I paid for express service too even I am CPS member.
Can't get it waived even I am a "regular" to CSC
However I still happily paid cos I think they deserve it :bsmilie:
Experience with Canon Service Center
- Thread starter peapilot
- Start date
- Status
I paid for express service too even I am CPS member.
Can't get it waived even I am a "regular" to CSC
However I still happily paid cos I think they deserve it :bsmilie:
flipfreak
Senior Member
yup...the discription fits her...
there were 2 ladies..but e other 1 is tanner...
mind i ask...y u mention this description? face issue from her b4?
haha...
sort of but i didnt really care as long as my camera is fixed.
Hello all once again.
I would like to clarify that this thread was started not to be a witchhunt nor a canon bashing thread.
I'm not sure I made it clear, so I'm doing it again asking for people to share only their own personal experiences and not to make this a bashing/complaint thread. And if they had positive experiences to share and reward those who made the effort which from the response seems to be quite a success.
I had earlier added that Canon gave me a call this morning to address the situation and the lady Lynette Low did a great job of getting to the bottom of the matter and took the time to explain it to me even though I had already stated I wasn't expecting one.
I am happy and satisfied with the explanation.
In truth this situation was compounded by a previous incident which led to a lack of confidence in CSC in the first place so I guess that needs to be factored into the picture.
I am attaching the exchange below
----------------------------
Dear Mr ***
Thank you for alerting our team to your experience at our service centre. We apologise for unpleasant experience and I appreciate that you have given me a chance to explain just now.
Canon like other organizations, has different costs centre, each managing its own inventory. When the service centre agreed to replace the battery grip, Sharon, our technician went through several channels in chronological order to find the stocks:
1) Service centres existing inventory
2) Alan Photo through our marketing representative. (This is the fastest way of obtaining the accessory)
2) Marketing dept which runs the showroom.
Unfortunately, the administrative staff at our marketing department did not reveal that the showroom sells the battery grip and no initiative was taken to check. Sharon had the mistaken notion that showroom only displays the accessories (note : we only started selling full range of accessories in recent months).
After you told Terence at the counter that you have reserved the stock, Terence informed Dennis who called up the showroom first to check and subsequently to the marketing administrator to order the stock.
It appeared that Dennis took a while because he was trying to contact the relevant staff. Either Dennis or Terence could have kept you abreast of what they were doing at the background but they didnt. Dennis was also not in the best of his behaviour with his rebuttal.
I am thankful that you have given me a chance to explain to you what had occurred behind the scene. My team fully understand that you have to resort to checking the stocks yourself because we were not able to provide a precise delivery time for the battery grip.
Could we improve from this incident? Yes, I believe we can. We thank you for telling us where we have fallen short and will strive to make your next Canon experience a positive one. Have a great day ahead.
Yours sincerely
Lynette Low
Senior Manager
Customer Delight Management
Canon Singapore Pte Ltd
Lynette Low
Senior Manager
Customer Delight Management
From: ***
Sent: Tuesday, November 03, 2009 8:44 AM
To: *** Low Lynette
Cc: ***
Subject: Customer E-mail: Canon service center experience
Importance: High
Hi All,
For your follow-up please.
Warmest Regards,
***
From: ***
Sent: Monday, November 02, 2009 7:48 PM
To: ***
Subject: Canon service center experience
To whom it may concern,
I am *** and I would like to share an experience I recently had with CSC on the 26th of October 2009.
My experience follows as such.
--------------------------------
My BG-E7 battery grip stopped functioning properly 3 days out of the box. I decided to go down to CSC when I next had an off day to sort it out. I offered CSC two course of actions - issue me a new piece or full refund in view of the poor workmanship/quality control with the grip.
CSC agreed to give me a new piece. They checked for a while and told me no stock I'll have to wait for next shipment. CSC could not confirm when the next shipment could come. I spoke to Sharon and specifically asked if the showroom at Vivocity would have a piece. She told me that the one there is a display set. I agreed therefore to wait for the next shipment to arrive.
I left CSC and popped downstairs to the showroom area to look around. There I, out of curiosity asked the staff if they had the BG-E7 for sale. The staff said no but told me they'd check with the Vivo side for me and to my amazement there was one available. I told them I wanted to buy it, and subsequently reserved it under my name and headed back upstairs to clarify things with CSC.
