My experience with Canon Service Center and my 30D

On September 20th I sent my 30D to the Jamesburg, NJ service center for an under warranty cleaning. I had a speck of dust that I believed was behind the focusing screen and could not blow it out. It wasn't in the images but was very annoying to look at through the viewfinder.
I also asked them for the shutter actuation count to get an idea of how much mileage I had put on and so I could give a fairly accurate number to a potential buyer, should I choose to sell it.

On September 21st I got an email indicating that they received and accepted it under warranty and the repair/cleaning would be at no charge. That was a Friday.

On Monday, the 24th I got an email telling me the service was complete and on the Tuesday, the 26th got a followup email with FedEx overnight tracking information.

Today is Wednesday, the 25th and I just got the camera back. The work order shows that the Low Pass Filter was replaced and that the camera was cleaned and returned to factory specifications.
The report did not show the shutter actuations so I called them. I was helped right away and they looked up my work order, saying that the release count, as it's called, was in the report but not on my printed version. I was told that the printed reports don't have a place (field) for it and they simply neglected to add it to the report.

The release count was 22,929 and I got the camera on October 17, 2006.

Now, of course, I still have to put a lens on the body and check it out, but assuming all is well, that was one of the most pleasant experiences with customer service and warranty repair I've ever seen.

I'll update this after I've checked out the camera thoroughly.

Oh yeah.... they threw in a free strap. No biggie but considering how meticulous they are about what accessories they received I didn't expect them to add anything that they did not receive.

Yes,
I too had an issue with a L lens I purchaed,I drove down to Jamesburg and the service was excellent.
Not only did they fix the back focus issue....they asked me if I wanted them to check my other lens and my camera body?
All was ready in 1 week ,they called me ,and i went down there to pick it up.
Body cleaned ,Lenses calibrated
NO CHARGE!!!...NIce

Hats off to canon.

Hey Mike,

That's great to hear. I know a few other guys that sent it in and got it back quickly with no issue. Considering the volume they must have to deal with, the turnaround time is excellent.

UPDATE: I just checked the camera as thoroughly as I could. The viewfinder is spotless. I don't think I have to check them on the computer but just to be safe, I am uploading images to my machine now. I might be imagining things but I think they updated the firmware or something. The selection of AF points is now like that of the 40D which I think is slightly different in that the AF point stays lit until you press the shutter button. On the 30D it would show it and go out right away. Unless that was just my 30D.

Did you send it in the original box or did you pack and ship yourself? Did you take any pictures of the camera before you sent it? Did you insure it?

Hi Brice.

I could have sent it in the original box but they will NOT return it to you in that box. I packed in extremely well and it was very safe. Canon requires that you send it insured. I don't know if they would have refused it but they are very specific about sending it with a method of tracking and with insurance.
I shipped it via UPS ground with the insurance, which was not much. I didn't take pictures as I knew it was spotless and extremely clean, and felt ok by having it insured.

Canon packs it safely and securely in a standard brown box and the camera carefully wrapped and packaged.

When our XTI w/ battery grip wouldn't turn on and we sent it in, everything went really smoothly. Went much better than I thought it would. Thumbs up to Canon's repair facilities.

I just got my 40D back from Canon in NJ. They seem to have done a fine job of cleaning the mirror and prism and replacing the focusing screen I messed up. (free)

My first experience, however.. not so great. Camera went in due to a cluster of spots that never moved or changed after wet or dry cleaning and appeared in all small-aperture shots. (starting right out of the box, new) It came back with the cluster of spots unchanged and a note that amounted to "we don't know what's causing it so we cleaned your camera and did some electrical work". As a bonus, the sensor now had a dead pixel that I could verify it did not have the morning I packed it for shipping. Considering sending it back demanding it be fixed or replaced under warranty, but I am admittedly lazy and find it to be a big pain the butt to keep sending my cameras back.

TMR Design wrote in post #4012326
Hi Brice.

I could have sent it in the original box but they will NOT return it to you in that box. I packed in extremely well and it was very safe. Canon requires that you send it insured. I don't know if they would have refused it but they are very specific about sending it with a method of tracking and with insurance.
I shipped it via UPS ground with the insurance, which was not much. I didn't take pictures as I knew it was spotless and extremely clean, and felt ok by having it insured.

Canon packs it safely and securely in a standard brown box and the camera carefully wrapped and packaged.

I don't know what you mean about not returning the original box. I've always sent my things (bodies and lenses) back to New Jersey for service in the original boxes, with the styrofoam inserts. I put a label on them, with my repair number that Canon has assigned to me before I ship. Then I take the box with the camera to the UPS store, and they pack it again for insurance purposes.
The reason I send the boxes is because I figure that is the most secure way to pack them on my part. And the boxes have ALWAYS come back to me in the same condition in which they were sent, but wrapped in brown paper and put in a shipping box at the factory.
No problems to date, and it's now been three years.