topic Has anyone else experienced a LONG delay when sending a camera to Canon for repairs? Shutter in General Discussion

Has anyone else experienced a LONG delay when sending a camera to Canon for repairs? Shutter

wstubbs — Wed, 26 Oct 2016 19:26:33 GMT

Has anyone else experienced a LONG delay when sending a camera to Canon for repairs? Shutter to be replaced on my 6D and they have had my camera for three months.

Re: Has anyone else experienced a LONG delay when sending a camera to Canon for repairs? Shutter

RobertTheFat — Wed, 26 Oct 2016 19:59:48 GMT

Maybe a parts availability problem? What repair shop did you send it to?

To answer your question, no. I always drop my equipment off at the repair shop, and it has always arrived at my home no more than two days later. But I've never had a shutter replaced. What does Canon say about it?

Re: Has anyone else experienced a LONG delay when sending a camera to Canon for repairs? Shutter

wstubbs — Wed, 26 Oct 2016 20:03:04 GMT

I made the mistake of paying a local Canon Authorized camera shop to send the camera in, thinking that it would be faster because they have an ongoing relationship with Canon. Now Canon refuses to provide me with ANY information since the camera shop sent it in on my behalf. It has now been three months.

Re: Has anyone else experienced a LONG delay when sending a camera to Canon for repairs? Shutter

RobertTheFat — Wed, 26 Oct 2016 20:32:00 GMT

@wstubbs wrote:
I made the mistake of paying a local Canon Authorized camera shop to send the camera in, thinking that it would be faster because they have an ongoing relationship with Canon. Now Canon refuses to provide me with ANY information since the camera shop sent it in on my behalf. It has now been three months.

What does the camera shop say? They ought to be able to get information out of Canon, even if you can't.

Have you tried giving Canon rhe serial number of the camera? That would allow them to tie it to you, even if the camera shop didn't mention your name.

In any event, it doesn't sound as though you're talking to the right people at Canon. I don't suppose you're a CPS member? (If you were, you'd probably have already sicced them on the case.) I don't doubt that they could pry the information loose.

Re: Has anyone else experienced a LONG delay when sending a camera to Canon for repairs? Shutter

ebiggs1 — Thu, 27 Oct 2016 13:30:31 GMT

I use CPS and send it directly to Canon. It has never taken more than a week for the repairs and shipping. But CPS is expedited.

After three months, there is something very wrong and it is not likely Canon. You need to jump the place you contracted to do what you could/should have done yourself. Not to worry you but I would be worried.

Re: Has anyone else experienced a LONG delay when sending a camera to Canon for repairs? Shutter

RobertTheFat — Thu, 27 Oct 2016 14:04:41 GMT

@ebiggs1 wrote:
I use CPS and send it directly to Canon. It has never taken more than a week for the repairs and shipping. But CPS is expedited.
After three months, there is something very wrong and it is not likely Canon. You need to jump the place you contracted to do what you could/should have done yourself. Not to worry you but I would be worried.

Yeah, it occurred to me that maybe the camera store pawned the camera to pay the electric bill.

Many local camera stores aren't doing too well these days; on-line competition is killing them. Look at the people in this forum. Most of us buy most of our stuff from two or three giant stores. They're more reliable, no more expensive, and almost as fast; and their selection is vastly better.

P.S.: Another (possibly more likely) scenario is that the store decided to do the repair themselves and are having trouble getting the parts or figuring out how to do it correctly. Ernie's right: time to start making some noise.

Re: Has anyone else experienced a LONG delay when sending a camera to Canon for repairs? Shutter

wstubbs — Thu, 27 Oct 2016 14:06:49 GMT

I have been on the camera shop every week since the beginning. I did give Canon the serial number the service ticket number eyc, they said since I intrusted the camera store with the camera they would not provide me with any information and I needed to call the camera store.

I asked them to verfiy the date they received the camera and they would not do that, I told them that the camera store is blaming them and I would like to clear them but they refused to tell me anything.

The camera store has refunded the entire repair bill including their handling fee.

I told Canon that I would like to file a complaint against the store as one of their Canon authorizaed dealers and they said "Call the camera store"

I told them since they were unwilling to provide any details to defend themselves for the delay I would have to assume that Canon was the problem, they said OK.

UPDATE: my camera was received at the store yesterday and is now back in my camera bag.

VERY DISSAPOINTED in the customer service by Canon.

Re: Has anyone else experienced a LONG delay when sending a camera to Canon for repairs? Shutter

Stephen — Thu, 27 Oct 2016 14:34:25 GMT

Hi wstubbs,

We totally understand your frustration. The reason we're unable to release any information to third parties regarding repairs is due to privacy concerns.

When anyone sends a product for service, we're obligated to release information to the individual or company that sent the unit, and if another party calls, we cannot release information about the product.

We always encourage our customers to send anything that requires service directly to our Factory Service Centers. Barring extenuating circumstances, repairs typically take about a week from the date we receive your product to be repaired and returned, and all repairs from Canon have a 6 month warranty on the repair.

To learn more about the repair process at Canon, check out http://Canon.us/xe47

We hope this helps!

Re: Has anyone else experienced a LONG delay when sending a camera to Canon for repairs? Shutter

wstubbs — Thu, 27 Oct 2016 14:42:08 GMT

When using a Canon authorized dealer, you would think that Canon would be proactive in the problem.

When you have a customer that has been without their camera for 3 months, that is a problem, when I try to tell your reps the issue and get help the attitude was very rude and uncaring.

If you have an authorized dealer that provides suich poor service, I would think Canon would want to jnow about it and do something to retify the problem.

Re: Has anyone else experienced a LONG delay when sending a camera to Canon for repairs? Shutter

Stephen — Thu, 27 Oct 2016 14:48:03 GMT

Hi wstubbs,

We're happy to look into your situation. Please send us an email at canonfriends@cits.canon.com with the details of what happened, including the Canon Authorized Dealer you used as well as the repair number. Once we have that information, we'll make sure the appropriate channels are notified.

Thank you for being part of #TeamCanon!

Re: Has anyone else experienced a LONG delay when sending a camera to Canon for repairs? Shutter

ebiggs1 — Thu, 27 Oct 2016 14:57:45 GMT

"When using a Canon authorized dealer,..."

I totally understand your frustration but you choose the store for something you should have done yourself. I can tell you with little doubt, Canon has one of the best customer service/repair departments of any big company. I am sure they make some mistakes and some are not happy but by far most are good. Canon will make this right. There, too, I have no doubt!

If the store refunded your cost and fee that is at least something. Don't use that store any more.

Re: Has anyone else experienced a LONG delay when sending a camera to Canon for repairs? Shutter

RobertTheFat — Thu, 27 Oct 2016 16:02:58 GMT

@ebiggs1 wrote:
"When using a Canon authorized dealer,..."

I totally understand your frustration but you choose the store for something you should have done yourself. I can tell you with little doubt, Canon has one of the best customer service/repair departments of any big company. I am sure they make some mistakes and some are not happy but by far most are good. Canon will make this right. There, too, I have no doubt!

If the store refunded your cost and fee that is at least something. Don't use that store any more.

My between-the-lines reading of the denouement of this situation is that the OP's complaint finally got through to the right person at Canon and that they came down rather hard on the store.

OP, I strongly suggest that you take Ernie's advice and deal directly with Canon on any future repair requirements. Both Ernie and I have gotten consistently good service from Canon's repair organization. To be sure, we're both CPS members, but I also had a very favorable experience before I became a member. I think that what happened to you this time was an aberration.

Re: Has anyone else experienced a LONG delay when sending a camera to Canon for repairs? Shutter

wstubbs — Thu, 27 Oct 2016 16:10:02 GMT

Thank you for the advise, I do truly regret using the store to send the camera in for me.

I am a Canon photographer and love my Canon Cameras and lenses.

I guess my main problem was the lack of concern and willingness to provide me with the details. Would not tell me when the camera was received, repaired or shipped etc.

Since they were unwilling to provide information, only choice is to assume that they were responsible, if not tell me that they will discuss with the dealer and take appropriate action.

Leasson learned!!!

As advised, I will contact Canon and provide full details and hopefully it will keep this from happening to another customer.

Re: Has anyone else experienced a LONG delay when sending a camera to Canon for repairs? Shutter

ebiggs1 — Thu, 27 Oct 2016 20:21:35 GMT

"...my main problem was the lack of concern and willingness to provide me with the details."

They can't do that. You really know they can't, don't you? In this case it was you the owner but Canon doesn't know that and can't be certain you are the rightful owner. In my business over the years I had all manner of people trying to get what wasn't really their's. Or perhaps see photos before the actual client did. It takes all kinds, ya know? So, I to didn't deal directly with anyone on the phone.

Be happy. You got your gear back and done for free!