Most readers know that recently I had to send my Canon EF 500mm f/4L IS II USM lens into Canon for repair. I truly feel lost without it and my separation anxiety has been pretty intense but the FedEx man brought me the cure yesterday afternoon at 1:15.
- Warning: This post will have limited appeal. There’s a lot of text and no photos of birds. But for serious photographers I believe there’ll be some valuable information here. I wish I’d read something like this when I made my first significant investments in photography equipment years ago!
I was so happy to see the FedEx driver that I snapped his picture through my living room window as he walked my lens up to my front door. Yes, I was acting like a little kid on Christmas morning!
Dig that crazy purple outfit – including color coordinated gloves!
And here it is, inside its case, before I even took it out of the box. It was packed super-well and there wasn’t even a scratch on the outside of the box. One of my concerns was damage during shipping but I needn’t have worried.
Two years ago when I had to send the same lens into Canon for repair it was out of my hands for 3 1/2 long weeks and I thought I’d go out of my mind without it for so long. Since that was an experience I didn’t want to repeat I joined Canon Professional Services (CPS) because one of the benefits of membership is expedited service – a maximum service turnaround of three business days. I shipped my lens to Canon’s Costa Mesa, CA Factory Service Center on Monday February 20 and expected to get it back about March 1 (allowing 3 days for repair service on site, 4 days for shipping there and back and two days for the weekend in the middle).
But it was out of my hands for only 4 days total (Monday the 20th to Friday the 24th)! I think that’s exemplary service and that alone was worth the $100 annual fee for CPS Gold membership (there are other membership benefits too). Since many intermediate Canon photographers wonder if they should join CPS I thought I’d provide a brief summary of the benefits and conditions of membership and my experience with it.
- CPS has four membership levels, Silver, Gold, Platinum and Cinema, each with different membership fees, membership requirements and benefits.
- Potential members need to own a certain amount of Canon equipment based on a points system. My 52 points qualify me for Platinum level but I chose Gold because it best meets my needs (at least for now) and is less expensive. To qualify for Gold Canon shooters only need 20 points -a point requirement that most semi-serious bird and nature photographers would meet. As an example the new version of the Canon 100-400 lens is assigned 12 points and the Canon 7D Mark II is assigned 5 points – three more equipment points would qualify you for Gold. My 500 f/4 lens alone is assigned 18 points.
- The Gold annual membership fee is $100. For that you get expedited repair service (three days turnaround max), a 20% discount on repair charges, free return shipping, free equipment loans (if your repair time exceeds three days) and more.
I’ll never be without CPS again! Getting my lens back in only four days was more than worth the price of admission all by itself and in addition my 20% discount saved me $53.80 on the repair. It would be my recommendation (for what that’s worth) that any Canon photographer who qualifies snap up a CPS Gold membership at the first opportunity. I’ve heard that Nikon has a similar program but I don’t know much about it (though I’ve heard through the grapevine that it isn’t as “user-friendly” as Canon’s). Here’s a link to all the details about CPS if you’re interested.
Ok, what about the repair of my lens? I sent it in because of some intermittent and variable sharpness and overexposure issues I’d been having. Here’s what Canon said about my repair:
- “Your product has been examined and it was found that the power diaphragm assembly was broken causing overexposure if aperture is larger than f/8. The power diaphragm assembly was replaced. Adjustments were carried out to factory specifications. Product functions were confirmed”
I’ve done some research and some folks who’ve had issues with the power diaphragm assembly on other Canon lenses have also had sharpness issues so I’m hoping this repair and “adjustments” solved both problems. My first test shots yesterday afternoon suggest that they have been remedied (I’m very encouraged) but only time will tell for sure.
For those interested this repair cost me $230.37 including tax after my $53.80 CPS discount.
If any of my readers have had experience with CPS I’m sure many of us would be interested in hearing about it – positive or negative. In the past I’ve heard some of both but most feedback I’ve heard on the subject has been overwhelmingly positive.
Ron
PS – I suspect some of my readers are sick of hearing about my lens woes so hopefully this will be the last I’ll post on the subject!
