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Canon U.S.A., Inc. Consumer Reviews

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No Help at All From Customer Support
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ILLINOIS -- My Canon Image Class MF4880dw printer suddenly stopped wireless printing. Not communicating with my Mac running High Sierra. I get the 'Filter' failed message. On the internet I found several possible solutions none of which worked. From Canon website I downloaded new and latest printer driver Canon says would work with my OS. It does not. I can print wirelessly to the printer from my wife's computer which is running OS 10.15. I can print using USB wired connection from my Mac to the printer. The printer shows up on my Linksys router as being connected. However the printer dialogue box says it is not connected.

I phoned Canon support only to be told my printer is no longer supported by live help and to go to the Canon website. The Canon website suggest downloading the latest driver, which is what I had already done...but it does not work. In the past I have contacted Canon support for help with cameras and printers and it was great even for older products. Canon support for older produces is now useless.

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Customer Service Is Awful!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

USA -- I am very disappointed with Canon. We own a Canon Selphy Printer (among other Canon items) and when I bought extra paper and ink I purchased the wrong one. For printers I always buy in advance and in bulk because you never know when you need it and I do not want to run out when I need it. So the extra paper and ink that I have I must of purchased like a year ago and I probably bought it at Best Buy because that is where I usually buy those products but because it was a while ago I don't remember for sure and I do not have the receipt.

I called Canon to see if I can send to them the wrong item I bought and exchange for the correct one and the customer service representative told me I have to go back to the retailer and comply with their return policies. WOW!!! I was shocked that a big company like Canon has such poor customer service. I told the representative there is no way Best Buy will let me return an open item I probably purchased about 1 year ago but the representative did not care. I was not looking for something free, just an exchange - wrong product for correct product. My daughter wants a new camera. It will NOT BE a Canon. Very disappointing.

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Horrible horrible customer support
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MELVILLE, NEW YORK -- I own a CanoScan 9000F that I have been using over the last couple weeks to scan photo negatives. It has been working great; then it wasn't. It now will not scan and gives me an internal error code message. I uninstalled the software and downloaded an updated driver from Canon website; that did not solve the problem. I have gone over the troubleshooting guides which do not address this particular problem. I attempted to find an online method to contact Canon technical support-it does not exist. So I called the number Canon gives for support. I guess because the scanner is out of warranty(?) the twerp on the other end of the line WAS NOT ALLOWED (his words) to give me ANY assistance via phone. He referred me back to the website which was absolutely useless.
I have nearly the same issue last year with software for a Canon camera. I AM DONE WITH CANON; the most horrible customer service I have ever had to deal with.

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Poor Customer Servie
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

1977, CALIFORNIA -- I love their products, but Canon's rebate policy is not good. I wish they would provide instant rebates during purchase, instead customers need to mail it in by a provided date. I moved and delivered my 5th baby boy, so I did not send it in on time. Canon would not honor the rebate. I purchased a Canon EOS 5D Mark IV DSLR Camera with 24-105mm f/4L II Lens
for $3,999.00 and only purchased a printer with it because the rebate offered when purchased together. I lost $250. I believe this is not the best customer service. Nikon and Sony have gained a new customer.
https://www.bhphotovideo.com/bnh/controller/home?O=email&A=details&Q=&sku=893738&is=REG

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Canon Customer Service Tried to Con Me Out of $400
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

While in general my printer has worked well, I have a big issue with my experience with Canon customer service. I called asking for help to set up my wireless printer on a new network, since no instructions could be found online. Instead of troubleshooting with me, the representative immediately asked to take control of my computer screen. Before making any attempt to connect my printer to the wireless network he pulls up some screen and starts talking about how my computer has "hackers" that have messed up my printer. Tries to talk me into paying $400 to be connected to someone, remove them and "re-install software". He refused to provide me with the number he was going to connect me to, and when I declined this service, he hung up on me.

I ran my anti-malware software - which found NO threats/issues on my computer. Then spent another 40 minutes troubleshooting by myself and was able to connect the printer and get it to work again - which the representative had assured me was impossible without his solution. I'm very disappointing with this company's "customer service" and glad I didn't get conned into spending all that money on nothing.

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Won't Honor Sale
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ILLINOIS -- I ordered a product from Canon USA direct. They charged my credit card and sent me a confirmation email and confirmation number. After 48 hours no response. I had to contact them to find out the product was out of stock and my order wouldn't be filled. They offered no compensation or help of any kind. Just “so sorry product isn't available”. I am at level 3 customer service with no concern over their error. I went on their website and product is listed for $220 more. Seems they had price listed wrong and they don't want to honor their sale. Ridiculous.

