Canon have fixed my lens!! Woooo

[Deleted member 21335]

Ok, very long story short, I send my camera + 2 lenses to Canon for calibration 5 weeks and 4 days ago (Friday 8th June). Somehow, since leaving me, so either in transit or whilst at Canon, the 85mm F1.2L II got damaged. So bad infact that it was dented and the manual focus ring would not turn smoothly according to the technician. Bear in mind that it was booked in 3 weeks previous to this as being in good working order (infact it was MINT in my opinion). After them trying to get me to pay over £700 to repair it and then them agreeing to do it for free under "good will", it eventually arrived back today at 17:30 (after Canon closed so couldn't ring). When I unpacked it, the first thing I noticed was the marks on the front element. I used my lens cloth to wipe them away and as I did so (gently), the front element started to rotate!! I also noticed how badly the ring that they turn to remove the front element had been scratched and gouged. I will attach some (bad) photos that I have quickly taken with the X100 in macro mode. Rest assured that this lens was in MINT condition when it first went off to Canon.

I have also tried shooting with it tonight and it is now front focussing quite heavily, something it wasn't doing when I sent it off to them.

So, do I have a case with them? I am going to ring them in the morning but the lady I spoke to there on several occasions was extremely snotty with me on the last two conversations prior to receiving the goods today.

Thanks for any advice.

 

[srichards]

I'd claim off their courier for the entire replacement cost of the lens. Tell them it has arrived damaged so you want to claim the entire cost back as it was mint when you sent it. I wouldn't accuse them of anything. It could easily have been the courier that damaged it originally before canon even saw it. Few of them take any care with anything. All items are basically drop kicked into the back of vans and stamped on if they need more room.

 

[Deleted member 21335]

I'd claim off their courier for the entire replacement cost of the lens. Tell them it has arrived damaged so you want to claim the entire cost back as it was mint when you sent it. I wouldn't accuse them of anything. It could easily have been the courier that damaged it originally before canon even saw it. Few of them take any care with anything. All items are basically drop kicked into the back of vans and stamped on if they need more room.

It was my courier (Royal Mail) who sent it in the first place. To claim, I need the boxes which Canon binned when they booked it in because it wasn't damaged. So I have no claim from the courier who took it there. It was also in the same box as the 35mm which is absolutely perfect. They only decided the 85mm was damaged 3 weeks later!! It's the damage they have caused in those photos which I am now not thrilled about. (and the fact the element now rotates and front focusses after it's allegedly been calibrated) I just want a lens that works like it did when it went away, i.e., perfectly.

 

[RSMarco]

Bad news mate. Which centre did you send it to?

 

[Deleted member 21335]

Bad news mate. Which centre did you send it to?

Canon Elstree.

The initial problem I was having was AF issue with the 35mm which the technician said he noticed immediately and fixed no problem (I agree, it is now perfect and sharp as a tack wide open). I sent the 85 (in the same box as the 35) just so they could calibrate it to my camera as it was only a few quid extra. Thought a factory calibration would be better than Micro Adjust.

 

[srichards]

I'd claim from the return courier in that case. If canon say they haven't damaged it and it was mint when it left you and boxes aren't available your only sensible line of recourse is to get the cost of replacement from canon's courier. You have proof it arrived damaged to you so it's much simpler to chase their courier for the damage regardless of whether you think canon themselves ended up damaging it.

 

[Deleted member 21335]

I'd claim from the return courier in that case. If canon say they haven't damaged it and it was mint when it left you and boxes aren't available your only sensible line of recourse is to get the cost of replacement from canon's courier. You have proof it arrived damaged to you so it's much simpler to chase their courier for the damage regardless of whether you think canon themselves ended up damaging it.

I hear what you are saying but I really don't think I have a case with your course of action. It was packaged very well on the return leg from Canon. THe damage it has now is from tool marks where they have removed the front element. Paint scratched off etc. There's absolutely no course of action from UPS whatsoever for that.

The loose front element and scratches pictured are a direct result of the lens being worked on, not transported.

 

[Yv]

I'd claim from the return courier in that case. If canon say they haven't damaged it and it was mint when it left you and boxes aren't available your only sensible line of recourse is to get the cost of replacement from canon's courier. You have proof it arrived damaged to you so it's much simpler to chase their courier for the damage regardless of whether you think canon themselves ended up damaging it.

Isn't that a little unethical if not downright fraud, given Canons technician reported damage 3 weeks after receiving it, and the damage in the pictures is highly unlikely to be caused by a carrier? Like finding a £20 note and not handing it in?

