Need to send my 20D in to Canon...what's the procedure?

[Zerin Dube]

I need to send my 20D in for service to Canon, but I can't get a straight answer from the Canon customer service line about how to go about doing that. They simply tell me to mail it to this address in California, but there is no way I'm mailing my camera randomly without a case or tracking number. Is this par for the course when sending in a camera to Canon?

Issues with my 20D:

Flash Pop-up doesn't work anymore
Viewfinder is off to the right by about a foot
BG-E2 Grip reports dead batteries even with fresh one
24-70 f2.8L seems to not focus as well as it used to.
Needs a nice cleaning and once over.

In the meantime I've purchased a 30D to take over primary body duties, but want to hold on to the 20D as a backup/2nd body after its repaired.

Thanks in advance!

[John Jovic]

OK.

I spent about 15 years fixing computers, electronics and related electro mechanical stuff. If you approach anyone with a list of faults I can assure you that they will all be ignored except for the main couple of issues you highlight. I sicerely believe that you have absolutely no hope of having every item you have listed being attended to properly.

Please prove me wrong...

One word, Ebay. But be honest.

JJ

[Todd Corzett]

I have not dealt with Canon customer service via phone, but have walked-in to their Irvine, Ca location several times for "sensor cleanings", and they have always worked with me (no case numbers or anything... but that's because I don't leave the building). I have also heard of people sending cameras in with known issues, that get other things replaces (ie a scuffed hot shoe)... so I'm sure they run a set of diagnostics. As for the 24-70, that's more than likely a lens issue - not a body one. I would guess you could get a claim/case number prior to shipping (never needed to try), and then send via FedEX/UPS for tracking information. IMO, if you're going to use/sell it... get it repaired. I have a D30 that's shutter is ready to explode... I've not bothered repairing it because I know I'll never really use/sell it (the $$$ is better spent elsewhere).

-Todd...

[Zerin Dube]

To that I ask...how do you know what to fix if I don't tell you what's wrong with it? Flash doesn't pop up is easy to diagnose...viewfinder being off, also easy. BG-E2 issue is a known issue by Canon, and the cleaning can be performed while its there. If I'm paying for all this, it shouldn't be any big deal for me to point out the issues fixed. If Canon can't fix a list of 4 issues because that classifies me as a difficult customer, I don't want to be working with Canon anyway. In fact, if any business chose to ignore faults because I gave them a list of what needs to be looked at and repaired, I would never, EVER do business with them again.

OK.

I spent about 15 years fixing computers, electronics and related electro mechanical stuff. If you approach anyone with a list of faults I can assure you that they will all be ignored except for the main couple of issues you highlight. I sicerely believe that you have absolutely no hope of having every item you have listed being attended to properly.

Please prove me wrong...

One word, Ebay. But be honest.

JJ

[John Thawley]

Zerin:

Quit being paranoid. Send Canon the camera. You'll get it back, it will most likely be fixed. I've sent two back over the years and never had a problem. Seriously, they don't want your camera. They'll fix it and return it. ;)

JT

[Mike Ditz]

OR ---

If you insure it and use DHL there is a 50:50 chance that they will lose it. :)

[Todd Corzett]

If you insure it and use DHL there is a 50:50 chance that they will lose it. :)
LOL... my D30 is insured... I wonder where my nearest DHL store is :rolleyes:

-Todd...

[John Jovic]

To that I ask...how do you know what to fix if I don't tell you what's wrong with it? Flash doesn't pop up is easy to diagnose...viewfinder being off, also easy. BG-E2 issue is a known issue by Canon, and the cleaning can be performed while its there. If I'm paying for all this, it shouldn't be any big deal for me to point out the issues fixed. If Canon can't fix a list of 4 issues because that classifies me as a difficult customer, I don't want to be working with Canon anyway. In fact, if any business chose to ignore faults because I gave them a list of what needs to be looked at and repaired, I would never, EVER do business with them again.

Fixing any number of 'hard on' faults is not really an issue. It's when you introduce intermittent faults (or issues where a judgment is used to describe the fault) that you have nothing but trouble. It's difficult enough to fix just one intermittent fault much less several. You really wont have trouble fixing main things you mentioned, faulty flash, bge2. Not sure how you'll go with the 'lens isn't focusing as good as it used to' problem, or the viewfinder. Out by a foot might be within Canons spec! It's best to get things fixed when they happen otherwise it can be difficult to get a bunch of things properly attended to.

JJ

[Todd Spoth]

Nothing but great service through Canon. I have over $300 worth of Canon Service Vouchers and they offer a 72hr turnaround time through CPS if you are a member. I am a member and its sweet.

[Thomas Maranda]

Start here:

https://www.usa.canon.com/consumer/controller?act=OnlineTrackSearchAct&fcategoryid=215&modelid=10464&keycode=6500

That will get the ball rolling for a repair.

Another option is to call the service center directly (which is what I did, Irvine's number is 949-753-4200), they emailed me the forms. I printed them out and included them with the equipment for service. I boxed stuff up in the original packaging, then put it in another box with some peanuts, just like B&H would do. I paid for the shippin insurance, so I could have peace of mind. Once they get the stuff, you can track how the repair is going on the website.

[Norm Yee]

send your gear to them via a trackable & insured delivery method (DHL/FedEx/UPS/etc). i typically just use the original boxes & take out all the unecessary accessories/manuals/etc.

The canon irvine service center's address is:

Canon Factory Service Center
15955 Alton Parkway
Irvine, CA 92718
(949) 753-4000 (there might be a more direct #, this is the main switchboard)

i just had a 20D & 24-105 in service there last week. Arrived there 9/15, back in my hands 9/21 (though I am a CPS member so I get priority turn around -- i did call in advance to check on the turn around as well, since I needed it for a trip last weekend), Have also sent in 70-200 IS, 1D MK II, 16-35, 24-70 and a few other items previously. Everything has always been taken care of & returned well packed. A few items that were out of warranty were even repaired/serviced for free.

I typically attach a separate letter with bullet points indicating each issue I want to have addressed. Be sure to be concise. Include samples if possible illustrating the problem (on a CF card, etc). I've done this many times and my issues have always been addressed.