Canon Lens Warranty Update

[HARIMAU1610]

I spoke to Canon today about my warranty on the 400 5.6 L lens. I was told that they are waiting for a part and the lens/hood will be fixed under warranty. However they did inform me that they are not responsible for replacing my lens and this by law lies with the supplier of the lens. I have also asked Canon to look at another problem I have encountered with the lens and wanted to know if anyone else has had the same problem or have I just been very un lucky with my first Canon lens. When attached correctly to the 3O D body the camera and lens have some play in the connection probably about 2-3 mm maybe more but its very noticable and I presumed when I first had the lens maybe this was exeptable? I have never owned a lens and body until a month ago and wondered if this movement is normal with lens and boday attachings? I will need to ring canon again and check this is being sorted and if it is not then I suppose I am going to have to try for a refund or a brand new replacement....

Thanks Ian

[Ollie]

Originally Posted by HARIMAU1610

I spoke to Canon today about my warranty on the 400 5.6 L lens. I was told that they are waiting for a part and the lens/hood will be fixed under warranty. However they did inform me that they are not responsible for replacing my lens and this by law lies with the supplier of the lens. I have also asked Canon to look at another problem I have encountered with the lens and wanted to know if anyone else has had the same problem or have I just been very un lucky with my first Canon lens. When attached correctly to the 3O D body the camera and lens have some play in the connection probably about 2-3 mm maybe more but its very noticable and I presumed when I first had the lens maybe this was exeptable? I have never owned a lens and body until a month ago and wondered if this movement is normal with lens and boday attachings? I will need to ring canon again and check this is being sorted and if it is not then I suppose I am going to have to try for a refund or a brand new replacement....

Thanks Ian

Hi Ian.
Well first the good news that Canon are going to fix the lens hood under warranty. Pity about having to wait for a part that is bad luck.

Interesting point about the supplier being responsible for replacing the lens though.

I have the same lens but a 400D body. The lens does have some play when correctly fitted to the 400D body, as does my other lens the Sigma 50-500mm I would guess the free play on mine is about a couple of mm and I have always thought this was acceptable and normal. Both lenses take photos ok with no problems at all so I think the free play you mention must be normal.

Hope you soon get it back and are taking great photos again
Roger

[HARIMAU1610]

Cheers Ollie

I have been told the lens will be posted back next week. So not a huge wait.....Im looking forward to getting it back......

Take care

Ian

[Ollie]

Originally Posted by HARIMAU1610

Cheers Ollie

I have been told the lens will be posted back next week. So not a huge wait.....Im looking forward to getting it back......

Take care

Ian

That's great news Ian, It can be very frustrating when something like this happens through no fault of your own but that's life I guess.
Roger

[Boddie]

We had a similar thread about the movement a while back and I guess mine has rotational of about 2 mil on a 30D body

[nightshade]

So where does the supplier stand in all this, was he approached at all?

[Boddie]

Some one ebay are not ideally set up to deal with warranty. I am guessing that if Canon felt a lens should be replaced that Ian would honour that. I have always found him to be very fair. Lenses from him are significantly less expensive and he has sorted dozens of us out now without problem. This just sounds like a bit of bad luck.

[nightshade]

There are several instances of this O-ring turning on photo forums
best ask Canon how to avoid it

[eeyore]

I can second what andrew says here, however canon are being slightly disingenuous - although it is true that exchanges are normally dealt with via the retailer the manufacturer is obliged to repair the lense or replace it if repair is not possible under the terms of the manufactuers warranty which is seperate to the whatever warranty the retailer offers.

the only proviso being that you must have a receipt showing that the lens was bought new

as regards the rotational play in the mounting I experience this with all my lenses on the 20D and it is considered completely normal and nothing to worry about

[MTR]

Hi Ian

I use a Canon 30D with a Sigma 50-500mm and I have the same movement between the camera body and lens. This is the same for Steve (Fourwings) and he uses a Canon 20D and a Sigma 150 macro lens. I guess it must be a fairly normal thing with Canon cameras.

I feel sorry for you having had problems with your new lens, it must be very dis heartening.

The one thing that I know that canon do when they get equipment back for repair is that they will check all the functions of your lens ie focusing, focusing speed, lens alignment etc.
It will be put through a total QA procedure. I have heard that they come back better than a new lens which sounds strange. I'll try to explain:- this is because not all lenses that are made in a production line are put through this type of quality check, probably only 1 in 50 are pulled out of the production line for this kind of testing.

I know this because several years ago I had a bad Canon T90 it also took about 4 weeks to turn around. When I asked them why 4 weeks to repair a camera they told me about the testing procedure on ALL! canon products.

Hope that has cheered you up a bit!!!