Word of warning to buying Canon gear from Hong Kong

colmranger

Here is a word of warning about buying camera gear on Hong Kong Ebay,

I purchased a Canon 24-105mm lens last August and it has never worked properly. I get an error message intermittantly saying bad contact from Lens to camera.

This probelm got a lot worse lately and the Lens is completely unuseable. Anyway i contacted Canon Ireland and they will not look at the Lens as i cannot find my customs clearance Certificate.

Does anyone else know where i can have lens fixed as i am willing to pay but rather not use those Canon people in dublin. They were very unhelpfull over the phone just because i sadi i purchased lens in Hong Kong.

I honestly had a clearance cert but i never dreamed of keeping it, i just chucked it in the bin last summer.

Paulw

Firstly, if it was always faulty, why did you never return it to the store you bought it from? I would have done that very early on. Otherwise -

You shouldn't need to say where you bought the lens.

If the lens is under warranty, simply send it back to the store you bought it from.

Contact the UK Canon service desk (check website) since they service Canon UK and Ireland.

Or, use another company like ISS or such.

I've never seen a customs clearance cert, even with all the kit I've bought overseas.

colmranger

Paulw wrote: »

Firstly, if it was always faulty, why did you never return it to the store you bought it from? I would have done that very early on. Otherwise -

You shouldn't need to say where you bought the lens.

If the lens is under warranty, simply send it back to the store you bought it from.

Contact the UK Canon service desk (check website) since they service Canon UK and Ireland.

Or, use another company like ISS or such.

I've never seen a customs clearance cert, even with all the kit I've bought overseas.

The store told me not to send it back to them in HK that it is covered by Canon Worldwide.

I left several phone messages to Canon UK but they don't reply so i eventually got through to Dublin.

They only replied to my emails and they are very adament that i need to send a receipt and a customs clearance cert or else they won't touch the lens.

I feel very angry with Canon over this, i also have a Canon Certificate entitling to Worldwide Guarantee but this is not adequate according ot hte lady emailing me all day today.

rymus

Paulw wrote: »

Firstly, if it was always faulty, why did you never return it to the store you bought it from? I would have done that very early on.

Agreed. At the first sign of fault, the seller should have been notified and repair or replacement organised. It's a bit curious why you decided to soldier on with a faulty lens!?!

I've never seen a customs clearance cert, even with all the kit I've bought overseas.

Me either. Next time (and especially with the more expensive gear), buy a mack warranty with it. I'd also go along with contacting Canon UK. Of late, Canon Ireland seem about as useful as a cardboard condom.

City-Exile

rymus wrote: »

...Canon Ireland seem about as useful as a cardboard condom.

I'd endorse a cardboard condom, if it could help curb the growing population of cardboard I see sleeping on the streets these days.

I concur with the opinions of both Paulw & Rymus, with regard to the lens though.

P.

elderlemon

Hang on. A contract is a contract. The contract you have (when you purchased the lens) with Canon is the warranty card that was in the lens box. Does this mention anything about customs clearance? If not (and I doubt it does) then Canon are in breach of their contract. They cannot impose other requirements outside those that are in the contract at the time of purchase.

If you don't want to spend big $ on legal take them to the small claims court for breaking their contract.

Also if you were a hong kong resident and travelling here and wanted to get your lens fixed would they insist on the same requirements?

colmranger wrote: »

Here is a word of warning about buying camera gear on Hong Kong Ebay,

I purchased a Canon 24-105mm lens last August and it has never worked properly. I get an error message intermittantly saying bad contact from Lens to camera.

This probelm got a lot worse lately and the Lens is completely unuseable. Anyway i contacted Canon Ireland and they will not look at the Lens as i cannot find my customs clearance Certificate.

Does anyone else know where i can have lens fixed as i am willing to pay but rather not use those Canon people in dublin. They were very unhelpfull over the phone just because i sadi i purchased lens in Hong Kong.

I honestly had a clearance cert but i never dreamed of keeping it, i just chucked it in the bin last summer.

