C300: Not thrilled with Canon Repair

J

jb.

Veteran
So, I've got a Canon EVF-V70 for my C300 Mark III. This is the $3999 uber-viewfinder that came out with the C700. It's stunning, really.

At some point, it's developed some de-centering of the diopter. I don't think it's been dropped or really knocked around, but who knows. It manifests itself a lack of sharpness across the image plane. If I adjust the diopter to make the center sharp the edges get a little blurry and vice-versa. I figured it'd be something like a misaligned lens in there or something with the diopter adjustment, etc. Something repairable. To be honest, it's usable as-is and I'd been using it for a few weeks like that while I waited for a lull to send it in. Sent it in right before Christmas. I've had it for a little over a year (I got it in November 2023) so it's just out of warranty and I'm not sure this is warranty anyway since it developed this behavior.

I got my estimate today from Canon Repair in California... it's $3801.19 to repair it. Called them and while I couldn't speak to the tech that evaluated it, the guy on the phone said it looks like they're not repairing it, they're just replacing the viewfinder portion completely at that price.

At that point, it makes ZERO sense to "repair" it if I can spend another $200 and get a brand new one with a new warranty. Honestly, I'll probably just use it as-is or crack it open myself and see what's going on in there.

If anyone knows of a third-party repair joint that might work on this kind of stuff, I'm all ears... but I have to say I'm pretty disappointed with Canon treating a $4,000 viewfinder as disposable for what appears to be a minor physical problem.
 
I've always heard (read) those stories, same ole over the last 15 years, every penny anyone could get.

Worse part is there are probably less than a handful of other options that would compare, and selling it for a discount and getting something else might be too much of a downgrade (although would do the job if it came down to it, like maybe something from Zacuto).
 
Yeah. I’ve had my share of issues with Graticals as well. Zacuto puts things in EOL where they’re unrepairable because there’s no parts nearly immediately after the new one comes out… so I have a dead Gratical Eye here as well.

In reality, the EVF-V70 is usable as it is so I’ll probably see how far I can tear it down and then use it as it is. It’s still completely usable it’s just not stunningly sharp across the field.
 
That's a bummer. The few interactions I've had with Canon they've been kind of dismissive and/or arrogant. Sony has been much better...
 
I"m a bit puzzled how it could get in a state where it gives the symptoms you're describing. It's such a simple lens; one element, yes? I would think any place that does work on lenses could fix it.
 
Paul F said:
I"m a bit puzzled how it could get in a state where it gives the symptoms you're describing. It's such a simple lens; one element, yes? I would think any place that does work on lenses could fix it.
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That was my thought… there’s gotta be a subassembly in there that’s not aligned right and why the heck doesn’t Canon just replace that for a couple/few hundred bucks and I’m a happy camper.

It should just be one lens, but who knows? Since I don’t have much to lose, I’ll probably pop it open when it gets back and see what it looks like inside.
 
I just had one of my lenses (25-250) sent in to Canon for repair after it came back from a rental with what I’ll just call damage to a lens that I’ve never seen in almost 30 years of working in this industry. Canon, in the US, doesn’t even repair their own $30K Cine lenses. They send them to a third party they contract with. I’ll spare you the repair cost, but just say that if it were only $3800, that would have been a LOT more tolerable.
 
Run&Gun said:
I just had one of my lenses (25-250) sent in to Canon for repair after it came back from a rental with what I’ll just call damage to a lens that I’ve never seen in almost 30 years of working in this industry. Canon, in the US, doesn’t even repair their own $30K Cine lenses. They send them to a third party they contract with. I’ll spare you the repair cost, but just say that if it were only $3800, that would have been a LOT more tolerable.
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Ouch. Perhaps next time, go directly to the source and save on Canon's 100-200% markup; maybe Duclos or these guys: https://cinematechnic.com/services/cine_lens_service/
 
Paul F said:
Ouch. Perhaps next time, go directly to the source and save on Canon's 100-200% markup; maybe Duclos or these guys: https://cinematechnic.com/services/cine_lens_service/
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The client is covering the lions share of it(there was some general wear and tear that they said needed to be addressed as well, so I elected to have that done while it’s there) and they are facilitating everything with Canon, as they are a production company and have an account with them. But neither of us was aware that they were no longer directly servicing these lenses (they had to send one of theirs in a couple of years ago after TSA failed to properly re-latch the case and it fell out and was damaged).
 
jbregar said:
So, I've got a Canon EVF-V70 for my C300 Mark III. This is the $3999 uber-viewfinder that came out with the C700. It's stunning, really.

