Experience with Canon Service Center

[aselley]

My experiences with CSC have been good. They have been timely in repairs and accurate in information. So I really have no complaints with them.

Your problem here is that like Dennis accused you of with Sharon, you only have your word to say how Dennis treated you...and do you really think he would be honest if confronted by a superior?

Sadly, for an economy that prides itself and bills itself on "shopping" the service side of industries here is lacking. the communication skills of service personnel when taking to customers is too often blunt, tactless and bordering on rude. This I think is a combination of a lack of training and also a defence to the average customer, who is demanding, unrealistic and bordering on rude. (I do not say you are, or were, but I make this observation at large)

The truth seems to be that this "shopping mecca" is largely about taking money from the consumer, once a company has it, they seem to not really care about the product or your repeat business and satisfaction.

 

[CS TAN]

So far from the feedbacks, CSC seems to be not doing too badly. Out of the comments from the CSers in the previous 21 posts, We have heard 6 good and 2 bad experience (including TS complaint). Of course, the sample rate is low but we usually have people jumping onto the bandwagon to make complaints but quite contrary, there are more people saying good things about CSC instead.

But of course, like all people, I would only care about my experience and if mine is a bad one, then a thousand good ones from others doesn't mean much to me. However, in fairness, we should give credit where credit is due but also hope CSC will look into the complaints and improve on them.

 

[rgy1993]

hah
this thread is entertaning...

i've been to CSC twice. both times for lens problems, both times service was amazing and they fixed the problem 100%
both times they managed to get the repair done earlier then originally prescribed.
maybe its cos im not much to complain... but meh... so far its cool ahhah

 

[bkling1]

My experience with CSC them so far are quite good. They fixed most of my lens problem within 1-2 days. They will try to get it done the next day if they know I need it urgently.

 

[lightning]

I guess, it is the respond from both party. If you are "rude" or "demanding" in a way, you are bound to get negative respond. So what if you are the customer? If you are meek and polite, no one will respond in a rude manner. I think many Singaporean have this way of thinking "I have the right to.....".

So what if CSC have made a mistake? Do you have to respond in a rude/demanding manner?

I have spoke to Sharon and Dennis and even Terrence many times. They have never failed to give me a solution in all my problems. Even when my equipment need a few days to repair, I was offered their equipment to use during that time. When I need a high end Video camera, they also are willing to loan me for that week, even for post production.

At the end of the day is all about communication. you don't have to always win to get what you want.

 

[soons]

Just to share my experience with CSC:
I purchase a S5 IS 2 years ago from a CSer.

This thing happens about 1.5 years ago:
I went down to CSC to get my new printer under the PP. Brought my S5 IS along to do a general check up.
They found out the LCD automatically shuts off when I turn and swiel the LCD back into the camera, with the Screen facing me instead of the body.

And I told them this set is purchased 2nd online and I donot have warranty card or reciept. They verify my canon account and the camera serial number and open a repair note for me.

She also transfer the camera ownership details to my account. She mention repair will take 5 days but I receive SMS from them on the 3rd day.

Till now, my S5 IS is still working. Quite happy iwht their service.

 

[peapilot]

There are some really valid points made here and yes it really seems like majority have had good experiences with Canon's service. I also do not think it practical to be rude to service staff, especially frontliners, because most of the time it's really not their fault. But that doesn't mean we can't be firm about the level of service we expect from the organisation - within reason of course. Therein lies the key difference and i trust that Canon's management can tell the difference. I have also thought at length about whether it was my tone of voice that day that fueled the incident. In all honesty I do not believe I was rude nor stepped out of line and in reviewing my own case felt the facts alone were compelling enough. At this point, I would also like to add that I have received a call from Canon this morning and am heartened by their quick and sincere response. The lady I spoke to has also indicated that Canon has picked up on this thread and is looking into the matter. I hope that this does not stop here and that at some point we'll see better service standards not just from Canon but across the board.

 

[nuthead]

Not sure about what the situation TS & CSC have transverse the faithful day.

