AzPicLady Loc: Behind the camera!

This is a rant. I am incredibly angry.

Months ago (many months ago) I sent a 1DX off to Canon for repair analysis because it would not correctly meter and it would not "play nicely" with my 28-300 Canon lens. They charged me $775 to repair it and sent it back. It immediately failed. I sent it back (under the repair warranty). They "fixed" it and sent it back. The second time I used it, it failed again. I sent it back and after a week they returned it. Each time it came back there was absolutely no communication from them as to what they did or what was wrong. It is now back in the shop for the fourth time, and again, there has been no communication about what is wrong with the camera or what they are doing to fix it. This time they asked for the lens, which I sent. Now they want another $775 to fix the LENS! The lens works perfectly with my other cameras! And if it doesn't when it is returned, I honestly believe they broke it in order to extract more $$ from me. AND, they have yet to tell me what is happening to my camera!

I think I purchased a camera that they don't know how to fix so I have a very expensive doorstop! And I cannot believe that Canon repair is this obtuse!

Quixdraw Loc: x

You might try a Personal and Confidential letter to their CEO. One of my first post College jobs was with a major corporation in Customer Relations. The CEO may not get the letter, but guaranteed he has a hotshot trouble shooter reporting to him who will!

AzPicLady Loc: Behind the camera!

Could you tell who that might be and where to contact him?

47greyfox Loc: on the edge of the Colorado front range

I’m assuming you spoke with Canon support after the failures occurred? I’ve had Canon make a couple repairs, which fortunately didn’t repeat. However, I have had evaluations done and when given the estimate, which were quite expensive, I asked why so much and what were they going to do. Without exception, I received acceptable explanations. From your description, I’m a little surprised after it failed for the second time, they didn’t ask you include the lens. I agree you should’ve received an explanation of services performed. However, it seems that with Canon and other manufacturers is to standardize repairs. What that includes is most, if not all, repairs are effected by replacing at the assembly level and not individual components, thereby simplifying the troubleshooting and fee assignment. As for your instance, I would definitely stubbornly press the issue including pushing it up the ladder. Good luck! By the way, because of how expensive OEM repair is, I finally sought out a reliable independent repair facility.

47greyfox Loc: on the edge of the Colorado front range

Quixdraw Loc: x

camerapapi Loc: Miami, Fl.

I have been a Nikon user for more than 55 years so my experience with Canon is too limited. I bought many years ago a Canon 30D but I was never comfortable with it. When I sold it to buy a Nikon D100 the difference was day to night. I honestly believe the D100 was a superior camera and its only defect to me was a too thick AA filter that made me work harder to sharpen the images in post. That was corrected in successive models.

My son works in a company of electronics. They have had till recently a great market, especially Central, South America and the Caribbean selling Canon cameras and printers. Canon owns them thousands of dollars that they have never paid. The company and Canon has had several meetings together making my son to travel from Miami to NY for those meetings. Neither my son nor the CEO of the company have been successful with Canon to pay what they owe them. Canon has used deceptive business practices, not only when service has been requested for some customers but also paying what they owe. My son has always treated with Japanese CEOs of Canon if you want to know. He has told me that he is already sick and tired of the BS.

When I read your post and based on my previous experience of what has happened with the corporation for which my son works your issues with Canon service did not come as a surprise to me. I must say I have had issues with Nikon service and I have said in other occasions that todays Nikon is not the Nikon of the 70's when Joseph Ehrenreich was the CEO of Ehrenreich Optical Co. For those of you that do not remember Ehrenreich became the sole importer of Nikon cameras and lenses in this country in 1954.

I do not know about the answer to your problems with Canon. I am not a Leica fan, I never was but in my lifetime I have never heard of anyone complaining about the Leica service. I wish you good luck to solve your present situation with Canon.

AzPicLady Loc: Behind the camera!

I did take it to a local repair shop. This was at a time that Canon's computers were down because of being hijacked, and he couldn't order the parts that might be needed. You suggest that I "push this up the ladder." Could you give me details as to how to do that?

jerryc41 Loc: Catskill Mts of NY

I can imagine your postage bill.

AzPicLady Loc: Behind the camera!

I am quite disappointed. I've used Canons for over 30 years and never had any issues. I have read all the remarks about Nikon's service, so I know it is actually worse. It never occurred to me that their top of the line camera could be junk. And at this point, that's what I have to think about it.

AzPicLady Loc: Behind the camera!

Actually, they are paying the shipping fees at this point!

Quixdraw Loc: x

EMail your rant to:
SLiebman@cusa.canon.com
kogawa@cusa.canon.com
YAdachi@cusa.canon.com

AzPicLady Loc: Behind the camera!

Thank you for the info. He's a lawyer? This should get interesting. Never in my life have I gotten anything good from a lawyer! But I'll try.

AzPicLady Loc: Behind the camera!

Actually there have been very few phone calls. I contacted them by phone the first time. When it failed again this last time, I contacted them via e-mail (again) and did receive a phone call. That man promised that the camera would be fixed, and it was he who asked that I send in the lens also. I've never heard from him since! And he promised to communicate! Oh well.

AzPicLady Loc: Behind the camera!

Thank you.