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General discussion

Blank Screen on a Canon Powershot A610. HELP PLEASE!

Apr 13, 2007 11:52PM PDT

I've had my Powershot A610 (swivel LCD) for a little less than a year and half. It hasn't had any major problems, except for an E18 error last August from a lens that wouldn't retract, which was fixed by Canon and covered by my warranty.

Starting a little while ago, I would power up my camera and the screen would be black. All the icons were still visible, and I was able to take a picture, but when I switched over the mode to view the picture, it too was all black. However, after taking one or two of these "black" pictures, the camera would return to normal and function as it always had.

Today, I turned on my camera and the screen was black. However, even after taking HUNDREDS of blank photos, the LCD is still black (still, icons and the blue "Canon" logo appear at startup). I went onto the Canon website and typed in my serial number, etc. and was informed that the repair would be at least $107 plus applicable taxes and shipping (I'm not under warranty anymore), but of course that quote might go up once they receive the camera. I've read online that dead CCD repairs can be quite costly, but I don't really know.

What I'm really wondering is the rough estimate for the repair of my camera. I would send it to Canon and wait to receive the final quote, but I do need a camera in about 3 weeks. I was kind of hoping to purchase a smaller model, like an SD600 or SD1000 anyway, and if the repair is going to be substantially more than the original Canon quote, I'd prefer to just purchase a new camera now. I found an SD1000 for only $260 at Circuit City, so any repair costing more than $150 doesn't seem too worthwile to me at this point.

Also, by no means am I a camera expert. Based on my research I think the problem could be a dead LCD or CCD, but I really have no idea. I'm pretty sure that I've covered all the possible troubleshooting options (new batteries, switching shooting modes, pressing the display button), but any suggestions would be welcome.

Thanks!

Discussion is locked

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Speak to a supervisor
Sep 17, 2007 2:01AM PDT

Hi,
I got my A610 fixed at Canon's expense with the same problem. Insist on a supervisor. Use the line that this camera is too expensive to be treated as a disposable camera if you like (it worked for a couple of us). Two supervisors who seemed to help some of us are Nate and Troy. Troy was very nice, and I was firm that my camera was too new to be acting this way, that I had not dropped it or harmed it in any way. I've never heard anyone mention the half-price repair offer, so that seems new. My best advice is to insist on a supervisor, not the person you spoke with before. Just keep calling at different times. Or ask by name for Troy or Nate, and mention this forum. They are aware of it.

Best,
Linda

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other courses of action
Sep 17, 2007 2:48AM PDT

1) One of the actions that seem to work for most here is to continue to call and mention:

a) a camera of this caliber shouldnt just break so easily
b) this forum is just one of many threads from users with the same issue.

c) many others in this forum got a one time fix...Canon needs to be consistant..if they fixed others they should also fix yours
d) threaten to file a complaint with the better biz. bureau....thats what I did and I got a call from canon about 3 weeks afterwards offering a onetime fix

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small question
Sep 17, 2007 4:19AM PDT

Are people calling the Canon Factory Service Center at

800-828-4040 OR 630-250-6500?

I wonder if the number I call makes a difference.

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good question
Sep 17, 2007 5:11AM PDT

I'm fairly sure I called whatever 800 number was on the box and pamplet. I rarely pay for a call if I can dial 800! I think there's only the one center.

Good luck!
Linda

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Repairs accepted!
Sep 18, 2007 5:43AM PDT

I called Canon Factory Repair Facility (at 630 number) after my last post here yesterday. I spoke to a rep and a superviser again (both different from earlier) and was eventually forwarded to the manager. I decide not to wait after being on hold for about 5 minutes.

Then, I decided to use a different tack and emailed Canon from the support enquiry link. (http://www.usa.canon.com/consumer/controller?act=ContactCanonAct)

I tried to argue my case by quoting my repair number and posting a link to this forum.

However, I received no response either yesterday or today.

Today, I emailed them once again with an explicit request to repair the camera without charge and included the link to tihs forum.

I got the automated response to my email soon after. And, within 2 hours, I received an email informing me that Canon had accepted to repair the camera without charge to me.

I am very happy at the news. Will let everyone know how the camera performs once I get it back.

