Just called Canon, sending my new 5DII for service - pixel issue in video mode

my new 5dII has nasty white dot in visible in video mode, to my understanding it has to be whole cluster since there is no such thing as a single white pixel.

I can locate it in pictures but is hardly visible there and doesn't bother me there at all.

Problem is that is completely ruining the video. on my 46" TV I can see it from 20 feet away is so visible that with a black background I can even spot it on the camera 3" LCD I tried the manual cleaning/pixel mapping trick with the lens cap on but it seems to have no effect in the video mode...

The rep. from Canon asked me for name, phone # and email. He gave me an address in NJ to send the body to...(body alone insured with tracking) hi said my phone# is my case ID is that right? I was surprised that he didn't ask me for the cameras serial # at all... and I didn't even had a chance to register it yet (I was thinking about sending it to the place I purchased it from but it is a very small online company and the cameras are sold out plus is not their fault in any way)

I never had to send anything out for service any advice on that?
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link below for anyone who want to check it and no the lady is not wearing a nose ring it is the darn pixel

I've had to send my vertical grip to NJ about a year ago or so. No problems out of them and I had it back in about 7 to 10 days. Now, the turn around will depend on holidays, and how busy they are...

I'm surprised they didn't ask you for your serial number...either way...YOU need to write it down and make sure you get your's back.

Good Luck.

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Jason

Over the last couple of years, I have had to use Canon's Service (specifically the NJ location) and I have always been pleased with the speed and quality of service.

Had an issue with a 1DMkIII (besides the imfamous AF issue) - FEL kept triggering randomly and had to send it. They even called me when they had it on the bench to make sure the could try and recreate it acurately. I was impressed. Replaced a switch and also suggested I keep the vertical controls off as it was possible my hand was triggering it on the secondary controls. Never had a problem after.

Also had several flash units, an XTi in permanent Error 99, and focusing problem on a lens sent, all fixed quickly and either under warranty or for a fair price.

no text

My first thought as well

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Rickard Hansson
Sweden

I would like to see a sample in good light... or a sample taken 2 seconds on.

it only shows badly in video mode especially indoors. the previous photo was a shot of my TV displaying a video. IF I put the lens cap on while in video mode I can see it on the camera's lcd

below is a regular photo, it shows there but is much smaller and unlike in video it is not a big problem
( I will try to post video sample soon)

here is a very short clip - 100 frames 17mb please right click to save.
http://littlefunky.com/temp/MVI_0101.MOV

So I send it overnight, it is a week since canon received the camera and still no word other than "Status: Accepted"

I could send it for exchange to the place I bought it from (softstream.biz) but they where sold out by the time I found the problem. Now they have them back in stock offering exchange but I can't do anything because my camera is stuck at Canon.

I hope that chose the right path and will not regret sending the camera to canon.
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Wes
http://www.wieslaw.poplawski.com

Last week, Canon Service was closed on Thurs. & Fri. due to the New Year's holiday. They are very good about trying to keep to the 10 business days.

My 5DMkII's been with Canon since Dec. 19th but with Christmas & New Year's, it's only been 8 business days for me.

If you call the service center directly (#'s on the confirmation letter) during working hours, they can call the actual repair team and get more detailed status.

Mine is "waiting on sensor assembly" to come in, although the web status is just the same as yours.

The web site and the people if you call them are quite uninformative. I sent my 1D III in to them (same deal...didn't take the serial number, just told me to send it in with a note).

It worked out fine, but I thought the whole system was quite poor given the value of the item. I was almost sick I sent my camera to them for about 2 weeks, but they did fix it and clean it. They also priority overnighted it back.

wes35 said:

So I send it overnight, it is a week since canon received the camera
and still no word other than "Status: Accepted"
I could send it for exchange to the place I bought it from
(softstream.biz) but they where sold out by the time I found the
problem. Now they have them back in stock offering exchange but I
can't do anything because my camera is stuck at Canon.

I hope that chose the right path and will not regret sending the
camera to canon.
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Wes
http://www.wieslaw.poplawski.com

Click to expand...

haha, yeah i thought it was a joke post

but I confess that I paused the video in in this spot just to show the worst the pixel can do to the footage.

I will try to post the actual clip later , but again since I was able to see the pixel in the live view on the camera I was intentionally moving the camera to get the pixel to "dance" all over her face...

I will also post here when it will get it solved. There are to many threads from people having problem asking questions getting answers but not replaying afterwords.

My overall experience with the place I bought it from was also very good (regardless Canon's poor quality control, can't blame the store for that) they even offer to cover shipping both ways (too bad my camera is already at Canon and cost me $60 for overnight) so I just posted positive review for them on resellerratings.com

BTW... Even when the gas prices plunged UPS is still charging hefty fuel surcharge on all shipments. I bet that for a large corporation like them it adds up to hundreds of millions of $ so they will not let it go so easily especially when others in the business are doing the same thing, it looks like one day we may see a class action lawsuit about that.
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http://www.wieslaw.poplawski.com

Completed...
"(Unit will be delivered to you within approximately 4 business days)"

No idea if they did pixel remapping or sensor replacement. I just hope that it will get shipped out before Monday...

btw

The cameras are back in stock at the store I got mine from: http://www.softstream.biz

their price on Nikon D700 is better than anything I seen before, to bad they don't sell any lenses...
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below is another video sample showing the problem (after I compressed it with vlc it doesn't show as bad as in original video)
http://www.littlefunky.com/temp/testtransVIAvlc.mp4

Would be interesting to know how the camera is after you get it back...please keep us posted...

Slainte(cheers)

I have the same problem with my videos.

Canon told me to send it in to NJ as well,
I haven't gotten around to it yet.
I wanted to use it over the holidays,
Please keep us informed how you make out,
Thanks!

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Don

I wonder if it will have a the new 1.07 firmware already, I will keep you guys informed about the whole experience.

wes
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How did you make contact with these people? Did you have to do it through the store you bought it from?

I have exactly the same issue on video. I used to be able to see it on stills too but I cannot now. I don't know if it was the new firmware that now masks it. It's still very visible on video though.

I am in the UK but I guess the procedure for returning stuff is the same. I have never returned anything to Canon before.

The online store (softstream.biz) was offering exchange but didn't have any cameras at the moment, so I just called the Canon USA tool free number, they told me to ship it to Canon service center in NJ.

I'm not sure what is the procedure in UK but probably the same, just remember to insure the package to the full retail value of the camera.

the number in UK should be

00 800 22666 767
or
0844 369 0100

Below is a link which may help you :
http://www.canon.co.uk/Support/Consumer_Products/services_locator/index.aspx

wes

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Thank you very much. I will phone them on Monday. My only worry is the original store receipt is not in my name as I bought it unopened from someone who pre-ordered it. Surely a 12 month warranty is a 12 month warranty regardless of who bought it where.