Last month, after five years of dependable service my Canon A60 digital camera bit the dust. The LCD display showed a bunch of horizontal lines, rather than my photographic subject.
Disturbing! But I guess it to be expected.
Two-megapixel cameras weren't state of the art in 2003, never mind now. Some quick research online indicated that a decent camera could be had for around $100.
But some additional researchrevealed something startling.
Many cameras manufactured between 2002-2004 contained an LCD controller (called a CCD) that was overly sensitive to heat and humidity. The failure rate was so high that the warranty for the CCD was extended. Certainly not extended 5 years, but certainly worth making a toll-free call to Canon. I quickly got a human being - Liam - on the phone and described my problem. Liam asked for information, including the camera's serial number. It is inscribed on the bottom. Or, it was inscribed until it rubbed off from use.
Tough break.
"Oh, but the serial number is also on the original packaging. Do you still have it?" Liam asked. Unlikely. That camera box would have had to sit in my office undisturbed for five years. Suddenly, I started hearing sinister musicand Liam's evil, diabolical laugh.
Or, maybe I was just imagining that.
I say "my office", but what I mean is the room containing children's furniture destined for the dump, old computer parts, documentation for the 1993 student version of WordPerfect, the cat litter tray, and Time Magazine issues featuring Agnew's resignation.That sort of stuff.
I - I mean my wife - has swept through there and purged a number of times, and there's surely no way that box survived. I guess that means I'm out of luck. Wait a minute. Could it be? What's that box that says "Canon" on it? It's here! I have it! Unbelievable. Once in a while, retaining for five years what seems like unnecessary camera packaging (my wife would callously call it "junk") pays off.
Once in a great while.
Liam said, "OK sir, we're going to email you a UPS shipping label. You pack up the camera and send it to us, and we will repair it and ship it back to you at no charge." Hold on, what was that part about no charge? No way. Really? Even though the camera is 5 years old? Even though the retail value is probably $20? Even though I was ready to buy something newer and better?
Outstanding!
This is the way customer service should be. It calls to mind what is supposed to happen when you shop at Nordstrom www.nordstrom.com, or Wegmans www.wegmans.com, or Coldwater Creek www.coldwatercreek.com. It calls to mind exceptional service provided in Bel Air,Marylandat Courtland Hardware www.courtlandhardware.com, and Baron's K9 Country Store www.baronsk9.com, or in Havre de Grace at Melanie's Garden.
Great places to shop, all.
I already like Canon products, and you can be sure that I will look at Canon for future purchases. Perhaps the real moral of the story is to use the Internet to research your everyday problems. I nearly missed this information, even though it took only a few minutes to find.
But, you ask, if all of this happened a month ago how did the repair turn out? Answer: Thephoto and video in my Obama Train article were taken with my repaired 5-year-old Canon A60 camera. The Aegis www.theaegis.com(Harford County's oldest and largest newspaper) had better photos, and Baltimore's ABC2 www.abc2news.comhad better video, but my A60 got the job done just fine.
Do you think this means I'm frugal?Before I answer that let me point out that the title of this blog includes the word "Budget".
Do you have a story of exceptional customer service? Don't keep it a secret. Great customer service should be recognized and rewarded with our praise and patronage. Please feel free to share your story below.
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