Whatever you say about Canon and Canon products and services, taking a week to not answer an email of complaint/support request is indefensible. I sent my email last Thursday. So far, I’ve had nothing more than an automated "we’ve had your email, here’s a reference number" response.
The impression I’ve received so far from Canon is that any problem with their product must be the result of something I’ve done wrong or a problem with another (third party) piece of hardware/software that I’ve installed. The possibility that the problem could be with their product or software does not seem to have occurred to them or even be part of their psyche.
Furthermore, surely if a customer has a problem (and thinking about what I was taught in college by the CIM), the first thing you do is bend over backwards to help your client in order to retain that customer and turn them into a corporate ambassador (people tend to remember problems that were solved quickly and helpfully more than things that went right in the first place) and also to identify a potential product fault and rectify it in a future product revision (perhaps by issuing a software/firmware patch in this case, or at least by giving support staff information to help them identify a similar problem with another customer).
But this doesn’t seem to be part of the Canon culture, based on my experience from the three tech support people that I’ve spoken to and my use of tech support areas of their website.
And it is this, even more than the failure of the product itself, that irks me.
