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10/24/2005 08:38:30 AM · #1 |
Canon Support for non-professional owners of their SLR Owners SUCKS beyond belief!!!
They don't give you any "pre-authorizations" for return. No way to ID. Nothing!
What do they give you? An address and tell you to "ship it to one of these two addresses". Do they give you a ship ticket...nope, you have to cover the costs yourself. The fact that you dropped $4,000 on their camera means nothing.
So you call them, takes you a week before you can get info on your system. Then you discover they have no record of the battery grip. So now you have to get and give them your grip's "serial number" so they can find it.
The quality of the Canon repair service is of such sub-par quality it'd be laughable if it were not the fact that I have a $4,000 camera system there....
:(
I hope they fix it right the second time...I don't want to go thru this again!
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10/24/2005 08:42:15 AM · #2 |
| Do pros have some sort of service agreement with Canon? |
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10/24/2005 08:44:33 AM · #3 |
Originally posted by jhonan:
Do pros have some sort of service agreement with Canon? |
Yes, Pros can register as such with Canon and get all sorts of help others cannot get. Including loaners I believe. They take good care of their pros. But obviously they can't do the same for every Canon user in the world, that would be costly beyond belief.
Not to say they shouldn't organize their service department for the masses a heck of a lot better, but...
Robt.
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10/24/2005 08:48:32 AM · #4 |
That sounds like an awful experience...I work in retail purchasing and can tell you the warranty return policies of over 200 vendors I deal with. Some are great, others need some work (that's my job)...it sounds like Canon needs to refine their procedures.
Personally, I brought my 1d to a Canon service centre in Toronto at 4:55 pm on a Friday (barely made it before closing time) and although I'm not a CPS member they said they would clean the sensor and have it shipped back to me at no charge. I was very happy with the service but did find two problems:
1) They used to do on-the-spot cleaning but don't offer than anymore.
2) I asked them if they had a loaner and they said that even if I was a CPS member they were all out of loaners right now. If I was relying on my camera to put dinner on the table, I wouldn't be too happy. |
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10/24/2005 09:50:08 AM · #5 |
hey, at least you could find something out. I have emailed konica minolta several times about missing items that were supposed to be with my camera. only response i ever got was" your message is being forwarded to the customer support, thankyou" that was serveral months ago and have never gotten an email or phone call. They dont even list a customer servic # I could call...all i can do is send freaking emails. but they did manage to dig my email addy up to offer me a first look at the new max 5D...I simply replied that i would not be purchasing anything from them ever again and that I would tell eveyone I knew how sad thier "customer support/service" really is. oh yeah..i also told them that i was purchasing an olympus Dslr in the next few weeks with several len's...too bad for them! like they really care tho right!
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10/24/2005 11:57:00 AM · #6 |
Originally posted by bear_music:
Originally posted by jhonan:
Do pros have some sort of service agreement with Canon? |
But obviously they can't do the same for every Canon user in the world, that would be costly beyond belief.
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I'm not saying they should give out loaners, personal reps, etc. to every customer...but I think if I spend $4k on theirs cameras and lenses and they are defective. a) a shipping ticket would be nice b) at the very least they should issue an RMA and give me a way to track the situation
Message edited by author 2005-10-24 15:57:09. |
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10/24/2005 12:00:28 PM · #7 |
Originally posted by smilebig4me1x:
hey, at least you could find something out. I have emailed konica minolta several times about missing items that were supposed to be with my camera. only response i ever got was" your message is being forwarded to the customer support, thankyou" |
Well, I've reached the point where I won't take any more crap in dealing with poor service. If Canon does not find or replace my battery grip I will simply find out the next time the Canon rep will be at a local camera shop. a) Give him opportunity to remedy the matter. b) If refused, simply pick up a display unit ...tell him "thank you...I'll be taking this one" and walk out.
Message edited by author 2005-10-24 16:01:28. |
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10/24/2005 12:12:05 PM · #8 |
I sent my camera for repair by courier and they received it on September 22 ... I received it back on October 19. I sent it in before my warranty ran out. The button you depress to change lenses popped out and couldn't go back in. They were nice enough to clean my sensor, but they failed to return the body cap I had placed on the camera. Yup, they just shipped it back with the big gaping lens hole. Smooth. I love Canon, but I'm not sure about their service. Just hope your camera doesn't need repair.
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10/24/2005 12:24:33 PM · #9 |
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10/24/2005 12:50:24 PM · #10 |
If it's any consolation Canon's service sucks in New Zealand as well...