I can relate to your anxiety about the lens . Last year I lost all my gear into the red deer river by tipping a canoe. I lost 2 bodies and had all my lenses with me and a couple point and shoot cameras all at once due to my own stupidity , I even had a water tight barrel that was meant for my gear on that trip and have no idea what made me bring every piece of photography equipment I owned on this canoe ride in the first place .I guess I was just worried about not having the correct lens for a certain situation that might arise along our three day camping/canoe expedition. Anyways my pride and joy at the time was my 300mm f4.0 lens and of course my full frame canon 5d mark 2. The lens alone was a 1800$ piece of equipment and really tore me apart amongst all the other stuff. I put everything in rice and did manage to save one of the camera bodies and a couple lenses tho everything now had water stains everywhere and was junk. I sent the 300mm in for repair only to learn that fixing it would cost more then just buying a new lens after a few week wait. My nature photography hobby/passion had come abruptly to an end sadly ….
That’s an incredibly sad story, Mitchell. I’m so very sorry!
Ron,
I don’t mind hearing about your lens woes. It gives me some home that perhaps my issues are equipment related!
Best,
Stephen
I have a Canon DSLR and a few decent lenses. My telephoto lens is a Sigma, 150-600mm. Not as nice as your lens but good enough. It is bulky and heavy. I seldom use it. 95% of the time I use my old Fujifilm, HS-50 super zoom. More powerful than the Sigma and it works better when I use a tripod. It is more than adequate and no DSLR can match it for versatility. I have taken many very sharp photos with it. It only costs $350.oo. If I were a pro like you I would use more expensive lenses but I get by just fine the the point and shoot.
I was shocked when I started reading your post and read that your lens is back.That IS fast.I always like the feedback from the technicians who work on the equipment.The cost doesn’t sound too outrageous for the item and thanks for explaining the membership features.I had a 70-300 Sigma lens that was grinding horribly and finally stopped focusing at all and I took it back to the store London Drugs, and they shipped it for me and because it was under warranty, everything was done for free, but it did take a couple of weeks.It was the focus ring.
Nice account – you should be a writer. Haha! I have NIKON and NIKKOR glass. If I have problems I buy new. Works for me 🙋
you didn’t post a picture of your baby!
I thought about it, Beth – but figured that would be pushing my luck a little. Most folks here want to see birds! 🙂
Congratulations Ron! Couldn’t ask for anything more.
Charlotte
Thank you, Charlotte.
I had to laugh when I saw the picture, be careful you will be on a NSA watch list.
I like the tech info no need to apologize.
“be careful you will be on a NSA watch list”
Sadly, you never know these days, April…
I’ve been a Platinum member for several years. I wouldn’t be without it! Pro lenses are built like mini space rockets! The level of precision, electronics and components that go into them are beyond most peoples imagination. Any time I’ve sent my EF 200-400mm f/4L IS USM Extender 1.4x lens in for repair or for calibration to my bodies, they have first sent me replacement gear overnight and the repaired equipment comes back anywhere from the next day to 3 days. I always get a call from the manager of the repair department, offering to answer any questions and explain what they did. I can send any of my gear in for cleaning and inspection twice each year at no cost and also borrow any Canon gear twice each year for evaluation. I’ve borrowed the 600mm several times and also tried out the new 7D Mark II to see if I wanted to buy one.
I think I’ve mentioned this here before, but it’s good to repeat. If you send RAW files in with your repair, they can extract a huge amount of technical information about the function of the camera and lens, using their factory software. The gear is full of sensors and it’s recorded in the RAW files. If you convert to DNG, it strips that information away, so it’s important to have RAW files and include them with whatever you send in.
It’s a great service and sometimes makes me laugh, because they almost seem to perform miracles in how fast they can get it from my door and back to my door. It almost doesn’t seem possible!
” It almost doesn’t seem possible”
I agree, Everet. It was such a welcome surprise for me.
I came very close to upgrading to Platinum when I re-subscribed a few days ago. It still may happen down the road.
Everet, that sound almost too good!! For an old guy I’m learning new tricks, just joined Gold, but I may also switch to Platinum after your post.
