My 70 - 200 2.8L IS USM II fell off my 5D while shooting my nephews band. I was taking photos, put the camera down to change a setting, was holding on to the hand grip and the lens just came off hitting the cement floor. Instantly nauseous. This happened before, but it came off in my hand as I support the lens when I shoot. I was basically dumbfounded the first time it happened. Well the lens was not shattered but it hit the cement hard and it bounced. My lens hood and the base near the lens contacts the paint was chipped off. On closer inspection the base of the lens near the rubber seal looked like it was not completely spherical, it looks like the metal was flatter in a small area, right next to the rubber seal. I was not sure if this was from the fall or if it came from B & H that way. I sent both the camera and the lens to Canon. I get an email, estimate that the lens will cost $326.00 dollars to fix and my camera will cost $212.00. I called them and told them the lens was still under warranty and they said because I dropped it was not covered. I sent them a form typewritten, explaining what happened and the lady on the phone said, I am sorry we will not cover a dropped lens. I asked them what exactly needed to be fixed on both the camera and lens and she said they didn't know as they had not fixed it yet. They needed my credit card number and approval to fix it first. This all seems so fishy. I came across this site and gave them the link to this as well
They also sent me a message that my canon 5D fell under the Canon loyalty program. I could upgrade to a newer camera and pay the difference, I asked what it would cost to upgrade to the 5D the service rep said, that I could only upgrade to the canon 7D. The 5d MarkII did not qualify. I said I felt that going to a 1.6 crop factor would be a down grade. She said sorry. I then asked to talk to her supervisor and she put me on hold, after the 5th song, I hung up.
I also have registered all my equipment on line and when I went to my canon site it showed nothing registered. I emailed Canon and they said I did not register it I must have just added them under my products on my canon account. This is not true I read this carefully and registered them. I have in my possession a certificate dated from Canon thanking me for registering my Canon 5D, along with a $100.00 certificate towards repairing my camera. I also got confirmation emails from Canon thanking me for registering my products.
I want to stress that I have taken very good care of my equipment. I had sent my camera in to Canon to have the sensor cleaned and to check the mirror recall. I have spent upwards of $9,000.00 on all Canon specific gear.
I feel very strongly that Canon should replace my lens, free of charge as this was not user error. The camera I will pay for if there is something wrong with the release mechanism as it is out of warranty. I really feel like I lost trust in
my canon products and their customer service.
Please advise me as what Canons final decision is with this case. Thank you for your time.