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Unprofessional Canon professional services

Dear LS fellows,

I am completely upset by Canon’s guarantee services. I am feeling fooled by this so called professional commitment that the company was supposed to have with professional photographers.

My US$ 4,000.00, six months and 6,200 shutter cycles Mark II N simply doesn’t work anymore. Error 99 the camera says. But ok, it’s only a machine, and sometimes machines break. The problem was, when I tried to repair my camera, an still unfinished nightmare had started.

Right now I am travelling on assigment in Europe and, unfortunately, my US$ 4,000.00 Mark II N decided to stop working properly. An Error 99 message appears, aparently caused by an electrical malfunction in the shutter, as said by a Canon Europe technician in Portugal. My problems, and the reason of this complain, started when I contacted Canon, searching for repair services in my bad-constructed camera. In Europe, I was said that nothing could be done unless I had all the purchase and guarantee papers, as the camera couldn’t be identified by its serial number. Honestly, I have a lot of bigger concerns than carrying these papers with me everytime I am on assignment. Carrying these papers means that I expect that my equipment breaks, and if I expect that my equipment breaks I will not carry these papers, but I will change my equipment choice.

Than I contacted Canon Brazil, once I am coming back home next week. What was my surprise when I was said that, once I bought my camera in USA, I don’t have guarantee repair services in Brazil. OK, I know how things in Brazil work. I argued with Canon Brazil and I said that I would present a formal complain against Brazilian services.

Then I called Canon USA and, for my biggest surprise, I was told exactly the same story: if I bought the camera in USA, only in USA I will have guarantee repair services. It means that I will loose a lot of time shipping my camera, a time that I don’t have, once it is expected that I need this camera to work with. But the story got worse: I can deliver my camera to the States for repair, and the repair will be done, but Canon can’t ship me back the camera once I live in Brazil. In other words, I can’t count on the guarantee services even in USA, the country where I bought the camera.

I am a professional photographer, and as a professional photographer I am suposed to travel the world with my camera and come back home with my images. For this reason I chose a professional camera from a professional brand: because I need to expect from my equipment the same trustfullness that my clients expect from me.

I am very disappointed with Canon services and I would kindly ask Canon that, the next time they put an advertisement in the pages of a photo magazine, please exclude the word “professional” from it. It’s completely untrue.

Sorry for bothering you, guys, but I had to make this problem public. We spend a lot of money (and energy, effort, passion,…) in photography and, simply, we can’t be treated like that by a photography company.

anderson schneider
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by Anderson Schneider at 2006-09-20 09:33:29 UTC (ed. Mar 12 2008 ) Brasilia , Brazil | Bookmark | | Report spam→

I used to get Error 99 on one of my 20Ds, but only with one particular lens. I ditched the lens and haven’t had the problem since.

As far as I know, none of the camera manufacturers have “international” warranties (maybe I’m wrong). I too buy my cameras in the US, but on the very rare occasion I’ve had trouble, I just wait til I go back to the US to have them fixed. Until then, I rely on my backups. Just the price we pay for not buying our cameras in our country of residence.

by David Honl | 20 Sep 2006 10:09 | Istanbul, Turkey | | Report spam→
Well I dont know what to say, I had a problem with my MarkII, the shutter imploded during fashion week earlier in the year… most probably from me shooting way too many pics but I ran into the canon service center here in Tokyo and handed them the camera and picked up a replacement body to use while mine was being repared. They never asked me for my warantee card, just took my word that the camera was less than a year old. When I went back to pick up my repaired camera they never asked me for a cent. The young guy behind the counter actually offered his sincere appologies that the camera had ever failed me. I guess that dealing directly with the company and not one of their wholesalers is a completely different game.

by [former member] | 20 Sep 2006 10:09 | Tokyo, Japan | | Report spam→
I know you won’t like this reply.
Sorry, but it needs to be said.
When don’t buy a camera in your ‘home’ country you are taking a big chance with the warranty.
You probably saved some money buying USA.
You are a professional, right? You should just go ahead and stop messing around and PAY to get it fixed. Just fix it and carry on. You are not some amateur out on holiday.
Yes, Canon could have been more helpful. I think you’re stuck.
Best of luck to you.

by John Robert Fulton Jr. | 20 Sep 2006 11:09 | Fort Worth, Texas, United States | | Report spam→
Also I’d like to point out that Canon Professional Services endevour to help Canon pro’s all over the World to the best of their ability and normally free of charge. Having trouble with your warranty because you bought the Camera in the US has nothing to do with Canon Professional Services and the service they offer Pro’s around the World. It is a totally separate issue relating to the legal limitations of the Warranty on the product that you purchased.

