Canon Service

Ford Minton · June 7th, 2002, 01:00 AM

Chris-

This thread spooks me.
Are there other Canon service facilities in U.S. that you could recommend other than Irvine?

Chris Hurd · June 7th, 2002, 06:31 AM

Yes. Try Jamesburg, New Jersey:

Canon Factory Service
Attn: XL1 Service
100 Jamesburg Road
Jamesburg, NJ 08831
TEL: 732-521-7007

Hope this helps,

Nick Kerpchar · June 7th, 2002, 07:45 PM

Hearing these tune-up and repair nightmare stories certainly gives one pause when considering a new camcorder purchase.

I noticed that at least one vendor on the web offers an extended warranty with some of the camcorders they sell. Has anyone on this forum had any experience with such extended warranties?

Chris, do any of your recommended vendors (sponsors) offer extended warranties?

Thank you for the input, Nick

June 7th, 2002, 11:01 PM

Irvine update:
After all, the problem seems to be resolved. They acknowledged hooking up my PAL XL-1 to NTSC equipment. That gives a bad picture. No need for a new main board. Truly, I am more than happy about that because that saved me quite some money. In a revised estimate they reported a defective video drum - again, unbelievable news to me. To make a long story short: They are going to check it again and - if necessary - they will fix it.
What I did not like? 1. Facing big expenses for something I am not responsible for. 2. Having the feeling that they might did not believe me. At any upcoming services I will run a demo of a working camera before I turn it in.
I do not want to rate their technical qualification here, who knows what went wrong. At least, I am absolutely satisfied with their service management (Chris Canada) and the flow of communication. He resolved the discussion in a very professional manner.

Marcus

Ed Frazier · June 8th, 2002, 07:48 AM

Hi Marcus,

Glad to hear that Canon has been responsive to your problem. Based on a number of posts on this board as well as my own personal experience with the repair facility, drum assembly replacement seems to be their *magic fix* for just about any video related problem. My camera was returned so fast, I'm not sure they even had time to do the repair, and it still had the same problem when I got it back. (http://www.dvinfo.net/conf/showthread.php?s=&threadid=1562) At least it didn't have any new ones.

Peter Koller · June 8th, 2002, 12:34 PM

Having read these posts it seems to me that Canon´s customer support is, well, not so good. And here in Europe it seems even worse, from what I have heard from other users so far is that they´d be happy to have the kind of service that you get in the USA.
From my own experience I know that they are very slow and secretive about their products (the fastest email response I got was circa 9 days and the slowest almost 3 weeks, although I have to admit I never called personally, because I prefer email-conversation as this gives them time to answer your problem, or forward it to the right person which is often not possible if you just call in). In short no real help if you are in trouble.

Are these just rare cases or is this common?

Cheers,

Greg Matty · June 8th, 2002, 02:19 PM

Peter,

My guess is that negative experiences are rare.

We all know that satisfied customers tell one person about their experience and unsatisfied ones tell 100. I was not trying to be especially negative since I love my XL-1. I just wanted to point out my experience.

Greg M

Chris Hurd · June 8th, 2002, 08:43 PM

One thing I will add to this is at least Canon USA is accessible. Try getting this type of interaction and feedback from Sony in a timely manner... practically impossible. And they suffer from some of the same issues here as well. At least Canon talks to us.

June 14th, 2002, 06:31 PM

Can somebody inform to me where to acquire the Canon XL1S Manual Service and where to buy spare parts and pieces for this camera?
All contribution will be appreciated

Veronica

K. Forman · June 15th, 2002, 06:19 AM

I would say that Canon would be the place to turn. Try shooting them an e-mail. They might be able to tell you where you can download a service manual.
Keith

Chris Hurd · June 15th, 2002, 04:04 PM

XL1S service manuals are not available to the public, sorry.

Some spare parts may be available through Canon service centers. Depends on what you're looking for.

June 15th, 2002, 05:07 PM

Ok Chris

Thank very much
And the CanonXL1 ( non S ) service manual, is available to the public, or it is not ??

Thanks

Veronica

Don Palomaki · June 16th, 2002, 07:10 AM

The XL1 service manual may be available. from Canon. The policy has varied a bit over time. You may have to sign a warranty waiver (if you mess up your camcorder as a result of using the manual - it is your fault). Not much in the manual of use to most camcorder owners/users. It is a very technical document. It is NOT as simple as programming a VCR.

K. Forman · June 16th, 2002, 07:32 AM

<<<-- Originally posted by Don Palomaki : It is NOT as simple as programming a VCR. -->>>

And all around the world, there are VCRs flashing 12:00...
Keith

June 16th, 2002, 09:07 AM

OK Don, thank you very much.

I understand that technical manual is not simple to understand, but is necessary for the hands of a technician who needs to repair some thing.

I will ask in Canon to know like acquiring it.

Thanks you again

Veronica

June 7th, 2002, 06:31 AM	#32
Chris Hurd Obstreperous Rex Join Date: Jan 2001 Location: San Marcos, TX Posts: 27,366 Images: 513	Yes. Try Jamesburg, New Jersey: Canon Factory Service Attn: XL1 Service 100 Jamesburg Road Jamesburg, NJ 08831 TEL: 732-521-7007 Hope this helps, __________________ CH Search DV Info Net \| 20 years of DVi \| ...Tuesday is Soylent Green Day!

