ComplaintsforCanon Service Center

• Initial Complaint

  02/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  In the month of December 2022 I spoke to a CTS agent and explained that I was having a problem because the files that were coming out of my 5ds were very slow to download. I’ve been shooting with a 5ds since 20*6 so I know how long the files take to download. I further explained that I had double checked the problem with 2 card readers, 2 hard drives, 2 computers and an sd as well as cf card from the same camera. He explained that I could send the camera in and they would check it out and if nothing was wrong it would just get sent back. So I sent my camera in explaining that I didn’t know if anything was wrong with it at all and everything else I just mentioned and I got an estimate back for $*** for parts and labor. I had about *0 or *5 exchanges with Canon trying to figure out what parts and labor I was being charged with. No one could tell me ANYTHING. When I asked to speak to a factory service center person which I have done several times over the past *5 years, I was told it wasn’t possible and that I should just call a CPS agent and they could explain it to me. Well I called about 3 times and each time no one could tell me anything about what was going to be done. One agent went so far as to tell me that I shouldn’t have sent my camera in and it probably hadn’t even been looked at. Finally someone told me to send in my sd card. I did. No one even confirmed getting it. When I finally emailed to verify it had arrived I was told no one would look at it unless I paid $*** or upgraded my membership. I finally broke down and upgraded my membership out of pure frustration. Then I was told that no one would even look at my camera or card until they came in on Monday. But then by 7:58AM on Monday I received an email that my camera was shipping back to me. I don’t understand why I was told no one would look at it but then by 7:58am I was already getting my camera back. I also don’t understand why before formatting the card they didn’t try downloading the files that were already on there which is why I sent the card in the first place.

  Business response

  02/01/2023

  Dear ***.
  
  I have asked the CPS coordinator at the FSC to reach out to the customer.
  
  As always, we appreciate the opportunity to address our customer's concerns.
  
  
  Sincerely,
  
   
  Canon Customer Relations
  Canon USA

  Customer response

  02/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: no one ever contacted me.
  
  Sincerely,
  
  ****** ***

  Business response

  04/27/2023

  There we not points to address.

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