p.1 #1 · Sent my Canon 1d Mark II N for shutter repair came back with scratch Low Pass Filter
3 months ago I sent my 1d Mark II N for a shutter repair at Irvine Canon Center. It went in with a failed shutter replacement. A couple of weeks later I received an email saying that my low pass filter was scratched and need to be replaced. I didn't believe so because I inspected my camera images before I sent it off. I had a few exchange conversation with the supervisor in Customer Service. He said the scratches was there before I sent it in and maybe the failed shutter caused them. I refused the repair order and they sent my camera back with no repair done.
Camera was sealed with cap and bubble wrap when I shipped it.
Am I missing something here?
I have attached a few pictures of my last frames before I sent it in and after. Any advice input to proceed would be helpful.
BEFORE
AFTER
If you missed it I shot this frame on white paper.
Original Image after shutter failed
Over Layed with AFTER camera was returned from Canon Repair Center with scratched sensor.
p.1 #2 · Sent my Canon 1d Mark II N for shutter repair came back with scratch Low Pass Filter
So, you are saying that sequentially, you have numbered photos from right before you sent the body in that show now marks, and they next sequential photos show the marks after being in Canon's possession?
If that is the case, make a CD with those images and a letter explaining the situation proving the marks happened while at Canon. Canon should then take care of the problem for you. Don't waste time -- return the body right away with the CD and cover letter.
p.1 #4 · Sent my Canon 1d Mark II N for shutter repair came back with scratch Low Pass Filter
I do have the sequence and photo data available. I assume Canon would had recorded and documented how many shutter count was on the camera when they received the camera. I think it is quite obvious but the question is how is Canon going to handle this. The customer supervisor was very rude about this last time we talked. He question how would I know how many shutter count is on my camera because only Canon has special software to determine shutter counts.
p.1 #6 · Sent my Canon 1d Mark II N for shutter repair came back with scratch Low Pass Filter
They have a department at corporate that deals with these problems. You must call back and escalate the matter. You should then be contacted by corporate and they will assign a person just to your case. You then get daily updates from this person until it is settled.
p.1 #8 · Sent my Canon 1d Mark II N for shutter repair came back with scratch Low Pass Filter
I sent a lens to Canon New Jersey with an intermittent problem which they repaired, well attempted to repair. They never could replicate the problem that appeared only in cold weather and took my word (and images) as proof. After three attempts to repair, they sent me a new lens for replacement of my 18 month old one. Canon will do right with you, you just have to be persistent and work with them. Good luck!
p.1 #9 · Sent my Canon 1d Mark II N for shutter repair came back with scratch Low Pass Filter
Thanks for the reply everyone.
I contacted Service Customer Service today and again I was patched through to another standoffish supervisor. He said for me to send it back with my images and explanation. Will keep you guys posted, thanks.
p.1 #10 · Sent my Canon 1d Mark II N for shutter repair came back with scratch Low Pass Filter
I had a bad first experience when I had to send my original 1D in for service early in 2002 shortly after I purchased it. The supervisor who I dealt with retired shortly after I sent my camera in. That supervisor told me I had a corroded sensor and it would not be covered under warranty. After paying 5 grand for a camera that was less than 2 months old I questioned how that could be. So after arguing with the supervisor I called the dealer I bought it from.
My dealer told me to refuse the repair and have the camera returned. The dealer got the local Canon Rep involved the day I called them and I had a new 1D on my porch the next morning. Of course I returned the one I sent in for repair back to the dealer as soon as I got it back.
Since that initial experience, the service I have received from Canon has been Stellar. Of course I purchased a lot more equipment from my dealer and continue to do business with them today.
What I am trying to say is that you should not give up. Stay calm but maintain your position especially if you have proof. If you still get nowhere, find out who to call at the Canon home office in the US. If that means calling the east coast then do it and get someone at headquarters in the us involved.
