denying repair of r6 mkii within warranty period

[jvh]

I am writing to express my profound disappointment regarding the service I received for my Canon EOS R6 Mark II camera, which was purchased within the United States from a store in Anaheim, California. This camera was still under its one-year warranty when it suddenly stopped functioning, prompting me to seek assistance at your Costa Mesa, CA service center. 
 
To my dismay, I was informed that my warranty claim was denied due to the camera being classified as part of the "gray market," as it was purchased from a retailer apparently not recognized by Canon USA. I am puzzled and frustrated by this situation for several reasons: 
 
1. Lack of Clarity on Distribution Policies: As a consumer, I was not made aware of any limitations concerning the distribution of Canon products in the U.S. market. It was my understanding that Canon, as a global brand, would extend its warranty services internationally and honor purchases made in good faith. 
 
2. Unfair Consumer Practices: It feels unjust that consumers can be left vulnerable due to factors beyond their control. I trusted the retailer to sell me a legitimate product with full warranty support, and to face rejection from Canon simply because the retailer is deemed "gray market" feels highly unfair. 
 
3. Customer Loyalty: I have always considered Canon my go-to brand for photography and videography equipment. This experience has severely shaken my confidence in the company and its commitment to its customers. 
 
I urge you to reconsider your policies regarding warranty coverage for products that are purchased in good faith in the United States, regardless of the retailer’s designation. I believe a more consumer-friendly approach would enhance customer loyalty and trust, benefiting both Canon and its customers in the long run. 
 
For the sake of transparency and to alert other potential customers about these practices, I also plan to share my experience online. I believe it's essential for consumers to be aware of the warranty policies and practices of their preferred brands. 
 
Thank you for your attention to this matter. I hope to hear back from you soon with a resolution. 

[March411]

jvh, sorry to hear that your camera went down and that it can't be repaired under warranty. They denied the warranty work but I know factually that they will assist with repair. Give them a call 800-652-2666

Canon will assist you with repairs but at a cost since the camera is gray market. You noted "Canon simply because the retailer is deemed "gray market" feels highly unfair." The reality is that this retailer could most likely have become a authorized retailer but either could/can not comply with Canon's policies or offer support based on Canon standards. I don't know this to be true but they may also have been authorized but had the plug pulled because of poor service or disregarding policy.

"Lack of Clarity on Distribution Policies: As a consumer, I was not made aware of any limitations concerning the distribution of Canon products in the U.S. market."

That was/is the retailer being shady not Canon. They should have conveyed to you it was gray, Canon has no idea and does not support them distributing Canon products. They are not authorized and sell gray market gear. They, Canon are not the group that deceived you, it was the local retailer.

I'm not trying to discount your problem but Canon does have resources for consumers to validate it's authorized sellers prior to purchase. It can be found here: SEARCH FOR AUTHORIZED DEALERS AND RESELLERS You will even find/download a PDF on this page so you can have the information stored locally on you PC.

Also as it pertains to gray equipment, depending on the geographical location different parts, software/firmware or standards may be in place. That is the reason to some regard why it is determined to be gray. Canon USA supports the products distributed and manufactured specifically for equipment in the US.

Canon has no way to get the information to consumers other then to publish the information and make it available to the consumer. Also, by registering you equipment for warranty on the Canon USA website (as soon as possible after purchase) you can determine immediately if the product is gray, it will not register. You will need to create an account to register your product.

[Tintype_18]

Interesting post and hopefully the camera can be serviced. Canon, what is the best way to determine if a retailer is an authorized Canon dealer?

[jrhoffman75]

 

Canon Learning | Gray Market | Canon U.S.A., Inc.

The clue is generally that the item is a few hundred dollars cheaper than most other places or it is in a package with a myriad of cheap accessories.

[wq9nsc]

Gray (or grey) market items have been an issue for consumers for decades ranging from simple batteries through the most expensive consumer products like cameras, computers, and other electronics.  The U.S. really offers no protection for consumers or for the manufacturer who would like to reign in these unauthorized retailers and Canon has no power under our legal system to go after the sellers of these products that were diverted from another channel since they aren't counterfeit.

A number of multinational firms have tried over the years, mostly unsuccessfully, to control this by tracing the original source of the diverted products and penalizing the channel member that allowed it to make it into the gray market.  Your camera started out as an authorized product in an authorized Canon distribution system somewhere in the world but it was diverted out of the channel and ended up with a U.S. retailer.  It is extremely expensive and in many cases a practical impossibility for a manufacturer to identify and shut down these leakage sources because as soon as one source is stopped another will be created.

As a consumer, you can check to see a list of authorized distributors for a specific brand AND product (because a distribution channel/retailer may be authorized for the brand but not the entire product line, i.e. consumer versus professional lines).  If you go into a physical retail store, check the warranty paperwork which will state where the warranty is valid; for a gray market product you will either find that the warranty card states a region other than the U.S. OR the warranty materials will be missing entirely and sometimes replaced by the retailer's own, generally worthless, warranty.  If you order the product and it arrives without the proper U.S. warranty card, return it immediately.

If you don't follow these approaches, it will be too late because you will learn you have a gray market product when the warranty is rejected.  Authorized distributors in the U.S. have the price of the warranty baked into their cost, if Canon U.S.A. provided warranties on gray market equipment they are giving the unauthorized distributors a free ride on warranty costs creating a further competitive disadvantage for the authorized channel which is following the rules.

Rodger

[shadowsports]

The retailer is the responsible party here.  They knowingly imported a product illegally and sold it to you.  Unfortunately that is not within Canon's control.  When you opened your camera, you should have immediately seen that it didn't have a US warranty card.  Unless disclosed this was deceptive on the retailers part.  This is a hard but valuable lesson.