This is what makes a company great: Willingness to admit fault, rectify it and all the while with great attitude and efficiency.
As previously posted, my camcorder unit was sent to Canon on June 17th. Four days later, on 21st, Canon sent an email acknowledging their receipt of my camcorder:
From: cafactoryservice@cusa.canon.com
To: shun.chu@*****.com
Date: Jun 21, 2005 12:13 PM
Subject: REPAIR ACKNOWLEDGMENT — LG092630
CANON U.S.A., INC.
Factory Service Center
15955 Alton Parkway
Irvine, CA 92618
TEL: 949-753-4200
FAX: 949-753-4239Order Number: LG092630
Date: 6/21/2005To Our Valued Customer:
We have received your equipment for evaluation and repair, as detailed below. Based on our initial examination, we will start the necessary repairs at no charge to you.
You can expect the repair to be completed and returned back to you within approximately 10 business days* from the date shown above. There is no need to respond to this notice.
Please note that in the unlikely event that any additional internal damage is found due to liquid/water, sand, corrosion, battery leakage or impact (such as dropping the unit), a revised estimate will be sent for your authorization, since these conditions are specifically excluded from warranty coverage.
Thank you for purchasing Canon products and for allowing us the opportunity to serve you.
Best Regards,
CANON U.S.A., INC.
Factory Service Center*Actual times may vary. Seasonal volume or repairs requiring special parts may add more time.
Examination / Request Details
No image in Camera mode. Check all function to good working order.
*NO CHARGE THIS TIME AS COURTESY.Service / Work Type
No Charge, RepairEquipment Received
ZR70MCSerial #
152703840***P.O. #
Accessories Received
lens cap/strap/Canon ON-LINE REPAIR TRACKING
NEED TO KNOW THE STATUS OF YOUR REPAIR?
VISIT OUR WEBSITE
IT’S QUICK & EASY — JUST START CLICKING
www.usa.canon.com/repair
Today, June 27th, 10 days after I initially sent the unit in, I finally received my unit back from Canon via FedEx. And it works just fine.
What’s unique about my camcorder was, when I called Canon, its warranty already expired. Recognizing my description of the problem was common (I am guessing), Canon offered to repair the problem free of charge. How nice of them.
I only have had to deal with Apple on my PowerBook last year. Apple’s turn around was much quicker (three days). But then again, I paid good money for Apple Care to get that kind of service.
Despite my belief that most big multinational corporates and their executives are soulless pricks (though one doesn’t need to be in that position to be so), they do get some things right sometimes. But I don’t believe those actions are due to serve their good conscience. Most of them do it out of fear of more costly consequences of inaction (both in publicity and finance).
Anyway, thank you Canon. You are now on my no-so-stupid good company list.