Open letter to Canon Inc – faulty Canon EF-S 17-85mm f/4-5.6 IS USM lens

Dear Canon Inc

On two occasions I have purchased the Canon EF-S 17-85mm f/4-5.6 IS USM lens, and on both occasions there were serious faults causing the lens to not work and perform useless.

On the first occasion I got the familiar stuck/locked zoom, and this was repaired by myself. Read the comments left by all the other users who had exactly the same issue. It doesn’t make sense that there are so many of us.

On the second occasion I got the infamous “Err 01”, I worked out that this was the common flex cable issue. I was able to salvage the use of the lens by using Aperture Priority with the aperture at the minimum.

As I was travelling at the time, I took the lens to the Canon store in Kashighar, China, they charged me 600 Yuan (roughly $100), only to have the issue reappear shortly after.

A second time I took the lens to a third-party repairer in Kathmandu, this time the lens worked for a few days and then the issue reappeared.

I will not take the lens to the repairer a third time, and have purchased a Canon EF-S 18-55mm kit lens. I am disappointed that a lens of supposedly such high quality that costs in excess of five-hundred dollars has so many problems. And this is not a unique case, read the countless users who have experienced the same problems as I have on Google.

When there is a known problem with your product, it is your responsibility to issue a public product defect notice.

I have been a Canon user since owning a Canon PowerShot G3, I have owned multiple Canon IXUS camera and currently own two Canon 400D DSLRs.

I am seriously considering converting to Nikon.

Yours sincerely,

Travis Hydzik

Zhao Wei Dong from Kashgar Jiulong Photographic Goods Corporation was very unhelpful
First repair of the Canon EF-S 17-85mm lens
Business card of Kashgar Jiulong Photographic Goods Corporation
Second repair of the Canon EF-S 17-85mm lens
Business card of Bhandari Photo Shop in Thamel Kathmandu
The purchase of a Canon EF-S 18-55mm to replace the faulty EF-S 17-85mm