opinions wanted regarding a lens rental "issue"

So, if I have read things correctly, you picked up this lens from a rental house and left with it, as opposed to recieving it via mail or UPS, etc, right? You did not inspect the lens at the counter before leaving to make sure all was in order? Would you rent a car or rental van without giving it a walk around before you left the lot to make sure all dents and dings present are accounted for so YOU are not to be blamed for this undocumented damage?

Sure, all should have been in working order, but making sure you are getting what you expect prior to leaving is just as important. This does not justify the customer service or lack of you received, but would have eliminated the opportunity for BAD service since you did have the opportunity to inspect prior to leaving with the lens.

I hope both you and the vendor learned something from this!

Not to beat a dead horse on this topic, but I don't agree that the customer was in the wrong by not fully inspecting the lens hood before leaving the store. I would have taken a good look at the lens but likely would have assumed a hood was just a hood. You expect them to twist on and stay put... at least all mine do. Inspecting a lens hood is definitely not the same as inspecting a rental car where they might try charging you $500 for damage.

Anyway, glad it was resolved. I hate to make a fuss about things and probably would have had the same internal battle about whether or not to press the issue.

I rented from them many times in the past and everything was good. But yes, I agree I should have double checked. Lesson learned, glad it wasnt something more $eriou$ However, it was a 100-400mm, so what little inspection I did do was to make sure the glass was ok and that the thing locked and pumped dust. I also would like to assume (and keep assuming that places that rent gear routinely inspect their stuff, and replace little bits liek this if needed. The clerk, who I also found out was the rental dept. manager, was basically like "oh yea, that. Just hold it with your left hand so it doesnt fall off" Um, no thanks! It was clear they knew it was busted and had been for a while.

ya know, I gotta say, a few years back I would've agreed with you but no longer. I used to walk around a rental car with a magnifying glass. No more. Know why? Cause of cameras. Yep, cameras. I just rented an SUV in Las Vegas. I didn't spend a minute looking it over. And it had a dent in the driver's door I saw later. And I didn't worry a bit about it. Firstly, any rental company looks over their goods and knows what is damaged and what is not. Unless they are the most unscrupulous company on earth, they are not going to blame you for the damage done previously. They look over the cars. They note it on the rental agreement (as I subsequently saw on mine.) They have very good video cameras in the garage that show the car coming and going.

As for this case, a hood is a big deal. I never shoot without one, both for flare and to protect the lens element. It's too bad the OP wasn't offered an immediate discount on that rental, not on a subsequent rental, for I'd certainly never rent from that store again.

Shane W wrote in post #16268755
So, if I have read things correctly, you picked up this lens from a rental house and left with it, as opposed to recieving it via mail or UPS, etc, right? You did not inspect the lens at the counter before leaving to make sure all was in order? Would you rent a car or rental van without giving it a walk around before you left the lot to make sure all dents and dings present are accounted for so YOU are not to be blamed for this undocumented damage?

Sure, all should have been in working order, but making sure you are getting what you expect prior to leaving is just as important. This does not justify the customer service or lack of you received, but would have eliminated the opportunity for BAD service since you did have the opportunity to inspect prior to leaving with the lens.

I hope both you and the vendor learned something from this!

Is a hood important? Sometimes. But for flare? Not really on a zoom (unless used at 100mm in this case), and probably not at all when using it on a crop body.

Now if the front element had been damaged because the lens hood wouldn't have protected it and you were charged for the damage, then I would have a problem.

Think of a rental car that has been dogged out. Does it get you from point a to b? Yes. Does the visor on the passenger side fall down over every bump? Of course, but what did you expect?

Should the rental company have informed you and/or fixed the problem before you rented the lens? Yes, but really it isn't a big deal. I'm surprised it even came with a lens hood. you rented the lens, not the lens caps, lens hood, carrying bag, etc...

borrowlenses.com is somewhat local...i just looked, and i guess they don't have a pick up spot over in the east bay anymore...but they've got quite a few throughout the bay area

I expect a car that does not have a visor that falls down. That's why I rent from reputable companies like Hertz or Enterprise and not Rent-a-Wreck, where I WOULD expect problems and I'm not paying a premium.
And he didn't just rent a lens, he rented the lens and everything that comes with it when you buy it new. Do they take the radio out of a rented car, sell it for profit, and leave you a car without it?

adam8080 wrote in post #16273182
Is a hood important? Sometimes. But for flare? Not really on a zoom (unless used at 100mm in this case), and probably not at all when using it on a crop body.

Now if the front element had been damaged because the lens hood wouldn't have protected it and you were charged for the damage, then I would have a problem.

Think of a rental car that has been dogged out. Does it get you from point a to b? Yes. Does the visor on the passenger side fall down over every bump? Of course, but what did you expect?

Should the rental company have informed you and/or fixed the problem before you rented the lens? Yes, but really it isn't a big deal. I'm surprised it even came with a lens hood. you rented the lens, not the lens caps, lens hood, carrying bag, etc...

JAZZ D.P.G. wrote in post #16264948
Poor customer service and an obnoxious attitude will be the downfall of any business.

E-mail or call the owner of the business and tell them the whole story. If they don't fix it (discount this rental) then they don't care about the customer as much as they should. Chances are that if you're a repeat customer, the owner will want to take care of you.

Leaving it to a counter clerk to decide is not getting the full response from the company.

If it was a manager or owner, then you know where they stand, and can vote with your wallet next time.

Yep, that would be the last time I rented from that company.