X-Waterproof
Imported Account
Jun 1, 2001, 11:58 AM
Post #3 of 4
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Re: what can i do will CANON GL-1 (no warrenty)
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What exactly did you expect? Your response is fairly astonishing. Where is your proof that the camera malfunctioned before being struck by a wave? Should Canon just take your word for it? Why? I sure wouldn't if I were them, or any other company.
It never ceases to amaze me that people feel they are entitled to special treatment. Think about it from their point of view: A camera comes in severely corroded, and the customer admits to using it out in the saltwater (did you ever consider using a protective housing or rain-slicker?), and wants the camera replaced. That's pretty ballsy, to say the least. To then get upset by it, is just irresponsible on your part.
Protective housings are available, and for good reason. You can buy any number of third-party protective "rain slicker" style covers, I have one that covers every square inch in two layers of water-proof material. How STUPID were to take your camera into those conditions without protection? The fact that the camera lasted as long as it did is a wonderful testament to Canon craftsmanship.
Grow up.
: Mr. Yoroku Adachi
: President
: Canon Canada Inc.
: 6390 Dixie Road
: Mississauga, Ontario L5T 1P7
: Dear Mr. Adachi:
: IÕm writing to you because I have been a satisfied Canon customer for many years,
: yet a situation has recently arisen in regard to my dealings with the Canon warranty department that I feel you should be informed about and in which you may be able to personally intervene in the interests of both myself and Canon Canada. I am hoping that you may see fit to facilitate a satisfactory resolution to an unfortunate misunderstanding between myself and the warranty department.
: For the past seven years, I have used Canon digital camcorders, most recently the Canon GL-1, in order to film mountainbike races, rock climbing, hiking expeditions, and a variety of other outdoor and mountaineering activities in which I am involved. For the past year, IÕve been producing and marketing corporate videos, relying on my Canon equipment to deliver the professional results that I require. I was recently filming in British ColumbiaÕs Pacific Rim Park on the west coast of Vancouver Island with my Canon GL-1, which I purchased eight months ago. At the time of purchase,
: I acquired an extended warranty, which I usually do when I buy new equipment. On the afternoon of August 19, 2000, I experienced a problem with my GL-1Ñit would only power up intermittently, a malfunction that forced me to discontinue filming.
: Two days later, knowing that I needed to obtain certain footage and hoping that the GL-1 might still be operable, I tried filming again. Unfortunately, the intermittent power up problem persisted. However, needing a shot that required me to stand knee-deep in the water at Long Beach, I waded out about ten feet and prepared to film. The camera operated normally for about fifteen minutes and then suddenly failed. While trying to restart the GL-1, I was struck by an incoming wave which splashed a small amount of water against the camcorderÑprobably not more than a tablespoon. After drying off the GL-1, I realized that it still wasnÕt working, so I did no further filming with it. Upon my return to Vancouver, I sent the camcorder to the Canon warranty department in Mississauga with a description of the technical problem that I had encountered.
: About three weeks later, I received a form letter advising me that the interior of the camcorder was corroded and that my warranty would not be honored. I was astonished, since I cannot believe that the water that splashed against the GL-1 caused the corrosion or was the reason for the camcorderÕs malfunctioning, especially since I had problems with it prior to it being splashed. I have taken other Canon camcorders on trips into the mountains, often using them under inclement conditions and theyÕve always functioned perfectly. One expects durability in a camcorder, since shooting conditions arenÕt always optimal. The warranty department insists that the corrosion must have been caused by the water, yet I dispute that analysis, since the camera was already malfunctioning when I was using it in Pacific Rim Park.
: Reflecting upon the situation, I believe that I inadvertently purchased a defective GL-1 that wasnÕt properly sealed or had a hairline crack in the housing. Over the eight months that I owned the camera, moisture must have gradually seeped into it over the course of normal use. This would account for the corrosion, since I do not believe the interior could have been damaged to the extent reported by the warranty department in the time between the use of my camera in Pacific Rim Park and my sending it to the warranty department. The various individuals to whom I spoke in the department, including the supervisor, were extremely unsympathetic when I explained what had happened, informing me in peremptory terms that my warranty would not be honoredÑdiscussion closed. Their attitude was insulting, to say the least. I am a long-time Canon user and was expressing a legitimate concern about a faulty productÑI expect to be treated with a minimum of respect. My subsequent telephone calls to the department have been ignored, with the result that I no longer own a working GL-1 camcorder and am out of pocket $3,800, plus the cost of the extended warranty.
: IÕve been doing a "slow burn" since my last conversation with the warranty department. I know that I did not abuse or otherwise mishandle the GL-1ÑI have always been extremely careful with equipment. I believe that my warranty should be honored, since I did nothing to the camera to damage it or otherwise cause it to malfunction. Simply put, I would like to have my GL-1 replaced by Canon. This is not an unreasonable request, given the circumstances that I have described above.
: I would prefer not to publicize this incident, although I have numerous friends in the mountaineering and documentary film community who have expressed sympathy for my plight and who are only too willing to take my case to the public through their various connections in the media as well as through various web sites and newsgroups. I would prefer not to have to resort to this or any other such drastic action to attain the satisfaction that I believe I deserve. IÕd also like to make the point that the attitude and response of the warranty department in this particular situation did nothing to enhance the reputation of the Canon organization. I hope for CanonÕs sake that other customers have not been similarly treated.
: I would be grateful if Canon Canada would see fit to honor my warranty and to live up to the corporate principles that it publicly espouses in its dealings with its customers, since I value the relationship that I have had with Canon in the past and would like to be able to continue that relationship into the future.
: Yours respectfully,
:
: (no warrenty and told me we will sell u dv cam for $3100 can.)
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