Being surprised by customer service.

I know that I primarily run this blog to showcase my photography and this post is really no different. However, where it is going to differ is in the content.  During the weekend of October 17th, Ruth and I had the opportunity to travel to Rome Georgia to attend the Wings Over North Georgia airshow.  I have attended this event for the last three years and was really looking forward to taking photos while there.  Early Friday morning we headed to the airfield to take some sunrise photos over the static display of aircraft. Unfortunately, the weather didn’t cooperate so we ran and had a quick breakfast and returned when the fog lifted.


During this time I was using my trusty Canon 7D and my even more trusty Canon 24-105L to take the ramp shots. During one shot, the lens on the camera threw an error code and quit working. I suspected it was because of the high humidity and took the lens off and cleaned it to no avail.  My primary walking around lens was DRT!  (DRT – Dead Right There)  Well, just dang!




So, after much weeping and gnashing of teeth, I mounted my Sigma 50-150 and continued on with the day (albeit a bit farther back from the subjects I was shooting). While shooting the airshow proper, one of the many photographers I had contact with mentioned that I probably qualified for the Canon Professional Services (CPS) because of the gear I owned and should look into that when I returned home.



This is where the great customer service comes in. On Monday, I went to the web site and followed the on screen prompts and was able to join at a Gold level. As it takes 7-10 days to receive the membership package and I already had a dead lens, I contacted them through the web live chat feature and they walked me through how to send this to their service center. This was all done on Monday and on Wednesday they had received my lens.  Today I get notified that the repair is complete and the lens is being shipped over night!  This is better than expected service and the lens will be back in my hands less than a week after I sent it in.  WOW.


This is even more exciting to me as I have a couple of other shoots coming up that require this lens.  Having to be without it for even a little while was going to cause me to have to rent a replacement and now I don’t have to!


Well done Canon, Well done!

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