topic Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon in General Discussion

How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 reponse.

CaptainJimB — Wed, 09 Jan 2013 20:02:48 GMT

I am trying to make contact with Canon Customer Service to facilitate a repair of 10x30 IS binoculars - I have now contacted them via e-mail SEVEN TIMES (over the past year), and NOT ONE RESPONSE. Is there a special method (i.e. only during the full moon, pretend to be a pretty girl, say "Pretty Please", or let them know that the next step is to contact every outdoor magazine and internet forum on Earth??) to get them to respond? I would like to find out an address and procedure for getting these repaired.

Hello? Bueller? Anybody? Anybody?

Sheesh. I own other Canon products (including 4 cameras). I have recommended these to friends and family. Pretty hard to recommend anything Canon after all this ignoring.

OK... pretty please?

Captain Jim B.

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

Naomi — Wed, 09 Jan 2013 22:24:04 GMT

Hello CaptainJimB!

We aren't certain what happened to your previous attempts to email us, but after checking the online support system, I found a recent email from you. It looks like one of our technicians responded this afternoon and you received his reply. We're glad our representative Rodney was able to assist you. Feel free to let us know if you have any additional questions or need further support.

Thanks!

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

CaptainJimB — Wed, 09 Jan 2013 23:35:01 GMT

Ah, the power of the internet. Yes, indeed, I did receive an e-mail from Rodney at Customer Service this afternoon. I finally have the information I need to send in the binoculars. Incidently, I did receive the canned "e-mail received" response each time I contacted Canon previously... then, no follow-up. This e-mail address is relatively new, but if you want to delve further into the dates and who didn't respond, I will provide you with copies and dates sent. This has been on-going for over a year, as I do travel quite a bit. I forget about these binoculars until something reminds me, then send in another e-mail request for service contact info. Truly, this is the one and only time I received anything but the "e-mail received" message. This has been frustrating, to say the least.

Now that I have the information necessary, I am fine considering the situation in process. No response once I could understand... two or three times, implies a trend. Six? Well, let's not debate that. I am glad to finally get a response.

Feel free to remove this thread if Canon feels it is in any way out of line. In all likelyhood, I will not be participating here further.

Respectfully,

Captain Jim B.

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

CaptainJimB — Fri, 11 Jan 2013 22:48:32 GMT

A follow-up to my first post here: since sending the last e-mail requesting information on where to send the binoculars for repair, AND the post at the beginning of this thread, I have now been contacted by two Canon service representatives. They have made an effort to find why my previous contacts with Customer Service were not answered. All contacts have been helpful and show genuine concern. Although my previous contact attemps were frustrating, that is all behind me at this point. I am looking forward to getting the repair work necessary. No ill will towards Canon, and I sincerely appreciate their efforts to discover why there was a problem. I was told that a new contact process is in place since my last attempt - if the prompt response I received from Canon this time is indicitive of that, I am satisfied.

Respectfully,

Captain Jim B.

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

CaptainJimB — Mon, 28 Jan 2013 23:38:03 GMT

OK, one more follow-up. It is now 17 days after my previous post. The bill for that repair was supposed to be around $150. I was told it would take "5 to 7 days" for the repair. When I contacted customer service today to see why it was taking longer than the "5 to 7 days", I received a new bill...

FOR $846.31

I was told the new charge was because the binoculars "had been immersed in water." ABSOLUTELY NOT TRUE!!! Never even used in the rain. That price, by the way, is more than the binoculars originally cost. I thought I was finally able to get the service work I have trying to arrange, FOR MONTHS, accomplished. There was no mention of this SUPPOSED immersion damage in the first repair estimate. Let this be a lesson for those who have purchased Canon products and try to get a repair done: be quiet; don't question how long a repair will take, even if they tell you "5 to 7 days" and you patiently wait nearly three times that length of time. Question them, and the bill will more than quadruple!

I am angry and appalled. I have no doubt that this new bill was issued as a punitive action for contacting customer service to find out why the repair was taking longer than I was originally told.

I called customer service again this afternoon to question this new, outrageous, charge, and I was told a supervisor would be calling me right back. I guess I shouldn't be surprised, but that didn't happen, either.

I don't need another apology from someone at Canon - I need CUSTOMER SERVICE. Not lip service.

Sincerely,

Captain James Bathurst

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

CaptainJimB — Tue, 29 Jan 2013 02:41:50 GMT

I have been discussing this on a bunch of different forums this evening. One person asked me what a new pair of 10x30is binoculars sells for currently. I had to look it up: $419.99 from Amazon, with free shipping.

Less than HALF what Canon repair wanted to charge me to "fix" the ones I sent in. No doubt, Canon will remove this thread, because they will find it "offensive." I understand - I am very offended!

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

mtmilam — Tue, 29 Jan 2013 04:45:43 GMT

WOW, Captain Jim, ...Following your Story, I think that has to be one of the Worst Customer Service Stories out there!!..

