topic Re: FedEx lost my EOS R being shipped from Canon, what should I do? in General Discussion

FedEx lost my EOS R being shipped from Canon, what should I do?

seigi009 — Fri, 31 Jul 2020 02:57:19 GMT

So, I ordered a Canon EOS R refurbished body and everything was going fine until my FedEx tracking went from "on vehicle for delivery" to "pending". It has been that way for over a week. I contacted FedEx and Canon and so far an investigation has been launched to try and find it. It has been about 3 days since the investigation lanched.

I then inquired (not demanded) about getting a new unit or getting a refund after I learned that it could take 15+ days to get some sort of resolution. Canon refused to do a refund or send a new unit forcing me to just wait it out, even after escalating to the customer service reps' manager's manager. It is frustrating to me as I need this camera for work. I can't do my job if I don't have the camera and I can't go buy another camera because I spent all my money on this one.

Are there any other options for me at this point other than waiting it out? What would you do?

Re: FedEx lost my EOS R being shipped from Canon, what should I do?

shadowsports — Fri, 31 Jul 2020 14:49:06 GMT

Greetings,

Refurb R's are still in stock.

https://shop.usa.canon.com/shop/en/catalog/cameras/refurbished-eos-interchangeable-lens-cameras

If you need one that bad (for work), buy another and wait the investigation out. You'll get your $$$$ back.

Thats about all you can do. Its not Canon's fault.

I just picked up a new bicycle. Called 7 shops in the area, and even the manufacturer, located about an hour south of me. Their demo was closed due to COVID.

Given the price, I wanted to demo both a medium and large. Had to order both from a shop in So Cal. I returned one.

Re: FedEx lost my EOS R being shipped from Canon, what should I do?

seigi009 — Fri, 31 Jul 2020 15:19:02 GMT

I would do that, but as I mentioned before, I don't have any funds to buy another one to wait this out.

Re: FedEx lost my EOS R being shipped from Canon, what should I do?

kvbarkley — Fri, 31 Jul 2020 15:28:49 GMT

If you are in the US, rent one from Lens Rentals.

Re: FedEx lost my EOS R being shipped from Canon, what should I do?

shadowsports — Sat, 01 Aug 2020 02:35:33 GMT

@seigi009 wrote:
I would do that, but as I mentioned before, I don't have any funds to buy another one to wait this out.

No funds, no camera... Sounds like you're waiting it out. Not much else to be said here.

Re: FedEx lost my EOS R being shipped from Canon, what should I do?

ebiggs1 — Sat, 01 Aug 2020 14:52:05 GMT

"If you are in the US, rent one from Lens Rentals."

He said, "I don't have any funds ...", and renting is not cheap either. I fear a resolution is not going to happen quickly.

Re: FedEx lost my EOS R being shipped from Canon, what should I do?

Waddizzle — Sat, 01 Aug 2020 19:11:36 GMT

FedEx is terrible. I do not know why Canon switched from UPS, but customer service took a major hit. Their drivers sign for packages, instead of getting a signature from the customer. B&H switched, too. So, there may be more than meets the eye.

I recently had a packaged delivered with a box that had been damaged, or opened, and then resealed with clear tape. This repackaging seemed readily apparent that it occurred after the box left the shipping point.

I contacted FedEx about it. And now, this is where the BAD customer service rose its' head. They sent me a claim form to file, but the form had a clause, which basically said I would not sue them if they investigated my claim.

Canon. I hope you're listening because this is how FedEx treats your customers.

Re: FedEx lost my EOS R being shipped from Canon, what should I do?

seigi009 — Mon, 03 Aug 2020 19:34:04 GMT

I finally got word I will be getting a replacement unit this week. Whew! I feel so relieved. Thank you for all your input!

Re: FedEx lost my EOS R being shipped from Canon, what should I do?

ebiggs1 — Mon, 03 Aug 2020 19:47:01 GMT

Great!

Re: FedEx lost my EOS R being shipped from Canon, what should I do?

seigi009 — Wed, 05 Aug 2020 01:58:51 GMT

So I finally got the camera and after an hour it started malfunctioning. It would turn off and on rapidly and the lenese would start focusing in and out with or without AF or IS enabled. Then "error 01" would pop up on the screen. My lens contacts are not dirty, they are all brand new. (I have a brand new 15-35mm rf and a brand new 35mm rf 1.8)

Back to Canon it goes.

*Really angry*

Re: FedEx lost my EOS R being shipped from Canon, what should I do?

RobertTheFat — Wed, 05 Aug 2020 03:15:01 GMT

@seigi009 wrote:
So I finally got the camera and after an hour it started malfunctioning. It would turn off and on rapidly and the lenese would start focusing in and out with or without AF or IS enabled. Then "error 01" would pop up on the screen. My lens contacts are not dirty, they are all brand new. (I have a brand new 15-35mm rf and a brand new 35mm rf 1.8)

Back to Canon it goes.

*Really angry*

Call them first; there may be something that you're inadvertently doing wrong. New cameras can come with problems like that, but it's rare.

Re: FedEx lost my EOS R being shipped from Canon, what should I do?

ebiggs1 — Wed, 05 Aug 2020 15:21:07 GMT

"Call them first"

1 (800) 652-2666

Re: FedEx lost my EOS R being shipped from Canon, what should I do?

seigi009 — Thu, 06 Aug 2020 23:26:49 GMT

So I called and I got in touch with a customer support specialist, who sent me to a technician, who sent me back to the specialist and, luckily, they agree I should get a new unit. However, due to Canon being freaking hacked, they can't order one for me until their systems are back online.

*still angry*

Re: FedEx lost my EOS R being shipped from Canon, what should I do?

Waddizzle — Fri, 07 Aug 2020 12:01:42 GMT

@seigi009 wrote:
So I called and I got in touch with a customer support specialist, who sent me to a technician, who sent me back to the specialist and, luckily, they agree I should get a new unit. However, due to Canon being freaking hacked, they can't order one for me until their systems are back online.

*still angry*

Remember, this string of unfortunate luck began when FedEx lost track of your package. Canon seems to be doing their best they can under the current extraordinary circumstances.