Kurt's Camera Repair Inc.

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We judge a company on his capacities to answer to problems. Kurt's Camera repair showed me they their incapacity to meet problems from the beginning (on the 3rd of November) till today (on the 9th of January). I do hope that they will manage to face the issues they have as soon as possible. I'm tired of waiting for my lens to be working!


I write this review today because I feel totally discouraged with working with Kurt's Camera repair. On the 2nd of November, she unfortunately let my bag with a 120-300 sigma lens fall down and this lens got broken (Automatic and manual focus...). Kurt's Camera announced me by phone 4 days so I send it to them. They gave me a repair estimation of 403 $ and they told me it would be ready only two weeks later. They explained me that it would take 8 days before they would receive the pieces needed. 10 days later, I called them. They told me they would receive it the next day and that it should be ready in two days. They told me that they would let me know. Two days later, because I didn't receive any news from them, I called them back. They told me it was a little longer that they expected but that it should be finished and send at the end of the day. But no. I had to wait 5 more days and I called them at the beginning of the next week. Well, they explained me they couldn't fix it and that they had sent it to Sigma. I finally received it on the 9th of december, about a month later than I was expecting at first. I of course asked for a discount and they offered me less that a 10% discount (30 $ on 404 $) which I thought was very little. I spoke a lot to Mike the manager and he told me that they had to pay Sigma (300$) and that the work took more time than expected. I do understand that. But a customer can't pay more (or just a little less in my case) because this company is enable to make a good estimation of the repairs, and has to send it to another company because it isn't able to repair it at all? I said to him that sometimes a company looses money on one affair and that the important for them is that they learn something from it. I managed to have a 25% discount which I felt was ok (figuring the lens would be working and that I wasn't going to loose one more month, at least, it isn't working yet!). Having this amount of issues with the same customer is unacceptable.

So I received it 3 days later. I tried the lens and even if I could hear that the focus ring was making more sound that usual, it was working! I did use the lens some days later making only 20 shots and it was working, but some days later, I took it for some more photos and it wasn't working anymore. The ring that was making noise at first didn't manage to turn to do the automatic focus. So I had to send it back to them (which cost me another 30 $). They sent it back to Sigma. I do understand that the responsibilities on the issues are both from Sigma and Kurt's Camera, and it seems that it would have been the same if I had sent it to Sigma directly, but from my experience, Kurt's Camera wasn't able to make a good estimation of the work that had to be done, they weren't able to work on it, they didn't give me the service a customer would expect especially when the company is meeting that many issues (for instance since I sent back the lens to them they sent me an email to let me know they had receive it and that they would inform me but they didn't come back to me from that day), they at first insisted to give me a discount that wasn't fair at all from my point of view, it does seem that they didn't make the tests that should have been done on the lens, it looks like they don't have a working relation with Sigma that allows them to have a very quick work done when something is urgent.

I'm right now 60 kms away from San Diego and I'll call them later today to know when the lens will be fixed. I should be in Mexico but instead I'm waiting for my lens to be repaired, at last! Hoping my lens will be, at last, working.