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SportsShooter.com: Member Message Board

How many times does it take to get my gear working?
Bob Markey, Photographer
Royal Palm Beach | FL | USA | Posted: 12:44 PM on 03.05.15
->> I think I'm done, folks. A Canon user and customer since the 1990s (film bodies, then 10D, then 1D, 1D Mark IIn, 1D Mark III, etc.), I can't handle Canon any more.

I am tired of a brand new 70-200 2.8 lens that won't accurately focus after three times with Canon service; of a 1D Mark III camera body that has been at CPS three times for the same servo focus issue and has not been fixed. (Each time, they find something different allegedly wrong.)

I am tired of my CPS representative promising me a loaner for a for this weekend, then going on vacation and not telling anyone (as promised) that I should receive the loaner. I am tired of being on the phone for more than an hour with five different people, only to be told I would not receive the loaner (because of my silver CPS status) and that my CPS representative cannot (more likely will not) be reached and doesn't even have a cell phone.

I am going to get my gear fixed, no matter how many tries it takes, and sell all of it and look into starting over with Nikon or maybe even Sony. For my blood pressure.
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Bryan Woolston, Photographer
Philadelphia | Pa | USA | Posted: 2:50 PM on 03.05.15
->> Bob,

Without discussing the merits of either camera, because each are great and both have faults, Nikon Pro Services is Spot on every time I have needed them. 2 pro bodies and a few lenses gets the full time working photog in "the club" for free. Loaners arrive fast, and without question. NPS members get priority service for repairs and I have had excellent results with that end as well. No need to worry about "silver status"... NPS is great.

*individual results may vary.....
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Bob Markey, Photographer
Royal Palm Beach | FL | USA | Posted: 3:22 PM on 03.05.15
->> I am just venting. When the CPS rep says something is going to happen and then goes on vacation without telling anyone what he promised ... Ugh.
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Jim Karczewski, Photographer, Assistant
Hammond | IN | USA | Posted: 3:57 PM on 03.05.15
->> I've heard horror stories about both. Friend shipped his 70-200 to NPS and they lost it internally, then it took them 2+ weeks to repair it.

CPS Same thing, I sent a 1Dx in for repair, they sent me a loaner that sat on the table because mine came back the same day (they didn't know it shipped!) and when it got back to them they claimed I broke the grip because there was a crack. I told them I had photos of both cameras (Dos Equis, I was having fun) and they said wouldn't matter because it was inside the vertical grip and not visible from the outside. So how they hell do I know it didn't come like that?
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Jesse Beals, Photographer
Tracyton | WA | USA | Posted: 11:16 PM on 03.05.15
->> I feel your pain, I have sent a Mark 4, (2) 70-200 lens one a version (1) and (1) a version (2) in because of back focusing issues. Were going one three times in a month sent in and hoping after getting the Mark 4 back today its finally fixed once and for all. Tested it tonight and will be editing the game to see how the camera worked per quarter on a different 70-200 model lens.
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Chuck Liddy, Photographer, Photo Editor
PLANET | EARTH | | Posted: 11:55 PM on 03.05.15
->> I don't know. I have a friend who sent in a D4 for focusing problems. Got it back...two weeks later same problem. I think they all suck.
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Richard Uhlhorn, Photographer
Chelan Falls | WA | USA | Posted: 1:05 AM on 03.06.15
->> A lot of pros heading over to Sony. I have.
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Chuck Steenburgh, Photographer
Lexington | VA | USA | Posted: 6:36 AM on 03.06.15
->> Sony makes some great gear (I've half-switched) but their computer service, anyway, sucks, and they can't write a decent user manual for their cameras. I'm with Chuck - they all suck.
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Mike Janes, Photographer
Attica | NY | USA | Posted: 8:19 AM on 03.06.15
->> When shooting Canon had the same problem you're having with a few pieces of gear that had to go in 5-6x each before finally coming back fixed, knew at least four others who were having the same exact issues as well. Made the switch hoping things were better on the other side, however can't say I'm overwhelmed with the performance of NPS either - the infamous "impact damage" quote when somethings never been dropped or banged around, given wrong date of return several times, and of course same issue of a lens coming back with the same problem it went in for. Gets frustrating to say the least!
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Richard Uhlhorn, Photographer
Chelan Falls | WA | USA | Posted: 1:32 PM on 03.06.15
->> Chuck, I agree about the user's manuals. I keep waiting for private writer/photographers to come out with their books on the system.
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Mike Carlson, Photographer
Bayonet Point | FL | USA | Posted: 3:41 PM on 03.06.15
->> I'm not sure who you've been dealing with as rep, but Chuckie L has been nothing short of spectacular in terms of customer service for a group of us professionals in the Orlando/Tampa area. I know that he has always returned my calls or emails within 24 hours in worst case, and has assisted with loaners while working out of town (remember, reps have to travel for events, so it may not always be vacation). I have had a few issues with communication from CPS at the VA facility not informing me of significant equipment delays on Platinum repairs, but in terms of a local rep I couldn't ask for a better person who has been where we are and knows what we need (I first met him when he still worked as a pro shooter, so he knows the demands first hand).
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Jason Zindroski, Photographer, Assistant
Laguna Niguel | CA | USA | Posted: 2:50 AM on 03.07.15
->> I had to send in my 70-200mm into Canon a few times after getting it back from an initial repair. After getting the IS and USM brains changed out it came back with focus issues and each time I got it back same issue.

