So Canon Lost my lens....

So, I sent in my lens to canon to get "repaired" (the grinding focus ring issue + cleaning). Canon sends the lens back to me, and the lens was still dirty, and the focus ring was still not working, so I send it right back to them.

Guess what...I get a call this morning saying that the serial number on the lens doesn't match the serial number on the paperwork, and im like WTF.

They are doing an "investigation" now, but they can't locate my lens, and the lens they have has never been to canon before, so they don't know where it came from.

has anybody had this happen to them before? am I going to get screwed over by canon now?

Don't get out the jack handle yet.

S--t happens.

Be patient and things will work out.

...the worst that can happen is you get a new lens.

John_T wrote in post #8159770
...the worst that can happen is you get a new lens.

bet it's not...

tstowe wrote in post #8159813
bet it's not...

Please do share your vast experience with Canon for us.

So far Canon has come good for over $2k for me, without my even asking. The only times I have heard of them not coming good was when somebody was trying to pull a fast number on them.

I hope they come thru for me, I am definetly not trying to pull a fast one, I just want my lens repaired before the warranty runs out in July. They didn't seem too sure on what was going on, and I was stupid for not checking the serial number when i got the lens

my friend sent his camera in for repairs. and they put gouges in his camera ( canon irvine) and they wouldnt repair it, or even fix the original problem it had.. and it was all under warranty.. his homeowners insurance policy covered the damages.

Did you send them the invoice or the warranty card?

If it's the invoice, it can happen. Stores have to manually copy the S/N from the Canon box to the invoice when they sell it to you... sometimes people can make mistakes while copying. Canon through investigation will find out that the lens was really sold to that store around that time, and hopefully the S/N will get corrected. Do you have the S/N on the box? If yes, if it differs from the paperwork, tell them what's written on the box. Maybe they can find your lens this way.

John_T wrote in post #8159770
...the worst that can happen is you get a new lens.

I'm betting the worst that can happen is that he gets a refurb lens.

I got everything, the receipt, the warranty card, the box. I sent it all in to canon and they know what my serial number is. They just dont know where it is. I'm calling them back today to check on the status. Hopefully by now they found my lens

And I don't mind a refurb lens as long as is just as sharp as my old one, and in like new condition like my old one. (except for the focus ring of course )

John_T wrote in post #8159895
Please do share your vast experience with Canon for us.

Canon, Nikon, whoever... How many big companies do you know that jump up and say, "It's my fault." Maybe after a few weeks or months on calls back and forth.

If you don't get satisfactory results from Canon Factory Service, do what I did when they ignored my email concerning a repair on my 1D3. I wrote a letter to the Canon USA president ... problem resolved within a couple days.

Let us remember that when we post and read on a forum that text can some times come across with an unpleasant tone. That does not however mean that that tone was intended by the original poster of said statement. Following up such statements with name calling is not acceptible. I have edited the name calling out of the post. Let's not have anymore of it please.

ImRaptor wrote in post #8163861
I'm betting the worst that can happen is that he gets a refurb lens.

Not really sure. I've had some crazy things happen in the past. Not with Canon but other situations. Best thing is to not lose your cool and just take it from there. If you blow up on them sometimes they become reluctant to help you at all. In fact it could turn them against you. There are other options. Just see what happens and take it from there.

I just want to let the OP know that Canon lost my lens that I sent in for repair last summer. They had a record of the tracking number, it showed it was delivered, but they had no idea where it was. They sent me a new lens and apologized for their error.

They did not jump right to it, I got a run around for a few days. They told me that it takes 2-5 days to log a lens when it arrives, you don't count the day it arrived, there was a weekend and holiday in their too. Finally they told me they flat out can't find it and sent along the new one. Not a refurbished one a brand new one.

I have sent a couple of items into Canon and they have been great in all situations.

Just wanted to share my experience.