Canon

Placed an order for a 5DSR and battery pack (not inexpensive) last Monday. My credit card was authorised immediately. And yet four days later (Friday) my order status was still at 'payment review'. It wasn't processed until the Friday afternoon (yesterday).
Now I have to wait another three working days for plodding Australia Post to deliver the goods. All this when Canon promise delivery within 5 working days.
What makes matters worse is that the Canon Customer Service is a global call centre (with poor language skills) that isn't even part of Canon's Australian eStore. The customer service people could not tell me any more than I could read on the order webpage for myself. They were neither informed nor empowered; a waste of my time and Canon's salary money.
My thoughts are that 'payment review' is a euphemism for 'too bad sucker, you'll have to wait because we're all at Bondi Beach enjoying a cold one (beer)'.
The real tragedy is that Canon make great cameras to die for ... but the company will eventually fail due to zero customer care and impoverished customer service. I mean. just look at the review boards; only the sock puppets have anything good to say, I think.

Never buy anything directly from Canon, find another seller like Amazon. I ordered a camera Month ago and not got it yet! They are irresponsible towards their messy service and delayed deliveries!

Ordered some Canon printer photo paper. The order process was very quick and it shipped next day on Black Friday. It only took 2 days to arrive. I'm very happy with the experience.

I recently had an operation that has me extremely limited in what I can do. I thought it would be a good idea to set up an ink subscription for our home based business. Very difficult to do on-line and even when I had to call the CSR. Finally, got everything set up, so I thought. The order arrives and does not work. I opened the other package and it does not work either. I paid an employee to go buy another printer of the same brand, same ink cartridges...the new ink did not work in it either. The ink that came with the new printer works though. So I got on-line to make a claim. Finally after speaking to SIX people I got a person who could authorize new ink cartridges. And to think I did all of this to save me time and energy. WILL NOT EVER DO business with Canon again. I think I am going to return the new printer and buy a whole different brand because of this experience.

Bad customer service, they not understand the importance of timeline, this was my first and last order with that store, thanks to Amazon prime I get the same lens (new) not refurbished and on time.

I own numerous Canon products but this was my first purchase directly from Canon. I purchased a refurbished lens and it is everything I had hoped it would be, in fact I can't tell that it isn't new. My issues with Canon are not in the products but rather in the service. I decided to pay for expedited shipping, something I rarely do, because I wanted to get my lens in time to take on a trip. I also paid for a rear dust cover because my order said that the lens did not come with one. The problem is my lens didn't arrive in 2 days and when it did it came with 2 rear dust covers. I contacted Canon and asked them to refund my shipping and they politely said "sorry for you luck." If there is one thing I hate it is being taken for a sucker and Canon clearly suckered me into an up-sell that they never intended to fulfill. Customer service is polite enough but they send you to the customer service link, not the order link, where it basically says overnight and 2 day shipping is an estimate and does not guarantee that you will receive your product overnight or in 2 days. I would probably buy from Canon direct again, but I won't get suckered into their add-ons such as expedited shipping. I am also left with some doubts as to how customer service will handle any issues I have in the future. If a company clearly and deliberately misleads you and then refuses to refund you a paltry sum, such as for shipping, I have serious doubts that they will stand behind their products when there are serious issues.

The Canon eStore had 50% off all paper sale during December, 2008. I ordered 8 packs of paper in various sizes. As of January 22, 2009, it appears that one pack is on backorder and the entire order is being held. The estimated shipping date is APRIL 21, 2009! That's FOUR MONTHS after the order was placed.

After speaking with customer service, it appears that the order was marked as "ship when complete" rather than "ship when available." 'Bob' in customer service changed it to "ship when available." We'll see what happens.

[Edit 1/27/2009] Bob called me back on 1/22. One of the paper packs I ordered was out of stock and no longer in production. He offered to replace the Photo Paper Pro I originally ordered with Photo Paper Pro II (PPPII). I accepted this resolution.

