Results 1 to 16 of 16

Thread: Need help to justify CSC flawed (imho) service

  1. #1

    Default Need help to justify CSC flawed (imho) service

    On 10th August 2009, I sent in my Canon 28 mm f/1.8 USM (Warranty still valid) to Canon Service Centre for non-working autofocus.

    After several about a week of waiting, I was then told that the parts would not arrive in time for their previous promised date of 26th August, and they loaned me a 17-35 mm f/2.8L to use for the time being.

    As of now, 16th of September, I have finally received my lens... however after checking by both myself and CSC staff, it happens that the lens is now suffering from a obvious back-focusing issue. I then told the 1st staff (young female) that I need the lens by Monday, 21st September. I also had to send in the body to be focus-checked with the lens.

    A 2nd staff (moustached man) then said that the cost of the "express service" for the lens/body to be ready by this friday (monday not possible due to hari raya) was the full $40 as it was within an effective 2 working days. Until further negotiation and argument, he decided to give me the express service at a special rate of $25 (Usual-rate for 3-day express service).

    My arguments;
    1. Total time taken to fix the lens was a gross 36 days.
    2. Was told initially that the lens would be calibrated precisely.
    3. Was told that the lens was not calibrated in anyway by the first female attendant. "Only parts were replaced, no calibration was done".

    Moustached Man's arguments;
    1. Calibration of the lens-to-body and body-to-lens is a different procedure. All lenses are calibrated to a CSC standard body.

    This contradicts the "Only parts were replaced, no calibration was done statement."

    2. The procedure of the lens repair and post-repair calibration are seperate services and the calibration would be tentamount to the standard 5 working days agreement.

    Basically, I don't think I should pay the $25. Nor do i think I should wait any longer for the service to be complete.

    Since both sides IMHO have valid reasoning, what should i do?
    Last edited by surrephoto; 16th September 2009 at 08:07 PM.

  2. #2
    Member/Tangshooter StrifeYun's Avatar
    Join Date
    Nov 2006
    Location
    Rivervale Drive
    Posts
    2,215

    Default Re: Need help to justify CSC flawed (imho) service

    u should bang table.
    hmm for me, first time mirror of 5d drop, i ask them fix and clean sensor for free, atfirst 1 2 charge me for sensor cleaning.... i stare and give unhappy look and before i could speak more, the person say okay clean for free...

    2nd time fix a 40D , the rubber grip never paste properly , i stare and ask them on their process (expressing my disappointment as i paid about $300 to fix it) , then before i say much he say " u wait awhile i go ask them redo now" ....

    but mine is all smaller issues.

    canon should be "rich", $40 is not alot loh , if u are not wrong .... they should give-in to you ..... that time fix my mirror i said i need it for event, bla bla bla how could this happen, i also got express service

    cannot let these ppl have their way.
    Canon EOS "Luxury"
    [flickr]

  3. #3

    Default Re: Need help to justify CSC flawed (imho) service

    If your lens is still under warranty, then calibration is done foc else you have to pay a fee.

    This has been the practice.

  4. #4

    Default Re: Need help to justify CSC flawed (imho) service

    Quote Originally Posted by USM View Post
    If your lens is still under warranty, then calibration is done foc else you have to pay a fee.

    This has been the practice.
    Bro, heres the deal, their argument is that i need it faster than 5 working days.

    My argument is that they had taken a gross 36 days to fix the lens already.

  5. #5

    Default Re: Need help to justify CSC flawed (imho) service

    So far my experience with CSC had always been fair and within my expectations.

    If I happen to be served by a part timer, I will guide them how to proceed from there. Some years back, there used to be a pimpled long hair young lady who was a super lazy part time girl. She was known as a "smoke queen." hehe... I did tell all my friends to avoid her.

    In dealing with service centers, I often believe in "Kindness begets kindness." They are humans, they make mistakes, they are not always perfect.

    Try to work with them to a workable solution. I am sure somehow, the expectations can be better aligned. I do not agree to bang table approach. Remember, they are only employees acting on strict company guidelines due to budget controls by the finance dept. But believe me, if you are kind, they have work-around solutions sometimes.
    Last edited by contaxable; 17th September 2009 at 12:29 AM.

  6. #6
    Member
    Join Date
    Mar 2004
    Location
    bukit batok
    Posts
    1,478

    Default Re: Need help to justify CSC flawed (imho) service

    Quote Originally Posted by contaxable View Post
    If I happen to be served by a part timer, I will guide them how to proceed from there. Some years back, there used to be a pimpled long hair young lady who was a super lazy part time girl. She was known as a "smoke queen." hehe... I did tell all my friends to avoid her.
    i think that person is still there except that she's been switch over to the show room already, or maybe i see wrongly...
    besides, canon got quite a no of "smoke queen" like one of my former colleague...

