do not order from here: FedEx lost my package

[Anonymous]

i ordered my camera through canons website and fedex just straight up lost my package. it was an over $500 dollar package, and even after canon confirmed it was way past its delivery date they said they can "submit a ticket and itll be about 10-20 business days before i hear back"

i spent over 500 dollars for this? just order on amazon lol. this process has been an absolute nightmare to deal with. im never ordering or dealing with canon again. fedex is nothing but people i cant understand, and canons automated system is a nightmare to deal with. it doesnt work half the time, the employees sound like they dont even want to be there and the whole system is useless. save your money 

[Stephen]

Hello.

I'm sorry to hear that your package was lost or stolen during shipping. Your FedEx claim was open last week. 

If we were to replace products before verifying whether claims were valid, we would not only be dealing with a massive influx of fraudulent claims, but we would also be replacing products that are merely delayed in shipping. Sending multiple items "for customer goodwill" would eventually catch up, and the cost of everything would have to increase, or we'd go out of business by giving everything away due to shipping partners and porch pirates. 

If you have questions about your claim, please get in touch with our sales team by calling 1-800-385-2155. When the automated system asks, tell it you want to place a new order - even though you don't. It will then route you to an agent who can help.

[Anonymous]

thank you for the solution on the sales team and while i understand your response, that doesnt nullify my experience. Fedex has directly told me they cannot locate my package which took me 10 minutes to figure out on a phone call. maybe find a new shipping partner that is reliable. ive never had this problem before. and it also takes a few minutes to research that a 10 day delivery delay is a bit wild considering where my address is vs where the package claims its out for delivery at. I would recommend that if you are having that many influx of claims, fraudulent or not that you work a bit more closely with your shipping partner bc contact with them is just people i 1) dont understand what theyre saying 2) are of no help.

this isnt sending an item for customer good will, this is me making sure i get the item i paid for. i think its pretty reasonable to be upset about a $500+ package not showing up and no one knowing where its at

[Stephen]

This is their policy. We have to wait for them. The other options were worse. 

Also, we require a signature when the purchase price exceeds $500. Yours was just under that threshold. 

"Goodwill" would be Canon USA replacing a product that was lost or stolen during shipping while we're waiting for the shipping company's investigation to be completed. We need to know whether they are responsible for replacing the product, or if a police report needs to be filed because the product was stolen - is it an insurance claim? Someone has to pay for the missing product, and it won't be us, unless we're the ones who lost it.

[Tintype_18]

Any carrier can have glitches with late delivery, delivery to the wrong address (saw this on another forum), porch pirates. Once a package leaves the original business, it is, literally, out of their hands. It then becomes the responsibility of the carrier. Good luck in getting the problem solved.