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Thread: Canon Service Centre

  1. #1

    Default Canon Service Centre

    Recently I bought a Canon 550D, as this is my 1st DSLR camera and not sure how to clean it and so got my focus screen scratched. So I went to CSC to check my camera and I thought that there is warranty. However, the girl told me warranty doesnít come with parts and ofcos I was abit upset and ask to change it anyway. I ask the girl what should I do to prevent it and the girl canít answer me and out of the blue there was this guy (Terence) came towards me and tell me this kind of things happen and as long as it doesnít affect the photos and I should live with it?? And he had one too?? What has that got to do with me?? Anyway, they didnít charge me for the service charge and only the focusing screen parts.
    I have changed my focusing screen again and this time it was I have paid the service charge and the parts and this time I was quite careful of my focusing screen and I did not dare to touch it or clean anything inside.

    After I took some pictures, I discovered that there are 2 dots when I adjust my focal to 10 and above, so I ask a friend of mine to help me send it to CSC for cleaning. Before sending it, Iíve a check to ensure that my focusing screen is good by aiming my ceiling light and it is crystal clear and clean. However, when my friend called me up and told me that the CSC tech claims that my focusing screen is dirty? and asking whether to clean it and wanted to charge extra $40 for it. However I didnít clean it, so they charge me $20 for the CMOS cleaning.

    When the camera returned back, I was quite angry as when I check my focusing screen thru the viewfinder, I saw spots, there are particles and a curve line from the view of viewfinder. I am so disappointed and upset of the quality of service.

  2. #2
    Senior Member CS TAN's Avatar
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    Default Re: Canon Service Centre

    Quote Originally Posted by Darbee8 View Post
    Recently I bought a Canon 550D, as this is my 1st DSLR camera and not sure how to clean it and so got my focus screen scratched. So I went to CSC to check my camera and I thought that there is warranty. However, the girl told me warranty doesnít come with parts and ofcos I was abit upset and ask to change it anyway. I ask the girl what should I do to prevent it and the girl canít answer me and out of the blue there was this guy (Terence) came towards me and tell me this kind of things happen and as long as it doesnít affect the photos and I should live with it?? And he had one too?? What has that got to do with me?? Anyway, they didnít charge me for the service charge and only the focusing screen parts.
    I have changed my focusing screen again and this time it was I have paid the service charge and the parts and this time I was quite careful of my focusing screen and I did not dare to touch it or clean anything inside.

    After I took some pictures, I discovered that there are 2 dots when I adjust my focal to 10 and above, so I ask a friend of mine to help me send it to CSC for cleaning. Before sending it, Iíve a check to ensure that my focusing screen is good by aiming my ceiling light and it is crystal clear and clean. However, when my friend called me up and told me that the CSC tech claims that my focusing screen is dirty? and asking whether to clean it and wanted to charge extra $40 for it. However I didnít clean it, so they charge me $20 for the CMOS cleaning.

    When the camera returned back, I was quite angry as when I check my focusing screen thru the viewfinder, I saw spots, there are particles and a curve line from the view of viewfinder. I am so disappointed and upset of the quality of service.
    Scratched focusing screen is clearly not under warranty same as if you scratch your lens elements. So, it is natural they charge you for the parts and not labour since your camera is still under warranty. The warranty period does not cover user errors.

    Cleaning of sensor is also not cover by warranty so that is also chargeable.

    I don't see any problem with what CSC has done so far. Perhaps I miss something?
    Canon 5D Mark II | 24-105L | 35L | 85L II | 135L | Samyang 14mm 2.8

  3. #3

    Default Re: Canon Service Centre

    Imagine if cleaning of sensor was also under warranty....the waiting line could exceed 4D and Toto queues combined. Especially for those who live/work near CSC, chances are they will come every day.
    You wont see me much less remember me but i am the guy who makes you look good.

  4. #4

    Default Re: Canon Service Centre

    But then when the camera is returned, the viewfinder is not clear. So something is wrong there.
    Passion for Photography

  5. #5
    Senior Member wildcat's Avatar
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    Default Re: Canon Service Centre

    Quote Originally Posted by Darbee8 View Post
    Recently I bought a Canon 550D, as this is my 1st DSLR camera and not sure how to clean it and so got my focus screen scratched. So I went to CSC to check my camera and I thought that there is warranty. However, the girl told me warranty doesnít come with parts and ofcos I was abit upset and ask to change it anyway. I ask the girl what should I do to prevent it and the girl canít answer me and out of the blue there was this guy (Terence) came towards me and tell me this kind of things happen and as long as it doesnít affect the photos and I should live with it?? And he had one too?? What has that got to do with me?? Anyway, they didnít charge me for the service charge and only the focusing screen parts.
    I have changed my focusing screen again and this time it was I have paid the service charge and the parts and this time I was quite careful of my focusing screen and I did not dare to touch it or clean anything inside.

