Lenses got scratched by shop after I sent them in for cleaning

[SeAnCoLd]

Hi all, I got a pair of canon FD lenses recently and since there was some oil on the aperture blades and a thin layer of haze on the elements , I sent them to P&G photographic for cleaning. I received them today and the haze was mostly gone on one lens. However, on the other, there is what seems to be cleaning solution residue (it's as if someone wiped it with a piece of cloth in one direction and didn't care if it left behind any marks). Also, I see quite a number of small scratches across the front elements of the two lenses. I'm really quite upset about this as I spend over 300 for the shop to clean these lenses that were without any scratches when I first bought them.

Has anyone got this same experience at the above mentioned shop? I read reviews about it being one of the most trustworthy shops with good service. I haven't brought it back there yet, but what do you think is a reasonable request? A pair of scratch free lenses got ruined after I paid 300+... One of them is a wide angle lens... I will shoot at f11 and beyond... the scratches are likely gonna show up in photos. Do you think I could ask for a full refund? Compensation for the lenses? Request that they buy these lenses at the price I bought it for?

 

[daredevil123]

Hi all, I got a pair of canon FD lenses recently and since there was some oil on the aperture blades and a thin layer of haze on the elements , I sent them to P&G photographic for cleaning. I received them today and the haze was mostly gone on one lens. However, on the other, there is what seems to be cleaning solution residue (it's as if someone wiped it with a piece of cloth in one direction and didn't care if it left behind any marks). Also, I see quite a number of small scratches across the front elements of the two lenses. I'm really quite upset about this as I spend over 300 for the shop to clean these lenses that were without any scratches when I first bought them.

Has anyone got this same experience at the above mentioned shop? I read reviews about it being one of the most trustworthy shops with good service. I haven't brought it back there yet, but what do you think is a reasonable request? A pair of scratch free lenses got ruined after I paid 300+... One of them is a wide angle lens... I will shoot at f11 and beyond... the scratches are likely gonna show up in photos. Do you think I could ask for a full refund? Compensation for the lenses? Request that they buy these lenses at the price I bought it for?

Firstly, scratches on most lens elements will not show even if you shoot at small apertures. Only scratches on the sensor will show. deep scratches on elements right in front or behind the aperture blades may show a bit. The rest you will not be able to see.

The best thing you can do now is to bring it back to P&G. They can deny it now, especially you already took it back home. Next time remember to check the lenses when you collect them.

 

[SeAnCoLd]

Firstly, scratches on most lens elements will not show even if you shoot at small apertures. Only scratches on the sensor will show. deep scratches on elements right in front or behind the aperture blades may show a bit. The rest you will not be able to see.

The best thing you can do now is to bring it back to P&G. They can deny it now, especially you already took it back home. Next time remember to check the lenses when you collect them.

Hi Albert, you are right about the scratches not affecting images. I was too tired last night - talking rubbish. Now that I'm more awake, I'm just not happy that I spent so much time and almost 700 SGD in total on the purchase and repairs of the lenses to have them greatly reduced in value because of scratches supposedly professional repairmen put on the lenses. Some of the scratches were on the surfaces in the lens, so I guess they can't deny that unless they claim that I took the lens apart and put the scratches there myself. Perhaps, I have been too trusting with too many people... Given the good reviews of that shop and how nice he was, I really didn't think it was necessary to check the lenses with a strong light source. Just eyeballed them under the weak lighting in the shop and walked off

 

[daredevil123]

Hi Albert, you are right about the scratches not affecting images. I was too tired last night - talking rubbish. Now that I'm more awake, I'm just not happy that I spent so much time and almost 700 SGD in total on the purchase and repairs of the lenses to have them greatly reduced in value because of scratches supposedly professional repairmen put on the lenses. Some of the scratches were on the surfaces in the lens, so I guess they can't deny that unless they claim that I took the lens apart and put the scratches there myself. Perhaps, I have been too trusting with too many people... Given the good reviews of that shop and how nice he was, I really didn't think it was necessary to check the lenses with a strong light source. Just eyeballed them under the weak lighting in the shop and walked off

Once the lens leave the shop they can deny. The issue is whether they want to admit to the issue. There are other possibilities also, that the haze covered the scratches so you were not able to see them. Now that the haze has been removed, the scratches become apparent.

In the end it all comes down to what you bought the lenses for. If you just want to use them, it shouldn't be any problem. If you are a pure collector, the scratches matter more. Also, a lens with haze will not sell for much anyway, so there is not much "drop" in value anyway.

 

[SeAnCoLd]

Yup. But paying 300+ for them to scratch the lenses doesn't sound right. The haze was on the rear elements, while scratches are on the front ones, so I'm quite sure they are new scratches and weren't masked by the haze. David pointed out that there were fungi marks on the rear elements where the haze was. Those I could see clearly in the shop, and it's quite clearly different from the scratches on the front elements when I compared them last night.

Anyway, thanks for the advice! Will give them a call later and possibly make a trip down in the afternoon.

 

[edutilos-]

The moment you take it and go it's your word against theirs. Next time you should insist for a deposit receipt detailing any flaws present. Otherwise it is still your word against theirs.

 

[SeAnCoLd]

The moment you take it and go it's your word against theirs. Next time you should insist for a deposit receipt detailing any flaws present. Otherwise it is still your word against theirs.

Yes, I understand that. My trusting nature doesn't equate to the fault being mine. They were the ones who scratched my lenses. The fact that I didn't check means I made a mistake in trusting them. They are still at fault for scratching the lenses. Brothers thinking of patronising that shop should take note. Just that I might not be able to make them do anything about it. Of course you can ask for a a list of pre-existing flaws before you leave the lenses there, and of course you can fault them eventually if they scratched your lenses, but the entire hassle of replacing the lenses especially when they are not easy to find is just not worth it.

