Clean and check

divamum

Am I the only one who feels a little weird bundling things off to Canon? Not because of doubts about the service, but I really hate having to ship instead of just hand stuff over. Kinda like putting kids on public transport all alone. Clearly I need to move to NJ, VA, or CA!!

pathfinder

Diva, I feel your distress, but I have shipped cameras and lenses to New Jersey to CFS many times, with nary a hiccup, even if my nerves were on edge.

My 1series has been there twice this year, and purrs like a kitten. Turn around time was less than 7 days from Indiana and back.

In contrast to my one time getting service from Tamron, which took better than six weeks. My Tammy still works great though since being repaired.

divamum

I think it was watching the way the post office gal handled it. My 7d and 135L are bubble wrapped, double-boxed, sealed (and insured!), but even so. Ah well - I'll hold the good thought. I've shipped things to buyers before and it was fine, it just felt really weird today. I'll be happier when tracking shows it's in their hands - after that any unexpected issues are on their dime!

DsrtVW

Diva I have felt the same way, have sent several times to Nikon repair full of anxiety. All return OK.
It was much better when I discovered a professional repair service in my hometown. Wanted to have my 200mm f2 serviced but just could not ship it, better to drop it off at the shop but still had separation anxiety til it returned

divamum

Ok, it got there ok but CANON FAIL.

I just got their repair estimate pdfs.

- 7d As requested, check focus and fix any problems, estimate for repair correct.
- 135L clean and check only. BUT THEY APPLIED THE SAME REQUEST AS TO THE 7d and listed it for "repair". There's nothing wrong with it, and I only wanted it cleaned!

I had a CLEAR cover letter explaining exactly what I wanted. If that weren't enough, I had also enclosed 2x clean and check vouchers.

Fixing this required 15 minutes on the phone, and the the woman at Newport News was polite (sort of), but less than warm and fuzzy. Aaparently, I should have filled out an online service request form (which I didn't know about, and which was not mentioned when I called to enquire whether they needed vouchers for both items). I guess a cover letter is too hard to read??!?!??!

This will now add a day to its return.

Grizzle, grumble, gripe, growl, grrr.

/rant

JimKarczewski

Canon NJ doesn't always do things right. I've had CPS ship a 1Dx to me and not put "SIGNATURE REQUIRED" First think I did was call FedEx to bitch at them.. They told me it wasn't selected. Next was to call Canon. They acknowledged the problem and sent me a $100 repair certificate. Question is, had the box disappeared would they had replaced the camera????

divamum

THEY MISTYPED THE RETURN ADDRESS.

It's going to somebody else. R&!P&#!#*)!{*#I@$*@&$(){!@*$&@(%*@($*(!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I am beyond pi***ed - they have made an absolute HASH of this.

ziggy53

divamum wrote: »

THEY MISTYPED THE RETURN ADDRESS.

It's going to somebody else. R&!P&#!#*)!{*#I@$*@&$(){!@*$&@(%*@($*(!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I am beyond pi***ed - they have made an absolute HASH of this.

Canon Repair should be able to redirect the package from their end. In the mean time, insist on an equivalent loaner system. Be firm and as reasonable as possible, but do insist. Talk to a supervisor if needed.

Turn the negative into a positive.

divamum

According to Fedex, they have changed the address, so that's one problem solved (even if it did take me 4 phone calls: 2 to CPS, and 2 to Fedex to follow up and check it).

I will most assuredly be writing them a, uh, strongly-worded letter about all that's happened with this. That is WAY too many mistakes at their end for one simple shipment. :bash

divamum

And thanks. The smoke may have stopped coming out of my ears now Wow, it has been a DAY (other fires to put out as well as this one!)

ziggy53

divamum wrote: »

... Wow, it has been a DAY (other fires to put out as well as this one!)

I have whole years like that sometimes.

divamum

It sure feels like that sometimes! Sheesh - full moon, or something?!

JimKarczewski

Hey, at least the one good thing about the new CPS structure is clean & checks will be done in the same period as normal repairs. So if you are a platinum member, your clean and repair will happen in 2 days and back to you. Before it was "at their leisure."

I'm just happy my renewal date is Oct 1. I completely lucked out. They're giving platinum members a 6mo extension on Sept 30th. Whew...

divamum

I am gold, not platinum (frankly, even with the 6 more points or whatever I need, I'm not sure I could justify the platinum dues - I just wouldn't get my money's worth out of it, particularly with the changed terms).

I'm still ticked about all this. One mistake per order is just bad luck, but TWO, both of them significant ones?! Not only the time involved in rectifying the errors, but potentially loss/damage to the items through THEIR errors. Also, since the correct address is typed into my CPS account (I checked, of course), it does seem odd they don't link label-printing to the information on file; they have the CPS#, so why make all the extra work for themselves - isn't this exactly the kind of thing that computer automation makes more accurate and streamlined?! Grr.