I spoke to Terence the counter staff about my situation whom I might add is extremely helpful and pleasant to work with. He proceeded to check with his manager Dennis about the situation. At this point, I felt like I had wasted more than an hour on the matter and requested to speak to Dennis personally.
After more waiting, Dennis came to the counter and said that he was in the midst of negotiation for me to pick up the new BG-E7 from the Canon Vivocity showroom. When I asked him about my previous conversation with Sharon about checking in with the showroom for a new piece and the answer I was given that the 'one piece there was a display set', Dennis' reply to me was that Sharon had called the retailer where I purchased the grip from to check if they had a new piece and that they were out of stock. I told him it did not answer my question and repeated it.
His next reply was that it was a common assumption that the Vivocity showroom would not have stock. I then questioned him on why I was told the only piece is a display set if they had not made any calls to them. (I later confirmed with Vivocity showroom that no calls were made from CSC to check on whether they had the BG-E7 in stock)
I told Dennis that what had transpired only told me two things.
That either
a) Sharon had crafted her reply to give me the impression that CSC had checked with Vivocity showroom when it had not
or
b) Canon's departments are so disorganised they could not tell reliably if they had an item in stock or not
I was unhappy with either because I had been misinformed and had I not did my own homework would have had to endure waiting for a product I paid in full for with no confirmation of when it would arrive.
Dennis' next rebuttal shocked me. He told me that no one else heard what I told Sharon and that only I would know what I said. He then challenged me to call Sharon over to check with her what had happened.
I decided it was pointless and decided instead to stop wasting anymore time at CSC and headed to Vivocity to collect my replacement BG-E7 which to date is in good working order.
---------------------------------------------
This is not that first time that I've had unsatisfactory service at CSC, and in view of recent events have decided to share my encounter with the local photography forum clubsnap here.
I am a long-time user of Canon and sincerely hope that this would raise awareness and improve service standards here.
I welcome Canon to take a stand and should you choose to reply here instead I would be more than happy to help relay the message.
Regards,
***
--------------------------------------
Personal details have been removed but the exchange has not been altered.
In gist, the miscommunication was identified to be a result of
1) Sharon's assumption that Canon's vivocity showroom only had display sets (perfectly excusable)
2) Canon's departments not communicating fully (since promised to be address)
3) Dennis' poor reaction (probably in his effort to protect his worker, good boss perhaps but wrong situation)
In view of the above I consider my case fully resolved and addressed.
In my opinion Canon has not only restored my confidence in their attitude and stand with regards to quality of service, (although that might take a while to implement) but in offering to let me share this with everyone here shows their openness and willingness to get in touch with end-user's concern.
Canon has taken a potential disaster - and in acting in a responsive and responsible manner turned it into better publicity instead. Service centers and personnels can take a cue from what happened today.
I am confident that, as long as both parties continue to be responsible and reasonable in day to day dealings, consumer loyalty and confidence in the brand can only improve.
I would like to clarify that this thread was started not to be a witchhunt nor a canon bashing thread.
I'm not sure I made it clear, so I'm doing it again asking for people to share only their own personal experiences and not to make this a bashing/complaint thread. And if they had positive experiences to share and reward those who made the effort which from the response seems to be quite a success.
I had earlier added that Canon gave me a call this morning to address the situation and the lady Lynette Low did a great job of getting to the bottom of the matter and took the time to explain it to me even though I had already stated I wasn't expecting one.
I am happy and satisfied with the explanation.
In truth this situation was compounded by a previous incident which led to a lack of confidence in CSC in the first place so I guess that needs to be factored into the picture.
I am attaching the exchange below
----------------------------
Dear Mr ***
Thank you for alerting our team to your experience at our service centre. We apologise for unpleasant experience and I appreciate that you have given me a chance to explain just now.
Canon like other organizations, has different costs centre, each managing its own inventory. When the service centre agreed to replace the battery grip, Sharon, our technician went through several channels in chronological order to find the stocks:
1) Service centres existing inventory
2) Alan Photo through our marketing representative. (This is the fastest way of obtaining the accessory)
2) Marketing dept which runs the showroom.
Unfortunately, the administrative staff at our marketing department did not reveal that the showroom sells the battery grip and no initiative was taken to check. Sharon had the mistaken notion that showroom only displays the accessories (note : we only started selling full range of accessories in recent months).