When my order came today, the replacement pack was a 100-pack of Photo Paper Plus Glossy (PPPG), and the 8x10 paper that came in a multi-pack was in bent packaging. After opening the 8x10 and inspecting the paper, it appeared undamaged.

I called customer service to comment on the the PPPG. They apologized for the error and offered to let me keep the PPPG and said they will send the PPPII at no additional cost.

Long story short, the errors and delays were frustrating. But, customer service appears to have come through and made it right. Based on how this order was handled, I am willing to give Canon's eStore another chance in the future.

Found a great deal on photopaper so I ordered a ton (26pk of 70ct 3x5's, and 13 pks of 20ct 5x7's) Order shipped next day and received 5 days later. Order went very smoothly and I got a ton of photopaper super cheap.

I have purchased from the Canon USA online store twice, and both were horrible experiences. Whoever is in charge should be fired, and replaced with someone competent. You should consider the Canon USA online store as the last resort, and only if they are by far less expensive than alternatives. Do not expect a first rate experience comparable to Amazon or any other first rate online store. With Canon USA, you will be lucky if your order arrives within 10 days of placing the order.

FAIL - Time between order & shipping was over 4 days on one order, 5 days on another, despite the items being in stock. In this day & age, that is shameful. Shipping should always be same day, like B & H Photo, Amazon, Newegg, etc.
FAIL - Order was supposed to have free shipping, yet I was charged for shipping.
FAIL - Canon is touting BenchmarkPortal certification. Everyone knows that BenchmarkPortal is "pay to play" and would certify a corpse if it paid their fee.

Overall, buying from Canon USA was the worst online buying experience I've encountered in years, and I buy about $20k worth of tech gear per year onine, most from Amazon, Newegg or B & H Photo. All of it ships same day, and NONE of it requires a signature to be delivered.

Canon's online store, order fulfillment & shipping, needs to up its game to modern standards.

Overall, a big FAIL for the Canon USA On-line store. If I could give Canon negative stars, I would.

I have tried to purchase 3 lenses 3 separate times with Canon's online retailer and every time it has been a huge ordeal. Between calling my credit card company to let them know of large purchases and then purchasing from the Canon site, and then Canon denying it and NOT sending a follow up email NOTIFYING the customer of saying something like: "Oh, hey, by the way, we know you just purchased this because you're using it to make your living and you have a shoot at the beginning of next week, but, we cancelled the order. You might want to call us and see what's up." So I am left standing 2 days before contracted work with NO lens on the way and the only reason I thought to look was I had a bad dream about it. IF YOU HAVE TO RELY ON YOUR DREAMS TO KNOW WHAT THE STATUS OF YOUR ORDERS ARE WITH AN ONLINE RETAILER, I'd say you need to do business with someone else.

I called Canon, spoke with their customer service representatives, and when I told them of the predicament and asked that IF I replaced the order would they waive the next day shipping and cover it, she asked her manager and said they denied the request, then I requested to speak with the manager, and I asked her, "So I'm trying to make a $900 purchase with your company, and you can't waive a $35 shipping fee for an error I was not notified of from you and if I hadn't looked into it I would have not recognized it until it was too late?" and she said, "No, I don't know why you weren't contacted but technically it wouldn't have gotten to you in time anyway,"

Canon you need to:
-Review your automatic follow ups when people place electronic orders on your site
-Make your online search tool easier within your site; to find "EF 24-70mm f/4L IS USM Refurbished" it isn't the first thing that pulls up, it would help users it things verbatim to show you categorize them would show up.
-If an order is cancelled there should be an IMMEDIATE email to the customer
-Put a little more emphasis on CUSTOMER SATISFACTION as you have lost a customer who would be putting thousands of dollars into your business, because you can't step it up in your customer service department.

I am a cinematographer for my profession, and I depend on easy to work with, excellent customer service because I try to offer the same to my clients.

