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
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).
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?
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.
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.
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.
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.
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.
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.
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.
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.
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.
