My Experience w/ Canon Factory Service Center

Good Morning All!!

I am basically just posting this for anyone that maybe debating now or in the future about sending their gear to Canon for inspection/repair. I have always wondered how much would shipping run, how long with they have my gear, what are they like to deal with, will I be pleased with their service. Well, now I am about to find out and just thought I'd jot down a log on how things are going ...maybe someone will find it helpful.

Most of you know I purchased the 135mm f/2 and after giving the lens a +14 micro-adjustment, I did achieve sharpness but was not happy with having this much of an adjustment and sent it back to B&H. I ordered a second copy last week from Amazon and this one couldn't achieve focus or sharpness no matter what I did! Is it the lens? My camera? I could have sent the lens back to Amazon but then I'd never know for sure if my camera had an issue. Since the warranty is running out on the7D, Isent it, the 135mmL (and the 35mm L) off to Canon Factory Service Repair in Va. The 35mm was my most difficult to micro-adjust so I sent it along for the ride.

I filled out the forms on Canon's website (one for each piece) and packaged them up. As noted, I removed all accessories from the camera and I also did not mail them back in their original boxes ...never know if they'll just come back in brown cardboard boxes.

For the form for the 7D I noted difficulty achieving focus, higher than average noise at high ISO settings (this assumption I came to from seeing photos on this site), and darker than normal viewfinder.

1/10 - Mailed UPS Ground. It costed $61.17 to ship w/ $3,000 insured value.


1/13 - Canon received it the morning.
<p sizset="0" sizcache="15"]Morning of 1/14 - Received this email from Canon ...
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<p style="line-height: 100%;" class="yiv308429984MsoNormal"]<span style="font-size: 10pt; color: black; font-family: Arial;"]We have received your equipment for evaluation and repair. Based on our initial examination, we will start the necessary repairs at no charge to you. You can expect the repair to be completed and returned back to you within approximately 7 business days* from the date shown above. There is no need to respond to this notice.

Please note that in the unlikely event that any additional internal damage is found due to liquid/water, sand, corrosion, battery leakage or impact (such as dropping the unit), a revised estimate will be sent for your authorization, since these conditions are specifically excluded from warranty coverage.
<p class="yiv308429984MsoNormal"]<span style="font-size: 10pt; color: black; font-family: Arial;"]Thank you for purchasing Canon products and for allowing us this opportunity to serve you.
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<p class="yiv308429984MsoNormal"]<span style="font-size: 10pt; color: black; font-family: Arial;"]Best Regards,
Canon Factory Service Center

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<p style="line-height: 100%;" class="yiv308429984MsoNormal"]<span style="font-size: 8pt; color: black; font-family: Arial;"]Please note that this E-mail is to inform you of the status of your repair only. Please contact Canon's Customer Care Center at <span style="background: none transparent scroll repeat 0% 0%; cursor: hand; border-bottom: #366388 2px dotted;" id="lw_1295027223_5" class="yshortcuts"]1-800-828-4040 with any questions concerning your repair. Please do not reply to this email.
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<span style="font-size: 8pt; color: black; font-family: Arial;"]*Actual times may vary. Seasonal volume or repairs requiring special parts may add more time.

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Personally, I think the last line in the letter should read ...we apologize for your having to use our repair center after spending $$$$, rather than "allowing us this opportunity to serve you" but I am still grateful to get the email letting me know the status. If all goes well I should have everything back within a week!

Updates to come ....

Denise

1/21/11 - Received an email this morning from Canon stating that they shipped my gear back to me yesterday. I should receive it Monday, 1/24. The email also showed that there were no charges to me. The main thing that the email did not state is what (if anything) was found to be wrong with the 7D, 135L or 35L. If I don

I received a similar e-mail from the factory with my 50mm f1.4. There was a short explanation on the invoice in the box when it arrived. The invoice for mine was zero also, covered under warranty.


Let us know the final outcome.


Mark

Quote:

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Originally Posted by clemmb

There was a short explanation on the invoice in the box when it arrived

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Same here. It was in real small print at the bottom. I missed it the first time thinking it would be somewhere in the middle of what looked like a big blank page.


Gotta wait 'til Monday? Man that sucks. Must be some Bear fans at the Canon Service Dept.