I am guessing the damage in the photos has been caused by some kind of tool used in those notches to release that ring, not entirely unexpected, but the fact the front element is now free enough to turn is a concern. Is this a lens that is meant to be weather sealed? [I dont know the canon range] Would that be affected?

One other question, and probably a bit late now, but I don't suppose you took any photos of any of the lens before it was sent away did you? I know you were toying with selling up, maybe you grabbed some pics while that was on your mind?

 

[Deleted member 21335]

Your right about the first point Yv, the damage. I'm absolutely not trying to pull the wool over anyone's eyes here. I'll persue it as I find it. No unfortunately I didn't take photos before it went. But I KNOW it was mint. I also find it strange that it could be unboxed with the 35mm (same box) both be booked in as FREE jobs (email to prove this dated 11th June), only to get a mail for over £700 damage 3 full weeks later. Which has now alledgedly been repaired under good will, only for the damage pictured to have occurred. Wouldn't have bothered me too much if the element wasn't rotating or if it now focussed accurately.

 

[srichards]

I assumed some of the damage - loose front element and focussing issues - could have been caused by dropping as I couldn't imagine why canon would send out a repaired lens with a loose front element and not correctly calibrated.

If it was well enough packaged so that it cannot have been even a clumsy courier then canon should be the ones to pay up as they have to do repairs with reasonable care and skill.

I'd find the service manager's name and right them a recorded delivery letter insisting on the full repair cost or full replacement cost as they've buggered the lens.

 

[Yv]

Your right about point 1 Yv, the damage. I'm absolutely not trying to pull the wool over anyone's eyes here. I'll persue it as I find it. No unfortunately I didn't take photos before it went. But I KNOW it was mint. I also find it strange that it could be unboxed with the 35mm (same box) both be booked in as FREE jobs (email to prove this dated 11th June), only to get a mail for over £700 damage 3 full weeks later. Which has now alledgedly been repaired under good will, only for the damage pictured to have occurred. Wouldn't have bothered me too much if the element wasn't rotating or if it now focussed accurately.

By all means call them in the morning, but if you get no joy, I would start by writing them a letter, laying out exactly the sequence of events, include copies of all email correspondence, and those photos, and being very clear that you are extremely unhappy with what has happened. Send recorded, or even SD to ensure they receive it, and see what they say. Having it all in writing means there can be no 'he said, she said' scenarios of phone calls, should you wish to pursue it further.

 

[Deleted member 21335]

I think the loose element is because of the ring that holds it in (pictured) not being tightened correctly? I got a turn on it myself with the lens cloth when cleaning the smears off which seems to have stopped it rotating now though.

But the focus is still way out. :bang:

You replied as I was typing Yv. Canon say all calls are recorded. I also have most of the emails they sent me so hopefully that will go in my favour too. I'm going to have to send it back either way which will cost me again.

They ended up charging me to calibrate it too! What a waste of money that was!!!

 

[Moreorless]

It was my courier (Royal Mail) who sent it in the first place. To claim, I need the boxes which Canon binned when they booked it in because it wasn't damaged. So I have no claim from the courier who took it there. It was also in the same box as the 35mm which is absolutely perfect. They only decided the 85mm was damaged 3 weeks later!! It's the damage they have caused in those photos which I am now not thrilled about. (and the fact the element now rotates and front focusses after it's allegedly been calibrated) I just want a lens that works like it did when it went away, i.e., perfectly.

Surely if Canon booked in it as undamaged then they must be responsable for the damage three weeks latter? either they missed damage in the booking in or they caused it, seems like its there responability either way.

Agreeing to fix it for free in the first place sounds like an admission of guilt to me, you need to push for the cost of replacement from them IMHO considering they've failed to return the lens to mint condition.

 

[Deleted member 21335]

That was similar to how I was looking at it to be honest but I'm obviously not accusing them of causing it. It's possible it could have been damaged in transit but any claim from that has gone after it had been received and booked in and the packaging dispose of.

Just spoke to a lady who has escalated my job to what they called a 'level 2 complaint' and I should expect a phonecall. Hopefully before weekend but can't promise anything.

I guess I now have to wait.

 

[LongLensPhotography]

Firstly I wouldn't give the service any mint lenses to play with, never! There has to be a very good reason to send it in.

Now I would complain a lot, and perhaps mention small claims court. After all they have caused you £1600 worth of damage.

 

[Deleted member 21335]

Firstly I wouldn't give the service any mint lenses to play with, never! There has to be a very good reason to send it in.

Now I would complain a lot, and perhaps mention small claims court. After all they have caused you £1600 worth of damage.

