Canon Sucks - Terrible Horrible Bad Customer Service

--Original Message--

Date: 9/18/2014 5:54:11 PM
To: eosdigitalsupport@cits.canon.com
Subject: KB Escalation Response from Canon - EOS Digital Cameras > EOS 70D

Email Support Form Message

Product Type: EOS Digital Cameras
Product Name: EOS 70D
First Name: Jim
Last Name: Swenson
Date of Purchase: 07/02/2013
Connection: USB
Operating Systems: Windows 7 Ultimate
Problem Type: SoftwareError

Please provide the exact problem description
(Please do not enter any credit card details or other financial information):
Downloaded 3.14.15 update to DPP 3.13,20. Update did not work. When
I clicked on Icon nothing happened.

Please provide previous troubleshooting steps, or information
that can help Canon assist you:
Rolled back update/program. Reinstalled DPP 3.13.20 from Ver 28.2CD.
Tried downloading and updating program. Tried downloading Solution Disk
Software v29.oa disk with DPP 3.14.15. Spent all day re-installing
every way I could. Kept getting DPPDLL is missing error. Searched
the web for DPPDLL is missing error. Searched web for install
Canon DPPDLL. Searched the web for everything I could think.

Has anything changed since the unit funtioned properly?
(Installation of software, setting, cabling etc.):
No. just your update program.

Are you receiving a specific error code, if so please enter here:
DPPDLL is missing. What do I have to do o get his G.D. file!?!>

--Original Message--

Date: 9/19/2014 7:32:23 AM
To: eosdigitalsupport@cits.canon.com
Subject: Re: KB Escalation Response from Canon - EOS Digital Cameras > EOS 70D [#1696858]

Firewall and anti-virus ae off.

The install program 'the installation has been stopped. the application
may not have been installed proper;y' When I click on desktop icon 'The
program can't start because DPPDLL.dll is missing'

Sent: Thursday, September 18, 2014 at 7:36 PM
From: "Canon Support - EOS Digital"
Subject: Re: KB Escalation Response from Canon - EOS Digital Cameras > EOS 70D [#1696858]
Dear James Swenson:installation has ben stopped. The

Thank you for contacting Canon product support regarding your EOS 70D.
I understand you are having issues installing the camera software on
your computer. I am happy to assist you.

Since you are recently having issues installing the software I recommend
disabling your firewall and anti-virus software temporarily. Once they
are disabled try to install the software again and see if the files are
successfully installed. Does the error message appear during installation
or when attempting to open Digital Photo Professional?

We look forward to your reply with the information we have requested.
Thank you for choosing Canon.

Sincerely,

William
Technical Support Representative

Special Note: Certain issues are very difficult to resolve via email.
If your question remains unanswered after you have received this email,
you may call our special toll-free number for email customers with
unresolved issues and speak to a technician by dialing 1-866-261-9362,
Monday - Friday 8:00 a.m. - 12:00 midnight ET, and Saturday 10:00 a.m.
- 8:00 p.m. ET (excluding holidays).

If you prefer to continue to communicate via email, reply to this
message and we will respond as quickly as possible.

--Original Message--

Date: 9/19/2014 7:49:38 PM
To: eosdigitalsupport@cits.canon.com
Subject: Re: KB Escalation Response from Canon - EOS Digital Cameras > EOS 70D [#1696858]

I did use the uninstall from the control panel and I have
the Solution Disk Software v29.oa and have run it several
times. I have uninstalled everything except picture style
editor and Digtal Photo Professional.. When I try to
uninstall them I get a UniversalUnistaller.exe could not
be found error message.

Perhaps you didn't quite understand original email. I spent all
afternoon running the software installs and uninstalls in every
combanation I could think. The problem isn't that I don't know
wha I'm doing. The problem is IT DOES NOT WORK!

Sent: Friday, September 19, 2014 at 7:52 AM
From: "Canon Support - EOS Digital"

Subject: Re: KB Escalation Response from Canon - EOS Digital Cameras > EOS 70D [#1696858]
Dear James Swenson:

Thank you for taking the time to reply. I understand that you are
having a problem with your software installation. I am happy to assist you.

I noticed that you mentioned that you "Rolled back" and updated the
program. Using the roll back in the system restore feature is not
the best way to remove the Canon software. Because our install does
write to the registry, some components may be left behind.