But I've been to CSC numberous time and so far I have had not a single bad experience with them.

The most vivid issue on my mind is the problem I encounter with my 450D having some image corruption and duplicate file name during my NZ trip last year.

I wrote to them VIA email with my problem and they were fast to respond, and the next moment a executive not from the service desk was assign to look into the issue. The gentle man, Nicholas if I don't remember wrongly, and I was discussing the 'bug' I encountered in one of the meeting room in CSC as I offer to meet and show them the images and the duplicated file names.

I also got some suggestion and recommendation from him to send my 450D for a checkup/calibration. I also got a prompt respond from them/him on the outstanding issues which I think I should be satisfy as I was told it is on best effort basis since they need to get respond from Japan and the possible outcome was slim, if not remote.

So, why should I be satisfy when my query was not answered? Maybe myself is also from the service industry and I know the limitation once the issue is pass on to the next level, such as engineering, and R&D especially. No matter how much we can press, the outcome is pretty limited.

The worst that can made a service staff day bad is when they've tried to explain the situation and still don't get the buy-in/understanding of the customer, and the customer turn nasty. That is were thing starts to fall apart for both parties, and end up in a lose-lose situation for both.

What the service staff could be, or I would try to do is, everything falls back to the service level agreement between the contracting parties. So both parties don't benefits from the situation with one having a unsatisfied customer. While the other would still get the fault rectify, probably and very likely at the very end of the SLA date, translating to a loss of use or opportunity cost to the customer.

In short, the relationship should be reciprocal, and if both parties are willingly to work thing out. It would be a happy outcome for both most of the time, since service staff are more willingly to go the extra miles for a nice customer than a nasty one.

PS: I'm not saying TS is nasty, but it simply could be some misunderstanding that have probably transverse.

 

[daredevil123]

Actually I would hesitate to say TS's experience is bad service.

Rather, an employee lied and the TS called the bluff. The manager wanted to cover it up and in that desperate attempt insinuated that it is the TS's word against that particular employee. Legally, he is right. But what he did is bad business and terrible. No excuses cam make this sound right.

 

[blusub]

Sent in my 5D for sensor cleaning yesterday and got it back this morning.
Just like my previous visits, the staff were proficient and friendly enough.
Surely in dealing with so many cases, there will be a few bad experiences. And too bad TS ran into one.
But I guess it is fair to say CSC in general is doing a pretty good job.
So let's also give credit where credit is due.

 

[Cartman2000]

I know of someone who went to CSC 7 times in the span of 2 months and ended up arguing with the staff there thrice:bsmilie:

 

[babykailan]

My experiences have not been exactly scintillating but acceptably satisfactory:
1. took the 17-85 IS to recalibrate. Done properly.
2. took the 50L to recalibrate. Emailed them to complain that it does not give a good out-of-the-box experience and a major hassle to correct the problems. Asked for free recalibration but relented as they called and gave me a discount instead. I did not have a warranty card so I think that is reasonable payment for work done.
3. Got my 5D cleaned and mirror fixed up FOC.

These make me belong to the "satisfied customer" camp I suppose.

 

[surrephoto]

I know of someone who went to CSC 7 times in the span of 2 months and ended up arguing with the staff there thrice:bsmilie:

That would be me for the last 6 mths.

1. EF 50 mm f1.4 USM AF problem - Send in for servicing.
2. EF 50 f1.4 USM AF problem - Pick up after fix.
3. EF 28 mm f1.8 USM AF problem - Send in for servicing.
4. EF 28 mm f1.8 USM AF problem - Lens not ready after 2 weeks due to no parts, pick up loan lens EF 17-35 f2.8L USM.
5. EF 28 mm f1.8 USM AF probem - Lens finally ready after 40 days, pick up.
6. EF 28 mm f1.8 + 5D back-focus - Send in lens for checking.
7. EF 28 mm f1.8 + 5D back-focus - Got called up and ask to send in body. Sent in body.
8. EF 28 mm f1.8 + 5D back-focus - Pick up body after calibration. Charge $85 for calibration and cleaning of 5D.
9. Eos 5D strap hinge (yes wtf) loosen right after using 85L - Send in for servicing and quoted $180 ("discounted" to $120). Angry and argued with staff and left. (for god sake a broken strap-hinge is a factory defect and doesn't even happen to the lowest end SLRs).
10. Eos 5D strap hinge - After emailing canon service center, sent in 5D.
11. Eos 5D strap hinge - Serviced for free. Thanks CSC. :thumbsup:

My happy journey with CSC till date.

