TMcL

I have been looking into buying a new camera and narrowed it down between the Sony a7R II and the Canon 5D4. I have been a Canon user for over 30 years and have a lot of Canon glass, so finally decided to go with the Canon. I placed my order this afternoon on the Canon USA website and received an order confirmation. Later in the evening I received an email saying "We regret to inform you that your order has been cancelled. We apologize for any inconvenience this may have caused." There was no reason or explanation given. I called customer service, and they told me that their automated system had cancelled the order. They too could not tell the reason. Their "fraud department" was closed for the night, so they said if I placed the order again, it would likely be cancelled again. I called my bank to see if there was a problem with the credit card, and they said the charge had been approved.

Needless to say, I did not anticipate such sloppy service from Canon. You would think that if their algorithm for checking fraud identified a potential problem, a real human would check and perhaps call to try and verify the order.

Has this happened to anyone out there? I'm wondering if this is karma telling me to go with the Sony

robertjerl Loc: Corona, California

You are taking this to seriously and personally. Stuff happens and Murphy loves to mess with computers. Your purchase just happened to trigger a faulty program feature.
Remember when the computerized trading apps caused a mass sale and crashed the stock market in Oct 1987? The auto sell apps dumped most of my father's investments in his pension fund, a total loss of about 2/3 of his pension value.
Actually I looked it up and computerized auto sale apps have caused several stock crashes every year.

SkyKing Loc: Thompson Ridge, NY

...nothing worth having ever comes easy...

cjc2 Loc: Hellertown PA

Not sure that I can help with what went wrong, but I do appreciate ANY company that has high standards and a good defense against credit card fraud. I suppose that sometimes it comes back to bite us, but I wouldn't be upset about what happened until I contacted the proper party and got things worked out. Best of luck. I've been there, but I've also had my card info stolen and used fraudulently. That whole process was even less fun.

Peterff Loc: O'er The Hills and Far Away, in Themyscira.

At least give them a chance to explain. Credit card fraud happens, I got a text this evening about a fradulent charge. Canon is generally good, but mistakes do happen.

BHC Loc: Strawberry Valley, JF, USA

I have to agree with the OP one one issue. The charge was approved by the bank and the funds transferred to Canon. Why take his money and then inexplicably cancel the order?

Peterff Loc: O'er The Hills and Far Away, in Themyscira.

How about giving them a chance to explain tomorrow? The OP is over reacting.

Haydon

I have nothing but GOOD things to say about Canon service/product/sales etc. I recently sent in my out of warranty 5DIII and the repair was for $274.00. When I called and told them I was a CPS Gold member, I had my camera back in 2 days and the bill was for $0.00.

I suspect there is more to this story and I would suggest you follow up further. If it's a credit issue I can't blame Canon for being cautious

I really wish these stories weren't posted until ALL possibilities were exhausted first. BAD PR stays as bad PR. The damage is already done and the finger pointing often is incorrect.

TMcL

I would have been okay if they had said they were putting the order on hold until they sorted things out. Instead, they canceled the order, without explanation, and without making any attempt to to resolve whatever issues caused the cancellation.

TMcL

Perhaps I am overreacting, but shouldn't they provide a reason for cancelling an order? Should it be up to the customer to call and ask for an explanation? They never said they would provide an explanation tomorrow. As far as they were concerned, the order was cancelled. Period.

TMcL

[quote=I really wish these stories weren't posted until ALL possibilities were exhausted first. BAD PR stays as bad PR. The damage is already done and the finger pointing often is incorrect.[/quote]



I hear you. Shouldn't that apply to Canon as well? Shouldn't they have just placed a hold on the order, instead of cancelling it, until all of their issues were resolved? And cancelling an order by email without contacting the customer personally IS bad PR in my book.

Haydon

If you are going to quote me I suspect you have already exhausted all possibilities? I don't think so...Over reacting is obvious and impatience to resolve. Have a nice day.

TMcL

I'm not sure how Canon defends against credit card fraud. I would expect they would submit my information to my bank which would either approve or disapprove the payment. In this case, the bank told me that the payment was approved. So why was the purchase cancelled?

cjc2 Loc: Hellertown PA

The ONLY way to get your questions answered is to call Canon when they open. Best of luck.

Peterff Loc: O'er The Hills and Far Away, in Themyscira.

Sure they owe you an answer about whar happened, why, and how they propose to fix the issue, but they may need time to investigate.

You are certainly annoyed, and with some justification, but you also appear to be making quite a lot of assumptions which can possibly be cleared up with a phone call and for Canon to investigate.