Disappointed with Canon Customer Care

icyflame · 23rd November 2003

Hi anyone with experiences with Canon b4?
I am very disappointed with their level of service.

I went down to the Funan Canon Customer Care today to service my 300d. I asked how long it will take and they told me at least 2 weeks, if they need spare parts it will be another 1 mth on top of the 2 weeks!!!

I asked them how come and they told me that the service side have to come down to collect and will take time. Then I asked when is their next collection and they say dunno!!

I then asked if there was a system in place for their collection, the guy say dun have. They just come when they feel like. I got upset and ask him directly "so that is no system?" he then answer me that the ah hoc collection IS THE system.

Anyway i got his name. Think i will be writing in to canon and calling them tomorrow. What kind of service is this?

Compared to HP they are way behind. I just service my ipaq 2210 and they did a major repair but they managed to call me on the day i sent to ask me to collect the next day. In fact they told me that if i dun mind waiting for 1 more day, they can send it down to me!!

Any advise anyone?

wormz777 · 23rd November 2003

Thumbs down for their showroom at Funan. I had bad experience there too.

Lousy attitude. Poor product knowledge.

ahbeng · 23rd November 2003

you should have go to canon marketing directly. everything is repaired there.

GoclPa · 23rd November 2003

They dunno much.. dunno wt shot will produce wt.. they just have basic point and shoot conception.. pathetic..

sehsuan · 23rd November 2003

canon@funan isnt the place doing the servicing, that's why they can't answer you. you were barking at the wrong tree for answers...

ZeusS · 23rd November 2003

Agree with Sehsuan, You want services for yah DSLR, go direct to CMS.

hanoman · 23rd November 2003

Can not really blame the Funan side. All the things are done at Canon service centre at Bukit Merah. You should go there and let them handle the stuff. I have been going back to that place few times in this month, due to my camera spoilt.

Actually I got my own story, I brought my camera there to fix the film roller. But after they fixed that part, they made the lens can not AF. Luckily I have not go home yet, cause I test my camera first. So I return the camera to the lady, and she apologized. I knew she is not the person who repair my camera, thats why I never raise my voice on her. Overall the Canon service was good, the person behind the desk seems to know her stuff well.

chaotic · 23rd November 2003

i agree.. go to the canon service centre at bukit merah. they know their stuff. the funan centre one is more for show and for people to try out their stuff.

offspring · 23rd November 2003

CMS is thumbs up. Funan do not do servicing for cameras and DSLRs, thus the poor product knowledge.

No excuse i know...... but thats life/

wormz777 · 23rd November 2003

Originally Posted by offspring

CMS is thumbs up. Funan do not do servicing for cameras and DSLRs, thus the poor product knowledge.

No excuse i know...... but thats life/

What's a showroom for when u don't even have adequate knowledge of the equipment on display?

Directing the customer to the correct avenue is the least they can do. Claiming they can do nothing to help the customer is defintiely not a sign of good customer service.

erwinx · 23rd November 2003

Canon service is great. Its nice that you have a technician assigned to your job and you can talk to him about the problem, like when i sent my backfocusing 16-35 for adjustment.

Given a finite number of skilled staff, I would very much prefer that they are all deployed at the service centre in Bukit Merah to maintain the good service and turnaround times

Who cares if the staff in Funan don't know about DSLRs? (you can always go to John 3:16 and ask...)

NorthernLights · 23rd November 2003

Hey,

You should go straight to Bukit Merah. The service there is excellent + Excellent!

The people there really know their stuff and technicians are asked to coem out and take youre questions directly if the people at the front desk do not know...which is really SELDOM the case. Yoke, Kelvin and the other guy and Sharon, their supervisor....

I think you should go there to experience what is real Canon Service!

It makes me think twice should I ever even think of switching system.

Harlequin · 23rd November 2003

Originally Posted by NorthernLights

Hey,

You should go straight to Bukit Merah. The service there is excellent + Excellent!

The people there really know their stuff and technicians are asked to coem out and take youre questions directly if the people at the front desk do not know...which is really SELDOM the case. Yoke, Kelvin and the other guy and Sharon, their supervisor....

I think you should go there to experience what is real Canon Service!

It makes me think twice should I ever even think of switching system.

I agree with NorthernLights.

The Bukit Merah service centre is much better. Service is really prompt when they tell you the expected date.

icyflame · 23rd November 2003

Maybe i went to the wrong service centre
but the problem is that i am working everyday from 8am to around 7-8pm everyday plus sat.

