Canon Professional Services - Frequently Asked Questions

Canon Professional Services

Who qualifies as a professional image maker?

A full-time self-employed individual or an employee of a professional imaging business who plays a direct role in the creation of moving or still images.

How long does it take to receive my CPS membership kit once I join?

CPS new member Welcome Kits are generally shipped within 7-10 business days from the date your application is processed. If you do not receive one, contact cpsmember@cusa.canon.com or call CPS at 1-888-CPS-4540.

What is the “Points System”?

CPS has replaced its equipment-based requirements program with a points system to better accommodate professionals who own various types of pro Canon equipment. Please refer to points system chart on the ‘Membership Requirements’ tab of the ‘About CPS’ page for more information.

How do I upgrade from Silver to Gold, or from Gold to Platinum?

After ensuring that you meet the requirements of your desired level, you need to upgrade your membership in the CPS Login area and pay the corresponding fee. Your membership term will last one year from the upgrade application date.

What is the period of my membership?

The period of enrollment is one year from the date you accept the Terms and Conditions.

Is my CPS member number unique?

Yes. We have coordinated with other Canon companies on a global level to ensure that you are the only one with your member number.

Should I contact CPS with my change of address?

For your own protection, we require that you keep your current address up to date with CPS. Update your address and contact information via the CPS Login section on the CPS website.

How long is the grace period after my current CPS membership expires?

There is no grace period. Your membership expires on the expiration date listed on your CPS member card. You will be able to renew 30 days prior to your expiration date via the online CPS Login page.

How do I renew my CPS membership?

30 days prior to the expiration of your one year membership term, your online CPS profile will be updated to allow you to renew your membership. You will also automatically be sent a renewal notice e-mail. Renew your membership as soon as possible to prevent any gap in your membership status. Once your renewal is complete, you will be sent an updated CPS Membership Card, shipping labels, and Free Clean & Check Coupons (if applicable).

What happens if I renew my current membership early?

Although you have the option to upgrade your membership at any time during the year, you will not have the option to renew your membership until 30 days prior to the current expiration date. Your renewal will start from your current expiration date rather than the date you activated the renewal.

What will I receive when I renew my membership?

Once your renewal is complete, you will be sent an updated CPS Membership Card, shipping labels, and Free Clean & Check Coupons (if applicable).

What happens if I allow my membership to expire?

Your membership information will remain in the system indefinitely until you return to renew or delete information from our system. PLEASE DO NOT CREATE A NEW MEMBERSHIP.

What other countries have CPS programs?

Currently, there are local CPS programs in Canada, Japan, Europe, Australia, Korea, and Mexico. Because CPS operations are beneficial to imaging professionals all over the world, Canon is always looking to expand CPS to new areas. Please check with your local Canon Sales Company for membership availability.

I have seen CPN on other Canon websites. What is CPN?

CPN (Canon Professional Network) is the website and communication tool for Canon Professional Service members in Europe. CPN delivers a mix of news, interviews with world famous photographers, videographers and industry leaders, as well as product information, technical advice, and much more.

Does Canon USA offer CPN?

Canon USA is partnering with Canon Europe on their CPN website to offer content that is exciting, compelling, and relevant to members in both regions.

What do I do if I forget my Login password?

If you forget your password you must click on the “Forgot User Id or Password” link and follow the steps to request a reset of your password. You must provide the correct answer to the security questions established during the application process. You will be sent an email with a temporary password, which will need to be reset once you are able to login. If you cannot recall your security question or have problems resetting getting your password, contact CPS Support as listed in your membership profile.

What are the Terms and Conditions of membership?

Please click here for complete Terms and Conditions.

What is CPS Pro Rush Service?

CPS offers expedited repair services to current CPS members based on member level.

Are there any restrictions and exemptions regarding the repair benefits offered by the CPS program?

Yes. Products submitted for repair must be registered in your membership profile.

Additionally, Canon Factory Service Facilities will not apply CPS discounts or expedited repairs on:

products that have been modified, other than by Canon
Factory Service Center Technicians
refurbished products, unless such products have been
refurbished by Canon
products used as rental equipment
products owned by parties other than the registered member

Do products that I send in for repair have to be registered in my account profile to receive a CPS repair discount?

Yes. All serial numbers must be registered in your CPS account profile prior to sending in the products for repair. Products sent in for repair that are not registered will be processed as a general repair and not receive any discount.

How often is the CPS Service Items List updated?

The CPS Service Items List is updated as new products become available and as products go out of service life.

Do service discounts apply to Silver membership?

No. Service discounts are available to Gold and Platinum members only. However, Silver members receive Pro Standard Turnaround on repairs.

What service is covered under the Free Clean & Check Coupons?

Clean & Check Coupons provide a complete cleaning of the camera or lens (including image sensor cleaning), tightening of any loose parts, and operational function check. If it is determined that additional service is required, you will be contacted with the details.

Do the Free Clean & Check coupons expire?

Yes. The coupons expire with your annual 1-year membership.

Can I share or transfer my Free Clean & Check coupons to someone else?

No. The coupons are personalized with your name, CPS number, and expiration date.

How does Canon calculate turnaround time?

Canon will provide two-day turnaround for Platinum members, three-day turnaround for Gold Members, and Pro Standard turnaround for Silver members. Turnaround time is calculated starting from the date of repair approval and receipt of payment to the return ship date from Canon. It does not include weekends and/or holidays. Turnaround is also subject to availability of parts. Notification to the CPS member will be made in case of delay.

What happens if service is unable to meet that turnaround?

a) Silver

We are unable to offer any compensation to Silver members.

b) With the Gold level the service turnaround time is listed as 3 days. What happens if service is unable to meet the 3-day turnaround?

