Wow,
I was hoping that Canon's lack of SQA was just limited to their camera department but apparently they have the same quality standards (or lack there of) for their printers. I've been trying to get the current software installed on my PC running XP x64 and my Mac running OSX 10.4. The US site is TERRIBLE, absolutely terrible. You know, it's not rocket science to get a website to display current drivers for a selected operating system but Canon obviously doesn't care about that. Select OSX or XP x64... I don't think that pull down menu really does anything. Canon just leaves ALL OS support packages up there regardless what you select. Whomever is responsible for coding and maintaining this site should be ashamed of themselves but then again, they obviously don't take a lot of pride in the work that they do. Truly atrocious.
Anyhow, the printer came with firmware v1.01 and I wanted to update it to 1.31 as it has several worthwhile improvements. Well, if you have a Windows XP x64 box your SOL. No compatible firmware updater on the US or the European site. They also have no plug-in for Photoshop. OK, I give up. I install the drivers on my Mac with the provided CD and I download the firmware updater. Wait, where's the printer? Nowhere to be found. I have to manually add the printer. You'd think they'd do that step for you (or at least offer a dialog as part of the setup to get it done) but no. OK, so I do that. Great, now I can install the update. Nope, the printer is dumb as dirt and nobody had the foresight to wake the printer from sleep. As an ex-software engineer I can tell you that this also is not rocket science. OK, so I press the "online" button to wake it up. Alright, we're getting somewhere. I can now see the printer. OK... update the firmware. NOPE. "Printer is offline". Apparently the only way to get it online is to stick a piece of paper in it? Yep. I had to stick a piece of paper in the thing before it would allow me to update the firmware. This is absolutely outrageous.
OK, I'm good, I've update the firmware. Now I want to install the most recent versions of stuff on the Mac. I start downloading and updating. I got to install the Photoshop and DPP plug-in. "Image ProGraf driver 3.91 or later must be installed". WHAT? OK, I go look for that version. It doesn't exist on the US site which is where I downloaded the plug-in installer from. You'd think that they'd check the dependencies for other versions and make sure that the proper software to support something else is available online but... nope.
Needless to say I'm more than a bit frustrated. Again, I was hoping that Canon's atrocious history of quality assurance with their cameras was isolated to the camera R&D group but apparently low standards are a corporate philosophy with them. Such a shame. For the most part this is a complaint about Canon's USA webmaster. If this person did a better job some of these gripes could be taken care of. Additionally Canon's engineering department could eliminate this problem by creating a small application that check the version of the currently installed components and automatically downloading only what needs to be updated. Even better they could have an update manager that periodically checks in with HQ and prompts the user when an update is available.
I can figure all this stuff out, find what I need from Europe (unfortunately the European site is slower than a stoned snail on valium in a pool of cold molasses), etc. but I really shouldn't have to. I feel really bad for the folks at Canon who REALLY DO care. I've been in such a position before and it's a tough gig because your hands are essentially tied.
Cheers, Joe