  7. #7
    vince123123
    Guests

    Default Re: Need help to justify CSC flawed (imho) service

    Tell them to pay you for the delay, and you will pay them to do express service.

    Ask they since they took 36 days, are they going to extend your warranty for 36 days?

    If everything also cannot, please guai guai go do the calibration unless they want their manager to come out and explain for them. If that doesn't work, just go up the chain of command.


    Quote Originally Posted by surrephoto View Post
    On 10th August 2009, I sent in my Canon 28 mm f/1.8 USM (Warranty still valid) to Canon Service Centre for non-working autofocus.

    After several about a week of waiting, I was then told that the parts would not arrive in time for their previous promised date of 26th August, and they loaned me a 17-35 mm f/2.8L to use for the time being.

    As of now, 16th of September, I have finally received my lens... however after checking by both myself and CSC staff, it happens that the lens is now suffering from a obvious back-focusing issue. I then told the 1st staff (young female) that I need the lens by Monday, 21st September. I also had to send in the body to be focus-checked with the lens.

    A 2nd staff (moustached man) then said that the cost of the "express service" for the lens/body to be ready by this friday (monday not possible due to hari raya) was the full $40 as it was within an effective 2 working days. Until further negotiation and argument, he decided to give me the express service at a special rate of $25 (Usual-rate for 3-day express service).

    My arguments;
    1. Total time taken to fix the lens was a gross 36 days.
    2. Was told initially that the lens would be calibrated precisely.
    3. Was told that the lens was not calibrated in anyway by the first female attendant. "Only parts were replaced, no calibration was done".

    Moustached Man's arguments;
    1. Calibration of the lens-to-body and body-to-lens is a different procedure. All lenses are calibrated to a CSC standard body.

    This contradicts the "Only parts were replaced, no calibration was done statement."

    2. The procedure of the lens repair and post-repair calibration are seperate services and the calibration would be tentamount to the standard 5 working days agreement.

    Basically, I don't think I should pay the $25. Nor do i think I should wait any longer for the service to be complete.

    Since both sides IMHO have valid reasoning, what should i do?

  8. #8

    Default Re: Need help to justify CSC flawed (imho) service

    Quote Originally Posted by Simon_84 View Post
    i think that person is still there except that she's been switch over to the show room already, or maybe i see wrongly...
    besides, canon got quite a no of "smoke queen" like one of my former colleague...
    Is she still there? Haha, when I said smoke, i meant telling a lie. I once witnessed her supervisor asking her a kind favor to help him open the main door with a key. He showed her the key, she turned to him and said she dont know how to use a key. The supervisor turn back, speechless as he nearly wanted to bang his head on the Canon printer behind.

    That was while she served me. then she smoked me on alot of things. I told her to step talking and I spoke with the manager - whom i happened to know very well.

    Smoke girl looks pretty, but after being smoked and after she also smoked my friends on wrongful repair bills, I began to find her ugly. LOL Well at least, she puffed up in smoke and got transferred. she was about 1.55m tall, 25yrs old, slim, long hair, pimpled on her two front cheeks. I think i will drop by and give her my treasured Christmas socks this year. LOL

  9. #9
    Member Cartman2000's Avatar
    Join Date
    Dec 2008
    Location
    Pasir Ris
    Posts
    1,732

    Default Re: Need help to justify CSC flawed (imho) service

    Quote Originally Posted by surrephoto View Post
    On 10th August 2009, I sent in my Canon 28 mm f/1.8 USM (Warranty still valid) to Canon Service Centre for non-working autofocus.

    After several about a week of waiting, I was then told that the parts would not arrive in time for their previous promised date of 26th August, and they loaned me a 17-35 mm f/2.8L to use for the time being.

    As of now, 16th of September, I have finally received my lens... however after checking by both myself and CSC staff, it happens that the lens is now suffering from a obvious back-focusing issue. I then told the 1st staff (young female) that I need the lens by Monday, 21st September. I also had to send in the body to be focus-checked with the lens.

    A 2nd staff (moustached man) then said that the cost of the "express service" for the lens/body to be ready by this friday (monday not possible due to hari raya) was the full $40 as it was within an effective 2 working days. Until further negotiation and argument, he decided to give me the express service at a special rate of $25 (Usual-rate for 3-day express service).

    My arguments;
    1. Total time taken to fix the lens was a gross 36 days.
    2. Was told initially that the lens would be calibrated precisely.
    3. Was told that the lens was not calibrated in anyway by the first female attendant. "Only parts were replaced, no calibration was done".

    Moustached Man's arguments;
    1. Calibration of the lens-to-body and body-to-lens is a different procedure. All lenses are calibrated to a CSC standard body.

    This contradicts the "Only parts were replaced, no calibration was done statement."

    2. The procedure of the lens repair and post-repair calibration are seperate services and the calibration would be tentamount to the standard 5 working days agreement.

    Basically, I don't think I should pay the $25. Nor do i think I should wait any longer for the service to be complete.

