Tokina Service (sequel to Lens Carnage thread)

[RustBeltRaw]

Several months ago, I started a thread to share some pretty nasty damage to my Tokina 11-16mm f2.8. It fell (nice way to say I dropped it ), attached to a Canon 60D, roughly 2.5ft (0.8m) onto concrete.



Replacing or upgrading the lens wasn't financially feasible, so I contacted Tokina USA about a price for repairs. They didn't commit to a number immediately, but estimated 150-300USD based on my description. The lens shipped out to the repair center in Huntington Beach, California two weeks after it was damaged. After receiving it, they contacted me with a quote; $224.40 for parts, labor, cleaning, lubrication, and calibration. I authorized the repair.

Roughly one month later on January 9th, I hadn't heard anything, so I gave them a call. Glenn, the same gent who contacted me about the estimate, picked up the phone, and when he looked up the service number, said "I'm going to put this on the top of my tech's pile, it's been here too long." Four days later, I received the shipping information for the repaired lens. Return shipping was included with the quoted repair price.

Now that I've shot with the lens, I can report that it's perfectly functional, and perhaps somewhat smoother than when it arrived new. Focus is as accurate or better than new, and they cleaned the guts and optics very thoroughly, even in areas unaffected by the damage. Bear in mind, this is one of my color run lenses, so it was probably a bit rough in there.

Despite the delay, I have no cause to complain about the quality of their work, or the professionalism of their staff. Not sure if the one-month lag is typical, but from what I've read, that's not bad as turnaround times go. Suffice it to say that, in the future, concerns about service will not hinder me from buying anything Tokina makes.

[Mike Buckley]

Such a happy ending! Thanks for sharing the information, as it's good to know if I ever drop my Tokina 12-24 lens.

[Shadowman]

Good news! I've only had one lens repair and it was still under the 5 year warranty, so keeping fingers crossed.

[Donald]

Good one, Lex. It's nice to read a positive report.

[inkista]

Woot! Glad to hear you've got your lens back safe and sound and everything went well. It's too bad you had to prod them, but wonderful that they responded to the prod.

[Manfred M]

It's always nice to hear about service meeting if not beating expectations.

I had the opposite expereince with Sigma. The lens went in for priority repair (it died prior to a trip to Africa; the sole reason we bought it in the first place; and Sigma promised to try to provide speedy turnaround) and we could not get any commitment or urgency out of them; fortunately it arrived a few weeks later; about a week before our departure date (6 or 7 weeks to complete the repair).

The lens died again on the trip, and back it went. This time; no urgency, but it came back within four weeks.

Again, no explanations. Not impressed...

[RustBeltRaw]

...Sigma promised to try to provide speedy turnaround) and we could not get any commitment or urgency out of them; fortunately it arrived a few weeks later; about a week before our departure date (6 or 7 weeks to complete the repair).

The lens died again on the trip, and back it went. This time; no urgency, but it came back within four weeks.

Again, no explanations. Not impressed...

It's too bad you had to prod them, but wonderful that they responded to the prod.

You're both touching on an important point, which is that communication is key to good service. Manfred, I'd imagine you'd be fine with Sigma's service if they clearly and accurately estimated their turnaround time. At least then, you know where you stand.

[Manfred M]

You're both touching on an important point, which is that communication is key to good service. Manfred, I'd imagine you'd be fine with Sigma's service if they clearly and accurately estimated their turnaround time. At least then, you know where you stand.

Exactly. I certainly understand that there are a lot of variables in running a lens repair service; parts availability, staff availability (techs get sick and take time off), variable workload, etc. I just find it unacceptable that any of the companies I've dealt with (with the exception of Leica (that was years ago) and the professional division of Panasonic), treat their repair customers with such disdain (this is my experience with Canon, Nikon and Sigma). A simple "hi we got your camera and will have a look at it in ____ days" would be a start. I can certainly see that they don't stock all spare parts and the are reliant on the manufacturer having to supply the required parts; but still, some information would be better that the repaired gear showing up in the mail without warning.

[bnnrcn]

I know the history of your story and I'm glad to hear that you have got your lens back and it is in better condition..good shots:-)

[Glenn NK]

I was actually surprised that a Tokina lens suffered such damage. I had the 12-24 a few years ago - it was built like a tank. I'd say the build quality was equal to or better than Canon's L line (of which I have three).

But nice to know that it all worked out well (except for the cost).

[RustBeltRaw]

But nice to know that it all worked out well (except for the cost).

Hilariously, this was my most expensive lens even before the repair. Nevertheless, I feel the repair price was reasonable. Anyone want a Tokina 11-16 f2.8 for $874?