Canon Support?

pxl8

pxl8

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Name
Andy Jones
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Six weeks ago I submitted a question to Canon support, I got a reply saying it had been forwarded to another dept. and then heard nothing. This morning I chased it up and got this reply:

Dear Customer,

This is a standard reply confirming that we can not respond to your email query.

Therefore can we kindly request you to use the following link: http://self-service.canon-europe.com/

Thank you,

Canon Support Centre
Click to expand...

That website seems to be dead so I called Canon Europe in Uxbridge and got put through to support - I'm currently number 1 in the queue with an expected waiting time of 1min. After 10 mins I gave up...

Leaves a lot to be desired :(
 
It's sunk a long long way from the days you could walk into the service center in north london and talk with an engineer. :(
 
and its a UK issue - most other geographies enjoy something..... cant quite put my finger on it....... customer service?
 
Dear oh dear...

I dropped an email to the CPN rep for the UK.. got an auto-reply, he's away until the 29th but no longer works at Canon UK and says to call the tech support number...

:bang:
 
I don't know whether it's more frustrating not getting an answer from anyone or trying to give technical details to someone in a call centre halfway around the world.
Depending on your query, is it worth contacting a repair centre from this link?
 
Makes me glad I have a friend who works at Canon in the service department.
 
I have managed to get some on the phone at last, no answer to my question as yet but they have promised to get back to me in the next day or so.

MarkP is that link working for you? I get a 404 error and Canon said they're aware of a problem with the site being down at the moment.
 
Still no luck, DNS is failing to find the site. I'll reboot the router and try again...
 
Nope, no joy.

I just did a tracert to the IP for the site which explains the problem:

Tracing route to 69.41.55.236 over a maximum of 30 hops

Code: 
  1     *        *        *     Request timed out.
  2    16 ms    14 ms    15 ms  glo-2-dsl.as9105.net [212.74.111.191]
  3    17 ms    15 ms    16 ms  ge1-2-27.glo0.as9105.net [212.74.106.106]
  4    18 ms    20 ms    19 ms  pos0-0.bri1.as9105.net [212.74.108.162]
  5    27 ms    25 ms    26 ms  ge0-0-0.he-lon0.as9105.net [212.74.109.14]
  6    24 ms    24 ms    25 ms  ge4-0-0.he-lon1.as9105.net [212.74.106.54]
  7    61 ms    26 ms    25 ms  xe-1-3-0.lon20.ip.tiscali.net [213.200.79.181]
  8  so-7-0-0.lon11.ip.tiscali.net [89.149.186.30]  reports:
 Destination net unreachable.

Damn, why did Pipex sell out to Tiscalli :(
 
Here's the list of service centres from the site (Loooong post alert!)

United Kingdom

Canon (UK) RCC
Projectors, Professional Camera, Lens, Digital Video, Webcameras, Scanner, Binoculars, Professional Lens, Flash, Analogue Compact Camera, Analogue SLR Camera, Digital SLR Camera

(Video including HD models, Only Dedicated 35mm Slide Film Scanners – 2700F, FS2710, & the FS4000 models )

Unit 130 Centennial Park
Centennial Avenue
Elstree Hill South
Borehamwood
Elstree
Hertfordshire
WD6 3SE

Tel: 08705 143 723
Fax: 020 8731 4139
Web: www.canon.co.uk

For Repair Status Information please click here

Top of page

A.J.Johnstone & Company Limited
Lens, Flash, Analogue Compact Camera, Digital Compact Camera, Analogue SLR Camera, Digital SLR Camera

395-399 Central Chambers
93 Hope Street
Glasgow
G2 6LD

Tel: 0141 221 2106
Fax: 0141 221 9166

Web: http://www.ajjohnstone.co.uk
Top of page

Colchester Camera Repair Services
Professional Camera, Lens, Professional Lens, Flash, Analogue Compact Camera, Digital Compact Camera, Analogue SLR Camera, Digital SLR Camera

6 Kings Court
Off Newcomen Way
Severalls Business Park
Colchester
CO4 9RA

Tel: 01206 843 322
Fax: 01206 843 323

Web: http://www.camera-repair.co.uk
Top of page

H. Lehmann Limited
AnalogueVideo, Professional Camera, Lens, Digital Video, Professional Lens, Flash, Analogue Compact Camera, Digital Compact Camera, Analogue SLR Camera, Digital SLR Camera

(Except HD models)

247-249 London Road
Stoke-on-Trent
ST4 5AA

Tel: 01782 413 611
Fax: 01782 744 579

Web: http://www.lehmannsdirect.co.uk
Top of page

Fixation
Professional Camera, Professional Lens, Flash, Analogue SLR Camera

(Except the EOS300D, 350D & 400D)

Unit C
250 Kennington Lane
London
SE11 5RD

Tel: 0207 582 3294
Fax: 0207 582 9052

Web: http://www.fixationuk.com
Top of page

Plymcare
AnalogueVideo, Digital Video, Webcameras

(Except HD models)

Marshall Road
Plymton
Plymouth
Devon
PL7 1YB

Tel: 01752 303 555
Fax: 01752 303 553

Web: http://www.plymco.co.uk
Top of page

Videotech (UK) Limited
AnalogueVideo, Digital Video

Except HD models)

