Reaching out to Canon for a repair

I've never had to contact Canon for a repair before - what kind of communication or turn around times can I expect?

Initially, I've sent them a Support email through their website.

The story -

I bought a 7D in January, and every once in a while, I'd get a corrupt RAW file captured - this would kill the import process (Aperture), and I'd have to start again, bypassing the bad file. Initially, I assumed it was my aging laptop and the considerably larger than I was used to files causing it. I upgraded to a new iMac with tons of speed, RAM and space, and it would still very occasionally occur.

I changed from importing into Aperture to simply downloading to my desktop, and importing from there, no change.

This happens infrequently - maybe one in every 200 shots. I shot a 350 file shoot on Sunday and had 2, I hadn't had one in July at all prior to that - very infrequent.

I've tried new cards, upgraded the firmware, new cables.

So, I think, finally and regretfully, it's the body itself.

Three examples I was able to get onto my drive can be seen here - these were imported into Aperture (once I get them on the drive, they can be handled as normal - it's just they crash the import / download process), then exported to flick.

http://www.flickr.com/​photos/paulandbeth/set​s/72157624641335196/wi​th/4855562434/

Hmmm... I had a similar problem on my XTi and after a few lost shots I realized it was happening when I pressed the Preview button very shortly after taking a photo, so the preview button signal interrupted with camera writing to the card. Could that be the case ? Looks fairly similar.

As for Canon turnaround times, back in 07 I sent my old camera back for focusing issues to Irvine, CA. Took 2 weeks, including 3 days at repair center and rest in transit. First I received an email saying they received the camera, then another one stating they accepted it as a warranty issue (no additional information), in 3 days a return shipping notification. There was a paper in the box stating they found and fixed focus calibration issue. Until I received it back I didn't know what they found.

Call them, itll be easier. 1-800-OK-CANON.

In my experience, the Irvine FSC gets repairs done in 2-3 days and the camera is returned second day air. When the repair is important or time sensitive, they've completed the repair in 1 day and overnighted it back to me.

Even P&Ss that I've sent in for repair have been fixed in about 3-4 days and 2nd day expressed back.

I'm not sure that I could be any more satisfied or happier with Canon factory service- other than not needing their services in the first place.

I've emailed them initially - but I'll try calling today - or do you suggest I simply fill out a repair form? The body is still under warrantee.

Looking at the images on your flickr, I doubt that it's the camera.
Those images look to me like they are from corrupt cards.
My guess is that you are using cheap cards. I'd almost go as far as suggesting you bought them from a cheap source on the internet.
Apols if I'm incorrect on that one.

From my one and only experience of Canon UK with a lens repair;
Communication: Nil
Speed: About what I expected, 1 month turnaround
Cost: A little less than I expected.
Quality: Good

philwillmedia wrote in post #10652240
Looking at the images on your flickr, I doubt that it's the camera.
Those images look to me like they are from corrupt cards.
My guess is that you are using cheap cards. I'd almost go as far as suggesting you bought them from a cheap source on the internet.
Apols if I'm incorrect on that one.

Apology accepted

Tried multiple different cards, readers, cables and import methods. Sandisk Ultra II branded for the most part, but I've also tried others, including borrowed - known good - cards from other photogs. All bought from photography stores or, heck, Walmart.

Hmmm...
Well that has me puzzled.
Never seen a body do that before.
It's usually been the card.

I sent them an email through their website around 9:30pm EST last night - they replied at 7:30amEST this morning - thats a good turn around.

As expected, they want me to ship the body in to them, so I'll be boxing it up. They also want example RAW files, so I'm going to rattle off a few hundred shots tonight and see if any come up - sometimes I won't see them for a while, then I'll get two or three in a shoot, so it's tough to replicate.

I emailed Canon last Sunday nite (25July10) for a problem with my Canon 5D. Larry from NJ Canon responded within hours. Monday, Canon sent me shipping labels. My 5D went out to Canon who received it Tuesday (27July10). Thursday, they emailed me that it was fixed, and was shipped on Friday (30July10). I received it yesterday (02Aug10) in great working condition. Depending on where you live, I have nothing but praise for the NJ Canon Customer Service.

Nicksan3 wrote in post #10652922
I emailed Canon last Sunday nite (25July10) for a problem with my Canon 5D. Larry from NJ Canon responded within hours. Monday, Canon sent me shipping labels. My 5D went out to Canon who received it Tuesday (27July10). Thursday, they emailed me that it was fixed, and was shipped on Friday (30July10). I received it yesterday (02Aug10) in great working condition. Depending on where you live, I have nothing but praise for the NJ Canon Customer Service.

Thats good to know, I'm in MA so would be using the NJ service center. I heard from Dirk - but didn't receive shipping labels.

I don't have a shoot scheduled - but do have backup bodies if needed.

pcj wrote in post #10652648
I sent them an email through their website around 9:30pm EST last night - they replied at 7:30amEST this morning - thats a good turn around.

As expected, they want me to ship the body in to them, so I'll be boxing it up. They also want example RAW files

You know that might just like be a standard form reply email. It can still help to actually speak to someone.

Fast Fredy wrote in post #10653189
You know that might just like be a standard form reply email. It can still help to actually speak to someone.

They ask for RAWs and send shipping labels in a standard form reply?

Nicksan3 wrote in post #10652922
I emailed Canon last Sunday nite (25July10) for a problem with my Canon 5D. Larry from NJ Canon responded within hours. Monday, Canon sent me shipping labels. My 5D went out to Canon who received it Tuesday (27July10). Thursday, they emailed me that it was fixed, and was shipped on Friday (30July10). I received it yesterday (02Aug10) in great working condition. Depending on where you live, I have nothing but praise for the NJ Canon Customer Service.

+100



I drop my stuff there including a MKIII I bought off a member on another forum that sent it off and returned from Irvine saying it had nothing wrong with it under the recall. Sent it to Jamesburg and they replaced the mirror box, precharge assembly and a few other parts, cleaned it, calibrated it and called me to let me know it was ready. Dropped it off one morning and picked it up the next afternoon but I have CPS gold so I get prioity.