Canon did not give in without a fight. My only complaint with them is that they did not admit that there was a problem with the A610s. I hope Canon will realize that they indeed had a bad batch of 610s and fix them without so much heartache to the customer.

I'd like to thank everyone who posted on this thread for sharing their experiences and making sure that people don't feel hopeless about this quality control mishap by Canon.

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A610 black screen
Sep 28, 2007 6:10AM PDT

I too have had this camera for just over 1 year, and this week the LCD screen stopped displaying anything other than the camera settings. Have had two telephone conversations with Canon Canada customer service, and two emails. The second email hasn't even been replied to. The first rep I spoke to by phone was extremely abrupt, and uninterested in helping me. I asked to have the call escalated to a supervisor. The supervisor called me back yesterday, and was very noncommittal, polite, but not promising any free repair. I boxed up the camera and sent it to the service center with a long letter and copies of the posts here, explaining that what has happened with my camera is happening with other A610s. Now I'm just waiting to see what they say. If they don't repair it for free, I'm done with Canon products. Can't stand when companies don't stand behind their products, and take customers for granted!!
Nancy

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Same Problem--Lawsuit Territory
Oct 2, 2007 11:51AM PDT

Exactly the same problem as everyone else, and also bought about 1 1/2 to 1 3/4 years ago. Sounds ripe for a lawsuit to me--wonder if we have any litigators on this thread. THe Dell laptop I'm currently using was the subject of such a suit, and the consumers won.

I will first email, and then phone. It would be effective and efficient if we could fight this as a group. I know one thing I'll be doing--if I don't get a satisfactory response--is to write this up as an Amazon.com review--they still show the camera there. I'm a top 100 reviewer, for what it's worth (not much), but I encourage everyone to post on Amazon.com and other websites that sell the camera and provide a forum for consumer feedback.

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A610 - success in getting free repair!
Oct 10, 2007 1:55PM PDT

Update on my situation - Canon Canada service center has had my camera for over a week, and didn't bother to call me. I called today, and was told the repair estimate was $171. I argued that was unacceptable to me, to pay more than half the purchase price for repairing a camera just over 1 year old. I brought up all the details I had included in the letter I sent with the camera, including all of the posts on this forum and others about this problem with the A610. The rep wouldn't comment on that (interesting). She said the service technician had diagnosed the problem as not being a CCD image sensor issue, but rather the internal shutter not opening. Fixing the problem means replacing the optical unit (I think that's what she said, I really know nothing about the internal workings of a camera). She did not offer any discount on the repair, and held her ground until I stated that I would absolutely not pay for the camera to be fixed, and if Canon wasn't going to fix it for free, I would rather buy a new camera and it certainly wouldn't be a Canon. At this point we had been on the phone for about 5 minutes. I guess she realized I wasn't budging, so she put me on hold, then came back and said that since the camera was only 3 months out of warranty, Canon will fix it this time for free. I think everyone just has to keep pursuing Canon on this, and insist that these repairs be done for free. It is entirely too much money to spend on a camera that is going to stop working in such a short period of time. It really must be poor manufacturing/defective parts for this to happen.
I'm glad I was successful in this instance anyway, and hope that others also get a free repair.
Nancy in Toronto

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good job
Oct 10, 2007 8:58PM PDT

good job Nancy...persistence pays off, I also told them I would not recommend them to anyone else if they didn't fix it for free..The 2 supervisors I talked to apparently didn't want that to happen. Everyone else keep pushing you will get the repair done for free there are way to many of us that have had the same problem. Deb

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Canon A610- same problem- anyone from UK
Oct 13, 2007 8:36AM PDT

Firstly, thanks all for the forum.
I am having the same problem, screen went blank while using the camera. its been 14 mths only. Called Canon UK, but they are claiming that forum is based in US and refusing to help!

Anyone from UK got similar problem? what happened? how did you go about it? I am based in london.

