Canon Not Honoring Warranty

Discussion in 'Professional Video Production' started by Jan Matejka, Sep 18, 2003.

  1. Jan Matejka

    Jan Matejka Guest

    Just sent my Canon Elura 40MC mini dv (8 months old)to factory service
    center because the firewire port does not work. Received letter from them
    claiming that they found sand in the viewfinder/LCD and tape holder and
    therefore the warranty is null and void. Almost three hundred dollars to
    repair. I was shocked. I have taken exquisite care of this camera-always in
    my carrying case and taken out briefly for video shoots. Never saw a grain
    of sand on or near my camera. Anyway I reviewed the Canon USA warranty in
    GREAT DETAIL, and saw NO reference to SAND voiding the warranty.

    "This Limited Warranty covers all defects encountered in normal use of the
    DV Camcorder, and does not apply in the following cases:


    1.. Loss of or damage to the DV Camcorder due to abuse, mishandling,
    improper packaging by you, alteration, accident, leaking batteries, exterior
    nicks, scratches or dents, electrical current fluctuations, failure to
    follow operating instructions, maintenance and environmental instructions
    prescribed in CUSA's instructional manual, or service performed by other
    than a CUSA Center or Service Facility...."
    Just in case sand was included under "failure to follow operating
    instructions, maintenance and environmental instructions prescribed in
    CUSA's instructional manual..."

    I reviewed the Canon Elura 40MC owner's manual and the only reference to
    sand was "Sand and Snow" setting (page 60). "Sand and Snow. Use this
    program in places where the background is so bright that the subject appears
    underexposed in the display- a sunny beach or a ski resort, for example..."
    Two children are shown sitting on the beach. Sounds to me like normal use.
    Canon has even gone out of their way to create a special exposure for its
    use in that setting. In the maintenance section of the owners manual, one is
    advised to "protect the lens" (page 148)from sand as it could cause damage
    to it. Why no mention there of how sand will do more than damage the
    lens-...like how about damaging the warranty???

    Ripping apart the camera in search of a grain of sand as a means of not
    having to live up to the warranty is a lot like "Waiter!!! There's a fly in
    my soup!!!"
     
    Jan Matejka, Sep 18, 2003
    #1
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  2. Jan Matejka

    GoCycle Guest

    I for one, after reading this post, will now not by the new Elura 50.
    Thanks for the heads-up on their horrible service.
    Lou
     
    GoCycle, Sep 18, 2003
    #2
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  3. Jan Matejka

    MCL Guest

    In news:[email protected], Jan Matejka deftly typed:
    Can you scan and post that letter? If you can't post it, and what you
    say is true, I will gladly host it for you.
     
    MCL, Sep 19, 2003
    #3
  4. Jan Matejka

    DK Guest

    On the other hand, I have had only good experiences with Canon.

    In similar situations in the past, I have written letters addressing my case
    directly to the president of the corporation in question, and have almost
    always received satisfaction after stating my case. I have had this work
    most recently with Adelphia Cable. (Yes, I did get the president's office -
    albeit not the president himself.)

    I have also found that, when I don't get satisfaction that way, small claims
    court works wonders. I had THAT particular experience with GMAC a few years
    back.

    Bottom line, though - don't just give up on it because some flunky says so.
    Take it to the top.
     
    DK, Sep 19, 2003
    #4
  5. Jan Matejka

    John Guest

    My sister had a Canon still camera. Same story.
     
    John, Sep 21, 2003
    #5
  6. Jan Matejka

    Kent Clarke Guest

    On the other hand, I dropped my ZR10, and knocked it so out of alignment
    that it wouldn't play older tapes. Sent it back and they installed a new
    chassis, aligned it and cleaned it, gratis.
     
    Kent Clarke, Nov 14, 2003
    #6
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