by Paul Lewis | 20 Sep 2006 12:09 | Amsterdam, Netherlands | | Report spam→
If you register for CPS, I think you’ll be able to avoid these problems. I had some gear fail on a trip and CPS here in Montreal gave me loaners until they repaired everything. There was no charge and they were really cool about it. Sorry to hear you’re having trouble. Cheers, Liam. Oh and by the way, your “Individuals” project is really exceptional.

by Liam Maloney | 20 Sep 2006 13:09 (ed. Sep 20 2006) | Montreal, QC, Canada | | Report spam→
Hey guys, I am very upset with it and don’t want to extend it anymore. Although, I have some issues to clear:

1. At first, due to my poor english, I was not as clear as I should about the “unprofessional canon professional services”. When I said that, I was not refering to the CPS services at all, but I was just making a reference to the Canon’s attempt in positioning itself in the market as a professional choice for professional photographers. I was trying to say that Canon markets itself as a professional choice, but its services – the regular services – are absolutely not professional. Actually, I only noticed that I ‘ve made an accidental reference to CPS after Paul Lewis’ post. I am sorry Paul.

I reafirm everything I said, but I would like also to apologise for involving the CPS unit in this question. As I don’t live in Europe and as in Brazil there is not a CPS, I unfortunately can not count on its services.

2. Dear Fulton Jr, I really don’t need lecturing about what means to be a professional. Of course I will pay and move on, but considering that I’ve already paid 4000.00, I will not do it without complaining first. And about buying a camera in my home country, give me a break. You really don’t have any idea of what you are talking about….

Cheers,

anderson

by Anderson Schneider | 20 Sep 2006 20:09 | Brasilia, Brazil | | Report spam→
Anderson,
I am sorry to hear about your troubles…we don’t know each other…but I just wanted to congratulate you on your OUTSTANDING work on the lepers in Brazil that was showed in Perpignan 2 weeks ago!! It was easily one of the best presentations of the whole week, many people told me afterwards they felt the same. Keep up the good work, I am looking forward to seeing more of your work very soon!
Bruno

by [former member] | 20 Sep 2006 20:09 | Beirut, Lebanon | | Report spam→
Samet thing with NIKON. I solved all my problems purchasing a Mack Camera Warranty. You pay for the repair and then the Warranty company send you a check. Well, all cameras services (Nikon or Canon) sucks and is the same thing with nikon: the warranty doesn’t work overseas, I mean, if you purchase your camera in USA.

by [former member] | 20 Sep 2006 21:09 | Santiago, Chile | | Report spam→
Hi, I’m staying Vietnam, but I bought my 1D Mark II N in Singapore, Cathay Photo store on my magazine assignments in there. 3 days after bought it, I came back to Hochiminh city, Vietnam, and found that my new 1D MKIIN camera had problem in firewire 1394. I’d contacted Canon Vietnam Office in Hochiminh city and also email to Cathay and Canon Singapore. Right after , Mr. Roland Poon (from Canon Singapore) and Mr. Quan Tran (Canon Vietnam) sent me emails for supports and then asked me bring my 1MK2N to Canon Vietnam Office for checking and gave me other 1DMark II for using temporary while my camera is on checking. 2 days later, I was replaced with other perfect 1DMKII N, and it worked perfectly. I’m sorry about your problems but I think my experiences with Canon Service in Vietnam and Canon in Sigapore are very good support for PJs who always travel a lot.

Hope your camera baby will be solved soon.

Nhat Le.

by Le Quang Nhat | 21 Sep 2006 10:09 | HoChiMinh city, Vietnam | | Report spam→
I don’t really understand the ‘professional’ or ‘unprofessional’ argument here…I mean come on……..and as for CPS, well, it maybe based in Europe, but it doesn’t seem to matter WHERE you are, once you are registered with them, they REALLY look after you…I’ve never heard a bad word……….and as for alternatives to er ‘unprofessional Canon’, well, errrrrrrrr…….?…..All I can say is Leica are WAY worse, believe me…..!

by Steve Coleman | 21 Sep 2006 11:09 | Bangkok, Thailand | | Report spam→


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Participants

Anderson Schneider, Photojournalist Anderson Schneider
Photojournalist
Brasilia , Brazil ( BSB )
David Honl, photographer David Honl
photographer
Bali , Indonesia
John Robert Fulton Jr., Photographs John Robert Fulton Jr.
Photographs
Spring Lake, Michigan , United States
Paul Lewis, Paul Lewis
Amsterdam , Netherlands
Liam Maloney, Photojournalist Liam Maloney
Photojournalist
Beirut , Lebanon
Le Quang Nhat, Freelance photographer Le Quang Nhat
Freelance photographer
Ho Chi Minh City , Vietnam
Steve Coleman, BookDesigner|Photographer Steve Coleman
BookDesigner|Photographer
Bangkok , Thailand


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