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Printer Support
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I ordered a brand new Canon PIXMA MG2520 Inkjet Printer from an online retailer in early July 2017. I installed it onto a Laptop. The printer will scan, but will not print regardless of what I did, including used new cartridges, installed and uninstalled and installed again and again the software, etc. I contacted Canon Support, which initially offered to exchange the printer for a refurbished one.

Thereafter, the most condescending comments from Canon staff ensued. "I would also like to check if the printer is showing an error. Please take out the ink cartridges one more and and make sure that the protective tape underneath the ink cartridges were removed. As you install an ink cartridge, please push it up until it clicks into place. Please make sure that both Black and Color inks are installed... If you see any flashing lamps, please let me know which lamp is flashing (green power lamp, orange alarm lamp, both), and how many times the orange lamp is flashing in between the pauses. For more details on how to count the number of flashes..."

In other words, they treat customers like they are idiots. Their absurd approach to problem resolution serves no useful purpose. Too lazy to pick up a phone and get a feel for the customer, they do standard issue offensive comments and questions.

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Canon Won't Own Up to Failed Products
By -

CALIFORNIA -- Several years ago I became extremely frustrated with the Canon company, maker of copiers for home and office. I struggled very hard to find a customer service phone number or email address. After I did I posted the problems I had with one of their faulty copiers in an attempt to be made whole for the loss I suffered. To make a long story short, their customer service representative took about a week to get back with me. He kept the exchange going by asking me questions having little to do with the concerns I had. It seemed like a ploy to wear me down and make me go away.

The only resolution that Canon could come up with was that I send in the copier for repair, all at my expense, or go out and buy a new copier from them with similar features. I'm a mechanical design engineer so I feel at least a little qualified to comment upon the malfunctions of the machine and the cause of this malfunction. I will never buy another Canon product again after this experience. And strongly recommend that anybody reading this strongly consider how much complete loss they would be willing to withstand from Canon in the event that their new purchase of a Canon product eventually results in product failure, especially after the warranty expires.

"Hello, Several years ago on December 18, 2007 I purchased the PC 150 personal copier, SERIAL NUMBER KAF01941. I truly enjoyed its use and compactness. During that time, because of infrequent use, I've only needed to purchase one toner cartridge. Canon is to be congratulated on a great line of products. I do have one great concern.

This model is designed to store with the paper support trays folded over the lid/sliding platen. Yesterday I leaned over to turn on the copier then unfold/unlock the paper trays. In the process the rubber eraser I held loosely in my hand dropped from my hand and struck the print button. The copier was then activated and attempted to copy and print while nothing was in the machine to be copied and while the cover was still locked in place. Since the platen was locked in place the copier's internal gears continued to spin and click until I was able to unplug the machine.

The copier is now useless because nothing happens when I hit the copy button. In short, a very mild and predictable accident has led to the destruction of my copier. I question how Canon engineers have designed a machine without any safety interlocks that will prevent the machine from destroying itself and its drive mechanism simply by pushing the copy button.

My common sense makes me believe that it is highly predictable to expect that the copy button could be pushed deliberately or accidentally while the platen is secured by the paper trays. My sense tells me that a well designed copier should not self-destruct when an eraser falls on it. I do not recall reading any product literature warning me about this kind of occurrence. What can I do to get my machine working again? Otherwise, it is still like new. Thank you so much for your prompt reply.

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My Digital Rebel Is a Lemon and Canon Doesn't Care
By -

SACRAMENTO, CALIFORNIA -- My Canon Digital Rebel Is a Lemon! I purchased a Digital Rebel three years ago. I like it very much and it takes outstanding photographs. I have purchased three high-quality Canon-brand lenses and the top-of-the-line Canon flash. My home and office are lined with excellent photos, and I get many compliments from friends and co-workers. In fact, these photos and my glowing recommendations of this camera have encouraged five other people to buy it, and several of those folks have, like me, gone hog-wild and bought several lenses, flashes, etc.

Unfortunately, the story gets very grim from here. This camera's reliability is non-existent. It has caused me a lot of grief and cost me a lot of wasted money and effort. After several hours of conversations with technical and customer support, I have patiently and dutifully sent this camera in for four and now five repairs. The result is that I have had the camera in my hands for ten out of the last twelve months and it has actually worked for nine out of the last twelve months. This is an unacceptable track record for a camera that cost me nearly $1000. I find it had to accept that a camera in this price range will only last for three years.

The story so far: In April of 2006, when it was two years old, the camera's shutter stopped working. I sent it in to the Canon repair center (Repair number LG703765), the shutter was repaired, and sent back to me. Repair costs were $200, not including the thirty or so dollars to ship it to the repair center. I lost use of the camera for two weeks.

