Canon UK service problems........Help

[Sems]

Hi guys

Sorry for the long post but I am at my wits end and looking for as much advice as what to do next????

End of Sept - Purchase of a 70-200 2.8 IS L lens

Within a few days of use noticed the lens was not performing to its capabilities. Soft and back focusing

2nd October - Contacted Canon service helpline who suggested sending it to a service centre for calibration.

3rd October - Spoke to H.Lermanns (one of canons service centres for L lenses) regarding the turn around time as I need the lens back for a weekend away and was told it would take around 10 days if I send the lens and body to them for calibration.

Packaged up the lens and body and sent the items off special delivery..

16th October – I called H.Lermanns as I was leaving for a weekend away on the Friday to be told the items had not been repaired and it would be an extra week.

23rd October – I received my 30D body back supposedly calibrated and repaired., nothing was Wrong with the body.

Numerous phone calls regarding the 70-200 2.8 IS L are still been answered with different stories( faulty IS unit, nothing wrong with it, optic out of line etc). Eventually it is established the lens has been sent to canon RCC and will receive it in a few weeks.

17th November – I receive the 70-200 2.8 IS L back. To find EXCATLY the same issues are still present

21st November – Lens goes back to Canon RCC

29th November – Received a phone call saying my body was required to calibrate the lens to it, I explained the body had barely been used since been calibrated to “ Canon Spec” by H.Lermanns. And I had subsequently had to have various other lenses calibrated to the “repaired body” and it was agreed if I return it the body would not be adjusted.

30th November – Send the body off Special delivery including note about lens been calibrated to it.

7th December - Receive A package from Canon RCC, open it up to find only my Body. I phoned Canon RCC to ask about my lens and low and behold the lens has been repaired and are waiting on the body to test it!!!!!!!!!!! I told the lady I sent the body off and received it back today, I gave her serial number of the body and it has been “repaired and adjusted” again even though it was asked that it was not ( both on the phone and in the accompanying letter).
It appears the letter was ignored and the body was just “fixed” and did not even come close to been on the lens .
The first line of the letter been

“Canon Helpdesk #xxxxxxx

Please find enclosed 30D body as requested during phone call on the 29th Nov to aid in the calibration of the 70-200 IS.”

I was assured the lens will be posted out the next day so I may receive it on Monday morning……………….
Finally get the Lens back this evening………………………. To find the lens is still serverly back focusing.


I know it will have to go off again but been without the camera and lens for something like 11 weeks makes me very reluctant to send it off again.

Besides pulling my hair out is there anything else I can do?

[Lester Wareham]

Looks like the best thing to do is reject faulty goods straight off - too late now unfortunatly.

[Rich_claypole]

This doesn't help but I would have demanded a refund or a replacement when you found the lens was not functionaing correctly. As a consumer you have 16 days to return goods for a full refund. Well thats my understanding. By going down the route of trying to get it repaired is in this instance not a good option given it is a new lens and was identified as being faulty very quickly.

You may just have been unlucky and got complete numptys to deal with your kit all the way through this process.

Can you not arrange to visit the Service Centre and get them to sort it out while you are there?

You sure the lens is back focusing? Is it possible that it is user error, are you using manual focus to test? The Diopter adjustment on the camera isn't set incorrectly is it, done me in the past, knocked it so much that the pics in the viewfinder look sharp but the pics are not!

[Sems]

I wish I had just returned the lens now :(

I was told it would just need calibrating and would be working perfectly... lol :rolleyes:

My first thoughts were User error but got myself all set up with tripod, cable release, IS off etc, tried the lens on my old 300D and friends 350D which work fine but still having the same issue albet not as bad as with the "repaired & calibrated" 30D.

[Ianfp]

I am really sorry to hear about your problems. I found Canon service in Borehamwood to be rubbish. They totally ignored a problem I had on my first 30D and I ended up buying another rather than be without the camera!
Ian

[Broncobear]

Wow I'm really suprised by all this bad rep that Canon is getting. It's giving me a strong impression of what service I can expect if Ie ver need to use them...not good, not good at all

[axc09]

I think I would now send the story as you have laid it out above to, Andy Vickers, Canon UK MD. Send it recorded delivery and tell him(not ask) that you want canon to honour the guarantee and either repair or relace the lens.If they will not, tell them you will get it repaired and take them to the small claims court to get your money back. !!! Don't loose any paperwork that you have received so far.Good luck.

[Cadwell]

Shaun, that performance is about typical for Canon UK's service centre... in fact you're doing rather well if you're talking to the standard consumer service department. It took them over 10 weeks to fix my 100-400L and that was supposedly with CPS priority service.

[AdamJL]

I agree with Rich, I would ask for an immediate replacement.

Sorry to hear you had such dramas with them... I had my camera repaired through them recently and they were great - but one guy I spoke to said they did have a huge inventory backlog, and that their systems were not right, so there could be delay... I gather this also now means there could be problems as well.

Hope it all works out for you.

[Sems]

Thanks folks, as evil as it sounds I feel better knowing that I am not alone in having issues with them.

I have had good experiences with the service before when the shutter blew on my 300D it was replaced, returned working perfectly in less than 2 weeks, which is why I did not think twice about sending the lens off. Lesson learned now though.

Taken the advice on board and will be drafting a letter to go off with the camera and to the MD.

[Treat me like a tourist]

makes me think twice about looking at an expensive lens- for the problems that can arise you might aswell save some pounds and import. it is so sad to hear of poor service especially when we pay through the teeth to buy canon equipment compared to other countries.
good luck with your lens, iam with everyone else- if you make enough fuss you will get there in the end! Queen and country!!!!! lol :)

[varanus]

Thanks folks, as evil as it sounds I feel better knowing that I am not alone in having issues with them.

I have had good experiences with the service before when the shutter blew on my 300D it was replaced, returned working perfectly in less than 2 weeks, which is why I did not think twice about sending the lens off. Lesson learned now though.

Taken the advice on board and will be drafting a letter to go off with the camera and to the MD.

if it makes you feel better shauny boy all my gear is working fine and ive been taking loads of pictures;)

hope its sorted soon before you end up going down to the service centre with an uzi :rolleyes:

[Sems]

Cheers Paul knew I could count on you for moral support :rolleyes: lol I think I will be down there stealing half your gear.

Well I finally got the 70-200 back..................... 100-200 mm razor sharp, really stunning................. unfortunatly 70mm STILL back focusing at anything more than the minimum focusing distance >:( >:( >:(