Monday Aug 25, 2008

Doing the same thing again and expecting different results

I was shooting a herd of Wapiti which were jumping into freezing white waters of Athabasca river near the Ice Fields parkway in Canada. My Canon SLR stopped working and gave the dreaded Err 99.

Later Canon service folks diagnosed and asked me to parcel the dead camera to their factory service center in Irvine, California along with a copy of original receipt.

Not having preserved the original receipt, I went to the electronics supermarket chain I bought the camera. The customer service specialist there took my creditcard and worked for about five minutes on the LCD screen and said "Sorry! you will have to try at the shop you bought your camera... We cant print your receipt here". Then I drove ten miles to the shop where I had purchased it.

Customer service specialist there took more time, couldn't figure out how to print a duplicate receipt. The boss in that store came down. He gave his experienced gaze at the terminal and he suggested something. The service specialist then went inside and came out with a printout of an excel sheet containing all the purchases I had ever made with that company.

Then I called Canon, to check if that spreadsheet is acceptable, but they insisted on giving the original proof of purchase. I went to the nearest store again, but this time the customer service person there swiped my credit card, and my duplicate receipt came out the printer in matter of seconds!!

Someone defined insanity to be doing the same thing over and over again and expecting different results, but might work for you when you call for customer service help.

By the way, Canon replaced my SLR camera's shutter assembly and sent it back in a week.

Photos from Canada are here
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