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Thread started 25 Jan 2017 (Wednesday) 15:14
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Buyer Beware! Canon refurbished website errors

 
dmead516
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Jan 25, 2017 15:14 |  #1

Last Wednesday I saw that Canon was offering 10% off of their refurb lenses. I was informed that three were available, and so I pulled the trigger on the 16-35 f4. Today, I still have not received my lens, so I called Canon and was informed that the lens was backordered. After I ordered the lens I went back to the website and it said there were 13 available. Today, the lens says "In Stock", however according to Canon it is on backorder. No email telling me it was on backorder, and my email confirmation from Canon on the 18th says "In Stock". The rep said it was probably a web error. This is poor customer service from Canon, especially since I had to go hunting for the lens when THEY should have sent me an email telling me it was not available! I am glad I did not really need this lens for a shoot, as it would have put me in a bad situation. I know a lot of you have bought refurb and were happy; this is my first time and I am at a loss as to what to do, since I am losing almost 90 if I cancel the order.

thanks for letting me rant.


1DMK3, 1DMK4, 1NRS, 5DMK4, 16-35 4.0, 24-70 2.8, 70-200 2.8 II, 70-300 4-5.6L, , 17-85, 50 1.8, 18-200, 135L, Mamyia 645AF, Metz 60-Ct-1, Metz 58

  
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Bassat
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Jan 25, 2017 19:39 |  #2
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dmead516 wrote in post #18255301 (external link)
Last Wednesday I saw that Canon was offering 10% off of their refurb lenses. I was informed that three were available, and so I pulled the trigger on the 16-35 f4. Today, I still have not received my lens, so I called Canon and was informed that the lens was backordered. After I ordered the lens I went back to the website and it said there were 13 available. Today, the lens says "In Stock", however according to Canon it is on backorder. No email telling me it was on backorder, and my email confirmation from Canon on the 18th says "In Stock". The rep said it was probably a web error. This is poor customer service from Canon, especially since I had to go hunting for the lens when THEY should have sent me an email telling me it was not available! I am glad I did not really need this lens for a shoot, as it would have put me in a bad situation. I know a lot of you have bought refurb and were happy; this is my first time and I am at a loss as to what to do, since I am losing almost 90 if I cancel the order.

thanks for letting me rant.

I've probably made 25 purchases from Canon refurbished. No glitches in any of them. I've returned at least two items to Canon refurbished and gotten full credit refunds, including shipping BOTH WAYS.

You have to allow that mistakes happen. All you can ask is that an equitable resolution (full refund, or ship as ordered) to the problem. I am kind of curious as to what you are losing '90' of if you cancel the order. I called Canon to cancel one of my refurbished item purchases. I was given a 'return authorization' (whatever Canon does), and sent it back. I got my refund on my credit card as soon as UPS scanned the item as a pickup.

I've never had a problem with Canon Refurbished, and I've spent at least $6,000 there. I will continue to do business with them. Please let us know how your situation resolves. I'm really curious how you lose anything on an order they never filled.




  
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dmead516
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Jan 25, 2017 20:48 as a reply to  @ Bassat's post |  #3

Tom: I understand your confusion. I guess I did not explain the situation entirely-if I cancel the order, and buy at a time when they are in stock, then that is where the $90 comes in, as Canon was offering a 10% discount on all refurb lens in stock (the lens is normally around $879). Since a new one is $999, I am really trying not to cancel. Fortunately I don't really need the lens yet; but just think if you were buying it for a project/paying gig and they did this same thing-you would have been waiting a week with no info, and if I had not called I would have thought that something had happened to the order when it was shipped. Then you would be scrambling to fill in the gap this just made. I know a lot of you have never had an issue-my beef is that they should have said it was out of stock when I ordered it and not led me to believe otherwise. Like I said, it is still showing in stock even today when the rep was telling me it was not. This means that someone can go on the website, place the order and never know it is not there. I am not saying that anyone quit doing business with them, just that maybe you should not completely trust the web site if you are buying from them. Would be prudent to contact them by phone to ensure it was in stock. The lady told me I could wait another week and hope some came in, and she was willing to cancel the order, so that was not the issue. They have no way of knowing (from what I gather) when out of stock items will be replaced.

Hope this makes sense.


1DMK3, 1DMK4, 1NRS, 5DMK4, 16-35 4.0, 24-70 2.8, 70-200 2.8 II, 70-300 4-5.6L, , 17-85, 50 1.8, 18-200, 135L, Mamyia 645AF, Metz 60-Ct-1, Metz 58

  
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Bassat
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Jan 25, 2017 21:15 as a reply to  @ dmead516's post |  #4
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Thank your for the clarification. I see where the $90 is coming from, now. Seems like a simple matter of the web-site not matching the inventory. Well, simple unless you happen to get caught in the middle of it. I hope you get it all straightened out with a minimum of fuss. I would hope Canon would make good on the sale price, no matter when they get the inventory to cover your order. Seems like the least they can do.

I'm not sure if you have an account with Canon or not. When I order, I go back after a few business hours to make sure the order is filled, and later that day, or early the next to make sure it has shipped. So far, I have gotten good service. I hope they 'take care' of you, too.




  
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dmead516
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Jan 26, 2017 07:54 as a reply to  @ Bassat's post |  #5

Thanks. They seemed willing to honor the price but again they had no idea when the lens would be in. So I guess I will just wait and see.


1DMK3, 1DMK4, 1NRS, 5DMK4, 16-35 4.0, 24-70 2.8, 70-200 2.8 II, 70-300 4-5.6L, , 17-85, 50 1.8, 18-200, 135L, Mamyia 645AF, Metz 60-Ct-1, Metz 58

  
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FarmerTed1971
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Jan 26, 2017 08:57 |  #6

It's tough being patient but that seems like the best thing to do here. It does stick that they are not up to date with the availability status' online.