After you told Terence at the counter that you have reserved the stock, Terence informed Dennis who called up the showroom first to check and subsequently to the marketing administrator to order the stock.
It appeared that Dennis took a while because he was trying to contact the relevant staff. Either Dennis or Terence could have kept you abreast of what they were doing at the background but they didnt. Dennis was also not in the best of his behaviour with his rebuttal.
I am thankful that you have given me a chance to explain to you what had occurred behind the scene. My team fully understand that you have to resort to checking the stocks yourself because we were not able to provide a precise delivery time for the battery grip.
Could we improve from this incident? Yes, I believe we can. We thank you for telling us where we have fallen short and will strive to make your next Canon experience a positive one. Have a great day ahead.
Yours sincerely
Lynette Low
Senior Manager
Customer Delight Management
Canon Singapore Pte Ltd
Lynette Low
Senior Manager
Customer Delight Management
From: ***
Sent: Tuesday, November 03, 2009 8:44 AM
To: *** Low Lynette
Cc: ***
Subject: Customer E-mail: Canon service center experience
Importance: High
Hi All,
For your follow-up please.
Warmest Regards,
***
From: ***
Sent: Monday, November 02, 2009 7:48 PM
To: ***
Subject: Canon service center experience
To whom it may concern,
I am *** and I would like to share an experience I recently had with CSC on the 26th of October 2009.
My experience follows as such.
--------------------------------
My BG-E7 battery grip stopped functioning properly 3 days out of the box. I decided to go down to CSC when I next had an off day to sort it out. I offered CSC two course of actions - issue me a new piece or full refund in view of the poor workmanship/quality control with the grip.
CSC agreed to give me a new piece. They checked for a while and told me no stock I'll have to wait for next shipment. CSC could not confirm when the next shipment could come. I spoke to Sharon and specifically asked if the showroom at Vivocity would have a piece. She told me that the one there is a display set. I agreed therefore to wait for the next shipment to arrive.
I left CSC and popped downstairs to the showroom area to look around. There I, out of curiosity asked the staff if they had the BG-E7 for sale. The staff said no but told me they'd check with the Vivo side for me and to my amazement there was one available. I told them I wanted to buy it, and subsequently reserved it under my name and headed back upstairs to clarify things with CSC.
I spoke to Terence the counter staff about my situation whom I might add is extremely helpful and pleasant to work with. He proceeded to check with his manager Dennis about the situation. At this point, I felt like I had wasted more than an hour on the matter and requested to speak to Dennis personally.
After more waiting, Dennis came to the counter and said that he was in the midst of negotiation for me to pick up the new BG-E7 from the Canon Vivocity showroom. When I asked him about my previous conversation with Sharon about checking in with the showroom for a new piece and the answer I was given that the 'one piece there was a display set', Dennis' reply to me was that Sharon had called the retailer where I purchased the grip from to check if they had a new piece and that they were out of stock. I told him it did not answer my question and repeated it.
His next reply was that it was a common assumption that the Vivocity showroom would not have stock. I then questioned him on why I was told the only piece is a display set if they had not made any calls to them. (I later confirmed with Vivocity showroom that no calls were made from CSC to check on whether they had the BG-E7 in stock)
I told Dennis that what had transpired only told me two things.
That either
a) Sharon had crafted her reply to give me the impression that CSC had checked with Vivocity showroom when it had not
or
b) Canon's departments are so disorganised they could not tell reliably if they had an item in stock or not
I was unhappy with either because I had been misinformed and had I not did my own homework would have had to endure waiting for a product I paid in full for with no confirmation of when it would arrive.
Dennis' next rebuttal shocked me. He told me that no one else heard what I told Sharon and that only I would know what I said. He then challenged me to call Sharon over to check with her what had happened.
I decided it was pointless and decided instead to stop wasting anymore time at CSC and headed to Vivocity to collect my replacement BG-E7 which to date is in good working order.
---------------------------------------------
This is not that first time that I've had unsatisfactory service at CSC, and in view of recent events have decided to share my encounter with the local photography forum clubsnap here.
I am a long-time user of Canon and sincerely hope that this would raise awareness and improve service standards here.
