I have to admit, I really love the Canon XF100 video camera and we’ve created some really great videos with it… when it works.
We don’t put a lot of wear on the camera, so it should have lasted longer than it did. We bought it at the end of March and finally being able to go high definition and tapeless was a dream come true. That is until we one day plugged an XLR cable into the mic input and the camera just died. Canon’s telephone support was fairly useless as all they did was tell us to push the reset button on the side (which we already did) and then to take it back to where we bought it so they can send it in for repairs.
First off, before you spend three thousand dollars-plus on a video camera, make sure they stand behind what they sell and have some kind of an exchange policy. We bought our XF100 from Ace Photo in Ashburn, Virginia and only found out the hard way they don’t exchange for goods they sell that may be defective.
We sent the camera in (and we were lucky one of our cameramen had his own Hi-Def camera so we could continue working) and waited around three weeks to get it back. It turns out a fuse had blown within, was replaced, and eventually sent back. The camera was in use just one day, we plugged an XLR mic cable into the camera and it died again. In all my years of videography, this has never happened. Granted, this is a brand new model and it may be buggy, but since we can’t find anyone else with similar issues, we just may have a lemon.
So we called Canon again, received the customary apologies for our inconvenience and was told aside from sending it back in for repairs, they’ll just fix that unit, and send it back. Should it fail again, we’ll have to repeat the process again.
I understand it’s not like we bought a McDouble that has no ketchup and they’ll just replace it. However, a McDouble doesn’t cost three grand either. It would be nice if Canon would show a little more professionalism on the professional level and I’m not sure how much patience I’ll continue to have with long waits for tech help on the phone just to be told to just keep sending it back in until the one-year warranty expires and we’re shit out of luck.
Next time, we’ll buy a Sony.
"Next time, we’ll buy a Sony."
Tell 'em that, and that a $3,000 camera should be swapped after two strikes. See if they play ball. No excuse for that kind of shoddy support.
Igor, you missed out on our second phone call of the day to Canon's technical support yesterday. I told them that and they basically apologized and couldn't end the call fast enough.
Well, I didn't know if you had told them that on the second go-around, Bob. Perhaps this blog will shame them into swapping the camera with one that works!
Anyway, best of luck with it the third time. Have you pointed out that this is your livelihood that they're screwing up here?
At three grand, it should be subject to the same "lemon laws" as cars!
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Question, was it the SAME XLR cable or device? Is there some chance that you’re plugging into something that has “Phantom Power” that is frying the input?
Wow, could have spent less money on the 5D Mark II and had a full frame digital SLR to go with it. http://shop.usa.canon.com/webapp/wcs/stores/servl…
Been seeing quite a few professional videos being shot with that SLR. Makes me wish I could afford to get one. Just a bit out of my price range at this time. I have the 50D which is a replacement for the stolen D60 that I had.
If it blew a fuse the second time I'd be looking at what I was plugging into it instead of the camera
Bob,
I would agree with the Chuck, it’s most likely something about the device you are plugging into the unit rather than the unit itself.
And if you really are a PRO, and depend on your equipment to make a living, then sign up for Canon’s CPS program. I send in equipment for repair or cleaning and almost always get it back in 2 days!
Canon XF100
Canon 1d Mark IV
Canon 5d converted to IR
Canon 1ds Mark III