Complaints

This profile includes complaints for Canon I. T. S., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Canon I. T. S., Inc. has 13 locations, listed below.

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• 

  Canon I. T. S., Inc.

  850 Greenbrier Cir STE K Chesapeake, VA 23320-2644

• 

  Canon Business Solutions

  880 Blue Gentian Rd Ste 100 Saint Paul, MN 55121-1670

• 

  Canon I. T. S., Inc.

  4801 W. 81st St. Suite #112 Bloomington, MN 55437-1111

• 

  Canon Solutions America

  6 Cityplace Dr Ste 100 Creve Coeur, MO 63141-7157

• 

  Canon I. T. S., Inc.

  501 SE Columbia Shores Blvd Ste 900 Vancouver, WA 98661-8024

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a brand new **** ***** ******* laser printer, and I am trying to scan with it. The MF Scanner software doesn't actually launch or do anything, so I attempted a firmware update, but the firmware update requires the printer be hooked up USB or via a network cable. When I tried to plug a network cable into the printer, there was a HUGE arc flash, way more than what one would expect from static discharge, and now the networking port does not work (if it ever worked.) I was a good quarter inch away when the arc flash went off. I still cannot scan from this device. I tried to register my product online using the model and serial number given on the device info page, but the website only returns "a problem has occured" with no additional feedback, and calling the support number says "our offices are closed." I will need a *PROPERLY GROUNDED* replacement device shipped to me immediately, or a full refund so I can throw this thing in the trash and go buy me a Brother printer.

  Business Response

  Date: 10/06/2023

  Dea* ****
  
  We will reach out to the customer to
  provide support. .
  
  As always, we appreciate the
  opportunity to address our customers’ concerns.
  
  
  Sincerely,
  
   
  Canon Customer Relations
  Canon USA

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,
  
  I hope this email finds you well. I am reaching out to lodge a formal complaint about an experience I recently had with Canon after purchasing a printer.
  
  Order Details:
  - Order Number: **********
  - Purchase Date: September 7th
  
  Issue:
  It's been almost a month since I placed my order for the printer, and I have yet to receive it. Understanding that delays can occur, I decided to reach out to Canon's customer service to inquire about the status of my delivery.
  
  However, the response I received was far from satisfactory. The customer service representative I spoke with was not only unable to provide me with a clear update on the status of my order, but her demeanor was also arrogant and dismissive. I felt undervalued as a customer, and her attitude was not in line with the level of service I expect from a reputable company like Canon.
  
  Resolution Sought:
  I am deeply disappointed with both the non-delivery of my product and the quality of customer service I received. As a result, I am requesting a full refund for my order. I believe this is a reasonable request, given the circumstances.
  
  I kindly request your assistance in this matter to ensure a fair resolution. Thank you for taking the time to address my concerns. I look forward to hearing back from you and hope we can reach a satisfactory conclusion to this matter.
  
  Sincerely,

  Business Response

  Date: 10/11/2023

  Dear ****
  
  The claim for this customer is currently
  pending and the customer is working with Customer Escalation Representative
  *****.
  
  We might also suggest the customer reach out to their
  apartment office as the order was shipped under ****x ************* delivered and signed for by **********.

  
  As always, I appreciate the
  opportunity to address our customer's concerns. If you have any questions please
  don't hesitate to reach us through the contact information below.
  
  
  
  Sincerely,
  
   
  Canon Customer Relations
  Canon USA

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The building officer could not locate and package, please contact *****, thanks.
  
  
  
  Sincerely,
  
  
  
  ***** **

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A printer was purchased and since I bought it, it did not work. I want a replacement. Nothing has worked not the fax, the USB, and the printing has always been slow.

  Business Response

  Date: 09/29/2023

  Dear BBB,
  
  The customer can also
  utilize the following technical support options:
  
  1.
  Canon Community Forum: https:/*************************
  2.
  Canon Knowledge Base: https:/*****************************************
  3.
  Canon Technical Support: ###-###-####.  
  
