Canon in D

The title does not at all refer to the most popular musical composition of Johann Pachelbel. The "D" here actually stands for "Deep-Shit" (it should be D.S., then, you may argue. But you are not the author. I am. And in this part of cyber space, my rules apply. Let my will be done). Yes, Canon, the maker of your great digicams, is in a real deep one with regards to their International Warranty Policy. Read on and let me share my personal experience.

I usually end my written letter to the Bureau of Internal Revenue, back in the days when I defended clients on deficiency tax assessments, with a sentence that has, "request your kind office for the case represented in the foregoing to be permanently closed and terminated." Irony in words. Coupled with sufficiently strong facts, figures, and hard evidence, the work done to come up with a contra-allegation could take weeks to months. The effort is thus summed in that last sentence, which could have read, "change your style of bloating your assessment figures, assholes! We do our job correctly now fix yours!"

This day marks the 14th working day from when I first filed by email complaint to three Canon offices (Taiwan, Singapore, and the Philippines) on an incident that arose when I had my Canon digicam fixed. I have already given out a gist in the middle part of a previous post. Read that post first if you want to follow my drift.

Last Friday, I got a call from Monique N. of Canon Marketing (Philippines), Inc. She told me that my camera had a foreign object inside the SD card slot and that they already removed it. I instinctively asked how much the service would cost me. She said not to worry as it's free of charge and that I should just look for her, Monique, when I decide to drop by their office to claim my camera. You must understand that the line queued in their service center is usually unusually long. I got a #71 when I went there at lunch time on Friday and they were still serving #58. Excited as I was on getting my camera, I forgot to jot down Monique's name when she called (struggling to remember if it was Me-Ann, Michelle, or something that definitely has an "M") so I did not know who to approach, contenting myself to having a seat in the waiting area, deciding there's nothing I could do but wait until my number is called.

Luckily, a kindly lady asked around for customers who were only there to claim their serviced units. I handed over my job order and she introduced herself as Monique and that she was the person who called me up earlier. I stood up and exchanged pleasantries seconds before she ushered me inside their office which is quite odd since customers are usually only entertained outside, over a lonely table on one side of the main room where a seemingly bored personnel took or released items.

The aura Monique emanated is, by itself, note worthy. She's petite, fresh-looking, calm, pretty (or, make that beautiful), assuring, and very pleasant. She manifested a personality that could very well be "best practice" in my book on conduct of customer relations officers all over the world.

Going back, Monique had me sit in the lounge area while she got my camera. In a minute she was having me test the unit. She even showed me the culprit for my camera's SD card slot malfunction: a thin fin not more than a quarter of an inch long that belonged to the brittle Toshiba SD card that went with the cam when I got it. She then had me sign the release waiver and discretely handed me a paperbag.

MONIQUE: This is also for you, sir Fritz.

FRITZ: What's inside? (taking a peek inside the bag)

MONIQUE: A calendar and a Post-it set, sir.

FRITZ: Are these for the troubles I caused when I sent my email of complaint to you, your regional office, and Taiwan? (acting stoic in my calm, normal voice)

MONIQUE: Did you send an email, sir? To whom did you address it to?

FRITZ: I got the address from your website. I even forwarded the mail twice to your regional office and Taiwan since I never got a word back the first time I sent it.

I then narrated everything I have written, including how the supposed international warranty compelled me to buy the Ixus, that it didn't say anywhere in the card and neither did the sales person in Taiwan warn me of a "warranty void in the Philippines" clause, that I had suggested for them to talk to each other and resolve the matter.

MONIQUE: Sir, Canon Taiwan's president actually raised the concern to our local company president. He was then the one who requested me to handle your case.

I gave a slow, seemingly unsure nod, hiding the reality that on the inside, my mind and the small voices inside my head are reeling in self-satisfaction. I have made the presidents talk. My efforts were fruitful, at least, for this particular problem for my gadget.

Still, I stand by my arguement that international warranties should explicitly state its limitations, if any, and not give consumers false hope as it is one of the primary factors that most would consider in making a purchase either here or anywhere else. Canon could say that items bought outside are relatively cheaper and that the premium they give to locally sold inventory would benefit local buyers with more added benefits. This is the exact same reason I bought my camera outside, because I know for a fact that it is cheap and I was hoping to still get the same benefit had my unit required servicing anywhere else in the world. Taxes and more tariffs apply to imported goods and that makes your Canon cameras here more expensive. We import the finished product whereas our neighbors manufacture theirs. It's as simple as it is logical and it's perfectly understandable. But then International should cover the world unless, and I'm repeating my self here, explicitly stated in their policy!

So, hey, Canon Philippines, get your act together on this issue now, will you? I won't be surprised if you get slapped by a lawsuit on a similar complaint in the near future. While you're at it, do give Monique a raise and a promotion. She's a keeper.

posted by Fritz @ 2:11 AM