Canon Service... ? (Your experiences?)

Just got my 35L back from NJ (sent it in for back focusing issue). Cost was $111 including return shipping. Turnaround was 14 days, but there was a little communication mix up (they didn't see my email address, so they were sending me a snail mail letter w/ my repair info :rolleyes, so I didn't verify the repair right away.

Unfortunately the lens is now front focusing rather severely, so it looks like I'll be sending the lens back w/ my camera body. Not a big deal I suppose since my body needs to go in anyway (30D shutter button sensors are slowly dying and give me intermittent problems)...last I heard, that repair runs about $200. I'll probably send the 17-55 in at the same time to get it cleaned before the warranty runs out.

Hopefully things will work about better the second time around.

I've heard that replacing shutter button on 40D by Canon Thailand cost around $20.

john_crichton wrote in post #5375676
I've heard that replacing shutter button on 40D by Canon Thailand cost around $20.

I hope it is closer to $20 than $200, but I'm pretty sure they'll have to replace the switch assembly which would probably be a more expensive part/repair. It seems like this problem is not unheard of with the 20/30Ds.
Anyway, I'm not going to send my stuff in until next Monday as I have some stuff to shoot this weekend and I've been living with the shutter button situation and without my 35L for awhile now...but I'll post back here when I find out what the damage is.

I just received my out-of-warranty lens back from Canon-Irvine for a lens alignment problem.

Frankly, my experience began kinda mixed. I used Canon's on-line service request form and pre-paid the $118 requested, received a repair tracking number. An average turnaround time of 5 business days was quoted.

I sent the lens to them in its original box and packaging material, front/rear caps, put this box inside of a larger one and added foam peanuts. Shipped it to Irvine via USPS Priority Mail, it arrived two days later on 4/3/08. Checking Canon's repair tracking website is a waste of time. Always says "Received." Nothing about status. I called Irvine on 4/17 to see how things were going and was told that the tech. had not even begun on mine yet! I asked about their "5 business day turnaround," she told me that it was more like 10-14. Anyway, the manager was kind enough to ship my lens back via 2-day delivery, received it today, 4/21. Funny thing is that the repair tracking website still says "Received!"

Haven't fully tested my lens yet, but it was returned in pristine condition, cleaned and even the rubberized zoom ring was replaced! Sweet! If the alignment is now fixed, my opinion will be that while the turnaround time is significantly longer than what Canon says, the quality of Irvine's service appears to be top notch.

rhom wrote in post #5376318
Checking Canon's repair tracking website is a waste of time. Always says "Received." Nothing about status.

Now that I re-read what I just wrote, I should clarify. There is a Status field on Canon's repair tracking site, it's just that it never changes from "Received."

Also, I have a feeling that I would not have received my lens today without having made the call last week. Might have been another week or so.

Mike55 wrote in post #5314414
I just went through the same thing with a 300 F4 IS. It took two trips, and probably would have been more if I did not receive the escalation # from a poster here.

If they don't fix it right the first time, let me know and I will give you the number. It's around here somewhere. The fact your lens is brand new gives you alot of leeway. They should pay for shipping as well. Ask for a label to Irvine CA.

Mike 55,

Please post that escalation number you spoke of. When you call it, who do you get and how did that work out for you?

Thanks

crazyskillz07 wrote in post #5314505
I asked the guy if they pay for shipping and he said I have to pay for the shipping to the facility and they send it back for free. The guy said I would be sending it to somewhere in New Jersey. Should I still ask to send it to Irvine? Are they better with repairs or something?

You are in long island new york. How far are you from NJ ? I would drop it if possible over NJ. It will cut down time by 5-7 days...!

silvex wrote in post #5399773
You are in long island new york. How far are you from NJ ? I would drop it if possible over NJ. It will cut down time by 5-7 days...!

I am actually going to drive over there tomorrow morning with my lens to drop it off. If I can find my receipt for my 30D which is still under warranty I will give them that to check out too.

So anyway...

I ended up sending the 30D, 35L and 17-55 in for service.

30D: shutter button lag, calibrate to 35L
35L: re-calibrate
17-55: clean/check front seal (why not)

Shipped my stuff out on 4/29, arrived on 5/2, and I just got the estimate today, 5/6. The email I got had a charge of $196.05 for the 30D and $111 for the 35L. So, I called Canon because the 35L was supposed to be free (6 month re-work warranty). They ended up approving both the 30D and 35L at no charge. The 17-55 was also no charge since it is still under warranty. I had them read back my repair requests just to make sure they weren't skipping anything. So...fingers crossed hoping that everything comes back in good shape. Can't complain about the price I suppose.

Thats great Drew. I hope everything works out well. I went and dropped off my camera to the NJ repair center on Friday. I gave them my 30D and my 70-200L. They are both under warranty but I lost the receipt for my 30D. The guy said it was ok though. So I am still waiting to get my gear back. I have a very itchy shutter finger right now. I WANT MY BABY BACK!

Glad to see great endings...

Sent my back up to Newport News VA and the whole deal door to door was 7 days. Way to go Newport News!

I just received word that my lens and 30D arrived at my job. I will post later more about it when I get the box. It was pretty quick though. I dropped it off on Friday and it was shipped to me today.

I had sent in my back-focusing 24-70L 3 times to the NJ service center - they NEVER got it wrong. I finally sent it to the Irvine facility, and they got it right. I don't have much faith in the NJ guys. Next time I need Canon service, it's going to Irvine, even though I'm in Boston!

Ok. So I am pretty pissed. The pics are still soft and backfocusing. I guess it will be going out again soon. I will give it another shot this weekend and maybe even next to really test it out. After that I will send it out again if I don't feel its better.