Eh I'd avoid the whole "smear their name with a net campaign of hate." I've never seen that actually work and most times it backfires badly on the person doing it.
Just to be clear, I'm not talking about "smearing their name with a net campaign of hate."
I'm talking about using social media, as a last result, to get some action, if phone calls and emails don't get you anywhere.
But I'm NOT talking about saying anything hateful or nasty...just making it clear that you have a problem that hasn't been addressed by any other avenue you've tried.
For example, tweeting something like "@Tamron: Really need assistance that Customer Service doesn't seem able to provide. Who else can I contact?"
I'm the social media manager where I work, and in every social media seminar I've been to, the indication (from other companies using social media sites) has been that things like that DO work, because companies want to keep their social media postings very positive. Yes, being nasty and rude on social media will just get your comment deleted--but being persistent can get action when nothing else has worked.
At any rate, hopefully, it won't come to that anyway. A phone call to a different person than the one you already dealt with, or an email to a higher-up might get you somewhere. If I were you, since the lens is 3 years old, I wouldn't necessarily even be looking for a "free" repair or replacement, just some concern about quality and a commitment to customer satisfaction in the form of at least discounting the cost of repair or something. Something that says they believe having a lens fall apart on you isn't really acceptable to them.
