RF24-105 2.8 L IS USM Nightmare

[BRTSQDPhoto]

I am a long time Canon user and just have a problem with the repair service. I (Pre) Ordered the RF24-105 F2.8 L lens from B&H in December of 2023, I received my lens in January of 2024. I am a working professional but by no means am I an equipment abuser. I had only used the 24-105 2.8 maybe a dozen+ times and it started making a strange noise when zooming and it would also stop focusing after the clicking sound. Here is where the nightmare began. 

I tried to use the online repair form which included uploading video showing what the lens was doing. I uploaded the proof of purchase, uploaded the video, chose a repair location to send the item to and then the website would not allow me to click "SUBMIT". The button was grayed out. I then called the customer support phone number which was not helpful at all. The only thing they were able to do was email me the manual repair form to fill out and send in. My only problem with this was that I knew that the lack of online support was going to slow the repair process down, because the service tech would more than likely not be able to duplicate the malfunction of the lens. They received the lens and with 48 hours they were emailing me to upload a video to show the malfunction. I uploaded the video and waited another 48 hours for any updates, and I received nothing from them at all. (The fact that I had to manually request the repair also meant that the website was not updating my repair status.) I then emailed the original customer support person and received no response for another 24 hours. So then, I called the phone number again and found out they were waiting for parts that were expected by 5/09/24. I was told that once the part was available, they would expedite the repair I would then see then lens shipped. Again, I have no way of checking on the status other than calling the phone number. So, I didn't receive any message yesterday that the lens was completed so I called again today and found out they still don't have the part to repair my lens. 

Here is where my problem lies, first off, when I originally called the support phone number, I was made to feel that if I had purchased the Canon 'CAREPAK' that the process would have been less of a hassle for me. Why should I have to pay extra for Canon to stand behind one of their 'professional' products? This lens was $3000 and I am basically being told that I should have purchased an extended warranty?   Also, this lens is less than 6 months old and by no fault of mine it has become a $3000 paperweight. Now that I am going into the 3rd week of not having this 'professional' series L lens and they cannot even guarantee when the part will be available. I personally believe I should have at least been offer a "Loaner" or even better why not just replace the lens with a new one or I would even accept a "Refurbished" one if the warranty would still be in effect until next year. I guess my real issue is that Canon seems to always send the YouTube Creators free versions of their products to use or to keep from what I know from creators that have a large number of followers, (Specifically a FRO Knowing YouTuber) and I, a customer that spent hard earned cash on their product has to continue to wait for a repair that they cannot even guarantee a completion date. 

To say the least, this repair situation has certainly made me question whether or not to continue to use Canon Products. I am currently an owner of several R Mount bodies and a bag full of EF mount and R mount 'L' lenses and I was planning on (Pre-Ordering) replacing my R5 with the R5 Mark ii version that is rumored to be coming out in the next few months. Maybe it is time to start looking at Sony or Fuji. 

I usually keep my complaints to myself to try to avoid being a Karen, but this has just not been a situation that I could bite my tongue over. I have been a Canon user since the 1990s and overall, I can say I have rarely had to use the repair service and this situation has certainly made me glad I hadn't dealt with them much before. 

[Waddizzle · Accepted solution]

"Maybe it is time to start looking at Sony or Fuji."

I do not understand why so many people make this type of threat.. Go for it, I say.  Do whatever you think it best for your needs.  This forum is a social media platform.  It is neither Canon Sales or Canon Support.  You need to contact them directly with your issue.

[Stephen]

I am an actual Canon person, but unfortunately, if parts aren't available, there's nothing I can do. 😔

[ebiggs1]

I understand been there done that. I bleed crimson and blue. And on a lighter side and perhaps throwing some levity on the subject I got a photo of the real in the wild famous and elusive Jayhawk.

😁

[Waddizzle · Accepted solution]

"Maybe it is time to start looking at Sony or Fuji."

I do not understand why so many people make this type of threat.. Go for it, I say.  Do whatever you think it best for your needs.  This forum is a social media platform.  It is neither Canon Sales or Canon Support.  You need to contact them directly with your issue.

[shadowsports · Accepted solution]

Greetings,

We understand your frustration, and I'm sorry.  As you pointed out, you've had many, many good years and positive experiences with Canon.  Probably a good indicator of their quality and reliability.  Should you switch, I wouldn't.

I'm not a pro, just an enthusiast.  Your issue is unfortunate.  A repair that cannot be performed due to parts availability.  Thats a hard one to swallow for sure.  However, if you are a pro, you should still have 3 things.  A back up solution, a CarePak and a CPS Membership.  

If you earn a living taking pictures, there has to be a second camera, second lens, etc.

CarePaks are a given.  Its doesn't matter what happened, fault, no fault, etc.  Your gear failed and you are down.  Having a CarePak might not have "saved" you in this case, but its a business expense.  Something that one incurs when they decide to be a photographer.  

Loaners are available.  If you were a CPS member, you'd have one.  

Forget the CarePak, how are you a professional and not a CPS member?  Its $100 a year for GOLD and $300 for Platinum.  Yes, you had some bad luck, (really sorry for that). but you've also made some decisions that could have been made differently.   These services are available to enhance and protect your livelihood.  Turn this into a positive experience.  

I am truly sorry for your bad luck.  We never like to hear about these types of experiences but make whatever changes to your business that are necessary to help ensure you come out ahead if something like this ever happens again.  I hope the parts come in quickly for you.   

[BRTSQDPhoto]

I will certainly look into becoming a member of the CPS! Thanks so much and I appreciate your thoughtful and well written response. 
I wish the customer service department would have mentioned this while I was on the phone with them 🙂 

[Stephen]

CPS is very much worth the cost if you qualify. Not only do you get 24/7 phone support, but you also get a set amount of free sensor cleaning services per year. If you're ever at an event with on-site CPS, you can also get your gear cleaned there for free (and the event cleanings don't count against your yearly "quota!"). 
Learn more about CPS at https://canon.us/cps 

[shadowsports]

I hope you get this solved quickly. 👍