Peter C.
Veteran
It's a standard policy of any repair shop to avoid people sending in equipment then deciding they don't want to have it repaired. Its funny the psychological effect free shipping has on people.
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C300: Not thrilled with Canon Repair
- Thread starter jb.
- Start date
Run&Gun
Veteran
I will say one thing about my lens repair(currently in-line with an estimated 10-15 business days to be shipped back), they did provide a comprehensive break-down of what's wrong, the parts and the labor.
And in your case, there is no way on God's Green Earth I'd pay that when a new one is less than $200 more. I had a similar, although nowhere near as pricey, experience years ago with a Litepanels fixture. The repair was going to be within $50-$100 of a brand new one.
Zachadoodle
Well-known member
Really, that for only a glass replacement? That's an awful deal Canon just did.
See, that's the funny thing. I rejected the repair, Canon is shipping it back for free.
Pay the $3800 to "repair" it? Pay $16 for shipping back.
The whole thing has been super silly. It's a $4000 viewfinder designed for cameras well over the $10k mark. It should be repairable economically. There is obviously an issue with the diopter here and the diopter assembly and lens are probably the one of the most vulnerable parts of the unit. So, damage to those means the whole thing is a total loss and needs to be replaced? That's absolutely nutty and terrible industrial design.
It's a gorgeous piece of kit and to be honest it works like a viewfinder should vs. a Gratical or Kameleon or whatever. It turns on with the camera, it shows camera data efficiently, it looks gorgeous, it doesn't require tons of cables or other crap strung all over the place for power and signal. I LOVE this thing.
BUT, if I'd known up front that any damage or malfunction on this thing meant I might as well bin it and buy a new one I would have passed. Gear gets knocked around, it's unavoidable. Yes, I have insurance but I'm not even sure what caused this so I can't truthfully make a claim that it was damaged. For all I know it spontaneously did this due to heat or something. Who knows? I don't even know WHAT'S WRONG because Canon doesn't give a detailed breakdown of what they found when they cracked it open. If they even cracked it open. The guy on the phone seemed to say they were just replacing the entire unit so maybe they don't even open them up. Maybe it's filled with unicorn farts and opening it ruins it.
Anyway, glad I'm not overreacting and others think this is BS too. I just can't believe they consider a $4000 viewfinder unrepairable based on what I consider a pretty minor issue.
Hell, if it really does need the whole thing replaced offer to sell me a new one at cost. That makes more sense than offering to repair mine for $198 off of a new one. By the way, this viewfinder had a famous Canon "instant rebate" a month or two ago dropping it down to $1999 so you KNOW there's profit in there for Canon. If they'd told me it was $1500 to repair it I would have probably done it... but knowing they were selling these for $1999 a couple of months ago and now want $3800 to repair mine is just insulting my intelligence.
scorsesefan
Veteran
Yeah, you're totally not overreacting. Canon makes beautiful stuff but if they're not willing to back up their products in a mutually beneficial way what's the point? I do say mutually beneficial because if they don't try to squeeze someone like you for every penny trying to maximize their profits on a single repair, the result might be you giving Canon future business instead of turning to Sony or Red or whomever for future purchases. (drum roll for the defenders of huge corporations to chime in)... Have you tried contacting Photo Tech in NYC? I haven't used them yet, but they seem to be able to do a variety of repairs and if they're not able to they're willing to admit it...
Peter C.
Veteran
That's odd. My only point is big companies have policies in place often the person who you're dealing with doesn't have the authority to deviate from them.
But in general especially with Apple there has been an on going battle with 3rd party repair companies and with consumers right to repair. I don't know if it applies in this case but most big companies want customers buying a new device not repairing or upgrading it. If you want the repair they want to force you to use them to repair it where they can charge as much as they want.
Recently I was watching a video talking about Apple on their site sells refurbish computers of the previous generation at about the same price as a new mac of a new generation. My take away is the refurb section is basically to attract people looking for a bargain then when they compare it to the new then they see the new as the bargain and buy that instead which is what the company wants all along. So the incentive seems tilted towards encouraging you to buy new not repair but they're not coming out and saying it, they'll either over charge on the repair or get you to buy a new device. Either way they win. Sure you could go else where but most customers it is difficult to switch and they know that too. I don't believe in conspiracies or they being nefarious, its just how most business is done today by everyone.
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scorsesefan
Veteran
Which is a shame because rather than repairing something and giving it new life they'd rather it just go to a landfill in China?
There's not a lot of about this whole interaction that _isn't_ odd if I'm being honest. My most recent experience with Canon repair was when my C300 Mark II fell off of a tripod after the tripod plate screw failed. The entire top of the camera was dented, cracked, and there was a chunk missing from the casing over the ports. It looked like hell. It's insured, this is an obvious case where insurance should work for me so I sent it in expecting a massive repair bill (the C300 Mark II at that point was still a current item and very expensive). It also damaged the lens mount and broke a lens in half.