Personally I have no problems with Canon Factory Service. I actually live about 30 min from the Virginia Center and 5 min from the call center. I have Platinum level CPS membership. This saves me 60% on all repairs and I get free expedited shipping to them and free 2 day return shipping. I also get 6 free clean and check vouchers, and free rentals. Canon will provide a free loaner the day they receive the equipment until you receive yours back.


They have a Gold membership level, which is cheaper a $100, have 2 clean and checks, rentals, fast turn around repair and a 30% discount.


usa.canon.com/CPS

The emails are rarely informative; the printout attached (by rubber band) to each piece tells you what was found and done.


Ehcalum, congratulations on being a professional shooter who qualifies for CPS. The rest of us wish we could do this.

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Originally Posted by peety3

The emails are rarely informative; the printout attached (by rubber band) to each piece tells you what was found and done.


Ehcalum, congratulations on being a professional shooter who qualifies for CPS. The rest of us wish we could do this.
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Yes, their standardized emails leave alot to be desired but it is nice to know that I can expect more information when I receive my gear back on Monday.

Congrats, from me too, Ehcalum!! That is a reallysweet deal you qualify for! Too bad that I will never be in that group! [:(]

Denise

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Originally Posted by ddt0725

Congrats, from me too, Ehcalum!! That is a reallysweet deal you qualify for! Too bad that I will never be in that group!

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Denise, one more camera and I think you have enough equipment to qualify. You did sell one of your pics and you are the company photographer it appears.


I just signed up. The only quiz was what equipment you own they didn't even ask about profession. I guess if you can prove you own at least $5,000 worth of equipment they require they trust you are professional.


Rick

Quote:

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Originally Posted by HDNitehawk

I guess if you can prove you own at least $5,000 worth of equipment they require they trust you are professional.

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How do you do that? Provide serial numbers?

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Originally Posted by piiooo

How do you do that? Provide serial numbers?

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If you go to canon's website, and you have an account, there is a link at the bottom to sign up.


Its a four or five step process. And yes it asks for your equipments serial numbers. I think the lowest level required two cameras above a 20d, and three professional lenses. Lowest level is free, second level is $100 and the highest level is $500.

Thanks a lot HD![:)]

FYI, the Gold level gift this year is a monopod cover, the platnium is a Think Tank Shapeshifter bag. Also your clean and check vouchers are only good for a single year and do not carry over.

Good to know, thanks!


I've been considering signing up, at least for the free membership. I hope I don't need repair work, but my at least one of my lenses is now out of warranty, and more will follow - getting 20% off a repair, for free, seems like a good deal.


For those considering it, here's the LINK.


Note that while you need two &gt;20D bodies (or one current 1-series body) and3 'professional' lenses,they define 'professional lenses' pretty loosely - the list includes lenses like the 50/1.4, 85/1.8, EF-S 17-55mm, etc.

Quote:

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Originally Posted by Ehcalum

FYI, the Gold level gift this year is a monopod cover, the platnium is a Think Tank Shapeshifter bag. Also your clean and check vouchers are only good for a single year and do not carry over.

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I did the Gold so I could get a CPS camera strap and maybe send my 300mm in to be checked out.

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Originally Posted by neuroanatomist

I've been considering signing up, at least for the free membership.

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At some point, maybe if we buy enough gear they will give us a special membership where they will come out to our houses to service our gear. Or at the very least we will be on a first name basis with a lot of the top people at Canon. (Like Daniel Browning is withFujio Mitarai)

Within the past two or three years, they increased the criteria such that you had to make 51% of your income from photography. Have they dropped that? I

Quote:

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Originally Posted by peety3

Within the past two or three years, they increased the criteria such that you had to make 51% of your income from photography. Have they dropped that? I'm not willing to give up a lucrative career so I can make peanuts on photography, just so I can qualify for CPS.

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It is not written that way, this is what it says:


"An individual, self-employed or an employee of a professional imaging business, that, as a full-time profession, is directly involved in the creation of images; either moving or still."


Which can be interpreted several ways. By this definition the clerk at the copy store would qualify, and not a full time photographer at a major company thatis not a pro imaging business. That wouldn't make sense. As always Canon's communication skills could use some improvement.


Each person I guess would need to decide whether they qualify or not, I just know that when you fill out the application it didn't ask you any questions nor did you have to provide any proof about your occupation.


The application to join, does not even ask if you qualify. It only asks what equipment you have. Seems Canon is more concerned about you buying their equipment than how you make your money.

