Friday, October 14, 2011

Dear Canon, ...

Here's a copy of a letter I received from Canon today regarding my inquiry about repairing my Canon 17-85mm lens:

Dear Shawn Kielty:
Customer service is our number-one priority at Canon U.S.A., Inc. We take great pride in providing you with the best service possible and strive to make your Canon ownership experience enjoyable.

Please take a few minutes to complete a brief online survey and tell us about your experience when you phoned our Technical Support Center on 10/13/2011 14:04:51regarding your Canon product. To access the survey click on the link below, or copy and paste the address into your browser.

You must be 18 years of age or older to participate. Thank you for your feedback and for being a valued Canon customer.


Canon U.S.A., Inc.
Customer Support
Please do not reply to this e-mail unless you are having difficulties completing the survey.

That's right, please do not reply ... yeta, yeta, yeta.  I don't want to complete your survey.  What I want to do is take a few moments to tell you about my experience with your camera on my recent trip to China.  During my trip I carried one camera, a Canon 20D, and two lenses, A 10-22mm zoom and a 17-85mm zoom.  I'd like to be able to tell you that I made this decision because your gear has been so reliable in the past, but it wouldn't be true. 

Last year just before my trip to China, I had to rent a 17-85mm zoom because mine failed miserably, just a few days before I left.  

So off I went to China for 18 days with a stripped down version of my normal gear, and a few days into my trip, my 17-85mm lens stops working all together, producing repeatedly the oft reported "err99".   Done.   Epic Fail.  I don't want to hear and talk how good your customer service is. 

I want to hear and talk about how good your product is.  I want to hear you tell me that the quality of your product is your number one priority.  I want to brag to my friends about how great your camera is.  The way I used to.      

Alas, I cannot!

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