Canon What Happened To My Fairy Tale?
Canon cameras, have always been my first choice when it comes to purchasing a camera for myself. I do a large amount of photography both here on my site for review purposes, and on the side for a small family photography business. The very first camera that I had, was a Canon Rebel 4000 35mm camera, and I used it till they started coming out with their digital SLR cameras.
It wasn’t until I had a problem with a $400 lens that I got a first hand glimpse into Canon customer service and the repair process, that I became a bit disenchanted with everything. I had brought my lens into the local camera store where I had purchased the lens, and they had told me that the wait time is an average of six to eight weeks. I felt like I had no other choice, and told them to go ahead and send it in. The lens happened to be under warranty so I was lucky. At the eleven week mark, I started to get really frustrated because I was losing photography jobs because my lens was not back. I had made numerous phone calls to the camera shop and I got some run around and called Canon direct and no one could explain why they still had my lens. After a few emails someone over at Canon in customer service contacted me apologizing for the long delay. The best she could say was sorry, talked about the various repair centers, but assured me that she would pass this information to the higher ups and would contact me to give me the full story. I never heard back after that, and since I lost her phone number, I couldn’t follow up. I sort of let that one go, and was just relieved to have my lens back after three months.
The best is yet to come, however. Recently, I had brought my camera along with me on an event, nothing unusual and I had done this numerous times before. My camera has never been dropped, or mishandled because I do consider it to be my baby. I had fully charged my battery, and popped it in and was ready to take pictures when, I flipped the power on and nothing happened. I was completely baffled because it had worked just the day before for the boys birthday. I went into a bit of a panic because I could not afford another $800 for a camera, and I use it for everything. So the last fiasco was right in the back of my mind, but the lady I talked to from before, had mentioned that next time I could send my camera in direct and have it back sooner, gee thanks.
I had a sick feeling in the pit of my stomach, since my 2.5 year old camera was obviously out of warranty. I went back the camera shop who originally sent my lens to Canon through their camera repair center, to have them take a look to see if I was missing something. He asked if that was sand he saw in my camera, the same accusation that was made about my lens yet I have no sand around me, no beaches here. (This is a whole other story). I was already mad but that just made it worse.
I managed to get a hold of someone in the PR department for Canon, but she only directed me to the repair center. All my feel good, warm fuzzies about owning a Canon had totally left the building. I don’t care if the camera does my laundry, is it really worth the hassle? So I packed up my $800 camera in its original box, spent $20 and insured the thing and sent it away to Virginia. And, I waited. Then I got the email stating that it would be $224 to repair my camera that doesnt turn on. My hands were tied, because I could either not pay it and have nothing, or pay it, neither of which was an option that I could afford. I mean who has $800 laying around for a new camera? The worst part about it, is that, the camera is only 2 yrs old, and you would think that something this expensive wouldn’t just stop working but I guess I am just disillusioned.
So I finally got my Rebel XTi back and along with it, an empty bank account. It turns out that the power to the camera wasn’t working “DUH!”. And they cleaned the camera, and replaced a fuse! A fuse? $224? That’s one expensive fuse! And to rub a little more salt, as part of being a valued customer, they offered me a Canon 5oD refurbished for just $650 as a replacement, what a bargain!
But seriously, I really do think that, they could have handled things a little differently and stood behind their products a little more. I feel like I have lost all the excitement that came with owning a Canon and the enchantment is gone. As a customer you want to know that you are getting a good product. I don’t know if I could afford to own another!
And this is why I have NEVER owned a Canon. I have heard nothing but horror stories about them. I love my Nikon. I adore my Nikon! I hope you get things lined out. Canon’s customer service sounds horrible!
Unless I am proved otherwise, Nikon .. had.. me.. at.. HELLO!
This is precisely why I own a Nikon after attempting to get my Canon repaired twice, it wasn’t worth the money.
And this my friends is why I love my Kodak. I’ve beaten the hell out of my camera and it still works like a charm.
But $224 for a FUSE????
wow! I think you just sold me on nikons! I have been looking at a DSR and now I think I’ll stick to the Nikon instead!
Are you serious? That is terrible customer service! I don’t own a nice camera, but I know if I ever start looking into them I will look elsewhere first. I do have a Canon powershot, but for me to replace the whole thing would cost less than your little fuse. That’s ridiculous!
I’m sorry to hear about this! So far I have had nothing but good come out of owning my Canon. I have a Rebel XTi and a powershot, both of which I love. I hope things turn around for the better regarding your camera!
Sorry to hear about your experience with Canon. I’ve been using Canon by default since the 70s because it is what my father used and it is nice to be able to borrow lenses. Unfortunately, I don’t feel there a better alternative.
I have heard that Canon HQ does not endorse or appreciate social media – the fact seems to be well known.
I once sent one of my cameras and a couple lenses back to a repair facility for calibration. There is a request form for doing so on the Canon website and when you log in you can get status updates. However, it is a long process before getting the gear back.
Based on the price you paid, I believe that is a minimum charge for a technician to make a repair. They do have something called Canon Professional Services that offers faster service but you have to be professional to qualify.
If you have any questions, please feel free to reach out.
Good Luck!
It’s a shame that they don’t pay that much attention to social media since the out reach can be so massive.
I realize that there are many consumers and sometimes it is hard to individualize attention but it is your job as a company to make it easier for your customers to get service and to make that service reasonable. It would have been so much nicer if I could have been “ok” with sending in my camera, rather than feeling a sense of doom again.
I guess when you are big company you sort of let how big you are, go to your head and forget about the people who support you.
This is exactly why we went with Nikon. I had problems with a camera and got the situation fixed within 2 weeks. Sorry you had a crappy experience.
WOW!!!! I’m so sorry to hear this and pretty shocked too. I have wanted a Cannon Rebel for YEARS now. I am a freelance photographer and all I have ever dreamed about is owning a quality professional camera with all the “bells and whistles”. I heard such great things about the Cannon Rebel that I just HAD to have one, some day.
Well this post jus totally busted my bubble. Now I don’t think I want one so bad. I think I’ll look into the other cameras that others have posted about. I am still dreaming of a professional camera to help with my blogging, freelancing and family photos, but now it’s not going to be a Cannon, sad to say. 🙁
Shame on Canon …..we’ve had a powershot for a few years and would like something better but think Canon is now not a contender . Too frequent breakdowns and waaaay too expensive to repair and when is a fuse replacement a repair anyways .
People seem pleased with their Nikon’s huh.
Wow. I am very sorry to hear that. I have owned an Original Rebel, XTi, and T1i. I still have the XTi and the T1i. I have never had an issue with any of them. I also own 4 Canon lenses that have been great. I just sold my original Rebel earlier this year after having it for I think 5+ years.
I also own 3 Canon printers and their support on those has been incredible. I have had to have one replaced under warranty.
I am very sorry that you went through that!