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dmead516
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Jan 26, 2017 09:14 as a reply to  @ FarmerTed1971's post |  #7

Ok update: it pays to keep calling. I talked to a customer rep and she has exchanged the order for a brand new one for only $40 more than I was paying (including the tax) for the refurb one. So, it is now on its way and she indicated that if there are issues we need to use the feedback link on the Canon webpage. Unfortunately it is still shown as "in stock" on the web page. Moral of the story: CALL BEFORE YOU ORDER!!! :-)


1DMK3, 1DMK4, 1NRS, 5DMK4, 16-35 4.0, 24-70 2.8, 70-200 2.8 II, 70-300 4-5.6L, , 17-85, 50 1.8, 18-200, 135L, Mamyia 645AF, Metz 60-Ct-1, Metz 58

  
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jmckayak
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Jan 26, 2017 15:59 |  #8

So you're getting a new 16-35 for less than $850! Great! Guess that it DOES pay to be the 'Squeaky Wheel'.




  
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CyberDyneSystems
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Jan 26, 2017 16:59 |  #9

Seems like the moral of the story is pay first ask questions later, then complain and get a great deal! :)

I had a vaguely similar experience with a "refurb" 500mm VII.

I got no shipping notice after shelling out the $7K+ (a bargain at the time for a 500 VII!!!)
I called and the first person I talked to said it was out of stock, I'd missed it.

I called later that day and got a different person, and she insisted it was still being held for me, that they needed to talk to me before shipping.

That may have been true, I don't know, but what arrived at my door I swear was in it's plastic untouched, brand new.

https://photography-on-the.net …showthread.php?​p=18042219


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dmead516
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Jan 27, 2017 08:06 as a reply to  @ jmckayak's post |  #10

YEP! IT pays to not take "No" for an answer! Of course that does get me in trouble in other areas too....:rolleyes:


1DMK3, 1DMK4, 1NRS, 5DMK4, 16-35 4.0, 24-70 2.8, 70-200 2.8 II, 70-300 4-5.6L, , 17-85, 50 1.8, 18-200, 135L, Mamyia 645AF, Metz 60-Ct-1, Metz 58

  
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dmead516
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Jan 27, 2017 08:07 as a reply to  @ CyberDyneSystems's post |  #11

Another satisfied customer! Man, that would really P### me off if I had laid out that kind of coin and they played this game. Glad yours turned out good!


1DMK3, 1DMK4, 1NRS, 5DMK4, 16-35 4.0, 24-70 2.8, 70-200 2.8 II, 70-300 4-5.6L, , 17-85, 50 1.8, 18-200, 135L, Mamyia 645AF, Metz 60-Ct-1, Metz 58

  
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dmead516
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Jan 27, 2017 08:14 as a reply to  @ CyberDyneSystems's post |  #12

So, off topic-what was the 1D3 debacle you mentioned in the post about the 500mm? I have one but have a 1D4 now in its place.


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CyberDyneSystems
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Jan 27, 2017 17:45 |  #13

Have you got some time for light weekend reading? ;)

In brief,

- 1D3 was released with bad AF problem.
- Canon was far too tight lipped about owning up while the internet was on fire,
- millions of words typed in thousands of angry threads across all Internetdom
- Problem was not consistently bad through out all bodies,
- so also the biggest "your doing it wrong" witch hunt in internet camera history with the fanboys wanting to burn all 1D3 complainers at the stake.
- After over a year, many firmware updates and TWO Official Canon recalls for hardware, some 1D3s (not many, but mine included) were still pants. Unfixable apparently.


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dmead516
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Jan 27, 2017 19:47 as a reply to  @ CyberDyneSystems's post |  #14

Yeah when I bought mine off of ebay (AFTER I had purchased it and it was in transit) I found out about the AF issues. Good timing, huh?
However I sent it to Canon and they checked it out and it was fine. But I did not know the history of the 1d3 folies, so thanks for that. So, Canon is denying any issues while the internet was blowing it up! Great.

Thanks


1DMK3, 1DMK4, 1NRS, 5DMK4, 16-35 4.0, 24-70 2.8, 70-200 2.8 II, 70-300 4-5.6L, , 17-85, 50 1.8, 18-200, 135L, Mamyia 645AF, Metz 60-Ct-1, Metz 58

  
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Jan 30, 2017 16:41 |  #15

CyberDyneSystems wrote in post #18257226 (external link)
Have you got some time for light weekend reading? ;)

In brief,

- 1D3 was released with bad AF problem.
- Canon was far too tight lipped about owning up while the internet was on fire,
- millions of words typed in thousands of angry threads across all Internetdom
- Problem was not consistently bad through out all bodies,
- so also the biggest "your doing it wrong" witch hunt in internet camera history with the fanboys wanting to burn all 1D3 complainers at the stake.
- After over a year, many firmware updates and TWO Official Canon recalls for hardware, some 1D3s (not many, but mine included) were still pants. Unfixable apparently.


Hmmm, that sound like the recent 7D2 focus issues after it was introduced but on streroids. ;)

Doc


Canon EOS 20D | 1 7D gripped | 2 7D2's gripped | EF 70-200 F2.8 L IS | EF 100-400mm F4.5-5.6L IS II USM | EF 24-70mm f/2.8L II USM | EF 50 F1.8 | Sigma 17-50 F2.8 OS | Canon EF-S 10-18mm f/4.5-5.6 IS STM | Canon Extender EF 2x III | Editing of photos is okay.

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Buyer Beware! Canon refurbished website errors
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