Any advise will be greatly appreciated. Thanks

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additional problem follow up
Oct 14, 2007 4:53AM PDT

Hi, I had this problem with my camera, and Canon fixed it with the one-time free of charge deal, but they also said there was no guarantee. Since I received my camera, it has not been able to hold a battery charge. I now have to recharge my batteries EACH TIME I turn the camera on! Has anyone encountered this problem who has had their camera fixed? I know they will not fix the camera again, and I don't feel very happy with my camera anymore. Could they have changed a setting that I'm not aware of? Also, the ON button on top seems to be half-way pressed, which was not a problem before. I hate to say, I will not buy another Canon when this one is done, which seems like any minute. I'd like to hear if anyone else has had problems since the return of their A610. Thanks! Linda

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I have the same problem with my camera!
Oct 15, 2007 7:32PM PDT

I bought my A610 19 months ago. When I turned it on a few days ago, the LCD remained dark in the picture taking mode, but I was able to see previously taken pictures, the different settings and menus, and the blue Canon start up screen. Pictures that I take are blank, and from this thread, it appears the CCD wiped out. I was a university student in USA at the time of purchase, but now I've returned to Canada. I'm not sure how to go about getting Canon to fix my camera, or if I'm stuck with a damaged camera since I'm no longer in the country that I bought it from.
Any help would be very much appreciated!
Thank you.

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Another A610 bought 12/2005 same problem
Oct 22, 2007 12:37AM PDT

Add me to the list of users with a bad CCD sensor on the A610 bought just prior to Christmas 2005. I live in the hot and humid south, and my camera stopped working (CCD) in September - go figure. I called Canon, and when they started to protest, I brought up these forums. My UPS label for free shipping should be in my inbox any second now. There is a problem with this camera.

I tried to go to Canon Support, and you cannot even search for CCD - nothing comes up.

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Canon would not do repair for free.
Nov 4, 2007 11:53PM PST

I had the same issue with my Powershot A610. Back in April I had this camera repaired for damage that was caused when I dropped it. For the issue with the blank LCD I tried every idea that was posted on the earlier posts. The best they would offer was 50% off the repair. I do like this camera and have purchased other Canon cameras, but this will influence any further Canon purchases. I would suggest that you speak to a supervisor and fight for any discount you can get.

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ooohoooh.. ME TOO!! Finally got a resolution (somewhat).
Nov 5, 2007 3:24AM PST

I purchased my A610 in Feb of 06, and it died over two months ago. I thought it was my batteries b/c the screen would just go black and it would just shut off, sometimes not even long enough for the lense to retract. It finally got to the point that it just would not turn off, even after two sets of new rechargable batteries.

I sent it into Canon and they said that it was out of warranty so they would repair it for $109 plus S&H OR "upgrade" me to a A540 for $100. I knew that the repair is possibly a crapshoot with this model (with all of the gazillion complaints on Amazon and now here) so I looked at the "upgrade" and it just does not compare to the 610.

THEN, I came accross this site the other day and decided to call them back and demanded they fix my camera and that I was not going to pay $100. I got a supervisor and he lowered the repair fee to $25 (including S&H). I'm not happy about paying them ANYTHING, but it is much better than over $100.

SO, thanks, you guys encouraged me to be a...well you know. I can't believe Canon is denying all of these people and it really stinks b/c they have GREAT cameras, I just won't trust or recommend them EVER again.

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A610 purchased in 12/2005 canon won't fix for free
Nov 6, 2007 3:28AM PST

When my A610 went black a few weeks ago, I searched the internet for help since the manual was useless. I am so glad I found this forum. I sent my camera in (Canon paid for S&H) and just got an email with the standard $107 repair fee. When I called and complained and spoke to the supervisor (James) the most he would do is a 50% discount. He was not helpful at all. He couldn't even tell me what was wrong with the camera---they don't diagnose the problem until after you have paid for the repair. He just kept saying that it was out of warranty. I made him aware of this forum and he said he already knew about it (he reads it every evening--ah!) He also said that 50 people is not significant number to Canon. Thank you, Canon! I was a Nikon girl before this canon and I am never buying a Canon again. I will keep trying with Canon and try to speak to another supervisor since some people on this forum got free repairs. I do find it odd that a number of us all bought the cameras in December of 2005. I think we are statistically significant and I wish others who had problems knew about this forum and posted their experiences. I know there are more out there. I'll let you know what happens...

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I bought my A610 in November 2005
Nov 5, 2007 7:41AM PST

I'm having the exact same problem as everyone else. LCD screen appears to be ok as the Canon logo comes on at start up. However the camera takes black pictures. I can even still see my old photographs on my SD card, so I KNOW it's not the LCD. The problem is in taking the photographs themselves.

