poor customer service

[C2001]

I have a canon sd850 camera. I wanted to use it scuba diving because it has an underwater feature. SO I bought the canon housing thinking if i bought the Canon housing then there would not be a problem operating the camera in the housing and that there would be no problems so long as i sealed it properly. I checked the camera to make sure it was working properly. Then i put it in the underwater case. I decided try it out snorkeling. so i went snorkeling and swam down to no deeper then 15 feet because i can't hold my breath for long. When i got out of the water i dried the case off and opened it. I noticed immediately that the menu button had been pressed up into the camera body. The camera no longer works. I called canon and they told me to send it in. I told them that the housing seems to be the problem and they told me to just send in the camera. I told them the housing is the problem and i should send in the housing with the camera. They told me that they just wanted the camera and nothing else. I sent it in. Now they are telling me i have to pay for the repair because they think i broke it. I talked to the rep on the phone and told him it was the housing. He now tells me to send in the housing. So i did. If i had broken the camera I would not have even bothered sending the camera in. I would have bought another camera from a different manufacture. Canon's customer service is poor and i would advise that you do buy there housing for your cameras from them and better yet just buy everything from the camera to accessories from a different manufacture. I is very disappointing how bad canon's customer service has gotten. I have been a customer for over 30 years and my family for over 50. I have recommend canon cameras to numerous people in my hiking group and many of them have bought them. I will no longer be telling people to buy their products.

 

[bvanant]

Several questions come to mind. Where did you buy the camera and where did you buy the housing and which housing did you actually get. Playing with the sd850 and the sd850 housing it doesn't appear that there is any simple way for the housing button to push the menu button very far into the body, unless the housing button was totally broken and then it would have leaked. In any case, what would you have done if you were Canon?
If you can show that the housing was somehow broken and the menu button on the housing could push the menu button on the camera too far, then I think Canon owes you both a camera and a new housing. But lacking that, it is difficult to understand what you expect them to do.
Bill

 

[Hetland]

All my Canon gear from point and shoot to dslr works flawlessly, including their housings. I hardly think your one experience reaches the level of writing an entire company off, especially since we don't even know the final outcome of the process.

 

[C2001]

I bought the housing directly from Canon. They have now determined that the housing was the case and they are going to fix the camera like they should have since there product caused the damage in the first place.

 

[khsjsilver]

I have found that the quality of Canon customer service varies greatly based upon the customer service rep that you are dealing with. I have been diving with Canon cameras and Canon cases for many years. When I have had problems, I almost always have to call Canon several times until I get a knowledgeble rep who can help me properly. Once I get to the right rep, Canon has always been very helpfull.