Digital cameras
28 June 2012

To Users of the PowerShot S100 Digital Camera

Thank you for using Canon products.

It has been confirmed that some PowerShot S100 digital cameras encounter a lens error caused by a disconnected part inside the camera. This announcement conveys the details of the issue and Canon's service policy for affected cameras.

Canon continuously strives to provide our customers with high quality, reliable products that can be used with confidence. We offer our sincerest apologies to any customers who have been inconvenienced.

Phenomenon
Some PowerShot S100 units (with the serial numbers listed below) may encounter a lens error due to a part that got disconnected inside the lens. In particular, this lens error may occur when the camera is used in certain environmental conditions such as in high temperature and / or humidity situations.

Affected Products

Some of the PowerShot S100 Digital Cameras within the following serial number range:

The first and second digits of the camera's serial number are any number from "29" through "41".
For example: "29xxxxxxxxxx", "30xxxxxxxxxx"...."41xxxxxxxxxx"

(The [x] characters shown above represent the remaining characters of the product's serial number.)

Market Support
Affected products that exhibit this phenomenon will be repaired free of charge, regardless of the warranty status, should investigations confirmed that the lens error has been caused by disconnection of the part inside the lens.

Support
Please contact your nearest service center on the availability date for servicing.

So I'm an S100 user residing in Malaysia (hot and humid place). I bought my camera in the 4th of March, 2012. Was a happy consumer. My camera's serial number was within the 'could be affected' range.

http://support-my.canon-asia.com/...type=n...s-powershots100

On the 24th of July, 2012, I was in a football stadium watching a game when I first saw the lens error message. A press of the power button solved it, and the camera functioned back to normal. I ignored the event.

The next time I saw the message was on the 28th of August, 2012. I was in a park at night, and the lens error was in full force. This time the lens really could not retract, and when I hit the power button...

1) Rapid clicking sounds
2) Start up screen appears + 6 beep sounds.
3) Lens error message:

Lens Error
Will shut down automatically
Restart camera

I am sending it to Canon's "Corporate Head Office, Showroom & Service Centre" first thing in the morning tomorrow. Good thing it's not terribly far away from where I live.

Will keep it posted on this thread.

So I just came back from the Canon place. Sat down and talked with the woman at the counter.

Here's a summary of our conversation.

1) It'll take a minimum of 10 working days to fix it. Then I'd have to go back there and collect it. Delivery would cost 30 MYR. (10 USD)

2) The defected part inside will be replaced, not repaired.

3) I asked for the camera to be replaced with one that is without the 'affected' serial number. Not possible.

4) I asked if they could guarantee that the same error will not happen again after the repair. They couldn't guarantee.

5) I asked how many S100 lens error cases they have handled. About 50, she said.

6) I said out of those cases, how many came back to repair it for a second time. About 2, she said.

Am really NOT assured about the whole thing. Any thoughts?