June 8th, 2002, 07:48 AM	#35
Ed Frazier Major Player Join Date: Sep 2001 Location: Las Cruces, NM Posts: 343	Hi Marcus, Glad to hear that Canon has been responsive to your problem. Based on a number of posts on this board as well as my own personal experience with the repair facility, drum assembly replacement seems to be their magic fix for just about any video related problem. My camera was returned so fast, I'm not sure they even had time to do the repair, and it still had the same problem when I got it back. (http://www.dvinfo.net/conf/showthread.php?s=&threadid=1562) At least it didn't have any new ones. __________________ Ed Frazier

June 8th, 2002, 12:34 PM	#36
Peter Koller Regular Crew Join Date: Feb 2002 Location: Brunn am Gebirge, Austria Posts: 161	Having read these posts it seems to me that Canon´s customer support is, well, not so good. And here in Europe it seems even worse, from what I have heard from other users so far is that they´d be happy to have the kind of service that you get in the USA. From my own experience I know that they are very slow and secretive about their products (the fastest email response I got was circa 9 days and the slowest almost 3 weeks, although I have to admit I never called personally, because I prefer email-conversation as this gives them time to answer your problem, or forward it to the right person which is often not possible if you just call in). In short no real help if you are in trouble. Are these just rare cases or is this common? Cheers, __________________ Peter Koller Vienna, Austria http://www.kop11.com

June 8th, 2002, 08:43 PM	#38
Chris Hurd Obstreperous Rex Join Date: Jan 2001 Location: San Marcos, TX Posts: 27,366 Images: 513	One thing I will add to this is at least Canon USA is accessible. Try getting this type of interaction and feedback from Sony in a timely manner... practically impossible. And they suffer from some of the same issues here as well. At least Canon talks to us. __________________ CH Search DV Info Net \| 20 years of DVi \| ...Tuesday is Soylent Green Day!

June 14th, 2002, 06:31 PM	#39
Andreveroli Posts: n/a	Canon Xl1s Manual Service Can somebody inform to me where to acquire the Canon XL1S Manual Service and where to buy spare parts and pieces for this camera? All contribution will be appreciated Veronica

June 7th, 2002, 01:00 AM	#31
Ford Minton Regular Crew Join Date: Apr 2002 Location: San francisco Posts: 54	Chris- This thread spooks me. Are there other Canon service facilities in U.S. that you could recommend other than Irvine?

June 7th, 2002, 07:45 PM	#33
Nick Kerpchar Major Player Join Date: May 2002 Location: Texas Posts: 211	Hearing these tune-up and repair nightmare stories certainly gives one pause when considering a new camcorder purchase. I noticed that at least one vendor on the web offers an extended warranty with some of the camcorders they sell. Has anyone on this forum had any experience with such extended warranties? Chris, do any of your recommended vendors (sponsors) offer extended warranties? Thank you for the input, Nick

June 7th, 2002, 11:01 PM	#34
marcspor Posts: n/a	Irvine update: After all, the problem seems to be resolved. They acknowledged hooking up my PAL XL-1 to NTSC equipment. That gives a bad picture. No need for a new main board. Truly, I am more than happy about that because that saved me quite some money. In a revised estimate they reported a defective video drum - again, unbelievable news to me. To make a long story short: They are going to check it again and - if necessary - they will fix it. What I did not like? 1. Facing big expenses for something I am not responsible for. 2. Having the feeling that they might did not believe me. At any upcoming services I will run a demo of a working camera before I turn it in. I do not want to rate their technical qualification here, who knows what went wrong. At least, I am absolutely satisfied with their service management (Chris Canada) and the flow of communication. He resolved the discussion in a very professional manner. Marcus

June 8th, 2002, 02:19 PM	#37
Greg Matty Regular Crew Join Date: Mar 2002 Location: Kirkland, WA Posts: 177	Peter, My guess is that negative experiences are rare. We all know that satisfied customers tell one person about their experience and unsatisfied ones tell 100. I was not trying to be especially negative since I love my XL-1. I just wanted to point out my experience. Greg M

June 15th, 2002, 06:19 AM	#40
K. Forman Capt. Quirk Join Date: Apr 2002 Location: Middle of the woods in Georgia Posts: 3,596	I would say that Canon would be the place to turn. Try shooting them an e-mail. They might be able to tell you where you can download a service manual. Keith

June 15th, 2002, 04:04 PM	#41
Chris Hurd Obstreperous Rex Join Date: Jan 2001 Location: San Marcos, TX Posts: 27,366 Images: 513	XL1S service manuals are not available to the public, sorry. Some spare parts may be available through Canon service centers. Depends on what you're looking for. __________________ CH Search DV Info Net \| 20 years of DVi \| ...Tuesday is Soylent Green Day!

June 15th, 2002, 05:07 PM	#42
Andreveroli Posts: n/a	Ok Chris Thank very much And the CanonXL1 ( non S ) service manual, is available to the public, or it is not ?? Thanks Veronica

June 16th, 2002, 07:10 AM	#43
Don Palomaki Wrangler Join Date: Sep 2001 Location: Northern VA Posts: 4,487	The XL1 service manual may be available. from Canon. The policy has varied a bit over time. You may have to sign a warranty waiver (if you mess up your camcorder as a result of using the manual - it is your fault). Not much in the manual of use to most camcorder owners/users. It is a very technical document. It is NOT as simple as programming a VCR.

June 16th, 2002, 07:32 AM	#44
K. Forman Capt. Quirk Join Date: Apr 2002 Location: Middle of the woods in Georgia Posts: 3,596	<<<-- Originally posted by Don Palomaki : It is NOT as simple as programming a VCR. -->>> And all around the world, there are VCRs flashing 12:00... Keith

June 16th, 2002, 09:07 AM	#45
Andreveroli Posts: n/a	OK Don, thank you very much. I understand that technical manual is not simple to understand, but is necessary for the hands of a technician who needs to repair some thing. I will ask in Canon to know like acquiring it. Thanks you again Veronica