Try using the Add/Remove Programs feature in the Control Panel to
remove all Canon software. Then go to our website and download EOS Digital
Solution Disk Software v29.0a from the Drivers and Software portion of
the EOS 70D page. Here is a link for your convenience:

http://www.usa.canon.com/cusa/support/consumer/eos_slr_camera_systems
/eos_digital_slr_cameras/eos_70d#DriversAndSoftware

This should get that DLL file the installation is looking for to
install properly. Please let us know if you need further assistance.
Thank you for choosing Canon.

Sincerely,

Trevis
Technical Support Representative

Special Note: Certain issues are very difficult to resolve via email.
If your question remains unanswered after you have received this email,
you may call our special toll-free number for email customers with
unresolved issues and speak to a technician by dialing 1-866-261-9362,
Monday - Friday 8:00 a.m. - 12:00 midnight ET, and Saturday 10:00 a.m.
- 8:00 p.m. ET (excluding holidays).

If you prefer to continue to communicate via email, reply to this
message and we will respond as quickly as possible.

--Original Message--

Date: 9/20/2014 8:18:16 AM
To: eosdigitalsupport@cits.canon.com
Subject: Re: KB Escalation Response from Canon - EOS Digital Cameras > EOS 70D [#1696858]

What ever the problem it as caused when I tried to do the update. Utill
then everything was working.

Sent: Friday, September 19, 2014 at 9:24 PM
From: "Canon Support - EOS Digital"
Subject: Re: KB Escalation Response from Canon - EOS Digital Cameras > EOS 70D [#1696858]
Dear James Swenson:

We appreciate your continued correspondence regarding your EOS 70D.

I responded to your previous email thread with a new suggestion for
troubleshooting. But when you say that Picture Style Editor and Digital
Photo Professional (DPP) are installed, and you get this message- it sounds
like this is a system issue. If you have another computer I would suggest
trying it there as well.

Please let us know if we can be of any further assistance.

Thank you for choosing Canon.

Sincerely,

Timothy
Technical Support Representative

Special Note: Certain issues are very difficult to resolve via email.
If your question remains unanswered after you have received this email,
you may call our special toll-free number for email customers with
unresolved issues and speak to a technician by dialing 1-866-261-9362,
Monday - Friday 8:00 a.m. - 12:00 midnight ET, and Saturday 10:00 a.m. - 8:00 p.m. ET (excluding holidays).

If you prefer to continue to communicate via email, reply to this message
and we will respond as quickly as possible.

--Original Message--

Date: 9/21/2014 7:57:27 AM
To: eosdigitalsupport@cits.canon.com
Subject: Re: KB Escalation Response from Canon - EOS Digital Cameras > EOS 70D [#1696858]

Did as you suggested and still got DPPDLL.dll is missing error. Not that
I was suprised. It hould be notedthat after I hid the microsoft service
non of the remaining were checked. I already disabled all of them.
As I've said before THE ONLY PROGRAM RUNNING IS MFManger
THAT YOUR INSTALL ROUNTINE STARTS. THAT IS WHAT IS CAUSING THE PROBLEM! GOT IT!

Sent: Saturday, September 20, 2014 at 3:53 PM
From: "Canon Support - EOS Digital"
Subject: Re: KB Escalation Response from Canon - EOS Digital Cameras > EOS 70D [#1696858]
Dear James Swenson:

Thank you for following up with us.

There doesn't seem to be any particular reason why the software is failing
to install. There is one more thing we can try to see if we can get it to work.
We can try to use selective startup to see if there is a software conflict
causing the issue.

To enter selective start up click the START button. In the search box at
the bottom of the START menu type in "msconfig". Select "msconfig.exe"
from the program section. Once the system configuration window appears
(Please note which start up type is already selected) choose selective start up.

Under selective start up uncheck the load start up items box. Next,
click on the SERVICES tab. In the lower left of the SERVICES area click
the "Hide All Microsoft Services" box so it has a check mark (the services
list should be reduced now). To the right of the "Hide All Microsoft Services"
option click "Disable all", and now non of the visible services in the window
should have check marks. Click apply and then OK. Reboot the computer when prompted.