Many thanks for the info.
Dick, When I first decided to purchase the plan, I looked at it as an insurance plan and I HATE paying for insurance. I’d be a rich man today, if I had all the money I’ve spent on insurance throughout my lifetime and never used! Then when you do use it, you get royally penalized or dropped. The Canon “insurance” is the first type of plan that I’ve ever felt was completely customer satisfaction based and well worth the cost. I’ve written several raving reviews about it. It simply can’t be beat! 🙂
I’m happy you’re happy! Sure glad I don’t have to look at any dumb,ugly birds today…Fedex guy is a nice break…
Sometimes you crack me up, Patty!
He’s kinda cute at that, Patty. 😉
Congratulations! I used to live 5 miles inside a large cattle ranch in New Mexico. That is 5 miles of dirt roads through open range, marginally maintained with cattle guards, and occasional running water to get to the only house out there. Ah, the joy when I’d see a rooster tail of dust approaching which would resolve into a big square Fed-Ex truck! OK, now get to work, Ron!
Yup, that’s kind’a how I felt when this FedEx truck came up the hill, Mikal.
You had better luck than I did, Ron, and I am glad for you! I drove my 500mm to Canon NJ hoping to expedite repairs but unfortunately things went bad right from the start. It took several phone calls and emails before a payment issue got resolved (my authorization for a revised estimate never got documented anywhere) and then after two weeks I could not get a status update. I guess they needed a part from Japan which is fine, but I should have been getting updates all along? Once my complaint got to the “right” CPS person, I got an update every few days and an offer of a loaner. I have been a long-standing CPS member and it IS a good service I would not be without!
Bring on the new images !!!!
I’m sorry to hear about your unfortunate experience, Deborah. I hope it turns out to be an exception for you!
It’s New Jersey. Why anyone locates customer sericve centers there is a mystery to me.
That looks interesting that CPS loans gold members (which I think I qualify for) to evaluate lenses and bodies once each in the lifetime of the particular item. It says “upon availability” however. I wonder how available they are or if this means that it is not really an option for gold members….
Art, I imagine that at times there can be a lot of demand for new products so maybe there are times when none are available at the moment…
Wow, that is quick turnaround. I love it when companies provide exemplary customer service.
I personally enjoy the tech details from a bird photog expert so keep them coming. I learn bunches.
What were the nature of your focus issues? I am still learning how this powerful but complex autofocus system works in my 7D and IS USM lenses….
Art, My sharpness issues were intermittent and varied from pretty soft shots to almost sharp. When viewed at screen size many images looked sharp or almost so but when viewed at 100% very few were tack sharp (when they should have been).
I also was a Gold level CPS Member. About 8 months ago, I sent my 7DMII, 1.4II TC and 500 f/4 in as I wasn’t happy with the sharpness when I used them. CPS could find nothing wrong and sent them back. I forget the bill, but it wasn’t too bad (maybe $100) for them to test it all out. The combo did shoot better after it was in their hands, so maybe they adjusted something?? Not sure…maybe it’s all in my mind as I often detest my own photos when others rave. CPS is a good value, shipped fast and packed well as you stated. I let my CPS membership lapse this month as I’ve now switched over to Nikon.
Switching brands is never an easy decision, Zaphir (and that’s an understatement). I hope you’re very happy with your decision down the road.
Well, since you say it’s an absolute must maybe I will send in my old 100-400. I had it for seven years and it started acting up. Focus issues and not taking pictures and not working on another camera body. I did get the newer version last year and just love it. But what a waste of the old one sitting in the closet. Thanks for the info. I should DO IT. 🙂
Yes you should, Judy! I did the same thing and let my old 100-400 version 1 sit on my camera shelf for much too long before I eventually sold it.
So glad you have your “baby” back! Hopefully, this is the final fix and it will do everything you want from here on. While my old iPhone 5 is my “camera” (don’t judge!), I’ve enjoyed learning more about the hardware of photography from your blog.
That first picture reminds me of a certain delivery vehicle of yore. “Oh-ho the FedEx-a truck is comin’ down the street”…just doesn’t have the same ring to it. 😉
You always say something to make me smile, Marty – this time there’s several of them!
