Complaint Review: Canon

This is in regards to an experience I just finished with the Canon Company.

In July of this year, I was working on accumulating digital pictures for an art history website for my classes using my new, personal Canon A60 digital camera. Somewhere in mid to late July, the camera begins malfunctioning and ultimately fails altogether. I went through established Canon support channels including tech support, customer service and letters.

The net result is that Canon has returnedmy camera unfixed, thus I have a $200.00, year-old paperweight.

One can expect a lemon to occur from time to time. That's not so much the issue. Canon's response/solution to said problem was pathetic. In any case, I would strongly recommend permanent avoidance of this company in light of my experience.
Unless you can afford to throw good money after bad.

Following are the letters:

17 August 2005
(email)
I've been through my owner's manual a few times but haven't found an answer to a dilemma I'm having with my Powershot A60. When I try to turn it on, the lens won't extend/open. It sort of tries, and sometimes gets part way, but then it seems the camera turns itself off. So I keep trying to turn it on, but the lens does the same crapola over and over. It goes "beepbeepbeep " each time and flashes an "E18" on the lower left of the screen, but I haven't been able to translate what that means.

I've had this camera a year and a half. I'm not too pleased or impressed with this quality, especially if I'm going to be charged for the repair.

Sincerely,



Canon U.S.A., Inc.
Factory Service Center Nellie Petrova
1440 Chase Avenue
Elk Grove, IL. 60007

3 September 2005

Hello, Ms. Petrova,

I am in receipt of Canon's answer to their own faulty 16 month old product (my $188.94 A60), i.e. a minimum $115.02 repair estimate*. A brand new product; useless at 16 months.

I realize that you don't make Canon's corporate policies nor pricing structures, but you are in a gatekeeping position to intercept mail such as this, spout company rhetoric and provide viable solutions*, thus you are the first I write to. Feel free to forward a copy to Fujio Mitarai.

I find it abhorrent that Canon would have the sheer audacity to ask a valued customer, who has Nikon, Minolta, Olympus and others to choose from, to pay 61% of new product cost to repair said product. I find it more insulting to imply that trading in a defective new camera which has proven faulty for a refurbished, antiquated upgrade for an additional $99.00 on top of the $188.94 I've already paid is somehow some sort of bargain. A logical question arises: if the brand new camera is worthless within 16 months, what on earth would make me believe that another (not new, but refurbished) Canon product wouldn't crap out as soon or sooner, so I can throw away yet another $99.00 for the next bargain upgrade and so on and so on, ad nauseum?

It is sickening that a new product is lucky to last five years any more; whatever the product. I have long expected this kind of garbage from pathetic American companies, which is why I purchase Honda and Toyota vehicles, but now it's all the rage for every company to design shrinking built-in obsolescence windows, while continually increasing prices, which is utterly reprehensible. A $100.00/hour repair rate is ridiculous also.

A satisfactory scenario from my end has these options:
~ Repair and return my A60 for less than $20.00.
~ Replace my A60 for another new A60 including a two year warranty.
~ Replace my A60 with a PowerShot A510 or PowerShot A620 for $50.00 including a two year warranty.

Should we not be able to reach an agreement, please return my A60 and I will be more than happy to purchase another brand and share my dismal Canon experience with everyone I rub shoulders with, online forums, chat rooms and The Better Business Bureau.

Thank you for your time and effort in this matter.

Sincerely,


Canon U.S.A., Inc.
Factory Service Center Shawn Donovan, Customer Service
1440 Chase Avenue
Elk Grove Village, IL. 60007

27 September 2005

Hello, Shawn:

I've had no luck getting through via the telephone, thus I find snail mail more efficient. Please make sure the person you'd referenced as your superior acquires a copy of this also.

Reiterating the relevant facts:
I purchased a $188.94 Canon Powershot A60 12 December 2003 from Amazon. It was shipped and I received it 5 January 2004. It came with a 12 month warranty. Approximately 3 August 2005 the camera lens begins malfunctioning (camera lens doesn't want to open/extend: E18 error). Disbelieving that my new camera would be failing already, I check the batteries but the condition continues to worsen for two weeks until it doesn't function at all. Thus I discover that I have to send my camera off to Illinois for servicing. I receive notification that you received my A60 on 25 August 2005 with a (minimum) repair bill of $115.02, (minimally) 61% of the camera's cost.
Mr. Donovan offered a 20% discount on the repair bill (whatever that might ultimately be).

During our last phone conversation, you'd clarified what Canon can and cannot do. This isn't the truth. Canon can do whatever it pleases concerning customer service and its products. You've merely espoused what Canon won't do for a valued customer, in this case myself.

The implication was also made that I may have misused or abused my A60, however this is not the case. I teach secondary art (as well as do freelance artwork) and value my equipment very much and take care of it and all of my personal possessions rather meticulously. You yourself noted that my camera was in good condition.

Another extremely aggravating facet to this scenario is that I was using the camera to do an important school project. Having the camera fail on me had completely destroyed my deadline.

What I can ascertain from my experience thus far is that I can and should expect a Canon product to become utterly useless or at best an expensive inconvenience within 17 months. Doesn't instill much buyers' confidence, especially when there are other strong options on the market. My stepmother and good friend were both considering purchasing A60s, but their purchasing decisions rest upon how this transaction is resolved*.

I haven't asked for some exorbitant product upgrade or Canon stock. I've presented several reasonable options to Canon as outlined in my previous letter.

I would prefer that this is resolved quickly. I would rather not have to waste any more of my time in disseminating the facts regarding Canon's maladroit handling of my case.

I await Canon's decision.

Sincerely,

Eric
Warren, Ohio
U.S.A.