Hi. I am the user who was able to get my lens repaired at no charge.. Essentially I had a script that I read and I kept asking to be escalated to a higher manager until I reached someone with the ability to make the call
First thing I recommend you do is to sign up for Canon professional services... The silver membership is free.. As a part of this membership our inquiries get priority above non members... So this helped me get my issue escalated
https://www.usa.canon.com/pro/canon...WQaGBJuy0tPIi1gkWAqBdDpXinH0jCaAUrZ8FtbJI1ep8
When you call Canon to dispute the repair quote for your 28-70mm RF lens, it's essential to be clear, concise, and assertive. Here are some steps and points you can use in your conversation:
1. **Introduction and Background:**
- Introduce yourself and briefly explain the situation.
- Mention your history with Canon lenses and that you have never experienced this issue with any other lens despite using the same cleaning method.
2. **Describe the Problem:**
- Explain the specific issue with the 28-70mm RF lens, focusing on the optical glass coating rubbing off.
- Mention that you have found multiple reports online of other users experiencing the same issue, indicating a potential manufacturing defect.
3. **Highlight the Cost and Warranty:**
- State the cost of the lens when you purchased it and the high quote for the repair.
- Emphasize that it is unreasonable to charge 25% of the lens’s cost for what appears to be a widespread manufacturing issue.
4. **Evidence from Other Users:**
- Reference the forums and pictures from other users showing the same problem.
- Mention that some forums even list serial numbers of affected lenses, indicating that the problem is not isolated.
5. **Your Expectations:**
- Clearly state that you believe this is a manufacturing defect and that Canon should take responsibility for it.
- Request that Canon covers the repair cost or provides a replacement lens without charge.
6. **Reiterate Your Loyalty:**
- Mention your long-standing loyalty to Canon and your investment in their products.
- Express that you are seeking a fair resolution to maintain your trust in their brand.
7. **Remain Polite but Firm:**
- Stay calm and polite throughout the conversation.
- Be firm in your request and reiterate that you believe this is a responsibility Canon should acknowledge and address.
Also reiterate that you keep a protective filter on your lens and be sure to ship it in with said filter
Here is a possible script for your call:
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**Introduction and Background:**
"Hello, my name is Marc, and I have been a loyal Canon customer for many years. I own several Canon RF lenses, including the 16mm prime, 35mm prime, 85mm RF, 70-200, 100mm, and the 50mm. Recently, I have encountered an issue with my 28-70mm RF lens where the optical glass coating is rubbing off."
**Describe the Problem:**
"I have researched online and found multiple reports from other users experiencing the same issue, with pictures showing similar smudging problems. This suggests that the issue is not due to user error but rather a potential manufacturing defect."
**Highlight the Cost and Warranty:**
"I paid $2700 for this lens, and I am now being quoted $615 for a repair, which is nearly 25% of the original cost. This seems unreasonable, especially considering the widespread nature of the issue."
**Evidence from Other Users:**
"Many forums, including ones listing serial numbers of affected lenses, confirm that this problem is not isolated. It appears to be a manufacturing defect that Canon has not officially acknowledged."
**Your Expectations:**
"Given the circumstances, I believe Canon should take responsibility for this defect. I am requesting that Canon covers the repair cost or provides a replacement lens at no charge."
**Reiterate Your Loyalty:**
"I have always trusted Canon products and have made significant investments in your lenses. I am seeking a fair resolution to maintain my trust in your brand."
**Remain Polite but Firm:**
"I hope we can resolve this issue amicably, and I look forward to hearing how Canon can assist in addressing this manufacturing defect."
---
By presenting your case clearly and assertively while remaining polite, you increase the likelihood of a positive outcome. Good luck with your call!
The first representative offered me a 40% discount.. But I wouldn't accept that either
I kept asking for a higher manager until they finally relented.
I got a few lower level customer service people to acknowledge that they personally have gotten this complaint before but they acknowledge that Cano Nas a company has yet to take accountability. But once I knew I had the lower rep on my side.. I kept asking to be escalated to a higher manager. The representative have no power to make the repair free. Only a manager does
