PaulR01 Loc: West Texas

I sent a lens into the California Authorized Service Center that has already worked on this lens under warranty. Its been 12 days since they received the lens at their shop. I have driven to LA and back from Texas and worked in LA for 3 days. I spent the last 2 days trying to get updates because I had to rent the same lens for a project today and this weekend and I get a vague response from them that its on the bench. Well today I get a support rep finally that wanted answers. He found out that the lens is in Virginia and its going to be another 5 days before they can ship it. I spent 70$ in freight, second-dayed it, to get it to California last month so I could have it back in their 7 day turnaround to have it by today. WTF

jimmya Loc: Phoenix

I've not had to use any kind of camera service with my Canons. But it sounds typical large business to me where the left and right hands don't know what the other is doing. Good luck.

aggiedad Loc: Corona, ca

I'v been to the Canon repair facility here in Irvine then in Costa Mesa three times and received great service each time.

jeep_daddy Loc: Prescott AZ

This is the first time I've heard of a bad comment about Canons service. If you own several Canon products, and you use your equipment in business, I'd suggest you join the Canon Professional Services club. This will most certainly get you better service. I've been a gold member for 5 years now and I can tell you it's worth every penny. They have 3 levels of CPS. Silver, Gold, and Platinum. $0; $100; $300/year

The free or Silver membership really doesn't get you anything. But the Gold membership (what I have) gets you a 20% discount of parts and labor prices, 2 day guaranteed turn around with free overnight shipping back to you and 5 free clean and checks. They call it something else now, but they do an 18 point check on bodies and 10 point check on lenses (something like that) and when then check the bodies, they clean the sensor too so you won't have any spots on your images. I had my 70-200 lens in there for clean and check along with a 1.4x teleconverter that I told them wasn't as sharp as I expected them to be together. They found that the bayonet on the lens was damaged, and the button on the teleconverter was sticking. The fee to repair them minus the 20% discount (savings) almost paid for the price of membership. It more than paid for itself last year when I damaged my 5D MkIII body and had to have it repaired.

If you buy the Platinum membership, you get a 30% discount, and if requested, a loaner until they fix it, 1 day turnaround with overnight shipping. Of course this all depends on how fast the courier can deliver the items. They use FedX.

SharpShooter Loc: NorCal

Paul, no, I've never had a problem but I use CPS and usually get 24 hour turn-around.
IF you mailed it yourself...., how did it get to Virginia and why??
Not being CPS you probably can't ask for a loaner, but you could try!
If you have a fair amount of equipment that you depend on professionally, maybe it's time to join, even at the lowest level?! Good luck
SS

PaulR01 Loc: West Texas

I have been seriously considering this. Got a first year student at College this year and one following in two years. So things are a little tight at the moment.

jdubu Loc: San Jose, CA

I've sent in and received lenses and bodies in for repair and cleaning/maintenance as a member of CPS. Turnaround times have been within 2 days as per membership rush agreement.

Long ago, I sent in a 16-35LII because it went out of focus a week before the warranty expired. This was before I became a member and the turnaround was 5 days in their hands.

Perhaps the priority of repairing items is CPS members first and warranties second? Your situation sounds very strange. what is the repair problem?

PaulR01 Loc: West Texas

When I originally bought the 70-200 f 2.8L IS ii it wouldn't focus worth a crap so I sent it in with my new 7Dii to have them calibrated together. They changed out the circuit board in the lens from what I gather on this visit. A year later both ends of the lens is starting to get loose. Their is over a 3/16s of an inch movement in the front and back elements in the outer casing. The focusing since the previous repair has been good but not what I would consider great. I didn't turn in a complaint on the focusing of the lens. I was just afraid that the screws in the casing were going to come loose and damage the lens in other ways. The original service rep I contacted was lackadaisical in saying don't worry about it. Then I asked him if canon was going to pay for the damage to the lens if it got worse and damaged something internally and he said you might ought to have it check out then. I sent it in and it was like no one read the service order. I got the standard replay for re calibration and the estimated cost. I called in again and a new service rep herd my concerns and changed the ticket to a no charge. Between shipping and having to rent a lens for this weekend I have spent a 170 dollars and I may not have my lens in time for another shoot next Saturday. Grrrrrrrrrrrrr

jeep_daddy Loc: Prescott AZ

Yes!!! It's time to join CPS. If you NEED your equipment, you need insurance like CPS.

rmorrison1116 Loc: Near Valley Forge, Pennsylvania

CPS sounds like the way to go.
I've never had a problem with Canon service, the few times I've used it over the years. But, even in the best managed situations, things go wrong, from time to time, it's inevitable that probability wins occasionally.
I've never had even the tiniest problem with my EF 70-200 f/2.8 II but then maybe you use your gear "harder" than I use mine, for the most part, although I do carry it around a lot on a motorcycle. I certainly hope you get your lens back soon and in perfect working condition.

JPL

I have never had any problem either with a Canon or Nikon service. In the case of Canon I can relate it to the fact that I do not own or use any Canon gear but I have many Nikon cameras so it is hard to explain why I never had any problem with them

jim quist Loc: Missouri

I have sent in a lens twice for repair, and it seemed like the return time was reasonable

Charmdragon Loc: Plymouth, Massachusetts

Just had occasion to use a Canon Factory Service Center. The AF would 'stutter' and not provide an accurate focus. The shutter assembly had deteriorated and was replaced on a 17-40mm lens. Total time frame was 10 days which comported with its 7 day turnaround (less weekend days). The timeline, communication and documentation (including an attached .pdf of my inquiry) were all in sync leaving no doubt or questions on my end. An utterly professional experience from start to finish. Would certainly recommend based on my experience.

Dds82

FYI in Canada canon service is terrible as well.

anotherview Loc: California

Good morning. Your experience with Canon service strikes me as an exception involving poor communication unusual for Canon. I've used Canon service several times with no hitches and with fast turnaround plus an informative problem description.

Let me suggest you call Canon and ask for a supervisor. Explain the situation in plain terms with a business-like manner. Please believe me: Canon prides itself on good repair service. Something not right has happened here.