Canon after-sales service - HURRAH!

[peterbj7]

Not sure if this belongs here.

In the last few months I have returned to Canon two S500 compacts with failed CCDs (Canon issued a recall several years ago - the part that failed was made by Sony!) and both were efficiently, properly and promptly repaired, foc even though they were four or five years old and I didn't even buy them new. I recently returned my 5D because of a fault with the data panel on top of the camera - the camera is 18 months old but repair (actually replacement of the panel) and full camera clean were free. And they expedited the work to fit in with my schedule.

Canon are a company I would recommend unreservedly to anyone considering buying a camera, or indeed anything else that they make. There aren't that many companies around these days that stand up for their products the way these people do. My experience of Nikon isn't bad, but it's a long way short of Canon.

I'm hoping my new G10 won't develop any faults, but I'm confident that it will be dealt with efficiently and pleasantly if something does go wrong.

[shannyD]

your lucky.. i have friends that have darn near jumped ship to the dark side because of horrid canon service.

so that is awesome for you that you are having such a gerat experience with the canon service center.

shannon

[Hermes]

Not sure if this belongs here.

In the last few months I have returned to Canon two S500 compacts with failed CCDs (Canon issued a recall several years ago - the part that failed was made by Sony!) and both were efficiently, properly and promptly repaired, foc even though they were four or five years old and I didn't even buy them new. I recently returned my 5D because of a fault with the data panel on top of the camera - the camera is 18 months old but repair (actually replacement of the panel) and full camera clean were free. And they expedited the work to fit in with my schedule.

Canon are a company I would recommend unreservedly to anyone considering buying a camera, or indeed anything else that they make. There aren't that many companies around these days that stand up for their products the way these people do. My experience of Nikon isn't bad, but it's a long way short of Canon.

I'm hoping my new G10 won't develop any faults, but I'm confident that it will be dealt with efficiently and pleasantly if something does go wrong.

I think everyone in the UK would like to know - which service centre did you take them to?

[jms_uk]

I think everyone in the UK would like to know - which service centre did you take them to?
bump for this question :)

[peterbj7]

Sorry, I've been travelling and now am in the UK myself. I've used two Canon service centres, both in the USA, the first at/near Chicago, the other at Jamesburg, New Jersey. I have no experience of Canon in the UK.

[tvphotog]

I can speak to the one in NJ. I sent my 5D2 in for a smudge on the mirror and a scratch on the focusing screen( don't ask.) It was in a shooting environment with fine dust in the air.

I sent it this Tuesday. It's coming back this afternoon by Fedex Overnight! They stayed in touch with me by email through the last several days. They cleaned or replaced the mirror, put in a new focusing screen, and checked internally for dust. That's a total of 4 days for a repair.

Can you beat that? I don't think so. I've dealt with a lot of customer services over the years. The only one that comes close to this experience is B&H Photo.

A big "thank you" to Canon. I am really glad I decided on them rather than Nikon.

[peterbj7]

As I was just visiting the US I was staying in an hotel, and one thing Canon and B&H share is that they won't ship to an hotel. Understandable but annoying to me.

The worst service I have ever received has consistently been from one manufacturer. Over many years with products from completely different classes. A company I never buy anything from if there's any choice, though on occasion there sadly isn't. This is Sony. Cute products that are often very attractive, but once they fail don't even think about getting them repaired - just throw them away, regardless of price.

[AdamJL]

Sorry, I've been travelling and now am in the UK myself. I've used two Canon service centres, both in the USA, the first at/near Chicago, the other at Jamesburg, New Jersey. I have no experience of Canon in the UK.

That makes sense. I've just been charged £60 by Canon (in addition to other repairs) to clean the sensor on my 5D!! Jesus

And I'm CPS

[peterbj7]

Just to clean it? No repair involved? I think I'm in the wrong business. Where is Canon in the UK?

[AdamJL]

Like I said, in addition to other repairs.
£140 in total :(

I sent it to the Borehamwood centre

[peterbj7]

That is so far out of line with what Canon in the US does that I'd query it.

