Upload & Sell: Off
| p.1 #1 · Canon/USPS broke my lens: What to do now? [UPDATED] |
Hey all, just wanted to start off by saying that I don't want this to turn into a bash/praise/pitchfork riot thread, something wrong happened to me, and I am looking for advice to resolve the conflict in the best manner possible.
For reference, I am a CPS Gold member.
On July 13th, I shipped my 7D, and 24-70 2.8 to Canon Irvine for repair.
I had purchased the lens here on FM two years ago, and the zoom ring no longer fully extended (so that at full range it was more of a 26-67mm) I was hoping for Canon to give me an estimate for repair, after which I would decide if repairing was worth it.
The exact description I sent the lens in with was "Has lost zoom range at short & long end, now is a 26-67, not 24-70 (as the zoom doesn't fully extend either way anymore)"
Upon recieving the lens, Canon emailed me a quote for $274.59, stating on the spec sheet "Impact damage to lens. Remove damaged filter. Check all to factory specs. CPS 30% applied. Please respond to estimate."
I called Canon, and "okayed" the repair, but made sure to let the service representative that I had sent in the lens with a filter, and that the filter was absolutely fine, restating the original reason I had sent the lens in, and the customer rep stated that she made a note of such in the file, as well as requesting that the filter also be sent back to me (an $88 B+W haze)
On July 23rd, I recieved a revised statement quoting the same, but with a "new" repair price of $462.37. This seemed outrageous to me, but since the lens was already there, and the reason I had sent it in was to fix it up because I was planning on selling it, I bit the bullet and told them to repair it. (A friend had the same issue on his repaired for about $180 the previous month, so I should have sensed something was up...) The revised estimate made no note of the "additions" that were supposedly added on my previous call, so I assumed they were on an internal repair log, and that things were taken care of.
Jump to today, I received the lens back, (no filter even present...), and with a HUGE chip out of the lens cap. The repair sheet stated: "Your product has been examined and it was found that the lens assumbly had been impacted causing the zoom ring to catch. The lens assembly was replaced. Adjusted centerting/tilt/best focus & cleaning. Product functions were confirmed. - Again, no mention of the addendum that had supposedly been "added" by my chat with customer service on the phone...
The (replaced) parts list was such:
Sleeve filter, focusing ring, Lens Assy 4-5th group, rubber mount, shield dust, collar, power diaphragm assy.
I was floored, not only had I paid for more than I bargained, but my lens was actually FURTHER damaged between when I shipped it, and when it came back to me.
This leads me to two possibilities:
1. USPS damaged the package while en-route, and Canon signed for it (releasing USPS of liability) - This seems strange to me as first, I had the package professionally packed infront of my eyes at a packing center, and second, it was clearly marked as insured, with $2100 taken out as insurance on shipping (as I had shipped it attached to my 7D body)
2. While at Canon Irvine, and between their appraisal of the initial cost, and the actual fixing of the lens, the lens was dropped in-house. Based to the damage/chip to the lens cap (and what I can only assume is the poor remnants of my B+W filter) this thing would have to been dropped from at least standing height, and from how well it was packaged, I have a very hard time seeing how you could damage a package this bad, and still have Canon Irvine accept it.
I called Irvine today, and was informed that because it was accepted by them, and that they don't think the damage was done while shipped back to me (via FedEx) that I need to file an insurance claim with USPS. This irks me for two reasons, first that Canon Irvine would have had the gall to accept the damaged package, and second, should I even be successful, I still paid out a repair cost to Canon that I had not even incurred! (also, as it was attached to my 7D, it may have also been damaged past what I initially sent it in for...)
I am at a deep loss for what steps to take next, and would appreciate any input that fellow FM'ers have to offer, I am regretful that my experience may turn into one of those Canon repair "horror" stories, and I sincerely hope that a resolution can be made, any advice would help.
The lens before shipment:
The lens upon return (hastily taken, was a bit shaken)
Feeling at a loss in rainy southeast Alaska,
First off, thank EVERYONE for their kind advice, it really helped me sort out how I want to deal with this.
I called Canon on Wednesday, and upon reaching a manager, stated my previous reasonings, they informed me that even if all the boxes are signed for, they are still sent back if when at opening, damage is detected. I pointed out that if that was the case, then the damage would have had to occur while at their facility. I referenced the previous call to their customer care where I stated quite clearly that the lens, and filter were not impact damaged, which is on tape for the record. I was then put on with a supervisor who then escalated the issue to canon customer relations.
I re-explained everything as above, and was told that Canon stands 100% behind their technicians, and that the customer rep couldn't explain how or when the damage occurred (assuming it occurred at their factory), or why then, they didn't send the package back if it was damaged. The rep did offer a consolation of trying to find a used replacement filter for the one discarded at the factory, but I am still out about $450.
All I really wanted was to know where in the chain my lens was dropped... but I guess that isn't happening.
Notes based on FM feedback:
1. I had seen no literature canon sent to me indicating I needed to remove filters before shipping
2. Re-Sending in the body attached, probably not the best of ideas, I was in a bit of a rush, which is why I brought the whole thing down to professional packaging services.
3. Small claims court - ugh, no thanks, even more money/headache
4. Just letting it slip by due to small monetary amount in the long run - Money is money, it could be 1k next time, who knows, that was even after my 30% CPS applied, I have no desire to pay any more than I have to for damage I did not incur.
Based on my experience, I am no longer recommending Canon to others, the process was just too tiring to put anyone else through. (on the same note, I will not be using USPS for high-dollar shipments anymore, though I really do like to support them, as once they're gone, UPS and FedEx prices will inevitably creep upwards)
I am also discontinuing my use of Canon equipment past this point, as the process of sorting this out has no appeal to me over the long term, and one of their "pro" lenses, over normal usage scenarios lasted me under two years before developing quirks.
Thank you again everyone for your kind advice and time taken to reply, it really helped me get my head around this. All the best to you, and to people of the future searching this post, please do what you can to not fall into what happened above.
Edited on Aug 03, 2012 at 04:02 PM · View previous versions