Extremely disappointed with the service at the Canon store!
I got an email on Saturday, May 29th, saying that my pre-order was expected to ship within 24-48 hours! I was really excited.
Then I logged into my account yesterday to see if there was a tracking number, but it showed the order was canceled! No one contacted me and I didn't cancel it. I tried calling, but they were closed for Memorial Day.
Woke up this morning and promptly called Canon at 6am (Pacific time, since they opened at 9am Eastern time). After a moderately long hold I spoke to someone who confirmed the order was canceled. Some problem with the billing address, they said. I replied that I had my card in my hands and we can process it over the phone. The conversation went:
Canon rep: "Well, this was a pre-order and now it is canceled and can't be updated. We have to submit a new order".
Me: "Ok, we can process this as a new order, but you can then just ship me the lens that was ready to be shipped to me."
Canon rep: "Oh, it doesn't work that way. The system doesn't let us. Let me see if we have it in stock... Oh, it is back ordered..."
Canon rep: "I have no estimate for when you would receive it"
Me: "Can't you just input me at the priority point corresponding to my pre-order?"
Me: "I tried calling over the weekend, but you were closed, and no one contacted me."
Canon rep: "Sorry, the system won't let me."
Me: "There must be someone who can override the system and maintain my order priority"
Canon rep: "You can talk to the supervisor, but they can't change the system"
Me: "Ok, let me talk to the supervisor".
Canon sup: "Hi, how can I help?"
Me: [I explain the entire story]
Canon sup: "Oh, the system won't let me update. You have to create a new order. I don't know when you would receive it, it is back ordered"
Me: "There must be someone who can input my order maintaining my preorder priority"
Canon sup: "No, it can't be done"
Me: "Surely, if we keep escalating all the way up to the Canon CEO, he would be able to do it"
Canon sup: "No, it can't be done. Is there anything else I can help you with?"
At this point, I asked for the supervisor's name and politely ended the call.
I get shortages, I get too much demand. All good. But as a customer, I did the work to get in line, I woke up early for the announcement. I followed all the news on CR and was up when the lens was announced to place my preorder immediately. I followed up on the email they sent on shipping, I called immediately as soon as I learned of a problem (BTW, I still have not been contacted by Canon regarding my order, other than the message saying it would be shipped within 24-48 hours. I only found out it was canceled because I logged in to get the tracking number). Still, I won't be getting the lens anytime soon. Disappointing.
I really love Canon products, but this experience has really dampened my enthusiasm. If it were a retailer, I would just blame them and keep on trying to get my hands on the lens. But this was Canon.
I guess in the end the problem is really mine. Getting too excited for the new technology. I'll still be watching for updates on gear, but won't be lining up for new products quite so eagerly. The older, used products are awesome as well. Perhaps I'll enjoy those for longer. In this case, I'll be hanging on to my Sigma 120-300mm F2.8 DG OS HSM | Sports. I'll look into the RF 100-300mm sometime down the road, perhaps when it hits the refurb store.