Canon Support Is Pissing Me OFF!


Testing My New Palm Pre — Originally uploaded by LexnGer

See that Canon camera in the photo? It went in for it's 4th servicing over 50 days ago. (Actually its 5th servicing but there was a mix up and I lost some of the paperwork, but that's another story.)

This story is about the camera I bought in January 2009 that went in for its 4th "official" servicing at the end of September 2010, and the extended warantee that said if the camera needed servicing 4 times it would be replaced. And after the last repair, Future Shop assured me if the camera required servicing again (!) it would be replaced immediately.

So I was a little surprised when I brought the camera in with problems and was told they had to send it in to Canon before replacing it. But I accepted it, with as much grace as I could muster.

However today I was OUTRAGED when I found out that Canon had sent the camera back saying it has only had 3 major repairs and 1 minor repair, and thus does not qualify for replacement.

Are you FUCKING kidding me?!?!?!

They are giving me this kind of shit about a camera that was in for repairs 3 times before I had owned it for 12 months. And each time it has been in for repair it has taken 50-60 days for me to get it back. EVERY TIME.

Is Canon trying to tell me now that a "minor repair" takes them 60 days? And to be explicit, no warantee discussion ever included a discussion of "4 major repairs"

So roughly Canon has had my camera for approximately 200 days in 20 months I have owned it. 200 DAYS!
And they are trying to tell me this camera doesn't need replacing. Who the hell are they kidding?!?

While I love my Canon cameras when they are working, they seem to spend more time in the shop than in my hands!!!

Randy at Future Shop who seems to have a head on his shoulders and is equally shocked by this crap told me that he will be working with his management to find a way to fix this problem for me tomorrow.

The saga continues tomorrow…
(hopefully with less swearing!)

4 thoughts on “Canon Support Is Pissing Me OFF!

  • October 20, 2010 at 4:47 pm
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    Ooooh, that sux on so many levels. Hope they give you a new one. Do they understand your level of influence?

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  • October 20, 2010 at 5:14 pm
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    Hard to say. I’m no Rannie but they did invite me to a recent Canon camera preview. I do own 4 Canons (SLR, dSLR, and 2 point and shoots) and have recommended them to family and friends. As I said, when they work I love them.
    I doubt the people who invited me to the preview and the folks who poked my camera body and sent the note to Future Shop are the same people. Sadly.
    Honestly I don’t think influence or Klout score or whatever should influence customer service, though at this point I really would be willing to pull strings. I’m that pissed!

    Reply
  • October 21, 2010 at 7:35 am
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    Wow. This makes me sad. Like you, I have been loyal to Canon for many years. If I ever had an issue, I’d have high expectations that Canon would stand by their product and respect me a customer enough to be reasonable and fair in matters that fundamentally relate to product quality.
    Your experience is just brutal. Especially considering that your camera is such an important part of your work and life. Canon has taken a big hit for me in terms of loyalty. I’ve recommended Canon for many years, based on your experience I don’t know that I would anymore.

    Reply
  • October 21, 2010 at 5:57 pm
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    Time to switch to Nikon! Just kidding – that really sucks though. Canon sound like a$$holes.

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