E18 error

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The E18 error as it appears on a camera's LCD display (an Ixus II in this example).

The E18 error is an error message on Canon digital cameras. The E18 error occurs when anything prevents the zoom lens from properly extending or retracting.^[1] The error has become notorious in the Canon user community as it can completely disable the camera, requiring expensive repairs.

A quick internet search for "E18" + "canon" quickly reveals hundreds of similar complaints.

ConsumerAffairs.com reports that the "lens has a feature called bellows claw, which is a gear that physically extends and retracts the lens. A piece that holds the lens, the barrier plate, is not large enough and can sometimes cause the bellows claw to malfunction, resulting in a stuck lens". The result is a black screen that only contains the error message, E18. Another problem mentioned on the site blames a sticky iris in the lens, caused by grease entering inside from the microphones built into the lens. The buildup freezes up the ability of the lens to open.

Canon does not admit a flaw in the cameras design. In fact, they charge customers between $105-$195 to fix the camera, or offer a refurbished upgrade for around $190 (depending on the model upgrade), provided the consumer sends the non-working camera back.

Based on the large number of complaints, several of the Canon "point and shoot" cameras appear to be too fragile to be counted on as a long-time durable product.

1 Causes
2 Repairing the E18 error
3 Customer service
4 Consumer response and class action
5 References
6 External links

[edit] Causes

According to Canon, one may get an E18 due to any of the following:

Camera activating and lens opening while in a confined space
Extracted lens getting jarred
Low battery condition as the unit is turned on or off
Dropping of the camera
Foreign substances, such as dust, sand or dirt entering into the camera body.
General jarring of the camera
"General camera malfunction"

Many complaints are^{[citation needed]} from users that have taken good care of their camera. The camera just stops working. Even very small intrusions (a grain of sand) may make the camera inoperable. Often, the camera just needs to be reset.

[edit] Repairing the E18 error

Two different types of problems are reported:

1) The camera can take a couple shots (clear and in focus), then stops working. Removing the batteries and replacing may produce 2-3 extra shots. Canon's instructions (by phone) are to 'remove the batteries, rotate the on button and hold for 5 seconds, and then replace the battery'. The few lucky pictures are clear and in focus.
- A better solution (not provided by Canon) is to connect the camera to the TV or a computer. This may completely solve the problem. If not, it may at least allow an extra 10-15 shots. There are several forums on the net that mention that connecting the camera to the TV completely resolved the E18 error.
2) A camera lens is out-of-focus. Some users have been able to manipulate the lens back into place (see reference links below). To fix the problem, it is often necessary that the camera and optical assembly is disassembled, realigned and reassembled. A non-warranty repair at an authorized service center reportedly costs between US $79 to $250.

There are a number of online guides to repairing E18 errors oneself,^[2] from simple guides on tapping the lens back into place^[3] to complete disassembly/realignment/reassembly instructions.

[edit] Customer service

Customer service is reported as being poor. A valid response by email usually produces non-specific information.

The response from Canon is that the customer 'must have damaged the lens'. Canon will fix it for a little over $100 or offer the next upgrade, which is a refurbished camera. The sales pitch over the phone is that the customer can buy an upgrade for a great deal ($189 for the S3)—the sales pitch continues that "buying a new S3 could cost over $500". However, the upgrade offered by Canon is a refurbished camera for just a few dollars less than refurbished cameras that can be found elsewhere—but Canon requires that you send back your old camera.

[edit] Consumer response and class action

Much of the consumer anger results from feeling that the failure is not their fault, and that Canon is leaving the consumer to pay for the repair. Canon reportedly examines cameras received for repairs looking for signs of consumer negligence, thereby making the repair non-warrantable; photographs of scratches and dents have reportedly been sent to consumers as proof for such arguments as to why the repair is not under warranty.^{[citation needed]} The consumer is then left to have the unit sent back to them at their own cost or pay to have it repaired.

A Chicago law firm, Horwitz, Horwitz & Associates, has already filed a class action,^[4] while the law firm of Girard Gibbs & De Bartolomeo LLP are investigating this camera flaw and may issue a class-action lawsuit against Canon.^[5] There is at least one other.^[6] Although the suit was dismissed in a court of law, the plaintiffs are appealing.