Serial Number Registration Error - Powershot g7x mark II

[goldenspoon345]

I am trying to register my Powershot g7x mark II online, but every time I do it says "Serial number already registered." But I brought it brand new, so there's no way someone could have registered it... Can someone please let me know I can fix this? It's affecting my ability to send pictures from my camera to the app on my phone.

Thank you,

[shadowsports]

Greetings ,

Hopefully you can help us by answering a few questions. 

Where did you purchase the camera from?  Canon?  An authorized dealer, an online market place, etc?

Did it come with a US warranty card?

I would suggest contacting Canon Support.

1-800-652-2666

[goldenspoon345]

Hi Rick,

I purchased it brand new from Walmart. I did purchase a warranty. I have the receipt and everything. I have tried contacting Canon's phone support but was unable to get answers. They do not offer email support, so I am posting in here to try to get some answers. Please let me know if you have any other solutions. Thanks.

[shadowsports]

Greetings,

Only Canon will be able to help you with a serial number that is already showing is registered. Use the number I provided above.

Unfortunately, it is going to require a little extra work on your part since you're not able to register the product in the MyCanon portal.  Support will help you determine the cause of the problem.  

Did your camera come with a US warranty card?  

Did you buy it from Walmart or from a Walmart marketplace seller?  Did the transaction state ships from and sold by Walmart?

[kvbarkley]

Walmart or Walmart marketplace?

In any case, my WAG is someone bought it, registered it, didn't want it, [or came back from vacation*] and returned it, and Walmart re-sold it to you.

*Like people "buying* a large screen TV for the superbowl and returning it the Monday after.

[goldenspoon345]

I'll try calling them again and hopefully will have luck this time. I double checked my order and it did come from a marketplace seller, not directly from Walmart. I found their info and have reached out to them too. Thanks for the idea.

[goldenspoon345]

It did come from Walmart marketplace so you may be right. Just odd because it was brand new - no sign of prior use at all. I'm going to contact both Canon and the Walmart seller for answers. Thanks.

[jrhoffman75]

What is the third digit of the serial number? 

[SignifDigits]

I haven't seen a reply from you stating that you have the US warranty card registration.  Most, if not all, marketplace sellers sell grey market equipment, and not with the US warranty card.  It sounds to me like one of a few possibilities that I can think of:

1. Someone misregistered a different camera using your valid serial number in an error
2. Your marketplace seller repackaged a previously registered camera in such a way that it appeared new to you
3. The item you have is a counterfeit
4. Canon put a series of known grey market serial numbers into their database so that those grey market items could not be registered in the US system.

If you didn't get a US registration card you have a decision to make - you can keep the product and buy a third-party warranty, or keep the product with no warranty.  I'm only guessing here, but I would expect that even being able to register it on the Canon site would not guarantee Canon would extend you warranty work if it is a grey market item, as they are not obligated to do so.