Hi grantpf,
The encoder for your PIXMA TS5120 may be available directly through Canon's Parts Department. Our Parts Department may be reached by calling 1-800-828-4040, seven days a week (excluding holidays), 8:00 a.m. to Midnight ET. They can provide you with availability and cost. Please note, there are no returns on parts purchased and replacing the encoder may not resolve this issue.
You are eligible for Canon's Upgrade Program. This is for out of warranty units which have been diagnosed to require service, or for some reason are incompatible with a new or upgraded system. This option allows you a one-time opportunity to purchase a replacement product, discounted from the list price.
If you would like to take part in this option, please call our Sales Department at (866) 443-8002 Monday through Saturday, 9am to 9pm. Let them know you have been working with technical support and the Canon Upgrade Program was offered.
