Here’s Why I Will NEVER Trust Canon Again 

I bought a new Sony lens and after some time it was not autofocusing properly it was under warranty so i went to Sony service center, after some time they called me to pick up the lens, when i went there and got the lens i was surprised to see that it was not the lens i gave them to repair instead it was a brand new lens, when i asked them they told me that they were not able to fix my old lens so they are giving me this new lens as a replacement. And everything was for free no service charge, no hidden charge, nothing. Since that day i am using most of the electronics from sony (Except my phone which is Samsung).

I had a PowerShot G5x Mark II and the LCD screen stopped working. It wasn't under warranty but instead of fixing it they wanted me to buy a refurbished camera. I was going to use the pop up view finder. My friend passed away and his family gave me his entire Nikon DSLR system with cancer so I sent in my PowerShot to KEH for a trade in and they fixed it and sold it in a week for $730. They gave it an excellent rating. Canon never tried to fix it. I would have kept had I known it was easily fixable. So I was with Canon for almost 25 years starting with the Rebel 2000 and now I am exclusively Nikon.

It’s sad to hear this case come up more and more. Sorry this happened to you. It took me almost a year and 4or5 tries to get my R7 fixed (and eventually replaced because of a faulty sensor). The service tickets would come back as user error. I shoot C70 as well and am contemplating the switch to Sony because I constantly feel left high and dry when I need customer support.

It's pretty insane what corporations try to get away with nowadays. Hope you have better luck with future cameras 📸

This sounds like it should be a lawsuit. Force their execs to pay attention.

No one deserves this treatment. As a Canon user it`s good to be prepared things like this. Hope you are happy with your new gear.

I use canon but used through MPB. They have always sent good stuff at fair prices. Canon has always tried to say I need the newest stuff, I am not paid.

This is horrible because tons of people pay warranty and never got cameras broken so canon has free money but when they have to repair stuff that requires money the suddenly broke AF... smells like a scam

Had the same issue with my C70- took it to Costa Mesa Canon, they said they fixed the issue, and it was still there. This happens with two separate issues- one under warranty, one my own fault. I learned from the first time to put in the notes that a supervisor will evaluate all fixes, otherwise I would file a chargeback with my credit card company for false repairs. And they did that, they had a supervisor check out my repairs (also took an R5 there). I think their cinema department has a guy who just is incompetent and pretends to do the work, but they cannot find out who this guy is.

We cannot experience such kind of aftercare in Japan. The support provided in Japan is reliable. But if I had the same experience I would sell all gear.

I had the exact same issue with my 70-200 (autofocus worked, manual didn’t) and I think they wanted $1200+ to fix it. I said no thanks and they sent it back. Repairs can take parts and time, but that just seemed really excessive. I’ve also had to send in the clamshell for my c300mk2 in twice because the hot shoe mount broke, and it was like $350+ to fix each time if I recall. It broke a 3rd time but I just live with it now. Really unhappy with their customer service.

reminds me of the time when i sent in my 3000€ wacom display tablet for warranty repairs (which tbf did not cost me anything in the end) but it took over a year to get a working unit back, after they replaced mine with faulty ones 3x and at some point even refused to acknowledge it and refusing to fix it. sometimes its just sad how out of luck you are if you arent a big name they are afraid of.

I've never dealt with Canon but once when I needed a sensor replacement on my Nikon Pro DSLR they had me send it to Sweden (I was in Denmark) and sent me a loan to use whilst it was being fixed. Only a couple of weeks it took if i remember right. Very good service from Nikon Nordic. Same with Sony Nordic. I was asking about the A9ii once and they offered to loan me two bodies and two prime lenses for testing. They drove a couple of hours to my town to deliver personally and I ended up having them for 3 months. Had to remind them I still had them and ask if they ever wanted it back! They were all super friendly and accommodating. I was considering the C70 and haven't heard anything negative about Canon Nordic so I'm not that concerned.

Interesting that reports of Canon service can be so varied. Hear about some shockers like your experience and other customers having a positive experience. Perhaps it comes down to the competence of management & technicians at the different service centers.

I’m really sorry to hear this happened man. Currently I only have one camera body (Sony A7 4) and I use third party lenses. I couldn’t imagine what it would be like having to go without my gear for so long, worst, to get back something in a worst condition than I sent it in. I believe their issue lies within their repair team. I’m not certain how Canon does it but I used to work in customer support for a tech company (🍎) and when a device is broken we’d send the repair request to the technician etc and they’d determine cost (although they shouldn’t have charged if something was indeed promised to be covered). I hope you didn’t have to face anyone that was rude or that’ll be even worst. But all the best on the new camera body! Sony’s been great so far.