Unit 5b Kayley Industrial Estate
Richmond Street
Ashton-under-Lyne
OL7 0AU

Tel: 0161 308 4092
Fax: 0161 343 2589

Top of page

CRC (Tasktron Ltd)
Photo Printers, Inkjet Fax, Calculator, Scanner, InkJet Printer, Laser Printer, InkJet MFP

CRC Tasktron Ltd provides a return to base service for Calculators, A4 Bubble Jet Printers, PIXMA iP90/iP90V, Selphy, CP, DS & PIXMA Mini Printers, the Fax B820 & B840, JX200/500, PIXMA MP110, MP130, MP140, MP150, MP160, MP170, MP180, MP210, MP220, MP450, MP460, MP470, MP510, MP520, MX300 & MX310, the LBP2900, LBP3000 and Scanners (except the dedicated 35mm Slide Film Scanners 2700F, FS2710& the FS4000US – Canon UK RCC).

Unit 3 Wintonlea
Monument Way West
Woking
Surrey
GU21 5EN

Tel: 01483 776 060
Fax: 01483 721 389

Web: http://www.crc-tasktron.co.uk
Top of page

Electroversal
Photo Printers, Inkjet Fax, Scanner, InkJet Printer, Laser Printer, InkJet MFP

Electroversal provides a return to base service for A4 Bubble Jet Printers, PIXMA iP90/iP90V, Selphy, CP, DS & PIXMA Mini Printers, the Fax B820 & B840, JX200/500, PIXMA MP110, MP130, MP140, MP150, MP160, MP170, MP180, MP210, MP220, MP450, MP460, MP470, MP510, MP520, MX300 & MX310, the LBP2900, LBP3000 and Scanners (except the dedicated 35mm Slide Film Scanners 2700F, FS2710& the FS4000US – Canon UK RCC).

Unit 2
Sedgwick Road
Luton
LU4 9DT

Tel: 01582 582 023
Fax: 01582 582 087
Web: www.electroversal.com

To obtain a repair quote for products serviced by Electroversal, please call Electroversal Customer Service department on 01582 582 023 or email sales@electroversal.com

Top of page

Cura Technical
Personal Copiers, Laser Fax, Inkjet Fax, InkJet Printer, Laser Printer, InkJet MFP, Laser MFP

CURA Technical provides on-site service for A3 and PIXMA iP90/iP90V, laser Beam Printers, PC/FC Copiers, Multifunctional Printers and Fax machines. On-site service can be arranged by dialing 08705 143 723.

Please note that Cura Technical do not service the following products: Selphy, CP, DS & PIXMA Mini Printers, Fax B820, B840, JX200/500, PIXMA MP110, MP130, MP140, MP150, MP160, MP170, MP180, MP210, MP220, MP450, MP460, MP470, MP510, MP520, MX300 & MX310 and the LBP2900 & LBP3000. These units are repaired at our Return to Base Agents, Electroversal or CRC Tasktron.

Cura Technical
Uniter House
3 Radford Way
Billericay
Essex
CM12 0DX

Tel: 0870 400 2080

Web: http://www.curatechnical.co.uk
Top of page
 
Cheers Mark, unfortunately it's not a service issue but a request for technical information on a specific product which is probably why they had to escalate it in the first place.
 
pxl8 said:
Six weeks ago I submitted a question to Canon support, I got a reply saying it had been forwarded to another dept. and then heard nothing. This morning I chased it up and got this reply:



That website seems to be dead so I called Canon Europe in Uxbridge and got put through to support - I'm currently number 1 in the queue with an expected waiting time of 1min. After 10 mins I gave up...

Leaves a lot to be desired :(
Click to expand...

Be surprised if it wasn't an 0870 number.
 
markp said:
Here's the list of service centres from the site (Loooong post alert!)

United Kingdom


Plymcare
AnalogueVideo, Digital Video, Webcameras

(Except HD models)

Marshall Road
Plymton
Plymouth
Devon
PL7 1YB

Tel: 01752 303 555
Fax: 01752 303 553

Web: http://www.plymco.co.uk
Click to expand...


Plymco.co.uk!!!! :gag: I'm not too sure I'd want any of my gear going to the Co-op for repair! (might pop in and get some sprouts though).
 
pxl8

Your frustration is very understandable. Like many companies , there is no tech support. I'm a member of the Canon Professional Network, Why, it seemed like a good idea, but you really get nothing from it, except the ocassional e magazine, which is not all that use anyway.

As Focus is coming up next month why not try and contact intelligent life at the Canon stand who knows you may be lucky. Alternatively try one of the other forums. The one at Luminous Landscape seems to have a lot of knowledgeable Canon users on it.
 
pxl8 said:
I'm currently number 1 in the queue with an expected waiting time of 1min. After 10 mins I gave up.
Click to expand...
I've just spent 18min on the phone to Canon support.

What essentially was happening, was I told her the problem(tech), she put me on hold and then proceeded to look it up in some tech manual.

This all amounted to nothing, and I was given another number. Which I already had.:bang:

Canon support=:thumbsdown:
 
pxl8 said:
Cheers Mark, unfortunately it's not a service issue but a request for technical information on a specific product which is probably why they had to escalate it in the first place.
Click to expand...

The website is fine, if you're still having problems change your DNS server to OpenDNS.
 
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