Canon Not Repairing The M5!

Have a friend who sent the M5 in for repair because of an extremely slow shutter which I also experienced and suggested sending to Canon for repair. With a Canon adapter and 24-105 L lens a normal good light shot was taking 3 or 4 seconds to expose. Canon requested sending with the camera the adapter and lens. Canon answered the next day that they don't service the M5 and offered a new or refurb M5 for $225. I thought this to be really strange. It was also slow with the kit lens. Any thoughts on this issue?

I had a problem with my first M5 and they just sent me a new one. Maybe they prefer to just send you a replacement and possibly refurb & resell the faulty ones they receive.

Doesn't seem correct. Was this an actual Canon repair facility as opposed to an independent facility that offers "Canon Warranty Service"?

I think I would try another Canon facility and maybe talk to a supervisor in advance of sending in.

From https://www.usa.canon.​com …plore/eos-m-series/eos-m5. Why would Canon not support this camera? Not supporting one model, once the word got out (and it's out), would impact the entire product line.

Probably sending in back to engineering for research.

Left Handed Brisket wrote in post #18641407
Probably sending in back to engineering for research.

I also saw some speculation on another thread that the M5 is one of Canon's first products to be virtually 100% assembled by robot and there is minimal ability to disassemble. By the way, in that thread the owner had damaged the viewfinder and also was offered a refurb instead of a repair. I personally don't own one and when I looked at one in the store didn't pay a great deal of attention. Anyone who owns one, does the camera body seem to exhibit the typical use of screws, perhaps along the bottom plate. Anything else look unusual as far as assembly techniques.

Some stuff they just can't easily repair. Like the Apple watch. if something goes wrong with it they give you a new one (under apple care in this case).

Yes it was the Canon repair center here in Virginia. This camera was bought off POTN and I relayed the information (email) of seller to my friend. He was the second owner and since my friend is a novice and didn't use the camera much she asked me a take a look at it so I know it was a problem and suggested she send it in for service. I think she was sold a defective camera but we all know how hard that would be to prove. Paypal has been notified and this was not a gift sale. I think the camera was un repairable.

John from PA wrote in post #18641418
I also saw some speculation on another thread that the M5 is one of Canon's first products to be virtually 100% assembled by robot and there is minimal ability to disassemble.

This makes sense!

This is the actual response from Canon

We have received your Canon Product for evaluation and repair or replacement. In an effort to provide our valued customers with a fast and economical
repair solution for out-of-warranty products like yours, this model is exchanged as a whole unit when sent in for service. Below is our estimate for the
exchange. Upon approval of the estimate, an equivalent new or factory-refurbished replacement product will be shipped to you and your original unit will be
recycled, reflecting our commitment to environmental sustainability. You can expect the replacement to be shipped from our facility by the next business day
from the date we receive your approval and payment.
Please note that the replacement product may be the same or a similar model with the same, similar, or additional features, and may be new or
factory-refurbished.
To pay for your replacement product by credit card, please visit us at www.usa.canon.com/repa​ir or contact us at the toll free number above. If you would
like to pay by check or money order, please send a copy of this repair estimate along with your remittance to the Canon U.S.A., Inc. Repair Facility address
listed above.
Email is not a secure form of communication. As such, please do not send your credit card number or other personal or account information via email.
Thank you for giving us the opportunity to serve you!
Description of Problem/Symptoms
Customer states the shutter on the camera has a slight delay when attached to mount adapter and 2 lenses, please check for issues. Repairs are not
made on the model you sent in. We will exchange your original model with a new or refurbished product.

John from PA wrote in post #18641399
Doesn't seem correct. Was this an actual Canon repair facility as opposed to an independent facility that offers "Canon Warranty Service"?

I think I would try another Canon facility and maybe talk to a supervisor in advance of sending in.

From https://www.usa.canon.​com …plore/eos-m-series/eos-m5. Why would Canon not support this camera? Not supporting one model, once the word got out (and it's out), would impact the entire product line.

Hosted photo: posted by John from PA in
./showthread.php?p=186​41399&i=i49497823
forum: Canon Digital Cameras

I'd call replacement for $225 support.

John from PA wrote in post #18641418
Anyone who owns one, does the camera body seem to exhibit the typical use of screws, perhaps along the bottom plate. Anything else look unusual as far as assembly techniques.

Answered my own question...seems to be a normal bottom plate use of screws. Also the same in other areas (as compared to an 80D). But are the screws normal Phillips head or are they "one-way"?

The bit about not repairing them because of assembly is interesting. Who knows the reason... all mine needed was a new display and display housing and they just sent me a brand new one as a replacement. Got an extra battery out of the deal!

John from PA wrote in post #18641399
Doesn't seem correct. Was this an actual Canon repair facility as opposed to an independent facility that offers "Canon Warranty Service"?

I think I would try another Canon facility and maybe talk to a supervisor in advance of sending in.

From https://www.usa.canon.​com …plore/eos-m-series/eos-m5. Why would Canon not support this camera? Not supporting one model, once the word got out (and it's out), would impact the entire product line.

They said nothing about not supporting it. $225 for an almost $1000 camera to be replaced sounds like a decent deal to me! I would assume that also means it's out of warranty and offered in lieu of actual repairs, but the M5 has been around long enough for that to be the case.

John from PA wrote in post #18641451
But are the screws normal Phillips head or are they "one-way"?

The ones attaching the tripod mount are just normal screws that came out reasonably easily although I think there might be some sort of Loctite or similar just behind the head.
I'd say the rest of the assembly is "normal" with screws in the usual places, and probably some behind the grip material.

looking online for parts info, USCamera sell a parts list for M5... https://uscamera.com …os-m5-parts-list-download

Maybe a lazy technician.

Frodge wrote in post #18641937
Maybe a lazy technician.

Or maybe Canon's policy, since it's not worth the labor cost to repair. The OP's friend's camera is out of warranty, after all. Even if it was in warranty, most consumer product warranties say something like "we will repair or replace, at our option" (my emphasis), so the service center could just toss it in a box and hand you a refurb.

Suppose you take it to a non-Canon shop that has the expertise to repair it. They'll probably charge half that amount just to diagnose the problem. Then there will be parts and labor cost to do the repair, and in the end you'll probably end up paying about the same, if not more. For Canon, it's more efficient to gather up the broken ones and ship them to someplace in Asia where the labor costs are a lot lower.

Offering to replace it with a factory refurbished camera that's been repaired by Canon, tested to original factory specifications, and probably comes with its own warranty, for $225, actually sounds pretty generous IMO.

Mike