Canon "repair" service a scam ?

[Otiscat]

Does anyone have a recent (within last 6 months) experience with Canon repair service? I sent a few emails re/ my Canon EOSM50 and issues with the On/Off green light. They responded with a suggestion to submit a repair request and even noted that "the issue may be inside the camera body in which case repair service would be advised." I made a few more inquires, and received replies coming from other Canon representatives, not the initial contact person. When I asked them about the "repair" service they said, " I can confirm that the rate for your EOS M50 is $229.00 plus shipping and handling. That is because your camera model is not a model that we repair. Instead we would replace it with a comparable model, usually a refurbished one."  They cannot even guarantee that I will receive a camera body in as good or equal to my current, excellent condition camera.  Reviews of refurbished Canon cameras have not been favorable. 

The entire situation sounds very suspicious and I will not upgrading my camera for another Canon nor any other products. 

[jrhoffman75]

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@Otiscat wrote:

Does anyone have a recent (within last 6 months) experience with Canon repair service? I sent a few emails re/ my Canon EOSM50 and issues with the On/Off green light. They responded with a suggestion to submit a repair request and even noted that "the issue may be inside the camera body in which case repair service would be advised." I made a few more inquires, and received replies coming from other Canon representatives, not the initial contact person. When I asked them about the "repair" service they said, " I can confirm that the rate for your EOS M50 is $229.00 plus shipping and handling. That is because your camera model is not a model that we repair. Instead we would replace it with a comparable model, usually a refurbished one."  They cannot even guarantee that I will receive a camera body in as good or equal to my current, excellent condition camera.  Reviews of refurbished Canon cameras have not been favorable. 

The entire situation sounds very suspicious and I will not upgrading my camera for another Canon nor any other products. 

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The M50 is no longer repaired by Canon.

You didn't say what your exact problem was with the green light, but if your camera is in excellent condition as you state it probably doesn't need repair.

If indeed it isn't functioning the choices are a Canon refurb that comes with a one year warranty or purchase a used device from a place like Keh camera. 

 

[Otiscat]

Many thanks, John! 

[normadel]

You say  the entire situation sounds suspicious. You're right. Are you sure you were talking to Canon Repair Service, not someone not at Canon? How did you contact them.

[jrhoffman75]

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@normadel wrote:

You say  the entire situation sounds suspicious. You're right. Are you sure you were talking to Canon Repair Service, not someone not at Canon? How did you contact them.

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I don’t think it’s suspicious at all. He has a camera that Canon doesn’t repair any more. Rather than saying “tough luck” they are offering a comparable product for the tiered price they would charge if it was a repairable device. 

[Otiscat]

John,  

Thanks again. They cannot guarantee that the refurbished camera body will be the same color and condition as the one they want me to ship. Furthermore, I had conflicting emails from their customer service staff.  

[Otiscat]

I  used the official Canon webpage. 

[shadowsports]

I'd like to know which repair facility the camera was sent to?  I'm skeptical as well but as John pointed out Canon could be trying to help.  If that's the case, this should not be viewed as a negative interaction.  I've not heard of Canon doing something like this before, but it seems like a nice gesture on their part.  So again, what service center did you send your camera to?

[Otiscat]

Rick, 

  Thanks, and I did not send the camera as I am still investigation the issue. The location for their repairs, or in this case, issuance of whatever refurbished camera body that they have in stock, plus $229.00 is in VA. 

[Stephen]

A couple of comments with confusing information, so I wanted to clarify:
-  The only option available is the Canon Upgrade Program if a camera is out of service life. Our team will not accept receipt of a product we no longer repair.
- The EOS M50 is still within its service life, and according to the information I have access to , the factory service center will repair or replace it for a flat fee. (Basically, if it's cheaper for us to replace the camera, we'll replace it. If it's cheaper to fix it, we'll fix it.) 
- The preferred procedure would be to send it to the Canon Factory Service Center, where our team would evaluate the camera and determine the next steps. You can get started at https://canon.us/account 

If you have any questions, don't hesitate to contact support directly at 800-652-2666 weekdays from 9am to 6pm (ET).