At some point, it's developed some de-centering of the diopter. I don't think it's been dropped or really knocked around, but who knows. It manifests itself a lack of sharpness across the image plane. If I adjust the diopter to make the center sharp the edges get a little blurry and vice-versa. I figured it'd be something like a misaligned lens in there or something with the diopter adjustment, etc. Something repairable. To be honest, it's usable as-is and I'd been using it for a few weeks like that while I waited for a lull to send it in. Sent it in right before Christmas. I've had it for a little over a year (I got it in November 2023) so it's just out of warranty and I'm not sure this is warranty anyway since it developed this behavior.

I got my estimate today from Canon Repair in California... it's $3801.19 to repair it. Called them and while I couldn't speak to the tech that evaluated it, the guy on the phone said it looks like they're not repairing it, they're just replacing the viewfinder portion completely at that price.

At that point, it makes ZERO sense to "repair" it if I can spend another $200 and get a brand new one with a new warranty. Honestly, I'll probably just use it as-is or crack it open myself and see what's going on in there.

If anyone knows of a third-party repair joint that might work on this kind of stuff, I'm all ears... but I have to say I'm pretty disappointed with Canon treating a $4,000 viewfinder as disposable for what appears to be a minor physical problem.
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This really doesn't sound like good service from Canon at all.

Out of curiosity, are you a member of Canon Professional Services? I know they do have some benefits, depending on the tier, where you can save up to 30% on repairs and get things like product loans or replacements while yours is in the shop.

I've actually never been a member myself but have considered it often. I own quite a bit of Canon gear and have always wondered if it would really be worth it.
 
As an owner of a Canon EVF-V70, that's shocking news. I will put multiple layers of protective padding around it now.

In any case, it sounds like Canon North America(?) is treating their customers a lot worse than here in Japan.
 
DustinSchmidt said:
This really doesn't sound like good service from Canon at all.

Out of curiosity, are you a member of Canon Professional Services? I know they do have some benefits, depending on the tier, where you can save up to 30% on repairs and get things like product loans or replacements while yours is in the shop.

I've actually never been a member myself but have considered it often. I own quite a bit of Canon gear and have always wondered if it would really be worth it.
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I used to keep Gold CPS($100/yr) for my stills gear and the base Silver level is still free if you have the minimum qualifying points, you just have to renew it each year as if it were paid, but the Cinema tier is stupidly expensive, at $1,000/year.
 
DustinSchmidt said:
This really doesn't sound like good service from Canon at all.

Out of curiosity, are you a member of Canon Professional Services? I know they do have some benefits, depending on the tier, where you can save up to 30% on repairs and get things like product loans or replacements while yours is in the shop.

I've actually never been a member myself but have considered it often. I own quite a bit of Canon gear and have always wondered if it would really be worth it.
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I’m CPS Gold… but none of the CPS benefits apply to Cinema products unless you join the absolutely stupidly priced $1000/yr Cinema tier. Even then, it doesn’t appear the EVF-V70 is covered under CPS Cinema according to their table of covered products.
 
Gonna be honest, I’ve been eyeing a used Canon 17-120 Cine-Servo… but Run&Gun’s story about his cine lens gives me a huge pause. What the hell is going on at Canon service where their consumer and pro stills stuff (that’s significantly cheaper) gets better service than their Cinema products that regularly crack five figures?

I love my Canon Cine stuff but the way they act like EF never even existed at this point and recent experience and stories about Cine service are really making me second guess my loyalty.
 