I have had no end of minor niggles with them over slipped delivery dates on new gear and under warranty repairs to my 20D & Grip.
Luckily I've had access to a spare camera the times mine has been away, and I even got a loaner out of the shop for four weeks to cover what Canon claimed would be a 2 day turn around repair job.
I'm going to have to return the 10D I've had borrowed from a friend next month, so I'm seriously looking at buying another body to have as a spare. I really don't want to be without a camera just because Canon can't get their shit together.
Canon cameras for us 'semi-pro' types are a love-hate thing. The gear is great, but the service sucks beyond all belief. And it dosn't seem to matter how much coin you drop on pro lenses, if you've not got a pro body CPS isn't an option.
On the down side, apparently Nikon service here in NZ is only slightly better, but I understand in the US it's pretty good.
Cheers, Me.
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10/24/2005 12:50:53 PM · #11 |
Originally posted by Jacko:
Yup, they just shipped it back with the big gaping lens hole. Smooth. I love Canon, but I'm not sure about their service. Just hope your camera doesn't need repair. |
Let me guess....you shipped it to the NJ center? I debated paying the extra $$$ for the California repair center. |
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10/24/2005 12:57:35 PM · #12 |
| Had a slight problem with gunck in the sensor.Took my camera to my purchase point.Done.With a healthy discount(on a cleaning equipment set and tutorial on how to do.(Didn't want to do it myself as it may void the warranty)Happy shooting! |
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10/24/2005 12:58:53 PM · #13 |
| Things have problems.It is a fact of life.Adjust your attitude.Don't get angry. |
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10/24/2005 01:10:42 PM · #14 |
Originally posted by modprod:
Things have problems.It is a fact of life.Adjust your attitude.Don't get angry. |
We're not complaining about the faults, we're complaining about Canon's attitude towards mortal photographers. It's a perfectly normal thing to whine about poor service.
I don't have a problem with the fac that every complex device/system is going to have problems, cameras are no exception. Personally I'm amazed my gear is still working at all with the treatment it gets. :-).
Cheers, Me.
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10/24/2005 01:19:34 PM · #15 |
| Very funny Kiwichris you are right.But I an saying that I had great service from Canon. |
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10/24/2005 01:22:04 PM · #16 |
| Being a Foreigner in China may make a diffrerence.That's China.They try a little harder. |
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10/24/2005 01:25:00 PM · #17 |
I've had great service in Montreal, I had to have some warranty repairs done to my 70-200, dropped it at the local centre, got it back 10 days later working perfectly. Crossing my fingers I won't need more service from them. But so far so good.
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10/24/2005 01:29:00 PM · #18 |
Originally posted by modprod:
Things have problems.It is a fact of life.Adjust your attitude.Don't get angry. |
Too many things have problems. And I, am given very little recourse.
At $4,000 I don't think my attitude needs any adjustment what-so-ever. I think a particular company needs an attitude adjustment. Will there be defective units. Yes. But should I have to deal with defective service? Not at a $4,000 premium I should not. Thank you!
Originally posted by doctornick:
I had to have some warranty repairs done to my 70-200, dropped it at the local centre |
You know, I keep hearing this... "dropped at center = had good service". Not having a center in your town (which few do) = royal pain in the rear. |
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10/24/2005 01:31:46 PM · #19 |
Originally posted by modprod:
Things have problems.It is a fact of life.Adjust your attitude.Don't get angry. |
Actually, because it's a fact of life that things have problems, the manufacturers of those things have a responsibility to fix those things. Some companies think that once they've got your money, you seize to exist. Camera companies aren't nearly as bad as some companies (like for example Sprint, which out of the blue disabled my cell phone and then wants to charge me for "early termination"!), but lousy customer service should never be accepted quietly. Saj, have you tried writing to the CEO? I've heard that large corporations make a point of hiring competent people to filter mail addressed to the CEO, so if your message is good, someone there might actually listen. |
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10/24/2005 01:34:48 PM · #20 |
Originally posted by magnus:
Saj, have you tried writing to the CEO? I've heard that large corporations make a point of hiring competent people to filter mail addressed to the CEO, so if your message is good, someone there might actually listen. |
I've been thinking of writing something, and trying to reach a VP in customer service or such. Going to wait till the ordeal is over... (just in case there is more to add). |
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10/24/2005 01:52:34 PM · #21 |
Originally posted by theSaj:
..... If Canon does not find or replace my battery grip I will simply find out the next time the Canon rep will be at a local camera shop. a) Give him opportunity to remedy the matter. b) If refused, simply pick up a display unit ...tell him "thank you...I'll be taking this one" and walk out. |
I certainly would NOT recommend this course of action as I do believe that not unlike Canada, actions of this nature would fall under the category of ...."Theft".
