Sailare
11th of November 2004 (Thu), 11:44
I indicated in another thread that my 20D exposure meter had failed after 5 days. Canon Tech support Canada said to contact the dealer and get a replacement.
In my mind I was hoping to get a replacement in about 2 weeks which would have made me very happy. I receive it today after only 1 week. So I should be thrilled right? Well the Golden rule in sales is "Underpromise and Over deliver"
On thursday, when I returned the camera, the Dealer told me he spoke with the Canon sales rep and the sales rep said "We have a pool for D.O.A's and I could get one to you next day, however the guy who is in charge of the pool is off for two days, I will get one released on Monday when he returns. So both the dealer and I had our expectation moved up to Tuesday. Late Tuesday the story changed to "We don't have any, but are expecting some tomorrow (Wednesday) I have allocated you an extra one for this situation, so expect it Thursday or Friday.
then I get a call from the Dealer late Wednesday saying he had received it. Well that was good, but it doesn't match what the sales rep said...
If the Sales rep had said, I will do my best to meet your expectation of two weeks and THEN delivered in 1 week, well he would have been a hero.
Summary -
There may be a pool for DOA's but with the high startup demand, there no 20D's in the Pool.
At Canon it seems if you are away or sick, no on else can do your job. customer must just wait and hope you return.
Be sure to talk to Tech support when you have a problem as it gets document and will help get a replacment instead of sending it in for service. (I assume this would apply for the first week or two)
Ciao
In my mind I was hoping to get a replacement in about 2 weeks which would have made me very happy. I receive it today after only 1 week. So I should be thrilled right? Well the Golden rule in sales is "Underpromise and Over deliver"
On thursday, when I returned the camera, the Dealer told me he spoke with the Canon sales rep and the sales rep said "We have a pool for D.O.A's and I could get one to you next day, however the guy who is in charge of the pool is off for two days, I will get one released on Monday when he returns. So both the dealer and I had our expectation moved up to Tuesday. Late Tuesday the story changed to "We don't have any, but are expecting some tomorrow (Wednesday) I have allocated you an extra one for this situation, so expect it Thursday or Friday.
then I get a call from the Dealer late Wednesday saying he had received it. Well that was good, but it doesn't match what the sales rep said...
If the Sales rep had said, I will do my best to meet your expectation of two weeks and THEN delivered in 1 week, well he would have been a hero.
Summary -
There may be a pool for DOA's but with the high startup demand, there no 20D's in the Pool.
At Canon it seems if you are away or sick, no on else can do your job. customer must just wait and hope you return.
Be sure to talk to Tech support when you have a problem as it gets document and will help get a replacment instead of sending it in for service. (I assume this would apply for the first week or two)
Ciao