[Hermes]

That is so far out of line with what Canon in the US does that I'd query it.

Now you know why everyone in the UK wanted to know where you took it to for servicing. We were holding out on the faint hope that there was an undiscovered Canon service centre in a forest clearing somewhere that wasn't complete sh.............

well, you get the idea.

[peterbj7]

Has anyone told Canon HQ? Maybe they don't realise what damage their UK subsidiary is doing to them. I doubt that they don't care, given their behaviour in the US.

Incidentally, is there a Canon fan in the Oxford area who fancies a local photoshoot (buildings) some time soon? I brought my 5D and 24-105 with me, plus a new Gitzo tripod that I picked up in New York on my way, but I didn't have the capacity for any long lenses and there are some lovely gargoyles & grotesques around here.....

[tdodd]

Here's my tale of service from Borehamwood regarding the 1D3 AF "recall"....
I'm in the UK. My camera was picked up on Wednesday last week, as arranged. I was offered Tuesday but I couldn't stay around for the courier.

On Friday I received a text to say the work was complete, although there were no details of the work performed. There was a work order number included, which I was able to track online. A few hours later I received another text to say the order was despatched and to give me a UPS tracking reference.

On Saturday I received a paper receipt for the camera through the post, detailing the parts that I sent in (body and body cap) and those which were absent (eyecup, battery, memory cards). They also said the charge was to "Goodwill".

The camera should be back with me on Monday. If I had been able to send it in on Tuesday it seems like I might have had it back on Friday. Pretty good service all round. I just hope it works just as well, if not better when I get it back.

So far, thumbs up for the UK repair services division. I did note my CPS number on the paperwork so maybe that sped things along. I only joined a week ago, on the most basic (free) membership, after booking the pickup but before sending it off.

[John_TX]

Doesn't the UK have a mandatory 2 year warranty on everything? I thought I remembered reading that somewhere. This is probably why your 18mo 5D was fixed for fee. Here in the US, they'd demand a credit card # for payment or give you the finger if you showed up with an 18mo old piece of equipment.

It seems like a longer mandatory warranty for certain items would make companies think twice about using a $0.02c part and go for the better quality $0.05c part instead.

[peterbj7]

"Warranty" in Britain is more complicated than in the US. There is no mandatory warranty period, whether two years or any other. But consumer protection law does provide for "reasonable" protection, depending greatly on the circumstances.

My 5D was 16 months old when I took it to the Jamesburg facility, and there was never any suggestion that the repair and general check and clean would be anything other than free. And they were very pleasant and gratuitously helpful throughout, and expedited the repair to suit my timetable rather than theirs. I really was most impressed, especially given that this followed two other repairs (of different cameras) that had been handled in the same manner but different Canon facilities. I am pleased and relieved that UK Canon seems also capable of giving good service.

[Tdragone]

I sent it this Tuesday. It's coming back this afternoon by Fedex Overnight! They stayed in touch with me by email through the last several days. They cleaned or replaced the mirror, put in a new focusing screen, and checked internally for dust. That's a total of 4 days for a repair.

Can you beat that? I don't think so. I've dealt with a lot of customer services over the years. The only one that comes close to this experience is B&H Photo.

A big "thank you" to Canon. I am really glad I decided on them rather than Nikon.

Yes; I CAN beat that.

While hiking @ Arches NP I went for a 'little' rock scramble about 40' up to get into an arch for a friend to take a picture; I couldn't get all the way up the rock.

While descending down; I kneed the pocket of the hoodie I was wearing.. Knocking out my friends 10-22 40' down to the ground. Totally destroyed.

Every lens was trashed, the whole barrel of the lens was cracked in half.

Sent to Canon irvine

For 40.00 they "Replaced the mid zoom housing"
I got an essentially brand new lens for 40 plus shipping.

THAT is just one reason why I love Canon Irvine!!!

[x-evil-x]

canon is pretty good to deal with