    After I took some pictures, I discovered that there are 2 dots when I adjust my focal to 10 and above, so I ask a friend of mine to help me send it to CSC for cleaning. Before sending it, Iíve a check to ensure that my focusing screen is good by aiming my ceiling light and it is crystal clear and clean. However, when my friend called me up and told me that the CSC tech claims that my focusing screen is dirty? and asking whether to clean it and wanted to charge extra $40 for it. However I didnít clean it, so they charge me $20 for the CMOS cleaning.

    When the camera returned back, I was quite angry as when I check my focusing screen thru the viewfinder, I saw spots, there are particles and a curve line from the view of viewfinder. I am so disappointed and upset of the quality of service.
    Two different issues, correct?
    1. Sent in first time for scratched focusing screen which you changed for $40 for parts. While you are unhappy, you are still okay with it (except explanation given on how to prevent future cases)

    2. So you sent in a second time with an unscratched focusing screen. They said it was dirty and wanted to charge you another $40 but you didn't want to change because you took a picture before sending it in and it was clear.

    They supposed to do CMOS sensor clean to remove two clear dots. Instead, now when the camera is returned to you, dunno which dodo included new particles, spots and a curved line. This could be anyone which includes the Canon servicing guy, the xmm receptionist, or even your friend who helped you bring the camera in.

    Is that correct?

  6. #6

    Default Re: Canon Service Centre

    Quote Originally Posted by Darbee8 View Post
    When the camera returned back, I was quite angry as when I check my focusing screen thru the viewfinder, I saw spots, there are particles and a curve line from the view of viewfinder. I am so disappointed and upset of the quality of service.
    TS,
    you should learn how to control your emotion
    and know what part of your life worth to be angry of

    It's like the guy at CSC said, not relevant to what you're shooting result,
    why should you worry about it ?

    You know what ? The Canon guy at CSC probably making laugh at you,
    you are using a TOY CAMERA but you are acting like it is a matter of life and death,
    come on, it's just a small dust in your viewfinder, you don't have to make it like
    a big problem, why are you so mad about it ?

    There are many things in life that are worth to be mad of rather than just a little dust
    in your viewfinder,
    why should you worried about such little thing that doesn't affect your photo result ?
    Last edited by tongki; 1st June 2010 at 12:35 AM.
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  7. #7

    Default Re: Canon Service Centre

    Before I send there it was clean and after return back it has dirt and particles and u say not big issue and they will laugh at me?? is this how canon works? dirty customer camera consider no big deal?? or u ppl work in canon and have the right to do so and say so?
    Last edited by Darbee8; 1st June 2010 at 12:40 AM.

  8. #8

    Default Re: Canon Service Centre

    Quote Originally Posted by wildcat View Post
    Two different issues, correct?
    1. Sent in first time for scratched focusing screen which you changed for $40 for parts. While you are unhappy, you are still okay with it (except explanation given on how to prevent future cases)

    2. So you sent in a second time with an unscratched focusing screen. They said it was dirty and wanted to charge you another $40 but you didn't want to change because you took a picture before sending it in and it was clear.

    They supposed to do CMOS sensor clean to remove two clear dots. Instead, now when the camera is returned to you, dunno which dodo included new particles, spots and a curved line. This could be anyone which includes the Canon servicing guy, the xmm receptionist, or even your friend who helped you bring the camera in.

    Is that correct?
    I said I willing to pay for my mistake but the last 1, definitely not me or my friend, he's a canon user too. If pushing away things that they do, what kind of good customer service is this??

  9. #9

    Default Re: Canon Service Centre

    Quote Originally Posted by Darbee8 View Post
    Before I send there it was clean and after return back it has dirt and particles and u say not big issue and they will laugh at me?? is this how canon works? dirty customer camera consider no big deal?? or u ppl work in canon and have the right to do so and say so?
    Of course, it's a big deal. Quality of service should be the same regardless of price of the item.

    You can bring it back and they'll change it there for you on the spot. Waiting time is ~ 1 hour. So, don't worry about it.

    Not sure how much you paid for the focus screen, but if you are skilled enough, you can change it yourself. Just get the part from this website. I have changed the one on my 450D a couple of times. It's the same focus screen as the one on the 550D.

    BTW, one of the receptionists is incredibly blur. He often opens up the mirror box even though he has no need to do that. I've told him off before. His action can lead to dust on the sensor.
    Last edited by doodah; 1st June 2010 at 12:50 AM.

  10. #10

    Default Re: Canon Service Centre

    Quote Originally Posted by CS TAN View Post
    Scratched focusing screen is clearly not under warranty same as if you scratch your lens elements. So, it is natural they charge you for the parts and not labour since your camera is still under warranty. The warranty period does not cover user errors.

    Cleaning of sensor is also not cover by warranty so that is also chargeable.

    I don't see any problem with what CSC has done so far. Perhaps I miss something?
    Towards u is not a big problem, towards me is a big problem, if they dirty my camera they have to clean it. They are big organization open business not a barbarian shop.

  11. #11

    Default Re: Canon Service Centre

    Quote Originally Posted by Reportage View Post
    Imagine if cleaning of sensor was also under warranty....the waiting line could exceed 4D and Toto queues combined. Especially for those who live/work near CSC, chances are they will come every day.
    its not about the warranty things, Its about they dirty my camera.

  12. #12
    Member dingaroo's Avatar
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    Default Re: Canon Service Centre

    Hi Darbee8,

    Firstly, a dirty focus screen will not affect the final image captured by the sensor. However, I can emphatise that you expect to get back your camera in a better, or if not possible, similar state before you send it for service.

    Warranty, by most companies' definition, will only cover defects or problems found on the artifact at the point of leaving the factory or at point of purchase. Sometimes, it may cover malfunction of the device to no fault of yours.

    However, should you induce the defect, like scratch the viewfinder, or dropage of the said item, will not be covered by the warranty.

    I don't work for Canon, but in the first case, you were rightfully charged for the replacement of the viewfinder.

    In the second situation, it is rather difficult to say who had introduced the 'spots' and 'line' into your viewfinder. Maybe you could go down to the service centre, and explain your case in a calm manner, I'm sure they would be willing to do it for you. Free or chargeable, you will have to bargain nicely with them.

    From the various feedback about the service centre, I have yet to read a negative one. Maybe you are the first. Do hope your problem is solved.

    Cheers!
    A picture a day keeps the blues away!

  13. #13

    Default Re: Canon Service Centre

    Quote Originally Posted by dingaroo View Post
    Hi Darbee8,

    Firstly, a dirty focus screen will not affect the final image captured by the sensor. However, I can emphatise that you expect to get back your camera in a better, or if not possible, similar state before you send it for service.

    Warranty, by most companies' definition, will only cover defects or problems found on the artifact at the point of leaving the factory or at point of purchase. Sometimes, it may cover malfunction of the device to no fault of yours.

    However, should you induce the defect, like scratch the viewfinder, or dropage of the said item, will not be covered by the warranty.

    I don't work for Canon, but in the first case, you were rightfully charged for the replacement of the viewfinder.

    In the second situation, it is rather difficult to say who had introduced the 'spots' and 'line' into your viewfinder. Maybe you could go down to the service centre, and explain your case in a calm manner, I'm sure they would be willing to do it for you. Free or chargeable, you will have to bargain nicely with them.

    From the various feedback about the service centre, I have yet to read a negative one. Maybe you are the first. Do hope your problem is solved.

    Cheers!
    I will let consumer to do so, do't think its my fault cos I did checked it. If I am willing to pay for cmos cleaning why should I deny the focusing screen dirt?? btw, there is one before me complaining the same thing.
    Last edited by Darbee8; 1st June 2010 at 01:05 AM.

  14. #14
    Moderator Octarine's Avatar
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    Default Re: Canon Service Centre

    Quote Originally Posted by Darbee8 View Post
    I will let consumer to do so, do't think its my fault cos I did checked it. If I am willing to pay for cmos cleaning why should I deny the focusing screen dirt?? btw, there is one before me complaining the same thing.
    Before you start complaining about warranty services it's best that you learn what is covered under warranty from Canon: manufacturing defects. Nothing more. Especially not what your gut feeling tells you to be included "somewhat rightfully" because you have paid a lot of money. Clumsiness, slippery hands and trial&error cleaning experiments you could partially cover by getting Courts 3 years warranty. But then you have to deal with the sales guys there, Canon doesn't care about this package.
    It's not about what you are willing to pay or not, it's about the T&C of warranty services that Canon has defined. Beside this: you can turn up every week claiming that viewfinder is dirty - so what? It's not a manufacturing default and it's damn hard to tell that CSC staff has caused this dirt to be there. The VF is not sealed, pretty normal that pieces of dust find the way there. It doesn't affect the image and it's nowhere stated that the VF needs to be 100% clear in order to work.
    Better calm down and read the fine print. I'm sure the current version of warranty T&C can be found online.
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  15. #15

    Default Re: Canon Service Centre

    Quote Originally Posted by Octarine View Post
    Before you start complaining about warranty services it's best that you learn what is covered under warranty from Canon: manufacturing defects. Nothing more. Especially not what your gut feeling tells you to be included "somewhat rightfully" because you have paid a lot of money. Clumsiness, slippery hands and trial&error cleaning experiments you could partially cover by getting Courts 3 years warranty. But then you have to deal with the sales guys there, Canon doesn't care about this package.
    It's not about what you are willing to pay or not, it's about the T&C of warranty services that Canon has defined. Beside this: you can turn up every week claiming that viewfinder is dirty - so what? It's not a manufacturing default and it's damn hard to tell that CSC staff has caused this dirt to be there. The VF is not sealed, pretty normal that pieces of dust find the way there. It doesn't affect the image and it's nowhere stated that the VF needs to be 100% clear in order to work.
    Better calm down and read the fine print. I'm sure the current version of warranty T&C can be found online.

    I'm not complaining the warranty, I'm complaining they dirty my camera. The complaint has got nothing to do with that warranty, is the 3rd time I sent my for CMOS Cleaning and landed up my focusing screen dirty which I have checked before sending in and now they want me to pay for something which I didnt do. So let the consumer deal with them.
    Last edited by Darbee8; 1st June 2010 at 01:33 AM.

  16. #16

    Default Re: Canon Service Centre

    Hi Darbee8,
    U gotta relax. I know u felt like buying a lemon unit?
    As for Warranty : U gotta read all the terms & conditions covered under warranty before u scream at them. I believe Nikon also have their own terms & conditions as well.

    As for Customer Service : Yes i can clearly understand your feeling, but u gotta be careful who at the front desk ppl are. Some are just rookies (new employee out to earn a living) without much knowledge of DSLR handling, unlike servicing personnel. There's a very expert gal (she doesn't wear specs) customer service at the front desk (very sorry tht i can't recall her name) tht i recommend. Many months back i sent my 5D for sensor cleaning, she told me to place my DSLR always facing down, reason being nt for dust to fall onto sensor. She's a very very experience gal. She has tht very cool look on her face, doesn't smile much. Sorry, tht's all i can describe her. As for your dissatisfaction, u can always talk to the manager yourself. I remember while checking my camera, there was still a small spot didn't clean properly, so i told the service personnel to clean again. I didn't get upset bcoz they dun work in vacuum environment, u can see around them while waiting tht many vacuum cleaners & cleaning equipments are around, highly possible to get dust back onto sensor. Having said tht, I ain't work for canon, i dun get paid for saying this, but just would like to share my experience with u tht's all. Relax though. I get more upset with StarHub customer service instead hahaha.

  17. #17

    Default Re: Canon Service Centre

    Quote Originally Posted by zeisszf View Post
    Hi Darbee8,
    U gotta relax. I know u felt like buying a lemon unit?
    As for Warranty : U gotta read all the terms & conditions covered under warranty before u scream at them. I believe Nikon also have their own terms & conditions as well.

