End of my rope... at DVinfo.net

Zack Whittington · February 18th, 2009, 06:23 PM

I don't know what to do.

A year ago, in October, I purchased an XH-A1. I love this camera. I've never had one before, and it is simply amazing. However, it is less than perfect.

Not long after I had it, I noticed when shooting against the sky, that a small yellow dot can be seen in the lower right hand corner. It's only visible at the smaller apertures, and against a contrasting blue sky or other, but it sticks out like a sore thumb, and can be seen on the LCD viewer.

I have sent the camera in 4 times for repair since I bought it, detailing the problem along with providing screenshots of the yellow dot. Each time it was returned to me with a note saying it was recalibrated and cleaned, but when I went to test the camera, the problem is still there.

The last time I sent it in for repair was last October, and now it is out of warranty. I spoke with a canon support person tonight, and he only offered me the same thing every other representative has offered me. I hung up. I have lost faith in Canon's repair facility because they have proven to me that they cannot repair my camera, and don't understand the problem.

I really want to get into film making, and I've spent a lot of money on this camera, and it should be perfect. I'm upset, and I really don't know what else to do.

Sorry, for venting on here, but I could really use some helpful advice.

Thanks for the community.

Zack

Khoi Pham · February 18th, 2009, 06:37 PM

Try talking to a supervisor instead, tell him that you have sent it in 4 times with no result, don't talk to any normal tech anymore.

Robert Morane · February 18th, 2009, 06:42 PM

Talk but also write a letter to the president of Canon USA detailling your efforts and the failling of sevice to resolve the problem, 4 times.

Lou Bruno · February 18th, 2009, 06:44 PM

Where is your retailer in all of this?

I am speaking from experience. Your retailer's sales rep. should have RA'd this camera after the second attempt and FAILURE to fix the problem.

It's done ALL the time but requires effort on your retailers part and communication between the sales rep. and Canon.

Petri Kaipiainen · February 19th, 2009, 05:40 AM

Maybe it is just a lens flare that even the president of the USA can not do anything about...

Can you show a sample?

Philip Younger · February 19th, 2009, 05:54 AM

I don't know about the USA but in the UK it is the retailer that you have a contract with to supply you with goods fit for the purpose. Clearly this camera isn't meeting that simple demand.

Again in the UK it would be custom to formally (in writing) reject the camera and although not necessary I would always reject it by a letter to the shop manager, his managing director at there head office and a further letter to Canon's CEO in case it is something Canon are aware or - or not - as the case maybe.

after four attempts at repair I have to admire your patience - in a country that allows individuals to own guns, I don't think I would be as patient :-) I think I would have re-created my own scene from a 1950's Western and rode into the store on horseback firing all six rounds of my Smith & Weston into the air!

Matthew Nayman · February 19th, 2009, 07:55 AM

would like to see a screen shot. I had a dead pixel problem, and after one or two failed visits to Canon, they simply replaced the sensor block.

Ken Wozniak · February 20th, 2009, 07:33 AM

Sounds like a dead pixel on the blue CCD. I'd be very surprised if Canon didn't help you out on this one. The key is - as was mentioned earlier - don;t talk to the techs anymore. Elevate your concerns to the next level.

Chris Hurd · February 20th, 2009, 10:00 AM

Quote:

Originally Posted by Zack Whittington

I have sent the camera in 4 times for repair since I bought it...

Which Canon USA service center did you send it to -- the one in Jamesburg, NJ or the one in Irvine, CA? Whichever one you used, try the other one.

Noa Put · February 20th, 2009, 01:02 PM

Quote:

Originally Posted by Zack Whittington

Not long after I had it, I noticed when shooting against the sky, that a small yellow dot can be seen in the lower right hand corner.

I had exactly the same problem, 3 dots were visible and only against a blue sky. I noticed them after I was capturing and it had ruined more then one shot. I checked my camera again and then I saw the spots, again only visible against a blue sky, cleaning my lens didn't help. I send my camera to Canon together with some footage that I shot at the event and the camera came back with the message that they checked and that the camera was OK... meaning they couldn't find anything.

Strange thing was afterwards I had to wait until the weather cleared up to get a blue sky again and there were no spots anymore. I know for sure that as soon as I would notice them again i will send the camera back in again and if they can't find anything and if it's still there when I get the camera I will drive to Canon's repair centre personally to show the problem to whoever is responsible.

Don Palomaki · February 21st, 2009, 07:48 AM

Quote:

It's only visible at the smaller apertures, and against a contrasting blue sky or other, but it sticks out like a sore thumb, and can be seen on the LCD viewer.