A mere six months later, in October of 2006, the camera's focus lock failed. I was told to send it in again, and after expressing my disbelief and annoyance that the camera was failing again so soon, the repair (Repair number LH124454) was done without charge, except for the thirty or so dollars to ship it to the repair center. I lost use of the camera for two weeks, including Halloween, during which I was unable to take advantage of any photo opportunities with my children.

It only took two months for the camera to fail again. Again, some kind of shutter problem rendered the camera unusable during my children's first trip to Disneyland. Again after expressing my disbelief and annoyance that the camera was failing again so soon, the repair (Repair number **) was done without charge, except for the thirty or so dollars to ship it to the repair center. I lost the camera for three weeks because of the Christmas holiday, during which I hardly need add, that I was unable to take any photos during the holiday. This was a major disappointment.

Less than a month later, I began to experience an intermittent shutter failure, during which the shutter would stay locked down (looking through the lens, it would be black), and then it would release after being set aside for several hours. I called the Canon technical support, and they told me that I would have to send it in again. I was reluctant to do so, because the shutter was sticking intermittently and returning to normal several hours later, which is a difficult problem to reproduce. However, after several episodes of this in late March of this year, the technical support person recommended – based on the number of incidents with the camera -- I contact Canon Customer Support.

My case with this department was handled by a man named ** (866-886-1901 extension 2191), who listened to my saga and told me that I would need to send the camera to the repair center for “evaluation”. I explained that I feared they would not be able to find much as the shutter was sticking intermittently and returning to normal several hours later, which is a difficult problem to reproduce. ** explained that the evaluation would be complete and extensive, and that it might take longer than an average repair. It did not help that the free shipping was three-day, and the total time I was without my camera was three weeks.

I thought that “Customer Service” would include, at the very least, some follow-up about the results of the evaluation. Not so! I got home from work one day, the camera was returned, and the note inside said that the camera and lens was evaluated and nothing was wrong. Did I get a phone call from **? No. Did I get an e-mail from **? No. I waited a couple of days and heard nothing. I finally called him, left a message, but he did not return my call for over a week.

By this time I was so disgusted, I didn't bother calling back. I guess Canon's idea of Customer Service is different than mine. At least this time, Canon ponied up the shipping costs (although I had to purchase fifteen dollars worth of packing materials).

Which brings us to today, two months later. While shooting some photos for a client, the camera failed mid-job. (Bye-bye, freelance job!) But this was a newer, different shutter problem. The shutter engages (softly) takes a black image, gives the dreaded, meaningless “Error 99”, and refuses to take another shot. This time the camera did not return to normal; it is dead in the water.

I am now at wit's end. I just got off the phone with **, whose capacity for sympathy is somewhat limited. He gave the usual response – "send it to the service center." I asked if there was any way to expedite the situation, and he said he could ask them to look at it “as soon as possible”. Give that it is Tuesday, and that they will be sending me another lame three-day label, I figure it will be back in my hands in what, three weeks?

Let's recap: Camera down time out of the last twelve months: Almost three months. Events missed: Kid's first trip to Disneyland and Legoland; Halloween, Christmas, and New Years 2006. Money spent on repairs/shipping: $300. Estimated sales from my own purchases and recommendations to friends: over $5000.

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Canon Printer 7150
By -

FORT LAUDERDALE, FLORIDA -- I worked in printroom. My company leased the Canon 7150 and it was installed in July 1st 2008. From the first day it would not work. I had to have a tech rep out constantly to fix it.

By early October they had practically replaced every part in the machine. One of the main problems was that sensors kept malfunctioning and had to be replaced alone with all other parts - including at one point a motor went out. On October 24th I noticed a film in the air early in the morning - then around 3pm the printer literally exploded black toner dust out of the machine - the walls - ceiling - carpet - my skin had black toner dust/developer all over the place.

The dump station filled up and the sensor that should have turned the machine off malfunctioned so since this dump station was full it had nowhere to go so it saturated shooting out of the back of the machine - the whole room was a black fog - as a result my lungs became inflamed. I was put on steroids. I lost about 45% use of my lungs. I ended up in the hospital for 10 days. Two results of overexposure to toner dust are respiratory problems and cardiovascular problems.

It put a stress on my heart and I was very sick for a year - neither Canon or the leasing company helped me at all. As a result I ended up losing my job and had medical bills amounting to over $10,000.

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Canon U.S.A., Inc. Rating:
Star Half star Empty star Empty star Empty star
1.5 out of 5, based on 8 ratings and
19 reviews & complaints.
Contact Information:
Canon U.S.A., Inc.
1 Canon Plaza
Lake Success, NY 11042-1198
800-652-2666 (ph)
516-328-5069 (fax)
www.usa.canon.com/
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