Feedback on Canon Repair Service
June 9th, 2008 by Todd BThe following is my description of me dropping my Canon camera lens by accident:
- As the lens was dropping to the ground my perception of time slowed to a crawl. It was like watching your life flash before your eyes. Yes, it was that dramatic!
- Then it hit the ground and rolled away.
- I looked at it for a couple of moments as I calculated the odds of it somehow miraculously surviving a fall of maybe 4 feet on to the asphalt. I mean it’s only like 4 feet right!
- After picking it up and observing I felt hope. The glass was not cracked nor even the filter. The lens hood was a little nicked up though.
- Hmm, maybe I lucked out! Better put it on the camera and make sure though. Seems to focus ok. Let’s zoom in on something.
- Oh-Oh, it’s not supposed to make that sound (hope fading). Let’s try that again (zoom out again, same sound). Sigh.
So there I was. I knew the lens had to be sent to Canon to be fixed and it was out of warranty. So it was going to cost me, and I was going to be without it for a few weeks at least. Major bummer.
I called Canon at their toll-free # (1-800-828-4040). The operator took my updated personal information (I’ve had service done by Canon before) and informed me that I would be getting an email instructing me how to package the lens and a repair #. I received the email an hour or two later. It included a form that can be filled out and sent with your equipment.
I sent the lens by UPS ground and it took about a week to get to Canon. I waited about a week for Canon to get back to me with an estimate for the repairs. After about a week and half I decided to call them to see what was going on as I had confirmed through tracking that they had received the lens. The operator told me that they were waiting for me to approve the estimate that they had sent by email. I explained I had never received the email estimate. Upon further investigation we discovered that my updated email address had not been updated with Canon’s entire computer system and it had been emailed to an old email address. I still had access to the old email address and was able to confirm that they had sent it to the wrong address.
Canon confirmed that the zoom mechanism was damaged from impact. I approved the estimate and paid by credit card over the phone. As was originally promised by Canon they had repaired the lens within 7 business days of me approving the estimate.
The lens was shipped back 2-day FedEx. It works just like it did before I dropped it. Perfectly.
Aside from my email address not being updated on my first call to Canon I was satisfied with my repair experience with Canon. The lens is working perfectly as it was before!
July 17th, 2008 at 3:01 pm
I sent my SD850 IS in for repair and was told it would cost me 127.66 to repair,,I know I did not damage the camera..
I have talked to many friends and have heard that Canon is known for not honoring their warranty..
I think Canon makes a fine camera but will not buy another because of this experience..I plan to tell this story to everyone..I also plan to buy a Nikon which is just as good as Canon but is more customer friendly when it comes to the warranty. cpo54300
March 4th, 2009 at 1:10 pm
I agree with some of the comments I have read on your blog, great posts, keep up the good work your doing!
July 14th, 2009 at 9:16 am
I have a CAnon Rebelxsi and was taking pictures with a CanonEF 70-200 lens I had rented. I got an Err99 right in the middle of shooting. The last 2 pics I made had a fan shaped black area over them. I have not had my camera a year yet, and it is still under warranty. I over nighted it to Canon after downloading the form to send it in for repairs. I am anxious to see how they do. I love my camera and will be very disappointed if they do not honor their promises to have it back within 10 days. I have a new photography business and can’t be without it for much longer than that. We “picture takers” are lost without our camera! Canon, hope you are fixing my camera ASAP! I will definitely re-visit this site for feed back in a week or so!
February 8th, 2010 at 7:34 am
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