I’ve had my Canon SX260 HS camera for a few years and love it. It’s a compact camera I can hold in my hand, and is always in my purse or backpack.
With multiple shooting modes (including manual), a 20X megazoom, and the ability to shoot video, it’s the perfect small camera for me when I’m shooting at fireworks displays or Canton Liberty Fest Classic Car Show.
In addition, it has a panorama option and GPS for adding the location to my shots.
So when the shutter got stuck in the camera and wouldn’t close a couple weeks ago, I was disappointed. I called a local camera repair shop only to discover they don’t do repairs on compact Canon cameras.
“You’ll need to contact Canon support directly. Here’s their phone number.”
I called the number, expecting to go through multiple voice mail menus, and waiting for 20 minutes to talk with someone.
Was I surprised when I followed the steps in one voice mail menu and was connected to a real person.
Kelsey in Canon Repair asked me what was happening with my camera. She listened to my story and asked me when I bought the camera. I knew I was out of warranty for the camera.
She explained a stuck shutter couldn’t be repaired. But a new or refurbished camera could be sent out for minimal cost, once I sent my camera in.
Kelsey explained the process, timeframe, and gave me the address to send in my camera. In addition, she provided me with a direct phone number should I need further assistance, and ended the conversation with:
Is there anything else I can help you with?
What a great experience!
I didn’t have to wait on the phone, listen to multiple voice mail menu options, and the whole process took about 10 minutes. I would soon receive a replacement for my camera.
Off I went to the local UPS shop to send my camera.
Replacement Camera Arrives
When I returned from vacation last Saturday, I was excited to see a brown box from Canon. I unpacked the box quickly and unwrapped the camera from the bubble-wrap.
Hmm. I discovered the replacement wasn’t the same camera model.
My replacement camera was a newer model with more features! Nice! And the new camera came with a limited warranty for a year.
I started playing around with the camera features, and yes, I read the manual.
And that’s when I discovered the camera was missing two features I used in my old camera.
On the Phone, Again
Thanks to the “Dear Valued Customer” document from Canon Customer Support in the packing box, I didn’t have to search my Google Doc notes for a phone number. I called the number, and once again, was quickly connected to a real person in Customer Support.
Dorcas listened to me explain what was missing in the new camera I received. She thanked me for the information, and said I needed to speak with a manager.
I replied OK, expecting a long wait on the phone, and retelling my story about the missing features.
Surprise. No long wait as the manager Sharise greeted me on the phone. I didn’t have to repeat my story; Sharise had the information.
She explained the newer model had more features than my broken camera.
When I replied the new camera didn’t include two features I used regularly, she apologized and said she would connect me with someone in Customer Relations.
Could I hold while she connected me? Yes, I replied.
Again, no long wait. Within 40 seconds, I was connected with Scott from Customer Relations who knew my story, and offered to see if he could find a replacement camera model.
We chatted for about 30 seconds about the two features I was looking for, and he said he knew of two possible models. It would take time to see if there were any available.
Scott took my phone number, offered me his direct phone number, and said he would call me back in two days. He needed the time to search for the camera models.
The phone conversation with the three people took about five minutes.
Customer Service Done Right
While I didn’t get the replacement camera model I expected, I’m impressed with how Canon handled my customer service request:
- Phone support with quick access to a real person
- Explanation of the process, timeframe, and a direct number to call with questions
- Helpful sheet in the packing box with contact email, phone number, and support website for further assistance
- Newer model to replace an older model (nice, even though it didn’t have all the features I use)
- Escalation in their customer support process with no delays or need to repeat the story to each person
- Offer to look for the camera model I want, with a specific timeframe to call me back
- Direct number to Customer Relations person if I have further questions
I’ve been a Canon customer for over 20 years. I’ve always been impressed with the quality of their cameras and lenses, but never had any need to contact customer support until this year.
Am I a happier Canon customer? Yes!
They’ve backed up their excellent products with great customer support, proving to me this is a company I want to continue to buy products from in the future.
I’ve written about it before: it’s the small things like a simple thank you note, that make a big difference in the relationships and experiences we have.
Have you had any great customer support experiences recently? What made them special for you?