View Full Version : Canon Denied Recall Work on the S1 IS

11th of May 2009 (Mon), 20:47
How the emails went.

First I love my camera, pictures always come out great. But during some
shooting today I started to notice distortion and both screens start
blanking out. Normally use the eye piece over the lcd, the lcd 99
percent of the time is closed and protected. Thought maybe it was just
the screens that were affected but when I uploaded the pictures to the
computer thats when I found out it was more than the screens. Some
pictures have alot of distortion, most have these weird lines going
through them and purple bars. Tried new batteries another flash card
and the problem is still there Just turned it on again and it seems
like it has gotten worse. Informed one of my friend photographers and he
sent me this link that shows a "Recall" that is supposed to fix this


Dear Cj Franger:

Thank you for your inquiry. We value you as a Canon customer and
appreciate the opportunity to assist you with your S1IS. I apologize
for the inconvenience caused by the ccd sensor issue.

It has recently come to our attention that the vendor-supplied CCD image
sensor used in this Canon digital camera may cause the following
malfunction: When the product is used in recording or playback mode, the
LCD screen and/or electronic viewfinder may exhibit either a distorted
image or no image at all. While reports of this malfunction have been
rare in the United States, we have determined that it may occur if the
product is exposed to hot and humid environments.

Based on the information you have provided, it appears that you may have
encountered this issue. To determine if the CCD (image sensor) is
working properly, please follow these steps:

1. Insert a memory card with known good images on it into the camera.

2. Power the camera on to the Playback mode.

3. Press the DISPLAY (DISP) button to enable the LCD panel, and observe
the LCD.

a. If the images are displayed properly, please proceed to step

b. If the images are not displayed, or a "NO IMAGES" message
appears, please ensure that the memory card contains known good images.

c. If the card contains known good images, and the issue persists
with a second memory card, the camera will require service.

4. Switch the camera to the Camera mode. You may use any shooting mode
(i.e. Auto, Manual).

5. Press the DISPLAY (DISP) button to enable the LCD panel.

6. Point the camera at a well-lit scene and observe the LCD and/or
viewfinder. If the scene the camera is pointed at appears on the LCD
and/or viewfinder, the CCD is operating properly. If the LCD and/or
viewfinder remain black, the camera requires service.

Effective immediately, and regardless of warranty status, Canon will
repair, free of charge, products exhibiting the above-mentioned
malfunction if the malfunction is caused by the CCD image sensor. Canon
will also cover the cost of shipping and handling in connection with
this repair.

We would like to send you a pre-paid shipping label so that you may send
your camera to our Factory Service Center for repair. Please reply to
this message with the following information so we may send the label:

1. Phone Number:

NOTE: We are unable to ship to a PO Box, FPO or APO addresses.

Please note that our U.S. Factory Service Centers are unable to accept
packages from or return equipment to addresses outside the United

Once again, your satisfaction with our products is extremely important
to us. We are sorry for any inconvenience this issue has caused you.
Please be assured we are doing everything possible to ensure your

We look forward to your reply with the information we have requested
regarding your S1IS.

Thank you for choosing Canon.


Technical Support Representative

Sent my mailing address and number

Dear Cj Franger:

We appreciate your continued correspondence regarding your S1 IS. I
apologize for the inconvenience caused by the ccd sensor issue.

A case has been created for you in our database to document this issue.
A second case has been created to send you a shipping label. This
shipping label will be e-mailed to you at this E-mail address in 24-48

1. Remove all accessories from camera. Ie. battery, memory card, wrist

2. Package the camera in a plain cardboard box. Not the original box.

3. Pad the camera with bubble wrap.

Now we will be sending you out 2 email.

1. Within 24-48 hours from today you will be receiving 2 emails.
Excluding weekends.

2. 1st email will come from carecenter@cits.canon.com
Print the evaluation form and place it in the box with the camera.
Verify the information on the form is correct, pencil in any changes.

3. 2nd email will come from pkginfo@ups.com
This will be your shipping label from ups, print the label and
attach it to the outside of the box. This label will cover the cost to
get the camera into the service center. Once the camera arrives at the
service center they will send you an email with 3-4 business days of
receiving your camera. This email will give you the status of your
repair. Our repair time would be 7-10 business days.

Your camera will be mailed to:

Service Center Address:

Canon Factory Service
1440 Chase Ave.
Elk Grove Village, IL 60007

Upon arrival at the Factory Service Center, your camera will be logged
in to our repair database and assigned a repair number. Next, the
camera will be examined and you will be advised of the findings via
email. If the required repairs are covered by the warranty, the repairs
will begin immediately. When the repairs are complete, the camera will
be shipped back to you via Federal Express.

The length of time for the repair will be dependent upon the nature of
the repair and availability of parts, if needed. Usually, warranted
repairs are completed within approximately 10 to 14 business days of the
camera's arrival at the Factory Service Center. Please be assured that
your camera will be returned as soon as possible. We appreciate your
patience and understanding in this matter.

