Very Frustrated with Canon Service!!

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Archive 2009 · Very Frustrated with Canon Service!!

Jun Zhou
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p.2 #1 · Very Frustrated with Canon Service!!

philbinley wrote:

I'm sorry...the way I typed that makes it seem that I sent them both back together. I sent the body back first for the AF update, and the lens a week later for front focusing issues. Both came back performing excellent.

Bill

I just did same thing, I sent my 1Dmk3 last Monday for AF checking and cleaning, and this Monday I sent 35L to Canon for front focus and center focus shift issue when wide open. lol... it never happened on my 5D2

Dec 15, 2009 at 07:28 PM

RCicala
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p.2 #2 · Very Frustrated with Canon Service!!

Old but a reasonable read: https://www.lensrentals.com/news/2008.12.22/this-lens-is-soft-and-other-myths

I'm responsible for several dozen copies of the 85 f1.2 and more than several dozen camera bodies to mount them on. I can tell you firsthand that every copy of the 85, mounted on half a dozen cameras, will backfocus on one, frontfocus on another, be perfect on a third, etc. Same thing if I take one camera and mount 6 different 85 f1.2s on it. The same is true with every other ultra-wide aperture prime lens in our inventory, from every manufacturer.

Every engineering spec is +/- something. Not "exactly here". Since your lens is able to be microfocus adjusted to sharpness, the standard check for specifications is probably going to come out 'within standard'.

That being said, you can help yourself a lot by giving the tech specifications when you send a lens in (I get 6 - 15 lenses a week repaired, they've taught me pretty well how to give them the information they need to fix it the way I want it fixed). In this case "lens is backfocusing" gets you a standard 'check for within spec'. Something more specific like "Lens requires -14 adjustment at 10 feet, but still backfocuses on more distant images" gives them much, much more information as to what needs to be corrected.

Edited on Dec 16, 2009 at 12:06 AM · View previous versions

Dec 15, 2009 at 10:19 PM

AGeoJO
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p.2 #3 · Very Frustrated with Canon Service!!

I have had a 35mm f/1.4L for 3-4 years that performed well previously and I took a lot of keepers. I thought I had a stellar copy and was happy with it. For whatever reasons, when I checked its AF with a newly acquired LensAlign system, I couldn't get that lens to focus within the tolerance of - 20 and all the sudden I started noticing that it showed quite a bit of fringing using LensAlign. I don't think I loaned that lens to anybody

. So, I dropped it off last week Wednesday at 3:00PM at the Irvine Service Center. They worked on it on Friday and shipped it back on Monday. The charge was $110 including CPS Gold discount and that included a free return shipping.

As of a few minutes ago and I received my 35mm f/1.4 back. I will have to wait to go home to check the AF accuracy using my LensAlign but for right now I just set that to 0 to take a few test shots. According to the repair sheet this is what they did: We have examined the product according to your request. The focus did not operate properly. Adjustments were carried out and product functions were confirmed. Other electrical adjustment, inspection, cleaning and mechanical adjustments were carried out.

Whatever they did worked beautifully. What a night and day difference in the performance! I am in love again with that lens

. Again, I am not trying to contradict the OP's situation but I have nothing but praises for the Canon Irvine Service Center

Dec 15, 2009 at 10:55 PM

MSC
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p.2 #4 · Very Frustrated with Canon Service!!

Did someone once say they have location in VA? I use NJ and know about CA but live in VA...would be sweet to do this live and in person.

Dec 15, 2009 at 11:01 PM

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p.2 #5 · Very Frustrated with Canon Service!!

MSC wrote:
Did someone once say they have location in VA? I use NJ and know about CA but live in VA...would be sweet to do this live and in person.

It is in Newport News.

Dec 15, 2009 at 11:03 PM

MSC
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p.2 #6 · Very Frustrated with Canon Service!!

jerrykur wrote:
MSC wrote:
Did someone once say they have location in VA? I use NJ and know about CA but live in VA...would be sweet to do this live and in person.