  As always, we appreciate the
  opportunity to address our customer's concerns.
  
  
  Sincerely,
  
   
  Canon Customer Relations
  Canon USA
  
  

  Customer Answer

  Date: 09/30/2023

  
  
  Complaint: 20659042
  
  
  
  I am rejecting this response because: I want a replacement. I know that Canon has a website. I already tried calling and doing it online. Through phone, they did not resolve anything and on the website, I couldn’t fix anything. Just approve the replacement, and I can send back the old one.  I also noticed or think that the model I have is outdated. That you guys no longer have it.
  
  
  
  Sincerely,
  
  
  
  Lucia Martinez

  Business Response

  Date: 10/02/2023

  Dear BBB,
  
  The customer can also utilize the following technical support options:
  
  1. Canon Community Forum: https:/*************************
  2. Canon Knowledge Base: https:/*****************************************
  3. Canon Technical Support: ###-###-####.  
  
  As always, we appreciate the opportunity to address our customer's concerns.
  
  
  Sincerely,
  
   
  Canon Customer Relations
  Canon USA

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm trying to support a Canon product, and unlike all other technical companies, they indicate that they can't provide any support unless you know the model number. I have the serial number, and they said that's not good enough. Then the operator proceeded to tell me it's my problem and hung up on me. Extremely unprofessional. The website is not usable. There's no information, no contact information, only sales numbers. You have to go in circles to get anywhere, and when you do, they hang up on you.

  Business Response

  Date: 09/29/2023

  Dear BBB,
  
  We will reach out to the customer
  to provide support.
  
  The
  customer can also utilize the following technical support options:
  
  ** ***** ********* ****** ********************************
  ** ***** ********* ***** ************************************************
  ** ***** ********* ******** ***************  
  
  As always, we appreciate the
  opportunity to address our customer's concerns.
  
  
  Sincerely,
  
   
  Canon Customer Relations
  Canon USA

  Customer Answer

  Date: 09/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: support is not the issue. The issue is that the employees that were supposed to be able to provide support were not because I didn't have the model of the printer, but I had the serial number. Any technical company would argue that showing the serial number would be equally suffice to whatever model their product is. Not to mention, the employee was very rude and hung up on me for being frustrated with the fact that there is no way to look up a device by serial number. There was no online support for my issue because theres no way to look up a product by the serial number. The only way to get warranty information is to register the product WITH the model number. It leaves customers in a position where they are not able to get any assistance, and poor business practice. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/06/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As I had done successfully in the past I called what I thought was official Canon Product Support for a printer error and was connected to ****** ***** ** ******* *** impersonating as Canon Printer Tech Support. He gained access to my laptop via a remote troubleshooting session and rudely attempted to bully and scare me into paying **** for tech support on non printer related issues. I disconnected the session and the call after I became uneasy. I am concerned for the safety of my personal and professional information. The official Canon Product support website specifically advises against third party scammers and says it will not charge more than *** for phone support.

  Business Response

  Date: 09/08/2023

  Dear ***
  We appreciate the customers loyalty to the Canon Brand.  Canon is aware of these companies.  As you are aware, they are not affiliated with
  Canon.
  As the customer pointed out we have posted on our website in hopes to
  better prepare our customer when these companies try to take advantage of them.
  Further, we appreciate the detailed information you provided
  regarding your unfortunate technical support experience wit* ****** ***** ** ******* ****  Canon is unable to take
  any legal actions regarding your experience, as this would be a matter
  between you and ******* ****  However, we
  offer the following steps that can be taken if you are so inclined:
                * **** * ********* **** **** ***** ******** ******* ********
                * **** * ********* **** *** ******** *******
  
  Once again, we appreciate you providing such detailed information
  to Canon Customer Feedback.
  Thank you for choosing Canon,
  
  Customer Relations
  Canon USA

  Customer Answer

  Date: 09/11/2023

  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:09/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear *** *epresentative,
  
  On September 1, 2023, I purchased a lens and a camera from the merchant (Order * ************ While the lens was in stock, the camera was on backorder. At checkout, I selected "ship as complete" option to have both items shipped together at the same time.
  
