GRRRR Canon so called warrenty!

[yak.h'cir]

Looking for some advice on the following problem:

Basically i sent my (at the time) 3 month old 17-40mm lens off to be repaired. The problem was the lens was locked in autofocus, and the switch to set manual focus no longer did anything.

After receiving no information from canon for about 3 weeks now i've just given them a call. Only to be told the PCB board was corroded, and the replacement cost would be £109. Now this is a new lens, and i know for a fact that it has never has so much as a drop of water on it! All my lenses are looked after very well. Of course this meant nothing to them and I was told to pay up or they'd keep the lens.

Not very happy to be honest. But do I have any other options?

 

[Mr_Sukebe]

Isn't the 17-40L meant to be sealed to prevent water getting into it? I know that these won't prevent ingress if you drop it in a pond, but I assume that it's not what we're talking about here.

 

[dod]

That's out of order, Consumer Protection, or whatever they're called nowadays, might be able to help?

Actually, where did you buy it? The contract is usually between you and the shop, not the manufacturer. Guessing Hong Kong?

 

[yak.h'cir]

It was brought from Kerso (he imports lens from america and sells them on from scotland), I've already emailed him regards the matter and waiting for his reply. He is an excellent seller and well respected/trusted so hopefully he'll come through.

The 17-40 is weather sealed, but only if you use it on a weather sealed body (350d is not). But to me that means that the lens should have good protection from the elements.

The lens has certainly not been dropped in the pond! And it really has never been wet, i've not actually even used it in the rain. It's always been stored in a dry location and has only had a small amount of use. (its still new!)

I'm definetly not just going to pay up. If there really is a problem with corrosion already then there must be a serious fault with the lenses sealing.

 

[xolotl]

The lens is only sealed with a filter on and on a weather sealed body. Without a filter you will get minimal protection as the front element moves a lot while zooming and focusing.

This is part of the gamble when buying lenses from Kerso/HK. Not protected by consumer laws. If you bought it from a reputable UK retailer you could just take it back and get a refund or replacement.

 

[TheBigCheese]

I've bought from Kerso as well and all my equipment came with international warranties...in that case surely Canon can't refuse to repair the equipment, unless they claim that the user has dropped it in salt water or something similar?

 

[yak.h'cir]

The lens has always had a Hoya Pro1 digital UV filter on the front. I never take it off.

I know thats the risk you take when not buying from a shop. Mind you i'm doubtfull of the chances a high street camera shop swopping a 3 month old lens without referring you to the manufacturer.

The lens is covered by a full canon warranty. But in this case canon are claiming that due to the warranty not covering corrosion I have to pay. If there was no corossion it would be a free repair.

I'm tempted to ask for photographic evidence of the corrosion!

 

[Matt]

I'm tempted to ask for photographic evidence of the corrosion!

Ask for that They will provide photos, i've seen photos from other people's kit that went in for repair.

 

[xolotl]

Mind you i'm doubtfull of the chances a high street camera shop swopping a 3 month old lens without referring you to the manufacturer.

It is the seller, not the manufacturer, who is responsible if goods do not conform to contract.

If a consumer chooses to request a repair or replacement, then for the first six months after purchase it will be for the retailer to prove the goods did conform to contract (e.g. were not inherently faulty)

From: http://www.dti.gov.uk/consumers/Fact Sheets/page24700.html

Basically, the onus is on the seller to repair or replace it. You can simply leave it at their shop and they would deal with Canon.

However, this is just arguing over a technicality. As because its Canon's warranty you're dealing with, they decide what is and is not covered under it.

 

[glitch]

I've bought from Kerso as well and all my equipment came with international warranties...in that case surely Canon can't refuse to repair the equipment, unless they claim that the user has dropped it in salt water or something similar?

There's an International Canon warranty?

 

[Johnny|lucidcomposure]

If you ask for photographic evidence. You'll get it. I dont know what you expect from seeing this as I asked for the same thing when my 20D was apparently corroded from water. I got sent several images but in fairness. How are you going to know if this is your lens the pictures show..

The attitude of them is clearly out of order though.

 

[Psilonaught]

if it costs that much to fix a non IS lens I dread to think how much a repair to my 24-104 would be

I will to be more careful about weather in future!

 

[TheBigCheese]

There's an International Canon warranty?

Yup!

(When Canon honour it... )

 

[yak.h'cir]

If you ask for photographic evidence. You'll get it. I dont know what you expect from seeing this as I asked for the same thing when my 20D was apparently corroded from water. I got sent several images but in fairness. How are you going to know if this is your lens the pictures show..

The attitude of them is clearly out of order though.

I don't know, but it just seems really strange that it would be corroded all ready. I dont see how it could be because i know it has not been near water. It just feels like an easy way of me paying for the repair. Although i dont see why the lab tech would care unless they are on comission.

 

[Johnny|lucidcomposure]

My 20D cost me £380 to be repaired about 3 months after the only time I can recall it getting wet.. But in their defence. It did get a soaking at Oulton Park.

They sent me Photographs of it as my main circuit board was corroded. I think it just comes as a shock to hear but you'll prob just have to pay it.

Me personally I put a claim on the house insurance and it cost me £50 for the excess on taking out the claim. - Although this is different with everybody so you'll have to enquire.

 

[milou]

I onder if condensation would be the cause? Bringing in to a warm place from a cold 'un?

 

[yak.h'cir]

It is insured. Although with the excess and penaltys for claiming it wont be worth it.

I really wouldnt mind coughing up if i knew it had been soaked whilst out in the rain, or dropped in a pond or something else like that. But it really hasn't! Whats to stop it happening every 3 months?!?

 

[Vertigo]

I believe that, legally, if the product is less than 6 months old then the onus is on Canon to prove that the defect or damage wasn't there at the time of sale. I'd ask for such "proof".

 

[iBot]

You get what you pay for with Canon.

 

[Belly]

It might be a good idea to get someone from Canon to read some of the posts on this site, because, generally everyone praises Canon. I've always bought Canons and only ever had to send one in for repair.

If readers like me who are considering up-grading their existing camera (Canon A70) to something like most of you guys have (DSLRs) they might consider buying from another manufacturer, some people like Nikon cameras too.......

Certainly the cost of "lack of good will" will cost them more than they are asking from you.

Why not e-mail them this thread when you next comunicate with them?

Reading this thread I can feel your frustration and believe that Canon should be prepared to show some goodwill to an existing customer! After all you are not asking them to repair a 3rd party lens!