I took my camera to Canon’s office in Makati last October to have the CCD repaired. While I was at the counter talking with the customer service agent, I heard the guy beside me said that it has been over a month since he dropped his camera to be fixed and that he wasn’t able to get any updates over the phone so he decided to just drop by and see for himself.

Since it was my first time to go to Canon’s office for service, I shrugged his complaints off, thinking that they can’t be that bad. And the girl behind the counter even gave me their direct line and the names of the persons I should look for.

A week after I brought my camera to be repaired, I called their office for an update. I wasn’t able to get through. Apparently, their trunkline number has been changed. When I was finally able to find the new number, I found out that the extension line is no longer valid. Finally, I was able to talk to a human. I was put on hold again and told that the new parts my camera need still has to be shipped from abroad. In parting, I was promised that an agent will call me ever so often to give me updates on my camera.

Two weeks after my first call, I called again. I was promised the same thing.

A month after I went to their office, I tried calling again but keep on getting put on hold. It seems that they don’t have enough people handling their phones and their customers.

I tried again this morning and after only 3 minutes, I was able to talk to somebody.

CS Agent: “We’re still waiting for the parts to be shipped.”
Me: “When do you expect the parts to arrive?”
CS Agent: “Either first or second week of December Ma’am”
(When I called before, they said it’s either November or December)
Me: “Okay, so I’ll be getting my camera next year?”
CS Agent: “Oh, no ma’am! But if you need a camera, you can use one of our service cameras muna…”
Me: “Will I get it before Christmas?”
CS Agent: “Ay, ma’am, hindi po.”
Me: “So you’re saying I’m getting it anytime between December 26 and December 30?”
CS Agent: “Ma’am our technicians–”
Me: “You said I’ll get it before next year and I won’t get it before Christmas. That means it’s in between December 26 and December 30, right?”
CS Agent: *sighs in resignation* “Yes, ma’am.”
Me: “Now about that service camera…”

What I don’t get is.. Why didn’t they tell me when I was there and during the previous times I called that I can borrow their service cameras?! Ugh.