Warning: This post is about to written by a very disgruntled Canon custom. If you don't want to read about my horrible Canon Customer Service experience, skip this post. For those of you interested in reading, here's a cute picture of my daughter Jubilee, to help sweeten this post.
Kenji (2 months) Jubilee (6 years)
I will try to make this as concise and clear as possible, without boring you to death, but there are some facts you need to know before I begin my rant.
April 2008 I purchased a 50mm 1.4 lens.
October 20, 2008 the auto-focus quits functioning. I send it in to the Canon repair factory. The service is great. They email me when it arrives, when the repair was accepted, when it was repaired and when they shipped it back. I ask about why the auto focus quit working, they say they don't know, and assure me there is no visible damage. It arrives back in my home, fixed, one week later. I am one happy customer.
February 23, 2009 the auto-focus quits functioning. I send it in for repair, two weeks later I have it back.
March 15, 2009 the auto-focus quits functioning (notice, less than three weeks have passed). Chuck talks to the people at Canon repair factory who assure him that if it comes back a third time they would go over it with a fine-toothed comb. If was was deemed unrepairable, they would send me a "refurbished" lens (let's not even talk about why I would want a "refurbished" one when the new one I bought doesn't function properly). This time we have no emails, no contact, until the lens arrives back.
May 12, 2009 auto-focus quits functioning during an infant baptism I am shooting. Back in for repair. Lens is gone for 3 weeks, with no communication unless I call Canon. On the phone I am told the lens has "impact damage" and it has been noted from the beginning. I inform the person that I asked specifically about damage to the lens and they said there was none. When Chuck calls, the person he speaks to says "there is no damage noted". As stated in my warranty and on every work order:
THIS WARRANTY IS TO BE FREE FROM DEFECTS IN WORKMANSHIP AND MATERIALS UNDER NORMAL USE FOR SIX MONTHS FROM SUCH A REPAIR. THIS REPAIR IS LIMITED TO REWORK (SAME FAILURE) ONLY, PROVIDED THIS EQUIPMENT AND THIS FORM ARE RETURNED TO CANON U.S.A, INC., SHIPPING COSTS PREPAID, WITH A DETAILED DESCRIPTION OF THE FAILURE.
This time the work order comes back with this written on the bottom:
THE PROBLEM NECESSITATING THE REPAIR IS NOT COVERED BY THE LIMITED WARRANTY FOR YOUR PRODUCT. ACCORDINGLY, THIS REPAIR IS BEING PROVIDED TO YOU AS A COURTESY ONLY, "AS IS" AND WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED...
Could someone please explain this to me, since none of the repairs lasted through the repair warranty?!
Chuck then began a dialogue with Canon Customer Service and informed them I would only be happy with a new lens and a new warranty. Clearly, my lens is a lemon.
June 12, 2009 auto-focus quits working. Chuck calls Canon, explains the situation and asks that the lens not be sent back.
We have both spent hours on the phone with Canon. I have been keeping my mouth shut, trusting Canon
to come through for me. Last week the woman I spoke to said "If all it's going to take to make you happy
is a new lens, I'll see what I can do. I've already checked on availability for this lens, and there is none". Huh?! I asked how long this would take resolve, she said give her a week.
Meanwhile, the lens came back and Chuck refused to accept it, sending it back to Canon.
Yesterday one week had passed, so I called the woman at Canon again. She informed me she was still waiting for information and couldn't do anything for me. I told her I needed to know if they were going to send me a new lens or not, because otherwise I was going to sell all of my Canon equipment and buy a Nikon. She said it was too bad I was pressuring her, because that meant she couldn't take the time to review the case properly and just had to say no. Despite the fact that no repair has lasted through the warranty, they are acting like they did me a huge favor repairing this last time and a have made it clear they will not repair it again.
So here's my dilemma, and I really want some opinions here. I don't think Nikon is a better product than Canon. The problem I have with Canon is their inability to admit my lens is faulty and give me new one. Our service has gotten worse and worse as this situation has progressed. I can't for the life of me figure out why they didn't deem the lens unrepairable months ago...like they told Chuck they would.
Now, it makes no sense to me to buy another 50mm 1.4 lens, and "hope" it works. And "hope" I get better customer service. So I feel like I am being forced to make a switch to Nikon. The problem is, I have no extra money to spend on camera equipment. If I sell my used camera and Speedlite, I'd be lucky to have enough left over to buy a decent used Nikon...and I'd still be out a nice lens (which I need for portraits) and a Speedlite.
Here are what I see as my options (and please leave a comment with your opinion):
1. Save up my money and buy a new Canon lens and hope it works.
2. Buy a cheaper Canon lens, and hope that works.
3. Sell all of my equipment, buy a used Nikon, and save up (again) for a Speedlite and lens.
4. Buy a cheaper Canon lens, start a "Buy Renee a New Camera Fund" and try to garner some paying customers to make enough money to then buy a Nikon. A one time only deal with a paid sitting fee and the images on a disk for a flat fee.
I feel like it would be completely foolish of me to stick with Canon. I live in fear of the time anything else goes out and I have to deal with "customer service" again.
I am so open to any other comments or suggestions.