Kenko Tokina USA Inc

Customer's lens was replaced and shipped back to him on 5/13/2016.  Customer received replaced item on 5/17/2016.  UPS Tracking Number: [redacted]

Review: I purchased one of this company's camera lenses approximately 3.5 months ago. It is defective and leaves spots on all of the images that I take with it. I am a professional photographer and use this lens to make a living with. I called the company to tell them about the defect. I was told that I had to ship the product to them at my own cost and that there would be a 4 week turnaround time before they could repair it and ship it back to me.

They sold me a defective product and now they expect me to pay to ship it to them, as well as wait a month for them to repair and send it back to me. This will cause a loss of income, as I use the lens in my photography, which is my livelihood.

Even if I do as they asked and ship the lens at my expense and wait for them to repair and return it to me, I will effectively have paid for a defective and then refurbished lens at the cost of a new lens plus the cost of shipping the defective one back to them for repair. This is unacceptable.Desired Settlement: I would like a new lens shipped to me, as well as them paying for the cost shipping the defective lens I currently have back to them. And I would like to get the lens as soon as possible (days, not weeks).

Business

Response:

[redacted],

One complaint this person has is mainly about sending his lens to us for repair and that he has to pay for the shipping to our facility. That’s a normal way our industry conducts business. This isn’t cause for complaint to the Revdex.com.

Another complaint this person has is that it would take up to four weeks to complete any necessary repairs to his lens. When we replied to his original email, he was told this time frame can be reduced if he were to request a rush service. Rush service is currently taking 3-5 days to complete. Again, this isn’t cause for a complaint to the Revdex.com. Four weeks for repairs is an industry-standard turn-around time.

This person also stated our company sold him this lens. We did not. His email to our company states he purchased this lens from a specific retail store.

In addition, he claims that after his lens is repaired it will be as if he has a refurbished lens. He will not have a refurbished lens, however. He will have his original lens that will be certified as being equal to or exceeding factory standards, as we are an authorized factory service facility.

Our company is a wholesale distributor and factory-authorized service facility. We are not a retail store.

For your reference, our warranty and repair service policies may be found at the following links:

Warranty Policy: http://www.kenkotokinausa.com/support/warranty/

Repair Policy: http://www.kenkotokinausa.com/support/repairs/

Incidental and consequential damages are not covered by our warranty. This is also an industry-standard warranty policy. Again, this isn’t cause for a complaint to the Revdex.com.

Therefore we feel our policies and procedures are adequate and reasonable, as they are standard within our industry. We further wish to have this matter expunged from our record, as this person’s complaints are entirely unfounded.

System Administrator

Kenko Tokina USA, Inc.

7642 Woodwind Drive

Huntington Beach CA 92647

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

What the business fails to recognize is that my issue does not involve a standard warranty repair issue. The lens was defective when I received it. By the time I realized that it wasn't typical lens dust or smear but an internal defect in the lens, it was past the 30 day return policy of the seller (B&H Photo).