Canon service in Irvine

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Archive 2007 · Canon service in Irvine

Ben Horne
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p.1 #1 · Canon service in Irvine

In the past, I've had nothing but positive remarks about Canon service in Irvine. I've had them repair many different items without charge, even though they were out of warranty. In the past couple weeks, I found that my 300mm 2.8 IS has been back focusing a bit. No biggie, I drove it up to Canon in Irvine for a service visit. The repair was handled without charge, no problems there. Yesterday, they shipped the lens back to me. It was super well packed --- oversize box, tons of plastic, and two layers deep of large bubble wrap. It focuses fine now, and is tack sharp. So where's the problem?

When I sent it in, the lens was in near mint condition. when I got it back, there are about 3 large paint chips on the bottom, as well as 2 areas with some VERY noticable scuffs. It looks like they clamped the lens in something for the service, and it scratched the hell out of it. Thanks canon. The Nikon D3 is looking really nice.

Edited by Ben Horne on Dec 11, 2007 at 11:36 PM GMT

Dec 08, 2007 at 10:18 PM

EltonTeng
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p.1 #2 · Canon service in Irvine

Is it even your lens?

Dec 08, 2007 at 10:21 PM

GeneO
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p.1 #3 · Canon service in Irvine

Ben,

I have used them a number of times lately and have had mixed results. My OOW 500/4 was fixed for back-focus (at my cost) but had some scratches on return. They fixed my OOW 400/5.6 gratis for front focus. They failed to fix the severe, eeasily reproducable, banding in my 1D Mark IIN under warranty. Sent it to NJ and they fixed it (basically replaced sensor assembly, PCG and FCB).

Gene

Dec 08, 2007 at 10:36 PM

Ben Horne
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p.1 #4 · Canon service in Irvine

EltonTeng wrote:
Is it even your lens?

That is the first thing I checked -- same serial #

Edited by Ben Horne on Dec 09, 2007 at 02:52 AM GMT

Dec 08, 2007 at 10:41 PM

Ben Horne
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p.1 #5 · Canon service in Irvine

Here is a photo of the lens taken with a P&S. The circles represent wear that was not there when I sent it in.

Dec 08, 2007 at 10:45 PM

Markuson
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p.1 #6 · Canon service in Irvine

Ben Horne wrote:
In the past, I've had nothing but positive remarks about Canon service in Irvine. I've had them repair many different items without charge, even though they were out of warranty. In the past couple weeks, I found that my 300mm 2.8 IS has been back focusing a bit. No biggie, I drove it up to Canon in Irvine for a service visit. The repair was handled without charge, no problems there. Yesterday, they shipped the lens back to me. It was super well packed --- oversize box, tons of plastic, and two layers deep of large bubble wrap. It focuses fine now, and is tack sharp. So where's the problem?

When I sent it in, the lens was in near mint condition. when I got it back, there are about 3 large paint chips on the bottom, as well as 2 areas with some VERY noticable scuffs. It looks like they clamped the lens in something for the service, and it scratched the hell out of it. Thanks canon. The Nikon D3 is looking really nice.

Wow. I guess the new procedure will be...to take a photo of each lens while sitting on their front counter at Irvine...showing their receptionist holding today's newspaper (with date)...and your lens in clear view from several angles... THEN (and apparently ONLY then) can you leave the lens in their care.

Truly astounding.

We can only assume that if they similarly dented a car in a parking lot...they'd leave no note for the owner?

Nice.

Dec 08, 2007 at 10:51 PM

Ben Horne
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p.1 #7 · Canon service in Irvine

Here is a before shot of the same area. Note that a tripod ring is mounted in the before shot.

Dec 08, 2007 at 10:51 PM

Markuson
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p.1 #8 · Canon service in Irvine

Ben Horne wrote:
Here is a before shot of the same area. Note that a tripod ring is mounted in the before shot.

I assume you've contacted Irvine and shown these to them??
They should bend over backwards to remedy this...

Dec 08, 2007 at 10:55 PM

Jammy Straub
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p.1 #9 · Canon service in Irvine

I hope you brought this to their attention before you posted this here and have given them a chance to make it up to you? I would imagine they would go out of their way to repair any damage they did.

What has their response been?

Dec 08, 2007 at 10:55 PM

Ben Horne
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p.1 #10 · Canon service in Irvine

I have not yet contacted them since I would prefer to do so in person. I'm driving it up to the service center again on Monday (my next chance to). If I had done the damage to it, that is fine with me, I'll wear it with a badge of honor. However, if someone else does it, that's a different story.

Dec 08, 2007 at 11:40 PM

Corvus667
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p.1 #11 · Canon service in Irvine

He should inform us (more importantly me) before seeing if Canon does what they should do. Canon shouldn't have done it in the first place! Now we know to take photos of our stuff before sending it in to the Canon monkeys. I am more and more sorry I switched from Nikon three years ago. My one month old 85L is starting to back focus and thanks to Ben I will shoot it before sending it.

