Although I'm sure its not the first of its kind this is the first preemptive announcement I've seen like this from a camera company. I think it says a lot about their commitment to their customers:

~~~~~~

Thank you for using Canon products.

We have discovered that if certain XH G1/XH A1 and XH G1S/XH A1S professional camcorders are repeatedly held by the grip belt for long periods of time during shooting, there is a possibility that the grip belt cover that attaches the grip belt may crack.

Therefore, to allow our customers to continue using our products with greater assurance, we will replace the grip belt cover of affected products described below with one that has enhanced strength. This service is a preventative measure and will be performed free of charge upon request.

We would like to offer our sincere apologies to users who have been inconvenienced by this issue. Canon will continue to strive to provide our customers with high quality products that can be used with confidence. Thank you for your kind understanding.

Phenomenon:
If the camcorders are repeatedly held by the grip belt for long periods of shooting, the grip belt base that fixes the grip belt may become cracked.

Affected Products:
XH G1/XH A1 and XH G1S/XH A1S Professional Camcorders

Camcorders with the following serial numbers are affected.
* The serial number is printed on the product label at the bottom of the camera.

Affected Units:
XH G1/XH A1: All units
XH G1S/XH A1S: ****** 0 ***** to ****** 1 *****
(Units whose seventh digit of the serial number is 0 or 1.)

However, please note that the XH G1S and XH A1S camcorders with the following conditions are not affected by this phenomenon.

1. If there is a black dot above the serial number on the product label of the camera.

2. If the seventh digit of the serial number is 2 or higher.

3. If the shape of the grip belt base is the same as shown in the following image of the countermeasured one.

Thread title changed to reflect entire XH line (not just the XH A1). Made it a sticky. Thanks Joel,

Sorry for my ignorance, but what is the "grip belt?" Are they referring to the handle on the top of the camera?

Sorry for my ignorance, but what is the "grip belt?" Are they referring to the handle on the top of the camera?

From the instruction manual:

Wow. I'd been tracking this issue for a while to see if it would become a bigger problem. Nice to know that Canon isn't playing a "wait and see if it turns into a big problem game".

Joel, was this posted on their website? Did it have any contact info for how to go about getting the replacement done?

Thanks a bunch. Now I won't have to be worrying about it when I'm out shooting with my XH A1.

-Garrett

That was sent to me as an email this morning. Here is the contact information that was at the bottom:

Contact Information for Inquiries:
Canon Customer Support Center
Hours: Monday - Friday 8:00 a.m. - 12:00 midnight. ET,
Saturday 10:00 a.m. - 8 p.m., excluding holidays
Phone: 1-800-OK-CANON (toll free)
1-800-652-2666
TTD: 1-866-251-3752 (toll free)
E-mail: carecenter@cits.canon.com
For additional support options: Support - Canon USA Consumer Products (http://www.usa.canon.com/support)


Wow. I'd been tracking this issue for a while to see if it would become a bigger problem. Nice to know that Canon isn't playing a "wait and see if it turns into a big problem game".

Joel, was this posted on their website? Did it have any contact info for how to go about getting the replacement done?

Thanks a bunch. Now I won't have to be worrying about it when I'm out shooting with my XH A1.

-Garrett

I received an e-mail from Canon yesterday notifying me to bring my XH-A1 and certain models of A1s in for a fix. I have seen this defect commented on some time ago here in these forums. They claim that the front connector for the hand grip could crack from stress and they will replace it free of charge with a new one. it looks like the whole plastic side piece of the camera must be replaced. I am planning to bring it Jamesburg, NJ service center today or Monday.

I also got this e-mail, I am glad they decided to fix the issue. I would hate for it to break on me at random or while my camera is hanging over a cliff....

Anyone know the turnaround time for the fix? October is fairly open for me, but I only have a small gap that I can send it out before I need it again.

This is good news.
Just send a email to Canon Nederland if they where planning to make the same offer.

This is good news.
Just send a email to Canon Nederland if they where planning to make the same offer.

Hello Ann

Already an answer. Please report this on this forum,
Thanks
Wil

As soon as i get an answer i will post.

I got a reply and it seems Canon did not send a email to customers but make an announcement on the Internet.

Ondersteuning voor consumentenproducten (http://www.canon.nl/Support/Consumer_Products/products/camcorders/Digital/HDV_series/XH_A1S.aspx?type=important&faqtcmuri=tcm:16-681427)

Sorry folks this one is in Dutch.

I received an e-mail from Canon yesterday notifying me to bring my XH-A1 and certain models of A1s in for a fix. I have seen this defect commented on some time ago here in these forums. They claim that the front connector for the hand grip could crack from stress and they will replace it free of charge with a new one. it looks like the whole plastic side piece of the camera must be replaced. I am planning to bring it Jamesburg, NJ service center today or Monday.

I picked up the camera this morning. They replaced the side cover and the grip belt. Did a lens cleaning and overall camera check for good operation. Three day walk-in turnaround time.

