topic Re: Factory Service Center Complaint in EOS DSLR & Mirrorless Cameras

Factory Service Center Complaint

mgsipa — Mon, 18 Jul 2016 22:46:57 GMT

This is in regard to Repair ID: [Removed personal information per Community Guidelines]

I turned in my Canon 5D MkII in to my local Canon FSC for repair after my toddler pushed the camera off a table and the mode dial was damaged but not broken. Nothing else was damaged, and the drop was not big. I was quoted $211.89 for the repair, which included $19.99 for the Mode Dial, Labor, and $129 for an 18-point DSLR Maintenance Service, which he said was mandatory with my service. I questioned the $129 charge, but was told it was a requirement included in the repair. If this was a lie, please discipline your employees when they lie.

Today I received a revised estimate of $316.67 without an explanation. I called the Canon FSC and was told that a technician determined that I need a whole new Top Cover and that my USB connections are damaged and need to be replaced. Again, please discipline your employees when they lie. The top cover does not need to be replaced, nor were the USB connections damaged at all. I have photos from before I turned in the camera showing that none of these were damaged. I've been lied to before, but this takes the cake. I've taken cars to mechanics that were more honest.

I was told that all these parts are needed for my camera to be returned to it's original factory specifications, but I NEVER ASKED for the camera to be returned to original factory specifications. I only asked for the mode dial to be repaired. Your service is tantamount to taking my car in for an oil change and having the mechanic revise my request to include a complete engine restoration that I didn't ask for.

Please know that we don't live in the 1970's where things like this were easily swept under the carpet, and I don't intend to allow it to be swept under the carpet.

Re: Factory Service Center Complaint

jrhoffman75 — Mon, 18 Jul 2016 23:15:04 GMT

I have never had a problem with Canon factory service (New Jersey facility).

Did you ask about just having the dial fixed w/o the other repairs?

Re: Factory Service Center Complaint

mgsipa — Mon, 18 Jul 2016 23:26:16 GMT

Yes I did. The lady was quite short in telling me, "Well sir, this is what our technician determined needs to be replaced to have your camera restored to factory spefifications". I even asked her why they're charging me $316 to replace a part that costs $19.99 and I got the same answer, followed by, "Do you want to approve the repair or have the camera returned to you as is?"

Re: Factory Service Center Complaint

mgsipa — Mon, 18 Jul 2016 23:28:42 GMT

By the way, I turned in my camera to the Newport Beach, CA service center, who apparently then shipped it to Newport News, VA who then gave me the new estimate. Mind you, I already prepaid the original estimate of $211 whrn I turned in the camera.

Re: Factory Service Center Complaint

jrhoffman75 — Mon, 18 Jul 2016 23:32:14 GMT

I can't say you'll be successfull, but ask to speak with a supervisor or call 1-800-OK-CANON and speak with them.

Re: Factory Service Center Complaint

RobertTheFat — Tue, 19 Jul 2016 12:08:51 GMT

@jrhoffman75 wrote:
I have never had a problem with Canon factory service (New Jersey facility).

Me neither. That facility does a good job and is exceptionally fast. I once sent them a camera that I had bricked by screwing up a firmware upgrade. They were careful to make sure that I could pick it up on my way to Philadelphia for a photo shoot, and even elected (unasked) to treat it as a free warranty repair. Just sayin'.

Oh, and I wasn't yet a CPS member at the time. Just a clumsy owner.

Re: Factory Service Center Complaint

Waddizzle — Tue, 19 Jul 2016 17:26:03 GMT

".... I was quoted $211.89 for the repair, which included $19.99 for the Mode Dial, Labor, and $129 for an 18-point DSLR Maintenance Service, which he said was mandatory with my service. ..."

I'm probably dead wrong about this, but I don't think the mode dial is a separate item. I've looked up what it would take to replace the mode dial on my 6D, which many owners seem to break somehow.

The mode dial is one part of an entire assembly that forms the entire top cover piece of the entire camera. Think of it as you would a headlight assembly on a car. All you need is the trim ring, but all they sell is the assembly. Selling entire assemblies, instead of the dozen, or dozens, of parts that go into it makes for simpler inventories, and less merchandise that sits around and never moves.

[EDIT] I'm guessing that $19.99 may have been the actual charge for the mode dial, which is the little plate glued onto the mode dial knob, that many people seem to lose. The actual knob itself is probably part of an entire assembly, which may have been what you were charged for.

Re: Factory Service Center Complaint

ebiggs1 — Tue, 19 Jul 2016 16:57:46 GMT

I totally feel for you but your 5D2 is certainly worth, "I received a revised estimate of $316.67", to have it returned to factory specs. Don't you agree?

My experience with Canon, mostly CPS, has been not just good but outstanding. And that is for many years, ah, decades would be closer! I used my gear professionally which menas it saw a lot of service.

But it is a free market and you can certainly take your camera to a different shop. Why do they call it a 'free market'? Not much is free, is it? If I were you, send them the money and put it behind you. Move on.

Re: Factory Service Center Complaint

mgsipa — Tue, 19 Jul 2016 18:11:18 GMT

I've found the mode dial itself, sold separately from the top cover for $19.99 online, but I'm not confident that I'll know how to take the old one out and put a new one in. What I do know is that the dial and the top cover are not one piece. Even the lady I spoke with said that when you turn in a camera to a Canon FSC they have to reservice it to brand new condition whether you want them to or not. I find that ridiculous. I think it's a money making scheme. Repair what the customer asks you to repair, and don't change parts just because they're scratched.

