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Big shout out to Canon Service, CPS and CarePack Plus

Started 3 weeks ago | Discussions
Kokopelli_Rocks
Kokopelli_Rocks Veteran Member • Posts: 3,661
Big shout out to Canon Service, CPS and CarePack Plus
6

I bought my Canon R5 kit with the RF 24-105 f/4 almost two years ago with a 2 year Canon CarePak Plus for the kit a little over $234. A few months ago I scratched the front of my 24-105, not bad and did not show up in the images, but was still scratched. I decided to send the lens to Canon for repair and my R5 for a 18 point Canon Maintenance normally a $140 service (fee every year under a CarePak.

I had to call Canon to arrange the service since the lens even though bought as a kit did not show up under the CarePak plus. I was told when I bought the CarePak that I would have to call if I needed service on the lens. I called on Wednesday afternoon 3-1 and arranged the repair. Canon sent free shipping labels (UPS Ground) on Thursday (part of CarePak Plus). I sent the camera and the lens in on Friday 3-3. Both arrived at Canon Costa Mesa on Tuesday. I had an email Tuesday afternoon saying the lens repair would be $560 (after my CPS discount). I called the CPS number right after the email and explained I had a CarePak covering the lens and camera. I was sent a new $0 invoice about 30 minutes later.

Yesterday Wednesday 3-8 I received an email stating Canon had completed the service and had shipped the camera and lens back via free FedEx overnight. I just returned from work and I have my unboxed the lens and camera and they look great.

My fault for scotching the lens. I am normally very careful. I have several lenses well over 20 years old with no scratches. The Canon guy arranging the repair told me that was the reason the CarePak is so great. He told me several stories of other repair horror stories saved by the CarePak. In this case the CarePak saved me over $500 subtracting the price of the services from what I was going to be charged. My only big regret is not buying the four year CarePak!

I had not planned to have the lens and camera back until late next week at the earliest. Now I am looking forward to Swan Day this weekend at the Bear River Migratory Bird Refuge!

Thanks Canon!

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 Kokopelli_Rocks's gear list:Kokopelli_Rocks's gear list
Canon EOS R5 Canon EF 70-200mm F2.8L IS II USM Sigma 14mm F1.8 Art Canon RF 24-105mm F4L IS USM Canon RF 15-35mm F2.8L IS USM +15 more
Canon EOS R5 Canon RF 24-105mm F4L IS USM
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Kokopelli_Rocks
OP Kokopelli_Rocks Veteran Member • Posts: 3,661
Re: Big shout out to Canon Service, CPS and CarePack Plus

Quick follow-up. For those who have used Canon service, does CPS speed up the process?

I was pretty surprised how fast Canon turned around the repairs and overnighted the gear back to me. Is this typical for Canon to Overnight or is this part of CPS.

The repair on the lens seems great. Said they replaced the front assembly.

On the R5 I had the 18 point service (free annually for the CarePak Plus). I wish Canon had included a check list of the service and maybe a few comments.

Just wondering if my experience is typical for Canon Service.

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 Kokopelli_Rocks's gear list:Kokopelli_Rocks's gear list
Canon EOS R5 Canon EF 70-200mm F2.8L IS II USM Sigma 14mm F1.8 Art Canon RF 24-105mm F4L IS USM Canon RF 15-35mm F2.8L IS USM +15 more
gcrimmins Regular Member • Posts: 101
Re: Big shout out to Canon Service, CPS and CarePack Plus

Yes, CPS service is faster than a standard repair. How fast depends of which lever of CPS membership you have. I think my CPS Silver membership has about a 3-day turnaround and second-day shipping.

Kokopelli_Rocks
OP Kokopelli_Rocks Veteran Member • Posts: 3,661
Re: Big shout out to Canon Service, CPS and CarePack Plus

gcrimmins wrote:

Yes, CPS service is faster than a standard repair. How fast depends of which lever of CPS membership you have. I think my CPS Silver membership has about a 3-day turnaround and second-day shipping.

Thanks for your response. I am a Gold member and Canon quoted 3 days for my repair. I was pleasantly surprised with a 24 hour turnaround. I received an email that my R5 was being sent back, I never received a notice from Canon that my lens repair had been completed. The only notice I had was two FedEx overnight package notifications. Canon asked me to send both items in separately.

Very happy with the quick turnaround.

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 Kokopelli_Rocks's gear list:Kokopelli_Rocks's gear list
Canon EOS R5 Canon EF 70-200mm F2.8L IS II USM Sigma 14mm F1.8 Art Canon RF 24-105mm F4L IS USM Canon RF 15-35mm F2.8L IS USM +15 more
JustUs7 Senior Member • Posts: 4,327
Re: Big shout out to Canon Service, CPS and CarePack Plus
1

I had CarePak and no CPS.  It wasn’t that fast.  But it was over a $500 repair at no cost to me.  My biggest challenge was having to produce a receipt from a 2 1/2 year old purchase. My local camera store came through on that. Back then CarePak was just three years. Not two and four year options.  The did the full inspection and sensor cleaning as well.

The mother boards in my RP were showing corrosion.  They replaced two of them.  I don’t know about the guts or what the specifics were, but good as new when it came back.

 JustUs7's gear list:JustUs7's gear list
Canon EOS 1000D Canon EOS Rebel SL1 Canon EOS RP Canon EOS M6 II Canon EF 75-300mm f/4.0-5.6 III +10 more
Kokopelli_Rocks
OP Kokopelli_Rocks Veteran Member • Posts: 3,661
Re: Big shout out to Canon Service, CPS and CarePack Plus

JustUs7 wrote:

I had CarePak and no CPS. It wasn’t that fast. But it was over a $500 repair at no cost to me. My biggest challenge was having to produce a receipt from a 2 1/2 year old purchase. My local camera store came through on that. Back then CarePak was just three years. Not two and four year options. The did the full inspection and sensor cleaning as well.

The mother boards in my RP were showing corrosion. They replaced two of them. I don’t know about the guts or what the specifics were, but good as new when it came back.

Yes, I had to locate the receipt for my purchase. I had not uploaded it to Canon. I was lucky to buy on line and was able to quickly find the receipt and upload it to my Canon account.  I have now uploaded all of my receipts to my Canon account.

Glad it worked out well for you as well. I am not kicking myself for not buying a 4 year CarePak+. The person I worked with at Canon was fantastic. He told me some crazy stories of CarePak repairs.

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 Kokopelli_Rocks's gear list:Kokopelli_Rocks's gear list
Canon EOS R5 Canon EF 70-200mm F2.8L IS II USM Sigma 14mm F1.8 Art Canon RF 24-105mm F4L IS USM Canon RF 15-35mm F2.8L IS USM +15 more
Kokopelli_Rocks
OP Kokopelli_Rocks Veteran Member • Posts: 3,661
Funny thing happened yesterday
1

I want to state I am still very happy with my Canon service. I did have something funny happen this week. I received an email yesterday and a text this morning from Canon stating they had just sent my lens back by FedEx and included a tracking number. Only issue is Canon sent the lens back last week at the same time they returned my R5. The tracking number they sent yesterday confirmed the lens was delivered last Thursday. Not really sure why the mix up, just a funny big about the service.

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 Kokopelli_Rocks's gear list:Kokopelli_Rocks's gear list
Canon EOS R5 Canon EF 70-200mm F2.8L IS II USM Sigma 14mm F1.8 Art Canon RF 24-105mm F4L IS USM Canon RF 15-35mm F2.8L IS USM +15 more
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