I just called Canon and they have sent me instructions to send the camera to be looked at. I did not fight with them over the free part just yet as I know I'm going to have to fight with the technicians once they look at the camera.

I just wanted to log in my issue here to be added to the count of people who are having problems. Hopefully, eventually, they'll decide to add our model to the list of cameras having problems and therefore fixed for free without any hassels.

I'll update when I hear something.

Maggie ~Happy

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Update on my A610
Nov 6, 2007 3:40AM PST

It took a week before they would send my UPS label, and then just yesterday, I got the standard form letter stating the repair with Shipping and Handling would be $116. I called, and of course, got no assistance, so I asked for a supervisor. On hold 10 minutes, girl comes back and says Supervisor has waived all repair fees. The 10 minutes I was on hold, all I heard about was Canon's committment to 100% Customer Satisfaction. I will post back when Camera is returned. I have missed Halloween, so maybe I will have some pictures for Thanksgiving! Canon - if you are reading these posts, please check into our complaints about the CCD sensor - all of these people cannot be wrong, we all bought our camera's around the same time - and these are just the 50 internet/tech people who actually post. How many out there are reading this, having the same problem, but not posting????

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UPDATE
Nov 6, 2007 10:27PM PST

Well, if nothing else they are quick with repairs. I submitted my repair authorization late Friday and they had it back to me by 9 am on Tuesday. Their summary says that there was a dent that was blocking power supply (this dent happened over a year ago and never had problems until now AND a repair man opened my camera and said there was no internal damage, but it could be) BUT it also states that their were other internal electrical repairs with parts replaced (no specifics).... DING DING DING. Well, I'm glad I only paid $25, but it seems to be working fine and now that I got a new top plate looks brand new. I would urge everyone just to hold firm with customer service. I didn't jump the gun and waited a few weeks, but I'm so glad I did rather than trashing the camera or going for the inferior upgrade (which I have read that model has had many problems). These are awesome cameras... well, when they work, lol.

I'll update if I run into any problems.

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prepare for a battle
Nov 6, 2007 10:37PM PST

Maggie,
Just FYI...you will get an email with a standard repair fee which for this model seems to be $107. They won't tell you what is wrong with your camera until you authorize the repair fee. Honestly, I don't think they even touch the camera until the fee is paid. It is frustrating because we can't say ah, ha it is the CCD before paying for the repair and frankly, they could make up anything on the repair slip. I have been very disappointed with the customer service I have received thus far. Good luck but be prepared for a fight if you want a free repair.

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fight
Nov 7, 2007 2:36AM PST

yeah. I'm ready to fight. I just figured I'd save my fight for the tech people. My family has been loyal Canon customers for over 20 years, so I don't feel bad about playing the "I'll stop buying your product and I'll tell all of my family and friends to do the same." card. Plus, I'm in the market for a digital SLR. I don't mind telling them that if they don't fix it, I'll buy a Nikon instead of the Canon I've been planning on purchasing.

I figure in 5 days or so, the word war will begin.

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Definitely
Nov 7, 2007 2:47AM PST

I did the same.. I recommend Canon all the time and my family has spent thousands on Cannon products per my recommendation. I would just skip the regular Customer service rep all together and get a supervisor. I think this guy just wanted to do something to get me off of the phone and stop talking, lol. I did tell him that I would not spend another dime on Canon and that I would never recommend them again, it seemed to help.

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Repair refused
Nov 8, 2007 3:27AM PST

As was expected I received an invoice of $115 for the repair of the camera.

I just got off the phone with the Tech people. I ended up talking to a supervisor, Felisha, who explained the charges on the invoice. I was being charged for "impact/dent" damage to the camera. There's NO dents on that camera. There's scratches from regular usage, but there's NO dents. I explained that to her and she said that there may not be dents on the camera, that's just the verbage they use to describe a camera that's scuffed up.

Ok. So I asked what that had to do with the actual problem with my camera. She said "nothing." I asked if I was being charged just to send in my camera to be looked at. She said, "no, you are being charged because the camera is out of warranty." So basically, they won't even look at my camera until I pay them $115.

There was no budging on the issue even after I told her in no uncertain terms how I felt about that and that if this was the way that Canon was going to treat its customers, then I would discontinue being a Canon customer. I would buy my digital SLR next month from Nikon. She said "ok."

