DEFECTIVE R6 MK ii - ZERO Support From Canon - B&H to the Rescue

Just received my R6 Mk ii five days ago. Finally got around to setting up and "playing" with it. Unfortunately the camera will not go int B, M, Fv or C3 modes when the Mode dial is rotated. A call to Canon Professional Services for support did not result in any solution. The support person did did say I can ship to Canon, at my expense(!), and it could be covered under warranty. I asked why I had to pay for shipping a defective product and the response was that Canon was not responsible for shipping to them for warranty repairs. No recognition of the fact that this was just out of the box! No, "we're sorry for the defective product and inconvenience, what can we do to make it right?" When I mentioned that "they" sold me a defective product and at a minimum should pay for the shipping to Canon, the response was they did not sell it to me, B&H did!!

So... I went online to process a return to B&H. Within a minute, I received an RMA and prepaid return shipping label from B&H!!!!

KUDOs to B&H, DISHONOR to Canon!!

That's simply how it works with some stuff; your recourse is with the seller. Some things, the recourse is specifically with the manufacturer. Depends how the manufacturer wants to deal with warranty.

It's pathetic. I just received a new RF 100 macro from Canon last Friday afternoon. I did some shots and notice back focusing/focus shifting to the rear starting at f4 onwards. I did a lot or googling that night and found out it was a known "issue" that apparently Canon acknowledges and they said it was designed that way. Really? So I called Canon Saturday to return the lens. They denied the known "issue". And I had to fight for a prepaid shipping label and I have to wait 24-48 business days for it. Not buying direct from Canon again.

strobe monkey wrote in post #19482670
It's pathetic. I just received a new RF 100 macro from Canon last Friday afternoon. I did some shots and notice back focusing/focus shifting to the rear starting at f4 onwards. I did a lot or googling that night and found out it was a known "issue" that apparently Canon acknowledges and they said it was designed that way. Really? So I called Canon Saturday to return the lens. They denied the known "issue". And I had to fight for a prepaid shipping label and I have to wait 24-48 business days for it. Not buying direct from Canon again.

Interesting, I have the RF 100mm and didn't know about this. I use the lens mostly at f/11, so that must be why. Anyway, it is something that Canon would call a "feature" - a result of the design. It is not a defect.

But I agree that if it does not meet your requirements, you should return it.

Really 24-48 business days?

24-48 hours to receive a shipping label sounds more “normal” … I have bought direct from canon and had to return something and that was my experience.

kisco wrote in post #19482630
Just received my R6 Mk ii five days ago. Finally got around to setting up and "playing" with it. Unfortunately the camera will not go int B, M, Fv or C3 modes when the Mode dial is rotated. A call to Canon Professional Services for support did not result in any solution. The support person did did say I can ship to Canon, at my expense(!), and it could be covered under warranty. I asked why I had to pay for shipping a defective product and the response was that Canon was not responsible for shipping to them for warranty repairs. No recognition of the fact that this was just out of the box! No, "we're sorry for the defective product and inconvenience, what can we do to make it right?" When I mentioned that "they" sold me a defective product and at a minimum should pay for the shipping to Canon, the response was they did not sell it to me, B&H did!!

So... I went online to process a return to B&H. Within a minute, I received an RMA and prepaid return shipping label from B&H!!!!

KUDOs to B&H, DISHONOR to Canon!!

strobe monkey wrote in post #19482670
It's pathetic. I just received a new RF 100 macro from Canon last Friday afternoon. I did some shots and notice back focusing/focus shifting to the rear starting at f4 onwards. I did a lot or googling that night and found out it was a known "issue" that apparently Canon acknowledges and they said it was designed that way. Really? So I called Canon Saturday to return the lens. They denied the known "issue". And I had to fight for a prepaid shipping label and I have to wait 24-48 business days for it. Not buying direct from Canon again.

kisco's issue is clearly an out of box failure, and is properly handled through the reseller it was bought from (B&H), not the manufacturer's service center. The resellers have processes in place with Canon for handling these issues so that the reseller doesn't have to eat the cost.

If strobe monkey's lens is also failing to perform right out of the box as it should (not necessarily as you would like it to, but rather, as it has been designed and tested by Canon), I would also recommend seeking an exchange with the seller you bought it from. Whether or not it's a design issue that Canon refuses to acknowledge, or simply a misunderstanding of how it's intended to be used, is a separate question.

from strobe’s post, the reseller was canon unless I misunderstood.

To be fair to Canon, back when everybody and their aunts and uncles were scarfing up SLRs because they wanted to "take their photography to the next level," I imagine Canon was getting lots of returns from people who couldn't figure out how a complex instrument like an SLR works. I had a newbie relative who was in that precise frame of mind. I encouraged her to stick with her point and shoot. That didn't satisfy her. So I advised her to get a Rebel. Instead, she bought a 7D on the advice of the camera store clerk (of course). She asked me to look at it before she sent it back for "being defective out of the box." I took me 15 seconds to identify that she had it in manual mode. I put it on green box mode and the crisis was thus resolved. If this was a common experience, as I suspect it was, I can understand why Canon will not pay for shipping items back to them.

To Strobe, regarding the focusing issue on your 100mm macro, are you sure you didn't have your R6 set to focus stack? From your description it could be that was what the lens was doing. At a large aperture, it would be more pronounced because of narrow depth of field. At f/11, not so much.

Regarding the first (Kisco) post - When you have a warranty issue with your car, who do you go to for satisfaction

Same with a camera.

Lou

@joedlh - no it was not on focus stacking.

I reject your analogy. Car manufacturers do not repair cars, car dealers do. But...camera manufacturers do repair cameras, camera sellers (B&H) do not!

The reason for the post was twofold.

First, a brand new R6 Mk ii out of the box was defective!! Readers should know that. Which is why I posted on this forum.

Second, perhaps a bit of my venting, but Canon was not at all willing to offer any acommodation for its shipping a defective product.

It is best to judge a company not by an "oops" it makes (sh*t happens), but by how it fixes its "oops."

My feeling is Canon failed on this.

^^^^You're free to reject my post, we are both in America after all. But, I stand by it!

Lou

Canon warranties, from memory, has ALWAYS required the owner to send the camera in at the owner’s cost (because canon can’t guarantee that the issue is really a warranty one just because the owner says so) and then if repair is under warranty, canon covers the cost back to the owner.

Shouldn’t be a surprise, it isn’t a secret. That is why you go back to the seller you bought it from, they are often more forgiving in this arena, or have different return policies for their business needs.

If the camera has some sort of recall, canon covers both ways like my 1d3. There might be other situations too where this happens.

strobe monkey wrote in post #19482670
It's pathetic. I just received a new RF 100 macro from Canon last Friday afternoon. I did some shots and notice back focusing/focus shifting to the rear starting at f4 onwards. I did a lot or googling that night and found out it was a known "issue" that apparently Canon acknowledges and they said it was designed that way. Really? So I called Canon Saturday to return the lens. They denied the known "issue". And I had to fight for a prepaid shipping label and I have to wait 24-48 business days for it. Not buying direct from Canon again.

How often in your life have you heard 24-48 days?
How often in your life have you heard 24-48 hours?

Obviously, whoever said 24-48 days misspoke (or mistyped).

The focus shift of the RF100 has been acknowledged by Canon as a result of the increased (1.4X) magnification capability.
It's no surprise the person who takes phone calls does not have the in depth knowledge to know this.

I mistyped, I meant 24 to 48 hours.