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August 14, 2013

Tamron USA now offering three business day turnaround on Lens Repairs

This is perhaps one way manufacturers can improve and compete regardless of the megapixel wars and market saturation. Improve problem solving and repairs. Tamron USA announced today via press release that they are now going to offer a three business day turnaround on lens repairs on lenses that arrive at their place by noon eastern time. They also promise a same day estimate. For lenses under warranty, the clock starts the same day. For lenses that are not under warranty, the three day clock starts after the customer sends their approval for the repairs.

As of the time of writing, the press release is not at the Tamron news site, so we cut-and-pasted the relevant text from the e-mail of the press release right below...

August 14, 2013, Commack, N.Y.- Tamron USA announced that the company now offers 3-business day repair service turnaround for photographic lenses. This achievement works to alleviate customer concerns that when they send in a product for repair service, they may be left without that product for some time. Now, all lenses received in our system by noon EST are estimated the same day and moved onto the next stage. Lenses under warranty (Tamron USA offers a 6-year limited warranty on its photographic lenses) are repaired and shipped back to the customer within three business days. Out of warranty lenses are repaired and shipped back within three business days of the customer's approval of the repair estimate.

"We are thrilled here at Tamron USA to supply our customers with a 3-business day turnaround time," stated Pat Simonetti, Director Technical & Customer Service/Distribution. "With the support of our parent company, we were able to take the necessary action to build upon our staff and make this dream a reality. This accomplishment was and continues to be a real team endeavor. I truly appreciate the efforts from all of those involved in this project," said Simonetti.

The Background
Customers may anguish about sending a lens in for repair, expecting that they could be without their favorite or workhorse lens for some time. Tamron Co., Ltd. recognized this and challenged its subsidiaries to reach a standard 3-business day turnaround service to make customers feel more confident that, in the unlikely event their lens requires service, they would not be long without it. "By speeding up the repair turnaround time, we can alleviate our customers' anxiety about repairs and thereby increase their satisfaction of and confidence in Tamron products," stated Tak Inoue, President and CEO of Tamron USA. Tamron USA took dramatic steps over the past year to increase the number of repair technicians that work on photographic lenses as well as customer service staff. Internal systems were changed to accommodate the inspection of lenses received by noon of each day and route the lenses to the proper technician for expert repair. Repaired lenses are then given top priority in the distribution center to ensure the product is on its way back to the customer within the established guidelines.

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