 

[bluepowder]

Strap Hinge!? (wtf)

Goodness that's a first for me, would love to see pics if possible.

Well glad it turned out well for you in the end.

So far my visits with CSC have been nothing but smooth sailing, they've been attentive and accomodating to my requests.

My only gripe...they don't open on Saturdays.

 

[surrephoto]

Strap Hinge!? (wtf)

Goodness that's a first for me, would love to see pics if possible.

Well glad it turned out well for you in the end.

So far my visits with CSC have been nothing but smooth sailing, they've been attentive and accomodating to my requests.

My only gripe...they don't open on Saturdays.

Yup... people mount their 70-200 f2.8L IS on 450D and nothing happens.

And right after (1 day) my 85 f1.2L upgrade, my strap-hinge broke. Luckily CSC didn't gave some crap excuse like lens too heavy.

 

[davidtka]

Credits to my experience with CSC, they manage to install my grid viewfinder that i purchased, calibrate my 24-70L and also help to remove some dust from my viewfinder which would cost me normally if i send in for servicing.

:thumbsup:

 

[Cartman2000]

I shall post my not-so-good experience with CSC here.

Realised that the shutter release on my 50D was a little "sticky". Sent it in for repair last Tuesday. Asked them to calibrate the body as well. Was told that it would take 5 working days. Made a little noise here and the counter staff said that she would put in a note to prioritise the repair of my camera(yeah right).

Thursday came and I decided to contact them. IMHO it shouldn't have taken more than 2 days to perform the services that I had requested for. Ringed the hotline up and asserted that the repair should have been completed in 2 days' time and that I wished to collect my equipment by the end of that day. The person on the other end promised to call me back in a while's time...

Received the call a few minutes after and presto, my 50D was ready for collection! Headed down to CSC after school. Shutter release was fine, but I realised at home that there were some scratches on the camera that weren't there before.

 

[blusub]

I shall post my not-so-good experience with CSC here.

Realised that the shutter release on my 50D was a little "sticky". Sent it in for repair last Tuesday. Asked them to calibrate the body as well. Was told that it would take 5 working days. Made a little noise here and the counter staff said that she would put in a note to prioritise the repair of my camera(yeah right).

Thursday came and I decided to contact them. IMHO it shouldn't have taken more than 2 days to perform the services that I had requested for. Ringed the hotline up and asserted that the repair should have been completed in 2 days' time and that I wished to collect my equipment by the end of that day. The person on the other end promised to call me back in a while's time...

Received the call a few minutes after and presto, my 50D was ready for collection! Headed down to CSC after school. Shutter release was fine, but I realised at home that there were some scratches on the camera that weren't there before.

Why do you think the repair shouldn't take more than 2 days? The work itself may be done in couple of hours but maybe due to high vol of equipment coming in, they may indeed need those extra days. Or staff may go on leave or are on MC and they are shorthanded.

Give them a break.

 

[Cartman2000]

Why do you think the repair shouldn't take more than 2 days? The work itself may be done in couple of hours but maybe due to high vol of equipment coming in, they may indeed need those extra days. Or staff may go on leave or are on MC and they are shorthanded.

Give them a break.

Such a simple repair could even be done on the spot. Noticed that the technicians were even drinking coffee and chit-chatting when counter staff went in to pass them the equipment.

Your views may vary, but I feel that to get things done at CSC, you gotta be prepared to a little gruff

 

[PrimePhotog]

I am pretty happy with Canon's service so far. Don't complain...Nikon's is waaaaaaaaaayyyyy worse.