My Email correspondence with Canon

Sorry for the ways this looks...just here for documentation of my emailing with Canon Customer Care....


----- Original Message -----
From: "Canon Support - 2" <carecenter2@cits.canon.com>
To: "Jamzen" <jamzen@aol.com>
Sent: Saturday, December 13, 2008 10:58 AM
Subject: Re: Re: Response from Canon - XL CLUB - Priority Support (KMM9314048V83869L0KM)
> Dear Mr. Jamzen:> > If you would like to escalate your concerns beyond technical support, > you will need to write a letter to our Customer Relations Department. > They serve as the Office of the President for Canon USA. Their address > information is as follows:> > Attn: Customer Relations> Canon ITS> P.O. Box 2338> Chesapeake VA 23327> > They do not have an E-mail address or telephone number that I can > provide to you. Any issues or concerns you have will need to be sent in > writing to the address I provided.> > Sincerely,> > Renee> Online Support Coordinator> > Special Note: Certain issues are very difficult to resolve via email. > If your question remains unanswered after you have received this email, > you may call our special toll-free number for email customers with > unresolved issues and speak to a technician by dialing 1-866-261-9362, > Monday - Friday 8:00 a.m. - 12:00 midnight ET, and Saturday 10:00 a.m. -> 8:00 p.m. ET (excluding holidays).> > If you prefer to continue to communicate via email, reply to this > message and we will respond as quickly as possible.> > > > Original Message Follows:> -------------------------> > i wonder who wil get it when my case finally reaches the ceo of canon.> > hi> thanks for all your email cya's.> i think all i asked for was to be put in touch qith the vice president> for marketing in charge of the xl2.> > well you did not.> > now i am going to set up a web site and blog to cover> me disassembling my xl2, along with all the gory details> about paying $1200US customs duty to get my camera into jamaica> to do a film/documentary.> > now cannon wants me to cancel my project, and go thru that> again for an un=religious design flw, at best.> > well, i hope all the future buyers of high end video cameras,> especially those who travel, will be able to google my new site> and avoid the pitfals of buying a canon.> > you can see some of my video work on googe video or youtube.> the only video with the xl2 was my sons little league grand slam in wite> > plains,ny.> > once again, thanks for being such corporate *****s> > > ----- Original Message ----- > From: "Canon Support - XL Club" <xl1club@cits.canon.com>> To: "Jamzen" <jamzen@aol.com>> Sent: Tuesday, December 09, 2008 9:41 PM> Subject: Re: Re: Response from Canon - XL CLUB - Priority Support > (KMM9299940V39963L0KM)> > >> Dear Kevin McCormick:>>>> Thank you for your reply. My name is Raymond and I am a supervisor > here>> at Canon ITS. Your message was forwarded to me for a response.>>>> I have read the message history and it appears the appropriate>> information has been provided. We have Factory Service Centers that>> provide the level of service you have inquired about. In addition to>> the reason already provided, as this is not a service we provide via>> technical support, we do not have the training or information > available>> to us to assist with such a repair. Unfortunately, the only>> recommendation I can make is to send your camera to the Factory > Service>> Center for repair per our previous correspondence.>>>> Please let us know if we can be of any further assistance with your > XL2.>>>> Sincerely,>>>> Raymond>> Contact Center Supervisor>>>> Special Note: Certain issues are very difficult to resolve via email.>> If your question remains unanswered after you have received this > email,>> you may call our special toll-free number for email customers with>> unresolved issues and speak to a technician by dialing 1-866-261-9362,>> Monday - Friday 8:00 a.m. - 12:00 midnight ET, and Saturday 10:00 a.m.> ->> 8:00 p.m. ET (excluding holidays).>>>> If you prefer to continue to communicate via email, reply to this>> message and we will respond as quickly as possible.