I welcome Canon to take a stand and should you choose to reply here instead I would be more than happy to help relay the message.
Regards,
***
--------------------------------------
Personal details have been removed but the exchange has not been altered.
In gist, the miscommunication was identified to be a result of
1) Sharon's assumption that Canon's vivocity showroom only had display sets (perfectly excusable)
2) Canon's departments not communicating fully (since promised to be address)
3) Dennis' poor reaction (probably in his effort to protect his worker, good boss perhaps but wrong situation)
In view of the above I consider my case fully resolved and addressed.
In my opinion Canon has not only restored my confidence in their attitude and stand with regards to quality of service, (although that might take a while to implement) but in offering to let me share this with everyone here shows their openness and willingness to get in touch with end-user's concern.
Canon has taken a potential disaster - and in acting in a responsive and responsible manner turned it into better publicity instead. Service centers and personnels can take a cue from what happened today.
I am confident that, as long as both parties continue to be responsible and reasonable in day to day dealings, consumer loyalty and confidence in the brand can only improve.
I'm not saying that Sharon lied. It was found to have been a miscommunication arising from wrong assumptions which has been addressed.
I apologise to Sharon if in the exchange it seemed like she was lying. On closer reading of the exchange one would realise that it was in the context of what the situation seemed like at that point in time and was presented as one of the possible explanations for what had transpired.
We know now that it was the 2nd explanation which was that the departments weren't talking.
Agree that the departments are not communicating sufficiently. Called up Main Line to inquire regarding Online Warranty Promo for the EF 50 f1.8mm lens. Somehow was transferred to Service Centre. The guy who answered my call appears to know nothing about this (I supposed it comes under Digital Lab department where the freebies are claimed). Had to direct him to the Canon promotion website and heard him asking in the background. To his credit, he did try to answer and did eventually answer my queries.
Service department might not necessarily be updated all the time on what's going on at Digital Lab but at least the people manning the Main Line should have clearer idea. They are the front line, afterall.
Service department might not necessarily be updated all the time on what's going on at Digital Lab but at least the people manning the Main Line should have clearer idea. They are the front line, afterall.
Hmm... ok. So she didn't lie. But Dennis's response was still terrible. Anyway, CSC has resolved the issue with their usual PR answers. Dennis probably got a stern warning that will end up in his HR file too. But it really shows how disorganized they are but that is probably how the corporate world is. U know what they say, "the most successful company is the one that screws up the least".
Minimum wage workers my friend, Minimum wage. Everyone's trying to save costs.
It's true. A lot of organisations in trying to cut cost don't realise the very measures could end up costing more.
Case in point is a rushed/shoddy repair job due to shortage of workers. Consumer's not happy, bring it back a 2nd or 3rd time. You waste more productivity hours sorting out more paperwork, the technicians need to go through the unit another time and so on.
Consumer's not happy, files a complaint, another department needs to step in, open case, carry out investigation, appease the consumer. Then yet more people need to come in to manage perception, consumer might ask for more compensation for wasting his/her time.
In the end the organisation needs to liase with the consumer, and after lengthy investigations, checking with the parties involved, arrive at the conclusion that the department's understaffed or that they need more training, when all that could be avoided in the first place by simply training the workers better.
So what can we do?
Simple. We can demand the level of service that is deemed satisfactory, and keep incurring these costs for the organisation until they decide it's more cheaper for them to just improve their service. Then they will do just that.
Same with QC issues. If we make the cost of after sales servicing, fixing, etc high enough, eventually they'll channel money into better QC to cut costs.
We can talk on ends about customer loyalty, mission statements and branding but in the end it's all about profits for these organisations. Hit them where it hurts and they will adapt and improve or be prepared to close shop it's as simple as that.
Can we blame these organisations for maximizing profit? IMHO we are as much at fault for letting them get away with poor service in the first place.
Case in point is a rushed/shoddy repair job due to shortage of workers. Consumer's not happy, bring it back a 2nd or 3rd time. You waste more productivity hours sorting out more paperwork, the technicians need to go through the unit another time and so on.
Consumer's not happy, files a complaint, another department needs to step in, open case, carry out investigation, appease the consumer. Then yet more people need to come in to manage perception, consumer might ask for more compensation for wasting his/her time.
