UPDATE: I called Canon this morning and once again asked why my order had been cancelled. Once again they did not offer any explanation. I asked to speak with the fraud department, but the sales rep said it would be better to simply place a new order. She assured me that since she was going to enter the order manually, as opposed to putting it through the automated system, it would not be cancelled.

Even though I had spoken with a representative and provided all the information that was asked of me, I received a voice mail message a few hours later asking me to call Canon. For some reason they wanted me to re-verify my name, address, credit card information, etc. Apparently this was a different division within Canon. I checked my bank account online, and at this point Canon had placed two "pending transactions" of $3k each on my credit card; meaning my available credit had been reduced by $6k. I asked what they needed to verify, since the bank had apparently approved both transactions, and they already had all the information they needed to do whatever verification they needed to do. All they said was that they could not process my order without me giving them the same information once again. I spoke with two levels of supervisors. Same answer. I asked if I could speak with someone who was empowered to make an informed decision based on the specifics. They said no one could make any exceptions. I spent a lot of time on hold and being shuffled between departments. Not only were they not helpful, they were rude.

The person who took my order in the morning had told me that the camera would ship that day (Friday), since their cut-off time for same day shipping was 12:30 PM. Since it was now about 2 PM, I asked if the re-verification would be done in time to ship the camera on Friday. They said they could not guarantee it; and that since Monday is a holiday, it would likely ship next Tuesday.

At this point I thanked them for their time, and called Adorama to place my order. In the process I saved about $200 in sales taxes, so I decided to get a spare battery for the new camera! A couple of hours later I received a tracking number.

Interestingly, as of right now (early Saturday morning), Canon has still blocked $6k on my credit card.

I've tried to present just the facts, without offering any opinions. I am beyond disappointed with Canon.

I have nothing but GOOD things to say about Canon service/product/sales etc.

It's good that Haydon has high standing with Canon and good things to comment on. Any yes, we may not have all the facts about TMcL's situation. But this could be a case of a little smoke suggests fire.

I too have used Canon cameras - 35mm, 8mm movie, Super 8 movie, digital movie, and several digital cameras for roughly 40 years. All as a hobbyist and not a good one at that. I've always been satisfied with Cannon. When I lived in NJ, I used to drive my Cannon camera to their service center off of Exit 8 to the NJ Turnpike to be repaired. Other that a long wait, that worked fine.

Recently, however, when I decided to learn more about photography and to practice, I decided to have my Canon 5D cleaned. I called the service center in VA and talked with the rep who was very polite and enjoyable to speak with. He told me to send the camera in to be cleaned. I did. Two weeks later, I hadn't heard anything, so I called. The rep who answered the phone said that they wouldn't clean it because it was out of warranty - I bought it 8 years ago. The rep was NOT helpful even though another Canon rep told me to send the camera in to be cleaned. I ask to speak to a supervisor and was connected to a person who identified himself as a "Management Rep." He couldn't have taken any management courses on how to talk to customers...only how to read them the company line. He even told me that the camera was never taken out of my shipping box and was going to be returned to me. THAT'S AFTER TWO WEEK OF SITTING ON THEIR SHELVE. Ultimately the management rep agree to do superficial cleaning, but would not touch the sensor or open any parts of the camera because it was out of warranty. For that "cleaning" I was charged $125 plus shipping. I was not happy with the calls that day!

Mine might be another one-off story, but it left a terrible taste in my mouth and if I ever get good enough to buy a new camera, I'll remember Cannon's helpfulness. If nothing else, if there are any Cannon reps who are hedgehogs, it's helpful for them to hear what consumers/customers have to say about their service.