Kudos to Canon Service.

[MarKap77]

I was having some difficulties with my G9. While still under warranty, it got sent to Canon because of buttons that would not function. First and second repair attempts failed, but that was because the store where I purchased the camera didn't correctly state the problem, so Canon returned it twice without repairing it. Subsequently, I sent it to Canon directly, but out of warranty and paid the $159 repair fee (we had moved, and I couldn't find the receipt), but noted that it was a repeat repair.

Canon never charged my credit card for the repair as this was basically a re-repair of something that should have been covered under warrenty. They did that on their own, even though I was willing to pay to have an operational G9. They returned a refurbished G10 as replacement for my defective G9. This is allowed under the terms of the warranty. Problem is, I don't want a G10. I prefer the longer focal length of the G9, plus, I already own a Canon underwater housing for the G9 and didn't want to have to purchase a different housing for the G10.

Contacted technical support, and after a few transfers, got a lady named Michelle in customer service. She said they had refurbished G9s available, and sent me a return label for the G10. Once it was shipped back, they sent me the refurb G9.

I am now in possession of a fully operational G9, which I can take diving any time I want. Yes, there was a little hassle factor, but most of that was due to the store where I purchased the camera that messed up the repair instructions. Dealing directly with Canon was a good experience. They lived up to the label "customer service". And while 95% of people would have been ecstatic to get an upgraded camera, when I asked that they correct that situation, they did so forthwith.

Big "thumbs up" to Canon!

[teut]

I bought a canon battery grip (BG-E6) for my canon 5d mark II and noticed after a few weeks that the plastic gear inside the grip broke, yes, canon installs a plastic gear which drives a metal gear to tighten the grip to the body, needless to say after x amount of tightening and loosening the plastic gear strips.
I send it back under warranty and was told the grip will be returned fixed or replaced within 7 days.
...Nothing for three weeks…
i called and was told they did not have a grip in stock and that i would receive my item before friday that week
...Nothing…
Called the following week and was told the phone lines are down in California.

"Andrew" from the canon factory service center in irvine, ca. called me later that day and said that a replacement grip was never ordered !
he than patronizingly told me that i don't have to pay anything as if that should make me feel good now.
(May i remind you that this was a warranty claim)
(There is always a certain arrogance and incompetence about these people.)

I asked him to keep the defective grip and send me a check for reimbursement since i did not like the fact that it had a design flaw and that i can get ripped off for much less (2 1/2 $ less)
…he had to go and talk to someone i assume...
after he came back he told me it is not in canon's policy to do that.
(Seems like that canon does not have the decency to make good after they rip you off with an overpriced and flawed product)

I like my camera but canon is doing a really bad job with its service ! I find it flat out insulting !

Seems to be a repeating pattern: Ones a big company has success and built a huge customer base they don't care anymore, because they know exactly that if just a few customers switch to nikon (and what makes me think nikon is going to be a better experience anyway) this is not going to hurt them so they can afford to stay ignorant and cut corners.

By the way, as i am writing this it's 5 weeks now and i don't really now if i get my grip back at all, thinking about of ordering me an aftermarket grip for about $100, at least you feel less ripped off when you noticed the plastic parts inside.

This is my experience with the pathetic canon factory service ( Maybe they don't like to be so responsive on warranty claims, a repair order i think works better )