pdsilen Loc: Roswell, New Mexico

My camera needs repair. As instructed I sent the camera to their repair depot in Costa Mesa, California. And between shipping and repair costs it cost me a lot of money. When the camera was returned to me it worked fine for about a week. And then the same problem cropped up again. When I called up Canon about my situation I was told to send it back and they would take care of it. I ask if this would cost me any money. I was told that it wouldn't because the repair was under warranty. The even sent me a free shipping label. Two days ago I received an email invoice telling me that to do the repair it would cost me another $250.25 for shipping and labor. I called to inquire and I was told by one of their phone jockeys that the work order on the initial "repair" was only for routine maintenance, not for repair. which was not the official order. I'm ready to take it up with the Better Business Bureau. Where do I go from here? I have a big gig coming up and I do need that camera.

Gifted One Loc: S. E. Idaho

Go to the next up at Canon and make your case. Bend over backward to be nice and explain the situation. BBB is the last place I would go.


I have found Canon to very good to work with and have had situations where they could have had me bit a rock.


J. R.

MSW

second that last … BBB can't/won't do diddly squat

Gene51 Loc: Yonkers, NY, now in LSD (LowerSlowerDelaware)

BBB is a waste of time. They are a subscription service, and getting a bad rating does nothing.

However, when Nikon repairs a body - regardless of whether it is "routine maintenance" or you dropped the sucker and need a bunch of parts - it is considered a "restoration" and the entire camera is warrantied against defect for 90 days.

I sent in a lens that I had dropped - a 24mm PC-E. got it back, took a few shots, everything looked fine. Almost 2 years later I took it out to do some architectural photography and the friction knob that holds the shift movement in place was not holding anything. I contacted Nikon, explained what happened, and the fact that I had not used the lens in the interim, and said that either the lens was not completely checked out before it was released, or the lens was repaired with faulty parts, or the part that had failed was problematic by design (unlikely) but it could not have failed from wear and tear since it had not been used. They agreed to waive the charge.

Tell them that story and make some sounds about thinking of switching because of quality of customer service - obviously as a last resort. Also, escalate the matter to a higher level tech or manager.

robertjerl Loc: Corona, California

I live close enough I just drive to Costa Mesa (about 25 minutes) and talk face-to-face so everything is understood (my dentist is only 2-3 miles away so if things work out I can make the trip a twofer).
And yes the best thing is to go a step up and talk to the Canon supervisor.
You might also look into the CPS program: http://cps.usa.canon.com/about_cps/about.shtml

JD750 Loc: SoCal

You say it's a big gig you only have one camera body? It might be wise to borrow or rent another camera body, or two, for your big gig.

Sounds like a mix up in paperwork. This is common with large companies. If your camera is still under warranty, you will get a better and faster solution if you call Canon rather than the BBB.

rmorrison1116 Loc: Near Valley Forge, Pennsylvania

I have been doing business with Canon repair for many years and maybe they do things differently in California than they do in New Jersey. Each time I have sent a body or lens to Canon repair, they diagnose the problem and notify me what is wrong and how much it will cost to repair the item.
There are two types of services, a routine service and a repair. If you sent the camera in with proper instructions to repair something then the service would have been considered a repair. Routine servicing of the body or lens is also performed at the time of the repair.
I don't recall the length of the service/repair warranty, I believe it is six months, but if your camera malfunctioned after a repair and within the warranty period, it should be covered, unless the malfunction is not a result of normal use.
If the California facility is not giving you the attention you believe they should, contact Canon's factory repair center in New Jersey. This is their main service and repair facility in North America and the folks there are very, very helpful.
Don't wander down the, I'm changing brands path, with a customer service representative, it won't get you anywhere.
If you use your camera gear for professional services, you should look into Canon's service plans for professionals.
I'm serious about contacting Canon service and repair in New Jersey. This is their main service facility in North America.
And I can't stress enough about being cooperative with them. They will bend over backwards for you if treated properly. These people are not phone jockeys, they are professional customer service representatives.

billnikon Loc: Pennsylvania/Ohio/Florida/Maui/Oregon/Vermont

1. this is not the place to air your dirty laundry.
2. Send it in for repair and rent a camera for your BIG gig.

camera Dave Loc: Aurora Canada

I had a lens repaired in Canada and I have a 6 month warranty. Something not right go up the ladder

BuckeyeBilly Loc: St. Petersburg, FL

After reading what your beef is, you should be having a discussion with yourself. When you got your camera, did you take the time to read the warranty as well as any terms and conditions? This will tell you up front what Canon will and won't do. Next, on Canon's website, it very plainly describes the differences between service and repair. Did you read that? Or did you blindly click on schedule service thinking that service meant repair? I can't speak to the instance of your first "service" to know if what you say happened really did happen. Why? Because even if you send in equipment for service, if Canon discovers something amiss, it says it will send you an estimate of what needs fixing. And yes, as others have said, Canon offers different levels of service plans (silver, gold, platinum, and cinema) for equipment.

https://www.usa.canon.com/internet/portal/us/home/support/self-help-center/canon-maintenance-service


http://www.cps.usa.canon.com/about_cps/about.shtml

anotherview Loc: California

Agree.

anotherview Loc: California

Duplicate post.

Picture Taker Loc: Michigan Thumb

Call Canon Customer Relations. (886) 886-1901 try Ext 2198 or 2191 for the rep

jerryc41 Loc: Catskill Mts of NY

Excellent advice!

NCMtnMan Loc: N. Fork New River, Ashe Co., NC

Do you have any written proof such as an email confirming what repair you originally sent the camera in for? If so, then forward that along with your complaint to a supervisor and customer service.