What is a reasonable timeframe for a warranty repair?

[GMac11]

I sent a Tamron lens off for repair to the lens mount. The lens arrived at the contracted repair company but has been sitting for coming up on 4 weeks. In fairness to the repair centre they had been in contact and have blamed the hold up on a lack of parts to actually do the repair.
Fortunately the lens isn’t critical with regards to paid work or anything but it did cost me £1400 and has been sitting on a repair bench for a month. I’m now starting to get to the point where I need to see some action.

As per the title, is there a reasonable amount of time that one should expect a warranty repair to be carried out? Or indeed is there even a legal timeframe?

Consequently, should I decide to escalate who do I take my concerns up with? The repair centre? The retailer? The manufacturer?

 

[Raymond Lin]

I expect it to be done within 28 days? All my repairs in the past have been done in shorter timeframe. Discounting Canon as I had their Platinum Level CPS and I get it back like 3 days. With Sigma and Fuji it was under a month.

It all depends why there is a delay, if there isn’t a part then there isn’t a part. No matter how often you chase up it won’t speed up the process. If it’s too busy then they can give you a more realistic time table. It all depends why.

As to who you should contact. It all depends how you sent it off. If you had contacted Tamron directly and are paying them then you contact Tamron. If it’s under warranty and you return it to the store and the store sent it off then your contract is with the store.

 

[GMac11]

Yeah I completely appreciate the fact that the part is not available - however there must come a point where I can’t be expected to continue waiting indefinitely because said part cannot be sourced? Perhaps I’m being unfair?
Warranty was arranged through Tamron who provided the necessary documentation then I posted directly to the repair centre. The retailer have not been involved at any stage.

 

[malachi]

30 days, worse case 60 days, if they have problems getting the part. Any longer, I expect a form of refund or replacement.