OK, I’m annoyed. No, scratch that – I’m fucking livid.
Let’s backtrack: my Canon EOS 5D Mark II (list price over £2300) developed a small rash of measles on the CCD – dead pixels which would come up as red blobs indicating early CCD failure. Any photos which came out had to be manually retouched (including a lot of the ones from Pride London 2009), a completely unacceptable situation. I’d previously written about Jessops in both Leeds and Wakefield being excellent so let me be clear here, I’m not laying this at the door of the shops themselves.
I took the unit to the Wakefield branch of Jessops which (in my opinion) has a competent manager and isn’t so busy that they rush you along. Quite aside from the computer being a bit odd and linking the serial number to a Canon EOS 30D (!) they managed to book it in and said the courier would pick it up same day.
That was about a week and a half ago (10th July). I’ve started getting anxious for an update since I’m off on holiday next week and wanted to spend a good while getting to know the camera in bright conditions. I dug around on Jessops’ site for a link to repair updates: nothing there, no help at all – and the helpline I did phone said ‘call Canon on 0844 369 0100 and choose option 1’. So I did.
After sitting through what seemed like eons of ‘you must call xxx if you have yyy’ and other prerecorded messages I finally got through to a polite lady who took the serial number of the camera body, and then said she couldn’t tell me anything because of ‘data protection’. Right. Finally through a two-step comprising me telling her bits about what it was in for and stuff (and that it had been booked through Jessops) she let slip it hadn’t arrived at Canon until 20th July, it was in ‘the queue’ and the average wait time was 5-7 working days.
So, just to clarify: Jessops didn’t forward my 5 month-old camera body to Canon for almost 10 days.
(Sidenote: Jessops shouldn’t have told me to phone the Canon service centre apparently; “They know they’re not meant to do that.” said Polite Lady.)
I’m not optimistic of receiving the unit back before I go on holiday on 29th July. Indeed, aside from having to go back to the 30D I’m steeling myself for either a dash back up North on the Thursday, or getting a friend to courier the body out to Montpellier if it comes back in time (which might be a silly idea anyway, we’ll have to see).
To say I’m pissed off is an understatement. More as it unfolds.