CANON / Factory Repair Service

CANON / Factory Repair Service

September 7, 2005

October 6, 2005 - Consumer Follow-up Message:

I have sent you an e-mail recalling my complaint about 2 days after, as CANON had delivered my camera back. The service itself was impeccable it is

just poor communication on their side that caused this misunderstanding. Please remove or amend my complaint to give readers full info on the issue. Thanks,

Eugene

September 7, 2005:

Re: Canon EOS 20-D body serial#: 0720407666 I have purchased a Canon camera (EOS 20D) in February 2005, brand new, from the authorized dealer. Few months later I have discovered 2 problems with it: stuck pixel and front focusing. After a phone conversation with the tech support describing the symptoms I have been told that I need to send the camera for a warranty repair to their center in Jamesburg, NJ. I was a bit surprised that I have to pay for delivery (after all - this is the factory defect we are talking about) but there was nothing I can do about it. The Canon representative had assured me that in about 10 days I should have my camera back. He had also assured me that as soon as they receive it - I'll get a confirmation e-mail with the preliminary assessment of the problem and the repair. The package has been sent on Aug 28 and delivered (according to the UPS tracking info) on Aug 30, 2005 9:33 A.M. Signed for by : RHEEL Not getting any messages back from Canon, I have called on Friday, Sep 2 to check on the camera. The rep have told me that it could take up to 4 days for me to receive the confirmation e-mail. Today, Sep 7, eight days after they have signed for the package, I have called Canon USA again. This time the representative told me that the factory repair service is closed for the day and suggested I call tomorrow directly to factory service (long distance call, no tollfree option offered). Given that I have $1300 camera at stake I will probably have to see this ordeal through till the end. But so far I have cancelled my order for the additional Canon lens - as I am not sure that I want to stay with Canon. If this is what I have to go through (costs and hassle) to get a warranty repair for the defective merchandise (I hope the quality of the repair differs from the quality of service) - can you imagine what I will have to endure after warranty has expired? Sincerely,

Eugene

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Comment On This

To whom it concern / Management /Service

Complaint and 2nd return for a service on 14 April 2008.

As one of your clients I am truly disappointed with my Canon 40D digital camera that I have purchase in November 2007. By the end of February 2008 my brand new camera came to a standstill while I was doing a function – with a lot of embarrassment I could not finish my function that I was doing and everybody have seen that I use a Canon Product.

Well then that was not the end of my troubles. I bought the Canon 40D serial no: 0620307052 in the USA from B&H Photo Video – New York in November 07. When my Camera came to a standstill I was not help at all by Canon South Africa as I was told that I have no warrantee on the camera in South Africa. I have taken it to the Canon offices in Port Elizabeth – South Africa on request of B&H Photo Video after I contacted them and they asked me to take it to the closes Canon Office for repairs, because its only 3 month old and under warrantee.

Between the outsoars people that fix the camera and Canon Port Elizabeth I waited a month before I had my camera back. Please do not ask me how much money I had lost during the month that I had no camera (or replacement). I was also told that I had only 3 months guarantee on the work that was done to my camera. I have paid at the end cash up to R3500.00/ $470.00 out of my pocket to get the camera fixed.

As it stands now – I am not satisfied with the camera and the work that was done to it. I have it for more than a month now. With my first event that I have done – I found that the camera shoot very dark and the focus are behind the subject and not on the subject that I focus on. I have tried to solve the problem by making the exposure one stop lighter. I have tried all different metering points for the light meter and they are all looking the same. I first thought it was the lens (Sigma 18-200mm) but the lens came back from a service and recalibration in Japan and it is not the lens. This week I have done once again 2 big events and am not happy with the camera. All my photos are under expose and the focus is behind all the subjects. Ten during one of the last events I had a camera that has gone totally dead on me – 3 times. The only way was to take all the batteries out and switch every thing off and on again. It was not the case before the camera went in for the service. I need to use the camera with a flash to get normal exposure at the moment – please check with a Canon Speed light 580 ex 2.

Now to conclude – this week Friday the 18th of April 2008, I will need the camera, as I will go away to do work for the Eastern Cape Premier.

1. I am not going to except to wait for the camera again one month for service, like before and need it back by the 18th of April.

2. I am not going to pay a cent to have this problem sorted out as I have paid in the first place for a camera that is under warrantee and secondly expected to have a proper working camera.

3. I need this ASAP to be sorted out by management.

Thank you

Leon Hugo

Cell: +27 (0) 826748650

Tel/Fax: +27 (0) 413603454

E-Mail: info AT hugostudio.co.za