Paulw

Contact Canon again. Ask for the name of the head person there, and state that you'll be filing an action with the courts.

They're talking total rubbish.

Mind you, you've only yourself to blame. You should have returned the lens to the supplier as soon as you found a fault with it. I am beginning to wonder what ebay store you bought from, because they sound a little dodgy saying not to return it to them. Mind you, if warranty has expired, then you should deal directly with Canon or a Canon repair centre.

I'd still contact Canon UK, or go to another repair centre.

rymus

I'd be very hesitant to threaten legal action. Complete last resort only. If you bring legalities into it, they'll likely clam up and say nothing to you or get very narky and will only deal with you through your solicitor. Could get very nasty very quickly.

Ring ISS. They'll take your lens and more than likely send it to Canon UK for repair.

Roen

Try Colchester Cameras for an estimate.

elderlemon

Sorry I should have added that. Knowing you have a contract and what the terms are, get on the phone (dont' email) with someone in Canon. Get their name and position and then quote from the warranty contract. It will help focus their minds.

It never ceases to amaze me that people quite low down in these organizations take it upon themselves to introduce new requirements without having them properly vetted. I've no doubt this is the situation here.

Legal is last resort but let them know you know your rights and be pushy about it.

rymus wrote: »

I'd be very hesitant to threaten legal action. Complete last resort only. If you bring legalities into it, they'll likely clam up and say nothing to you or get very narky and will only deal with you through your solicitor. Could get very nasty very quickly.

Ring ISS. They'll take your lens and more than likely send it to Canon UK for repair.

eas

Slightly off topic but....have you tried cleaning the contacts on the lens?

I've read a few times about people having a similar problem to yours and they cleaned the contacts on the lens with a cotton swab and problem went away.

may be worth a try.

SOL

Also, having bought in HongKong whats to say you didn't go there and bring it back? and thus you would have no need of said "certificate"

colmranger

eas wrote: »

Slightly off topic but....have you tried cleaning the contacts on the lens?

I've read a few times about people having a similar problem to yours and they cleaned the contacts on the lens with a cotton swab and problem went away.

may be worth a try.

I cleaned it and it's a good bit better but every time i take it outside to the brighter light it still occurs.

I called Canon UK and they are to get back to me.

TelePaul

SOL wrote: »

Also, having bought in HongKong whats to say you didn't go there and bring it back? and thus you would have no need of said "certificate"

Yes he would, if you're returning from outside the EU, you're required to declare purchases over a certain value at Customs on your way into the country for the payment of VAT etc.

Match Me Sidney

TelePaul wrote: »

Yes he would, if you're returning from outside the EU, you're required to declare purchases over a certain value at Customs on your way into the country for the payment of VAT etc.

Not to put too much of a downer on things, but TelePaul is correct. I'm not saying that you're dead in the water, but I would be amazed if Canon Ireland will repair it for you.

I used to work in repairs for a camera company before and have had many dealings with Canon Ireland. Generally I have to say I found them quite helpful bunch. That said however, they have had a policy for a long long time that unless you can produce a customs cert, or show proof that you paid the tax on it, they won't touch the camera. Happened to loads of customers I dealt with trying to get Rebel XT's fixed (that they bought off ebay) and canon either charged them a large fee or refused to fix it.

I know how tempting it can be to buy cheaper stuff off ebay: for ages I've been looking myself to get a Canon XL2 but having discussed it with people I used to deal with in Canon, they said in no uncertain terms that unless I paid the tax on it, if anything went wrong with it there was nothing they could do. The risk was too big and now I'm saving my pennies for a retail one.

Roen's suggestion of Colchester Camera's was a good one, they're quite good. However, if memory serves me right they just take it off you and send it off to Canon anyway (an odd arrangement I know but more 'repair' shops do it than you'd think!) so you'd still have to fax them a copy of the cert.

