Canon Complaint

soularnights

I don't consider myself a complaining person but everybody has their limits.
Here is the email i sent to canon complaints department which will explain my annoyance.

On the 4th of January I went to Canon in sandyford to get
my camera repaired. While waiting a lady informed me she was
returning her camera again as she had received it in worse condition
that she left it in to be fixed. We were then greeted with someone who
"normally doesn't deal with repairs". She informed me I would be contacted in
3 weeks with the cost of repair. Over 4 weeks later i received the call and
paid for the cost over the phone. Another 4 weeks past and I had no update.
After calling Canon I was informed the camera had been waiting for me.
On the 8th of March I called into Canon to find that the problem had not been fixed and it would have to be resent for repairs again. This is an unsatisfactory service and truely disappointing. I will be without my camera for over 3 months and am uncertain to what i've already paid for. I will require my camera for my sister's wedding soon and assume there will be no further cost.

I have a S70 and there was only a small mark behind the lense, showing up on my pictures. There is suppose to be a response within 2/3 days, so i've waited a week but no response. Not sure what i can do now.:mad:
Any ideas, comments????

Oriel

Things like this a the perfect reason to switch to Nikon. They are known to order a courier to pick up the camera for free etc.

edunon

sinecurea wrote:

Things like this a the perfect reason to switch to Nikon. They are known to order a courier to pick up the camera for free etc.

It's easy to say when you never been with them. I've been with Nikon, I AM with Canon, I am staying with Canon. I had a problem with my 300D just before the warranty expired about 2 years ago. The whole electronic board was changed and brought back to me within 2 weeks.

My film camera is still a Nikon FM2 though.

440Hz

Well I have certainly found Canon customer service to be LESS than satifactory. Have thread in here about it. At the moment I would be slow to buy from them again Im hoping they will step up their after sales service enough to change my mind. Its not the product I dont like, its the service.

Hope you get it sorted.

EireRoadUser

Is it not the case that canon are improving at the moment,heard someone mention on boards they have freshly trained staff.

Ireland hasn't exactly been theming with canon users over the years i'd say and they can probably only justify a proper workshop now.

I'm probably completly off the mark,wishful thinking.

rymus

having a problem with one service centre shouldn't justify switching brand altogether. Thats madness. Surely there are others that can sort your problem without relying on what appears to be an outstandingly sub-par service centre?

As for Ireland not being a big market for Canon, I can only imagine that's not the case. They're one of the 'big two' manufacturers and as such would have some very high profile users here.

I'd say write (actual pen & paper) a complaint to Canon Ireland detailing the timeframes in question and the shoddy service you've been subject to. You might not get any joy; however if they actually give a rats ass about their customers you should at least get a follow-up phone call.

heffsarmy

I have a similar problem at the moment with a lens 24-70mm f2.8, I sent back to canon jan 16 to get calibrated, was told by a girl called Toni that I would have an estimate of cost for calibrating the lens in a week or two...well 9 weeks later ( after about 10 phone calls), eventually got the estimate 300euro for a calibration), I asked what the breakdown of the calibration cost was for, she could'nt tell me so I gave up and told her to me back the lens, still wating on the return of the lens. This is my second experience with canon after sales, my first was with a canon 10d which took about 4 months to get cleaned and calibrated, I did'nt pay for the service as the shop I was dealing with in dublin refused to pay canon, as it was not acceptable. My thoughts about canon ireland cutomer service is that they are useless.

soularnights ring canon and tell them that you use the camera as a back up and as a result of the messing you around you will be billing them for the hiring of a back up camera.

440Hz I read you post about your 350d, send it back and demand a new one.

EireRoadUser

If the shop where i bought my camera can't clean my camera ,they give me a loan of a camera free of charge while they send it to UK for cleaning.

They are the main agent for canon as far as i know ,and they send there stuff to the UK.

I'm presuming they send it to the Uk for a good reason.

MyStuffForSale

Had problems with a compact digital bought online from CamIreland ( S50) . One of the pixels died. I left into Canon. At that stage they didn't do any significant repairs in Ireland. Item returned by post in 3 weeks from I think Colchester Camera Repairs in the UK.

About 7 - 8 months later, same pixel died again. Waranty from CamIreland 2 years. Left into Canon, they didn't query warranty. A week later letter received from Colchester Cameras, saying warranty not covered in Uk and then a price quoted for repair. I rang Canon Ireland, and put some direct points forward. Item returned repaired following week, in which they completed work " As a gesture of good faith", no charge involved.

Sadly dodgy pixel went again a further 6 months later. Haven't bothered to get repaired as it's hardly noticeable and I have some new equipment now.

So my dealings with them were satisfactory, however I'd say in general that when buying photographic goods, we are screwed when it comes to repairs as service centers tend to be in UK. Market viewed as being too small to bother setting up specialist service centers. Easier to send to UK.

heffsarmy

EireRoadUser they send the lenses to the uk as they have no facility to calibrate lenses here in Ireland. Canon told me to ring ISS (near wexford street) whom I contacted they only canon fix lenses that are physically broken, but when it comes to calibrating the lenses they have not got the facilty as my lenses needs software or hardware adjustment. But ISS do clean and calibrate digital cameras referred by canon. the reason I sent it through canon is that ISS charge you around 50euro before they even look at the equipment so in my case they were'nt going to be helpful so I sent it direct through canon.

EireRoadUser

Ive never had a problem with a lense yet ,thank god.

Basically I think that canon have seen a good jump in 700 euro + camera sales in the last couple of years in ireland and are from the imformation i've gathered ,gradually getting their sh*t together for the long haul.

Canon have service cars driving around but i presume this is for the commercial and industrial industries ,photocopiers etc.
I have full confidence in canon ,but canon are never going to encourage customers to stop buying from retailers .
There will always have to be a balance in the market, why should canon pay irish wages for something that was sold from a cheaper market.

wasper

soularnights wrote:

I don't consider myself a complaining person but everybody has their limits.
Here is the email i sent to canon complaints department which will explain my annoyance.

On the 4th of January I went to Canon in sandyford to get
my camera repaired. While waiting a lady informed me she was
returning her camera again as she had received it in worse condition
that she left it in to be fixed. We were then greeted with someone who
"normally doesn't deal with repairs". She informed me I would be contacted in
3 weeks with the cost of repair. Over 4 weeks later i received the call and
paid for the cost over the phone. Another 4 weeks past and I had no update.
After calling Canon I was informed the camera had been waiting for me.
On the 8th of March I called into Canon to find that the problem had not been fixed and it would have to be resent for repairs again. This is an unsatisfactory service and truely disappointing. I will be without my camera for over 3 months and am uncertain to what i've already paid for. I will require my camera for my sister's wedding soon and assume there will be no further cost.

I have a S70 and there was only a small mark behind the lense, showing up on my pictures. There is suppose to be a response within 2/3 days, so i've waited a week but no response. Not sure what i can do now.:mad:
Any ideas, comments????

The best thing to do to contact Canon in UK or even Japan with a strong worded letter.

soularnights

Heffsarmy: I should send them the bill from the photographer at my sister's wedding.:D

I do agree Canon have a good product but its the service thats so bad.
Even when she rang with the cost, i asked what exactly was wrong with the camera, to which she could not give me a definate answer.
Also at least 3 weeks for a cost to fix it.
Anyway i appreciate the feedback and happier i've let off some steam.
Thats till the next Canon call :eek: