WRITTEN TO CANON DECEMBER 10TH 2025:
ABSOLUTELY THE WORST EXPERIENCE IN DECADES OF BEING A MEMBER OF CPS!!!!!
After decades of being a CPS member I have never had such a consistently poor experience! When mirrorless cameras were on the rise I purchased an EOS R-5 and and EOS R-3 for my business. They both performed well although Canon had definitely dropped the ball in a few areas. The R-3 being the best at the time was flawed in the hotshoe not being water resistant (but that is water under the bridge). I have since purchased an EOS R-1 and had been using my older super telephoto lenses with the EF-RF adapter and decided to borrow the RF-600 f/4... this is where the problem with Canon Customer Service (or should I say the lack of service comes in)!
Canon shipped me the lens and it was due to arrive on Nov. 26th for an evaluation loan. I scheduled time off specifically to test this lens. The lens was slated to be returned on Dec. 5th... pay attention... each day that the lens was supposed to be delivered was another delay (AND I UNDERSTAND THAT STUFF HAPPENS)... fast forward to the evening of December 3rd when the lens was finall delivered and I would have had to pay to ship it back the next morning for it to get back to Canon on time! In the mean time I emailed Canon 6 TIMES and called 3 TIMES with absolutely NO RESPONSE!!!! In my 5th and 2nd to the last email I wrote: "This is the 5th e-mail with no acknowledged response along with 2 documented phone calls to CPS . This loan has been held up in shipping and has now just arrived this afternoon, December 2nd instead of Nov. 26th, in order to have this back by the original date I would have to ship this back tomorrow December 3rd. Under normal circumstances I would have 10 days, so I am assuming that since nobody has responded to me that it will not be a problem to adjust those days and return it to Canon by December 13th.
PLEASE RESPOND WITH CONFIRMATION OF THIS EMAIL."
Yesterday, 12/09/2025 I received a nasty-gram email about the lack of return of this loaner!!! NEVER ONCE A RESPONSE TO MY EMAIL (cpsloan@cusa.canon.com), never once a return call from the CPS representative that was supposed to contact the evaluation department, NOTHING until the NASTY-GRAM!
Canon, the name is Canon Professional Services!!!! THIS IS FAR FROM PROFESSIONAL!!!!!
UPDATE DECEMBER 19TH 2025:
THE SAGA CONTINUES!!!! DECEMBER 19TH 2025
I now have returned the loaner on December 10th after all of the unread emails and un-returned phone calls! My package was received on December 12th and signed for by: VVELEV and yet this morning, 7 days after it was received and signed for I receive yet another nasty-gram email that they have not received the return and will have to charge/invoice me for this lens! AGAIN!!!!! YOU CAN NOT SPEAK TO A HUMAN BEING FROM THE "EVALUATION/LOAN DEPARTMENT"!
I did receive a phone call/voice mail from someone named "Phil" who wanted to "help" me and extend the loan for an extra 2 weeks, but there is no extension for "Phil" and at the time I had already shipped the lens back!
The fact that you can not speak to someone in this department and that there are obviously operational problems should not be my problem! The fact that I have not received a return e-mail acknowledging any of my correspondence or phone calls (except for "Phil's" untraceable call) is not only POOR CUSTOMER SERVICE, but has now stepped past that with the threatening e-mail about my lack of return which was signed for 7 days ago!!!! COME ON
Canon USA YOU SHOULD BE BETTER THAN THIS.... AT LEAST YOU USED TO BE!!!!!
