Service time for (higher end) camera and gear

Hello,

I sent my Canon RF 100 F2,8L Macro IS USM lens for service d.t focus issues. I was promised "max 14 days" service turnaround, but it's now 3 weeks and the lens is still at the service facility in another country.
This lens is probably OK after all, since I later found out that my Canon EOS R5 had serious focus issues and therefore were sent in as well.
"1-2 weeks service, tops", was promised. Now that one has been away for a week, and not much feedback from Canon service center, locally.
When one sends in semiprofessional equipment, costing north of €5.000,- shouldn't one expect a bit zappier service time?

Anyone having experience with service times on equipment. Not necesserily Canon specific, but general service time for (higher end) gear?

Hmm, seems that some moderator hid this one into the SLR lens talk. I don't feel it fits here, as it doesn't concern any of my EF gear. Noone has answered (4 hours) and I undestand it was probably an inappropriate question. Hence, I tried to delete the post, but not allowd.

Any moderator, please feel free to remove this post/thread altogether.

Canon Canada rebuilt my 5DSR within two weeks.  Awesome service!

CameraCarl wrote:

Where do you live? And where did they send your camera gear?

I live in Latvia and they send RF gear to Sweden.
All my R gear were bought from Canon Professional Service Center in Riga/Latvia and handed in there when I noticed failure.

Well it might be even much longer (not to stress you).

Just the logistics Latvia - Sweden, count one week per one direction. Then the service may get to your lens in one week. Finds out a defective part, not in stock, order to Canon. Part delivery time anywhere between 1-8 weeks (could be). Then another week to make the repair. And 3 months are gone as a lightning strike. And the value of an item being serviced has no impact on that. The more rare the lens is, the longer it might take.

If you fit a good scenario, you could have your lens in less than two weeks. If not, than....

Fingers crossed.

Canon_Guy wrote:

Well it might be even much longer (not to stress you).

Just the logistics Latvia - Sweden, count one week per one direction. Then the service may get to your lens in one week. Finds out a defective part, not in stock, order to Canon. Part delivery time anywhere between 1-8 weeks (could be). Then another week to make the repair. And 3 months are gone as a lightning strike. And the value of an item being serviced has no impact on that. The more rare the lens is, the longer it might take.

If you fit a good scenario, you could have your lens in less than two weeks. If not, than....

Fingers crossed.

Yes, that's my "fear" as well. I remember when I handed in my Garmin GPS unit "2-3 weeks, tops" from the service. Well it took 6 months..

But a week logistics to Sweden? No, doubt that. Takes shorter to obtain goods from New Zeeland. Latvia is just across the fjord to Sweden, 16 hours by ferry.

Bikeridr wrote:

Canon_Guy wrote:

Well it might be even much longer (not to stress you).

Just the logistics Latvia - Sweden, count one week per one direction. Then the service may get to your lens in one week. Finds out a defective part, not in stock, order to Canon. Part delivery time anywhere between 1-8 weeks (could be). Then another week to make the repair. And 3 months are gone as a lightning strike. And the value of an item being serviced has no impact on that. The more rare the lens is, the longer it might take.

If you fit a good scenario, you could have your lens in less than two weeks. If not, than....

Fingers crossed.

Yes, that's my "fear" as well. I remember when I handed in my Garmin GPS unit "2-3 weeks, tops" from the service. Well it took 6 months..

But a week logistics to Sweden? No, doubt that. Takes shorter to obtain goods from New Zeeland. Latvia is just across the fjord to Sweden, 16 hours by ferry.

It is not just about the sheer time to cover the distance itself. Its also the logistics before and after. Communicating with the other party. Waiting for the shipment unit to fill up. Etc.

Not saying it is necessarily one week and a full stop. But it easily could be it.

Hope it will not .

Canon_Guy wrote:

Bikeridr wrote:

Canon_Guy wrote:

Well it might be even much longer (not to stress you).

Just the logistics Latvia - Sweden, count one week per one direction. Then the service may get to your lens in one week. Finds out a defective part, not in stock, order to Canon. Part delivery time anywhere between 1-8 weeks (could be). Then another week to make the repair. And 3 months are gone as a lightning strike. And the value of an item being serviced has no impact on that. The more rare the lens is, the longer it might take.

If you fit a good scenario, you could have your lens in less than two weeks. If not, than....

Fingers crossed.

Yes, that's my "fear" as well. I remember when I handed in my Garmin GPS unit "2-3 weeks, tops" from the service. Well it took 6 months..

But a week logistics to Sweden? No, doubt that. Takes shorter to obtain goods from New Zeeland. Latvia is just across the fjord to Sweden, 16 hours by ferry.

It is not just about the sheer time to cover the distance itself. Its also the logistics before and after. Communicating with the other party. Waiting for the shipment unit to fill up. Etc.

Not saying it is necessarily one week and a full stop. But it easily could be it.

Hope it will not .

Thanks for your answers.
My camera is still here in Latvia, and they just requested I handed in one of my lenses as they need to adjust/calibrate the heavy front focus. I'm promised it back by coming wednesday, fixed.

As for my lens on "hospital" in Sweden, I have not been given a return date.

Well, I got my camera back last Thursday and it functions fine now. Had to undergo a "brain surgery" as they replaced the CPU.

My RF100 F4L, however. There is where I'd say there is a dent in Canons service reputation.
When collecting my camera, I asked for the status of my lens, which is still in Sweden.
Got message yesterday that "it is still under service", but if I would like to pay €75,- they would get it finished in 3 days. Well, the lens has been away for 5 weeks tomorrow, and, as how I interpret their message, they haven't even started on it.
This is warranty work, the lens had less than 2000 exposures through it.

I'm not mad, just disappointed..