Quote:

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Originally Posted by peety3

Within the past two or three years, they increased the criteria such that you had to make 51% of your income from photography. Have they dropped that? I'm not willing to give up a lucrative career so I can make peanuts on photography, just so I can qualify for CPS.

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The requirements state that you must be, "An individual, self-employed or an employee of a professional imaging business, that, as a full-time profession, is directly involved in the creation of images; either moving or still."


According to posts here and elsewhere, they don't actually check. For me personally, I note that they don't state that the 'full-time profession' which involves 'the creation of images' needs to be performed using Canon equipment...maybe it's sophistry, but I'm going to go ahead and consider photomicroscopy as something that fits that definition.

Photomicroscopy definitely should fit the definition. I have a 10D on my microscope right now.


[img]/resized-image.ashx/__size/550x0/__key/CommunityServer-Discussions-Components-Files/24/6013.Sperm-of-Newt-2.jpg[/img]


Newt sperm. 1000x.

When I applied a few years ago, it did ask for my position, of which I stated Staff photographer for TriDuo Photography.


Only problem I

Well, I got my gear back from Canon today!


As I was told by members here, there were papers attached to the gear that explained what was done.


The main problem I had was with my brand new 135L as many of you recall. First copy, +14 microadjustment, 2nd copy couldn't focus for nothing. It came back today with a +7 and this explanation ..."Your product has been examined and it was found that an adjustment of the lens assembly was incorrect. electrical adjustments were carried out on the lens assembly and product functions were confirmed. Inspection and cleaning were carried out as well." Does this mean that all they did was a microadjustment??


I just got home from work and need to get dinner out of the way but after a number of spontaneous hand-held shots, I am far from impressed with the 135L still! I took a number of shots of objects on the table and a few headshots of my daughter and none of my daughter were in focus and it was hit and miss on the stationary objects!


Now the 35L ...I sent this in just to see if my microadjustment was the same as what they find. Overall, I have been pleased with my findings but who knows, maybe they would make an improvement. It left at a +1 and came back at +1 and this explanation ..."Your product has been examined and it was found that an adjustment of the lens assembly was incorrect. Electrical adjustments were carried out on the lens assembly and product functions were confirmed. inspection and cleaning were carried out as well."


I AM SENSING A TREND HERE! Obviously, it doesn't mean a microadjustment because it came back the same as it left.


The 7D - I sent this in mainly to get it adjusted with the lenses and to make sure IT wasn't the problem. It came back with this explanation ..."Your product has been examined and it was found that the adjustment of the AF assembly was incorrect. Electrical adjustments were carried out on the AF assembly and product functions were confirmed. Other electrical adjustments, inspection and cleaning and parts replacements were carried out". This sounds similar to what they said about the lenses but more geared toward a camera! Is it just me or do these explanations sound standardized to you???? What parts were replaced?


Now I suppose I need to double-check both these lenses and all the others I have and re-micro-adjust! As of right now, I think the 135L is going back for a refund!


Sorry, for the long explanation of results but their you have it ...my first experience with Canon Service Center.


Discussion and comments on these results very, very much appreciated! Did anyone else here get the same "form letter" results?


Denise

Denise


You should have them set at 0 now not plus anything.


Thats the idea of sending it in.


Rick

Quote:

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Originally Posted by HDNitehawk

Denise


You should have them set at 0 now not plus anything.


Thats the idea of sending it in.


Rick
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SERIOUSLY!? What the heck!? ERRRR ...I am NOT happy! I haven't figured out yet if I am sad or mad!

This only goes right with the day I had ...which I am about to start in another thread!

Denise

Denise


Why don

When sending in a lens or body to get adjusted, it helps to send them both at the same time. I sent my 70-200 2.8 and 1D in togeather for a regular Clean and Check, with a note the the AI Servo was running slow. Ended up getting a new af chip in the lens free of charge and a minor tweak in the 1D.

Yes, the explanation on my 50mm was brief. No detail.


I was thinking of sending my 5D and lens in since it does not have micro adjustment and id a hair off.


I would call the service center and voice my frustration.


Mark

Quote:

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Originally Posted by HDNitehawk

set your camera to AF Microadjustment Disable. See how it works.

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Agreed. Hopefully what happened is that they electronically adjusted the lenses (I've read that to adjust them, they change soldering points inside, not sure how true that is), but didn't reset your AFMA values on the camera.


