Forum,

Stemming from new, debilitating errors - since my DC10's first trip to Canon Factory Service - I have sent the unit back to Canon for a second time.

This occurred back in September, though I am only getting around to posting an update now because I had so many better things to do than continue to drive myself crazy with this bloody camera - and I had to take a hiatus before I ended up in the emergency room with a heart attack. With that in mind, I will post only a brief summary of events - though both the story and my most recent written communications to Canon were equally lengthy to the initial one.

In short, when recording the very first disc after receiving the DC10 back from Canon Factory Service (DVD-RW, VR mode), three problems occurred:

1. The camera would not record additional video, when ample space remained on the disc and, instead, flashed an error message in capital red letters to this effect

2. All video currently recorded to this disc was lost

3. The eject mechanism failed, so my disc was stuck inside the camera

As before, I contacted Canon customer support and explained my issue. As before, they stated that (absolutely, positively) nothing could be done without sending the entire camera to Canon Factory Service. As before - and, especially in light of my previous experience with Canon Factory Service - I wrote a detailed letter explaining the precise problems I encountered, steps I took to remedy them, and in bold letters requested that they contact me to discuss the repair, or with any questions that they may have.

True to form, Canon:

1. Replaced various parts, with no explanation as to why they were replacing them or what led them to believe that these particular parts were at fault

2. Failed to contact me, by phone, email, or U.S. mail

3. Followed up with a self-aggrandizing 'invitation' to provide my feedback via a web-based survey because they cared so much about my opinion as a customer

Disregarding Canon's continued delusion (or, alternatively, blatant lie) that they give a spit about their customers - as evidenced by comparing their ongoing poor behavior with their overly-complementary emails and web site - the salt in this particular wound was the following sentence fragment from the verbose 34 words that they generously wrote on their repair form when returning my camera:

"customers disk is no good please use another disk"

The reason why these particular words inflame my passion to such a degree is that I have been contending since the beginning of this ordeal that the DC10 is causing the corruption I continue to experience!

Not only does Canon refuse to acknowledge that their camera is - or even might be - at fault, but they - for the second time - blame my disc for the problem. These were brand new discs that have only ever been used in this DC10. This particular DVD-RW has only been recorded upon once before. It is brand, brand new and, now that Canon has removed it from the camera for me, I can see that its surface is flawless, at least visually.

Furthermore, this is a Sony AccuCORE DVD-RW for the Handycam - the most popular and easily-available mini DVD-RW media on the market. And, as most of the DC10 owners out there already know, the Hitachi/Maxell HG Series discs that Canon recommends in their produc manual do not even exist. I have been looking for these discs in stores and online (including Hitachi's and Maxell's web sites) for over a year now. They flat out do not exist. (I did manage to find and purchase, at great expense, other Maxell discs, which I am currently using.)

For this outburst, I apologize. I have tried to be fair, reasonable, and calm about this process, though I am only human and can do so no longer in the face of Canon's perennial abhorrent behavior.

If I have not implied it strongly enough, I will state for the record my opinion: Consumers seeking to purchase a DVD camcorder should absolutely avoid the Canon product line. Not only do their products fail to perform, but the company fails to perform. If you missed it previously, read MarkLWitt's "I gave up" post where he advises factoring in the cost of the time you will spend battling with the Canon camcorder into the total cost of ownership. Any DC10 owner will tell you that, however rich you may be, you can't afford this camera.

I hope this is the last post I will add to this thread, though my baby son is getting more adoreable by the day, so the DC10 is bound to see more usage in the near future. Until then, best of luck to you all.

-Michael

I am going to the local retailer today (Wolf/Ritz Camera) to attempt to solve my problems with it (very similar to all the ones detailed above).

After being told once by a clerk that I could easily exchange for another model on the shelf, I have now been told by the "boss" over there that the only option is to send it back to Canon to see what they can do.

This makes me nervous - based on everyone's experiences here.

Just wanted to see if anyone had anymore to report. Otherwise, I will proceed & let you all know how it turns out.

Wish me luck!

Wow... I didn't realize there were that many other people out there with the same aggravation with Canon as I've had.

You can read my post about the DC210 on the Buying & General message board (and scattered comments about 'VRO' throughout).

And!! You can also read similar posts about the DC210 on nearly 20 other popular sites, including Amazon, CNet, PC World, Epinions, and so on.

It took several calls to Canon, including one conversation with a rude customer service supervisor, to find out Canon put a camcorder on the market without bothering to tell anyone that video output from VR mode is VRO (the term VRO isn't anywhere in the user guide or even on their website) and obviously never bothered telling customers that an additional software purchase would be required to edit VRO videos.

The staff at my local electronics retailer told me that they recently attended a conference where Canon displayed and talked about their new camcorders and never once mentioned VRO.

I also got that same "we care about you" customer comment invitation. I also have not heard from Canon since.

I do believe that this can be fixed -- at least at some level.

If you have a VALID concern with a piece of Canon equipment which Canon refuses to support,


People out there are reading my comments and based on their responses (all positive), I believe that my comments are influencing their purchases.

The DC210 was just put on the market in March 2007. If my comments are enough to influence buyers such that Canon sees a drop in the anticipated sale of this particular camcorder, perhaps they will become more interested in providing some decent level of customer support.

SuzLeigh

Hi, im having a problem with my dc10. I have downloaded the mydvd for canon that came with it and im using to usb cable that came with it. I have recorded the footage on it and now i want to put it on my laptop. I have windows vista. I pug everything in and the camera says that im connected with the pc. i browse to find the file and i find it but it says the disk is empty. I dont no whether its mydvd and if i should try another software. Please help!!!!!!!! ive spent night after night trying but it doesnt work Help please!!!!!!!!!!!!!!