I was thinking of Buying The Same Bino's and was researching and Came across this thread......Sure is making me think twice.......I wonder why they told you one Price, Then switched to more than Double the price of the Binos.......You would think Cannon Would want to make their Customers happy, Giving all the other Cannon products you've bought and Fix yours for what they said they would, I mean Its not like they don't make enough money as it is....Lol.

Maybe someone dropped the Ball at Cannon, and They'll do the Right thing....Good Luck..

I've also owned a few Canon Cameras and never had a problem...Good Thing after reading this.

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

LostPetral — Tue, 29 Jan 2013 05:16:26 GMT

I will be following this also, as I came up with this thread when searching about the 10x30 IS binoculars that I am thinking about purchasing. I like the binoculars, but was wondering about the service from the company. Thanks for this thread, I will be looking to see if it gets resolved finally.

I own Canon cameras right now and am hoping nothing goes bad on them.

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

Stephen — Tue, 29 Jan 2013 18:11:08 GMT

Hi CaptianJimB! Be sure to check your Inbox for the latest correspondence from us about this. We’re sure we can come to a resolution for you!

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

CaptainJimB — Tue, 29 Jan 2013 18:06:51 GMT

Message received. I will post again when this is resolved. I was obviously premature earlier in thinking the repair was going as scheduled.

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

mtb_shuttler — Tue, 29 Jan 2013 20:02:27 GMT

This potential customer is following this thread closely.

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

LostPetral — Fri, 01 Feb 2013 04:08:48 GMT

CaptainJimB, Are you getting any satisfaction from Customer Service yet?

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

CaptainJimB — Fri, 01 Feb 2013 05:20:10 GMT

@LostPetral wrote:
CaptainJimB, Are you getting any satisfaction from Customer Service yet?

No contact from them since Tuesday morning, when they responded to my e-mail, stating that the repair would finally get going. Checking the status on the repair site currently says they are still "examining the item"... no mention that they are actually working on it.

No explanation. Seriously, I don't know what it takes to get this situation resolved?? Satisfaction?? I'm doing all I can to hold my tongue. Customer Service responds when I write (they have not returned calls), but I don't think they have any influence in actually getting the repair done.

Captain Jim

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

CaptainJimB — Tue, 05 Feb 2013 22:03:20 GMT

As of the evening of February 4th, there had been no change in the status: the binoculars were still "being inspected." I did send another e-mail to Customer Service to see if they were aware of any changes or if perhaps they had information on what this delay was due to, since it had been a week.

This afternoon (February 5th), I received an e-mail from Raymond in Customer Service, letting me know that the status had changed to...

"The quality inspection of product functions has been completed and your product will be ready for delivery shortly."

In that e-mail, he related that repair/service had been waiting for parts, first mention of that.

Good news. I will post once more when the binoculars are delivered, in order to bring a close to this thread.

Captain Jim

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

CaptainJimB — Fri, 08 Feb 2013 02:16:41 GMT

This is a done deal (Feb 7th) - the binoculars arrived this afternoon. They look, feel, and perform like new. No complaint with the end result, just all the run-around it took to get there. Raymond in Customer Contact Service went out of his way, but I don't feel he got much cooperation from service/repair. The work is good, the communication and customer service was a definite turn-off.

I am relieved to be done dealing with this. My last post regarding this situation. Thank you, Raymond.

Captain Jim

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

DFH — Mon, 16 Feb 2015 23:54:32 GMT

How much did you end up paying for the repair of this manufacturing or materials-selection defect (that has also been reported by others)? How well has the new coating stood up in the last year?

I too own these binoculars and their body coating also has become very sticky, and sometimes my hands get black spots when I use the binoculars. I don’t recall when they started getting sticky, but it was approximately a couple years after I purchased them. I’ve wondered how hard it would be to just remove the all the black coating as it is already gone in some areas. I don’t fancy paying $150 to have Canon fix a product defect, if that’s what you ended up paying, or go through the hassle you described.

I can report that unlike some other customers on this forum, the image stabilization on mine continues to work flawlessly. However, the strap on the handsome Canon case supplied with the binoculars came loose very quickly after I began using it.

I encourage comments from others who have had the body coating problem and how they have dealt with it.

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

JimBT — Sat, 04 Jun 2022 16:39:45 GMT

Thank you for all your information and sorry you had so much trouble. I have the 10x20 is and when it timed out i wasn't done using them so I pushed the on button and herd a clunk and they quit working. I paid $549 for them and they lasted less than 90 days not looking forward to trying to get help with this problem. I can tell you this I won't ever buy another Canon product.

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

shadowsports — Sat, 04 Jun 2022 17:13:55 GMT

Greetings,

You have ressurected a thread from 2013, and one that hasn't t had a reply for 7 years. A Canon product has to be registered in order to receive technical support or repair.

If you don't have a My Canon account, start there:

Once your product is registered, you can initiate a Repair Request.

Canon U.S.A., Inc. | Service Request

Re: How do you get Canon Customer Service to respond to a request for service? 7 contacts - 0 repon

JimBT — Sat, 04 Jun 2022 17:36:14 GMT

I have done just that I put in the product line Canon 10x20 is and I get a message no results found. So how do you register something canon site can't find