Hypothetically, faulty new gear: repair or replace?

Hi all:
Hypothetical scenario:
You buy a new camera body (or lens) and it is found to have a flaw, possibly only minor, but enough to irritate you, the classic example being front or back focusing. It's consistent, reproducible, and not user error - it's real.

What should you do about it?
One school of thought says that if one thing is bad, something else probably is too - the unit is a dud and should be replaced.
Another says that this flaw may be the only thing wrong with the unit, and to get an exchange may just give you the same problem again, or a different one.

To keep thing fair, assume that there is no urgent need for the new unit, and a delay of say 2 weeks would be required for repair under warranty; assume that a replacement is in stock and immediately available, no questions asked.


This debate comes up from time to time, and I can see merit on both sides of the argument, so I thought I'd throw it open to the panel. I'm hoping to be able to get off the fence on this one.

Voter ID is confidential. Thanks for your input.

IMO, if something arrives DOA I'd return it. I have a thing about things working off the bat.

xarqi,
Well I chose "Have it exchanged for another copy"
However luckily I have never had to do that in 20+ years of buying photography equipment. I have had similar problems with many other types of equipment though.. and for those it was returned to the seller for a replacement.

I'd always return and exchange first. I'd want a reputable shop and one that I KNOW does NOT sell returns as new but have no idea how to be assured of that.

If I missed the return period, I'd get it fixed under warranty.

I buy bodies from a shop and lenses from anywhere that's the best price - usually over the internet incl ebay (strong feedback only). Never had to return anything.

If within the return period, exchange. If not, have it repaired under warranty. I'd never sell without disclosure.

Mark

This is why I deal with B&H, 14 day return, no questions asked. If I bought a $5000 camera that had issues, they would not only get it back, but I'd send the seller and Canon a piece of my mind. Nothing enflames me more than these mega million dollar companies flodding the market with junk that isn't properly tested yet and expecting us to do it for them, at our expense. </rant>

To me it depends on what it is you're buying:

If I buy something that has a solid reputation over time, then I would be happy to exchange it, knowing that the chances of having two defective units in a row would be slim -- assuming I'm dealing with a reliable vendor who won't ship me units that have been returned by someone else.

With something brand new (like, say, the Mk III or the 40D) I might be inclined to do some research first and, if a lot of people have the same problem, either get a refund and wait, or take my chances on a warranty repair.

I guess it also depends on how antsy I am!

Tony

canonloader wrote in post #4214040
This is why I deal with B&H, 14 day return, no questions asked. If I bought a $5000 camera that had issues, they would not only get it back, but I'd send the seller and Canon a piece of my mind. Nothing enflames me more than these mega million dollar companies flodding the market with junk that isn't properly tested yet and expecting us to do it for them, at our expense. </rant>

So is that an option I missed in the poll, return for a refund and not exchange or repair?
Bugger - next poll I post, I'm going to ask first what options people think should be there - I always forget something, and even if there was a way to add them once it started, that would skew the results.

Well, I know some people here who have returned their Mk3's. If their wasn't such a widespread issue with them, and now proof in the recall, no, I would return it for a new one. And I wouldn't be happy about having to do even that.

But, I am the kind of person who waits for a year or two before buying any new versions of anything. Especially software. If Canon wants to sell Beta Cams, then the price ought to be cheaper.

I'd return for an exchange and keep doing that until I got a good one. Or gave up and got my money back.

There are plenty of stories (esp. from 1Dm3 and 40D owners) of multiple attempts to get Canon service to correct focus issues. If Canon service won't make it right, the only solution is to keep getting new ones until you get one that happens to be good.

It's become obvious that Canon does not QC all cameras - probably they QA a sample.

Many years ago when I worked for a high-end electronics manufacturer (Tektronix) all oscilloscopes were tested, all of them were then QCd, and 10% went to QA before shipping.

You'll never see this in consumer gear, just too expensive.

-js

number six wrote in post #4214942
There are plenty of stories (esp. from 1Dm3 and 40D owners) of multiple attempts to get Canon service to correct focus issues. If Canon service won't make it right, the only solution is to keep getting new ones until you get one that happens to be good.

I wonder if it comes down to whether people have more faith in QC during manufacture, or technical competence on the part of the warranty service department?

Yeah - I totally agree about your Tektronix example, but for me it was HP (pre-Compaq, of course). Their gear was superb in design and manufacture - the Rolls Royce, if you will, although now VW owns RR, maybe that analogy no longer applies!

--
To all - thanks for your input so far - keep it coming, I'm still on that fence!

xarqi wrote in post #4214989
I wonder if it comes down to whether people have more faith in QC during manufacture, or technical competence on the part of the warranty service department?

I don't think it's a lack of competence. Looks like pressure for production from management. I've seen plenty of that myself.

-js

I'd return it, just as I'd return a malfunctioning appliance or a scratched CD.

number six wrote in post #4215051
I don't think it's a lack of competence. Looks like pressure for production from management. I've seen plenty of that myself.

-js

Let's say efficacy instead of competency then. The people may well have the skills.

Depends on what was wrong of coarse but I have heard nothing but good things about Canon Service. You would probably get one back, fine tuned by a pro. Instead of another one off the assembly line. I have seen such cases in many lenses threads on this sight.