When the computer starts back up install the software from the original disc
and after importing your images using EOS Utility bring up a RAW file in DPP
to see if it is viewable. If you are able to see the images after following
this procedure then there is a conflict with another software program on your
computer. You can use the process of elimination to narrow down what program
is causing the conflict.

To troubleshoot which software is conflicting I recommend opening the System
configuration windows and select the SERVICES tab again. Select the check box
for the first three services that are listed, and then restart the computer.
If the problem does not occur, then you can eliminate that group of services
as the cause of the problem. With the first group of services selected, select
a second group of service check boxes, and then restart the computer. Repeat
this process until you reproduce the problem. If you cannot reproduce the problem,
then you can eliminate system services as the cause of the problem.

To identify the startup item that may be causing an issue in the GENERAL tab of
the System Configuration window and uncheck the load start items option. Click
the Startup tab, click Disable all, select the check box for the first startup
item that is listed, and then restart the computer. If the problem does not
occur, then you can eliminate the first startup item as the cause of the problem.
With the first startup item selected, select the second startup item check box,
and then restart the computer. Repeat this process until you reproduce the problem.

To return your computer to normal start up bring up the System Configuration
window and choose the normal start up option.

Please let us know if we can be of any further assistance. Thank you for choosing Canon.

Sincerely,

William
Technical Support Representative

Special Note: Certain issues are very difficult to resolve via email. If your
question remains unanswered after you have received this email, you may call
our special toll-free number for email customers with unresolved issues and
speak to a technician by dialing 1-866-261-9362, Monday - Friday 8:00 a.m. -
12:00 midnight ET, and Saturday 10:00 a.m. - 8:00 p.m. ET (excluding holidays).

If you prefer to continue to communicate via email, reply to this message and
we will respond as quickly as possible.

--Original Message--

Date: 9/22/2014 7:22:18 AM
To: eosdigitalsupport@cits.canon.com
Subject: Re: KB Escalation Response from Canon - EOS Digital Cameras > EOS 70D [#1696858]

This was yesterdayís attempt.
1. Delete program file/common data. Canon
2. Rename Canon_INC_IN to Canon.
3. Control panel uninstall programs.
4. Did a full scan of my computer recently
5, Take down fire wal and anti virus
6. Delete programe files/canon
7. Go into task and manually stop MTManger
8. Delete program files/canon. To get open files missed by step 4
Because they were open by the background ytask the installer had started.
9. Run clean-up
10. Defrag disk
11. verify that all non MS service unchecked and not running
12. Verify that all start-ups disabled
13. Run Regedit and delete all Canon, DPP, Ditgal Photo Keys
I mean what the hell the crap wasnít work so what harm could I do
14. Open dos window and schedule chkdsk /f
15. Reboot and immediately lt run setup from CD
16. Select custom and install only Digital Photo Professional
17. Clicked Icon and got the same missing dll message.
18. What the hell more can I do except sell the camera and get a Nikon
19. Start my online campaign
20. Send a bunch more messages to a helpdesk
that I am apparently am more knowable

An Opera update from two months ago was the last change that I made.
Every other program on my box is running fine. Both before and since I
did the ill fated upgrade. So, y $1200 camera isn't
worth much without a Raw editor. So, I guess at this point you should
be consider giving me a vocher to purchanse a third pat program, as it
looks as though this is never going to work and is a waste of my time
and a test of my patience.

Sent: Sunday, September 21, 2014 at 8:46 AM
From: "Canon Support - EOS Digital"

Subject: Re: KB Escalation Response from Canon - EOS Digital Cameras > EOS 70D [#1696858]
Dear James Swenson:

We appreciate your continued correspondence regarding the Digital
Photo Professional software.

Performing a "Disk Cleanup" and clearing your temporary files will
be the next step in resolving this problem. Please follow the steps below:

1. Click on the Windows "Start" button.
2. Click on [Computer].
3. Right-click on your [Local Disk (C:)] drive.
4. In the menu that appears, Left-click on [Properties].
5. Under the [General] tab, click on the [Disk Cleanup] button.
A scan will be performed and a new window will appear.
6. In the [Disk Cleanup] window, place a check mark in the boxes
next to Downloaded Program Files, Setup log files, and Temporary files.
7. Click on the [OK] button, then on the [Delete Files] button.

Now go ahead, download the update once more, and reinstall it.

Please let us know if we can be of any further assistance with your
Digital Photo Professional software. Thank you for choosing Canon.

Sincerely,

Rodney
Technical Support Representative

Special Note: Certain issues are very difficult to resolve via email.
If your question remains unanswered after you have received this email,
you may call our special toll-free number for email customers with unresolved
issues and speak to a technician by dialing 1-866-261-9362, Monday - Friday
8:00 a.m. - 12:00 midnight ET, and Saturday 10:00 a.m. - 8:00 p.m. ET.

If you prefer to continue to communicate via email, reply to this message
and we will respond as quickly as possible.

Dear James Swenson:

We appreciate your continued correspondence.

I am very sorry for the inconvenience this has caused. At this point,
we would like to continue the process of getting this corrected over
the phone. This will allow us to go through the process step-by-step
and provide real-time feedback each step of the way, resolving this in
a more timely manner. Please call us at 1-800-OK-CANON, Monday - Friday
8:00 a.m. - 12:00 midnight ET, and Saturday 10:00 a.m. - 8:00 p.m. ET.

We look forward to hearing from you. Thank you for choosing Canon.

Sincerely,

Michael
Technical Support Representative

September 23 10:00 am

1. Recovered Windows 7 Pro to the day it was installed 2. Delete program file/common data. Canon
3. Rename Canon_Inc_IN to Canon.
4. Control panel uninstall programs.
5. Did a full scan of my computer recently
6, Take down fire wal and anti virus
7. Delete program files/canon
8. Go into task and manually stop MTManger
9. Delete program files/canon. To get open files missed by step 4
Because they were open by the background task the installer had started.
10. Run clean-up
11. Defrag disk
12. Verify that all non MS service unchecked and not running
13. Verify that all start-ups disabled
14. Run Regedit and delete all Canon, DPP, Ditgal Photo Keys
I mean what the hell the crap wasnít work so what harm could I do
15. Open dos window and schedule chkdsk /f
16. Reboot and immediately lt run setup from CD
17. Select custom and install only Digital Photo Professional
18. Clicked Icon and got the same missing dll message.

September 23 9;00 am

Called techinal services at 1-866-261-9362
Talked Nichole
I don't have access to an email account. Yea, right her computer doesn't
have email. So, I cannot foward my emails to her. Do these people
actually think we are that dumb? Very insulting!

I ask her what she wanted me to do. She said run the install program.
I sad O.K. but I consider it a waste of time. As itís been done at
a dozen times and that I had gone way beyond that. She explained
that was as much support that she was able to give: Rerun the install program.

I explained that I had a degree in CS and 25 years experience in IT and
that I'd gone way beyond simply rerunning the install routine.

So, she said that was all she could suggest for me to do. She admitted that
I knew more than she did and that she couldn't help me. So, she put me back on
hold for 20 minutes and transferred me to a supervisor.

Norris the supervisor

We tell you do the same thing over and over because that's what we are
trained to. You can run a repair a disk.

September 23 11:00 am

Called Customer Support

Talked with Tia
She promptly put me on hold for 10 minutes. You've aready
done everything that we can suggest and then some.

Put back on hold for 5 minutes.

She confirmed that she had internet access but refused to go to my
website and read what I had already done. She said She didn't want
to waste her time. Nice touch! It was perfectly alright for her to waste
my time by doing something that I'd done a dozen times.

She instructions were :
1. Power off computer
1. Go to control Panel
2. Uninstall all Canon Programs (The only one installed was DPP)
3. Told install wouldn't work without renaming files.
4. She didn't believe me so I ran it and it didn't work.
5. She also didn't believe that the install routine installed the the
progarm in a way that you had to manually change folder name.
6. I informed her that the install program was the one and only program
that had been run. That every non MS service and startup process had been
disabled, for a very long time.
7. She didn't believe me said something else was causing the problem.
8. Went and renamed folder
9. went back to Control Panel and uninstalled program
10. Delete everything in trash Bin
11. Powered of computer
12. Restarted computer
13. Reran install Program
14. Got same error
15. She said there was nothing else she could do. 16. Told me to Contact the computer manufacture.
16. What the hell does Dell have to do with Canon's software problems.

Like the supervisor confirmed. No matter which level of support you
go to all they can say is re-run the install. Why they think th 15th (estimate)
time is going to be any better than the first 14 or so times is beyound me. But,
that's what they are 'trained' to do, pretty much nothing!

So, as a result of following Canon brilliant Technical Support staff, I donít have,
nor can I install, any software for any of my canon products. Not for the 320 Elph HS,
or the 70D, or the Fax machine. Not a friggin' single one. Great Job Canon. Keep up
the good work.

Sent: Wednesday, September 24, 2014 at 3:32 AM
From: "Canon Support - EOS Digital"

Subject: Re: KB Escalation Response from Canon - EOS Digital Cameras > EOS 70D [#1696858]

Dear James Swenson:

Thank you for contacting Canon product support. I understand that you are having
install problems. I can address this. After reading back through what you have
done already, it appears that there could be something with your system. There
are some elements of our software that will not uninstall, which may require a
registry edit. I would not recommend doing this through email but over the phone with a technician. This will delete every trace of our software from your computer.
You can reach us at 1-800-828-4040.

Also, you would need Admin privileges in order to access the registry and install
the software. Once you have cleaned the registry with a Canon rep over the phone,
I would check to see that you have your Windows operating system updated,
including .netFramework. Then download a fresh version of the EOS Digital Solution
Disk Software v29.0a from our website and that should do the trick.

Another way you can try the install is to create another user account. After you
have uninstalled as far as it will go, a new account with admin privileges may
allow you to make an initial install without incident. It's worth a try.

Please feel free to contact us should you require further assistance. Thank you
for choosing Canon.

I've already tried that twice, but I'll give them a call tomorrow and do it again.
Sincerely,

Trevis Technical Support Representative

Special Note: Certain issues are very difficult to resolve via email. If your question
remains unanswered after you have received this email, you may call our special
toll-free number for email customers with unresolved issues and speak to a technician
by dialing 1-866-261-9362, Monday - Friday 8:00 a.m. - 12:00 midnight ET, and Saturday
10:00 a.m. - 8:00 p.m. ET (excluding holidays).

September 25 9:00 am

Mark

We do not go into the registry.
He confirmed that Canon's Customer Service has once again misinformed me.
And, I'm being polite, very polite here.
The good news is that he actually admits to having email and wants me to forward
the email to him. We got disconnected and when I called back I got the 'wonderful'
Nichole. You remember the one who works in the same office as Mark who said that she
did not have access to email so I couldn't forward my email just two days earilier.
Great bunch there at Canon Customer Service.

Back on hold for 20 minutes.
We cannot send you dll's and we cannot help with registry. What you
need to do is buy a new computer and rebuild five years software and data.
Go back into registry and delete the everything evene remotely connected to the
70D. The restore everything from original disks because a point release
update for one program failed. Are you kidding me?!?! That's the best they can do?

Back on hold for 10 minutes.

Reggie

Senior tech with the camera group. Company policy does not allow us to go into the registry.
The good news is one Reggie actually knew what he was talking and more importantly wasn't
he didn't have the condescending/insulting attitude that pretty much everyone else had.

So, we sat down for an hour and ran through the entire process.
1. Uninstall all programs.
2. Disk cleanup.
3. Registry cleanup (not nearly as extensive as I had done).
4. Delete Files.
5. Delete Install Solutions Disk.
6. Re-down load Solutions Disk.
7. Reinstalled everything on a 'clean'machine.

Got the same DPPDLL.dll not found error.

September 26 7:00 am

1. Upgraded SliverFlash.
2. Uninstall all programs.
3. Disk cleanup.
4. Delete Files.
5. Delete Install Solutions Disk.
6. Re-down load Solutions Disk.
7. Reinstalled everything.
8. ran winzp and extracted the DPPDLL.dll file
9. Copied into Program Files/Canon/Digital Photo Professional folder
10. Got a new error message 'Resource File Not Found'.

September 27 7:00 am

Iím pretty much at my Witt's End. The Recover Windows set the OS back
to the day that the machine was loaded. It ensures that the problem
is not with a corrupted Windows file. But, it also deleted all of
the restore points. So, the machine is pretty much locked in it's
current state.

Buying a third party editor such as Lightroom 5 for $150 or upgrading
my CS2. Problem is that my PS is so old that I believe that a simple
upgrade doesn't work so the cost of something like CS6 or cc is prohibitive .

Buying a new box and recreating the entire last five years is not an
attractive option.

Buying a cheap box and maintaining two computers. One completely off the
grid, including, home network that has my photography software on it.
The problem with that is that I'd be surprised if all of the 5-6
year old 32 bit software worked on a new 64 bit machine.

A year ago when I bought the 70D I also bought a 320 Elp HS. One
of the reasons that I bought it was that you could connect to
the internet with your cell phone and upload photos. Not exactly
accurate. You can if you have an Iphone but if you have an Android
like me you have connect the camera to the phone via Bluethooth and
then connect the phone to the internet via Wifi. So, you actually
upload the photos to the internet via Wifi not your cell phone. IMO,
more than a tad misleading. I would consider it a false and deceptive
business practice. Clearly Canon dosen't give a crap about my opinions.

keep in mind both before and after this update every single app on the box
worked. In the hours before the upload DPP was working. As soon as it was
updated it stopped working. All he other canon apps were still working.
It wasn't until Canon Customer Support instructed me to wipe them all out
and reload everyting, that they stopped working.

September 30 6:00 am

The DPP upgrade to 3.14.15 never worked. Today they released 3.14.40.
Guess what? It didn't work either. Not That it was a big surprise.

September 30 9:00 am
They also released a new version of Canon Solutions Disk 29.1a
Guess what? It didn't work either.

September 30 4:30 pm

Well I finally got it!

1. Run regedit and export Registry.
2. Restore registry to Jan 23, 2014.
3. Run Canon's install program for DPP and EOS Utility only.
4. Cancel install because it triggered a .net Framework install that didn't work.
5. Logon to Microsoft and do Frame work manually.
6. Rename Canon folders so that uninstall will work
7. Uninstall Canon programs.
8. Delete Canon folders from Program Files and Common Data.
9. Re-install the two Canon Programs using install program.
10. Try to logon to internet and find my browser didn't work.
    Not really a big surprise, since it had been updated since Jan.
11. Go off-line back-up and install an old browser.
12. Connect to Internet and update browser.
13. Restore Regestry to today.
    Actually since this didn't cause the updated DPP to fail, steps 11 & 12 were
    not necessary.
14. The updated Canon DPP program still friggin' works!
    Pretty much proving that it was an installation problem
15. Run msconfig and disable programs that got scheduled by install process.
16. Shut down computer and do a 'cold' reboot.
17. Run Task Manager and check on background task running.
18. Run other apps to ensure that they still are working correctly.
19. Go to kitchen and make a strong drink!

Very simple. Nothing your average user couldn't do.

If I hadn't had the forsight to export the registry months ago, I would have had to do what
Canon Support Suggested.
1. Buy a new computer and rebuild everything buying a lot of new 64 bit software.
2. Low level format of HD. Reload Disk image. Reload every app and data fom the last 5 yrs.
3. Buy cheap used computer to use exclusively for photography.
    Relaod every photo, document, data file, everything from the
    last 5 yrs.

The point of this story: Click Start, Type regedit, press enter, click computer, click
file, click Export, and save the file. Never know when it might save your butt.

October 1 7:00 am

So, in summary this is what happened. Simple install failed. I'm pretty sure that it was
the install process and not a virus or problem with my computer. Regardless of what caused it
to fail, upon failure it should have rolled back the update and left the old verison installed.

Repeated contacts with customer service yielded the same response in varying forms, as they were
trained to do, verified by Norris, the supervisor on September 23rd, re-run the install that
clearly was not working. The only one that even made and attempt was Reggie, after a week and
a half of crap. Problem is that even he didn't do anything that I hadn't done, repeatedly.
Finally got it to work on my own.

Conclusion: going to Canon Customer Support continually made the problem more and more frustrating.
Not once did they suggest anything that I hadn't already on my own. Their 'expert' advice keep doing
what you've aready tried and didn't work. Best solution fix it yourself.

Bottom line: Regardless, of what caused the problem if the update failed it should have rolled-back
the changes and left the old version.And, it most certainly should have issued an error code, message
to indicate where and what caused the process to crash and burn! Standard programming practice for the
last 40 years! Ideally it would also create a debug file, again a standard for good programming.
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