 

[catchlights]

what lenses are these?
can show some photos of the scratches?

 

[daredevil123]

Yes, I understand that. My trusting nature doesn't equate to the fault being mine. They were the ones who scratched my lenses. The fact that I didn't check means I made a mistake in trusting them. They are still at fault for scratching the lenses. Brothers thinking of patronising that shop should take note. Just that I might not be able to make them do anything about it. Of course you can ask for a a list of pre-existing flaws before you leave the lenses there, and of course you can fault them eventually if they scratched your lenses, but the entire hassle of replacing the lenses especially when they are not easy to find is just not worth it.

Who is at fault doesn't matter nowadays. And I think none of us here is saying whose fault it is. It is the ability to prove who is at fault that gives you any leverage to make any claims.

 

[dennisc]

difficult to prove it's them or you, should have checked before leaving the shop. One mistake I did was didn't check when my Canon 200mm L was returned via courier. Lens chipped from the inside... maybe couriers fault maybe repairman. Went back to Canon, they replaced for me without question.

 

[nanof4]

Its always better to go back to original manufacturer. They surely have all the professional equipment to clean or calibrate thr len.

Given their reputation at stake, they might give you the benefit of doubt and give you a free repair/replacment, if not maybe at a repair fee thats very reasonable compare to normal rates.

 

[SeAnCoLd]

These are a FD 24mm f2.8 SSC and FD 50mm f1.4 SSC

The 50 is quite easily available, but the 24 can't be found easily in good condition

 

[SeAnCoLd]

Yeah... I guess it boils down to how nice they are to customers. David has been providing excellent service so far. Let's see what he says later.

I guess a request for a full refund is reasonable though they can possibly deny having scratched the lenses. I'll just keep the lenses and use them in any case. Thanks for your opinions

 

[SeAnCoLd]

Its always better to go back to original manufacturer. They surely have all the professional equipment to clean or calibrate thr len.

Given their reputation at stake, they might give you the benefit of doubt and give you a free repair/replacment, if not maybe at a repair fee thats very reasonable compare to normal rates.

Yup agreed. But, these are old lenses. Canon won't service them now

 

[nanof4]

I c . Pardon my ignorance.

 

[edutilos-]

Yes, I understand that. My trusting nature doesn't equate to the fault being mine. They were the ones who scratched my lenses. The fact that I didn't check means I made a mistake in trusting them. They are still at fault for scratching the lenses. Brothers thinking of patronising that shop should take note. Just that I might not be able to make them do anything about it. Of course you can ask for a a list of pre-existing flaws before you leave the lenses there, and of course you can fault them eventually if they scratched your lenses, but the entire hassle of replacing the lenses especially when they are not easy to find is just not worth it.

That's fine, just pointing out that no one can say for sure that the lenses were pristine and without scratches when they were handed in unless there is evidence... Not that I doubt your integrity, it's just how it can swing either way from a bystander's POV. It's not impossible that there are people who send in scratched lenses and then accuse shops of ruining them to get a discount or escape paying fees. Which is why I am puzzled why the shop itself doesn't take the trouble to protect itself - it has more to lose from my POV, in terms of reputation, whereas the consumer usually can just switch to another shop.

Cheers and take it easy!

 

[keithwee]

As Albert and rest have shared , it's now a bit of a 'disadvantage' since u have already collected the lenses and signed off as 'lenses collected in good condition' and it's up to the shop's goodwill now.

One thing I learnt is try your best to be nice & only bang table as a last straw. Shops are also not dumb in that they know that negative news and feedback spread fast and the last thing they want is a bad reputation , especially for someone in the lens cleaning business.

 

[SeAnCoLd]

Thanks once again for all your replies. I really appreciate it. I have spoken to David (shop owner I assume) and after a long drawn out session that started and ended amicably I got a refund for only half the repair cost for one lens.

To be honest, I wasn't happy how defensive he was. He was reluctant to even take a look at the lenses and insisted that he knew there were scratches and they were hidden by the haze. This was despite me telling him firmly that the haze was very thin and was on the rear elements while the scratches were on the front elements. I couldn't have missed the scratches. They were very obvious and I inspected the lenses very carefully many times under my desk lamp first and later using a powerful led torchlight.

Also, at first he asked me what would make me happy as a customer, so out of respect, I asked for only a full refund for the more badly scratched lens instead of both lenses. He agreed at first and said that customer's satisfaction is more important than money. As I had not brought the receipt, he insisted that I bring it back another day for "black and white" documentation. I said ok. After just seconds later, he went back on his word and said that he spent his entire Sunday cleaning the lens and that he will only agree to a half refund. Both my girlfriend and I were dumbfounded. What happened to customer satisfaction is more important than money? Reluctantly, I agreed because he wasn't going to budge. I then asked if I could save a trip and collect the refund without bringing the receipt back. He agreed wholeheartedly and said that policies can be changed. One must be flexible. After we walked out of the shop, we both agreed that this guy will say anything in his favour.

He did say no hard feelings and he will be extra careful next time I patronise him because he knows my standards are high. I agree - no hard feelings, but I'm intelligent enough to have learnt this lesson and avoid P&G Photographic Center. So if anyone wants to send your modern L lenses or vintage Leica lenses there, do consider this experience and what it says about the shop.

 

[daredevil123]

Glad to see you have come to a resolution.

Like I said, in the end, it is about money and profit margin. Stores with shops have a lot more financial pressure to do business due to high costs of doing business in our little red dot. Not easy for these folks to sustain their livelihood. Sometimes give a little take a little. Of course you might feel sour. But the key lesson is to check your lenses before and after the service, and do it in front of the shop personnel.

 

[fooj]

Thanks for sharing your experience. So far I haven let him service my equipment yet, however will take note.