There's an announcement on the Canon UK website also:
Consumer Products Support (http://www.canon.co.uk/Support/System/Search.aspx?TcmUri=tcm:14-681427&SearchType=3)
I found it with a search for XH-A1 but the article is titled "FAQ: The grip belt base may break off"

After giving info about the serial numbers affected and where to find yours it says:

"Answer:

Support:

To ensure our products meet the best quality, the grip belt base has been strengthened. If you own one of these affected camcorders and want to have a modified grip belt base, you are offered to have this change free of charge.

Please contact one of our authorized repair facilities to have your grip belt base replaced.

I finally found info on this problem on the Canon Canada site, and their only comment was to call Customer Service (1-800-652-2666). Once I finally got through to them, the guy on the phone had no idea what I was talking about and tried to get confirmation of my serial number to make sure it was covered (ALL A1 units are included, and certain A1S units, I have an A1!) He then told me I had to visit another website to get info on how to send it to their repair place near Toronto. When I asked if there was anywhere in Calgary that could fix it, he said no, there was only the 1 location in Canada. Who knows how long that would take, or cost me to ship, and I am pretty busy, so I will not be getting mine replaced. I usually stick with a tripod anyway.

I checked here in the states for the nearest repair place and it came up with California or New Jersey. I'm with you I'm guessing the cost of shipping it would be to much to make it worth it. I might call to see if there is anyplace closer to Minnesota that could fix it seeing I'd hate to have it break while shooting and have the camera damaged

Maybe we could just round up all the A1s in MN and ship em in a crate. :)

I am up for that! Sheesh! Thats alot of cash to send in one camera, and they want it insured and tracked and a whole lot of costly things... I would much rather get a flat rate box from USPS and send it like that!

yeah that would be nice. it would be even better if they had a place closer that could fix them. too bad they won't pay for shipping to get it fixed. I do a lot of hand held shooting and now I'm kind of worried about the thing breaking but really don't want to spend the money to ship it to them. We should check to see if there is anything else we could do. Maybe they could just send us the piece

Are you having to pay to ship yours in? I contacted canon's customer support (web chat) and they started a work order for me and emailed me a shipping label, standard shipping via UPS I believe. I sent my XH A1 in the week of December 14th (forgot what day exactly) and they revived it on the 22nd. They finished it up yesterday and send it back via Fedex priority overnight and I got it this morning. It didnt cost me anything since I already had a box and some packing peanuts.

It also looks like they did a maintenance check on it and aligned the tape transport on it. I'm also in Arkansas and they had it shipped to New Jersey.

I'll have to contact them. If it's free shipping I can do without my camera for a little while if it doesn't cost me anything to ship it

Maybe I should hurry up and shoot a bunch of tapes, so maybe I can get a nice free head cleaning? All kidding aside, that really is the kind of going the extra mile sort of customer care that will definitely help make sure I don't overlook Canon when it comes time to shop for a camcorder. I sure hope they come out with a 3-1/3" CMOS AVCHD camcorder this spring, that's as much a nice little leap forward for AVCHD cams, as the XH-A1 was for HDV cams a few years back, when it was introduced.

I just got off the phone with Canon. Guess I shouldn't have jumped to conclusions that I'd have to pay to ship it to them. They'll be sending me shipping instructions and a shipping label so all I have to do is find a box. They said it normally takes about a week and a half to two weeks to get done.

Maybe I jumped to conclusions too. I'm going to have another look and see if Canon Canada is as nice. The guy I talked to on the phone didn't have a clue as to what was going on.

I contacted Canon about the recall, but all I got was the box for shipping it back. I called them again, and they said they would send me a pre-paid shipper label. Maybe someone forgot to include it with the box when they shipped it, or maybe I accidentally threw it away.

Regardless, they are covering shipping for the recall.

Hi All,

I dropped off my XHA1 this morning at the Canon Canada in Toronto and they agreed to change the handgrip for me free of charge. I should have it next week.
Will keep you guys posted.

Matthew

Hi All,

Just to let you all know that I picked up my XHA1 yeasterday from Canon here in Toronto and did replace the hand grip part to a new durable one.
Great thanks to Mike and Nike at Canon Canada.


Matthew

2. If the seventh digit of the serial number is 2 or higher.

Phewwww. Not that they would have fixed mine, as I ordered mine from an onlineshop and they imported it from HK.

Interesting, as a tech that works on these camcorders on a daily basis it's pretty rear to get one of these in with that area of the camera damaged unless it's been dropped.

Hello,

I realise this is a very old thread, but thought I might mention that I' recently bought an XH A1S that had a broken handgrip bracket. I ordered a spare part from H Lehmann (UK) for about £25, which arrived after a couple of days. Removing the old cover and replacing it was a relatively straightforward affair, the only tricky bit being refitting the tape mechanism cover on the new part, but all in took about an hour and was achievable with one screwdriver and a little patience!

cheers

Dave