  On September 5, 2023, I was chatting with the merchant's chat representative (named Terence) who confirmed that "I do indeed show that the order will wait until the backorder is replenished before shipping, yes." The screenshot of this communication is attached. Later on the same day, the merchant shipped the lens separately while the camera is still on backorder.
  
  I contacted the merchant's customer service line and spoke with a manager named ******. I explained that under the "Perfect Tender Rule," I do have the right to reject the delivery if, as in his case, the seller fails to conform to my selection and demands (i.e., ship when complete).
  
  I explained to ****** that my concern is that if the lens has manufacturing defect or malfunctions, I have no way of realizing it until I receive the camera at which time I can no longer return the lens for the merchant's 14-day return policy is passed.
  
  ****** orally agreed to have the 14-day return period for the lens to run from the date I receive the camera, and promised to put an annotation on the account. That said, he refused to send me an email confirming the agreement for my future reference.
  
  Given that merchant is at fault for shipping the lens separate from the camera and that the lens is very expensive, I would like the merchant to confirm in writing ******'s oral promise that the return window for the lens begins no sooner than the delivery of the camera. Otherwise, I reserve the right to return the lens, cancel the purchase for breach, and dispute the transaction.

  Business Response

  Date: 09/08/2023

  Dear ***
  
  Good afternoon.
  
  This email serves
  notice that the customers account is annotated as advised.
  
  And Canon has agreed
  to extend the return period for the lens to 14 days from when the camera is
  delivered to allow him to test the lens.
  
  The customer may
  also contact our sales department at ************** to discuss their issue.
  
  As always, I
  appreciate the opportunity to address our customer's concerns.
  
  
  Sincerely,
  
   
  Canon Customer Relations
  Canon USA

  Customer Answer

  Date: 09/11/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:08/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Informed customer care that I hadn’t received some of my kits for my camera and that I had wanted to return the ones that I did receive. Still haven’t received an RMA / return label or an update to my refund. Thank you.
  
  Order ***********

  Business Response

  Date: 08/11/2023

  Dear ****
  
  Good afternoon.
  
  The customer should contact our
  sales department at ************** to discuss their issue.
  
  As always, I appreciate the
  opportunity to address our customer's concerns. If you have any questions please
  don't hesitate to reach us through the contact information below.
  
  
  
  Sincerely,
  
   
  Canon Customer Relations
  Canon USA

  Customer Answer

  Date: 08/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  contacted and they said outside 14 day return policy even though i requested a return of the ones i didnt receive on the day i reported the ones missing for a refund.

  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:05/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my canon Printer now for about 6 to 7 months and I have had 3 to 4 problems with it dealing with the ink. It keeps defaulting it keeps saying 1688 and I don’t know what that me but I could never get anybody to resolve the issue they told me about buying a 1999. I plan to get the issue resolved it. Also, you have to email them. Their product is a bunch of crap they should not be allowed to be in business.

  Business Response

  Date: 05/30/2023

  Dear BBB

  Good
  afternoon and please relay to the customer.

  Thank
  you for providing feedback about your experience. Please accept my sincere
  apology for the difficulty you experienced accessing technical support.

  Canon
  launched My Canon Account in May of 2019 to provide a means to better manage
  your access to technical support content and assistance. Please access your My
  Canon account, or create your My Canon Account, and register your product(s) to
  access the available support options including phone and online options.

  Please
  complete the steps below if you need to create a new account:  Create
  My Canon Account* ************************************

  Please
  be certain to include all possible phone numbers you might use to call
  Canon Support.  Our system will automatically identify your My Canon
  account based upon the phone number from which you call us.
  After
  you create your account, click on the “Add Product” link to register your
  product.  Please be sure to register all your Canon products to
  streamline future interactions.
  

  Thank
  you once again for your feedback.  We trust this information will help you
  create a My Canon Account that streamlines and improves your experience with
  us.