The estimate was $800 and some change to repair it all. I think the camera itself was $600 or so and the lens was $150 or $200.
This time I send in a viewfinder that looks brand new and retails right now for $3999 and as of like September retailed for $1999. It's usable as-is, but it's not what it could be.
The estimate is $3800.
I don't assign any nefarious intent to Canon here... I just think I'm caught in a spot where Canon doesn't give much of a crap about anything they've sold that isn't a current model and have an RF mount on it. The C400 can't use the EVF-V70 and all the cameras that can have EF mounts so they're dead to Canon at this point.
I REALLY wish I could get an exploded parts diagram from Canon for this viewfinder.
Well, on a whim I just called Canon parts and spoke to someone pretty knowledgeable and I think I understand the issue now. They don't sell any parts more torn down than the entire viewfinder assembly itself. So, Canon does consider the viewfinder assembly itself non repairable and therefore disposable.
Crack the objective lens window? New viewfinder. Tear one of the rubber buttons or break the selector wheel? New viewfinder. Dent or break the casing? New viewfinder.
The only separate parts they sell are the pieces of the mount (there are two arms) and the rubber eyecup.
What a **** design.
Crack the objective lens window? New viewfinder. Tear one of the rubber buttons or break the selector wheel? New viewfinder. Dent or break the casing? New viewfinder.
The only separate parts they sell are the pieces of the mount (there are two arms) and the rubber eyecup.
What a **** design.
Also, they still haven't shipped it out back to me... it's been 5 business days since I refused the repair.
I just called the repair line and apparently it's now been "escalated" and they should ship it out tomorrow. I'm curious what would have happened if I hadn't called in to ask them why they hadn't returned it.
The hits keep a' comin' for Canon Repair Service.
I just called the repair line and apparently it's now been "escalated" and they should ship it out tomorrow. I'm curious what would have happened if I hadn't called in to ask them why they hadn't returned it.
The hits keep a' comin' for Canon Repair Service.
Bassman2003
Veteran
Sorry to hear about your viewfinder. Sounds like what I would expect from Canon.
Yeah. Zacuto EOLs their viewfinders with a quickness. I have a Gratical Eye sitting here as desk jewelry that blew it's power board and they have no replacements.I think, IIRC, RED once said they can't service older cameras after some time because they don't have access to the parts anymore.
Maybe on the brighter side at least it's not an old-school RED $32K cinema camera.
The EVF-V70 is still a current Canon product AFAIK tho.
NorBro
Major Contributor
Besides once having a mental acquisition syndrome with a lot of gear (mostly cameras), this is why I always upgraded to the latest and sold stuff so quickly; the thought of keeping anything around too long and having it become old and unserviceable scared me.
I don't think that's a normal thought-process and people like yourself should expect quality service for dropping a ridiculous $4K on a viewfinder that you can't even get fixed for an honorable offering (and I know the ARRI and RED ones are even more).
I don't think that's a normal thought-process and people like yourself should expect quality service for dropping a ridiculous $4K on a viewfinder that you can't even get fixed for an honorable offering (and I know the ARRI and RED ones are even more).
DustinSchmidt
Well-known member
I agree that expensive equipment should be able to be repaired and companies should do a better job...but I don't know if I fully expect them to nowadays.
By that I mean that I have a bit of a pessimistic outlook on where customer service is currently at with a lot of these companies. I don't think they care all that much. I expect basically nothing after I make the initial purchase and unfortunately I'm often proven right.
I just try to get my money's worth out of the product as fast as possible before it breaks down and then move on to the next.
Run&Gun
Veteran
Yes, Arri VF’s are insane(more than double the price of the Canon, but still less than Sony’s older color VF’s), but they can be serviced, at least(ask me how I know…. Lol).
I view this a lot like I did when DJI went upscale and after the more pro market. Part of why people buy a $4k viewfinder over a cheaper one is the assumption you’re getting industrial gear that is repairable and long lasting.
DJI started charging “pro gear” prices around the Inspire 2 release timeframe ($1500 licenses and $1000 SSD media) but didn’t have the support or maturity to justify the premium.
Canon’s a little better in that way, but the inability to service the viewfinder just leaves a bad taste in my mouth. I’m sorta ok with disposable gear, but not at traditionally “pro” pricing.
Also, at $10k for a viewfinder I’d hope Arri services them.
DJI started charging “pro gear” prices around the Inspire 2 release timeframe ($1500 licenses and $1000 SSD media) but didn’t have the support or maturity to justify the premium.
Canon’s a little better in that way, but the inability to service the viewfinder just leaves a bad taste in my mouth. I’m sorta ok with disposable gear, but not at traditionally “pro” pricing.
Also, at $10k for a viewfinder I’d hope Arri services them.