Do let us know......we might be able to post your bail.... hehehehe.
Ray |
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10/24/2005 01:57:08 PM · #22 |
Perhaps I am in the minority here, but I have nothing but laudable comments to make about my experiences with Canon Canada in Montreal. My daughter was running about the house with her G3 in her hands when she slipped on the hardwood floor, and severely damaged the camera.
I brought the camera to Canon in Montreal, where not only did they repair the damages caused, but also cleaned the unit and replaced a small part I had not noticed was broken.......and all for the price originally quoted me.
Things might be different the next time,,,,,,but for now I am a very satistied customer.
Ray |
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10/24/2005 02:04:46 PM · #23 |
Originally posted by RayEthier:
Originally posted by theSaj:
..... If Canon does not find or replace my battery grip I will simply find out the next time the Canon rep will be at a local camera shop. a) Give him opportunity to remedy the matter. b) If refused, simply pick up a display unit ...tell him "thank you...I'll be taking this one" and walk out. |
I certainly would NOT recommend this course of action as I do believe that not unlike Canada, actions of this nature would fall under the category of ...."Theft".
Do let us know......we might be able to post your bail.... hehehehe.
Saj that would of course be theft. You're from New Haven!
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Clicke here for New Haven Camera Shops.
Message edited by author 2005-10-24 18:07:11.
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10/24/2005 02:11:53 PM · #24 |
Originally posted by theSaj:
Well, I've reached the point where I won't take any more crap in dealing with poor service. If Canon does not find or replace my battery grip I will simply find out the next time the Canon rep will be at a local camera shop. a) Give him opportunity to remedy the matter. b) If refused, simply pick up a display unit ...tell him "thank you...I'll be taking this one" and walk out. |
I can sure understand your frusteration, but don't take it out on the dealer. We have the same sorts of issues with Canon service that you do. We just have to hear the complaints from all our customers in addition to dealing with the service problems.
I had a camera come back from Canon 10 weeks after we sent it. And as a dealer we are supposed to get priority service.
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10/24/2005 02:13:38 PM · #25 |
Originally posted by RayEthier:
I certainly would NOT recommend this course of action as I do believe that not unlike Canada, actions of this nature would fall under the category of ...."Theft". |
Perhaps legally, however I have no regard for the law, merely morality. And as such, I do not see it as theft. Merely, the re-claiming of property.
I have very little regard for a legal system that aids and abets large corporations but gives little to no recourse to the common citizenry. *shrug* But that's a whole nother debate.
Originally posted by "neophyte":
New Haven Camera Shops |
As for the the camera shops. James is an old shop been around for a while. On it's last leg now. I'm not even sure about the other two. But I doubt any of them would likely receive a rep. We do have a fair sized shop a couple of towns over. Milford Camera. However, as I have said...such will be a last result. And only if in the end I find myself short a battery grip.
Originally posted by "blemt":
I can sure understand your frusteration, but don't take it out on the dealer. |
Oh...wouldn't think of it. That would just not be right. No, I said "Canon Rep". As in at least on one occasion the there was an actual "Canon" rep at one of the larger shops showing off new models, lenses, etc.
As such, the taking of said good from a Canon rep would be direct from Canon. The other idea...and this might be more practical and realistic as it does not come into the question of theft. Would be to take the rep's Canon 1ds MKII hand him a note that states.
"Dear Canon (and said corporation's representative),
I will return your 1ds MK II upon the return of my battery grip."
So then it would be a case of camera napping and "ransom". *lol*
No...our brick & mortar camera shops are struggling to survive as it is. Harming them would result in me having to drive 100 miles if I didn't want to buy it online.
Originally posted by "Blemt":
I had a camera come back from Canon 10 weeks after we sent it. And as a dealer we are supposed to get priority service |
If they did that...I would make a detour on my next trip down to PA to the New Jersey repair factory. Walk in and be like....look...where is my camera? is it fixed? no? walk up to a repair person....fix now! if you don't have the part....give me a new one NOW and you can sell this one as a refurb on ebay.
I'm sorry...at 10 weeks and $4,000 I'd be so fuming the American CEO might find me on his doorstep. I know it sounds irate but I have essentially been robbed of several thousand $$$ as far as I am concerned from goods companies. And sadly, I find when I treat them nice nothing gets done. Then I have to call and be irate and come on strong...then all of sudden they can do something. *blargh*
Message edited by author 2005-10-24 18:22:42. |
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