Advice on Faulty Camera Lens Refund

zzzz99 on 04/04/2024 - 16:28
Last edited 04/04/2024 - 18:40

Story:
1. Bought camera lens from authorised australian retailer with australian warranty - lens was delivered
2. Tried the lens onto my camera body
3. No image appears in the viewfinder and error code pops up that indicates an issue with the lens (Err 60 Canon)
4. I have no issues with my existing 2 camera lenses on the camera body
5. Email the seller with video proof of faulty lens and error code and also showing that my existing lenses work perfectly
6. Returned lens to seller and asked for full refund

Seller has now emailed back saying that they can't replicate the error with the lens and will only offer replacement lens or store credit.

I don't think that asking them for video evidence would help as they could just switch out the lens with one that works.

Any advice on how to proceed?

Body: Canon R8
Lens: Canon RF 14-35mm F4 L

Electrical & Electronics Camera Lens

Comments

  • Jimothy Wongingtons on 04/04/2024 - 16:32

    Just checking you still want the lens or no?

    What brand was the lens (canon or third party for canon)? I guess you could just also approach manufacturer (I have done this twice with Nikon, and once with Canon back in the day, but I had industry contacts which probably helped).

    If seller cant replicate the issue (Works fine on their end), then they are still within their rights to offer a replacement?

    • zzzz99 on 04/04/2024 - 17:58

      Canon body with canon lens.

      I've decided to get a refund because I bought the lens to take with me overseas but now there isn't enough time to ship me another one before I leave.

  • sumyungguy on 04/04/2024 - 16:42

    You'd be entitled to a refund only if the lens is faulty, which it appears not to be.

    • zzzz99 on 04/04/2024 - 17:58
      +1

      But I have video proof and a lens error code that the lens is faulty?

      • Switchblade88 on 04/04/2024 - 18:03
        +3

        You have video proof that the lens doesn't work on your body.

        That doesn't make the lens faulty, especially since the seller has tested and proved it still works.

        Try a replacement, but you do not have any grounds for an ACL case as any reasonable person would assume it's you camera body not being compatible/out of date firmware/user error and not a fault with the purchased goods.

        • zzzz99 on 04/04/2024 - 18:10

          But they haven't provided any proof that it works - call me cynical.

          It's a canon lens on a canon body - completely compatible. The body is a more recent model than the lens - no out of date firmware. Only user error is not twisting the lens on correctly - it is on correctly.

          • Switchblade88 on 04/04/2024 - 18:21
            -1

            @zzzz99: If it was faulty then they'd send you a new one and return the original to Canon under warranty, no harm no foul. Doesn't cost you or the seller anything.

            If it was working fine when they tested it then they don't need to send you a video to prove anything to you. You have to take their word for it, cynical as you are.

            All you want is a refund because, and I quote,

            I've decided to get a refund because I bought the lens to take with me overseas but now there isn't enough time to ship me another one before I leave.

            The seller offered a replacement but you're whinging because it doesn't suit you, not because it's against the ACL.

            Maybe you shouldn't be buying lenses just before leaving the country, eh?

            • zzzz99 on 04/04/2024 - 18:38

              @Switchblade88: "You have the right to a repair, replacement or full refund if your goods are faulty, unsafe, do not work, or are very different from the description or sample."

              This is ACL. The reason why I want a refund doesn't matter. If it's faulty, I'm entitled to a refund out of the potential options.

              Doesn't seem fair that I just need to take their word for it. Especially if they can't provide reasonable proof that the lens ISNT faulty and I have reasonable proof that it is.

              • Switchblade88 on 04/04/2024 - 18:52
                +1

                @zzzz99: Don't be selective.

                https://www.accc.gov.au/consumers/problem-with-a-product-or-…

                A business has the right to assess the product or service before they provide a remedy.

                And also

                Consumers are not entitled to a repair, replacement or refund under the consumer guarantees if:
                the problem with the product was caused by the consumer misusing it

                The seller has tested the item and found it not faulty, therefore you do not have the right to demand a refund of them. At BEST it's considered a minor fault and they've offered a replacement:

                The business does not have to offer a replacement or refund for a minor problem, although it can choose to do this.

                • zzzz99 on 04/04/2024 - 19:00

                  @Switchblade88: Bro the lens literally doesn't do the one job it's supposed to do. How is that a minor fault?

                  Imagine you bought a car that doesn't drive.

                  Also, don't know how you misuse a lens by attaching it to the camera body and turning it on - of which I provided video proof.