(Canon buyers beware) Canon refuses to honor warranty 1 year warranty. Purchased this new in sealed packaging for $400.00 printer on-line. Started having a line on each page it printed after about 9 months old. Contacted support and support said no warranty because seller is not authorized Canon seller. Shame on you Canon

I recently attempted to purchase a product this week, I placed the order, received confirmation and went on with my work week. A few days later I received a notification on my phone that a delivery attempt was made but no one was home to sign for it. There was nothing stated that I needed to be home to sign for delivery at the time of the online purchase. No pop up no designated date or time. After work I contacted FedEx to find out where I can go to pick up my package. FedEx states that there will be no hub assigned to pick it up. It will be on the truck again overnight for a second delivery attempt. I state that I am part of the population in America that actually works during the week and am not available in the middle of the day, in the middle of a work week to sign for this item. Where can I pick it up after hours? Oh you can’t pick it up. “The seller has a specific policy and hold on the item that will not allow you to come to our warehouse to pick it up “ Really? I contacted Canon immediately to see what kind of fuckery this was. They stated that if I would not be available to sign for it at home then maybe I should of had it shipped to my place of business” . Now why would I have something I purchase personally on my own time have delivered to my place of employment? What kind of world do we live in where we are asked to keep our personal issues away from the work place, but have our personal items delivered there? Canon you are asshats! Ridiculous customer service, your “ policy “ **** **** and I have yet to be refunded. The item has been received back in your location and you still have not issued my refund. It is time to switch. So here is what I did. I wrote numerous emails, called customer service, and entered into live chat. Nothing was done to ensure my satisfaction as a consumer. I have since purchased a better product from a competitor, at twice the amount and didn’t have to be home to sign for it! I have used Canon for as long as I can remember and I will no longer be a customer because of this experience. Canon you have lost a great customer, loyal customer as well as future business, because what you did not know was this item was to be a test item for a new photography and imaging company that I am starting with 12-15 employees. You never know who your dealing with and for a $1,200 camera you just **** away 100s of 1,000s away per year. Congratulations you **** hats. Your customer service won your competitor 16 new cameras , lenses, batteries and hundreds of dollars in other accessories. Thank you for the fuckery. I love your competitors products

I ordered Canon SX60HS refub in deal for $170 + tax and total came to $187 . They confirmed the order and sent email . My credit card showed a pre Auth for amount. After 3 days the order was in Ready to ship status.
I did not care to check however after 6 days the order was cancelled saying they were not able to process the payment. i contacted customer service and they said they dont have exact information as i'm aware my CC issuer had no problem with payment. i do transactions worth $2000 or less every month online and never faced a problem.
They said i need to talk to different department and they leave at 5PM EST . i ignored as money was refunded.
The offer was back again after month ( Aug 2015) with free SD Card this time. price total was $190 this time. I ordered again .to make sure there is no problem i tried Prepaid card, which did not work , so ii had to use same CC card again.This time ordered was confirmed and again. after that i get shipping info . after 2 days i receive SD card only and no camera. I call customer service and they say camera was cancelled as payment did not go through.I was amazed as they sent me SD card, they said it was because on invoice it was free so it cleared however the camera was not. BOMK aren't they supposed to cancel the whole thing then sending free SD cards.

They say its Third time lucky , i ordered SX50HS for $149.99+tax . made sure everything was good. its been two days and status shows as 'Inventory Fulfilled' and no update or confirmation. I really wish they get this right this time.

My 2 Cents to Canon.
Don't put stuff for sale which you cant deliver.
Send email to customer once you cancel an order
If you are out of inventory,say out of stock and don't blame customers CC company.
Invest in your Customer service representatives,they are the face of your company

I ordered a Pixma Pro 9000 mkII on the customer loyalty program; my old S900 finally gave up the ghost after 7 years of good service and thousands of pix. They had this printer discounted with free overnight shipping; although this was not the absolute best price, it was still very good for a relatively new printer and they also included free shipping for the paper I ordered at the same time. The printer arrived earlier than I expected in good shape and it is producing wonderful pix. I recommend you consider this store, especially if you can qualify for the customer loyalty discount.

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