Canon factory lost my camera? - DPChallenge Forums

08/26/2005 11:05:40 AM · #1

Hey everyone,

I'm just wondering if anyone has ever sent in their camera on warranty to a Canon factory to get fixed and how long it look for the repairs to take place. I shipped mine out a couple of weeks ago (with insurance) via UPS. I know for a fact that the camera was received and signed by someone at the factory last Friday the 19th. I've been communicating through email with Canon support, and they are unable to find any information on my camera at the factory. They keep asking me if I shipped the camera myself, what shipping method I used, and who it was shipped by. I've given them this information twice. Maybe I'm just a little paranoid, but I really miss my camera! Has anyone that has ever sent in their camera ever experienced any problems with the factory? How long did it take to get it back? I'm really lonely without mine! :P

Thank You,
Heather

08/26/2005 11:08:44 AM · #2

I am greatly disturbed by this, as I am shipping my 20D w/grip & 70-200mm to them soon. I dislike their lack of RMA. Their requiring I ship to fix their product. Especially for the quantity of people having the same problem.

I am thinking that there may be a case for a class action suit brewing with the 20D lock-up issue. I am highly disappointed in Canon's support service.

GreenGiant

Tamron SP AF 28-75mm f/2.8 XR Di for Canon

08/26/2005 11:09:11 AM · #3

Tell them to send you a 5D for your trouble...lol

Ty

moswyn

Canon EOS-7D

Sigma 18-50mm f/2.8 EX DC for Canon

08/26/2005 11:21:04 AM · #4

I sent mine in and it was back fairly quickly... two weeks or so?

Canon EF 17-40mm f/4L USM

08/26/2005 11:30:21 AM · #5

A 5D! That would be nice! Maybe I'll mention that to them ;)

theSaj, I was worried about sending my camera in too. I'm sorry if I have worried you. I sent in my 20D with the battery grip as well. I was stupid and insured the camera during shipping, but I forgot about the grip. Hopefully it'll be fine since the camera is already at the factory. It just scares me that it's been sitting there for a week and no one is able to find any information on it. I'm a little disapponted with Canon's support as well. Good luck with your repairs!

moswyn, did they give you a repair number that you could use the check the status of the camera online? They haven't sent me one yet.

LoudDog

Canon EOS-350D Rebel XT

08/26/2005 11:32:35 AM · #6

I sent my S2 in and got it back in about 2 weeks.

Send a copy of the delivery proof to them. If you have proof it got delivered they owe you a camera.

LoudDog

Canon EOS-350D Rebel XT

Canon EF 17-40mm f/4L USM

08/26/2005 11:34:42 AM · #7

I sent mine back 2nd day air and called them about 4 days in to verify they received it, but they didn't have it on record. they said it takes a few days to get in the system. I forgot to call back and it showed up with the fed ex man one day.

Canon EF-S 10-22mm f/3.5-4.5 USM

08/26/2005 12:08:07 PM · #8

"I was stupid and insured the camera during shipping, but I forgot about the grip."

[[[Did you ship it in the same box or seperately? if in the same box then you should be okay.]]]

What scares me is UPS states "they won't insure electronic items unless shipped in original package. Canon stated to me NOT to include original packaging.

!@#$%

srdanz

Canon EOS-5D Mark IV

08/26/2005 12:26:20 PM · #9

I use USPS instead. I've shipped with USPS and haven't had a problem ever, with either the delivery or insurance. Haven't had to file a claim yet, and my sample size is 2 shipments, so take it for what its worth.

ps. congrats on the engagement, Jason!

TechnoShroom

Canon EOS-30D

Canon EF 100mm f/2.8 USM Macro

08/26/2005 12:28:12 PM · #10

I am always nervous when service is required. My camera went to the Irvine repair facility four times. At one point they had it nearly three months. They said they had to order a part. The camera was set aside and even after the part came in they didn't resume repair. My mistake was going through customer service instead of contacting the repair facility directly. Customer service only knows what the repair center puts in the database even though they try to make you think they are aware of all the details, they are not.

In another incident they placed my camera and a lens in a plastic bag, tossed this in a poorly padded box, and shipped it back to me. Because of the way they packed the items they were allowed to rub together. This caused the top LCD to be badly marred. They did pay to send it back and have the LCD replaced though.

Nikon AF Zoom-Nikkor 80-200mm f/2.8D ED

08/26/2005 12:30:32 PM · #11

Originally posted by srdanz:

ps. congrats on the engagement, Jason!

