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-   -   Canon Service Issue (https://www.dvinfo.net/forum/canon-xh-series-hdv-camcorders/135525-canon-service-issue.html)

Ryan Postel October 9th, 2008 12:27 PM

Canon Service Issue
Maybe this is just to vent, but has this happened to anyone else...

I sent in my A1 for a cleaning last week and got it back today. Upon turning it on, all I see are diagonal green and white lines... no image!

So I inspect around the camera and all sorts of little compartments and screw holes are open and exposed... who is OK'ing the work and sending a half-assembled camera back?

I already vented to Canon. And they just said "send it back in". Awesome. I guess, what else can they do?

More time and money wasted.

William Boehm October 9th, 2008 12:47 PM

i had similar issue of poor quality care, but in shipping two years ago with a canon gl1.....had a burnt out pixel, and sent in for repair to the NJ rpr facility. Each time it was sent back to me, there was damage through shipping. i would call them, send it back, they would repair the damage, then send it back unprotected in a cardboard box with plastic packing..not bubble wrapped. this happened three times, with the third shipment back to me totalling the camera...smashed lens, broken mike assembly etc. i had to call customer service in new york to get any action. this soured me on quality control, but customer service did come through with a new GL2.

bothell, wa

David Reynolds October 10th, 2008 07:55 PM

I just got my A1 back overnighted for warranty repair, apparently I blew a fuse during Ike.
It was quick and painless and so far I have had no issues. I hope it remains that way in the future.

Bill Pryor October 11th, 2008 09:57 AM

Are there different service centers in different parts of the country? Sending a camera back unprotected like that would be clearly a violation of any company's normal service procedures.

Mark Scott October 11th, 2008 10:32 AM

Canon service comments...
I was planning on sending my XH A1 in this week for some repairs and cant imagine it traveling in a lightly protected package. Has anyone else had issues with camera coming back in worse shape or being poorly packaged?

Chris Hurd October 11th, 2008 01:58 PM


Originally Posted by Bill Pryor (Post 949639)
Are there different service centers in different parts of the country?

There are two. Full contact info for both at The Watchdog Skinny on the Canon XL1


Originally Posted by Mark Scott (Post 949651)
cant imagine it traveling in a lightly protected package.

Whatever packaging *you* use to send it in, is the same box you get back. In other words, protected packaging is up to you. I always use a shipping case whenever I send anything to Canon Service, and strongly recommend nothing less than that.

Bill Watson October 11th, 2008 02:16 PM


Originally Posted by Chris Hurd (Post 949716)
Whatever packaging *you* use to send it in, is the same box you get back. In other words, protected packaging is up to you.

Hmm, yes, well that's what I'd been thinking. I used to work for Sony consumer service and that's pretty much how it worked.

I also worked in consumer electronics retail for years and always advised my customers to keep their original packaging, regardless of how inconvenient it was, in case the unit had to be sent back for warranty repair.

I do that with all the gear I buy... microwave, tv, computer etc. All the shipping boxes are up in the rafters in my garage.

Chris Hurd October 11th, 2008 02:50 PM

All Canon XH series camcorder owners in the U.S. should immediately join the XL / XH owner's club (link found in the right column of any XL or XH product page on Canon USA's web site; see Professional Camcorders - High Definition Camcorders and Lenses - Standard Definition Camcorders - Software - High Definition Camcorder - XH A1 - Canon USA Consumer Products

Among the benefits:

3. An annual discount on maintenance check, clean, and adjustments to factory specifications.

4. A loaner camcorder may be provided for repairs at the Factory Service Centers that exceed 5 business days (from Canon's receipt for warranty products and 5 business days or less from time of approval for out of warranty repairs). (Subject to availability, excludes Alaska and Hawaii)

I believe they also provide shipping cartons as well. If you need one, contact them and they'll send one to you for shipping your camera (hopefully this hasn't changed since I first heard of it).

Okay, I found it:


7. Free shipping containers to send your XL or XH Series body and up to two lenses for repair is available upon request to the XL/XH Series Owner's Club Hot Line. Members are responsible for all shipping charges to the Factory Service Center.

