I enjoyed significant angst as a result of reading numerous posts about negatives experiences forum members encountered with Canon's factory (warranty) service. So I wanted to post my own experience in case some else finds him- or herself suddenly in need of warranty service - and might appreciate a reduction int he horror inherent in the experience.
So, about four or five shots into the family group-shot on Christmas eve, my 40D began displaying "Err 99." I cleaned the lens contacts, switched lenses, switched batteries, tried another CF card, removed the grip - no dice. Curiously, I was able to shoot in Live View mode without a problem.
I got through to a human at Canon's call center in Virginia fairly quickly on 12/26. After reviewing matters, he agreed that my camera needed work, and that since the body was purchased less than a year earlier, the work should be under warranty.
It cost me almost $20 to ship my 40D in a box embedded in bubble wrap by USPS Registered Priority Mail. It arrived two days later on 12/29 - and here's where my angst began to climb. Somehow, I forgot to actually enclose copies of the purchase receipt - documentation necessary to demonstrate that the warranty still applies. So, I called - and learned that Canon's repair center in Jamesburg was a few days behind in opening/logging in cameras. By Wednesday, the camera had been found, and, per instructions from a lady named Tyree in VA, I faxed the documentation a second time. She assured me that: (a) they try to prioritize repair of the EOS-line cameras; (b) she would make sure the documentation got routed to Jamesburg; and (c) the repair would probably take 5-7 business days.
Friday afternoon, 1/2/2009, a FedEx doortag was hanging on my front door. It was my camera. The eyecup I had forgotten to remove was still attached, and the slip indicated that the C-MOS and shutter assembly had been replaced, firmware updated, and sensor cleaned. And my beloved 40D seems to be good as new.
Now, I realize that the camera could very easily fail on me tomorrow or the next day - probably in the middle of another fairly important shoot. But the bottom line here is that the camera was returned by overnight FedEx during a holiday week four (4) days after it arrived at the facility.
I spend a lot of time criticizing service providers. I have to say it feels really good to encounter one that actually exceeded both my expectations and the level of service they promised.
Good story! I've only had one bad experience out of many over the last four years with Canon and thanks for sharing. It is true that forums tend to highlight the bad.
