Service Notice: VIXIA HG10: Zoom Lever Problem

To Users of the VIXIA HG10 Digital Video Camera

Thank you for using Canon products.

We have discovered that the zoom lever of some VIXIA HG10 digital video cameras is faulty, which may affect normal zoom lever operation. Accordingly, we would like to convey the details and our service policy concerning this phenomenon.

We offer our sincerest apologies to customers who have been inconvenienced by this problem. Going forward, we will spare no effort in our quality management to make sure our customers can use our products with confidence. We hope our efforts will earn your understanding.

Phenomenon
It has been confirmed that oil applied to the internal components of the zoom lever during manufacture to prevent rust has caused the zoom lever to tilt or sag on some VIXIA HG10 products, affecting normal operation.

Affected Product
VIXIA HG10 digital video cameras whose seventh digit in the serial number listed inside the battery compartment is 0, 1, 2, 3, or 4 are affected.

If the seventh digit in the serial number is 0, 1, 2, 3, or 4, your product may require service. Although your product may meet the serial number criteria listed above, there are two exceptions (described below) where the product will not require service:

Exception 1: An orange sticker is attached to the product box, on or near the serial number label (Figure 1). Please check the product box, if available, for this orange sticker. If this sticker appears, your product does not require service.

Exception 2: On the inside of HDMI cover, a circled number is stamped into the cover (e.g., 1, 2, 3, etc.) If this circled number is darkened to black, the product has already been modified and does not require service for this issue (Figures 2, 3, 4, 5).

If, after examining the box and/or the inside of the HDMI cover, you are still unsure if service is needed for your product, please contact our customer contact center. They will be able to determine if service is required based on your serial number.

Support
Free repairs will be provided, regardless of warranty status, if Canon Factory Service can confirm that the parts inside the zoom lever are damaged as a result of this phenomenon. Please contact our customer contact center if you own an affected product and wish to arrange for service.

This information is for residents of the United States and Puerto Rico only. If you do not reside in the USA or Puerto Rico, please contact the Canon Customer Support Center in your region.