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Occasional Contributor
Posts: 5
Registered: ‎11-15-2020

5D MK IV service question/opinion

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

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Honored Contributor
Posts: 7,163
Registered: ‎11-13-2012

Re: 5D MK IV service question/opinion

Welcome to the forum.

 

It is aggravating, but it doesn't affect your images and if it was my camera the fewer times it is taken apart the happier I would be.

 

It's like the first door ding on a new car; pretty soon you get over it.

John Hoffman
Conway, NH

1D X Mark III, Many lenses, Pixma PRO-100, MX472, LR Classic
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Occasional Contributor
Posts: 5
Registered: ‎11-15-2020

Re: 5D MK IV service question/opinion

Thanks for the welcome Jr.  Its just I talked my wife into her dream camera when she thought it was too much money, now I am trying to make her happy and show her it will be perfect when starting out.

 

I could understand if after some use and with lenses on and off we made it that way, but out of the box?  Its a hard pill to swallow at 4K you know.  Especially after I talked her into this awesome camera.

 

Thanks again for your reply.

 

Sid

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Esteemed Contributor
Posts: 2,566
Registered: ‎11-19-2017

Re: 5D MK IV service question/opinion

Greteings,

 

@cityjack. 

 

I'd return it.  (if I could) 

 

Black Friday and Christmas are coming...  you'll be able to replace it with one that doesn't come with dirt, specs or whatever it is.  

 

Thats just me.   >> Your call.

 

 

~Rick
Bay Area - CA
~6D2 ~Many Lenses ~DxO PhotoLab Elite ~Windows10 Pro ~EVGA RTX 2080 FTW3 Ultra ~Pixma Pro-100
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VIP
Posts: 13,287
Registered: ‎12-07-2012

Re: 5D MK IV service question/opinion

First off anything in the viewfinder will not affect your photos as it is not in the light path to the sensor.  The camera would have to be disassembled to remove them.  Back in the day when we had easily interchangeable viewfinder screens there was dust specs galore in the viewfinder. Again they don't appear in the photos.

 

Now would I like it or accept it on a brand new 5D Mk IV?  Absolutely not, no never. Call Canon back today and explain your exact case. I have nothing to do with Canon officially but I would be shocked if they didn't make it right for you.

 

Like they say s--- happens but it must be corrected when it does. In case you don't have it 1 (800) 652-2666. Another option you might have depending on where you bought the camera and you are not out of the return period, you can return it back to the store.  The camera would than go back to Canon and finally get to the refurb store where they will do the same thing they should have done for you in the first place.

EB
EOS 1DX and 1D Mk IV and several lenses!
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Occasional Contributor
Posts: 5
Registered: ‎11-15-2020

Re: 5D MK IV service question/opinion

Not sure at this point if it CAN be returned. Even though its only a few weeks old.
Spoke to Canon this morning and they were genuinely apologetic. They are paying for its return back to Canon service.

I'll keep you posted and thanks for the reply.

Sid
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Occasional Contributor
Posts: 5
Registered: ‎11-15-2020

Re: 5D MK IV service question/opinion

Hmmmm, interesting you mention return it to where I bought it from. I bought it from Biggs camera in Charlotte. Your screen name is similar. Any coincidence? Its been over 30 days since I purchased and not sure if they'd take it back.
However, I did call Canon this morning and did explain my case. They are paying for its return back to Canon in Newport News.

I'll keep you posted. I'm very curious about your name and mu place of purchase? Please let me know.

Thank you sir for your reply.

Sid
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VIP
Posts: 13,287
Registered: ‎12-07-2012

Re: 5D MK IV service question/opinion

You are certainly welcome.  Canon will make it right.

 

  Not related directly so no pull for you there. See my PM to you.

EB
EOS 1DX and 1D Mk IV and several lenses!
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Occasional Contributor
Posts: 5
Registered: ‎11-15-2020

Re: 5D MK IV service question/opinion

While I have your guys' ears, can you please recommend a good cleaning kit to have around with this new camera please?  Bulb blower, cloth or wipes for the lenses, and maybe even a sensor swab kit if need be.  I want to get the right stuff for the wife and even lead her to a link about proper cleaning techniques.  Just trying to do it right.

 

Have a good holiday all.

 

Sid

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VIP
Posts: 13,287
Registered: ‎12-07-2012

Re: 5D MK IV service question/opinion

Rocket blower.  Otherwise don't put anything smaller than a football inside the mirrorbox.

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