Service has the option to offer you a loaner until your item/s can be repaired.

c) With the Platinum level the service turnaround time is listed as 2 days. What happens if service is unable to meet the 2-day turnaround?

Every effort will be made to meet this unprecedented turnaround time. In the unlikely case it cannot be met, you will be provided with loan equipment until your repaired unit is returned to you. If the turnaround time is not met, and loan equipment is unavailable, you will be issued a personalized $100 service voucher good towards the next time you need service.

How do I request a repair coverage loan?

Service coverage loan requests can be made through the service facility to which you sent your repair.

How many pieces of equipment can I send in at one time for CPS Pro Rush Service?

No more than three pieces of professional equipment from the CPS Service Items list should be sent in at one time. In the unusual circumstance where more than three pieces of professional equipment may need repair at one time, please contact the nearest Canon Factory Service Center first so that special arrangements can be made.

Does CPS include a Canon Corporate Account Number for service?

No. Newspapers, magazines, imaging companies, equipment rental houses, and others that typically require 5 or more repairs monthly may open a Canon Corporate Account for service. If you qualify and wish to apply, please call 1-866-510-1335. You will receive further details and be sent the proper applications. This is NOT a CPS affiliated program.

Does having a Canon Corporate Account for service qualify me for CPS Pro Rush Service?

No. As a CPS member, you are already qualified for CPS Pro Rush Service. Obtaining a Canon Corporate Account for service only sets up "open billing" for payments.

In order to receive CPS Pro Rush Service, a current CPS number must be included on the CPS Pro Rush Service form that is submitted with the equipment for repair.

How do I request an equipment evaluation loan?

Evaluation loans are available to Gold and Platinum members only. Please log into your My CPS Account Profile Page for contact information for our loan department.

Gold member requests require a minimum of two weeks advance notice. Platinum members have priority access to evaluation loans.

CPS covers outgoing shipping costs. Members are responsible for return shipping and shipping carrier insurance costs.

If my equipment is lost or stolen can CPS help me?

In the unfortunate event that your equipment is lost or stolen, CPS will attempt to provide, at our discretion, back-up equipment on a short-term loan basis for Gold and Platinum members. The CPS program is not to be used for the permanent replacement of personal imaging equipment.

Can I request equipment evaluation loans for a specific time period or assignment?

No. Equipment evaluation loans are processed on a first-come, first-serve basis and are subject to availability. Loans are available to Gold and Platinum Members only. Although we strive to keep our loan equipment functioning properly, it is borrowed and used extensively so, CPS highly recommends that you back yourself up with your own equipment.

How often may I evaluate particular equipment?

Equipment evaluation loans are only available to Gold and Platinum members. There is a limit on the number of times you can borrow the same piece of equipment. CPS feels that if you have the opportunity to try the equipment on multiple separate occasions (two occasions for Gold members and three for Platinum) you should be able to make a decision as to whether or not it is suitable for your needs. This is an Equipment Evaluation program. DO NOT rely on equipment to be available on a specific date for your assignment.

When I renew my membership does the equipment evaluation loan limit per item reset?

No. The equipment evaluation loan limit is based on the life cycle of the product. For example, Gold members may evaluate each available products two times, Platinum members, 3. Silver members are not eligible for equipment evaluation loans.

Who is responsible for the borrowed CPS evaluation loan equipment and accessories?

According to the CPS Loan Agreement, which is part of the CPS application, the CPS Member is responsible for all cameras, lenses and accessories borrowed including, but not limited to, caps, straps, hoods, cases, covers, batteries, cables, etc. CPS equipment sent to you includes all appropriate accessories. Damage to/or loss of any item while in your possession will result in you being billed for the discrepancy. Insurance on borrowed equipment is the CPS Member's responsibility.

Can I return equipment I have borrowed in the USA to other countries that have CPS?

No. You must return evaluation loans or service backup loaners to the country where they were issued.

Is it possible to buy used Canon equipment from the CPS program?

No. CPS does not sell used evaluation loan equipment. However, Canon occasionally offers rebate programs and direct purchasing is available via the Canon Direct Sales website.

If I need technical information or advice regarding my Canon equipment, whom should I contact?

One of the benefits of membership is direct access to our expert technicians and professional product agents. We make it easy for you to get through to the right person to answer your questions. Check your Membership Profile for Hotline numbers and contact information.

How is the fee calculated when I upgrade from Silver to Gold, or Gold to Platinum?

The fee is not prorated, so the full fee for the higher level membership would apply.

Is there tax on the membership fee?

Yes. Tax is applied to your membership fee based on your local tax rates.

If I cancel my membership am I entitled to a refund?

There is no refund. Please review the benefits prior to application to determine the level that best suits your needs.

Are printers available for evaluation loan?

No. Printers are not available for evaluation loan.

Who do I contact for service regarding my printer?

Please contact the CPS members hotline number provided on the contact page of your CPS online account.

What is the InstantExchange (IEP) Service Program?

The InstantExchange program exchanges your Product with a replacement Product when a repair cannot be corrected over the phone by our Canon Customer Care Center or ASF technician.

As a CPS member do I receive special IEP privileges?

All CPS membership levels can take advantage of IEP. For Gold members the replacement unit is shipped via 2nd Day Delivery service, and via Next Day service for Platinum members.

As a CPS member do I receive special IEP privileges?

All CPS membership levels can take advantage of IEP. For Gold members the replacement unit is shipped via 2nd Day Delivery service, and via Next Day service for Platinum members.

What are the printer repair discounts?

Gold members receive a 30% discount on qualifying printers and Platinum receive a 60% discount.

Can I call for service support on weekends?

CPS members have access to toll free 24/7 service and support hotline. (This number is posted on the contact page of your CPS online account.)