Canon 1DX Damaged by CPS

[birdsong]

Last week I sent in both of my Canon 1DX camera bodies to CPS in Irvine, CA. regarding the Canon factory service notice on potential auto focus issues. Today I received both cameras back and upon careful inspection noticed one of the camera bodies had been damaged. The below image shows where the black paint on the body has been completely scratched off near the area of the camera where the neck strap would attach. I have never used a neck strap on either camera, nor has either camera ever been dropped or even bumped into anything. Before carefully packing and shipping the cameras to Canon I meticulously cleaned both bodies and know with 100% certainty that there was absolutely no wear on either 1dx body. I tried calling Canon's CPS number but they are closed for the evening. One last piece to the puzzle, the damaged camera was shipped back to me in a box so small the body its self could hardly fit inside the box. The other 1dx which was not damaged was shipped back at the same time in a separate box literally 4 times the size of the other box. I've attached an image as well.

Any advice on how to deal with CPS when I call them tomorrow morning (they are currently closed) would be greatly appreciated.

 

[Don Haines]

Is it the same camera? Did they send a different one back?

 

[birdsong]

it is definitely the same camera body, I checked both serial numbers immediately receiving the cameras back from Canon. I was honestly hoping they accidentally sent me the wrong one. I can hardly believe this happened and am seriously beyond pissed off!

 

[jeffabbyben]

I sent in my 300mm f2.8 II to have the firmware update done. I put it in the original box with all the great packing and protection. I received my lens back in the same flimsy type of box that you received your camera in. It was poorly packaged. Luckily it made it back ok. Still makes me angry though and I miss the quality of the original box if I ever need to ship it again.

 

[Chris_prophotographic]

Start with an agent, drill down hard to a supervisor remember names and what was said be polite but they will try to lessen their responsibility.

My 70-200 mk2 had a slight hiccup at the 1.2 m - 2.5m AF , estimate was 250$ i was like really but the lens was 3 years old OK I guess, then I got a revised estimate 1275$ replacing everything except the glass i was like forget it the things is crispy just wanted it to be back to spec. I said return it don't do a thing. I get it back the day of a couples shoot pop it out of the box and guess what its literally has NO AF an its feels grindy and clicky when turning the Focus ring and at times the ring does not turn the distance meter inside. They literally pulled apart i'm guessing and THREW it back together when i rejected the REPLACE 4 parts.

I get a rude female agent blaming cause i rejected the service I'm like lady I was working at 95% capacity now its at barely 25%, missing focus not hunting not working, sounds like its been thrown back together.

I call back I get a agent that sat next to that one similar but less rude and neutral to my plight, i.e you broke my lens.

3rd i get the supervisor who says for 700$ they will return it to spec and 6 month warranty not bad but im still on the fence cause it was never this bad. This is CPS canada not usa.

let me know how it goes for you.

 

[birdsong]

look at what the camera was wrapped in when CPS shipped it back to me, a single piece of brown paper, similar to a brown paper bag you'd use to bag your groceries in. Really CPS, my $7000 1dx and this is how you ship it back to me.

 

[shashinkaman]

Birdsong,

This kind of service from CPS is of course unacceptable, but I am afraid those marks don't look anything like clear impact damage, and there for Canon will never, ever take resposibility for it...
Coming to think of it, if you look at the angle and the pattern, it is a bit of a mistery how those got there during a maintenance session in a service center in the first place...? Maybe a CPS service center guy took it for a spin during the weekend
Anyway, You should of course give them a ring, but I think it would be better to prepare yourself mentally for the adoption of a slightly scared Eos 1DX into the family!
And Don't forget, those marks (eventhough they suck big time!) will NOT show up on your photos ;D
Good luck!

 

[Chris_prophotographic]

The CPS people did not know what or how the AF, the limiters and the IS system did in the lens or how it affected it.

THey literally spoke as if they were dealing with Powershot people all day and this was CPS not canon general.


Your problem is cosmetic but still very real I would suggest anyone send stuff off to Video their GEAR first and take.... a pictures of it from all angles.

 

[birdsong]

shashinkaman, I completely agree with what your saying and am mentally preparing that Canon will do absolutely nothing to help me. The scratches wouldn't bother me in the least if it was something I did to the camera while shooting, but it really boils my blood that this is damage that occurred in their possession and even worse, their stupid factory recall.

 

[faidwen]

Is it possible that this "individual piece" of body is NOT the original that you shipped to them??

IE: maybe they had a bunch of body pieces similar, and just slapped on this upper / strap assembly area that perhaps wasn't from your original outer body shell?

Beats me, bit it honestly doesn't look like an area that they would be messing with during repair??

Whenever I send things off, I make sure I take 360s next to serial numbers... not that it always helps when something goes awry, but it can help.

Remember, if you make enough stink (IE: social media, blogs, create web pages, etc etc) someone, somewhere will normally take notice.... eventually!

 

[LSV]

Your outrage is completely warranted and understandable. It really looks like someone took your camera for more than a spin around the block. This is unacceptable and the one responsible should lose his/her job over the offense. Of course, be polite in voicing your displeasure, but go up as high as necessary to resolve this to your satisfaction.

 

[Chris_prophotographic]

yes i think being a bit vocal is good

 

[scottkinfw]

I would recommend be polite and try to go up the food chain. It is tough to get a supervisor, but be firm. Anyway, they may let you send it in for eval. My guess is that during shipping, the part rubbed against the box and paint came off. There is no touch up paint so they just replace the part. I had a mar on my 5D3 that made me crazy (my fault) and had to have it changed out for a couple of hundred $$.

Best of luck, let us know how it ends up.
sek

shashinkaman, I completely agree with what your saying and am mentally preparing that Canon will do absolutely nothing to help me. The scratches wouldn't bother me in the least if it was something I did to the camera while shooting, but it really boils my blood that this is damage that occurred in their possession and even worse, their stupid factory recall.

 

[WillThompson]

Any advice on how to deal with CPS when I call them tomorrow morning (they are currently closed) would be greatly appreciated.

CPS support is open 24/7

Use the support not the repair option, and ask them what to do next.

Will T.

 

[shashinkaman]

Birdsong, I feel your pain, I really do! :'(
Even here in Japan, CPS has managed to make my blood boil once or twice! But unlike where you live, the guilty employee here has to commit 'Seppuku' after screwing up ;D

 

[birdsong]

scottkinfw, I think you're right on the money, the camera was so poorly packaged that during shipping it rubbed and rubbed against the camera body until the paint came off.

 

[birdsong]

does anyone know the 24/7 support number to CPS?

 

[Mt Spokane Photography]

I would not get all worked up over it, just ask them to repair it. They can replace the top portion, or whatever is needed to fix it.
Its possible that they had to disassemble the camera and the damage was done then.

There is a warranty on all repairs, and they are usually very good about making it right, particularly for 1 series camera owners.

 

[alexanderferdinand]

There are two scenarious:
They see their mistake and try to offer you something to solve this problem
OR
they say, they didnt damage it and you have to prove it.

I understand your feelings, because it was loveless packed.

Good luck!

 

[shashinkaman]

My guess is that during shipping, the part rubbed against the box and paint came off.

scottkinfw, that is absolutely silly! C'mon!