Well I've learned a valuable lesson about sending in something that doesn't need fettling. Just thought it would be a good opportunity to get it calibrate to the brand new body.

As for court, I'd thought about mentioning it but thats a very last resort as I know how the county court system works.

I'm not thrilled about having to wait until possibly after the weekend to get it sorted.

 

[simonblue]

The best way to handle this,is to keep going up.

Be polite but firm,if the person handleing cant give you any answers,ask to speak to the next person up,and let them know you will go all the way to the top.

Good luck

 

[Deleted member 21335]

The best way to handle this,is to keep going up.

Be polite but firm,if the person handleing cant give you any answers,ask to speak to the next person up,and let them know you will go all the way to the top.

Good luck

Thanks. I have always been and will be nothing but polite but it is VERY frustrating. Just spoken to one of the managers on the technician side and he said he remembers the job etc and that I should send the lens straight back. They told me they would mail a label and I should have it to print within 15 minutes. That was over an hour ago. :bang:

 

[LongLensPhotography]

Thanks. I have always been and will be nothing but polite but it is VERY frustrating. Just spoken to one of the managers on the technician side and he said he remembers the job etc and that I should send the lens straight back. They told me they would mail a label and I should have it to print within 15 minutes. That was over an hour ago. :bang:

Hopefully that will solve it, but I would ask for a new lens. Once the assembly gets messed up chances are slim of it ever being 100% perfect again.

Well I've learned a valuable lesson about sending in something that doesn't need fettling. Just thought it would be a good opportunity to get it calibrate to the brand new body.

As for court, I'd thought about mentioning it but thats a very last resort as I know how the county court system works.

I'm not thrilled about having to wait until possibly after the weekend to get it sorted.

I am not suggesting going all the way, but rather clearly letting them know about your intentions. Usually that is enough, as some companies are taking their chances with some customers.

 

[Deleted member 21335]

Hopefully that will solve it, but I would ask for a new lens. Once the assembly gets messed up chances are slim of it ever being 100% perfect again.

Really??!! That doesn't sound promising at all. I really think there's no hope of them giving me a new lens though. I can't see that happening.

 

[gramps]

Once the assembly gets messed up chances are slim of it ever being 100% perfect again.

Can that really be so?
Surely Canon have the ability (if not desire) to restore a lens to the good used condition they originally received it?

 

[LongLensPhotography]

Can that really be so?
Surely Canon have the ability (if not desire) to restore a lens to the good used condition they originally received it?

Firstly they have very generous tolerance levels

Then if you think about it such lenses are very complex and it is far easier to assemble them correctly in the manufacturing stages as opposed to fixing.

that's why the old saying 'don't fix what is not broken' holds true

 

[PitaDaVespa]

Gareth,

Are you sure that is your lens?
Can they made a mistake and exchange it for another one that they had to repair?
Have you checked serial numbers?

Good luck.

 

[Deleted member 21335]

I never questioned whether it was mine to be honest and no, didn't check the serial number on return. It's all packaged up for UPS to pick up tomorrow. Really don't think I have much chance of a new one but we shall see what they say next week.

 

[davep90]

There is totally no way that they can not replace something they have obviously damaged. I would stick to my guns and go for a replacement/ full proper repair.
You defo need to check the serials...

 

[LongLensPhotography]

There is totally no way that they can not replace something they have obviously damaged. I would stick to my guns and go for a replacement/ full proper repair.
You defo need to check the serials...

Exactly, give them a hard time for this. They need to learn their lesson and stop doing this to their customers. My 1st 24-70mm had to go 4x time before it got better than was initially.

 

[Deleted member 21335]

Not filling me with confidence now! Ha. UPS have collected it this morning so will be back to Canon by Monday. The start of week 7 without the 85mm!!

On the good side, they didn't want the body back so I have that and the 35mm to play with for the time being.

 

[Deleted member 21335]

Well I had the confirmation email around half 9 this morning to say they had received it. The invoice stated, "redo repair". Guess I just have to hope for the best.

 

[Deleted member 21335]

It's on the way back to me now and should be home tomorrow. Had a call today to tell me it should be just as good as getting a new one. Fingers crossed.

 

[Deleted member 21335]

Annnnd it's back. Just got in from work and the lens had arrived. Unpacked it and it is in MINT condition. Barely distinguishable from new. And the focus? Well, not had a proper test but a quick one in the garden suggests it's absolutely perfect, even wide open. I am shocked how sharp this is at F1.2!!!

Just need to get out shooting now.....

Full frame....

100% Crop

Well done Canon