Canon Binoculars Sticky Rubberised Coating

CANON BINOCULARS – RUBBERISED COATING GOING STICKY

If you are having problems with the rubber coating on the canon binoculars 10×30 IS or 18×50 IS then you may be interested in following my paper trail of email communications with Canon’s customer services. It will give you an idea of how Canon have dealt with this potential manufacturing problem should you be unfortunate enough to have to go through the same experience.


FROM CANON

About 9th October I sent an email via the Canon website

Date: 11/10/2017
Service Request: 1-18820162187

Dear Beal,
Thank you for your enquiry

I am sorry to hear that your equipment’s rubberised coating has deteriorated. It is with regret to advise you that the 10X30IS model is no longer supported by Canon UK since February 2013.

We constantly update our range of products to keep abreast of fast changing technology. It is our policy as far as possible to retain spare parts for the product range for five to seven years after the end of production. When we are aware that the spare parts retention period is coming to a close, we will replenish our spare parts stock as far as is possible to enable us to continue to offer a service to our customers.

It is therefore with regret that we have to inform you that we are unable to undertake a repair on your product under our normal Terms and Conditions of Repair due to a lack of spare parts.

I am sorry that on this occasion I am unable to provide you with an alternative solution.

Yours sincerely,

Maureen Rowles
Canon Services & Support

Tel: 020 7660 0186
Opening hours:
08:00 – 20:00 hrs (Monday to Friday)
09.00 – 18.00 hrs (Saturday)
10.00 – 16.00 hrs (Sunday)


FROM ME

Email sent 11th October to UnitedKingdom@support.canon-europe.com

Dear Maurine,

Thank you for what appears to be a cut and paste reply used for other complaints about your rubberised coated products.

I have started this communication in the belief that Canon are a well respected company, which one can not only trust, but also expect high quality products in line with the prices charged. I own a Canon camera, very expensive Canon lenses and other quality Canon products that include two high end Canon binoculars, both of which are rubberised.

Now that the coating on my binoculars are failing after only a few years of light use, I am expecting equally high quality customer service to rectify a problem which is a straight forward quality control issue.

I intend to have an ‘open’ communication via social media so that other owners of your rubberise binoculars can benefit from peace of mind in the way that Canon have dealt with this issue and not lose faith in the Canon brand.

I am sure that Canon will be keen to resolve


FROM ME

Email sent 02/11/17 to UnitedKingdom@support.canon-europe.com

Dear Maureen,

I have not received a reply to my last email dated 11th October and am anxious that we find a suitable solution to the problem of the rubber coating on my canon binoculars 10×30 IS, particularly as I am concerned that this is going to happen to my canon binoculars 10×50 IS which are only a year or so younger and very expensive.

There is nothing untoward in the way that I store my binoculars or in their use on the few occasions that they required. Non rubberised binoculars do not experience any detrimental deterioration outside of normal wear and tear and certainly do not become sticky.

I look forward to an early reply.

Best wishes,

Adrian Beal


FROM CANON

Date: 02/11/2017
Service Request: 1-18820162187

Good afternoon Adrian

Thank you for your email

I am sorry that it would appear that your email reply has not been received.

My reply to your previous email is to inform you that the Model 10X 30 IS Binoculars is now a product we can no longer support due to the age and lack of parts available to us.

With regards to the deterioration of the rubber coating on your 10x 30is unfortunately we are unable to offer a solution to your request or indeed a reason why this has occurred. We have to take into account lots of circumstances as to why material deteriorates. However, we do not have the facility to conduct tests upon the material deterioration or its causes.

We would treat each case of a product fault on a case by case basis. However, in this instance we are unable to support the 10X 30IS.

With regards to your 10X 50 is Unfortunately this is a model I am unfamiliar with as it doesn’t seem right? can you please confirm the 2nd model Binoculars that you have and warranty status.

I hope my explanation is clear, however if you have any further questions relating to this matter please feel free to reply.

Yours sincerely,

Maureen Rowles
Canon Services & Support

Tel: 020 7660 0186


FROM ME

Email sent 02/11/17 to UnitedKingdom@support.canon-europe.com

Dear Maureen,

Thank you for your very speedy reply… less than an hour I believe! Sadly I think that it was a little too speedy to take on board my complaint.