Re: Factory Service Center Complaint

jrhoffman75 — Tue, 19 Jul 2016 18:15:13 GMT

None of us here can solve your problem. As I said earlier:

"I can't say you'll be successfull, but ask to speak with a supervisor or call 1-800-OK-CANON and speak with them."

Re: Factory Service Center Complaint

mgsipa — Tue, 19 Jul 2016 18:17:40 GMT

This is a text from a service manager there. As you can see, they require THEMSELVES to service the camera back to original factory specs whether you're asking them to or not. I don't need them to do that. I need them to replace a $19.99 mode dial and that's all. If it takes $316 to repair a $19.99 mode dial, then Canon products are worthless in my opinion.

Here's the message:

"Thank you for providing us with additional information. We can certainly understand your concern over the revised repair estimate. Our Factory Service Center requires that all cameras be repaired back to the original factory specifications and tested by our factory trained technicians, to ensure the camera is in proper working order before being returned to you. We'd like to offer you a 20% discount off the labor charge. Just let us know if you would like to move forward with completing the repair and we'll get the repair estimate updated for you. -TR"

Re: Factory Service Center Complaint

Waddizzle — Tue, 19 Jul 2016 18:18:44 GMT

"I''ve found the mode dial itself, sold separately from the top cover for $19.99 online, but I'm not confident that I'll know how to take the old one out and put a new one in. What I do know is that the dial and the top cover are not one piece."

This is what money is for. Pay the professionals to get it done right. I have no doubt that you can find the dial sold by itself. I have seen it, too. But, the dial is also sold as part of an entire assembly that covers the top of the camera, which would include the LCD on the other side.

Re: Factory Service Center Complaint

mgsipa — Tue, 19 Jul 2016 18:20:12 GMT

Jr, I didn't come on this forum to have anyone solve my problem. I came to tell others about my experience.

Re: Factory Service Center Complaint

Waddizzle — Tue, 19 Jul 2016 18:22:25 GMT

@mgsipa wrote:
This is a text from a service manager there. As you can see, they require THEMSELVES to service the camera back to original factory specs whether you're asking them to or not. I don't need them to do that. I need them to replace a $19.99 mode dial and that's all. If it takes $316 to repair a $19.99 mode dial, then Canon products are worthless in my opinion.

Here's the message:

"Thank you for providing us with additional information. We can certainly understand your concern over the revised repair estimate. Our Factory Service Center requires that all cameras be repaired back to the original factory specifications and tested by our factory trained technicians, to ensure the camera is in proper working order before being returned to you. We'd like to offer you a 20% discount off the labor charge. Just let us know if you would like to move forward with completing the repair and we'll get the repair estimate updated for you. -TR"

I say bite the bullet, and get several more years of use from your camera. I agree with Ernie, 100%. Factory refurbished cameras are as good as new, if not better, because they have been hand tested and calibrated.

Re: Factory Service Center Complaint

mgsipa — Tue, 19 Jul 2016 18:30:15 GMT

Wadwizzle, no it is not. You can buy the Mode Dial post by itself. I understand that it can ALSO be purchased as part of a complete top assembly, but I don't need a whole top assembly because none of that is damaged. I also understand that I can buy a mode dial as part of a whole new camera altogether, but I don't need a whole new camera, only a $19.99 mode dial.

Bottom line, if the company that produces the camera from the tiniest screw to a complete product says they can't replace a mode dial without replacing half my camera with it, then I suspect that company's intentions. What would have happened if I lost a screw? "I'm sorry sir, but that screw is part of an entire assembly which we'll need to replace for $316". This is absolutely ridiculous.

Re: Factory Service Center Complaint

mgsipa — Tue, 19 Jul 2016 18:33:16 GMT

Some of you guys are way too accepting of 'bait & switch' tactics. I have to wonder why.

Re: Factory Service Center Complaint

Waddizzle — Tue, 19 Jul 2016 18:48:34 GMT

"Wadwizzle, no it is not. You can buy the Mode Dial post by itself. I understand that it can ALSO be purchased as part of a complete top assembly, but I don't need a whole top assembly because none of that is damaged."

Uh, that is pretty much what I said. You can buy it alone, or as part of the top assembly. Good Luck.

Re: Factory Service Center Complaint

ebiggs1 — Tue, 19 Jul 2016 18:48:58 GMT

"I say bite the bullet, and get several more years of use from your camera."

This is the way to go. Maybe a little hard to swallow but you will have a nearly new camera. A darn good camera. If your camera has some years on it as a 5D Mk II has to, it is well worth the C&C which is probably around $200 bucks by itself. You are getting that included for nothing.

Consider this. The mode dial is connected to a complicated switch potentiometer. It is possible that got damaged in the fall and sudden stop. In my business I couldn't take the chance something inside there that got cracked or messed up. I know one thing for certain. It would fail you at the most inopportune time! Learned that one the hard way.

Re: Factory Service Center Complaint

mgsipa — Tue, 19 Jul 2016 18:53:16 GMT

They are not repairing the potentiometer. They want to replace the top cover because it has a couple of scratches on it. That is it, and that is all. Please stop making it seem like a bargain. It's not a bargain. It's a bait & switch tactic, simple as that.

Re: Factory Service Center Complaint

ebiggs1 — Tue, 19 Jul 2016 19:31:48 GMT

OK, fine. It looks like you made your decission. Call them up and request them to return it to you as is.

Then call Midwest Camera Repair and ask for an estimate. They will do it on line.