No response to my email to them complaining about the service (and don't worry - it wasn't offensive or abusive, simply a fairly fierce explanation of the facts!!); if they ignore it, I'll escalate it somehow, but I'll give them a day or two...

divamum

UPDATE: CPS has come through and made it right, to my great surprise. They did not reply to my email, but the manager just CALLED me to apologise profusely. Just the fact it was a personal call (not a "follow the corporate handbook/flowchart" kinda thing), that she 10000% acknowledged their major goofs, and that she volunteered compensation turned this around from "I will never use NN again" to being more than willing to give them my business. They have waived the charges already paid, given me a direct line to call for any future problems, and generally turned this situation around 100%. Colour me impressed (and surprised)!

ziggy53

divamum wrote: »

UPDATE: CPS has come through and made it right, to my great surprise. They did not reply to my email, but the manager just CALLED me to apologise profusely. Just the fact it was a personal call (not a "follow the corporate handbook/flowchart" kinda thing), that she 10000% acknowledged their major goofs, and that she volunteered compensation turned this around from "I will never use NN again" to being more than willing to give them my business. They have waived the charges already paid, given me a direct line to call for any future problems, and generally turned this situation around 100%. Colour me impressed (and surprised)!

Wonderful news.

Brett1000

divamum wrote: »

UPDATE: CPS has come through and made it right, to my great surprise. They did not reply to my email, but the manager just CALLED me to apologise profusely. Just the fact it was a personal call (not a "follow the corporate handbook/flowchart" kinda thing), that she 10000% acknowledged their major goofs, and that she volunteered compensation turned this around from "I will never use NN again" to being more than willing to give them my business. They have waived the charges already paid, given me a direct line to call for any future problems, and generally turned this situation around 100%. Colour me impressed (and surprised)!

good that the Virginia center corrected things

dick

I have a Canon body and lens that I would like to have repaired and cleaned.

Does one call Canon and get a return authorization or just ship it to them with a note and contact information?

ziggy53

dick wrote: »

I have a Canon body and lens that I would like to have repaired and cleaned.

Does one call Canon and get a return authorization or just ship it to them with a note and contact information?

I recommend using their online system just so that you may have a written history of the request and transaction. Canon will communicate via e-mail and you will get a written estimate before repairs begin.

In the USA:

http://www.usa.canon.com/cusa/consumer?pageKeyCode=onlineRepairLanding

Brett1000

dick wrote: »

I have a Canon body and lens that I would like to have repaired and cleaned.

Does one call Canon and get a return authorization or just ship it to them with a note and contact information?

I agree with Ziggy, contact them first online before shipping it

divamum

Agree - use the online service. This is, in fact, what they recommended to me AFTER the fact - I had called them and they said "just send it in with a cover letter/vouchers etc", but after they screwed up the estimates, they said "you should have logged it online and then sent it". So... based on my experience, definitely go with the online system.

photodad1

I live within a couple hours of the VA repair center. I asked if I could drop off a lens that I had demo'd last summer and they no as there is not store front presence and I needed to ship it. I would like to demo the 400mm f2.8L IS II but it would expense to ship back because of the weight and insurance.

ziggy53

photodad1 wrote: »

... I would like to demo the 400mm f2.8L IS II but it would expense to ship back because of the weight and insurance.

Still, a demo is a lot cheaper than a rental or (OMG) purchase. (It's an $11,000USD lens.)

photodad1

CPS wanted me to ensure it for 18K.

Brett1000

photodad1 wrote: »

I live within a couple hours of the VA repair center. I asked if I could drop off a lens that I had demo'd last summer and they no as there is not store front presence and I needed to ship it. I would like to demo the 400mm f2.8L IS II but it would expense to ship back because of the weight and insurance.

While there is not a "store front" I know you can enter and drop off equipment at the Virginia, Newport News facility. And get quotes on repairs

photodad1

Brett1000 wrote: »

While there is not a "store front" I know you can enter and drop off equipment at the Virginia, Newport News facility. And get quotes on repairs

Where is it located and the hours?

Brett1000

photodad1 wrote: »

Where is it located and the hours?

On Canon Blvd - normal business hours

http://usa.canon.com/cusa/professional/standard_display/support_pro/pro_service-locations

you have to get a pass at the main gate for the camera facility. I (and many others) have had no problems going in and getting a quote or dropping off equipment

dick

ziggy53 wrote: »

I recommend using their online system just so that you may have a written history of the request and transaction. Canon will communicate via e-mail and you will get a written estimate before repairs begin.

In the USA:

http://www.usa.canon.com/cusa/consumer?pageKeyCode=onlineRepairLanding

I will call them in the morning.

The Web form does not list the model of camera that I have. According the the canon manual I have in my hand the model is a 350D but I can't seem to find that in the list.

Also, I would like to have them look at a lens as well.

Thanks for your help

ziggy53

dick wrote: »

I will call them in the morning.

The Web form does not list the model of camera that I have. According the the canon manual I have in my hand the model is a 350D but I can't seem to find that in the list.

Also, I would like to have them look at a lens as well.

Thanks for your help

Sadly, the used Canon 350D/XT bodies sell for just over $100 for a black body and the chrome bodies are under $90 (EX condition), at KEH.com. It is doubtful that you will be able to get an economical repair, so you might consider another used body instead. (Private sale value of an XT body is probably around $50, so Craigslist is also a possibility if you live near a major city.)

http://tinyurl.com/mgr83ko

While you visit KEH be sure to check the value of your lens as well.