Canon Factory Service Taking Forever!

[G2Jim]

The Canon factory service center in California has had my EF 70-200 2.8L IS USM lens now for one month, supposedly waiting for a part to come in (relating to IS and Error code). Can anyone tell me if this is an unusually long time to wait, or not? Is there anything I can do to speed things up? That's my first "L" lens, and it really bugs me I paid all that money and now can't use it.

[scottbergerphoto]

I don't know what the repair time on that lens is usually, but the delay could be due in part to the fact that alot of people are reporting problems recently with the IS unit on that lens and sending it to Canon.
Scott

[khiromu]

I have once sent my 70-200/4 for cleaning, but it took almost two months.
BTW, I sent it to NJ center.

[G2Jim]

I guess not much choice but to sit tight, and check back with them once in a while. :(

[Belmondo]

That's about all you can do. Maybe a call once in a while might help, but it's hard getting through to anyone that can tell you anything.

FWIW, my only experience with the Irvine repair center was excellent, but then again, all I asked them to do was clean the sensor which they did while I waited.

[robertwgross]

I sent a lens to Irvine once. Maybe I was just lucky, but they had it fixed and returned in less than one week.

If the problem can be fixed by a simple part addition, like a screw, then they fix it fast. If the problem can only be fixed by a complex part that is in short supply from Japan, then it might take months. Besides, there is always the possibility that a general problem was recognized with the entire supply of parts, so they are re-designing that part. Then it may take months.

---Bob Gross---

[jhankins]

Just curious as I own one. Sorry you're having to wait so long. That would be agravating. My experience has always been prompt thusfar.

Jim

[roppelt]

I took my 28~135 IS and they had to rebuild it and it only took a week. It was repaired in at the irvine plant so I can't say if this normal as I dont own any L glass.

[G2Jim]

I finally got my lens back today from Canon, after a little over one month. Service details state "Replaced Lens Assy EMD/IS Mount Lens Screw Ring Focus Adjustment. Cleaned Elements. CK/ADJ/LUB/ All Functions To Factory Specs."

It seems to work fine so far, thank goodness. It was a little disconcerting that they delivered it to my front porch where it sat in plain sight for probably several hours, not even requiring a signature on a $1500 lens!

Oh well - I'm happy now. :D

[JX]

Hi Jim,

I am having a problem my EF 70-200 2.8L IS USM lens. Can you describe what the problem was, and what type of error code you were getting.

Thanks

Jim

[G2Jim]

Sure - happy to help. It would be working fine, then for no reason it would quit auto-focusing (no internal red lights or beep when focused), it would display "Err 01", and it wouldn't do anything when you tried to take the shot anyway. Sometimes it would work again after turning off the camera and unmounting the lens, then remounting it in my 300D Rebel, but not always. Very frustrating.

[JX]

That is exactly what is happening to my lens. However, I discover it only happens when “IS” is turned on, and there is insufficient light. For example, if I am shooting in TV mode, and have a fast shutter speed, if there is insufficient light the camera just will not take the picture. However when “IS” is turned on, if the lighting is insufficient the camera locks up, a err 01 code is displayed. The only way to clear the error code is to shut the camera off and dismount the lens.

Jim

[Sugrat]

That's about all you can do. Maybe a call once in a while might help, but it's hard getting through to anyone that can tell you anything.

FWIW, my only experience with the Irvine repair center was excellent, but then again, all I asked them to do was clean the sensor which they did while I waited.

Yes, I love the Irvine office :-) they get thing done quickly there :-)

[jmb123]

My Canon 20D is also in IRvine, has been there for one month, they dont have a shutter assembly. I just spoke with them they tell me they dont have the spare part, and they dont know when they will get it and repairs like this take sometimes up to 10 weeks !!!!
Does someone know of a company, any company, that take two months to fix a product under warranty??

[robertwgross]

Does someone know of a company, any company, that take two months to fix a product under warranty??

Canon, and some of the other big camera companies.

---Bob Gross---

[Jon]

Three times I've sent something to Canon's NJ Service Center, and all three times I've gotten the gear back within 10 days (including my shipping it UPS Ground). All three were handled under warranty. The BG-E2, they cannibalized another one to make the repair. If I need to send my Canon gear for repair, guess where it's going?

[MJP]

I had my lens repaired at that place..and received it after a week....