It may be more helpful to forget the fact that you are no longer supporting my particular binoculars. What is important is the nature of my complaint as it refers to the materials used and not the superb design, engineering and performance of Canon’s otherwise excellent product.

I guess that ‘customer services’ are more about the handling of customers rather that the products themselves, but I am absolutely sure that the ‘powers that be’ rely on customer feedback both good and bad to prevent the company moving blindly forward in ignorance.

The issue about the rubberised coating turning sticky is not new. A quick trawl on the internet will provide ample examples and comment, which is in my mind rather worrying as either feedback has not been forwarded to the design department, or it has, but Canon have not proved to themselves that there is indeed a problem. Either way the rubberised coating is still being widely used on the latest Canon binoculars and other products.

I think therefore that your technical department would be very keen to take my complaint seriously and be urging Customer Services to get hold of these binoculars for examination. They would certainly not wish to miss this opportunity of discovering what has gone wrong and why the coating has failed.

Not assisting your product development team by fending off a valid complaint with a wishy-washy excuse that the product is no longer supported is a disservice to all concerned. I repeat that it is the coating at fault here and not the product, and that Canon are still very much involved with the coating. I will refrain from cynical thoughts of ducking the issue by quickly withdrawing ‘support’ for products…

Having read this I am sure that you will be very keen to get your hands on my binoculars for examination, which is what you should have requested in the first instance. To that end please send me a suitable postage paid container and I will return them promptly.

Yours sincerely,

Adrian Beal


FROM ME

Email sent 07/11/17 to UnitedKingdom@support.canon-europe.com

Dear Maureen,

Please confirm that you received my last email dated 2nd November and that it will be responded to shortly.

Best wishes,

Adrian Beal


FROM CANON

Date: 07/11/2017
Service Request: 1-18820162187

Good Morning Adrian

Thank you for your reply

I have discussed the situation with my manager and we agree to have your binoculars retuned for further investigations.

May I ask you to provide your full postal address and I will send you Royal Mail labels via email.

Please ensure that you package your binoculars securely and include a covering note inside with your contact details, a summary of the issue and may I also ask you to include details of how the item is stored, are they stored near a heat source ? radiator ? , the temperature in which they are stored, locations the item is used, and if you use hand creams or lotions ?

Upon receipt your equipment will be passed to our specialist and we will then contact you with our findings.

I do hope this information is useful and I look forward to your reply.

Yours sincerely,

Maureen Rowles
Canon Services & Support

Tel: 020 7660 0186


FROM ME

Email sent 07/11/17 to UnitedKingdom@support.canon-europe.com

Dear Maureen,

Thank you for your prompt reply.

My address is:

Adrian Beal
****
****
King Edward’s Parade
Eastbourne
East Sussex
****

Once I have your packaging labels I will send the binoculars off.

In the meantime I can confirm that they are kept in their little black bag inside my lounge sideboard. The nearest radiator is about 4 feet away around a corner and tucked into the window bay so there is no possibility of direct heat. The room thermostat is set to 20°c and I can confirm that I do not use any lotions or hand creams so there should be no sign of any unnatural products on them.

I am based on the coast but rarely take the binoculars outside so their main function is to view shipping in the channel and moon gazing. I can confirm that there has been no unusual use or storage conditions that would make me suspect that this could be the cause of the rubber going soft and sticky and for this reason I am very concerned about my other more expensive pair which are the 18×50 IS UD 3.7° all weather binoculars. Whilst they are fine at the moment they are a year newer and so I fear that the rubber may ‘turn’ shortly.

I hope that has answers your questions fully but if not then please don’t hesitate to request more information. I am happy to email you a photo of the sideboard and location if required.

Yours sincerely,

Adrian Beal


Canon Binoculars 10×30 IS and 18×50 IS Rubber Coating

WARNING! CANON BINOCULARS – RUBBERISED COATING GOING STICKY This blog was started in November 2017 is still ongoing and is regarding the rubberised coating on my canon 10×30 IS binoculars that have gone soft and sticky. If you have experienced a similar problem then please email me so that we can join forces in getting Canon …