5D MK IV service question/opinion

Discussion in 'Canon EOS Digital SLRs' started by cityjack, Nov 15, 2020.

  1. cityjack

    cityjack New Member

    Joined:
    Nov 15, 2020
    Messages:
    3
    Equipment:
    EOS 5D MK IV
    EOS 20D
    Afternoon all,

    First time here and just looking for some opinions maybe a shoulder to cry on.
    I just bought my wife her dream camera a few weeks back. Basically, while in the living room, she just took it in and out of the camera bag I bought her and snapped some pics inside the house and basically just read the manual.
    While on vacation down to Georgia last week and as mentioned after only using it briefly in the house, one night while downloading some pics in the hotel, she noticed some dark/black specs (3 of them) through the viewfinder. The camera as I said is brand new and the lens had never been off. None of the three specs could be seen on any photo taken after downloaded to her pc. I then figured since the spots could not be seen on the photos, the sensor was clean. I could not find a camera cleaning kit anywhere while on vacation, so I bought one of those little "booger suckers" from the infant section at Target to get me by.
    First I took the lens off, cleaned the rear with the "Target tool" and visually inspected front and back. Reassembled, and specks were still there. I took the lens back off and while holding the body down opening towards the floor, tried the air tool again. Reassembled, and still, the specs you could see clearly in the same exact spots through the viewfinder. I also used air at the eyecup on the back of the camera, still no results.
    I called Canon on a Saturday night and made plans to send it back to Newport News VA for service. I paid 67 dollars for their "Sensor cleaning maintenance" option. Clean mirror, verify firmware, clean body, clean external LCD surface, clean external viewfinder, clean focus screen, and clean image sensor.
    I paid the 67 bucks for maintenance, 95 bucks for shipping insurance, and another 15 bucks for shipping.
    I sent the camera, a copy of the original receipt, and a decent typed letter of exactly what I'm saying here to Canon. They told me on the phone if the could not get the specks to disappear with the 67 dollar cleaning maintenance option, they may have to disassemble the camera further to get to the prism and/or the inside of the viewfinder. If this was the case, this would be covered under warranty. I said fantastic and thanked the man for his help.
    I received an email from Canon once they received my camera and it described the service process and how they'd keep me informed during the complete process up to the point of shipping. They even included a little youtube video of some Canon guy telling me all the nice things they were going to do for my camera and how it goes from their expert qualified technicians then over to their quality dept. for reinspection of the work completed.
    I received the camera back just this past Friday. The camera still has three specks in the veiw-finder, although, now they are in different spots. Yes, I drew pictures for my reference. Not only this, there is now a slight off color circular smudge smack in the middle of the black lined framed viewfinder.
    How does this get past not one service team but a quality dept. as well. I am more times than not a patient person and I know stuff gets missed, but two separate teams for something so obvious. Especially with me laying out exactly what I see and discussing with Canon before I even send the camera.
    I know some of you are probably saying, "Its only a few specs. It doesn't affect your photos". I paid nearly 4K for this camera/lens combo. I want perfect. I do not think thats unreasonable to ask. Especially since I have never taken the camera apart and its basically 3 weeks old.
    I plan on calling Canon first thing tomorrow morning to get their remedy.
    I'm curious to know your guys' thoughts please. I apologize for the novel but wanted you all to have all info.

    Have a good night.

    Sid
     

  2. John L

    John L Member

    Joined:
    Jul 10, 2019
    Messages:
    52
    I have had similar specks and found that they were on the lower surface of the prism - quite easily seeable when you remove the lens.

    If you find the same, I would not try to blow them off, in case you merely send them elsewhere inside the camera.

    I found that a cotton bud with a bit of distilled water to moisten it did a good job. If the spots are greasy, a little bit of isopropyl alcohol on the bud would probably do the trick.

    Certainly worth a look!
     
  3. cityjack

    cityjack New Member

    Joined:
    Nov 15, 2020
    Messages:
    3
    Equipment:
    EOS 5D MK IV
    EOS 20D
    Thanks a ton for the reply sir.

    I spoke with Canon this morning and they are paying for its return back to Canon. I feel real uneasy about getting inside if even slightly with a 3500.00 dollar investment.
    Hopefully this time, they can make it right.

    I'll let you know how it works out.

    Thanks again.

    Sid
     
  4. Caladina

    Caladina Active Member

    Joined:
    Jan 30, 2020
    Messages:
    606
    Equipment:
    Canon M50
    Canon 18-45mm m, Canon 55-200mm m, Canon 22mm m, Canon 28mm m macro,
    Sigma 100-400c ef, Sigma 18-35mm art ef,
    7artisans 7.5mm m, Laowa 100mm macro ef, laowa 9mm zeroD m, Vintage M42 Lenses:
    Ashi Super - Takumar 1.8 / 55mm
    i think canon should reburst you for having to send the camera in in the first place as its a new camera.
    either that or see if you can get something near the value thrown in for free like a spare battery etc.
    i find that companies would rather chuck an extra in a box that to do a refund.
    probably easier for them to 'loose' an item that do the refund paperwork and explanation.
     
  5. cityjack

    cityjack New Member

    Joined:
    Nov 15, 2020
    Messages:
    3
    Equipment:
    EOS 5D MK IV
    EOS 20D
    Hmmmm,I like the way you think. I think I just might ask for that.

    Have a good thanksgiving sir.
     

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