                  • Switchblade88 on 04/04/2024 - 19:17
                    +1

                    @zzzz99:

                    Imagine you bought a car that doesn't drive

                    Imagine a customer demanding a refund because they can't start a car, but it's working fine when checked by the mechanic. Would you think that's acceptable? Maybe they don't know how a push button start works…

                    Don't get frustrated at me because I'm quoting the ACL and it doesn't suit your narrative. The seller offered a replacement, take it.

                    • zzzz99 on 04/04/2024 - 19:28
                      -3

                      @Switchblade88: Sheesh thanks mate. Next time I'll make sure I watch a youtube tutorial on how to turn on my own camera when I buy a new lens - absolute genius!

                  • bobokingdom on 04/04/2024 - 20:11

                    @zzzz99: This is case of your words against their words. If they offer a refund but with a re-stocking fee of 20% (as it working for them), will you accept?

      • sumyungguy on 04/04/2024 - 18:06
        +1

        I understand your anguish, customer is always right… except when they're not. If your supplier tested the lens and can't fault it then a replacement is reasonable. But you're now vibing a change of mind refund due to your circumstances. I'd suggest corresponding further as to the reason it may have faulted on your body, then you may spot an opening to kindly request a refund due to your short lead-time. Why not ask for Express Post?

        • zzzz99 on 04/04/2024 - 18:11

          Thanks for the helpful reply. I'll give this a go

  • AustriaBargain on 04/04/2024 - 17:08

    Get the replacement and if that doesn't work repeat steps 5 and 6. Or do you regret buying that particular lens now?

    • zzzz99 on 04/04/2024 - 17:58

      I've decided to get a refund because I bought the lens to take with me overseas but now there isn't enough time to ship me another one before I leave.

      • AustriaBargain on 04/04/2024 - 18:06

        Do you plan on going into a store somewhere and buying the same lens before you leave for the trip? Is the trip for a photography job you needed that specific lens for.

        • zzzz99 on 04/04/2024 - 18:16

          Haven't decided yet. I can use my existing lenses but wanted to try out this new one - so not absolutely essential. Not for a job, I'm just an amateur.

  • dukeGR4 on 04/04/2024 - 17:10
    +1

    Seller has now emailed back saying that they can't replicate the error with the lens and will only offer replacement lens or store credit.

    I do not see how this is an issue? is there an issue with the remedies on offered?

    or are you suffering from buyers remorse?

    if it's the latter just have them send the replacement out to you and you can sell it online at a small loss.

    • zzzz99 on 04/04/2024 - 17:59
      -2

      Under ACL I am entitled to a full refund for major fault - nothing to do with buyers remorse. Just exercising my rights.

  • Tee Rex Arms on 04/04/2024 - 17:40
    -2

    Buyers remorse due to not wanting it after purchase despite it working properly

    • zzzz99 on 04/04/2024 - 18:13
      -1

      Are you dyslexic mate? I provided video evidence of the fault and lens error code.

      • jv on 04/04/2024 - 18:41
        -2

        Are you dyslexic mate?

        If that were true, they would have posted

        Buyers resorme

      • bobokingdom on 04/04/2024 - 20:12

        When you test your lens, did you also capture the serial number of the lens? If not, how can you prove that it is the same lens?

        Also, can you prove that the camera body is 100% working? Or it is "working perfectly" because it is working with your 2 lens?

  • Nutrino on 04/04/2024 - 18:39

    Why have you not specified the body and lens in the post?.

    • zzzz99 on 04/04/2024 - 18:41

      Apologies. Done

  • jv on 04/04/2024 - 18:40

    Err 60 is 'lens movement obstructed'. So maybe check and see if the focus ring and zoom are moving smoothly. Also look for debris or something stuck somewhere. Never hurts to clean the lens contacts even if just with a clean q tip.

    • zzzz99 on 04/04/2024 - 18:41
      -2

      Tried that. All control rings move smoothly and there is no visible obstruction. Therefore, we can assume that there is an issue with the internal motor/components

      • Muzeeb on 04/04/2024 - 19:44

        Years ago I had a Zeiss 16-80 that wouldn't work on my Sony camera body. Worked on a friends Sony. So it can happen.

  • snvl on 04/04/2024 - 21:43

    Can you go to the store and bring your camera?

    Otherwise ask for express post.

  • kiitos on 05/04/2024 - 07:25

    I have a Nikon fixed focal length lens and I need to change a setting on the camera body when I use it otherwise it shows an error. Maybe the same sort of thing applies here?

  • azero on 05/04/2024 - 14:45

    Is your camera on the latest firmware ?

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