>>>> Original Message Follows:>> ------------------------->>>> why cant you just give me the instructions on how to pull the camera?>> be real?>> i am a customer, NOT AN ENEMY!>>>> ----- Original Message ----- >> From: "Canon Support - XL Club" <xl1club@cits.canon.com>>> To: "Jamzen" <jamzen@aol.com>>> Sent: Monday, December 08, 2008 12:30 PM>> Subject: Re: Response from Canon - XL CLUB - Priority Support>> (KMM9296116V57345L0KM)>>>>>>> Dear Mr. Jamzen:>>>>>> Thank you for writing to us regarding your XL2. I am sorry to hear > of>>> your experience with this unit.>>>>>> My name is Renee and I am the Online Support Coordinator for Email>>> Support here at Canon ITS. Your email was forwarded to me per your>>> request.>>>>>> As stated in our original response, Canon is not able to provide>>> assistance other than supplying parts for unit repair. If you feel>>> comfortable making the needed repairs to the camera yourself our > Parts>>> Department can certainly assist you with needed parts. However, due>> to>>> the sensitive nature of modern electronics, the liability from>> providing>>> instructions on repair are too high for us to do so. We regret the>>> inconvenience this is obviously causing, but hope that you understand>>> our rationale.>>>>>> For immediate assistance you may want to contact Canon Latin America.>>> This Canon group is responsible for technical assistance and repair > in>>> Jamaica:>>>>>> http://www.cla.canon.com/Jamaica/English/>>>>>> Please be aware that if your camera is less than a year old, they may>>> not be able to provide warranty coverage for units purchased in the>>> United States. However, this is up their discretion.>>>>>> Alternately the camera can be serviced within the Untied States. If>> you>>> would like to do this, please forward your camcorder to the Factory>>> Service Center shown below. Be sure to include your name, street>>> address (no P.O. boxes, please), telephone number, and a letter>>> describing the issue with the product. Please do not send any>>> accessories or manuals when shipping the camcorder.>>>>>> As we do not provide RMA numbers for service, we suggest using a>>> trackable and insurable service (i.e. UPS, Federal Express, Priority>>> Mail) to ship your camcorder. Please package the camcorder very>>> securely to prevent damage during shipment.>>>>>> Canon Factory Service Center>>> 100 Ridge Road>>> Jamesburg, NJ 08831>>>>>> Upon arrival at the Factory Service Center, your camcorder will be>>> logged in to our repair database and assigned a repair number. Next,>>> the camcorder will be examined.>>>>>> A written estimate will be sent to you at the address that you have>>> provided. The repairs to your camcorder will not begin until you>>> approve this estimate and make payment arrangements. If, after>>> receiving the estimate, you do not wish to have the camcorder>> repaired,>>> please inform the Factory Service Center of your decision as soon as>>> possible. If you decline the estimate, the camcorder will be shipped>>> back to you unrepaired.>>>>>> When the repairs are complete, the camcorder will be shipped back to>> you>>> via Federal Express. The length of time for the repair will be>>> dependent upon the nature of the repair and availability of parts, if>>> needed. Usually, repairs are completed within approximately ten to>>> fourteen business days upon the repairs approval at the Factory>> Service>>> Center.>>>>>> Once you have confirmed with your shipper that the camcorder has been>>> delivered, you are more than welcome to contact us for repair > updates.>>> Please include your name, address, and telephone number, as well as>> the>>> serial number of the camcorder, in all repair status inquiries.>>>>>> Please note that our U.S. Factory Service Centers are unable to > accept>>> packages from, or return equipment to, addresses outside the United>>> States.>>>>>> Sincerely,>>>>>> Renee>>> Online Support Coordinator>>>>>> Special Note: Certain issues are very difficult to resolve via email.