02/11/2025
I guess I have one more post before I truly exit. I rarely call out companies on public platforms; when I do, you can bet I’ve tried resolving the issue directly more than once. But I am beyond frustrated by recent customer service from Canon Canada.
Many recall that I sent my camera for repair because my telephoto lens stopped locking properly to the body after multiple falls.
Shortly after the postal strike, I received confirmation that Canon had my equipment, and an invoice shortly after that--parts plus labor, totalling over $1,600. It seemed a little excessive, but I know that sometimes injury to one part of a machine has a ripple effect on others. So I paid the invoice and waited.
The items came back mid-January; I was told that they had been fixed. I got to be excited for all of 30 seconds until I attached the lens to the body, and realized that it *still* did not lock properly. Canon hadn’t fixed the issue at all.
I called them right away. The agent I talked to agreed that it should have been properly fixed and tested before being returned, and that I could send the equipment back to be fixed at no further cost to me.
As recommended by the agent, I included a letter with the equipment stating the issue (again), the circumstances upon which I was sending it back, as well the incident numbers under which this repair was filed, to ensure there would be no charge.
So you can imagine my surprise when, this past Friday, I received an invoice for an additional $600 for parts/service to the lens.
I clicked "reject charges," sending an email to Canon outlining the terms of the previous agreement, and questioning the additional charges.
I called Canon at the end of today after not receiving a response to my email. I was told that their “system has been down” (how convenient); except, it seems, for the system that automatically ships a package back to the owner when they click “reject charges.” 🙄 It would be nice to have that outcome communicated to customers before they click that button, maybe???
So now, I’m waiting for my camera to come back (again), and I will then turn it around and send it back to Canon (again). 3rd time’s a charm?!
Canon products are great; clearly, their equipment is robust. However, the poor communication—both with customers and colleagues--as well as what I can only presume is a lack of competence in technicians, makes me very hesitant to continue with the brand when I’m ready to upgrade my gear.
When I went to leave a Google review, I was disappointed to see that my experience is not a one-off. It looks like this type of poor service has been a trend over the last few years.
If you or someone you know is actively looking for camera equipment, and you are still deciding which brand to go with… Well, I don’t know who the best option is for quality product AND quality service, but sadly, it is NOT Canon Canada.
