I agree with Rick that the dealer should have been far more responsive but the world is full of idiots and some of those idiots operate retail establishments creating problems for both consumers and manufacturers.
At least you bought the product either from an authorized dealer or one who acquired it via an authorized dealer since you were able to register it with Canon USA. Grey market products sold by unauthorized retailers existed long before the internet and you will still find "brick and mortar" establishments selling grey market products. So it is a good caution for all of us to ensure that we are buying from an authorized dealer, whether in person or via the internet, if we want warranty and support. Otherwise you get a nasty surprise when trying to register the product and find out that you are on your own in terms of warranty and product support.
It sounds like you have the unfortunate experience of dealing with a lousy retailer who is just biding time until he goes out of business. In that case, going through Canon USA is the best option even though it isn't one you should have to take.
Even authorized dealers are fully independent and are NOT under the direct control of Canon. Canon corp. can require certain behaviors and actions from their authorized dealers and over time they can and will drop those who engage in egregious behavior but this can't and doesn't happen instantly. It is much like the automotive industry where dealerships are the cause of the overwhelming majority of customer satisfaction issues but the manufacturer is very limited in what it can do to impact dealership behavior, especially on an immediate basis.
Rodger
EOS 1DX M3, 1DX M2, 1DX, 5DS R, M6 Mark II, 1D M2, EOS 650 (film), many lenses, XF400 video
