topic Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM in EF & RF Lenses

Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

canon_user8 — Sat, 11 May 2024 18:45:04 GMT

Zoom Ring not Working on a Brand New Lens (Stuck and Yes I did make sure the lock was turned off)

Hi gooday, I just bought a RF 24-70mm f2.8 lens and I turned the zoom ring and it was completely stuck. I did make sure the lock was turned off and still nothing. Does anyone know what I can do to remedy this?

I'm not from the USA or Canada so I can't simply send it in.

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

AtticusLake — Sun, 12 May 2024 08:12:22 GMT

... I turned the zoom ring and it was completely stuck. I did make sure the lock was turned off and still nothing.

The lens is clearly defective. As long as the lock switch is truly off, the zoom ring (the wide one nearest the camera) should turn easily, and the lens should extend. It doesn't need to be connected to the camera. (I just checked all this on my copy of that lens.)

Does anyone know what I can do to remedy this?

I'm not sure what you're getting at here. Are you contemplating opening up the lens? On a brand new, very expensive lens, I would say that's an extremely bad idea. I've never tried anything like that, but I guess that unless you're actually a lens technician, you'd have real trouble ever getting it to work again.

I'm not from the USA or Canada so I can't simply send it in.

I'm also not from the USA or Canada, and yet when my camera needed fixing I got it done by Canon under warranty almost by return mail, no problem.

So I guess you mean you bought the lens grey market. This, I'm afraid, is why you shouldn't buy camera gear on the grey market. Still if you have an actual seller you can contact, your best bet is to take it back for a refund.

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

canon_user8 — Sun, 12 May 2024 13:45:02 GMT

Hi AtticusLake, I did not buy the lens in the grey market, nor am I planning to open up the lens. It will void my warranty, the lens is a genuine Canon lens. It's from Canon, it's been ordered on Amazon by the seller K&M Cameras.

In my country, there are no Canon authorized dealerships. I live in the Caribbean, i'm from the country Trinidad and Tobago (specifically Trinidad). I am not sure how to get the lens to New York, the company is 1 hour away from JFK Airport. I don't have a visa either wherein I can just travel with the lens to get it there.

The lens is extrememly expensive and my God don't get me started on the duty I had to pay on the item when it had arrived in my country. The Duty was 20% and the VAT was 12.5% of the price of the item with tax. Overall I spent about $2950 USD on the lens so i'm terrified of opening it up.

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

Stephen — Sun, 12 May 2024 13:51:11 GMT

Hello!

Can you not return it to Amazon if it was purchased on Amazon?

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

canon_user8 — Sun, 12 May 2024 14:20:52 GMT

For someone from my country, it's not as simple, nor is it cheap to do so. There aren't any places to return, your only option is FedEx which is fast but expensive or TTPost which is still a bit costly, but very slow.

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

canon_user8 — Sun, 12 May 2024 14:45:00 GMT

Video link to defective lens:

https://www.youtube.com/watch?v=7vE9gFGyCjM

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

shadowsports — Sun, 12 May 2024 14:45:24 GMT

Greetings,

Sorry for the problem. I don't see many options here. The lens needs to be returned, by whatever methods you have available to you. I am not familiar with buying in the Caribbean. For Trinidad and Tobago, sales is handled by Canon Latin America.

Canon Latin America: leader in digital imaging solutions

You'll have to get your refund or exchange from the retailer where you purchased the lens. Moving forward I'd contact Canon and see what they recommend, where to buy, etc.

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

ebiggs1 — Sun, 12 May 2024 15:05:31 GMT

" I did not buy the lens in the grey market ..."

Well technically you did. Any lens not sold by a Canon USA authorized dealer is grey market. Unfortunately for you, Canon USA is not responsible for warranty repairs or replacement. Amazon itself is an authorized Canon USA retailer but the vast Amazon market place is, who knows and, unlikely to be. However, Amazon has great power and can probably see you get this resolved and may even pay for the return and/or replacement. Contact Amazon if the store you bought it form doesn't respond.

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

AtticusLake — Sun, 12 May 2024 15:11:11 GMT

Ah, then I'm sorry to hear about your problem. You're from a beautiful place, but I guess there are downsides. (I've never been to Trinidad, but I did sail to Old Providence Island once.)

Hopefully the other replies here can be of some help.

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

canon_user8 — Sun, 12 May 2024 15:48:28 GMT

The seller of the lens is K&M Cameras, based in NYC, they sell the lens on Amazon. I contacted them and yeah they're able to take it back. The problem is the taxes & duties, my country charges you based on the value of the item, not the invoice.

So if I didn't pay for any replacement, they're gonna find the value of the item and charge me more duty which is $850 USD. Sucks. Plus I have to pay around $200 USD to send it in.

I have the funds for it but man it hurts spending so much.

https://kmcamera.com/ (the Amazon store website)

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

canon_user8 — Sun, 12 May 2024 15:49:31 GMT

Hi Rick, where would you recommend I contact Canon?

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

Stephen — Sun, 12 May 2024 15:52:14 GMT

In Trinidad, you'd visit Canon Latin America (weird, I know) at https://cla.canon.com

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

canon_user8 — Sun, 12 May 2024 16:28:49 GMT

It's fine, I guess i'll see what happens next. Kinda sad but nothing I or anyone else can do except the seller.

It's interesting that you sail, I have a friend from Sheffield, England who use to sail when he was younger. He worked as a Skipper for many years and sailed around the Caribbean.

Really nice guy, I had met him because he's left Sheffield to practice Buddhism as a monk and he had talked about sailing around the Caribbean etc. That does sound like a lot of fun, but i've never been sailing so i'm not sure.

I'll be honest, if I hadn't met him, I wouldn't be alive today if he hadn't turned up in my life. I was stuck in a really dark place in my life when I was 16 years old (i'm 25 years now).

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

canon_user8 — Sun, 12 May 2024 16:33:14 GMT

Unfortunately, there's no contact number for Trinidad & Tobago. Thanks for looking into this tho~

Also I had purchased it from the USA.

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

Stephen — Sun, 12 May 2024 16:43:29 GMT

The number you would dial is +507 360-1499.

The Canon USA repair facility cannot ship products outside the United States, nor can we receive products from outside the US. Our facility isn't equipped to deal with import/export (duty fees, etc.).

Again, you may want to contact Amazon directly to see if they offer any recourse.

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

canon_user8 — Sun, 12 May 2024 17:02:36 GMT

+507 is Panama. The company did not directly ship it to me, I have a USA Skybox address and the courier ships it to me.

I contacted Amazon, they're of no help on this matter.

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

ebiggs1 — Mon, 13 May 2024 13:54:20 GMT

Unfortunately that is the situation you find yourself in. I am not familiar with K&M however if you did not receive a Canon USA warranty card in the box along with the lens it is a grey market lens. Sometimes grey market items are sold at a less price point so I hope you got that in the deal. Perhaps that will offset the cost of return.

My advice and I suspect the advice of many of the long time forum members is to avoid Amazon for photographic gear unless you now exactly what you are ordering and from whom. Also same advice goes for eBay.

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

ebiggs1 — Mon, 13 May 2024 14:00:57 GMT

BTW, canon_user8, long time forum members hear this and about this a lot. People not satisfied with Amazon camera deals. The huge camera packages get the most unhappy people. They are junk but sold with great advertisement and glitter and unsuspecting buyers are not savvy in photography.

We all feel for you whatever that consolation offers you.

Re: Zoom Ring not Working on a Brand New RF 24-70mm F2.8 L IS USM

shadowsports — Mon, 13 May 2024 14:19:29 GMT

The link I provided has a contact us option.