    Since both sides IMHO have valid reasoning, what should i do?
    "Young man, let me tell you this...
    I have been repairing Canon cameras way before you were born..
    If I say the lens should be fixed for free, it should be fixed for free..
    Be a man and fix it now"

  10. #10
    Member/Tangshooter StrifeYun's Avatar
    Join Date
    Nov 2006
    Location
    Rivervale Drive
    Posts
    2,215

    Default Re: Need help to justify CSC flawed (imho) service

    haha, i must take note of their names next time haha.... always see the same few ppl.
    Canon EOS "Luxury"
    [flickr]

  11. #11

    Default Re: Need help to justify CSC flawed (imho) service

    Dude,

    > If I happen to be served by a part timer, I will guide them how to proceed from there.

    you rock... don't let the river take you where it runs, no point fighting it, channel it where you want to go .. nice

    -- Marios

    Quote Originally Posted by contaxable View Post
    So far my experience with CSC had always been fair and within my expectations.

    If I happen to be served by a part timer, I will guide them how to proceed from there. Some years back, there used to be a pimpled long hair young lady who was a super lazy part time girl. She was known as a "smoke queen." hehe... I did tell all my friends to avoid her.

    In dealing with service centers, I often believe in "Kindness begets kindness." They are humans, they make mistakes, they are not always perfect.

    Try to work with them to a workable solution. I am sure somehow, the expectations can be better aligned. I do not agree to bang table approach. Remember, they are only employees acting on strict company guidelines due to budget controls by the finance dept. But believe me, if you are kind, they have work-around solutions sometimes.

  12. #12

    Default Re: Need help to justify CSC flawed (imho) service

    post on stomp. after which they will e-mail you and offer to do to for free.

  13. #13

    Default Re: Need help to justify CSC flawed (imho) service

    The matter has been "resolved" for the moment....

    Got a call from the technician ytd morning and was told that the lens was calibrated to the body within factory standards in the first place and there was no back-focusing issue. No fees as well. Collected the stuff just now.

    So much for me, the female staff member, male moustaches senior staff member and at least one technician inside the glass window for agreeing with the back-focusing.

    Though apparently, the lens is focusing fine now....

    Maybe it was covered up. Hahaha.

  14. #14
    Member
    Join Date
    Jan 2007
    Location
    opp. East Coast Park
    Posts
    1,124

    Default Re: Need help to justify CSC flawed (imho) service

    Sheesh... this back-focussing thing is scaring me.
    I have also sent in a lens cos of auto-focus problem (cannot auto-focus at all). It is not under warranty so I have to pay for it. I wonder if they will calibrate it after changing the barrel (that's what they said they will do) or I have to pay more to calibrate it.

    Also, they initially quoted me ~$204 to change barrel and dunno what. Then I made some noise and say very expensive, but was still talking nicely, just sound like damn xian and gek sim, then they offered to give me discount and charge ~$186. Is this normal, reasonable price for this type of servicing? All this talk of smoke making me paranoid also... dun wanna get smoked!
    The best photographer is one who is inspired by the innate nature of his subjects.

  15. #15

    Default Re: Need help to justify CSC flawed (imho) service

    Quote Originally Posted by WuffRuff View Post
    Sheesh... this back-focussing thing is scaring me.
    I have also sent in a lens cos of auto-focus problem (cannot auto-focus at all). It is not under warranty so I have to pay for it. I wonder if they will calibrate it after changing the barrel (that's what they said they will do) or I have to pay more to calibrate it.

    Also, they initially quoted me ~$204 to change barrel and dunno what. Then I made some noise and say very expensive, but was still talking nicely, just sound like damn xian and gek sim, then they offered to give me discount and charge ~$186. Is this normal, reasonable price for this type of servicing? All this talk of smoke making me paranoid also... dun wanna get smoked!
    Well...

    Based on my case, since the repair of autofocus and calibration of lens is seperate, you would need to pay $60 for canon to calibrate your lens.

    If your camera body still have warranty, then maybe still can talk to them about free calibration.

  16. #16

    Default Re: Need help to justify CSC flawed (imho) service

    Quote Originally Posted by WuffRuff View Post
    Sheesh... this back-focussing thing is scaring me.
    I have also sent in a lens cos of auto-focus problem (cannot auto-focus at all). It is not under warranty so I have to pay for it. I wonder if they will calibrate it after changing the barrel (that's what they said they will do) or I have to pay more to calibrate it.

    Also, they initially quoted me ~$204 to change barrel and dunno what. Then I made some noise and say very expensive, but was still talking nicely, just sound like damn xian and gek sim, then they offered to give me discount and charge ~$186. Is this normal, reasonable price for this type of servicing? All this talk of smoke making me paranoid also... dun wanna get smoked!
    i think they will. i sent my lens in for repairs and they calibrate the lens for me after that. tack sharp wide open now.

Bookmarks

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •