So today I got a phone call from Canon, the Keepers of My Camera. Keep in mind they have now had my camera for 9 days. They are getting dumber at Canon, because this is how the conversation went:
(insert sound of mangled rage + psychotic laughter here. Why? Because THAT’S NOT THE PROBLEM WITH MY CAMERA!!!! In fact, when I sent my camera I included a note that carefully detailed a) the problem and b) the fact that I was aware the battery cover was broken (thank you, Round Eye!) and that I specifically did not care if it was fixed, as it DOES NOT AFFECT THE OPERATION OF THE CAMERA!!!)
Me: Ummm, that’s not the problem. The camera itself has a problem when I take photos, the battery cover has nothing to do with it.
Canon: silence ….
Canon: Well, that’s what it says here in the computer.
Me: But I wrote in my note included with the camera that this was not the issue.
Canon: Nobody read your note.
Me: If no one read my note, how do you know whose camera this is? How did you get my phone number??
Me: Well, I don’t want you to fix the battery cover, I want you to fix the camera.
Canon: So you don’t want us to repair the camera? Okay, we’ll send it back. The cost for shipping will be –
(insert screaming here) <-- me Me: Okay, I would like to speak to your supervisor please.
Canon: There are no supervisors.
I will spare you the rest of this conversation, as it involved a lot of bad words on my part, and possibly some crying on Canon’s end.
I spent the rest of the afternoon calling every Canon department I could find on the internet until I finally got a very nice technician fellow, who forwarded me to another customer service representative who finally, after many lengthy explanations on my part, seemed to grasp that a) I was very very unhappy b) I was being royally screwed and most importantly c) that the battery cover was not the problem!!
I have managed to get the problem ‘advanced’ with Canon, meaning I am no longer just a reference number with another shitty broken Canon camera, but now I am an angry person who takes up a lot of Canon’s staff’s time. Squeaky wheels and all that. But I’m still not particularly happy. In part because I had to jump up and down to get their attention, and I kind of feel that a $1200.00 camera shouldn’t require that much jumping up and down. Also because the nice customer service lady, though she is trying to help me, told me that it typically takes 20-25 days to repair the camera once diagnosed, which is a lot longer than the 10 business days promised to me the first time I called in.
The good news is that barely suppressed rage gets you further than compliance. After more discussion, the Canon woman told me my camera would likely be ready “much sooner than that” (that being the time frame she originally gave me) and also that there was a strong possibility that I “would not be charged for the repair.” This latter thing makes me happy. My internet research suggested it would cost a couple hundred dollars to fix the problem, so I’ve budgeted for that … so maybe I will get the battery cover fixed after all