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DPChallenge Forums >> Hardware and Software >> Canon Factory Service woes
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Showing posts 1 - 12 of 12, (reverse)
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07/06/2004 10:03:25 AM · #1
So I overnighted my 70-200/2.8L IS back to Canon Factory Service in New Jersey last week, apropos of my problems in this thread.

It arrived there on Wednesday morning. It's now Tuesday. I called the 1-800 number, was on hold for 10 minutes, finally got a woman who took my info, then put me on hold for another 2 minutes. She returned to ask me if maybe I have a "different zip-code"?? She then transferred me directly to the service center phone number.

Here I stayed on hold for 20!! minutes, before I got a rep who told me they are in their busy season, and since my information isn't in the computer, it must mean that my lens hasn't been "estimated" yet. So it's been there for 6 days, they haven't even opened up the box and put it in the computer.

To boot, he said that once they finally get around to opening it, it'll be 7-10 business days before they ship out a replacement. So I'm looking at at least 3 weeks without the lens I need most.

In addition, they don't cover the cost of me shipping and insuring the lens to them, nor will they cover the cost of me having to rent a replacement for shooting while it's gone. I'm completely underwhelmed if this is how they treat their professional lens owners.

Is this typical customer service for Canon when someone spends $1600 on a professional lens, only to have hardware failures in the first few months? Have other people on this board had similar experiences?

Very frustrated in Boston,

-Will
07/06/2004 10:16:36 AM · #2
Think you have to be a member of the Canon Professional Services program to get the better service - minimum entry level is 2 Pro canon bodies and 3 Pro/ L series lenses and proof that you are a professional photographer. Then you get the rush service (fast turn around/ loaner gear to cover during replacement) and equipment/ lens loans and stuff.

//www.cps.canon-europe.com/faq/view.do?catId=1001

Message edited by author 2004-07-06 10:18:09.
07/06/2004 10:19:09 AM · #3
That sucks that you're getting that kind of support from Canon. =[ I dread the thought of ever having to send any of my equipment in to any type of service center. I've heard both praise ("Wow! Got my camera back in 3 days!") and complaints (like yours) about both of Canon's USA service centers.

Unfortunately, owning a "professional lens" does not get you any type of preferential service. For that, you need to be a member of CPS (Canon Professional Services). CPS gets you priority fast-track repairs, loaner equipment, check & clean service, etc. I couldn't find a link on Canon USA's site, but did find this link for Canon CPS Europe, which lists the requirements for becoming a CPS member: 2 professional SLR bodies (not sure if they count the 10D as "professional" or not, I'd highly doubt the Digital Rebel would count), 3 L-series lenses, and you need to be a full-time professional photographer, with some sort of credentials to "prove" it.

Here's hoping that your lens gets back to you soon (and functioning properly!)
07/06/2004 10:19:38 AM · #4
Darn. Too slow. =]
07/06/2004 10:43:29 AM · #5
Looks like CPS isn't available in the US though - not enough qualified service centers ... ? Seems to be two in the US - one on the east coast (NJ) and one on the west (Irvine, CA). CPS do appear at major US sporting events though - so just could be in hiding...

Message edited by author 2004-07-06 10:44:54.
07/06/2004 10:59:11 AM · #6
You can get CPS in US but there isn't a web link for it. You can contact a Canon rep named Jes. His number can be found on FredMiranda in the Pro forum. I hesitate to just post it here but apparently you have to contact him directly as they no longer promote their CPS service in the US due to the volume of work their doing (at least that's what I've been reading). I've also seen some posts where people with a 10D can get into CPS in Europe but the 10D does not count as a "Pro" body here in the states. FM has a lot of posts about CPS in the last month or so.

Also, you might find this story interesting (link). Sounds like poor service even from CPS because of the overwhelming number of cameras Canon has sold lately.

Don't know if you already have this direct number for the service center in Irvine but here ya go.
15955 Alton Parkway
Irvine, CA 92618
949-753-4200
07/06/2004 11:16:49 AM · #7
And the New Jersey direct dial info

100 Jamesburg Road ,
Jamesburg NJ 08831
732-521-7007
07/06/2004 11:20:22 AM · #8

I recently had my EF 100-400 IS in for service. It was dropped and the manual focusing ring was jammed. Canon had it for over 2 months before I got it back. I know it is a real bummer to be without a lens for so long but my experience with Canon was that you just have to wait until they get around to it and thatís pretty much that.

Greg
07/06/2004 12:12:01 PM · #9
and if Greg doesn't get preferential treatment, there isn't much hope for us with one or two of the cheaper L lenses...


07/06/2004 04:12:39 PM · #10
When it became obvious that Canon would not be able to repair my Rebel for 4-6 weeks, I started pressing Customer Service to extend my warranty for the duration of time Canon was in possession of my camera.

They informed me that they could not do that, and after some heated discussion offered me another Rebel as a loaner. I live and work very close to a Canon Service Center, so for me this worked well.

If the camera should break again before the end of 4 weeks past the warranty expiration, I will again argue the merits of why the warranty cannot accrue while Canon has possession of the equipment.

07/12/2004 12:28:22 PM · #11
So the update is this.

I called after 2 days, to confirm it had arrived. They told me they had no information until it got entered into the system, and to call back after the weekend. I called 4 days later, still no info, apologies that they were very behind on repairs.

I just called now, they have had the lens at the repair center for 12 days. No info. The woman asked for my zip code 4 times. I was transferred to someone who sounded very confused, but said she'd get back to me. Waiting on the phone call now.

So I understand if I'm not a member of CPS. But is it too much to ask that when I send them a $1500 lens, they don't lose it?!

Grrrrr....
07/12/2004 12:48:48 PM · #12
It's not just Canon. Especially during the summer, most places average 6-8 weeks turnaround time on equipment repairs.

Clara
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