The one at bukit merah opens till 5pm. how do they expect someone working to service it during this kind of time frame?

anyway, i am upset with the fact that they dun even have the facts on when they will send my cam down. unknowns makes pple edgy.

btw if i do send it to bukit merah, what kinda time frame am i looking at?
better than the experience i had at ipaq?

i am very very impressed with HP. sent at 1pm, called me at 2pm tell me it will be ready by next day morn. also asked me if i drive and gave me free tix.

when i collect i waited for my number while surfing the net and printing from the printer there. my number came up and i expected to wait a while for them to collect the stuff but they have already got the set ready before i sat down!!!

wat more canu ask for? did i mention that they offer to send it to my work/home?

Zoomer · 23rd November 2003

Originally Posted by icyflame

Maybe i went to the wrong service centre
but the problem is that i am working everyday from 8am to around 7-8pm everyday plus sat.

The one at bukit merah opens till 5pm. how do they expect someone working to service it during this kind of time frame?

I think they have a few days where they open till 7 or 8pm. Call to check.

icyflame · 23rd November 2003

Originally Posted by Zoomer

I think they have a few days where they open till 7 or 8pm. Call to check.

thx but i already send it in
i feel that if they wanna put a customer care there they shd be more professional and serious about it. if they feel they cannot give good service there then they shd not even site one there

anyway it can simply be improved by arranging for someone to pick it up say on mon, wed and fri every week. then at least they can tell customer confidently that the cam (or other pdts) will reach a technician latest by say wed instead of saying they dunno.

simple solution to solve a simple problem which will make pple happy...

Winston · 23rd November 2003

Originally Posted by icyflame

Maybe i went to the wrong service centre
but the problem is that i am working everyday from 8am to around 7-8pm everyday plus sat.

The one at bukit merah opens till 5pm. how do they expect someone working to service it during this kind of time frame?

Take half-day leave?
Seriously speaking, I did encounter such problems when my harddisk crashed and since it was an IBM harddisk and at that time, my options were to send to Digiland at Kranji (damn far) or a ulu loo place at Loyang..

But I was desperate so I took a half-day leave and a cab down to Loyang directly. Though I took the bus home.

At least, they sent me the drive back via courier service, so I did not have to go down to collect and they replaced my 45GB with 60GB.

Your equipment don't spoil so often, so taking a 1/2 day leave to send it for proper care is worth it.

I never drop off my stuff at collection centers and wait for the vendor to do a pick up, cause you may waste days of waiting.
(you can drop off HP stuff at SingPost, but I would rather go direct to Alexandra Technopark)

icyflame · 23rd November 2003

i wish i could take half day

tomolo i will be working 24hrs, tues holidays, wed meeting in morn and afternoon, thurs 24hrs...fri whole day occupied, sat working 1/2 (anyway they not opened)

that's why i decided to leave it with them

but think for a while
if u go to a neighbourhood police post to report a theft and they tell u that u must go to the HQ? if a company decide to site a customer care there they must man it well. if not dun put "customer care" up big big

sehsuan · 24th November 2003

there's a difference between Good customer care, and customer care for blur blur consumers - that's my guess. and comparing with the police... it doesn't make any sense. do you fancy reporting a theft to a canon service centre? i sure dont...

RCheah · 24th November 2003

Yes, I have never had any good experience at the Canon Centre at Funan. It seems like Canon employs a bunch of temp staff to man the centre. Very poorly trained and also lousy in customer service.

Don't even need to talk about DSLR, they don't really know very much about the digicams, printers or scanners there as well. Nowadays I'll only go there to get brochures or if I need to collect any free gifts. The centre is not much use otherwise. I think Canon is wasting their money maintaining a "shop front" there.

I think Canon would be better off just engaging people from CS to be volunteers at the centre.

23rd November 2003	#1
icyflame Member Join Date: Dec 2002 Posts: 202	Disappointed with Canon Customer Care (Resolved) Hi anyone with experiences with Canon b4? I am very disappointed with their level of service. I went down to the Funan Canon Customer Care today to service my 300d. I asked how long it will take and they told me at least 2 weeks, if they need spare parts it will be another 1 mth on top of the 2 weeks!!! I asked them how come and they told me that the service side have to come down to collect and will take time. Then I asked when is their next collection and they say dunno!! I then asked if there was a system in place for their collection, the guy say dun have. They just come when they feel like. I got upset and ask him directly "so that is no system?" he then answer me that the ah hoc collection IS THE system. Anyway i got his name. Think i will be writing in to canon and calling them tomorrow. What kind of service is this? Compared to HP they are way behind. I just service my ipaq 2210 and they did a major repair but they managed to call me on the day i sent to ask me to collect the next day. In fact they told me that if i dun mind waiting for 1 more day, they can send it down to me!! Any advise anyone? Last edited by icyflame; 25th November 2003 at 09:33 AM.