It is in Newport News.

Thanks...oh well, NJ is just about the same drive...UPS it will remain. Thanks for info.

Dec 15, 2009 at 11:07 PM

fotofraag
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p.2 #7 · Very Frustrated with Canon Service!!

Should I call them and complain? No waist of time. They won't listen unless you take an avocat.

Dec 15, 2009 at 11:56 PM

kodakeos
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p.2 #8 · Very Frustrated with Canon Service!!

Just dropped of my 24 TS-E for a stiff focus ring
and for the 2nd time, they had my lens done THE SAME DAY (Jamesburg office)
I even asked them if it was done before I left (had my sensor cleaned) and they laughed and said no. Course later that night, I checked the repair tracking and .. of course. its done... Gah!

Dec 16, 2009 at 05:08 AM

Ralph Thompson
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p.2 #9 · Very Frustrated with Canon Service!!

The Irvine crew has been awesome to me! I'm a CPS gold member. A couple weeks back, I got an Error-99 on my 1D3 on a Friday night football shoot. I sent them the body back on Saturday they got it on Monday turned it around in one day and I had it back on Wednesday for a big assignment on Saturday...

I have nothing but praise! I sent my 100-400 to them for a tune-up last fall (I really didn't use the lens that much anymore). They replaced some parts and returned it to me. It wasn't quite right and they took it back and paid the shipping. I then got an error code when using the lens they took it back again and repaired at no cost even though the problem wasn't related to the first repair....

Sometimes, just like your car, the shop can't get it right the first time. All you can ask is for them to stand behind their product and their work until everythiong works as it should. Canon has done this for me.

Dec 16, 2009 at 04:28 PM

ezlyf
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p.2 #10 · Very Frustrated with Canon Service!!

**Update**

Just got off the phone with Canon. After an exhausting 3 weeks of shipping my lens back and forth and now my body also, the repair has finally been finished and I'm just eagerly awaiting their arrival. Just my luck, all this had to happen during the busy holiday season.

The Canon service rep informed me that the notes on the repair stated that the auto focus module/box on the camera was off and needed electical adjustment. The note also stated that an electronic adjustment was made to the lens. I still can't believe my luck of purchasing two highly regarded products of Canon, both having random defects. I do take great care of my equipment but this certainly shakes up my confidence with Canon products.

I just hope the lens and body function well. I've missed out on a few jobs due to thier abscence.

Jan 04, 2010 at 05:32 PM

John P Mulgrew
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p.2 #11 · Very Frustrated with Canon Service!!

Shane, Newport News is the one they use for the MKIII AF fiasco so you probably would have to use NJ or CA.

Jan 04, 2010 at 07:22 PM

corndog
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p.2 #12 · Very Frustrated with Canon Service!!

I feel your pain!

http://www.fredmiranda.com/forum/topic/832675

Jan 04, 2010 at 07:57 PM

ohyeah
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p.2 #13 · Very Frustrated with Canon Service!!

garycoleman wrote:
Why did you pay for shipping? If you call canon they will send you a ups shipping label. That's what did they for me when I sent in my 7d and 70-200 each time.

Will they send a UPS label for the standard warranty (for the 7D in my case)? I called Canon and they told me I had to pay shipping and insurance to get the body to them for service.

Also, if I made the trip to Irvine with my 7D and all my lenses, does anyone know if they'd work on it that day? I think I'd rather do that than play ping-pong with the 7D and lenses, not to mention delays, shipping costs, frustration, chance of damage in shipping, etc.

Jan 04, 2010 at 09:44 PM

Jun Zhou
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p.2 #14 · Very Frustrated with Canon Service!!

ohyeah wrote:
garycoleman wrote:
Why did you pay for shipping? If you call canon they will send you a ups shipping label. That's what did they for me when I sent in my 7d and 70-200 each time.

Will they send a UPS label for the standard warranty (for the 7D in my case)? I called Canon and they told me I had to pay shipping and insurance to get the body to them for service.

