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

[canon_user8]

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.

[AtticusLake]

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

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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.)

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Does anyone know what I can do to remedy this?

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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.

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

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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.

[canon_user8]

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.

[Stephen]

Hello! 

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

[canon_user8]

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.

[canon_user8]

Video link to defective lens:

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

[shadowsports]

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.

[ebiggs1]

" 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.

[AtticusLake]

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.

[canon_user8]

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)