In the end the organisation needs to liase with the consumer, and after lengthy investigations, checking with the parties involved, arrive at the conclusion that the department's understaffed or that they need more training, when all that could be avoided in the first place by simply training the workers better.
So what can we do?
Simple. We can demand the level of service that is deemed satisfactory, and keep incurring these costs for the organisation until they decide it's more cheaper for them to just improve their service. Then they will do just that.
Same with QC issues. If we make the cost of after sales servicing, fixing, etc high enough, eventually they'll channel money into better QC to cut costs.
We can talk on ends about customer loyalty, mission statements and branding but in the end it's all about profits for these organisations. Hit them where it hurts and they will adapt and improve or be prepared to close shop it's as simple as that.
Can we blame these organisations for maximizing profit? IMHO we are as much at fault for letting them get away with poor service in the first place.
I know it's the standard PR answer, what else would you expect from PR?
BUT what impressed me was that swift actions were taken, pertinent issues investigated, resolved and explained without shifting of blame.
Such is not easy in a large organisation so I am confident that they did what they could to the best of their abilities.
BUT what impressed me was that swift actions were taken, pertinent issues investigated, resolved and explained without shifting of blame.
Such is not easy in a large organisation so I am confident that they did what they could to the best of their abilities.
I am not sure whether the customer service for both printers and cameras are the same dept. but so far, I do not have any problems with the CSC yet though I did called them once for my printer's issue.
However, I felt we are not really the experts plus they might have problems in arranging technicians in repairing your items. So I guess maybe you felt 2-days are good enough but for them, they might have to make their technicians to put someone's job aside first just to settle your item.
Anyway, I feel sorry for TS but I guess once in awhile, there will be some people who just simply gotten the WORST service from the CSC.
Rgds'
Dreamer
Wow, U are really lucky man... I remember last time when I am using HP printer and I do not know which part of the printer was burnt due to some reasons, they just simply told me sorry, it's beyond repair and u will need 2 pay for parts for them to be repaired as parts will be needed to send from other places... But in the end for goodwill and some complaints, they did repaired it for FOC..
CYRN
Senior Member
Anione wanna try the other side of the fence?
http://siva-sg.jobstreet.com/_ads/sg/jobs/2009/11/c/20/2173556.htm?fr=J
http://siva-sg.jobstreet.com/_ads/sg/jobs/2009/11/c/20/2173556.htm?fr=J
bluepowder
Member
Another good experience to add.
Sent in my 5dmk2 on monday, had a dead pixel consistently showing up on my pictures. My heart sank, every single picture the white dead dot was there. Sure I could fix it easily in post with LR2, but sigh; it was still very painful. As requested by CSC I sent my sample pictures with the dead pixel over via email.
Was initially quoted a 2 week wait, but I expressed that I needed my camera this weekend. The lady told me, she'd try her very best to give it to me by Friday.
Guess what, they called today and said it's ready for collection, I felt like ditching all my work and rushing down to CSC!
But one thing though...
"Sir...noticed there's dirt on your focusing screen, would you like us to replace a new one?"
I said "yes, but sorry I didn't bring my receipt to collect the camera"
"Don't worry will let our staff know you're coming, just show them your photo ID"
Went down today, dead pixel was gone, new focusing screen installed, as good as new.
They only charged me S$5 for the focusing screen.
How cool is that!?!?:thumbsup:
Bravo to CSC!
Sent in my 5dmk2 on monday, had a dead pixel consistently showing up on my pictures. My heart sank, every single picture the white dead dot was there. Sure I could fix it easily in post with LR2, but sigh; it was still very painful. As requested by CSC I sent my sample pictures with the dead pixel over via email.
Was initially quoted a 2 week wait, but I expressed that I needed my camera this weekend. The lady told me, she'd try her very best to give it to me by Friday.
Guess what, they called today and said it's ready for collection, I felt like ditching all my work and rushing down to CSC!
But one thing though...
"Sir...noticed there's dirt on your focusing screen, would you like us to replace a new one?"
I said "yes, but sorry I didn't bring my receipt to collect the camera"
"Don't worry will let our staff know you're coming, just show them your photo ID"
Went down today, dead pixel was gone, new focusing screen installed, as good as new.
They only charged me S$5 for the focusing screen.
How cool is that!?!?:thumbsup:
Bravo to CSC!
- Status
Similar threads
