02-17-2020 10:39 PM
We're sorry to hear that the issue with the lens persists. We recommend setting up a service ticket at your earliest convenience. You may fill out an online repair request form at the following link to setup your repair using our online service.
02-18-2020 07:02 AM
Very often when a lens acts like this it is because one of the screws in the zoom mechanism has become loose or detached and is jamming on the body, with a lot of lenses these screws are visible if you roll back the rubber covering on the body which will enable you to refix the screw. Do not tighten any screws that are not obviously loose and if you do find a loose one then only tighten it enough to hold it in position otherwise you can misalign the zoom mechanism.
02-18-2020 07:15 AM
I think Trevor has the right suspicions. LIke its' 18-55mm counterpart, the description of the issues are fully consistent with the lens' focus ring having been turned while the lens switch was in the AF position.
The AF motors are most likely have become unseated. If it rattles when you shake, then that is nearly a confirmation of it.
02-18-2020 09:35 AM
"We recommend setting up a service ticket at your earliest convenience"
I would not do this because I have seen used 55-250mm zooms going for $75 to $150 bucks. Under what a repair might cost. You would have the satisfaction knowing it was fixed right, however.
And, as before your second choice is to return it, today! You really need to try these lenses before you buy them. Not just pick one out and buy it. Maybe it time to drop the dime on a brand new lens one especially if you are going to shoot someone's wedding. They are counting on you for a once in a lifetime moment. Bride's don't really care why you didn't get the photos, only that you didn't. It is your fault if you didn't, not the lens, BTW.
02-18-2020 12:47 PM
IF you can return the lens and you need to buy second-hand, then go for the STM version of the lens. It has USM Stepping motors that, for manual focusing, are controlled by electronics not a mechanism, thus there should be no danger of having a lens with these issues.
FYI Canon make several consumer lenses with such technology: 18-55 STM, 18-135 STM and a newer USM version, the 55-250 STM, plus there is also a higher-end 70-300 f4-5.6 IS USM MkII with this technology.