Consumerist alum Joel Johnson has a beef with Canon and their decision to treat him, the proud purchaser of Canon Digital Rebel XT, like he found the camera in a dumpster.
The software that came bundled with my Canon Digital Rebel XT no longer works on the latest version of OS X. No problem, right? I’ll just download the update from Canon. But oh ho! They’ve bundled all the functionality into a new application called “EOS Utility,” which is now packaged with cameras newer than mine. And because it’s a newer bit of software, Canon’s (rather helpful) customer service people want me to pay $20 for a copy of the new software.
I understand not getting free software updates for life, but it’s doubly frustrating in this case, because 1) I brought the camera in part because of the functionality promised by their software (functionality I used to have until I upgraded my Mac), and 2) it’s stupid that Canon won’t just let the users of their cameras download the software in the first place. Even if I had bought a camera that came with the newer “EOS Utility” software, Canon would force me to pay for a new disc if I lost or broke the original. Their rationale? According to the customer service rep: “What if someone bought a Canon from a pawn shop? Then they could have the software for free!” The horror!
I love my Rebel, but I’m extremely put out by Canon’s decision to maximize every bit of profit instead of providing a person who purchased their product with the best experience possible.
We’ll give our old bossman the same advice we give you: don’t stop with Tier 1, escalate! Knowing Joel, he’s probably already found a free copy of the new software online somewhere, but if he hasn’t, anyone know where he can get it?
Either way, Canon’s policy is wack. Why should it matter if Joel traded a newborn child the camera underneath the docks? Successive generations of owners shouldn’t have degraded user experiences. — BEN POPKEN
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Some things people are missing: I didn’t upgrade my OS, but actually upgraded my Mac to an Intel-based model. Same OS, but the old software doesn’t work on the new hardware.
Also, the software I needed was to capture images directly from the camera with a remote control (from the Mac), not just copy images from the memory card to my machine. That’s a very specific thing that I needed Canon’s software to do – and I *could* do it on my old G4 Powerbook.
My point remains only this: Is it wrong that Canon charges money for upgrades to their software? No, it’s their right to do it. It’s just shitty to do so. I think my $1,000 purchase of the camera paid them enough for software they’re going to write anyway, since they bundle it with the newer versions of the camera.
And as for the “no downloads for any users” policy, that makes my life as a legitimate Canon user more inconvenient while clearly does nothing to stop me from pirating the software if I choose.
Anyway, not a huge deal, all told, but just a bad customer service experience.
…..HP did the same thing with their inkjet drivers in the 1990s. Upgrade to windows 98? Had to buy a new driver, I think for about $12. Funny thing is that Windows XP recognizes the ten year old printer with no installation.
…..I have a couple of years old Nikon. Their Coolpix software was a pain, then I discovered that you could just browse the camera memory itself, like it was a portable hard drive. You’re going to set up your photo albums the way you want, anyway, not in Coolpix’s byzantine system. And as an image editor, it was weak.
iPhoto on Mac (I’m using 10.4.9) does delicious things like processing RAW images. So use that! I do!