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DPChallenge Forums >> Hardware and Software >> canon vs nikon -- go nikon
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 05/12/2010 04:55:08 PM · #1
I find Canon's repair situation very frustrating. I don't like that you are completely in the dark as to what repair is being done. Even if it is the third time in less than a year, and you request to actually speak to a repair person to find out why it keeps breaking, they still never call you.

Btw, when they send you an estimate, they haven't even looked at the camera yet. They're going by what you described is the problem not what actually is the problem.

Just had to vent -- I'm an extremely frustrated canon owner, at the moment, and extremely sad that I just spent more money on canon equipment.
 05/12/2010 05:05:48 PM · #2
My experience was that yes, you pay up front, but the charge is based on camera model and what it takes to "crack the case" of the camera I was told. I sent mine in, they got it Friday, had an email on Tuesday stating that it was being returned with no additional charges as they covered the motor. The customer Service rep I had spoken with said they don't give you any costs unless they anticipate it going over the initial (in your case $180) cost.

In the past, they have actually returned phone calls. Which facility did you send yours off to?

Sorry that you are having troubles. I've had great luck the two times I did have to have help (once for a lens, once for the motor assembly).
 05/12/2010 06:18:49 PM · #3
Originally posted by vawendy:
Btw, when they send you an estimate, they haven't even looked at the camera yet. They're going by what you described is the problem not what actually is the problem.

Yup. When I sent them my 20D for repair last year, I was fairly sure the problem was a sticking shutter button, as it was continuously actuating the shutter and did not feel right when pressed. They quoted me a generic repair price for a shutter problem which assumed replacement of the shutter itself.

Being in a service business myself, I can tell you that going to the effort of troubleshooting a problem to provide an estimate is often the most costly part of a repair. Even more so if the customer decides to not have it fixed, or if they price shop the repair after you have troubleshot it for free. I find Canon's approach to be reasonable and probably keeps costs down overall.
 05/12/2010 06:46:25 PM · #4
to me these kinda things are like ford vs chevy, win vs mac, democrat vs republican. there is good and bad in both and you're never going to find something that completely satisfies with no reason for complaint
 05/12/2010 06:52:17 PM · #5
Originally posted by smardaz:
to me these kinda things are like ford vs chevy, win vs mac, democrat vs republican. there is good and bad in both and you're never going to find something that completely satisfies with no reason for complaint


There's good in Deocrats and Republicans? I'd have to see that to believe it. lol
 05/12/2010 06:59:21 PM · #6
Originally posted by chazoe:
Originally posted by smardaz:
to me these kinda things are like ford vs chevy, win vs mac, democrat vs republican. there is good and bad in both and you're never going to find something that completely satisfies with no reason for complaint


There's good in Deocrats and Republicans? I'd have to see that to believe it. lol


ha yeah, mainly that was for emphasis, i dont get involved in politics, lesser of two evils, hard to understand why people get so worked up about it.

back to op, sorry

Message edited by author 2010-05-12 18:59:36.
 05/12/2010 07:15:42 PM · #7
I guess...

It's just 3 times within 10 months makes me very, very nervous. Too much coming up to have it breaking every 4 months.
 05/12/2010 07:20:12 PM · #8
Originally posted by vawendy:
I guess...

It's just 3 times within 10 months makes me very, very nervous. Too much coming up to have it breaking every 4 months.


Is it always the same repair?
 05/12/2010 07:24:00 PM · #9
Originally posted by vawendy:
It's just 3 times within 10 months makes me very, very nervous. Too much coming up to have it breaking every 4 months.


I don't know how Canon support works, but I would see if you can get a supervisor to review your case and see if they would like to make any adjustments in the interest of customer satisfaction. I got a new/replacement laptop that way one time... for most companies third times a charm for failures, and if you get the "right" supervisor, they might make you a deal on a replacement or at least refund some of your service fees, etc.

Can't hurt to ask -- at worst, it won't make any difference -- at best, you might get a new body out of it.
 05/12/2010 07:27:54 PM · #10
Originally posted by bergiekat:
Originally posted by vawendy:
I guess...

It's just 3 times within 10 months makes me very, very nervous. Too much coming up to have it breaking every 4 months.


Is it always the same repair?


Actually, in December they said they didn't repair anything, just adjusted something -- but it hadn't broken completely like the first and last time. But that it worked perfectly fine for 4 months and then needed adjusting is weird. And now it worked perfectly fine for 4 months and has the similar problems. It always seems to be slow/sluggish/dead shutter problems. The first time they replaced a motor (I think a mirror motor?) and a couple of other small parts.

What's really weird is, I always wonder whether my camera was even supposed to be sold. Instead of the 10 digit serial number, it has a 4 digit one. I thought it was just a mistake. But now I'm wondering about the fact that the registration card serial number had absolutely nothing to do with the camera serial number (found this out 2 years after I bought it. I hadn't compared them before then.)
 05/12/2010 07:39:01 PM · #11
Wendy, Exactly what are you using that camera FOR?
 05/12/2010 07:47:21 PM · #12
Originally posted by David Ey:
Wendy, Exactly what are you using that camera FOR?


Just DPC stuff, pretty much. I rarely shoot anything else these days. Though I'm doing a wedding in Oct. I guess that's why I'm extra nervous about the camera.

Message edited by author 2010-05-12 19:48:10.
 05/12/2010 08:18:16 PM · #13
If I were you, I would tell them that you're a fairly serious, but not professional, photographer that does need the camera from time to time for serious events. Tell them flat out that you no longer feel that you can trust the camera and ask them what they're willing to do. If they say nothing, I'd consider a Nikon, Oly, whatever, if they don't understand that at this point their reputation for reliability is suspect with you.
 05/12/2010 09:51:07 PM · #14
They will give you the option to upgrade to a refurb 50D. Think the cost is like $700.
 05/12/2010 10:00:11 PM · #15
Originally posted by bergiekat:
They will give you the option to upgrade to a refurb 50D. Think the cost is like $700.

Mine was $629, but they jacked up the price by $40 just after that. When I called ready to buy it, they said $669, but when I said something they honored the original offer I had been made.
 05/12/2010 10:00:32 PM · #16
Originally posted by bergiekat:
They will give you the option to upgrade to a refurb 50D. Think the cost is like $700.


And, given the number of repairs you have had to pay for, maybe you can talk them into some credit for those repair costs to offset some of the $700. I doubt they offer this sort of thing unless you ask. Can't hurt to ask. Potentially, you could contact a local camera store, ask for the name and number of the regional Canon rep that they deal with.
 05/12/2010 11:30:12 PM · #17
Wendy:

One of my friends recently had his brand relatively old Nikon go blank on it's LCD. Nikon repaired it for free and shipped it back free within 2 weeks (including both ways transit). But then again a family friend from Europe requested her camera to be replaced in SoCal when she was on a trip here, and Canon was super fast with that too (in 4 days including a weekend), and shipped it free within US (she then flew out with it).

I guess it's just luck for what you end up with... Good luck!
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