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FORUMS Photography Talk by Genre General Photography Talk 
Thread started 26 Mar 2009 (Thursday) 11:29
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Just a Rant about Canon Repair Experience

 
MaxxuM
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Mar 26, 2009 11:29 |  #1

Ok, sent my XL H1A in for repair because it was giving 4 alarm beeps when placed into REC mode. The stabilization was vibrating a little bit so to be safe I sent it to Canon's California repair center. It was still under warranty and the experience was pleasant. I sent 2 day air and they sent it back 2 day air - I had my cam back in 6 days! I was so happy. The repair receipt said there was a malformed part which they fixed (no clue if it was replaced or just realighed). I turned it on and guess what, same 4 beeps. Worse, there was something loose inside now! The stablization was worse and to add insult to injury there was a fingerprint on the lens.

Well, I sent off a letter to support and they said send it back - they said they were really sorry and gave me a free UPS shipping code (albeit 5day). So, they got it back and had it for three days and I had no service tracking number. So I wrote them again asking for it. The next day I got the tracking code and entered it into the service tracking web site - it stated that repairs were finished and it was awaiting shipping. It also stated it would be "Unit will be delivered to you within approximately 4 business days". Well, the days starting ticking away, 1, 2, 3, 4, 5... I just sent another letter asking what the delay is and will probably not have an answer until tomorrow (it's taking longer and longer to get response from them).

I just wanted to get that off my chest! I've already postponed two projects and cancelled a third. It has almost been a full month since staring this and am thinking of just scrapping all the projects. Video, unlike photography, is not so easy to deal with missing camera's. Renting a XL H1A costs like $200+ a day. I hope this is the last time I ever have to deal with a repair :(




  
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mbellot
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Mar 26, 2009 12:30 |  #2

Its not a video camera but I recently sent in my MkIII for the latest fix (to NJ).

Last Friday (3/20) the web status went from being worked on to "completed, not shipped you'll have it in four days". I checked it several times over the weekend - no change.

The web lied, it actually was shipped on 3/20 and arrived Monday (3/23) morning.

My advice, call, don't email.




  
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KayakPhotos
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Mar 26, 2009 12:33 as a reply to  @ mbellot's post |  #3

I just sent in my 40D with 50mm f/1.8 lens. Forgot to fill out the warranty card for the 50mm, so I chose not to spend $50 for a clean and calibration check I didn't think I need (the camera was having the issue.)

Well, I got my camera back (which they actually did fix) but not my lens, which I declined having fixed the first day. This seemed a bit odd to me....I called and they said that it hadn't been shipped yet. Why would they wait this long to ship this lens that wasn't even worked on rather than ship it the day I declined needing service? Why would a fixed item come back two days before an item that nothing was done to was even shipped?


Just a thought from Daniel
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MaxxuM
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Mar 26, 2009 15:51 |  #4

mbellot wrote in post #7603378 (external link)
The web lied, it actually was shipped on 3/20 and arrived Monday (3/23) morning.

My advice, call, don't email.

FedEx just dropped off some equipment at my house - no Cam yet. Now going on 6 days :(




  
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Just a Rant about Canon Repair Experience
FORUMS Photography Talk by Genre General Photography Talk 
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