>>> If your question remains unanswered after you have received this>> email,>>> you may call our special toll-free number for email customers with>>> unresolved issues and speak to a technician by dialing > 1-866-261-9362,>>> Monday - Friday 8:00 a.m. - 12:00 midnight ET, and Saturday 10:00 > a.m.>> ->>> 8:00 p.m. ET (excluding holidays).>>>>>> If you prefer to continue to communicate via email, reply to this>>> message and we will respond as quickly as possible.>>>>>> Original Message Follows:>>> ------------------------->>>>>> i would like canon to assume more responsbility in this issue.>>> who is the VP in marketing who is responsible for the xl2?>>> how can you let down customers who rely on canon>>> around the world and make the main fuse inaccessible?>>> what would i do if i went on mount everest?>>>>>> ----- Original Message ----- >>> From: "Canon Support - XL Club" <xl1club@cits.canon.com>>>> To: "Jamzen" <jamzen@aol.com>>>> Sent: Monday, December 08, 2008 12:24 AM>>> Subject: Re: Response from Canon - XL CLUB - Priority Support>>> (KMM9294657V13830L0KM)>>>>>>>>>> Dear Kevin Jamzen:>>>>>>>> Thank you for contacting Canon product support. We are sincerely>>> sorry>>>> to hear you are experiencing an issue with your XL2. Please accept>>> our>>>> sincere apologies regarding this matter. We value you as a Canon>>>> customer and appreciate the opportunity to assist you.>>>>>>>> If you feel comfortable manually repairing the unit yourself, you > can>>>> order parts from our Jamesburg Parts facility. Bear in mind that,>> due>>>> to liability issues, we are unable to provide you instructions on > how>>> to>>>> conduct repairs. If you purchase a part, you assume the>>> responsibility>>>> of replacing it. Also note that items purchased directly from our>>> parts>>>> department are not returnable and there is a chance that it will not>>>> correct the issue.>>>>>>>> For the price and availability of parts, please contact the > Jamesburg>>>> Factory Service Center below and select the appropriate prompts for>>>> ordering parts:>>>>>>>> Canon Factory Service Center>>>> 100 Ridge Road>>>> Jamesburg, NJ 08831>>>>>>>> Phone: (800) 828-4040 and ask to speak with a Jamesburg Parts>>>> Representative, or you can call them directly at (866) 481-2569>>>>>>>> Business hours: 9 AM to 8 PM (ET) Monday to Friday>>>>>>>> Please let us know if we can be of any further assistance with your>>> XL2.>>>>>>>> Thank you for choosing Canon.>>>>>>>> Sincerely,>>>>>>>> Robert>>>> Technical Support Representative>>>>>>>> Special Note: Certain issues are very difficult to resolve via > email.>>>> If your question remains unanswered after you have received this>>> email,>>>> you may call our special toll-free number for email customers with>>>> unresolved issues and speak to a technician by dialing>>1-866-261-9362,>>>> Monday - Friday 8:00 a.m. - 12:00 midnight ET, and Saturday 10:00>> a.m.>>> ->>>> 8:00 p.m. ET (excluding holidays).>>>>>>>> If you prefer to continue to communicate via email, reply to this>>>> message and we will respond as quickly as possible.>>>>>>>>>>>>>>>> Original Message Follows:>>>> ------------------------->>>>>>>> Email Support Form Message>>>> Product Type: XL2>>>> Product Model:>>>> IslandData Session:>>>> Product Serial Number: xl2 332092700766>>>> Date of Purchase:>>>> First Name: kevin>>>> Last Name: McCormick>>>> Address:>>>> City:>>>> State:>>>> Zip: 07646>>>> Phone Number: 18765392395>>>> Email Address: jamzen@aol.com>>>> EMAIL_ADDRESS_CONFIRM: jamzen@aol.com>>>> q02: Windows_XP>>>> q03: No_power>>>> INQUIRY: Emergency help needed. In jamaica and ready to do a shoot>> and>>>> camera not working. staying at jamzen, cousins cove, hanover,>> jamaica,>>>> west indies. i need the special tool to get to the main fuse ad a>>> spare>>>> fuse or two. i ha someone coming from new jersey on the 19th. can i>>>> getemergency shipment othe tool and fuse so they can carry it here.>>>> otherwise it will be a terrible i thing.please help. this is the>> worst>>>> thing to be the main fuse in an inaccessible PLACE!>>>>>>>>>>>>>> > >