Anyways, I wish you the best of luck in getting the lens fixed - it's certainly one of the best out there! That said however, I wouldn't be surprised if you hit a dead end.

nilhg

I wonder when Canon Ireland became a branch of the Revenue Commissioners, I've seen in other places, references to Canon (not specifically in Ireland) looking for a invoice from a registered Canon Dealer. I can understand that, as they need to be sure the lens is still covered by the warranty but to be asking for private tax documents is a bit rich.

Seems like an attempt to scare people off buying at the best price TBH.

TelePaul

Match Me Sidney wrote: »

Not to put too much of a downer on things, but TelePaul is correct.

Now that is something I never get tired of hearing

elderlemon

That doesn't make sense. My brother has canon gear but lives in the U.S. Say he comes over here and needs his camera repaired - what then? Canon still want a customer clearance cert? No way. Whether you pay tax on anything is not Canon's business. They have a warranty and they need to honour it.

Match Me Sidney wrote: »

Not to put too much of a downer on things, but TelePaul is correct. I'm not saying that you're dead in the water, but I would be amazed if Canon Ireland will repair it for you.

I used to work in repairs for a camera company before and have had many dealings with Canon Ireland. Generally I have to say I found them quite helpful bunch. That said however, they have had a policy for a long long time that unless you can produce a customs cert, or show proof that you paid the tax on it, they won't touch the camera. Happened to loads of customers I dealt with trying to get Rebel XT's fixed (that they bought off ebay) and canon either charged them a large fee or refused to fix it.

I know how tempting it can be to buy cheaper stuff off ebay: for ages I've been looking myself to get a Canon XL2 but having discussed it with people I used to deal with in Canon, they said in no uncertain terms that unless I paid the tax on it, if anything went wrong with it there was nothing they could do. The risk was too big and now I'm saving my pennies for a retail one.

Roen's suggestion of Colchester Camera's was a good one, they're quite good. However, if memory serves me right they just take it off you and send it off to Canon anyway (an odd arrangement I know but more 'repair' shops do it than you'd think!) so you'd still have to fax them a copy of the cert.

Anyways, I wish you the best of luck in getting the lens fixed - it's certainly one of the best out there! That said however, I wouldn't be surprised if you hit a dead end.

TelePaul

elderlemon wrote: »

That doesn't make sense. My brother has canon gear but lives in the U.S. Say he comes over here and needs his camera repaired - what then? Canon still want a customer clearance cert? No way. Whether you pay tax on anything is not Canon's business. They have a warranty and they need to honour it.

I imagine it's to discourage the buying of grey-market refurbs etc. I was under the assumption that if you bought the international warranty, though, you were covered internationally - hence the name. I'm guessing a customs cert probably has information about the retailer (whos legitimacy Canon Ireland can verify?) If you didn't pay import duty/VAT then you've seentially 'illegally' imported the product and I don't imagine Canon Ireland are under any obligation, as the 'contract' does not conform to the law of the land.

For Irish companies, the responsibility lies solely with the retailer - they have to replace/refund/repair and then pursue things with the manufacturer. PS I think in your brothers case, given he's a U.S native and BOUGHT in the U.S, there's no problem.

colmranger

Folks,

Thanks for all your input and help!

Great news!

Canon UK contacted me 4 weeks ago and told me to send the lens over with the International Warranty card.

Today the lens was returned to me by courier and it's fixed and was all covered under the International guarantee despite what Canon Dublin had been telling me previously.

Delighted too all fixed at no expense on my part.

Paulw

colmranger wrote: »

Today the lens was returned to me by courier and it's fixed and was all covered under the International guarantee despite what Canon Dublin had been telling me previously.

Great news. Glad it's now fixed for you.

I guess it just goes to show just how bad Canon Ireland are to deal with. Even still, they would have just shipped the unit to Canon UK for service anyway.

rymus

As a wise man once said.. "Canon Ireland are about as useful as a cardboard condom". Glad to see you got the lens fixed up by Canon UK.

mikeanywhere

rymus wrote: »

As a wise man once said.. "Canon Ireland are about as useful as a cardboard condom". Glad to see you got the lens fixed up by Canon UK.

LOL, very wise words indeed!!