  
  Best
  Regards,

   

  
  Canon
  USA Support

• Initial Complaint

  Date:01/04/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a nice printer from Canon, model ******* II. I read through all manuals posted on the main ***** website of the printers features and capabilities. In the provided material, this printer was listed as capable of Scan and Send by email. I verified this in the provided materials on their website. Well, low and behold, my printers firmware did not have that as an option. Later, I was called from ***** and basically told this printer does not and will not have that option. For that option, I must purchase a higher end model ******* II at three times the cost. What I'm really ticked off about is the fact their online manuals do not properly represent what models they cover with what features. False advertising, then the upsale. What I want, is the model ******* II to have the listed feature as expressed in their material. I want a firmware update enabling this feature for myself and other customers who have found this material expressing this model is covered under this feature. If that is not possible, then I want all material reviewed and scrubbed to include this false data. A partial rebate would be nice too. I was misled and simply given the "Oh well....buy our higher model" attitude.

  Business Response

  Date: 01/06/2023

  Dear ****
  
  We have provided technical support already with the customer, as they have stated.
  
  Our records do not indicate the unit
  was purchased directly from ***** so a “partial rebate” would not be possible.
  
  
  If the customer have
  additions questions they can also utilize the following technical support
  options:
  
  ** ***** ********* ****** ********************************
  ** ***** ********* ***** ************************************************
  ** ***** ********* ******** ***************  
  
  As always, we appreciate the
  opportunity to address our customer's concerns.
  
  
  Sincerely,
  
   
  ***** Customer Relations
  ***** USA

  Customer Answer

  Date: 01/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As already stated, product support manuals indicate the specific model number falls under features which it does not, and plan to not, have. I do not agree with misguiding customers with incorrect material that does not properly reflect features of a product that would result in loss of hard earned money for products misrepresented to contain certain features.

  I still stand with hoping for an acknowledgement that such support materials will be revised to reflect true product options or an acknowledgement that a firmware update will be pushed for specific models to reflect options shown in current support material.

  Based on principle for other ***** customers, I strongly believe one of the above options would correct the issue for all customers involved. I am not making such complaint on my behalf, but wish all other customers the same courtesy.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/04/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new Canon ****** ****** from an online merchant. I registered it and when it had problems 6 months later I talked to a tech support representative and he said it had a defective head. He sent me a link to get it replaced as he informed me it was under warranty. When I tried to get it taken care of the person I talked to informed me Canon did not honor it's warranty because of the online company I purchased it from. I spent over **** for this product depending on the name recognition for quality and good reputation. I was sadly mistaken. I now have a 6 month old product that is useless.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Dear Ms. ******,
  
  The ******** should utilize the following technical support options:
  
  1. Canon Community Forum: ********************************
  2. Canon Knowledge Base: ************************************************
  3. Canon Technical Support: X-XXX-XXX-XXXX.
  Of note, the terms of the warranty are one year from date of purchase from an authorized Canon dealer. The ****** ****** was released by ***** in *****
  As always, we appreciate the opportunity to address our ********'s concerns.
  
  
  Sincerely,
  
  
  Canon ******** *********
  Canon USA
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Operating Systems: ******* ********* ** , ** Professional **** ******* ** ** ** ******** *******
  *** OS(r)5 X ******** 10.5.x, ******* and *****
  CD Software Driver Included: With the Canon Print App, you can print documents directly from online services, such as ********* ************ *********** ********** and ****** *********
  Standard Connectivity: ********* *** ****
  Voltage: 110V (standard US)
  Dimensions: Printing: 18.3" (W) x 18.1" (D) x 11.5" (H)
  Weight: 34lb
  Warranty: Canon U.S. and Canada ****** limited warranty with Instant Exchange Program. ****** toll-free technical phone support.
  
  No where does it give me guidelines as to where to purchase for valid warranty. I had a business equipment dealer offer to purchase it so I would remove it and the copy of the rejection of warranty because it was hurting his business. Unfortunately I handled his request as Canon handled mine. I masy lose **** but his sales will cost him more.