Warranty service fail

Wow, I am really upset. I got my 17-55 back today, and I shipped it to them in the retail box with the plastic bag and the cardboard spacer that also holds the CD and warranty cards (which I did not send)... It came back with no bag and the spacer gone, AND THE MORON PUT THE STYROFOAM IN BACKWARDS. The lens was completely loose in the box and the rear cap had come off. Fortunately the lens appears to be intact, although I still feel like it is missing focus and is a little soft wide open, but maybe it is me or the somewhat low light of my basement where it can't get a good lock. Who knows if it would be better if they had just packed it right.

Not sure what to do now or if Canon will even care if I call them to complain about it.

Are you going to post some examples?

You're not supposed to send all that stuff in. Remove filter if any, put both caps on, plastic bag, two wraps or so of bubble wrap and shove in box.

I'm not getting on you as I have certainly had my share of issues with service and don't doubt for a second what you say is factual.

I have been explicity told by CPS not all of the techs who work on repairs can speak English. Not that language has any bearing on being lazy or an idiot, but how exactly are these people supposed to comprehend what we write on the service ticket?

No wonder it takes three times to get something fixed properly. I can't say for certain whether it's the language barrier, laziness, or ignorance, but any way one stacks it, it doesn't make for a good situation.

Send it back and keep sending it back. If it returns with issues again go up the food chain and be vocal.

My personal opinion is they don't care unless you get mad. Then they will move for you. Of course, I have had a miserable couple of months going in circles and have wasted many hours due to their incompetence, so I may be just a little biased.

(CPS Platinum and New Jersey)

It actually seems to be focusing better despite the rough ride. Still misses a bit, but what can you expect in a basement with just 65W flood lights, it's probably not any better or worse than my other lenses do wide open. Amazingly sharp though.

If they don't want you to send in that stuff they should say so. I figure the retail box the best thing to send it in (in another box of course with some filler) since it holds the lens firmly in the styrofoam...if of course the inserts are put in the right direction...

Keyan wrote in post #13947778
If they don't want you to send in that stuff they should say so. I figure the retail box the best thing to send it in (in another box of course with some filler) since it holds the lens firmly in the styrofoam...if of course the inserts are put in the right direction...

Last time I sent in a lens, they did clearly state that they didn't want all the other crap and that they would not be responsible for it. Perhaps you missed all this in the instructions.

Did you call or submit the request online? I did everything online and in no e-mails I have with the shipping instructions or during the process online did it state to NOT send the box. It just makes a big deal about making sure you send it with suitable packing material...I guess I overthought it

Next time I'll just put it in a bag and wrap it up and not send the box, I guess I'm lucky I got it back at all!

I just sent my 70-200 in to CPS Irvine to get a clean and check. I sent it in with just the caps and the bag that it comes in. Came back packed nicely wrapped in a bag and then inside the case the lens was wrapped in another bag.

Not to mention that during the clean and check it turned out that the circuit board was bad causing the auto focus not to work properly. They replaced the board and some other stuff for Free.

-BA

Brandon Anderson Photos wrote in post #13947843
I just sent my 70-200 in to CPS Irvine to get a clean and check. I sent it in with just the caps and the bag that it comes in. Came back packed nicely wrapped in a bag and then inside the case the lens was wrapped in another bag.

Not to mention that during the clean and check it turned out that the circuit board was bad causing the auto focus not to work properly. They replaced the board and some other stuff for Free.

-BA

Glad your experince was better I sent mine to the Newport News facility.

Yea I've heard different stories from each of the different service centers, I have a friend out in Cali and he recommend that I send my stuff there. So far everything has been great.

JeffreyG wrote in post #13947801
Last time I sent in a lens, they did clearly state that they didn't want all the other crap and that they would not be responsible for it. Perhaps you missed all this in the instructions.

And they still do. When I send in a lens I send in just the lens with the caps, bubble wrap it, insert in a small box and then put the small box in a larger box with more packing material.

Slightly OT but in the same context , similar happened to me sending in my HTC Desire HD, The HTC Chat rep forgot to send me one vital detail... the bit where it said , don't send in batteries sim covers, battery covers, box as they can't be held responsible.

They sent my phone back with no box, no battery , no sim cover and no battery cover... just a shell.., they fixed the screen though..
After complaining , they sent my actual parts back with an apology.

Regarding Cameras, lenses, I always usually send in its original box, they can have no complaints about poor packaging.

Keyan wrote in post #13947778
It actually seems to be focusing better despite the rough ride. Still misses a bit, but what can you expect in a basement with just 65W flood lights, it's probably not any better or worse than my other lenses do wide open. Amazingly sharp though.

If they don't want you to send in that stuff they should say so. I figure the retail box the best thing to send it in (in another box of course with some filler) since it holds the lens firmly in the styrofoam...if of course the inserts are put in the right direction...

So why do you keep shooting in a dim basement? If you want to check the efficacy of the repairs, take it outside in good light and give it a run-through. Trying to lock focus in a dim basement isn't doing any good...and is noy way to judge the repairs.

Call Canon, they care. They've got a team member who is trained to care and make you feel better.