canon 100-400 is lens repair again

Balb0wa · 6 Apr 2006 at 17:31

Well my lens has been in again, kept getting lockups on it.

Turns out the IS unit has failed for a second time in 2 years.

The first time the lens was just out of warranty and cost £155 , the second time it cost £123.

Canon tell me the IS unit part is guarantead for 6 months.

Ive told them im not happy that it should fail so much and it must be a known fault, there going to ring me back and update me, well they should have rung by now ;-(

Surely the lens is not fit for the purpose of using it, you spend £1300 etc and it breaks every year.

The lens is covered by a mack warranty but thats not the point.

Balb0wa · 6 Apr 2006 at 17:52

I think its a known fault, reading on fred miranda etc, i did put a letter saying i wasnt happy that it was the second time, didnt do any good.

When i mentioned writing a letter to head office on the phone, he said he would try and get the bill reduced. (He said he would call back today, he hasnt)

I think they will get the hair dryer treatment tomorrow.

Yes the replacement IS unit is only covered for 6 months, i said thats very poor,lol.

Balb0wa · 6 Apr 2006 at 18:59

Fstop11 said:
It means when you say goodbye to your beloved tools for upto 10weeks you will at least have a temporary replacement.

hehe, i just make do with my 70-200 2.8 Non IS, least the IS wont break on it!

Balb0wa · 7 Apr 2006 at 11:25

Thanks goldenape, been on the phone to consumer direct, they agree that it shouldnt happen.

Rang canon again this morning, there not budging, there saying basically if i use it , expect it to break ! lol, i must have used it for 400 shots if that.

I said to her, right so if you go out and buy a tv for £1300 and use it for a year then it breaks,then pay for a repair and for it to break again, would you be happy that you got a yrs service out of it, she said no she wouldnt. lol numpties !

Anyhow ive wrote them a letter, not to good at letter writing:

Hello,

My canon 100-400L IS lens has just been sent to canon for repair for the second time in one yr. The IS unit has failed again, which im very very unhappy about.

Order number 2-05-300434 £158.61
Order number 2-06-300814 £123.38

For the unit to fail is unacceptable, and shouldn’t happen, obviously the lens is not fit for the purpose it was sold. Under the sale of goods act 1979 section 14 , the lens should work ok for roughly 6 yrs. I have contacted www.consumerdirect.gov.uk and trading standards and there very interested in this case. They think I have a very good case.

I have tried ringing canon , and told them of my plight, the first person I spoke to on the 6th of April 7, 2006 , he promised to ring me back the same day it was about 1pm I called but he failed to ring back.

The second person I spoke to on the 7th April 7, 2006 , was very understanding, but basically after speaking to the technical manager she said , that because I use the lens then I should expect it to wear out even after a year of a previous repair which I find a joke.

For one the lens has hardly been used , id say 200 shots in total, hardly wear and tear now is it.

Its like if I buy a tv, and watch it , I should expect it to go wrong after a year, and it would be acceptable, that’s so wrong and theres a law against it.

Please look into this , I thought canon would be a good company for sorting troubles out, after all its not a cheap lens to start with.

I look forward to your reply.

Many Thanks

Balb0wa · 7 Apr 2006 at 12:51

Thanks goldenape and mr109, nice letter there, i wish i was good at english ;-)

lol.

Balb0wa · 11 Apr 2006 at 17:45

Result , just got this through email ;-)

Dear Sir

We have had a look at your lens and as a gesture of goodwill without and
admitting no liability we will repair it free of charge for you.
The unit will be returned to you on completion of the repair

Kind Regards