FedEx Lost My Camera

[bdlayers]

I recently had a repair done on a canon R5C. And after the repair was completed can and shipped it off Through FedEx. Delivery day comes and it doesn’t show up. I call FedEx they claim that due to high volume of packages that it’s delayed. A week later I had the situation escalated they opened a case for my package. Come to find out a package has been missing since it left the origin facility. It seems as if there’s no urgency from FedEx or Canon to resolve this problem. Does anybody have any ideas on how I can speed this process up? I’m currently losing lots of clients and money. By the way, I tried to file a claim myself, but due to the fact Canon was the shipper, only Canon can actually file the claim, but I can’t seem to get connected to the department that has the power to do so. They keep saying they’ll call me when they do a deeper investigation but FedEx already told me after 7 days the claim can be filed. I was told the repair process would be 7-10 business days. They’re taking 7-10 business days just to call me and inform me on what is happening. 

UPDATE: Canon has replaced my used EOS R5 C that was sent for repair with a brand new one. In the end I ended up getting an extra battery, charger and a brand new body. This process has not been fun at all but in the end Canon made it right. For anyone that goes through a similar situation, I hope you're connected with Cheryl from customer relations department. Up until she picked up the phone for me my case seemed to be at a halt. She had my camera shipped out within the week. Stay consistent with your follow ups! Thank you for the help everyone!

[shadowsports · Accepted solution]

Greetings,

This is a terrible situation and I'm really sorry to hear about it.

Once the delivery date comes and goes, the waiting period for the investigation starts.  Be vigilant and continue to contact FedEx.  Also continue to call Canon requesting escalation. The shipment should be insured.  I've had FedEx lose stuff before too.  Unfortunately, we are all just tracking numbers to them.  

As far as revenue you're losing, that's on you.  If you are running a business, you should have insurance and a contingency (back up gear).  I also suggest you consider a CPS membership.  I hope they find your shipment quickly.  

[bdlayers]

I know, I’ve been kicking myself for not having a backup. This has been a learning experience that I’ll carry with me for the rest of my life. I definitely took your advice, I called every day until I got answers. Unfortunately it was the holidays so I had to have multiple escalation requests submitted before my claim was processed. Canon has been attentive and helpful throughout the process but I cannot say the same for FedEx. FedEx has been the most inefficient and unprofessional customer service and staff I’ve ever had to deal with. Thank you for the advice. You probably saved me another week or two of waiting around for answers.

[JFG]

I have the following question:  If I send my camera to Canon for repairs, could I pay for the return shipping with insurance so that I wouldn't be in bdlayers situation?

Also, if this happened to me I  would take it up with Canon headquarters in Japan since Canon USA is not responding. 

[bdlayers]

Canon will take care of the cost of replacement as long as the investigation doesn't result with fraud. If it was out of your control like it was in my case they have no issue taking care of you. Technically you claim responsibility sending the product to them for repair. Once the camera is delivered to the Canon repair center it is in their possession. If your product gets lost getting sent back then it’s their responsibility to fix the problem. You can’t ship it to yourself if it’s not in your possession. This situation has been frustrating to say the least but I can say Canon does care about their customers. As much as I want this to be resolved sooner it’s a process and there’s no way around it. Only advice I have to you, if there is delays in your delivery. Do not hesitate to contact Canon / FedEx. Ask to speak with a supervisor and to have the case escalated immediately. The longer you wait to begin the process, the longer you’ll have to wait for your product. Avoid shipping during the holidays, there’s such an influx of packages that it’s very easy for yours to get lost. Take advantage of the program Canon has with UPS. When you print out your repair form it’ll have a page of instructions attached that you hand to UPS personnel during shipping. Be sure to claim the value of the product you’re shipping. Your package is only insured based off the value you tell them NOT off the actual value of the product. If you have any questions you can reach out. There’s not much I don’t know about the repair process at this point. 
Goodluck, I hope things go better with your repair than it did with mine.