Also, if I made the trip to Irvine with my 7D and all my lenses, does anyone know if they'd work on it that day? I think I'd rather do that than play ping-pong with the 7D and lenses, not to mention delays, shipping costs, frustration, chance of damage in shipping, etc.

If it is the first service, u have to pay shipping and insurance by urself.
After you receive the camera back, and u are not satisfy with the service, u call canon or email them, then they will email u a shipping lable.

Jan 04, 2010 at 09:52 PM

Jun Zhou
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p.2 #15 · Very Frustrated with Canon Service!!

ezlyf wrote:
**Update**

Just got off the phone with Canon. After an exhausting 3 weeks of shipping my lens back and forth and now my body also, the repair has finally been finished and I'm just eagerly awaiting their arrival. Just my luck, all this had to happen during the busy holiday season.

The Canon service rep informed me that the notes on the repair stated that the auto focus module/box on the camera was off and needed electical adjustment. The note also stated that an electronic adjustment was made to the lens. I still can't believe my luck of purchasing two highly regarded products of Canon, both having random defects. I do take great care of my equipment but this certainly shakes up my confidence with Canon products.

I just hope the lens and body function well. I've missed out on a few jobs due to thier abscence.

I just get back from Fedex office and this is my 4th time to ship the lens and camera to Canon in a month.

Jan 04, 2010 at 09:54 PM

PETE KOSSARAS
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p.2 #16 · Very Frustrated with Canon Service!!

Bottom line if it's still not right send it back. I had a 1DSMKII with 15 clicks on it and it had focusing issues, I had to send it back three times before they got it right. I feel your pain...

Jan 04, 2010 at 09:59 PM

ezlyf
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p.2 #17 · Very Frustrated with Canon Service!!

Well I just finished testing out my lens and body and what do you know, it still back focuses exactly by the same amount. This is so damn frustrating. I can't believe I'm going to had to send this out again! What the hell did they fix?

Jan 10, 2010 at 09:11 AM

Jun Zhou
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p.2 #18 · Very Frustrated with Canon Service!!

FYI：you can send lens and body to Canon at the same time, so they can take a look at both to figure whats wrong with their adjustment. Before I sent both, I had sent lens to Canon CPS 3 times, and they didnt fixed although they claimed they had found some issue and did electronic adjusustment. I was really pissed off by that 3 services, and I called and emailed Canon CPS again and asked them why it still had problem. they asked me to sent in both body and lens to let them check both, and they eventually did the job.

Jan 10, 2010 at 09:54 AM

Peter Figen
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p.2 #19 · Very Frustrated with Canon Service!!

I've had the same kind of frustrating service where it took Irvine five attempts to get a 24-70 working right - that after originally dropping it off for just a check. What was really screwed up was that the lens had only been used for testing the repairs between each repair and after the third repair, they claimed to have found defective or worn out parts that were the cause of the problem. Kinda strange that those weren't discovered until the third time around after essentially no use. On top of that, the lens required a +20 microadjust on one 1Ds3 and wouldn't even come into microadjust on the other. That's when I brought both camera and lens in together. What they apparently did was then leave the camera set to +20 and adjust the lens to be able to focus on that body, instead of zeroing out the body first. Finally after the fifth round, it's all good, but what a frustrating nightmare to get it right. Thankfully that's one lens that I almost never use, but at least I know that it's really good right now.

Jan 10, 2010 at 11:29 AM

kewlcanon
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p.2 #20 · Very Frustrated with Canon Service!!

I usually told them...hey I've bought this new wth I have to pay for shipping (I say it nicely of course

) and usually they'll give me a courtesy shipping label. If they don't, I hang up and call again

.

ohyeah wrote:
If it is the first service, u have to pay shipping and insurance by urself.
After you receive the camera back, and u are not satisfy with the service, u call canon or email them, then they will email u a shipping lable.

Jan 10, 2010 at 03:35 PM

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