I thought Canon had turned over a new leaf (having felt the heat from Sony) but from recent experiences I’ve had and on here I’m not so sure….
 
jbregar said:
I got my estimate today from Canon Repair in California... it's $3801.19 to repair it. Called them and while I couldn't speak to the tech that evaluated it, the guy on the phone said it looks like they're not repairing it, they're just replacing the viewfinder portion completely at that price.
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Sorry to hear this! Did canon comment on whether it's a common issue or couldn't believe it happened etc?

As someone who has wanted the EVF-V70 for a long time now, I appreciate the info you've provided. I looked through a friend's EVF-V70 recently on their c5002, it's still so nice! It's like magic when your eye can only see a stunning image with absolutely zero light entering. I know that's the whole point but it's a really good product. I also wonder what the plan is for c400/USB, maybe they didn't sell many EVF-V70s and are happy to not further develop for the latest series.
 
rob norton said:
Sorry to hear this! Did canon comment on whether it's a common issue or couldn't believe it happened etc?

As someone who has wanted the EVF-V70 for a long time now, I appreciate the info you've provided. I looked through a friend's EVF-V70 recently on their c5002, it's still so nice! It's like magic when your eye can only see a stunning image with absolutely zero light entering. I know that's the whole point but it's a really good product. I also wonder what the plan is for c400/USB, maybe they didn't sell many EVF-V70s and are happy to not further develop for the latest series.
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No details at all, honestly. I wish I could have spoken to the actual tech or gotten more detail about what the problem is... but Canon doesn't work like that apparently.

They don't even break down what parts they want to replace on the estimate. It's literally:

Labor: $139
Parts: $3371.78
Return Shipping: $16.00

Then tax and such winds up at $3801.19

I also called the parts department on an unrelated issue (needed a new SDI cap for my C300 Mark III) and while I had the guy on the phone asked him if he could provide me the exploded parts diagram for the EVF-V70 because I needed some hard to describe parts for it. He said they can't provide that to me either.

I love my Canon products, but this has REALLY soured me on their factory service (which was great the last two times I had to use it). I just can't look past them treating a $4000 viewfinder as completely unrepairable on top of the whole "EF, what EF? Never heard of her." attitude from their service people.

They're also being kinda pokey about shipping the EVF back to me. I ended up finding a beat-to-crap-outside used one for $900 that I may use as a parts donor.
 
Will you try and get canon to do the repair with the $900 donor version? Or you'll buy it and DIY?

You should be able to get a diagram!

What about emailing various canon HQs around the world e.g. USA/AUSTRALIA/EUROPE/ASIA and seeing if they'd all treat the issue similarly? I know not the streamlined solution you want.

I'm guessing the cinema tier CPS only covers repairs that happen after joining, and you still have your doubts if the EVF is even covered.

Do you have separate insurance?
 
jbregar said:
No details at all, honestly. I wish I could have spoken to the actual tech or gotten more detail about what the problem is... but Canon doesn't work like that apparently.

They don't even break down what parts they want to replace on the estimate. It's literally:

Labor: $139
Parts: $3371.78
Return Shipping: $16.00

Then tax and such winds up at $3801.19

I also called the parts department on an unrelated issue (needed a new SDI cap for my C300 Mark III) and while I had the guy on the phone asked him if he could provide me the exploded parts diagram for the EVF-V70 because I needed some hard to describe parts for it. He said they can't provide that to me either.

I love my Canon products, but this has REALLY soured me on their factory service (which was great the last two times I had to use it). I just can't look past them treating a $4000 viewfinder as completely unrepairable on top of the whole "EF, what EF? Never heard of her." attitude from their service people.

They're also being kinda pokey about shipping the EVF back to me. I ended up finding a beat-to-crap-outside used one for $900 that I may use as a parts donor.
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$16 shipping LOL. Here's your $4000 repair on an item that costs $4000 new and by the way we're going to charge you $16 shipping. What a joke...
 
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