I had a similar situation with the Panasonic s1. After many emails and eight months of correspondence, I got my camera back. However, even now it has flaws after the repair. The manager of the store where I bought a panasonic camera said: The bigger the company, the longer everything takes.

Sorry you had so much trouble but it is good to hear that you have moved on.

I am in the market for my next upgrade. Have used Nikon for 1.5 decade and thankfully never had any issues which demand service. Now I am in the market for next upgrade with better video features and Sony was the obvious choice. I know Canon is the no. 1 camera company but never considered them as an option because of their closed lens mount ecosystem coming in the newer cameras. After zeroing down on Sony, suddenly Lumix S52X came in the horizon out of nowhere and I am like 90% settled onto it since it has some features which I imagined in my next camera but did not find in any Sony or Nikon. But now feeling scary about their durability and reliability being a relatively less popular brand compared to the other 3 giants. I am a firm believer that If I need to visit service station for the camera in it's lifetime then its already a bad product. So I would like to know about the Lumix camera quality in the long term as well as how repairable they are in the aftermarket and how is the quality of their authorized service along with warranty fulfillment promises.

I don't get it. Why not just lawyer up? They are out there for a reason. You would easily have won, especially if it was written. Not only would you have had your gear fixed or brand new, you would have received compensation from not being able to make money. The crazy part about it all, you wouldn't have to even battle it out with them, the lawyers would. They would even have to pay for the lawyer fees...

My first few cameras (film) were Canon but when I went digital I went with Nikon. I have been toying with the idea of upgrading to mirrorless thought I'd go Canon as I keep hearing that Canon has better color definition but after hearing that the new Canon cameras are not allowing use of 3rd party lenses (Sigma, Tamron, etc) and now after hearing your experience I think I'll scratch Canon off the list.

Sorry to hear this. I've had nothing but goid experiences with the Canon repair services here in Australia. Their Sydney staff are excellent.

I feel your pain brother. I went though the same thing with Fuji. Bought the OG GFX 100 as soon as it came out and wouldn’t you know it, mine ended up being defective. Long story short, I fought with them for 3 years and until I successfully sued for full reimbursement. And the kicker is they let me keep the camera! 😂 Well, I took the money and bought a Komodo and haven’t looked back since. The ones of us who fall in the category of having to deal with these types of nightmares need to be more vocal. We’re paying way too much money not to hold these companies accountable. Salute to you. 🫡🏁

Ouch man. I feel for you, being at the mercy of customer service for something that should have worked in the first place! I had a somewhat similar experience with LG for an expensive 27" Mac monitor. They kept sending it back to me defective - 3 times. Took about 6 months to get it repaired. Actually, now that I think about it, I created a webpage on Squarespace documenting the issue with photos and product name etc and sent it to LG. I wonder if that had any influence in them eventually replacing the monitor altogether.

This kind of service is absolutely appalling. You should tell those clowns to repay you the rental fees or even sue them for risking you loosing more money! 😡 Nothing gets me more furious than greedy companies customers service people that sit on their butts and do absolutely nothing to help their clients.

Yikes. And I thought Canon Europe was bad. I had an issue with my customer account and had to exchange 35 (!!) emails with them because they kept pretending not to understand the issue and kept proposing nonsensical solutions, like "register to our newsletter to get the data that we're holding hostage back!" (???). In the end I had to escalate this to GDPR-compliance authorities to get this resolved. Mad. Treating customers like garbage does not breed brand loyalty, Canon!

in my country Canon support is the same. I had issues with my 7D after I bought it, and they said it's because I installed magic lantern on it, which I didn't.

Bro I just had an issue with Canon. My camera feel from my tripod at church and I didn’t notice any issues. So two months later I sent it to Canon because the monitor was a little loose. I was told I would be covered and a few days later I get an email saying that the repair would cost $1100 for a scratched ND! I called an asked how could that be when I had no issue with the ND. I asked how do I know the tech didn’t scratch it. I then got an email saying that my monitor repair wouldn’t be covered cause there’s a dent so I politely told them send it back I can deal with a scratch and a bent monitor mount but I can’t deal with $1100 bill. Smh

That’s a really painful story… such things vary in each location/country. In my country Canon has a third party service center, which works well, but it is very expensive. I have a story with a Leica-Panasonic AF zoom lens. I had the zooming mechanism jammed and took it to two service centers for quoting. Both said it will cost 250 USD. Than I checked the internet and found out that this was an issue with a whole series of these lenses and I even found a video, showing how to fix this. I followed the video and I was shocked. The only issue was a loosen screw inside the lens. And it took me 10minutes to repair it. An experienced guy who repairs lenses would do it in 2-3 minutes. So they charge 250USD for 3min. of work and tell You that it is a complicated issue. Many service centers behave like this and it is a shame.