23rd November 2003	#2
wormz777 Senior Member Join Date: Nov 2002 Location: CCK Posts: 2,246	Thumbs down for their showroom at Funan. I had bad experience there too. Lousy attitude. Poor product knowledge. __________________ www.coolblackbox.com

23rd November 2003	#9
offspring Member Join Date: Jun 2003 Posts: 1,470	CMS is thumbs up. Funan do not do servicing for cameras and DSLRs, thus the poor product knowledge. No excuse i know...... but thats life/ __________________ blog flickr

23rd November 2003	#12
NorthernLights Senior Member Join Date: Dec 2002 Location: Singapore Posts: 2,085	Canon service is thumbs up! Hey, You should go straight to Bukit Merah. The service there is excellent + Excellent! The people there really know their stuff and technicians are asked to coem out and take youre questions directly if the people at the front desk do not know...which is really SELDOM the case. Yoke, Kelvin and the other guy and Sharon, their supervisor.... I think you should go there to experience what is real Canon Service! It makes me think twice should I ever even think of switching system. __________________ Leica digital user:thumbsup http://www.flickr.com/photos/justphotography/

24th November 2003	#20
RCheah Member Join Date: Nov 2002 Location: West Posts: 512	Yes, I have never had any good experience at the Canon Centre at Funan. It seems like Canon employs a bunch of temp staff to man the centre. Very poorly trained and also lousy in customer service. Don't even need to talk about DSLR, they don't really know very much about the digicams, printers or scanners there as well. Nowadays I'll only go there to get brochures or if I need to collect any free gifts. The centre is not much use otherwise. I think Canon is wasting their money maintaining a "shop front" there. I think Canon would be better off just engaging people from CS to be volunteers at the centre. __________________ Canon EOS 25D, EF111-345mm f/10.8L IS USM, EF50mm f1.8 580EXII Photos

23rd November 2003	#3
ahbeng Member Join Date: Jun 2003 Posts: 426	you should have go to canon marketing directly. everything is repaired there.

23rd November 2003	#4
GoclPa Member Join Date: Jan 2002 Location: Pasir Ris, Singapore Posts: 280	They dunno much.. dunno wt shot will produce wt.. they just have basic point and shoot conception.. pathetic..

23rd November 2003	#5
sehsuan Deregistered Join Date: Dec 2002 Location: Singapore Posts: 6,674	canon@funan isnt the place doing the servicing, that's why they can't answer you. you were barking at the wrong tree for answers...

23rd November 2003	#6
ZeusS Member Join Date: Aug 2003 Location: Singapore, Australia Posts: 166	Agree with Sehsuan, You want services for yah DSLR, go direct to CMS.

23rd November 2003	#7
hanoman Member Join Date: Dec 2002 Location: a.little.red.dot Posts: 230	Can not really blame the Funan side. All the things are done at Canon service centre at Bukit Merah. You should go there and let them handle the stuff. I have been going back to that place few times in this month, due to my camera spoilt. Actually I got my own story, I brought my camera there to fix the film roller. But after they fixed that part, they made the lens can not AF. Luckily I have not go home yet, cause I test my camera first. So I return the camera to the lady, and she apologized. I knew she is not the person who repair my camera, thats why I never raise my voice on her. Overall the Canon service was good, the person behind the desk seems to know her stuff well.

23rd November 2003	#8
chaotic Member Join Date: Feb 2002 Posts: 738	i agree.. go to the canon service centre at bukit merah. they know their stuff. the funan centre one is more for show and for people to try out their stuff.

23rd November 2003	#11
erwinx Senior Member Join Date: Jan 2002 Posts: 2,492	Canon service is great. Its nice that you have a technician assigned to your job and you can talk to him about the problem, like when i sent my backfocusing 16-35 for adjustment. Given a finite number of skilled staff, I would very much prefer that they are all deployed at the service centre in Bukit Merah to maintain the good service and turnaround times Who cares if the staff in Funan don't know about DSLRs? (you can always go to John 3:16 and ask...)