After the third time getting it back I contacted the CPS rep at the CA location directly and he was great to work with. Had me send it into him personally first to look at it, and after it came back again with the same problem he put in a request to have the unit replaced. And this is on an 8 year old lens.
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Kevin Krows, Photographer
Forsyth | IL | USA | Posted: 5:24 PM on 03.07.15
->> Most of the time, CPS has done a great job for me. However, I have certainly had several multiple round trips where things were not fixed. Each time, CPS has sent overnight labels to me and there have never been additional charges. In 10 years, they have replaced two camera bodies (Mark III's). I also recall a 2.8L 70-200IS that made 3 round trips with the service manager being the last to touch it. It worked perfect after he did his magic.

One thing I have done that has helped is to keep images from a shoot on the cards so the technician can download and review them. Sometimes it makes it easier for them to see exactly what problems you are having. I also send the lens (lenses) I was using with the camera.

All things considered, I'm pretty happy with CPS. I've also had to take my car back because something was missed, the guys installed my gas fireplace incorrectly and have been back several times, and my local appliance center has been out 4 times to fix a brand new dishwasher I purchased from them.
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Jason Zindroski, Photographer, Assistant
Laguna Niguel | CA | USA | Posted: 12:12 AM on 03.26.15
->> Just a quick follow up, Canon ended up replacing my 70-200mm f2.8L IS V1 with a refurbished V2. Can't complain at all with the service and how they made things right.
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Kevin Krows, Photographer
Forsyth | IL | USA | Posted: 11:59 AM on 03.26.15
->> Sooooo ... Mr. Markey

Any updates on your situation? Are you taking your blood pressure meds or has Canon stepped to the plate and restored your faith in them??
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Bob Markey, Photographer
Royal Palm Beach | FL | USA | Posted: 3:50 PM on 03.31.15
->> UPDATE: Canon's customer service (never heard back from my CPS rep, ad I am sure he heard all about my situation when he got back from vacation) agreed to replace my 70-200 2.8L with a refurbished, IS version. I gladly accepted and the next day I received a 70-200 2.8L non-IS version. When customer service called to ask if I had received it, they explained that they misstated what they were sending me. So, no problem there. I got what I had.

However, I did spend almost $400 to have that under-warranty lens repaired and that money is gone.

As for the 1D Mark III, which looks like new and had low actuations, I shot a couple of thousand images at a marathon last weekend and although many are in focus, probably half are still just out of focus or soft. A few are completely OOF.

Maybe it's me? But I have been shooting 1D bodies since 2001 and never had this issue before.

This time, I was told one of the AF sensors was out of alignment. They didn't see that the previous three times the camera was sent in for the same issue?

I am not sure what to do now. Very frustrated.

As for the 1D Mark III, Canon offered to take that body and sell me a 1DX for $3,100-plus or $3,800-plus (refurbished or new); a 5D Mark III for $1,600-plus; or a 7D Mark II for $1,100-plus. When I did the math on what I could sell my like-new-looking, low-actuations, fully repaired (hopefully) 1D Mark III for, I would be better off having the 1D repaired, selling it and buying what I want at discount retail.

Canon wasn't really offering a deal at all. I explained that to the rep, but that was all I was offered.
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Thread Title: How many times does it take to get my gear working?
Thread Started By: Bob Markey
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