So no luck for me. They're sticking to the warranty rule and the fact that Canon will not acknowledge the problem with these cameras.

I told her to send the camera back to me broken. I'd rather it sit in a dump than allow them to make any money on it after it's refurbished.

I guess I'm a Nikon customer now.

Maggie

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They said that mine was due to dent too...
Nov 8, 2007 3:37AM PST

They said mine was due to a dent too. I did have one minor, minor dent, but didn't have problems for a year after that happened and a repairman opened my camera a month ago and said that did no damage at all. On my post-repair summary Canon said dent, but it also said that they did other internal electrical repairs, but did not specify what!

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replying to A610
Nov 8, 2007 3:39AM PST

Maggie,
I'd call back and ask for a different supervisor. Maybe not even tell them that you've called before till you get another supervisor. I'd do it right away. Many of us have had luck with Nate and Troy. Ask for them by name! Mention this thread and that this is the same problem we have all had, and that many repairs have been made on a one-time basis for this problem.
Call back! Mention the better business bureau, too, as this has helped some (I didn't need to).
Good luck,
Linda

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no free repair for unlisted poweshot cameras in UK
Nov 23, 2007 4:45AM PST

canon UK refuses to repair ccd sensor for any models not listed on their website, including A610

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Canon PowerShot A610 CCD image sensor problem - me too!!!
Dec 25, 2007 12:08PM PST

I have the same problem with my 23 months old sparingly used camera. Canon will not repair free of charge and refuses to accept CCD image sensor problem in their A610 model.

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Canon Refusal
Dec 25, 2007 12:37PM PST

mk... Demand to talk with supervisor! By the way, the 23-month time period is similar to mine.

Take the A610 to a camera shop for an estimate and find out what they think is wrong. Do not deal with customer service at CANON--only with the factory repair people. Ask for a person who has the AUTHORITY to give you a free or reduced rate on repair. Ask why SOME people get discounts and others don't. Have names and telephone numbers of New York State Consumer Protection handy, as well as Canon Headquarters.

If you feel that CANON is not being responsive, tell your experiences at such site as Epinion, Amazon.com, and a more detailed report here at CNET. Do your homework and research, be polite but firm and persistent, and you may get some justice.

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So thankful I found this thread
Nov 21, 2007 2:21AM PST

I've had this same problem since about February of this year. I, too, purchased my A610 in December 2005. I've been rather lazy in getting it repaired, afraid I'd have to pay a fortune. Just when I found out that it would be repaired for free under the warranty, I decided to sit on it until I found a reasonable sized box and bubble wrap. Well, by the time I actually decided to DO something about it, the warranty had expired and I kicked myself for not sending it in sooner. I decided to take it someplace local and fork over the cash to have it fixed. The ONLY camera repair place I could find is open M-F from 8 AM to 5:30 PM, the exact times I'm at work. With it being the holidays and all, everyone at my workplace is getting off early today. Wouldn't you know it, I was going to take the opportunity to drop off my camera this very afternoon when I realized I hadn't done a simple Google search for my problem!

Google led me to cnet, I have read through this entire thread, and right now a free shipping label is on its way to me, courtesy of Canon! I know I will have to make another call once I receive a quote, but thanks to everyone's posts here, I'm positive that I will be able to get my camera fixed for free, maybe even in time for Christmas. I only had to speak to a Customer Service Representative to be given the free shipping label; also noteworthy is that it was not offered, but when I asked and mentioned that it was a "widespread problem", the Rep did not hesitate to agree with me and send the label. I will follow up once I've sent in my camera for repair.

I do feel sorry for anyone else who has experienced the same problem and is not savvy enough to find out about how they might be able to get their cameras repaired by Canon at no cost.

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Camera is back, all is good
Nov 21, 2007 3:10AM PST

Canon kept my camera for almost two weeks, but it is now back and working fine! Don't expect your label today - it will take two-five days before they send it, but it will come. I also received a bill, for $116, before they ever looked at the camera. You must then call them and demand they fix for free. They will, and then send your camera back.

Make sure they have your correct email address. They didn't have mine the first two times, which may be why it took a week to get the shipping label.

Thank you CNET for this forum. You saved a lot of people a lot of money and time! Happy Thanksgiving Everyone!!!