Take my advice or not, but I can say with 100% certainty I'm never buying grey ever again.
Edited by jeremyc on Tuesday 27th May 16:28
Simpo Two said:
You said it was a local warranty...
Does/did the wobble actually affect performance?
I did some rudimentary tests on the lens and I couldn't see anything wrong with it optically, but the wobble was pretty unpleasant. Whenever you moved the lens it would click as the front barrel tapped against the outer barrel. I was pretty sure it wouldn't last long.Does/did the wobble actually affect performance?
PleasantPeasant said:
Paid with MasterCard. Money was taken out of the account near the end of the month and I paid it off. Annoying as I would have considered cancelling it if I had known sooner.
Contact the credit card company anyway and explain the situation. You should be covered for a situation like this, especially if you have been told by the supplier that this is a common fault but they are refusing to honour the terms of their own warranty. Ask the bank to charge back the payment. It does not matter if you have already paid the credit card bill.PleasantPeasant said:
Paid with MasterCard. Money was taken out of the account near the end of the month and I paid it off. Annoying as I would have considered cancelling it if I had known sooner.
I would contact Mastercard, under section 75 of the Consumer Credit Act....http://www.moneysavingexpert.com/shopping/section7...
Simpo Two said:
PleasantPeasant said:
The supplier advertise a 1-year international warranty
You said it was a local warranty...Does/did the wobble actually affect performance?
Supplier's website said:
We will refund all services that you have to make during your 12-month warranty, as long as you provide eligible receipts. This service covers:
Parts and labour costs for the repair of a manufacture defect or fault of production, which resulted in the product malfunctioning.
Parts and labour costs for the repair of a fault of material to the product, which resulted in the product malfunctioning.
Note: Please remember that we will only be able to refund your local service charge if you provide a copy of the repair center receipt, which clearly shows they have corrected a manufacture defect, fault or fault of material to the product
They have a forum at Talk Photography http://www.talkphotography.co.uk/forums/digitalrev... to which they seem to contribute, might be worth contacting them through there.Parts and labour costs for the repair of a manufacture defect or fault of production, which resulted in the product malfunctioning.
Parts and labour costs for the repair of a fault of material to the product, which resulted in the product malfunctioning.
Note: Please remember that we will only be able to refund your local service charge if you provide a copy of the repair center receipt, which clearly shows they have corrected a manufacture defect, fault or fault of material to the product
I tried to buy a Canon 60D from the same supplier and it spent so long in customs waiting for them to sort the paperwork I bought a used one from MPBPhotographic instead and canceled the original order.
It seems that if things go well with them you save a lot of money but when it goes wrong, it goes very wrong. I won't be using them again either.
It seems that if things go well with them you save a lot of money but when it goes wrong, it goes very wrong. I won't be using them again either.
Shaw Tarse said:
HRL said:
jeremyc said:
Just a reminder to everyone: no naming and shaming allowed.
Hope you don't mind me asking, but why is that?Gassing Station | Photography & Video | Top of Page | What's New | My Stuff