Great video! How did you grow super fast? I have a channel about filmmaking and it might not be as high quality as yours but I have been trying to grow for three years and I only have 280 subscribers. Do you have any tips?

man what a terrible experience, I pray to god my canon equipment holds up before I ever need a repair

I have a R6mk2 and R5c and all RF lenses. I was going to switch to Red but now that Nikon bought them I don’t know what to do…. Storie like this make me not know what to do other than just hope…

Hey, is there any emails from this conversation? If so why didn’t you show any in the video?

Sorry to hear about the poor service. Not that it would have helped but I'm curious, were you subscriber to the Canon Professional Services Membership?

Going for 7 weeks waiting for my c70 to come back from Canon, after the screen hinge started to act up. Only after a lot of complaining and threatening that i would use my right to revoke the purchase contract did i get a reaction from Canon. It seems they will now, after more than a month with no response - be able to provide a replacement camera until mine is repaired. I doubt i will ever buy a canon camera again.

Thats why we need independent local service techs. Factory service is, and always has beena criminal joke.

This is an awful story, glad you shared it and I wish you the best moving forward. Does anyone have an opinion on which camera company has the best customer service…. I’m in the UK, but North American and other world opinions are welcome.

sorry to hear about your bad experience. now i am interested to see your email conversation or something

My experience with Canon cameras/lenses is that I never EVER had to use any kind of customer service. I've been using their products for 20 years now, and ever had 1 issue.

Business insurance is helpful for these situations.

When I started to get into digital DSLR photography in the early 2000s, Canon was beginning to market their cheap consumer models at Wal-Mart. Regardless of how good their top-tier models might be, I immediately crossed them off my list because I didn't want a person passing by to see me holding a Canon and think, "oh, cheap Wal-Mart camera". Maybe that's being petty, but I was happy with my initial Olympus E1 purchase, then on to Nikon for nearly two decades and now I really like the Fujifilm XH2s I just bought.

thats a shame that they did this but even as a hobbiest photographer I have a secondary camera on stand by for the off chance my T7 goes belly up on me and yes the EOS T series is a fraction of the cost but if this is your job I would reconmend a back up camera even if its a few years older so you don't have to pay rental fees and you have something ready even if your main fails during shoot. I plan to stop using Canon after I am done with the T7 when they announced they are killing the EF mount and not letting 3rd partys make any more RF lenses, as a Sigma lens user thats what sold me on sticking with the EF mount this long.

o used to love canon........ hanged to aony, and if i make more richness i ll get a sony, and it breaks another sony is what i get, fk canon

that's so ridiculous, even more ridiculous because to my knowledge Canon customer service used to be good some years ago

Canon broke my c100 that had a dirty sensor one time butI sent it back and they fixed it "again" for free.

@canonusa I feel you all need to make amends with him . This is unacceptable

I guess that would be totally different if you got 100k subscribers :D. Is that US customer service you are talking about?

So sorry to hear that man, hope that they will get back to you after this video. What is so special with the C70 that your FX6 or S5 could not handle? I really hope that this kind of shenanigans happens only with Canon Customer Suport, but I have a feeling that Lumix and Sony will behave in almost a similar fashion😢

did you join any of their silver gold platinum repair plans? One of my colleagues who's a photographer spends $200-400 per year to be part of that program and he gets rush service, discounted repairs etc and anyway his experience has been nothing but top notch. Maybe the cine division is different though?

Wait so you sold the broken 70-200 and c70???

That is why I stick with sony. Their customer support is amazing especially if you pay for sony pro membership. You pay for membership and while your camera is being repaired. They give you a free rental.

And you'd go back if they bring out another camera? If you do, they have won and will always win.

Sounds like totally inept management at Canon customer services.