Thanks srdanz

(USPS lost 700+ worth of items I shipped once and gave me the run around...I am always leary)

Parallel

Nikon D200

08/26/2005 12:30:52 PM · #12

damn.. that is disturbing.. i have an extra warrenty on my camera for 3 years including water sand theft and loss with the shop i bought the camera at. so they garantee all shipping to nikon for my d70 including lenses. but sending via ups or otherwise... i dunno.. i wouldn't trust it

TechnoShroom

Canon EOS-30D

Canon EF 100mm f/2.8 USM Macro

08/26/2005 12:31:14 PM · #13

Originally posted by heathernoll:

moswyn, did they give you a repair number that you could use the check the status of the camera online? They haven't sent me one yet.

I wouldn't worry about that. One time I sent mine in and it was returned, repaired, before showed up on the website. Just make sure you check the status with the repair facility directly instead of via any Canon customer service number.

nsbca7

Mattel Barbie Photo Designer Digital Camera

08/26/2005 01:07:50 PM · #14

Originally posted by heathernoll:

They lost my 1Ds once at the NJ facility, but they found it about a week later.

Then they sent it back without touching it. (I put a small piece of scotch tape on the battery compartment cap and it had not been touched).

Good luck.

doctornick

Apple iPhone 13 Pro

Canon EF 24-70mm f/2.8L USM

08/26/2005 01:11:35 PM · #15

Had to send my 70-200 f/2.8 for service, got it back working in 10 days.

Canon EF 70-300mm f/4.5-5.6 DO IS USM

08/26/2005 01:49:48 PM · #16

theSaj:
I did ship the camera and battery grip in the same box. I never knew that Canon doesn't want products shipped back in the original box. Do you know why that is? I packed mine in the original box and put that in another box. No body ever questioned me when I took it in to get it shipped either. They just asked me if I wanted to insure it and I said yes.

nsbca:
That's awful! I'd be furious if my camera came back untouched.

TechnoShroom:
I had been communicating with customer support, but I just got a number for the factory, so I will have to give them a call on Monday.

cpanaioti

Canon EOS-40D

08/26/2005 01:56:59 PM · #17

I had to send in my 28-135 some time ago. The shop I used as the intermediary never had any info so I contacted customer service.

I started by asking questions like how long something should take. When they gave me their standard answer of 10 days turnaround I advised them that that deadline had long been passed. They sent me a new lens.

You may want to start out by asking general questions about repair time etc and how long it takes for something sent to them to get recorded in the system then give them the details of your specific situation.

nsbca7

Mattel Barbie Photo Designer Digital Camera

08/26/2005 01:57:03 PM · #18

Originally posted by heathernoll:

I was. It was the second send back for the same problem. I think Canon had my camara half of the actual time I actually owned it.

As far as shipping in the box, I do that every time with no problem.

Gordon

RIM BlackBerry Curve

Canon EF 85mm f/1.8 USM

08/26/2005 03:41:28 PM · #19

A friend shipped a 100-400 L lens to Canon for repairs. They shipped it back in an envelope, without any padding/ protection. He got several pieces back in the mail.

Haven't heard much good about Canon factory treatment...

faidoi

Pentax K10D

Pentax DA 18-55mm f/3.5-5.6 AF

08/26/2005 04:24:44 PM · #20

Sounds like Dell. Get folks to buy and screw them at the service end :P

Message edited by author 2005-08-26 20:25:14.

lynnesite

Canon EOS-1D X

Canon EF 70-200mm f/2.8L IS USM II

08/26/2005 07:28:30 PM · #21

I guess we're only gonna hear the badstuff.

Me and several members of our LA Canon dSLR group have good things to report about the Irvine repair center. Quick turnaround, durable plastic used to protect the camera while in repair, professional demeanor by the staff, clear documentation of what was done.

jbsmithana

Nikon D300

Nikon AF-S DX Zoom-Nikkor 12-24mm f/4.0G IF-ED

08/26/2005 08:34:25 PM · #22

I sent in a pair of Canon IS binoculars and got them back within two weeks fixed, tuned and cleaned. No complaints and I'm a Nikon guy.

nsbca7

Mattel Barbie Photo Designer Digital Camera

08/26/2005 08:56:08 PM · #23

Originally posted by lynnesite:

Me and several members of our LA Canon dSLR group have good things to report about the Irvine repair center.

That will be where I send mine if there ever is a next time. (fingers crossed)

08/29/2005 05:47:16 AM · #24

Originally posted by heathernoll:

Did they actually return it in those original boxes?