A www, shucks.
Great news Ron.
I especially like that CPS gave you a real explanation of what was wrong (sometimes I have found them to be overly vague).
It sounds like the aperture would not stop down smaller than f/8? I am assuming that there statement “…causing overexposure if the aperture was larger than f/8…” really means that the aperture could not close down (smaller hole) than f/8. In other words it was not able to reach larger f-numbers then f/8. Often confusing… f-number = (focal length) / (aperture diameter), so larger f-number means smaller aperture size for a given focal length.
This makes me curious if you observed strange exposure behavior? Since you shoot aperture priority I wonder if you have any images that you remember where you were at larger f-numbers (e.g. f/11, f/16, etc.) and how your camera would have behaved. How did the aperture priority mode adjust if the aperture thought it was at say f/16, but the real aperture was really f/8? This is an interesting question since it *might* be a useful in the field test of the power diaphragm condition. CPS makes it sound like the resulting over-exposure would be noticeable in manual exposure mode, however I am not sure about aperture or shutter priority modes?
So instead of going out and getting tack sharp images of the wildlife now, it is more important to review all your old photos looking for strangely over-exposed images. Ha! 🙂
Perhaps you will run across some images where you notice the strange exposure. Will be interesting.
You know the other interesting (predictable human behavior) thing is that all of us with these lenses will now be wondering about our power diaphragm when are images are not coming out sharp :-).
Thanks for you post!
Ed, on three widely separated occasions over the past 3-4 months (while I was on birds in the field) I noticed on my screen that several of my last images were suddenly, unexpectedly and grossly overexposed! Each time the problem seemed to go away when I turned my camera off and then back on and in the heat of the moment (I didn’t want to miss any potentially great shots) I didn’t think to check what the aperture exif data was on those particular images. And sadly I deleted them all when I got home – on all three occasions. I can’t bear to look at overexposed images – especially when they’re mine… 🙂
And you’re right about human behavior. Blog reader Marina Schultz (see her comment below) has been having issues with her 500 f/4 for some time now. She’s sending hers to Canon on Monday. I’ll be very interested to learn what’s causing her problem and if it might turn out to be an issue with the power diaphragm assembly…
Even though I don’t own any expensive camera equipment, it is nice to know that one can get excellent repair service when needed, especially with good turn-around time. I have been using Panasonic point and shoot cameras for a number of years now, and on a couple of occasions have had to send the camera in for repair. Talk about not user friendly! And they are terrible about communication. Given the importance of your lens to your daily life, I’m glad that you were able to have such a good experience getting it repaired.
“Given the importance of your lens to your daily life”
Ha, you’ve got me figured out, Susan! I’ll even admit to being just a little bit anal about that lens…
Hi glad to hear it .. what exactly is power diaphragm ??? Mine is shipping Monday .. didn’t want it sitting over weekend somewhere ..
Marina, here’s one description of the power diaphragm assembly I found online:
“The power diaphragm assembly is the mechanism that stops down the aperture. Any lens without a manual aperture ring has one.”
Hi Ron, yes I am a member but fortunately I have not had to use them. But I am really impressed with the turn around on your repair. Pretty impressive!
Frank, I thought the turnaround time on my repair was close to miraculous, especially since it had to be shipped from Utah to CA.
Many thanks for this post Ron. I find that I qualify for Gold and from your recommendation I plan to join. Makes a great deal of sense!
Good! I hope your experience with CPS is as positive as mine has been.
I have used CPS 5-6 times over the last 8 years. Outstanding service. Also used for “borrowing” camera bodies to test before purchase. All good.
Thanks for that feedback, Richard. For me CPS is now an absolute “must”.
YEA! Glad you have your lens back, it wasn’t your imagination, and they were able to fix it! 🙂 Also interesting to me on things that can go wrong with them!
Judy, Yesterday I watched several videos of folks taking Canon lenses apart, fixing them, and then reassembling them. These modern lenses are unbelievably complex so it’s understandable that “things can go wrong with them”. Those technicians have to be highly skilled!