Is it present in both HDV and SD modes?
What do you mean by "other"?
Can you post a frame grab showing the problem?
That it is aperture dependent (as opposed to brightness) is interesting. Make me think it is not a dead pixel..

Tim Cee · February 23rd, 2009, 10:48 AM

Quote:

Originally Posted by Chris Hurd

Which Canon USA service center did you send it to -- the one in Jamesburg, NJ or the one in Irvine, CA? Whichever one you used, try the other one.

Good luck with Irvine, I live a few minutes from there and have dealt with them over several issues regarding my DSLR stuff. It seems as if Tech Support, regardless of the product or company and Canon included, has gone south in a big way.
Look at the bright side, you could be calling for tech support for a product made and sold in the USA but reach a man in India whose english...well never mind the rant as I am sure my point was made. Good luck.

February 18th, 2009, 06:23 PM	#1
Zack Whittington New Boot Join Date: Jan 2009 Location: Chicago, IL Posts: 13	End of my rope... I don't know what to do. A year ago, in October, I purchased an XH-A1. I love this camera. I've never had one before, and it is simply amazing. However, it is less than perfect. Not long after I had it, I noticed when shooting against the sky, that a small yellow dot can be seen in the lower right hand corner. It's only visible at the smaller apertures, and against a contrasting blue sky or other, but it sticks out like a sore thumb, and can be seen on the LCD viewer. I have sent the camera in 4 times for repair since I bought it, detailing the problem along with providing screenshots of the yellow dot. Each time it was returned to me with a note saying it was recalibrated and cleaned, but when I went to test the camera, the problem is still there. The last time I sent it in for repair was last October, and now it is out of warranty. I spoke with a canon support person tonight, and he only offered me the same thing every other representative has offered me. I hung up. I have lost faith in Canon's repair facility because they have proven to me that they cannot repair my camera, and don't understand the problem. I really want to get into film making, and I've spent a lot of money on this camera, and it should be perfect. I'm upset, and I really don't know what else to do. Sorry, for venting on here, but I could really use some helpful advice. Thanks for the community. Zack

February 18th, 2009, 06:37 PM	#2
Khoi Pham Major Player Join Date: Nov 2004 Location: Dallas Posts: 747	Try talking to a supervisor instead, tell him that you have sent it in 4 times with no result, don't talk to any normal tech anymore. __________________ Khoi Pham www.proeditproductions.com

February 18th, 2009, 06:42 PM	#3
Robert Morane Major Player Join Date: Apr 2007 Location: Tucson, AZ Posts: 267	Talk but also write a letter to the president of Canon USA detailling your efforts and the failling of sevice to resolve the problem, 4 times. __________________ Measure twice, cut once!

February 18th, 2009, 06:44 PM	#4
Lou Bruno Go Cycle Join Date: Dec 2001 Location: Huntington, NY Posts: 815	Where is your retailer in all of this? I am speaking from experience. Your retailer's sales rep. should have RA'd this camera after the second attempt and FAILURE to fix the problem. It's done ALL the time but requires effort on your retailers part and communication between the sales rep. and Canon. __________________ Lou Bruno

February 20th, 2009, 07:33 AM	#8
Ken Wozniak Regular Crew Join Date: May 2007 Location: South Bend, IN Posts: 179	Sounds like a dead pixel on the blue CCD. I'd be very surprised if Canon didn't help you out on this one. The key is - as was mentioned earlier - don;t talk to the techs anymore. Elevate your concerns to the next level. __________________ Woz

February 19th, 2009, 05:40 AM	#5
Petri Kaipiainen Major Player Join Date: Apr 2007 Location: Espoo Finland Posts: 380	Maybe it is just a lens flare that even the president of the USA can not do anything about... Can you show a sample?

February 19th, 2009, 05:54 AM	#6
Philip Younger Major Player Join Date: May 2008 Location: Warwickshire Posts: 207	I don't know about the USA but in the UK it is the retailer that you have a contract with to supply you with goods fit for the purpose. Clearly this camera isn't meeting that simple demand. Again in the UK it would be custom to formally (in writing) reject the camera and although not necessary I would always reject it by a letter to the shop manager, his managing director at there head office and a further letter to Canon's CEO in case it is something Canon are aware or - or not - as the case maybe. after four attempts at repair I have to admire your patience - in a country that allows individuals to own guns, I don't think I would be as patient :-) I think I would have re-created my own scene from a 1950's Western and rode into the store on horseback firing all six rounds of my Smith & Weston into the air!

February 19th, 2009, 07:55 AM	#7
Matthew Nayman Major Player Join Date: Feb 2005 Location: Toronto Posts: 917	would like to see a screen shot. I had a dead pixel problem, and after one or two failed visits to Canon, they simply replaced the sensor block.