All decisions regarding warranty coverage are made by the Factory
Service Center at the time of repair. If the repair entails something
that is not covered in warranty, a written estimate will be sent to you
at the address that you have provided. The repairs to your camera will
not begin until you approve this estimate and make payment arrangements.
If, after receiving the estimate, you do not wish to have the camera
repaired, please inform the Factory Service Center of your decision as
soon as possible. If you decline the estimate, the camera will be
shipped back to you unrepaired.

Once you have confirmed with your shipper that the camera has been
delivered, you are more than welcome to contact us for repair updates.
Please include your name, address, and telephone number, as well as the
serial number of the camera, in all repair status inquiries.

Please note that our U.S. Factory Service Centers are unable to accept
packages from or return equipment to addresses outside the United

We hope this information is helpful to you. Please let us know if we
can be of any further assistance with your S1 IS.

Thank you for choosing Canon.


Technical Support Representative

Any chance of getting the camera back before May 16th of 2009? Was
hoping to have a camera for this Subaru dealer meet.


Dear C. J. Franger:

Thank you for writing, I am sorry to hear of any difficulties with the
repair of your PowerShot S1 IS.

Although repairs are not completed here in technical support, we do have
limited access to the database used to track camera repairs. However,
it does not appear that your camera has been logged into that database
as of this morning.

If you have confirmed with your shipper that the package was delivered,
please be assured that the camera has arrived. Cameras delivered to our
Factory Service Center are held in a secure receiving area until they
are logged in to our database. The log in process may take anywhere
from 24 hours to three business days, depending on repair volume at the
Factory Service Center.

Once you have confirmed that your camera has been received, please
contact the Factory Service Center at (800)828-4040 Monday - Friday 8:00
a.m. - 12:00 midnight ET, and Saturday 10:00 a.m. - 8:00 p.m. ET
(excluding holidays).

Repair turn around time is usually seven to ten business days, once your
camera is received at the service center.

I really wish that there was more I could suggest. Please let me know if
we can be of any further assistance with your Canon S1 IS.

Thank you for choosing Canon.


Technical Support Representative

** So I get a repair order through email today from the repair center for 149.50. I call Canon customer support, they said since the distortion/recall problems are intermittent they will not cover the recall work. The camera is in the first steps to a full blown CCD sensor and they won't fix it under the recall notice until it fully dies.**

11th of May 2009 (Mon), 21:51
Last picture I took, you can clearly see the lines has just started.


13th of May 2009 (Wed), 01:42
cool effect. call them directly is the quickest and easiest way to handle this. emailing is for turtles.

14th of May 2009 (Thu), 08:05
Received another email from Canon a few days ago and they decided to fix the camera, after it was fixed and adjusted it was sent back to me via Fedex. The camera arrived yesterday afternoon, as soon as it arrived I removed it from the box for inspection. The camera works, well somewhat. Upon inspection I notice that there is a crack next to the metal locking tab for the lens ring. Of course now I can't use any type of lens without it falling off and possibly breaking. It seems like it was rushed through the repair to get it out into the mail. I needed the camera for a car show on the 16th but with the current problem I think I might be screwed since I can't use any external lens/filters. Sent Canon a email yesterday about the problem and another this morning, now I'm back in the waiting game for a reply. I would call them but like last time the call didn't work out.

14th of May 2009 (Thu), 14:16
New problem that I just recently found out a few hours ago is that after I take a few pictures the icons including the picture remaining number disappear. I have tried the display key and it won't bring anything back up. The only two icons displayed is the hand and center icon. The only way I have found to get all the other icons back up is to turn the camera off and back on and I had to do that 4 times today in a hour. Funny how it never did this before the repair, so now I have two new problems after it was repaired.

15th of May 2009 (Fri), 03:11
Canon is currently in the process of making this issue right, I will update shortly!

16th of May 2009 (Sat), 03:17
sent 3 of the same replies and they haven't responded yet argh, feels like their dodging me now. I'm leaving for the beach at noon on the 16th, I should stop by here on my way down since I will be passing it.....

Canon Information Technology Services, Inc.
850 Greenbrier Circle
Chesapeake, VA 23320
Phone: 757-579-7100

18th of May 2009 (Mon), 20:32
The S1 IS was dropped off at Ups a few minutes ago and is going back to Canon via 2nd day air.

20th of May 2009 (Wed), 04:11
Hopefully the replacement camera "Canon S5 IS" will be here this weekend!

dan j
20th of May 2009 (Wed), 22:39
Good luck, if you're headed to the beach I hope it makes it back. I's not your only camera is it?


21st of May 2009 (Thu), 15:00
They decided to replace your s1 with an s5? Nice.

22nd of May 2009 (Fri), 00:36
Received my S5 IS and this thing is so much better over the S1 IS. Still playing with the color accent mode...

22nd of May 2009 (Fri), 01:23
geez. talk about playing hardball.

27th of May 2009 (Wed), 02:03
haha talk about upgrades :)
i was about to say it looks like its time to buy a new camera... but it looks like canon took care of that for you :)