    As for Customer Service : Yes i can clearly understand your feeling, but u gotta be careful who at the front desk ppl are. Some are just rookies (new employee out to earn a living) without much knowledge of DSLR handling, unlike servicing personnel. There's a very expert gal (she doesn't wear specs) customer service at the front desk (very sorry tht i can't recall her name) tht i recommend. Many months back i sent my 5D for sensor cleaning, she told me to place my DSLR always facing down, reason being nt for dust to fall onto sensor. She's a very very experience gal. She has tht very cool look on her face, doesn't smile much. Sorry, tht's all i can describe her. As for your dissatisfaction, u can always talk to the manager yourself. I remember while checking my camera, there was still a small spot didn't clean properly, so i told the service personnel to clean again. I didn't get upset bcoz they dun work in vacuum environment, u can see around them while waiting tht many vacuum cleaners & cleaning equipments are around, highly possible to get dust back onto sensor. Having said tht, I ain't work for canon, i dun get paid for saying this, but just would like to share my experience with u tht's all. Relax though. I get more upset with StarHub customer service instead hahaha.
    LOL...Feeling much better now...LOL...like I say I couldn't be bothered about the waranty, is just that they dirty my focusing screen and not my VF and don't know why these people kept mentioning my VF and warranty and also finding stupid excuses like my friend causes it, they shouldn't add dirt to my FS and these canon fans just can't take it if there's a complain about canon service centre and i'm not complaining about the product, i'm complaining about the people whose job there is a customer service asking me to "live with it" and also they put extra dirt on my FS, but what time she normally there? is she long hair or short hair? Anyway, starhub CS is always sucks...but if u tell them off, they will do for u.
    Last edited by Darbee8; 1st June 2010 at 02:28 AM.

  18. #18
    Senior Member +evenstar's Avatar
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    Default Re: Canon Service Centre

    There could be another explanation for the dust in your VF. Those dust could have already been in other parts of your camera when you sent it in. During transportation, sensor cleaning, etc, the dust could have "shifted" to the prism and hence you noticed them after cleaning. This happens to my camera regularly, after using a blower on the sensor, I sometimes see dust spots on the prism when I look through the VF (currently i have 2 v short strands of hair in the prism). bo bian, wait for the problem to get really bad before sending in for a Class B service.

    You should do a test after collecting your camera, and if the sensor is still dirty, politely point it out and the staff will clean it again for you.
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  19. #19

    Default Re: Canon Service Centre

    Quote Originally Posted by +evenstar View Post
    There could be another explanation for the dust in your VF. Those dust could have already been in other parts of your camera when you sent it in. During transportation, sensor cleaning, etc, the dust could have "shifted" to the prism and hence you noticed them after cleaning. This happens to my camera regularly, after using a blower on the sensor, I sometimes see dust spots on the prism when I look through the VF (currently i have 2 v short strands of hair in the prism). bo bian, wait for the problem to get really bad before sending in for a Class B service.

    You should do a test after collecting your camera, and if the sensor is still dirty, politely point it out and the staff will clean it again for you.
    Ai....actually I did check with the white light to see if is clean before sending in, if is dusty, I would have ask them clean it together. The problem is my friend did not check properly, coz I only ask to clear the spots which is cmos cleaning. anyway, I will go there and ask them politely la...if they still want to charge me, I will ask for the manager in a polite manner oso.

  20. #20
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    Default Re: Canon Service Centre

    Quote Originally Posted by Darbee8 View Post
    Recently I bought a Canon 550D, as this is my 1st DSLR camera and not sure how to clean it and so got my focus screen scratched. So I went to CSC to check my camera and I thought that there is warranty. However, the girl told me warranty doesnít come with parts and ofcos I was abit upset and ask to change it anyway. I ask the girl what should I do to prevent it and the girl canít answer me and out of the blue there was this guy (Terence) came towards me and tell me this kind of things happen and as long as it doesnít affect the photos and I should live with it?? And he had one too?? What has that got to do with me?? Anyway, they didnít charge me for the service charge and only the focusing screen parts.
    I have changed my focusing screen again and this time it was I have paid the service charge and the parts and this time I was quite careful of my focusing screen and I did not dare to touch it or clean anything inside.

    After I took some pictures, I discovered that there are 2 dots when I adjust my focal to 10 and above, so I ask a friend of mine to help me send it to CSC for cleaning. Before sending it, Iíve a check to ensure that my focusing screen is good by aiming my ceiling light and it is crystal clear and clean. However, when my friend called me up and told me that the CSC tech claims that my focusing screen is dirty? and asking whether to clean it and wanted to charge extra $40 for it. However I didnít clean it, so they charge me $20 for the CMOS cleaning.

    When the camera returned back, I was quite angry as when I check my focusing screen thru the viewfinder, I saw spots, there are particles and a curve line from the view of viewfinder. I am so disappointed and upset of the quality of service.
    Anyone knows what TS means for the part highlighted in red above?

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