I just switched to canon and have had no issues. Was with Sony and went through three A74’s for a number of issues. I sent on in when it would instantly show an overheating message and they returned it say it was corroded inside. When I got it back, it wouldn’t turn on so I decided to open it up and the LCD was unplugged and was also missing a few screws. They all such I’m sure but Sony repair shop is untrustworthy and have yet to acknowledge the issue I just explained.

Thanks for sharing your awful experience with us man… you just gave me another excellent reason why to never go back to Canon.

That sucks! Canon is going down-hill... and fast! Not ok. I won't buy Canon EVER because of their false advertising/BS timer overheating with the R5.

interesting. have had no bad experiences w canon

I have a story that’s even more crazy about CPS

Contact the bureau of consumer protection, you don't need to sue to do that

customer service is a problem with almost every company. Nothing new. I never had a canon camera fail thats the good part.

I’ve had similar experience with them. Good to know this is not an isolated incident. And that definitely prompts me to reconsider all my investment i made in Canon.

What’s going to be your C70 replacement? 🤔

Stick with the Lumix man!

Bro canon is wild for this bull !!!!

service is great here in Denmark - must be a US issue

Come on over to Sony. 😂 Congrats on baby 😊

Are you a Canon Pro member?

Get a Lumix S5IIX, Lumix low making a major comeback

I've used Canon for years but have never had to contact customer service as I've never had a fault or failure, so I can't really comment. I did think about going to Sony solely due to price and capability, however I remembered the problems I had with all Sony products I ever bought in the past. This just goes to show my age, but I had a Walkman, CD player and DVD player and all failed just outside of warranty. In all instances Sony refused to repair or replace the items. So, for me, no matter how good Sony cameras appear I don't trust Sony.

I won’t use Canon it’s the most common camera company. The cameras are plain and boring.

Opposite with any Canon in Asia so professional and quick unlike sony... took more than 6 months to repair a camera hahaha

I went digital it 1998 with a Canon based Kodak DCS5 and quickly discover it was incapable of getting a decent red. I was stonewalled for six months before they sent two managers to show me what a dork I was, that was when the realised the camera sucked. You would not believe the lies they told when they realised the extent of the problem, even denying there was a fault. My budget went from £7,500 to £25,000 before I had a camera that worked. Later I bought a Fuji pictography at a trade show, as it was expensive they said they would do a deal, last years demo version for £1,500 less, sorted! Only a year later I had to call out an engineer, he said the unit was 15 years old. At the moment I am pissed of by the way Canon mirrorless screw up focus accuracy with Sigma lenses.

🤔 I don't necessarily know how much I believe this? I've talked to Sony reps before, and even they agree that Canon customer service is better. Maybe this was specific to call center stuff and not repair wise? It's sad to hear this story, and I don't wanna discredit this story, but it seems really odd :/

Fun fact they use a 3rd party company for repairs. They are branded as canon but it’s not truly canon. It’s one of the worst parts of own canon gear is getting it fixed.

You may be a Chad or Tyrone, but you are not a Ken (male version of Kare). Those are expensive items and we the customer is not usually sitting a million bucks. Give them hell, let Canon you are going to buy Sony. That should irritate them.

Your story make me nauseous as I am deeply invested with Canon. I am not sure that I can sell my Canon gear for a fair price though…. I hope that Canon will try to win you back by sending free equipment or something. Sorry sir.

SUE THEM SUE THEM SUE THEM LOL

This is the reason I left Nikon and switched to Canon back in 2017. Nikon held my camera hostage for 3 months and refused to own up to a known problem on their end. Thank goodness for consumer protection laws. I ended up getting a refund from the vendor I purchased the camera from and I have been a canon shooter ever since

this is why RED is the way...

ahaha this cracks me up , 9000 RU-vidrs are either "why I'm changing my gear " who cares to get algorithms

Clickbait

*owns one Canon camera. Needs a boost to the career. Makes a video slagging Canon off. *Banks a tidy sum from Sony for the efforts. Give me a break.

Honestly Canon is quite anti-consumer. I have used Canon P&S for a long time they were fine. But my son's T2i, man, what plastic garbage that is, the skin fell off after 1 month of usage. Then the RF cameras are variously crippled. The R50, great entry level camera, no log profile. The mount closing should just seal the deal for most people. I don't understand why people say Canon has better build quality than Sony. My experience is exactly the opposite, Canon buid quality is trash in my opinion. The people say C70 screen is even loose. Sony is worse than Nikon for sure, but no, Canon build quality is the worst. The R6 body is worse than my zv-e10, another plastic garbage.

Canon 4 Life

Yawn!