Let us know how it goes!

Denise,


Your experience from Canon, mirror

Denise,


One more thing. I bought the Lens Align Pro system, and after multiple attempts, under even the best lighting situations, I am no closer to a resolution, than I was 100 hours, and several hundred dollars ago.

Quote:

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Originally Posted by MacManUS

One more thing. I bought the Lens Align Pro system, and after multiple attempts, under even the best lighting situations, I am no closer to a resolution, than I was 100 hours, and several hundred dollars ago.

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OMG, Do I feel your pain ...right in the middle of my forehead right now!!

The tests I just finished doing right now were by no means Lens Align Pro perfect but ...if I really wanted a sharp photo of those keysI just put inin the middle of my table ...I should be able to get a sharpphoto of those keys with a $1,000 lens and a $1000+ camera and a $500 tripod &amp; ballhead!


First off, yes Canon still had the camera set on micro-adjust by lens, so I put it on disable and things have improved! But, one of every 3 or 4 shots with the 135Lare sharp. So, is this normal to get one sharp shot out of every3?

I will post photos of my funky subject set-up if you promise not to laugh. I just didn't have time to find the paper I have to focus on and line it up perfectly and then take the shots. so I improvised.

After taking numerous shots of many things in my house, the 135L is consistently focusing right on and then the next shot of the same thing, focused in the same spot is front focused by alot and then the next shot will be sharp where it's suppose to be again for about two in a row!





http://farm6.static.flickr.com/5211/...ceb7e9d4_z.jpg


http://farm6.static.flickr.com/5212/...f9314d31_z.jpg

In the upper two pictures, I think we

Quote:

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Originally Posted by peety3

I suspect one of the challenges here is that the focus sensors (as I understand them) tend to be more "+" shaped than box/rectangle-shaped, although newer ones would be a combination of "+" and "x". Sometimes it requires an understanding of the sensor's shape and size, unfortunately.

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This is something that many people do not know, but it's absolutely correct. Another relevant bit of information is that the actual AF sensor is a bit larger than the box representing it in the viewfinder. Finally, you're right that the center AF point on the 7D is actually a combination of a "+" and an "x" - but different parts of that AF point have different sensitivities. When using the 135L (or any lens of f/2.8 or faster), the "x" part of the center AF point is used, and with slower lenses, or if the "x" subsensor can't achieve a lock, the "+" is used.


Denise, I took a pair of your examples and superimposed an approximation of the 7D's center AF point onto them. The green lines are the f/2.8-sensitive high-precision sensor used when focusing with the 135L. As you can see, on the left it looks like the lower bars of the "x" were used, and on the right it looks like the upper bars of the "x" were used. Technically, based on the limitations of the AF system, both of the shots are in focus.


[img]/resized-image.ashx/__size/550x0/__key/CommunityServer-Components-UserFiles/00-00-00-35-15/DT-AF-example.jpg[/img]


This sort of thing is why AF microsdjustment tools (LensAlign, SpyderLensCal) have aflattarget for the AF system, and only the depth of field scale is at an angle to the camera. It's also why even with a precisely adjusted AF system, there are still misfocused shots - sometimes it's just randomness, but usually it's because unlike AFMA tools, the real world isn't composed of flat, perfectly aligned, high contrast targets. But all an AF system can see is a contrasting feature crossing a pair of sensor lines of the selected AF point. If there is more than one of those, and the subject is at an angle, and the DoF is thin enough for it to matter, the camera has no way to know which one you're actually trying to hit.


As a side note, you mentioned that it is, "...consistently focusing right on and then the next shot of the same thing, focused in the same spot is front focused by alot." I don't know if I'm giving too much credit to the AF system, but it may actually be designed to do just that - i.e., with a couple of shots in succession using the same AF point, where different parts of the AF sensor give different planes of focus, the system alternates which subsensors are given preference from shot to shot, to increase the likelihood that you get a shot where the AF system locked onto the feature you intended.

It never fails ...every day I either learn something new from members on this site or I gain a better understanding of things I thought I knew! Thank you so much John for going to the trouble of putting your response together for me! I extremely appreciate it!!


I wish I had more time to accurately test this lens and my others during the week. I still have some time left to still return it so I want to make sure I am overjoyed with it before that time runs out. If I