Canon Warranty Service Doesn't Exist (Rant)

[dicky109]

A couple of weeks ago I purchased a Rebel XT (350) with the kit 18-55 lens. This is my 3rd Canon camera, and I've bought various lenses (always OEM), flash, printers and copiers, and recommended their equipment to others. The very first time I used it, the rubber part of the eye cup fell off while I was carrying it via a neck strap. The plastic frame holding it was still attached! No problem I figured; it was just assembled incorrectly, I'd call up Canon and they'd send me a new one.

Well I called, and they said I'd have to send the entire unit back (at my expense) for warranty service, however, that it probably would not be covered, as this is an"accessory", not part of the camera. I argued with them that this was a waste of my time and money & theirs. I've used SLR's for 30 years and never even heard of this happening. Finally, they agreed to pay for shipping, but no guarantees that they would replace the rubber part. In the meantime, after a couple of light uses, the kit lens started making noise like a spring catching, and with all the reports of soft-focusing/out of calibration XT's, I asked them to check those out also.

Yesterday, I received an e-mail and a fax informing me that the camera showed signs of impact on the hot shoe (yes, I did use my Canon flash on it, but did not drop or impact the camera) and scratches on the eyecup area (without the rubber, my glasses could have scratched the plastic) and that before they would even check the camera, I had to pay them $180 plus tax & shipping! Talking to them was of no avail, and they are sending the camera back.

I was debating which lenses to get, narrowing down to the 17-85 EF-S and 10-22 EF-S, however, they have made my decision easy. I will never buy a Canon product again.

[Toogy]

Why didn't you just return it back to where you bought it? I would if that happened the first time I used the camera.

[021411]

Why didn't you just return it back to where you bought it? I would if that happened the first time I used the camera.

That's what I would suggest. I ran into 2 different problems with two different 20D's. I'm going on my 3rd body now. Yeah it's a little upsetting but start from scratch. Return the 'defective' item for a new one.
Which service center did you use?

[CanonAndy]

dicky109 -

I appreciate your frustration by Canon's response. A bad 'event' with a product, followed by customer service that didn't meet your expectations, has definitely created a negative impression of Canon.

My suggestion is to continue to talk with Canon. If the service rep isn't able to satisfy your expectations, ask to speak with their supervisor. Remember that this is business for them. You have a small opportunity to demonstrate (through your discussion) that it is in their interest to correct the problems for a long time customer.

Don't forget to acknowledge their position. Based on physical evidence, they ran a decision matrix to come to the conclusion that operator error/negligence was root cause for the issues. They see thousands of cameras, and create their knowledge databases from years of experience in camera failure modes. Ninety-nine percent of the time they correctly identify cause of failure. If you are unfortunate enough to be in the 1%, its up to you to press your position with Canon. You may not ultimately get what you wanted, but it will be in Canon's customer satisfaction database, which DOES get lots of scrutiny from Canon management...


Good luck, and don't throw away a relationship that has been 30+ years in the making!


CanonAndy

[BlueTit]

Terrible experience. I would think you would be better going back to your original supplier, assuming of course this was a shop, not an auction site. Let the shop use their influence with their Canon rep to get your problem sorted, plus a shop keeper can better relate to the money you spend in the future, where as you are small fry to the size of Canon.

Good luck with whatever way you go.

CanonAndy are you from Canon? It would be great to have someone from Canon on the forum.

[Mark_48]

As you had just bought it, the dealer would have been the first place to head to as mentioned already.
Since you've evidently had it repaired, see if you can find someone in Canon that's up the food chain a bit and carefully compose a letter (not an email) with your complaint. If it was simply to get the eyecup assembly replaced and that's all Canon did for the $180 +S&H, I would hope Canon wouldn't want to sour a customer for what the eyecup is actually worth (see link below). I'm actually a bit surprised they didn't offer to simply send you one, or at sell one to you at cost with some proof of the recent purchase.

It's funny how different companies operate. My wife has a pasta maker that's roughly 4 years old, well out of warranty. There's a large screw on cap that holds the piece in that forms the pasta. The cap cracked, my fault because the dough was too thick. I called the company to purchase a replacement and they said, "No charge, what's your address". It arrived in 2 days Priority mail. When this pasta maker quits, I'll be buying another from the same company. :D

Mark.........

http://www.bhphotovideo.com/bnh/controller/home?ci=1&sb=ps&pn=1&sq=desc&InitialSearch=yes&O=SearchBar&A=search&Q=*&shs=canon+eyecup&image.x=9&image.y=5

[dicky109]

Thanks for the replies. I apologize as I was a little loose in the "couple of weeks" description, as the camera was purchased 4 weeks ago. Nevertheless, when I get it back from Canon, I will try to return it to Best Buy. Failing that, will pursue other folks at Canon, however, I've already spoken to 4 different people at Canon, so I doubt that I'll get very far.

The only consolation is that I did get them to pay for the shipping, which is pretty silly, when one realizes that it probably cost them more, than just dropping the $10 (retail) part in an envelope would have for the original complaint, while antagonizing a customer.