Dec 08, 2007 at 11:43 PM

PetKal
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p.1 #12 · Canon service in Irvine

Ben Horne wrote:
I have not yet contacted them since I would prefer to do so in person. I'm driving it up to the service center again on Monday (my next chance to). If I had done the damage to it, that is fine with me, I'll wear it with a badge of honor. However, if someone else does it, that's a different story.

Ben, that sorta careless handling of serviced items does not look good on Canon.

Please keep us posted on the outcome.

Dec 08, 2007 at 11:51 PM

gml1
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p.1 #13 · Canon service in Irvine

Sorry to hear about your experience with the Irvine facility.
I had a very positive experience with them last week. My 300/4L was front-focusing, so I sent the lens for calibration. They received it on Wednesday and I got it back fixed on Monday.

Dec 09, 2007 at 04:24 AM

Mark Sisco
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p.1 #14 · Canon service in Irvine

Hate to hear this. I had a problem with Jamesburg that took MONTHS to get addressed/fixed. I thought they were never going to get my lens fixed correctly. Aside from the original problem, they scratched my camera body in a couple of places. Nothing as invasive as what your lens encountered, but enough for me to wonder how poorly they treat equipment.

I was dead set on shipping cross country to Irvine the next time I need a repair, but this report is discouraging.

Ben - hope you get it all taken care of when you pay them a visit.

Dec 09, 2007 at 04:43 AM

Dave Jr
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p.1 #15 · Canon service in Irvine

I'll be interested to see Canon's response on this.

Dec 09, 2007 at 04:57 AM

gvg45
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p.1 #16 · Canon service in Irvine

Not really what I want to hear.

I dropped off my 40D, 17-55, & 70-200 f/4IS on Thursday.....

Dec 09, 2007 at 08:37 AM

CSX700
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p.1 #17 · Canon service in Irvine

wow, they really scraped the hell out of your lens. Not sure what they could do in that case outside of either repainting the lens barrel or replacing it. You should definitely be compensated in some manor that you approve of for this damage they caused. Raise as much hell as it takes until you come out with the results that you want.
I was planning to send my 4 year old 100-400L in for a cleaning and tune up here in the near future and do believe I will be avoiding Irvine for this service call.

Bryan Jones
Brooks,KY

Dec 09, 2007 at 10:38 AM

UA935
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p.1 #18 · Canon service in Irvine

Here in the UK my first 24-105 had to go to Canon in Elstree as the left hand side of the image was soft beyond belief.

When the lens came back it had a nice scratch right down the lens body as if the tech had slipped with a screw driver. Lens was only a week old.

I complained and they replaced the lens with a new one but seriously the really need to take care of other peoples property.

Dec 09, 2007 at 12:38 PM

EOS up North
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p.1 #19 · Canon service in Irvine

Wow, sorry to hear of your misfortune. If you saw my post from a few weeks ago you know that I recently had a VERY positive experience with Irvine. From my (limited) experience with them, I expect that they will bend over backwards to satisfy you. I think the ability to walk in and talk to a live person face to face helps allot too. When I was there, the Service Rep made it absolutely clear that Canon guarantees your equipment will be returned to you in the same or better condition as when it was received. I guess we'll see how far they will go to stand behind that statement. Having before and after pics sure helps too! Keep us posted.

Dec 09, 2007 at 07:54 PM

slin100
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p.1 #20 · Canon service in Irvine

It's a shame what happened to your lens. I hope this isn't a sign of declining service at Irvine. The Irvine service center is regarded by many as one of the better ones in the U.S.

Dec 10, 2007 at 05:51 PM

bcaslis
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p.1 #21 · Canon service in Irvine

Boy, am I sweating now! I sent them a 1D Mark III and three lenses for calibration. Been two weeks and nothing sent back yet.

Dec 10, 2007 at 05:55 PM

carlsbadbum
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p.1 #22 · Canon service in Irvine

That's bad, I don't think touch up paint will help. This is just carelessness, I would request of a free repair. Irvine has be good to me, hopefully they get their act together.

Dec 10, 2007 at 06:24 PM

EB-1
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p.1 #23 · Canon service in Irvine

I've had bad experiences with NJ and now use Irvine. So far, so good.

EB

Dec 10, 2007 at 06:48 PM

boomer719
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p.1 #24 · Canon service in Irvine

gvg45 wrote:
Not really what I want to hear.

I dropped off my 40D, 17-55, & 70-200 f/4IS on Thursday.....

How funny!! I saw you there, or at least someone dropping off the same kit.....are you from RB?

Anyway, Irvine has taken excellent care of me for the last 8 years. FIlm, video and digital. As a matter of fact, they did a stellar job repairing a GL2 I dropped last August.

Dec 11, 2007 at 02:56 AM

Jon Buder
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p.1 #25 · Canon service in Irvine

Am I alone in thinking that scratch marks (and even a dent or two, and some brassing if it's a body) give a piece of equipment character, and make it look like the owner actually uses it?

At the same time, I'm slightly concerned about how they must have been treating the lens, since that paint doesn't really come off that easily.

Dec 11, 2007 at 03:31 AM


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