topic Re: Defective 1DX Mk ii in EOS DSLR & Mirrorless Cameras

Defective 1DX Mk ii

karynschiller — Tue, 28 Nov 2017 18:05:29 GMT

I thought I was so lucky to have scored one of the first bodies from B&H. Not so much. This flagship pro camera has NEVER workekd properly. It is now back at Canon again (3rd repair) for the same issue - focus keeps slipping. 3 weeks later and I'm still waiting. So I'm out nearly $7,000 and thats without counting the thousands spent on trips to shoot wildlife only to come back with soft images that are unusable. Canon - DO THE RIGHT THING. Replace my body with a working one.

Re: Defective 1DX Mk ii

RobertTheFat — Wed, 29 Nov 2017 04:57:50 GMT

What's the nature of the focus problem? Front or back focus? Overall blurriness? Incorrect AF point selected? Something else?

Re: Defective 1DX Mk ii

ebiggs1 — Wed, 29 Nov 2017 15:17:32 GMT

"This flagship pro camera has NEVER workekd properly. "

Are you certain it is the camera?

"(3rd repair) for the same issue..."

It seems unlikely, not impossible, but unlikely Canon fails 3 times in a row. Only saying this to help you get the results you desire. You need to make sure you understand how the 1D Mk II operates.

Re: Defective 1DX Mk ii

karynschiller — Thu, 30 Nov 2017 01:31:43 GMT

Why would you say that without knowing anything about me and my Photography!! I know exactly what I’m doing. And today canon corporate called me to confirm that indeed the engineer agreed! Despite the third “repair” 2 weeks ago from which it was sent by Canon directly to him for verification, the focus was still not working properly. So I am getting a refurbished body w new warranty as a replacement. I don’t believe the camera failed 3 Times. Rather, that it was never working properly despite the purported repairs

Re: Defective 1DX Mk ii

karynschiller — Thu, 30 Nov 2017 01:32:39 GMT

Not back or front focus. Just soft. Period.

Re: Defective 1DX Mk ii

ebiggs1 — Thu, 30 Nov 2017 12:23:17 GMT

"Why would you say that without knowing anything about me and my Photography!"

Because it commonly happens. Not unusual to buy a new camera and not know how to use it. Even by the pros!

Re: Defective 1DX Mk ii

karynschiller — Mon, 04 Dec 2017 18:29:25 GMT

Update -- Canon finally agreed. Their engineer found that notwithstanding the body having been shipped directly to him from repair, for verification that the repair was successfully done, (upon my insistence), that there was still a problem with the focus. So they offered me a refurbished body as a replacement. Now it is one week later and I am still waiting to get my lens back. At Canon's request I had shipped my most frequently used lens with the camera so they could be sure it wasn't the lens. No one calls me back from customer service or bothers to email me and let me know when it will be sent to me. And this service is from the Executive Customer Service! Wow. Canon has a long way to go in keeping its customers happy.

Re: Defective 1DX Mk ii

Jenine — Mon, 04 Dec 2017 19:01:43 GMT

Hello Karyn.

Thanks for posting in the Canon Forums. We're sorry to hear about this. We have forwarded this over and someone will be contacting you shortly.

We thank you for your continued patience.

Re: Defective 1DX Mk ii

karynschiller — Mon, 04 Dec 2017 19:34:44 GMT

Glad to hear someone is responding. Thank you. The Executive Rep not responding to me or giving me any information is Jennifer

Re: Defective 1DX Mk ii

karynschiller — Mon, 04 Dec 2017 20:29:18 GMT

I guess your follow up worked- I just heard that the lens is being shipped today. The reason for the delay - that it was being checked. Yet when I asked last week on our call about the defective body if the lens had been checked, I was told that it had been and was found to be fine. It is all about customer expectation management. Don't BS. Just be truthful. That earns you much better appreciation than constantly moving the goal posts.

Re: Defective 1DX Mk ii

RobertTheFat — Mon, 04 Dec 2017 22:58:45 GMT

karynschiller wrote:
I guess your follow up worked- I just heard that the lens is being shipped today. The reason for the delay - that it was being checked. Yet when I asked last week on our call about the defective body if the lens had been checked, I was told that it had been and was found to be fine. It is all about customer expectation management. Don't BS. Just be truthful. That earns you much better appreciation than constantly moving the goal posts.

I suspect that they may have been checking the lens against other camera bodies to see if they had a wider problem. Would you begrudge them a day to do that?

Re: Defective 1DX Mk ii

karynschiller — Tue, 05 Dec 2017 00:25:38 GMT

Robert - first off it was 5 days not 1. But most of all, why not let me know what they were doing? Why let days go by, ignore my voicemails asking what was going on, when could I expect my lens back etc. it was just a black hole. I got he refurbished body but the lens didn’t come w it and no one would let me know where it was and what was going on.

Re: Defective 1DX Mk ii

Waddizzle — Tue, 05 Dec 2017 00:33:54 GMT

@karynschiller wrote:
Robert - first off it was 5 days not 1. But most of all, why not let me know what they were doing? Why let days go by, ignore my voicemails asking what was going on, when could I expect my lens back etc. it was just a black hole. I got he refurbished body but the lens didn’t come w it and no one would let me know where it was and what was going on.

To be fair, the service centers tend to get backed up around winter holiday season.

Re: Defective 1DX Mk ii

karynschiller — Tue, 05 Dec 2017 02:54:38 GMT

Yes. True. But just call and let me know. For all I knew after I got my new body, the lens had gotten separated and was lost. Just communicate. Don’t go radio silent and ignore pleas for an update. After all that is the job of Customer Service. To service he customer, not the product.

Re: Defective 1DX Mk ii

ebiggs1 — Tue, 05 Dec 2017 12:48:41 GMT

" After all that is the job of Customer Service."

I don't know how long you have been in the photography business but it has been a lifetime for me. I feel for you on the not knowing but I can assure you Canon is head and shoulders above the other choices. I am not excusing them just saying it could have been a lot worse had you been the other big name brand. Or, any of the off brand stuff.