Shop.usa.canon

Been purchasing cameras and lens from canon for over a decade. Recently purchased a $3,000 lens that was suppose to have signature confirmation yet it was delivered when no one was home and fed ex produced a fake signature for it. 3 months later canon has yet to resolve. This will be my last purchase with them.

Until 2021, the process of purchasing items (mostly ink cartridges) at the Canon website had been problem-free. The arrival of COVID-19 apparently resulted in some disastrous changes, probably because of reductions in staff at the packaging and distribution end. These changes, in turn, revealed some previously unnoticed shortcomings in the website.

Like most large companies, Canon has reduced the number of "live" service reps to an absolute minimum. If you want to find out what happened to your latest order, you must use the 800 number, work through the automated menu, press 2, and get an automated report. The report does not include the information that "To speak with a service representative, please press 2 again:" to get this information, you must stay on the line until that message is presented, about a minute later (if you haven't given up and gone away, in the interim).

I had ordered some cartridges on September 18, and received an automated email from Canon to the effect that they had been shipped and would arrive in 3-7 busines days. Since they had not arrived by the expected time, I used the tracking number provided in the email to look for the status of my order: clicking on the tracking number took me to a Pitney-Bowes webpage, which displayed the helpful message "Status not available." Even more alarming was the fact that my order did not appear in my account's Order History; it seemed to be in some sort of "limbo" state, half there, and half…NOT there!

Back to Canon: this time I waded through the automated menus to "press 2" to speak to a live human being and got, instead, a different message, that "wait time will be over ten minutes," followed by some cheery "elevator music." Out of curiosity, I put the phone down and checked at intervals to see if the music was still playing: after 20 minutes, it was still tinkling away, at which point I decided that further waiting was pointless, and hung up. It's possible that the 800 number is not even staffed; in any case, a wait of 10 minutes is in itself a sign of the company's complete indifference to the average consumer. A company that insults its customers in this way deserves no support.

I advise other buyers to look for some other source of materials for Canon devices, and/or plan to buy electronic devices like printers and scanners from some other company altogether, in the future.