positive canon service experience at DVinfo.net

Henry Cho · April 26th, 2007, 11:00 AM

just wanted to relay a very positive experience with canon service with you.

the front element of my xha1 was badly scratched after a little mishap on the road. the scratch was a couple of inches long and fairly deep. i had registered the camera with the canon xl/xh owner's club when i first got the camera back in november. i placed a call to the 1-800 number on the back of the owner's club membership card and spoke to an extremely courteous support rep. after taking some info, she sent me the factory address where the camera should be sent, along with an electronic pdf form to fill out, print, and send along with the camera. the camera, form, and original receipt was out the door the next morning, friday, 4/20. i was under the impression that a user-inflicted scratch would not be covered under warranty service, so i expected to shell out a few hundred bucks to get it fixed. lo and behold, i got a letter in the mail yesterday saying the camera had been examined, that any service/parts would be taken care of free of charge, and that i should get my camera back within ten days after the date of the letter. the letter also had a job code where the status of the service could be checked online on their support website. i got the camera back this morning, thursday, 4/26 -- a total turnaround of 4 business days -- looking cleaner than when i shipped it out. of course, the front element had been replaced with a new one. the only charge to me through this entire process was the shipping costs i incurred sending the camera to the factory.

my experience with canon service has always been good, but this was particularly gratifying. maybe it was the n/c on the invoice? ;)

Bill Busby · April 26th, 2007, 02:00 PM

Hmmm... perhaps they missed the part where you were the one responsible for the scratch & elected to fix it under warranty status?

Lucky you, congrats! :)

Bill

April 26th, 2007, 11:00 AM	#1
Henry Cho Major Player Join Date: May 2005 Location: NYC Posts: 516	positive canon service experience just wanted to relay a very positive experience with canon service with you. the front element of my xha1 was badly scratched after a little mishap on the road. the scratch was a couple of inches long and fairly deep. i had registered the camera with the canon xl/xh owner's club when i first got the camera back in november. i placed a call to the 1-800 number on the back of the owner's club membership card and spoke to an extremely courteous support rep. after taking some info, she sent me the factory address where the camera should be sent, along with an electronic pdf form to fill out, print, and send along with the camera. the camera, form, and original receipt was out the door the next morning, friday, 4/20. i was under the impression that a user-inflicted scratch would not be covered under warranty service, so i expected to shell out a few hundred bucks to get it fixed. lo and behold, i got a letter in the mail yesterday saying the camera had been examined, that any service/parts would be taken care of free of charge, and that i should get my camera back within ten days after the date of the letter. the letter also had a job code where the status of the service could be checked online on their support website. i got the camera back this morning, thursday, 4/26 -- a total turnaround of 4 business days -- looking cleaner than when i shipped it out. of course, the front element had been replaced with a new one. the only charge to me through this entire process was the shipping costs i incurred sending the camera to the factory. my experience with canon service has always been good, but this was particularly gratifying. maybe it was the n/c on the invoice? ;)

April 26th, 2007, 02:00 PM	#2
Bill Busby Major Player Join Date: Dec 2006 Location: Los Angeles, CA Posts: 959	Hmmm... perhaps they missed the part where you were the one responsible for the scratch & elected to fix it under warranty status? Lucky you, congrats! :) Bill