The ongoing saga of my 11-24 f4L lens

[Donald]

Some people will recall my story, here, of how I was getting an Error 1 message and it was thought that it was the encoder in the lens that was the problem (Oh yes, I know you all thought that had been fixed some time ago!!).

Well, the lens has been sitting in the Canon Repair Centre in Glasgow since the middle of October awaiting parts (this was all being done under warranty). I've just had a call to say that the parts still have not come in. So, in an act of goodwill they are providing a new replacement. So, I'm getting a brand new lens to replace that which was not working. I'm not sure if A J Johnstone, the repair centre, are under any obligation to do this and I don't know, yet, who's carrying the cost of this - Canon or A J Johnstone. But it certainly sends my sense of goodwill towards Johnstone's right up the scale.

Interesting how they struggled to get parts. Does this mean that Canon is putting everything into complete lens production and is not building up a stock of replacement parts?

[Shadowman]

Considering the complexity of zoom lenses it probably less costly to replace than repair. Link shows just the mechanics of a lens, after replacement parts are installed they'd still have to analyze the electronics and then calibrate.

http://www.adaptall-2.org/articles/I...eZoomLens.html

[Manfred M]

Donald - that is unfortunately not all that unusual, especially if the part is one that is rarely required.

The parts that the repair facility have in stock will cover the most commonly used parts, the rest will be a special order. I remember I had issues getting lenses I ordered in the past, I was told by Nikon that less common ones are manufactured in batches, as inventories run low, so I ended up having to wait for a couple of months to get it (it was the 24mm perspective correction lens).

Coming from a manufacturing / industrial background, that tells me that the part you needed for your camera might be part of a planned production run; material orders and shop time are all scheduled and we just get to wait until the unit or parts arrive. I have a similar issue with a car part. The lock on one of the door handles is not working and it was ordered about the same time your lens went into the shop. My new car handle will be installed on Friday; a 6-week wait.

[Donald]

Two extremely interesting and informative responses, particularly for someone not from a manufacturing/industrial background. Thanks, guys.

[ST1]

Apart from the time your lens has been away Donald I think this is extremely good customer service be it on the part of the repair agent or the manufacturer.

[William W]

Good.

[Manfred M]

Considering the complexity of zoom lenses it probably less costly to replace than repair. Link shows just the mechanics of a lens, after replacement parts are installed they'd still have to analyze the electronics and then calibrate.

In the scheme of things, a photographic lens is really not all that complex. We don't throw out a car engine when something goes wrong with it and that is a far more complex piece of equipment than a camera lens.

[NorthernFocus]

Well that's good new, Donald. IMO the bulk of the credit goes to the shop. Regardless of the manufacturer's position it is up to the service rep to work it out. Which they obviously were able, and more importantly, willing to do.

[Donald]

Picked up my new 11-24 f4 L and it's all working beautifully again. The world is a wonderful place once more!!

[William W]

Merry Christmas: 'wide eyes'.