Hmm, they really need to proofread their copy for grammatical errors, but at least their shipping charges are no different from any other camera manufacturer -- they split the cost with you. You pay to get it there; they pay for the return shipping back to you. Hope this helps,

David Reynolds October 13th, 2008 12:49 AM

I sent mine to the NJ center, in my original box Fedex Ground.
They repaired and cleaned, bagged my tape etc and sent back to me FedEx Overnight.
The Whole process was a little over a week including the weekend and my shipping to them.
The NJ is a bit farther than the California Center to me, but at a place I use to work we always sent to New Jersey, so i was comfortable with that.
Also they pay for shipping back to you, when under warranty.

Ryan Postel October 13th, 2008 10:05 AM

I sent mine to the NJ Repair Center.

The box that I shipped it in was definitely NOT the box I received it back in. It was roughly half the size and less than half the packaging support.

I am a part of the XL/XH Club and they quoted me on a $95 price for the cleaning/maintenance, two days later they emailed me a bill for $240. I told them repeatedly I was a part of the club, and it was even reflected in the bill, and yet it took 3 calls for them to realize their error in the price. Not like its incredibly expensive, but I have to get approval on my company for all spending and the leeway definitely does not go for more than double the cost.

I am just hoping it comes back in working condition.

Disappointing experience overall.

William Boehm October 14th, 2008 12:06 PM

in response to chris hurd's comment that canon ships back what you send them is not true in my experience....my carefully packaging the gl1 in not only bubble wrap, but also the large plastic air bags in an oversized box was not returned in the same box, but a different, undersized box. It was inadequately wrapped each time, to the point where it had to go to customer service. This again was the NJ canon repair center, and not the California center about 1.5 years ago. i am sure there shipping guy was retrained.

and i am a member of the owners club, which did help in refereeing the repair facility and my frustration. i am happy there have been changes since early 2007
bill, bothell, wa
canon hv20, xha1

Ryan Postel October 24th, 2008 07:56 AM

William, not sure if there have necessarily been changes at the Repair center.

Just received my camera back for the second time, again in a different box. Again with terribly low amounts of packaging material. Looks like my mic is damaged. Looks like someone else needs to be retrained...

Mark Scott October 26th, 2008 10:43 PM

I got mine back in a different box, well protected in bubble wrap. I am very happy with the turn around time, as well as the repair.

John Ray October 31st, 2008 08:44 AM

I received my XHA1 back from service Wednesday..no issues..everything intact..they did remove all of my presets.but i had backups..other than no problems yet. i'llbe sending the other one in soon.

Terry Lyons November 4th, 2008 08:14 PM

owners club unavailable
Is the xl, xh owners club still availiable, I tried to go there but it sain unable to register? any thoughts?

Shahryar Rizvi November 5th, 2008 04:59 PM

we had a fire at my house on oct 16 and it was a pretty big fire which sent heat and smoke all over the house. My canon xh-a1 was upstairs out in the open with the lens cap off (but the UV lens on). It got dirty from all the smoke and though i hadn't tried recording yet, i did try to playback some minidv tapes and at first it was playing them, then it stopped.

This is the same thing which happened to my other camcorder a sony HC1 (much closer to the fire on the main level, but in a camera bag so it's not dirty at least). I recorded some footbage with my hc1 after the fire and went to playback and the camera didn't recognize there was a anything on the tape. I took the tape out and put in my xh-a1 and (when the xh-a1 was playing back tapes at first) saw that there was indeed footage recorded to it. However, sony said they would charge 511 just to look at the hc1 so my insurance said forget it (they are the onescovering cleaning/repair bills).

Anyways, i sent my xh-a1 to canon last week and they said they wouldn't charge just to look so let's see what happens. Hope to have positive feedback on this experience.

Phil Murray February 13th, 2009 07:26 AM


How long did it take to get your XH-a1 back from Canon?

Mine has been with them for over 5 weeks (tape transport problems) and I can't get a response (after a week of trying) to find out when it will be repaired and returned.


Shahryar Rizvi February 13th, 2009 11:19 PM


Originally Posted by Phil Murray (Post 1011377)

How long did it take to get your XH-a1 back from Canon?

Mine has been with them for over 5 weeks (tape transport problems) and I can't get a response (after a week of trying) to find out when it will be repaired and returned.


Phil, I want to say say within a week or two weeks. It was pretty fast and I was really happy because they shipped back on their own. They had deemed the camera Beyond Economic Repair so I claimed it with insurance.

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