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5D MK IV service question/opinion

cityjack
Contributor

Afternoon all,

First time here and just looking for some opinions maybe a shoulder to cry on.
I just bought my wife her dream camera a few weeks back. Basically, while in the living room, she just took it in and out of the camera bag I bought her and snapped some pics inside the house and basically just read the manual.
While on vacation down to Georgia last week and as mentioned after only using it briefly in the house, one night while downloading some pics in the hotel, she noticed some dark/black specs (3 of them) through the viewfinder. The camera as I said is brand new and the lens had never been off. None of the three specs could be seen on any photo taken after downloaded to her pc. I then figured since the spots could not be seen on the photos, the sensor was clean. I could not find a camera cleaning kit anywhere while on vacation, so I bought one of those little "booger suckers" from the infant section at Target to get me by.
First I took the lens off, cleaned the rear with the "Target tool" and visually inspected front and back. Reassembled, and specks were still there. I took the lens back off and while holding the body down opening towards the floor, tried the air tool again. Reassembled, and still, the specs you could see clearly in the same exact spots through the viewfinder. I also used air at the eyecup on the back of the camera, still no results.
I called Canon on a Saturday night and made plans to send it back to Newport News VA for service. I paid 67 dollars for their "Sensor cleaning maintenance" option. Clean mirror, verify firmware, clean body, clean external LCD surface, clean external viewfinder, clean focus screen, and clean image sensor.
I paid the 67 bucks for maintenance, 95 bucks for shipping insurance, and another 15 bucks for shipping.
I sent the camera, a copy of the original receipt, and a decent typed letter of exactly what I'm saying here to Canon. They told me on the phone if the could not get the specks to disappear with the 67 dollar cleaning maintenance option, they may have to disassemble the camera further to get to the prism and/or the inside of the viewfinder. If this was the case, this would be covered under warranty. I said fantastic and thanked the man for his help.
I received an email from Canon once they received my camera and it described the service process and how they'd keep me informed during the complete process up to the point of shipping. They even included a little youtube video of some Canon guy telling me all the nice things they were going to do for my camera and how it goes from their expert qualified technicians then over to their quality dept. for reinspection of the work completed.
I received the camera back just this past Friday. The camera still has three specks in the veiw-finder, although, now they are in different spots. Yes, I drew pictures for my reference. Not only this, there is now a slight off color circular smudge smack in the middle of the black lined framed viewfinder.
How does this get past not one service team but a quality dept. as well. I am more times than not a patient person and I know stuff gets missed, but two separate teams for something so obvious. Especially with me laying out exactly what I see and discussing with Canon before I even send the camera.
I know some of you are probably saying, "Its only a few specs. It doesn't affect your photos". I paid nearly 4K for this camera/lens combo. I want perfect. I do not think thats unreasonable to ask. Especially since I have never taken the camera apart and its basically 3 weeks old.
I plan on calling Canon first thing tomorrow morning to get their remedy.
I'm curious to know your guys' thoughts please. I apologize for the novel but wanted you all to have all info.

Have a good night.

Sid

33 REPLIES 33

Also repeating, it's not a problem so don't make it one.  Just enjoy your new camera. You have one of the best camera made!

EB
EOS 1DX and 1D Mk IV and several lenses!

Thanks guys.  Have a good Sunday.  Now on to the Beginner forum.  🙂

 

Sid


@cityjack wrote:

Evening guys,

 

Well, I just recieved my camera back from Canon, Newport News, after they cleaned out all the black specks in the view finder, cleaned the entire mirror box, and replaced my focus screen to remedy the blurr or smudge I was seeing in the middle of the view finder.

 

The view finder is now perfect EXCEPT for the slight discoloration/smudge or ghostly small blur that is still in the middle of the viewfinder.  You can only see it when you look at a clear blue sky.  Looking at clouds or anything else, even white paper, its not seen.

 

I took the lens (24 - 105 IS L) off the camera, cleaned with a ZEISS lens towelette front and back, reassembled, and still the ghostly discoloration is still there.  I began to think maybe its normal.  When you move the camera around while looking at the sky, the mark does not move.  Its always in the exact same spot in the viewfinder.

 

I thought surely if it was in the camera body, Canon would have caught it with either of the return trips back to them.  Thats what made me think maybe its something with the lens.  So I researched today, Flare, ghosting, abberations, and other lens issues.  I do not think what I'm seeing is any of these things.  I need a more experienced eye.

 

I called the store where I bought it and told him what I was seeing and what I thought and how its beenback to canon twice in the last month.  He told me to remove the lens and look through the camera again while looking at the sky.  BAM!  The spot/discoloration/smudge was gone.  I put the lens back on to double check.  The spot returns.  Take the lens back off for the 2nd time, the spot disappears.  Some thing is going on with the lens or the lens is making the camera show a spot.

 

Any idea what this could be?  This is the only lens I own so I cannot try another.  Although I DO have a 50mm Canon lens off my 20D.  Not sure if I could try that.

 

I am at a loss.  Oh, I only sent the camera body to Canon, so they've never seen this lens yet.

 

Any help would be greatly appreciated.

 

Sid


Have you tried using LiveView to see if you see it on the LCD?

John Hoffman
Conway, NH

1D X Mark III, Many lenses, Pixma PRO-100, Pixma TR8620a, LR Classic

You guys are awesome. I've never tried "Live View". I am assuming that is what I see through the viewfinder is displayed also on the LCD?

Sid
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