I recognize Canon isn't perfect but like many I have used Canon both for repair and ongoing cleaning/maintenance and generally have had very good service. I also recognize that things can and do go wrong and like others I provided suggestions to the OP to try to resolve this issue. I also reached out to the OP with a private message with further suggestions.
I have never had an issue with Canon that rose to a high level but like most companies, if you have a major issue social media isn't the best method and contacting the organization directly (moving up the chain as necessary) will provide the best results. If it gets to that point, most global firms have contact information for the highest level of management and although that person won't personally read your email or written missive they do have staff to deal with it and that will often get results. A childhood friend recently had to take this path using the contact info for GM's CEO to resolve a ridiculous dealer issue where a minor repair turned into a high 4 digit repair bill courtesy of service tech incompetence; it was quickly resolved at corporate level. I went through a similar issue with GM 10 years ago after a dealer I had used for years mishandled my order for a new Cadillac and it was only properly resolved after a mutual friend in GM corporate had the director of Cadillac division contact me which resulted in the vehicle being rapidly scheduled for build along with an additional nice discount, on a humorous note the new manager of that dealership asked if I could resolve build scheduling for two other ordered vehicles; I politely declined 🙂
I think that for many of us, Canon is nearly perfect relative to so many firms that we have to contend with on an ongoing basis. During the past week I have wasted probably two hours just jumping through all of the hoops to cancel my service with Direct TV and I was a customer of that firm for three decades. Consulting work I did for Microsoft during the "dot com" boom largely paid for my early retirement four years ago but Windows 10 is the worst piece of OS garbage I have ever had the misfortune of using. If Canon forces me into a mirrorless system by discontinuing work on future DSLR gear before they or someone else develops an EVF truly suitable for sports photography then I will not be a happy camper but with luck my new 1DX III will ship late this week and this Spring during soccer season I plan to evaluate the 200-400 1.4x lens to see if it is also suitable for night high school football with the better low light performance of the latest 1DX body. For me, Canon currently has the best performing line of gear for sports photography.
I also did consulting work for GM in the past but their ongoing handling of the problems with their 8Lxx transmission family is textbook bad. I am brand loyal to firms that have treated me well but they all make mistakes and I won't defend those. I have used Canon gear since buying an AE-1 a LONG time ago but a camcorder I bought from Canon in the early 90s was one of the worst built pieces of electronics (component quality/mechanical design) I have worked on but that didn't stop me from buying a Canon XF-400 which has worked extremely well.
I hope that the OP gets his service problem resolved quickly!
Rodger
EOS 1DX M3, 1DX M2, 1DX, 5DS R, M6 Mark II, 1D M2, EOS 650 (film), many lenses, XF400 video
